Pilot Pepper Robot Program Evaluation

The pilot Pepper robot program, managed by the Smithsonian’s Office of Visitor Services (OVS), seeks to explore how Smithsonian units can utilize interactive robotic technology to enhance the visitor experience. Between July and October 2018, Smithsonian Organization and Audience Research (SOAR) studied visitors’ experiences with Pepper at four locations: the Smithsonian Castle; Hirshhorn Museum and Sculpture Garden (HMSG); National Museum of African American History and Culture (NMAAHC); and National Museum of African Art (NMAfA). The study included observations of visitor interactions with Pepper; qualitative interviews with visitors and SI personnel; and visitor surveys.

While the aim of most of the pilot Peppers was to provide information and education, visitors were typically drawn to Pepper not as a potentially useful resource, but as something unique, different, and entertaining. They defined positive experiences in terms of fun, rather than information gained.

Pepper’s interactive limitations constrained its effectiveness as an information resource in a museum setting. It was easily overwhelmed by multiple users, background noise, or even unfavorable lighting conditions. In short, Pepper could not serve as a reliable source of information on subjects such as orientation, wayfinding, accessibility, or museum. Rather, Pepper was best suited for non-interactive roles such as drawing visitor attention to desired locations, broadcasting simple information, and making new visitors feel more comfortable and welcome in a museum setting.

Suggested Keywords:

Office of Visitor Services (OVS); Hirshhorn Museum and Sculpture Garden (HMSG); National Museum of African American History and Culture (NMAAHC); National Museum of African Art (NMAfA); Pepper; robot; audience research; visitor studies.