Table 3.

A sum result of the analysis describing the main theme and the six sub themes found.

	Helping	Harming
Context	The pharmacy context adds to a sense of trust and quality with respect to the information provided	An alternative context such as a grocery store without pharmaceutical personnel constitutes a risk
Digital competence	The choice of the emergency contraceptive pill is based on a presumed higher digital competence of the potential customers	Customer qualities such as age and disabilities may affect digital competence and add to vulnerability
Customer integrity	An advantageous choice if the customer wants to stay anonymous due to small community and/or fear of being judged	The loudness of the robot and the delicacy of the information calls for boundaries, but which are not too obvious in nature
Interaction	The robot's capacity to speak several different languages and its human-like appearance provides value	A sense of inability to interrupt the robot to ask additional questions and the high speed of information given
Pharmacists' professional role	An aid for pharmacists with respect to personnel shortages and potentially aggressive customers, among other things	A risk of pharmacists being replaced by robots. The information quality could be improved by connecting the robot to relevant databases
Human skills	Offers a potential complement to the human pharmacist and may be used to improve the service level by offering the customer a choice in service provider	Human pharmacists can identify subtle signs relevant to communication, such as body language and untrustworthiness