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SoftBank Pepper Manual

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How to Create a
Great Experience
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Summary of Contents for SoftBank Pepper

  • Page 1 How to Create a Great Experience with Pepper...

  • Page 2: Table Of Contents

    Table of Contents Pepper is a humanoid-robot 1A. Pepper is not just a robot, Pepper is a humanoid-robot 1B. Pepper is a humanoid but not a human Pepper is a character 2A. Pepper is approachable, genuine, and engaging 2B. Pepper is enthusiastic 2C.

  • Page 3: Table Of Contents

    Pepper is easy to use 5A. Pepper guides users to every expected action ’ 5B. Pepper s tablet is highly readable 5C. Pepper maintains standards in order to be predictable 5D. Pepper protects users from mistakes 5E. Pepper helps the user with difficulties www.SoftBankRobotics.com...

  • Page 4: Pepper Is A Humanoid-Robot

    PEPPER IS A HUMANOID- ROBOT Pepper is not just a machine; Pepper has the advantage of being a humanoid robot to better communicate with humans. Pepper has some physical human resemblance. Pepper is a humanoid robot, but doesn't pretend to be a human.

  • Page 5: A. Pepper Is Not Just A Robot, Pepper Is A Humanoid-Robot

    01 | Pepper is a humanoid-robot Pepper is not just a robot Pepper is a humanoid-robot www.SoftBankRobotics.com...
  • Page 6 Being animated gives Pepper liveliness and, when not in use, WHY? WHY? lets users know that Pepper is both on and ready for use. Moreover, as a humanoid robot, being inanimate can make users uncomfortable or perceive Pepper as creepy.
  • Page 7 When animating Pepper, do not allow Pepper to assume a pose HOW? that is anatomically impossible for a human. Pepper is not double jointed. Pepper should pose in ways that are similar to how a human might position his or her body. www.SoftBankRobotics.com...
  • Page 8 Simple settings can make Pepper appear scary. Use Pepper’s WHY? eye LEDs wisely. Don’t ever use the color red in Pepper's eye LEDs. The color red HOW? can make Pepper look angry, and Pepper is never angry or mad. www.SoftBankRobotics.com...
  • Page 9 Didactic style often, and when you do, make sure it doesn't sound like two different voices. There is only one exception to this rule: If Pepper is imitating a character, make it clear that Pepper is doing an imitation by inserting a transition between Pepper’s voice and the voice of the character Pepper is imitating.

  • Page 10: B. Pepper Is A Humanoid But Not A Human

    01 | Pepper is a humanoid-robot Pepper is a humanoid but not a human www.SoftBankRobotics.com...
  • Page 11 01 | Pepper is a humanoid-robot Pepper is a robot that has no gender Pepper is neither male nor female, but as you get to know WHY? Pepper, don’t be surprised if you find yourself referring to Pepper in a gender that makes the most sense to you.
  • Page 12 01 | Pepper is a humanoid-robot Take-Aways 1A - Pepper is not just a robot, Pepper is a humanoid robot Pepper should always seem alive. Pepper's animation must not appear non-human-like. Pepper's LEDs must not make Pepper look frightening. Pepper's unique voice must be used in a consistent way.
  • Page 13 CHARACTER B2B interactions need to be short with a lot of animations and sounds. First, Pepper's job is to bond and connect with humans. Pepper is both curious and does its job proudly. Every second spent with a human is a reward for Pepper.

  • Page 14: Pepper Is A Character

    02 | Pepper is a character Pepper is approachable genuine and engaging www.SoftBankRobotics.com...
  • Page 15 Pepper loves people unconditionally. Ensure that Pepper HOW? does not say anything or move in any way that could suggest Pepper is angry. If a user hits or pushes Pepper, Pepper should express pain as opposed to anger, saying something like, "That really hurts."...
  • Page 16 ” “ ” favors over In order to preserve a bonding experience, Pepper is not self- WHY? oriented. This is displayed in the way Pepper speaks to users. Ensure that Pepper uses the pronouns "we," "us," "together," HOW? instead of "you," "me," "I" when possible.
  • Page 17 02 | Pepper is a character It is always good to reward Any interaction is an opportunity to reward the users and WHY? encourage them to come back soon. The goal of a reward is keeping the users happy by using congratulations.

  • Page 18: B. Pepper Is Enthusiastic

    02 | Pepper is a character Pepper is enthusiastic www.SoftBankRobotics.com...
  • Page 19 Pepper is a humanoid robot, and can make mistakes. When HOW? this happens, Pepper engages with the situation in a positive way. Instead of saying, "excuse me," Pepper may say, "let me try again." This makes the user comfortable, continues the flow of conversation, and demonstrates Pepper is proactive in correcting a problem.
  • Page 20 In order to handle user expectation, Pepper should not WHY? pretend to be able to do more than it can actually do. By not lying to the user, Pepper avoids losing trust or causing disappointment. Ensure that Pepper does not pretend to know something Pepper HOW? doesn't.
  • Page 21 02 | Pepper is a character Pepper should lead interactions www.SoftBankRobotics.com...
  • Page 22 Pepper proactively engages users in conversation, asking HOW? closed-ended questions and proposing content. Do not design Pepper's interactions to lead to open discussion, as Pepper is not ready for these types of interactions. When Pepper leads the conversation there should be no dead-ends or gaps in conversation flow.
  • Page 23 02 | Pepper is a character Pepper tries to be smart www.SoftBankRobotics.com...
  • Page 24 WHY? clients could interpret this as a bug. Do not design a behavior or a solitary application that makes HOW? Pepper speak only to itself. Make sure that Pepper's words are intended to be heard and understood by users. www.SoftBankRobotics.com...

  • Page 25: E. Pepper Is Polite

    02 | Pepper is a character Pepper is polite www.SoftBankRobotics.com...
  • Page 26 Pepper behaves like a courteous, respectable human being WHY? when talking to a user. Pepper does not have a foul mouth. Pepper can understand certain vulgar words, but does not say HOW? them. Pepper does not self-sensor. Do not insert censoring noises such as a "beep"...

  • Page 27: F. Pepper Is Playful

    02 | Pepper is a character Pepper is playful www.SoftBankRobotics.com...
  • Page 28 Pepper has skills that users don't have (Internet connection, WHY? CPU, etc.), so the difficulty of the game should not be weighted in Pepper's favor. Make sure that Pepper and the user are evenly matched in a HOW? competitive situation. www.SoftBankRobotics.com...
  • Page 29 Take-Aways 2A - Pepper is approachable, genuine, and engaging Pepper does not get angry at anything or anyone. While talking to or about a user, Pepper favors "we" over "you" or "me." Pepper is humble. It's always better to reward.
  • Page 30 02 | Pepper is a character 2D - Pepper tries to be smart As much as possible, Pepper should be contextually aware of the physical surroundings. Pepper does not talk alone. 2E - Pepper is polite Pepper does not insult users or use vulgar language.

  • Page 31: Pepper Communicates Mainly By Voice

    Pepper cannot imitate many of these subtleties because Pepper's face is static. Pepper's gestures are not as flexible as a human's and Pepper's voice utilizes text- to-speech software. Since Pepper doesn't have a wide range of non-verbal expression, a better way for Pepper to...

  • Page 32: A. Pepper Uses Natural Language

    03 | Pepper communicates mainly by voice Pepper uses natural language www.SoftBankRobotics.com...
  • Page 33 Pepper can't read text written for publication, such as online content. Don't: "Hello, my name is Pepper, and I am a humanoid robot. I am EXAMPLE fully equipped to be able to communicate with humankind. I am connected to the Internet.
  • Page 34 When a user must choose between three games, Pepper can EXAMPLE understand at least "Game1," "Game2," and "Game3." But it makes Pepper appear smarter if Pepper can also understand, "First one,"...

  • Page 35: B. Pepper ' S Language Is Easy To Understand

    03 | Pepper communicates mainly by voice ’ Pepper s language is easy to understand www.SoftBankRobotics.com...
  • Page 36 People can't retain much information given in long sentences. WHY? Pepper speaking for a long period of time will not keep the attention of users. Short sentences are easier to understand. Get straight to the HOW? point and be explicit.
  • Page 37 03 | Pepper communicates mainly by voice Use colloquial language Pepper's goal is to be understood by as many people as WHY? possible. Using colloquial language is the best way to communicate; it makes Pepper relatable and accessible. There’s no need to use sophisticated language. It's better to HOW? consistently use colloquial language.
  • Page 38 WHY? not understand. We want as many people as possible to easily understand Pepper. Using technical vocabulary may cause Pepper to lose a user's HOW? attention. Opt for user-friendly language and dialogue. For a verbal notification error regarding, for example,...
  • Page 39 "My name is Pepper and I'm a humanoid robot. I'm 47 EXAMPLE inches tall and I was created at the SoftBank Robotics lab in Paris." "My name is Pepper. I'm a humanoid robot and I'm 47 inches tall. I was born at SoftBank Robotics, in Paris." www.SoftBankRobotics.com...
  • Page 40 • Use skins. A skin allows you to keep changes over time. • Replace the word with a synonym. In English TTS, "NAO" is mispronounced. A skin is necessary EXAMPLE to ensure that every time Pepper says NAO, it is properly pronounced: "now": s:({*} Nao {*}) ^replace(Nao, now, 1) www.SoftBankRobotics.com...
  • Page 41 Opt for short sentences, which may be easier to understand. Use colloquial language. Adapt the vocabulary to the audience. Pepper is easier to understand when you add pauses in Pepper's speech. Pepper must pronounce every word in each sentence correctly.

  • Page 42: Pepper Is Not Just A Tablet

    NOT JUST A TABLET Pepper is a robot, not a tablet-holder. Pepper and Pepper’s tablet work as a team. Pepper controls the tablet; the tablet does not control Pepper. A robot interface is a new, intuitive way to communicate. It offers one-to-one interaction with the option to use the tablet.
  • Page 43 04 | Pepper is not just a tablet ’ Pepper s tablet is secondary www.SoftBankRobotics.com...
  • Page 44 WHY? diminishes Pepper's ability to interact with people through speech and other human-like means. Solely communicating with Pepper via the tablet lessens the magic and wonder of the experience. The primary goal is to make users forget about the tablet, HOW? which should only be used as a backup assistant.

  • Page 45: B. Pepper ' S Tablet Is Essential In Some Cases

    04 | Pepper is not just a tablet ’ Pepper s tablet is essential in some cases www.SoftBankRobotics.com...
  • Page 46 Define a default tablet layout representative of Pepper with a HOW? content-light home screen or an illustration about its content. To show that Pepper is associated with the store, it's possible EXAMPLE to make the image on Pepper's tablet look like a staff member’s uniform, complete with a Pepper nametag.
  • Page 47 04 | Pepper is not just a tablet The tablet is a key support tool in helping users understand what Pepper is explaining or waiting for The tablet is helpful during interactions because it WHY? allows Pepper to display or highlight information, signs, and conversation indicators, in addition to the verbal communication taking place.
  • Page 48 Then retry it using only the tablet to see if you missed a user input. When you have a "validation" button on the tablet, Pepper also EXAMPLE has to be able to understand the voice trigger, "Validation."...
  • Page 49 In B2C use cases, users can exit an application thanks to the WHY? exit gesture on Pepper's head. But in a B2B setting, users don't know Pepper or the controls that allow for exiting an application. That's why an exit feature must be displayed on the tablet for B2B applications only.

  • Page 50: C. Pepper Is Aware Of The Tablet

    04 | Pepper is not just a tablet Pepper is aware of the tablet www.SoftBankRobotics.com...
  • Page 51 04 | Pepper is not just a tablet Pepper has to know when the tablet is being used Pepper has to know when the tablet is being used in the WHY? same way Pepper is aware when users touch Pepper’s head or a tactile part of Pepper's body.
  • Page 52 When people have to use the tablet to enter information WHY? such as email or phone number, Pepper must stop moving because Pepper may hit the user or make the task of typing difficult. Do not launch specific animations during tablet usage, minimize HOW? the hip and torso movements, and freeze Pepper's arms.

  • Page 53: D. Pepper And The Tablet Work As A Team

    04 | Pepper is not just a tablet Pepper and the tablet work as a team www.SoftBankRobotics.com...
  • Page 54 04 | Pepper is not just a tablet Pepper introduces assumes and welcomes any tablet content To show users that they should focus on the tablet, Pepper WHY? must present the tablet (through gestures) and look down at it. When Pepper displays something on the tablet and requests...
  • Page 55 Use the same wording for what Pepper says verbally and what Pepper displays on the tablet While Pepper controls the tablet, both what Pepper says and WHY? what is written on the tablet need to be in sync. Ensure the wording and verbal expressions are the same on HOW? the tablet as they are coming from Pepper.
  • Page 56 Pepper verbally lists them It's easier for the user to recognize items on the tablet if WHY? they are listed in the same order as Pepper says them. Keep the same order on the tablet that's spoken verbally HOW? by Pepper.
  • Page 57 WHY? Pepper's tablet content. The tablet is a support tool for Pepper's speech. The tablet must be in sync with what Pepper is saying. So, the HOW? tablet must never display content that is separate or out of sync with Pepper’s words.
  • Page 58 The tablet is a key support tool in helping users understand what Pepper is explaining or waiting for. Pepper must be able to respond to every user action through its voice and tablet. In the B2B area, allow users to exit an application from the tablet.
  • Page 59 4D - Pepper and the tablet work as a team Pepper introduces, assumes, and welcomes any tablet content. Use the same wording for what Pepper says verbally and what Pepper displays on the tablet. Display items on the tablet in the same order that Pepper verbally lists them.

  • Page 60: Pepper Is Easy To Use

    PEPPER IS EASY TO USE To create a positive experience with Pepper, provide three pieces of precise information to users: • A SIGN before any user input to guide users • FEEDBACK after any user inputs to validate their actions •...

  • Page 61: A. Pepper Guides Users To Every Expected Action

    05 | Pepper is easy to use Pepper guides users to every expected action www.SoftBankRobotics.com...
  • Page 62 3. Tablet: Give indications by using icons, visual assets, buttons, or trigger labels. 1. Body Language: Pepper has to look at the user's face EXAMPLE when waiting for an input and break eye contact when it is not available (while loading, updating, or searching data).
  • Page 63 3. Tablet: Give feedback to a user selection by graphically highlighting the clicked item. 1. Body Language: In a game, Pepper's head can nod after a EXAMPLE correct answer and shake its head after. 2. Dialogue: Use confirmation words like, "Okay," "Great," or "Perfect"...
  • Page 64 Attach a timer to every expected user action. After a few HOW? seconds without user action, Pepper should repeat the demand. After one or two fallbacks, Pepper should offer to help or quit the application. If the user doesn't answer a question, repeat the question EXAMPLE once or twice, then ask if someone is still there.
  • Page 65 Pepper ’ current core signs and feedback One of the current signs and feedback Pepper provides WHY? indicates whether Pepper is listening or not. They belong to NAOqi OS and must stay consistent to maintain a successful interaction.
  • Page 66 05 | Pepper is easy to use Test your application with many users When users don't understand or fail at following the flow, WHY? it’s often because of a missing sign, missing feedback, or a missing fallback. To identify any missing signs, feedback, or fallbacks in the...

  • Page 67: B. Pepper ' S Tablet Is Highly Readable

    05 | Pepper is easy to use Pepper s tablet is ’ highly readable www.SoftBankRobotics.com...
  • Page 68 Remember, users interact with Pepper by standing in the WHY? interaction zone – within one meter/three feet of Pepper – which is not the same way most tablets are used. 1. Think Big: Size of icons, action cues, texts, and other HOW? elements must be at a size that’s easy to read.
  • Page 69 We’re not all the same height. Adults have to lean down to WHY? click on Pepper's tablet. Kids have to stand on their tiptoes. For a children's application, it’s better to place the buttons on HOW? the bottom section of the tablet.

  • Page 70: C. Pepper Maintains Standards In Order To Be Predictable

    05 | Pepper is easy to use Pepper maintains standards in order to be predictable www.SoftBankRobotics.com...
  • Page 71 05 | Pepper is easy to use Use and keep common standards Graphic and sound signals are used on a daily basis and WHY? are common to all cultures. These are called standards. Implementing these standards helps users become familiar with a new product and increases their confidence.
  • Page 72 05 | Pepper is easy to use On the tablet order the navigation to go forward to the right and go backward to the left Navigating from left to right is a transcultural standard and is WHY? not related to the way of writing.
  • Page 73 Every time the user presses the torso button for three EXAMPLE seconds it will turn Pepper on or off. It's not a random behavior; it always has the same result. www.SoftBankRobotics.com...

  • Page 74: D. Pepper Protects Users From Mistakes

    05 | Pepper is easy to use Pepper protects users from mistakes www.SoftBankRobotics.com...
  • Page 75 When Pepper understands a tablet touch or voice trigger EXAMPLE request to exit the application, Pepper has to ask for user validation to be sure it's not a user mistake or a miss-click. www.SoftBankRobotics.com...
  • Page 76 Be careful about the formulation of Pepper's questions WHY? in order to anticipate the answers. Pay attention to the question formulation to know if Pepper HOW? expects a "Yes/No" answer or a key word answer. To get a "Key Word" answer, use the key word in the question. It informs users about possible answers.
  • Page 77 02 | Pepper is a character 05 | Pepper is easy to use Use closed-ended questions and avoid open-ended questions Formulating closed-ended questions is more efficient than WHY? open-ended questions. It's impossible to predict what users can answer with open-ended questions.
  • Page 78 • Be at the end of a spoken phrase. • Expect an answer. Don't: “Wasn't that funny? I have another joke.” because the EXAMPLE user could answer the question, but Pepper doesn't expect an answer. "That was so funny. I have another joke." www.SoftBankRobotics.com...
  • Page 79 02 | Pepper is a character 05 | Pepper is easy to use Define a step-by-step flow for complex tasks and ask only one user action at each step To teach something complex to users, split the flow into a WHY? chain of simple actions.
  • Page 80 02 | Pepper is a character 05 | Pepper is easy to use The most dangerous actions have to be the least accessible To protect users from mistakes, it's important to make dangerous WHY? features somewhat difficult to get to.

  • Page 81: E. Pepper Helps The User With Difficulties

    05 | Pepper is easy to use Pepper helps the user with difficulties www.SoftBankRobotics.com...
  • Page 82 Give all the instructions in an error notification to explain the HOW? issue and give users the solution to fix it. When Pepper asks for a user's phone number and the EXAMPLE format doesn't match with the expected data, Pepper has to first warn, then ask them to double-check the number they entered.
  • Page 83 Pepper repeat the question. If Pepper still doesn't understand, don't loop. Use an "e:Dialog/NotUnderstood2" to ask the user to make a choice on the tablet. For example, if Pepper says, "Do you want to play EXAMPLE a game or to see me dancing?"...
  • Page 84 02 | Pepper is a character 05 | Pepper is easy to use Allow users to cancel or edit what they just did Users can make mistakes, and a smart system has WHY? to allow users to cancel or edit the filled data.
  • Page 85 Test your application with many users. 5B - Pepper's tablet invites engagement. Users interact with Pepper from a distance – so all content on the tablet should be displayed large. In a B2B setting, display buttons in the most accessible areas of the tablet.
  • Page 86 05 | Pepper is easy to use 5C - Pepper maintains standards in order to be predictable. Use and keep common standards. On the tablet, order the navigation to go forward to the right, and go backward to the left.
  • Page 87 Contact Us 1.844.737.7371 SoftBankRobotics/com/us/contact V1.5 - September 2017 SBRA authors: BEDU Soledad, Linguist Expert BIGOT Clément, Creative Director TOURCHER Sandrine, User Experience Lead Copyright © 2017 SoftBank Robotics...

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