SXSW 2026: Empathetic Robots and “Mattering” Take Center Stage

Panels discuss how behavioral design can make robots more human — and why feeling important to others is essential for well-being and mental health.

Mission [EXP+PROS]

The first day of South by Southwest featured dozens of panels, topics, and debates, but two in particular caught the attention of the [EXP+PROS] mission.

Designer and technologist Afshin Mehin, founder of the studio Card79, argued that bringing more “humanity” to robots starts with behavioral design. Meanwhile, journalist Jennifer B. Wallace highlighted the power of mattering, a concept that describes the feeling of being valued for who we are and having the opportunity to create value for others.

Mattering goes beyond belonging or feeling included. It means feeling needed and significant to family, friends, colleagues, and the broader community. Wallace emphasized that applying this concept is essential to strengthening engagement both at work and in personal life. According to her, the idea even helps explain the nostalgia many members of Generation Z feel toward the 1990s and early 2000s.

Below are the main insights from the two panels: 

Jennifer B. Wallace

Key insights from the author of the book Mattering: The Secret to Building a Life of Deep Connection and Purpose

Is the landline telephone really coming back?

And not just landlines. Some people are driving hours just to eat at a Pizza Hut decorated like it’s the 1990s — and documenting the experience with analog cameras.

Isn’t that just Gen Z being ironic?

In her keynote, Wallace argued that it’s less about the objects themselves and more about the feeling people are seeking. A longing for a time with fewer notifications and more real-world connections.

And how did we feel during that time?

We felt like we mattered. Like we were valued and made a difference in other people’s lives. That idea is captured by the term mattering, which is also the title of the book she released in January.

Is that really so important?

Yes. It’s a basic human need, tied to our evolution as a species, but one that today’s highly individualistic society has often overlooked. Anxiety, depression, and isolation can worsen when we don’t feel that we matter.

How can you tell if this is affecting you?

Wallace proposed a simple test. Rate each of the following questions from 1 to 4. If the total score is below 12, it may be time to pay attention:

• How important are you to others?

• How much attention do others pay to you?

• How much would others miss you if you were gone?

• How much do other people depend on you?

• How much do others show that they care about you?

Why talk about this now?

More and more people are “failing” this test. With AI threatening to eliminate many of the tasks people perform today, Wallace argues that mattering must become a conscious practice sooner rather than later.

She summarizes the concept with the acronym SAID:

• Significant — being seen as someone unique

• Appreciated — being valued

• Invested in — having someone believe in you

• Depended on — being someone others rely on

The concept applies to both personal life and the workplace. Today, around 70% of employees feel disengaged at work, and according to Wallace, it’s not because they’re lazy — it’s because they feel what they do doesn’t make a difference.

Can self-care solve this?

Definitely not.

Decades of research show that resilience does not grow in isolation. It depends on deep relationships that remind you that you are seen, valued, and needed.

Wallace suggests imagining that everyone carries an invisible sign around their neck asking: “Do I matter?”  Our task, she says, is figuring out how we can answer yes.

Afshin Mehin

Charmageddon: Robots That Steal Hearts and Jobs

What if, instead of cold machines taking over the world — the classic scenario in many dystopian science-fiction stories — we ended up with something more unexpected: robots that actually win human sympathy?

That was the provocation from designer and technologist Afshin Mehin during the panel “Charmageddon: Robots that Steal Hearts and Jobs.”

“Maybe they won’t just take some of our jobs,” he said. “More surprisingly, we might actually start to find them charming.”

For decades, Mehin explained, robots remained confined to factories, behind safety cages. This dates back to the late 1970s, after several accidents involving the first industrial robots.

The priority became clear: avoid new risks.

“People stayed outside the cage, robots stayed inside,” he summarized.

The result was powerful robotics — but far removed from everyday life.

That scenario is now beginning to change.

With the rise of Physical AI, systems that learn from real-world data, robots are leaving factories and entering hospitals, warehouses, and, in the very near future, people’s homes.

This shift creates a new challenge. It’s not enough for robots to work correctly — they also need to be understandable to the people around them.

According to Mehin, the central problem is not artificial intelligence itself, but the clarity of the machine’s behavior.

“The real challenge is not intelligence — it’s the legibility of the system,” he explained.

Humans need to be able to “read” a robot the same way they read other people. When a robot suddenly stops or changes direction, people immediately try to interpret what’s happening — and uncertainty creates discomfort.

The solution lies in behavioral design.

Small signals — such as anticipating a movement, signaling before acting, or adjusting speed when approaching someone — can make robots more predictable and even more polite. The way a robot moves communicates intention.

“Movement carries meaning,” Mehin said.

For him, the next phase of robotics will be as cultural as it is technological.

“AI will determine what robots are capable of,” he concluded. “Design will determine how humans live with them.”

If that vision proves correct, the future of robotics may be less apocalyptic than many imagine — and perhaps even a little charming.