AN INTRO TO

KIOSKS An informative guide on how the technology benefits consumer experience and company

efficiency within various industries.

Worldlink Integration Group

TABLE OF CONTENTS

Chapter 1: The Technology Chapter 2: Uses for Kiosks Chapter 3: Benefits and Barriers Chapter 4: Statistics and Expert Opinions

f t in

Follow us on:

CHAPTER

1 The Technology

Technology

Hardware • Computers, processors • Digital signage and touch screen monitors • Speakers, printers • Bar code scanners and scales • Enclosures Software • Anti-virus • Information updates • Individualized programs for service • Internet connectivity • Content creation Supplies • Cleaning supplies • Product (food, money, drinks, etc.)

Hardware, Software, Supplies

http://www.virtualzebra.com/filestore/Retail/Whitepapers/Understanding%20Kiosk%20Requirements/Understanding_Kiosk_Requirements.PDF

f t in

Follow us on:

CHAPTER

2 Uses for Kiosks

Healthcare

Patient Wellness • Measure height and weight • Check vision • Monitor diabetes • Read blood pressure

Physician Interaction • Connect users with live healthcare professionals for more in-

depth diagnostic processes • Quick assessment of current health conditions to reduce

time spent on minor diagnostics • Increase time doctors can spend in-person with patients

who have a greater need for care

Patient Wellness and Physicisn Interaction

http://www.kioskmarketplace.com/blog/12549/Effects-of-kiosks-on-the-healthcare-industry?rc_id=160

f t in

Follow us on:

Education

Students • Choose classes • Pay tuition and purchase books • Add funds to smart cards to avoid using cash for school

transactions • Access transcripts • Obtain campus maps • Check in for events • Fill out applications for student clubs and volunteer

organizations Parents • Obtain directions for the area around the campus • Obtain campus information and updates Teachers/Staff • Faculty surveys • Manage registration of students

For Students, Parents, and Teachers

http://www.kioskmarketplace.com/blog/12195/Interactive-kiosks-are-making-an-impact-in-schools?rc_id=65

Restaurants

Ordering • Digital menu that showcases images of product offerings • Customize food orders on tablets, table displays, and kiosks

at quick-service and full-service establishments Payment • Accepting payments at kiosks reduces time waiting to

complete transactions

Ordering and Payment

http://www.kioskmarketplace.com/article/228077/Restaurants-bring-self-serve-iPad-ordering-to-Atlanta-Int-l-Airport?rc_id=122

f t in

Follow us on:

Travel

Airport Check-In • Travelers swipe passports through self-service kiosks • Speed up wait-times at Customs Ticket Purchases • Ticket dispensers can produce tickets for train, bus, and

subway stations

Airport Check-In and Ticket Purchase

http://www.dnainfo.com/chicago/20140319/midway/midway-airport-use-self-service-kiosks-customs

Wayfinding

Malls and Campuses • Guide users with pinpoint precision for wayfinding Grocery and Retail • Product-selection purposes

Malls, Campuses, Grocery Stores, and More

f t in

Follow us on:

Food Dispensing

• Food ATMs provide more than just packaged snacks • Vending machines with digital, interactive displays • Baked goods such as cupcakes or doughnuts • Assembly and service of frozen yogurt, shakes, etc. • Prepared meals such as pizzas or burritos are assembled,

heated, and dispensed

Modern Day Vending Machines

Registration and Self Check-In

Check-in • Facilitate visitor registration, sign-in and management • Visitors can find and sign-in for existing pre-registered visits • Patient check-in at hospitals • Check-in and check-out services for hotels Security • ID collection via scanner hardware • Visit image capture • Signature capture • Custom form and disclaimer inclusion • Custom badges • Banned or watch visitor management

For Customers, Visitors, and Employees

http://www.kioskmarketplace.com/article/228705/Self-service-kiosk-streamlines-visitor-management?rc_id=65

f t in

Follow us on:

Entertainment and Added Services

Movie, Book, and Game Rentals • Gives access to hundreds of the most recent books, games,

and movie releases at libraries and other locations on a rent and return basis

• Kiosks to digitally or physically purchase media Cleaning • Self-service kiosk dedicated to the cleaning of eyewear and

jewelry • Hand sanitizer kiosks Added Services • Games available to play at kiosks for customers waiting on

food orders or other service • Check on weather, flight status, news, and more • Device-charging kiosks

Movies, Books, Games, Cleaning, and More

http://www.marketwatch.com/story/avt-inc-to-provide-self-service-kiosks-that-clean-eyewear-and-jewelry-2014-03-26

CHAPTER

3 Benefits and Barriers

Efficiency and Cost Reduction

Labor • Reduce number of cashiers needed during peak levels of

traffic • Fully replace a cashier, saving thousands of dollars every

year • Help those who know what they want obtain their desired

service/product, so that employees can spend more time with those who need guidance

Space • Less space required for a self-service kiosk than legacy cash

wraps Time • Faster checkout times • Queue management

Labor, Space, Time

http://www.ncr.com/products/cinema/pos-hardware/self-service-kiosk http://specialtyretail.com/issue/2010/01/retail-products/retail-product-features/success_with_self_serve_kiosks/

f t in

Follow us on:

Marketing and Advertising

Targeted Marketing • Companies enjoy more opportunities to market products

and services directly to their captive audiences • Advertise other relevant products and services • Encourage customers to return at a later date when

discounts or new items are available Profitability • Offer the consumer upgrades or additional purchase options • Revenue generator: advertising offers your customers

services and products they need, while selling for you without a single staff member

• Option to donate to non-profits and charities creates profits for these organizations

• Advertisement sales create additional revenue

Targeted Marketing and Profitability

http://www.kioskmarketplace.com/blog/12549/Effects-of-kiosks-on-the-healthcare-industry?rc_id=160 http://www.ehow.com/info_8206945_pro-cons-kiosk-machines.html http://www.fourwindsinteractive.com/digital-signage-articles/kiosk-marketing.htm

Consumer Satisfaction

Customization • Consumers can select and customize products • Personalized updates on weather, flight status, news, and

more Entertainment • Music or games provided on some kiosks to entertain

customers as they wait for results or receipt of product. 2009 Survey: • Top three reasons for choosing self-service technology over

traditional methods : – Speed – Convenience – A liking for the technology

Customization and Entertainment

http://www.kioskmarketplace.com/article/228539/Robot-powered-kiosks-seek-frozen-yogurt-domination?rc_id=122 http://specialtyretail.com/issue/2010/01/retail-products/retail-product-features/success_with_self_serve_kiosks/

f t in

Follow us on:

Maintenance

Maintenance • Keep dispensing kiosks stocked with products • Arrange for emergency repair and parts replacement Cleaning • Clean for sanitation purposes • Prevent dust from infiltrating sensitive technology Updates • Update the kiosk's software • Update content Monitoring • Keep watch over kiosks to avoid theft • Prevent damage by monitoring customer use • Provide assistance when kiosks malfunction or customer

becomes confused

Cleaning, Updates, and Monitoring

http://www.elotouch.com/Solutions/CaseStudies/kioskwp.asp

Customer Confusion

Navigation • Those that are less tech-savvy may find it difficult to

navigate the system Uncertainty • Shifts work to the consumers • Fear of technology creates a preference to go to a cashier

rather than an impersonal machine Malfunction • If a problem occurs when using the machine, users must try

to obtain the attention of a staff member or contact a customer service line

Navigation, Uncertainty, and Tech Malfunction

http://cariblogger.com/2013/04/the-benefits-and-drawbacks-of-self-service-kiosks/ http://cariblogger.com/2013/04/the-benefits-and-drawbacks-of-self-service-kiosks/

f t in

Follow us on:

Security and Theft

Information Privacy • Health kiosks: patient s voluntarily disclose their information,

with little privacy protection • Users may not know if their information is being kept or used

in the future Damage Risk • Electronic attacks and defacing by vandals • Irresponsible use by individuals • Used for unintended purposes Theft • Higher likelihood of theft occurring • Employees are unable to monitor customer transactions as

closely • Customers using self-checkouts might replace bar codes of

high priced items with lower priced items or not scan some items

Information Privacy, Damage Risk, and Theft

http://www.usatoday.com/story/money/business/2013/02/18/companies-invest-in-self-service-health-care-kiosks/1928873/ http://www.businessbee.com/resources/profitability/the-pros-and-cons-of-using-self-checkouts/

Reduced Interaction

Human Interaction Needs • Critics say that self-service robs individuals of human contact • 58% of shoppers prefer to receive help from an in-store

associate -Cisco Customer Experience Report 2013

Human Interaction Needs

http://www.itif.org/files/2010-self-service-economy.pdf

f t in

Follow us on:

CHAPTER

4 Statistics and Expert Opinions

Current Availability

Kiosks deployed in 2012 • Self-checkout systems: 25% • “Other” retail kiosks: 50% • Ticketing: 14% • Food ordering: 6% • Check-in: 5%

Growth “Forecasting: the global interactive kiosk market to grow by nearly 15%over the next three years.”

-"Global Interactive Kiosk Market 2012-2016“ Report “The volume of transactions at self-service kiosks is increasing at an annual rate of more than 7% in North America.”

-North American Self-Service Kiosks report by IHL Group September 2013

Kiosk Functions and Growth

http://www.itif.org/files/2010-self-service-economy.pdf http://www.kioskmarketplace.com/article/217753/Industry-report-forecasts-growth-but-not-without-challenges http://vsr.edgl.com/reseller-stories/Reinventing-the-Kiosk91561

f t in

Follow us on:

Industry Percentages

http://www.lkskiosk.com/Market-Solutions.asp

Consumer Demand

Travel • 55% of travelers are more likely to visit a hotel with self

check-in • 77% of global passengers use self-service check-ins at

airports Restaurants • 96% of those aged 18-34 consider having kiosks in a

restaurant a benefit • 63% of consumers would use a kiosk to order and pay for

food at a quick-service restaurant Retail • 52% of global consumers prefer self-checkout kiosks to avoid

waiting in line • 61% of global consumers would be willing to shop in a

completely automated store

Willingness to Adopt

http://www.kioskmarketplace.com/blog/12403/The-Waiting-Dead-Can-self-service-kiosks-prevent-the-zombie-apocalypse-infographic?rc_id=122

f t in

Follow us on:

Consumer Preference Data

http://trends.e-strategyblog.com/2013/06/20/consumer-preference-for-retail-self-check-out/12110

Expert Opinions

“Olea is seeing significant growth in health care, gaming and government purchasing of kiosks and self-service technologies. I also see other companies looking to kiosk and self-service technologies to augment or shift their businesses into locations you might not traditionally expect to find them.”

-Frank Olea, CEO, Olea Kiosks

“We are seeing more interest from retail chains, both large and small, to increase self-service automation…We are also seeing more multi-function kiosks emerge, with requests for more financial services…”

-Rob Goehring, Chief Marketing Office, TIO Networks There is “…value in establishing a robust patient engagement network that brings patients and hospitals together to improve health care."

-MedCenterDisplay CEO Gregg Tarquinio

Predictions, Opinions, Advice

http://www.kioskmarketplace.com/article/225433/The-year-ahead-Kiosk-predictions-for-2014 http://www.kioskmarketplace.com/article/219285/Study-Hospital-patients-prefer-digital-signage

f t in

Follow us on:

Want More Retail Tech Info

Visit Our Site Gain access to all of our original content pieces. Information on Wearable Tech,

Mobile Payments, and more!

A Publication of