So you've decided you want a self service kiosk, but where do you start? Mastering
the basics behind kiosk technology is the first step to achieving a successful deployment.
We've put together key tips for developing a kiosk within the Leisure Industry.
Whether it's for payment at a cinema, ticketing at games, wrist band dispensing
at a leisure centre, or registration for an event our condensed guide will give
you a great starting off point.
Our tips cover:
- why not to reinvent the wheel when designing a kiosk, best practice for use and
how to protect your investment.
- Plus extra tips for outside factors such as marketing, prime locations and staff
training that shouldn't be missed.
- And, if that's not enough we've thrown in a few hints for kiosks uses and accessories.
The basics
So you've decided you want a self service kiosk, but where do you start? Master
the basics in your selection process and you'll already be on your way to a successful
kiosk deployment...
Don't reinvent
the wheel
Many kiosks share similar capabilities and simply need customising to suit
more specific requirements, such as branding, software and specialist hardware.
So, the same kiosk that operates as a ticketing machine in a cinema could in fact
be modified to dispense wristbands at an event or leisure centre.
Therefore, developing a bespoke unit isn't always necessary and may only lead to
problems further down the line. If you were to start from scratch and design your
own kiosk, there are many hundreds of things you would need to think about. For
example, you need to consider whether: the kiosk's screen height and angle is optimised
for DDA compliance and non reflection, if the power supply is suitable, if the kiosk
has sufficient thermal air flow properties, whether the doors open in the best way
for all locations and so on. Not forgetting that all this may take some time to
work out.
Best Practice
To ensure that you have both a reasonable delivery time and a reliable kiosk, you
should look for a unit that can offer both customisation and a standard DDA compliant
design suitable for all applications and users. A kiosk with years of development
behind it means you have the benefit of an off the shelf style unit combined with
best of breed hardware and many customisation options. As a result your kiosk solution
will fit its purpose and the users’ seamlessly, whether it's for gym membership
registration or viewing a conference programme.
Multifunctional
Why have only one purpose per kiosk when you can combine related functions in one
unit? Many leisure companies are deploying self service kiosks that automate services
and offer convenient, fast-track ways for customers to perform responsibilities
for themselves. In return, by empowering customers to self serve, staff members
are free to focus their skills elsewhere and processes become faster, simpler and
more cost effective.
For example leisure centre kiosks are handling class bookings and dispensing customer
activity tickets and wristbands and cinema kiosks are taking ticket payment and
collection and running film loyalty programmes.
Protect your investment
The next thing to tick off your list is to make sure you select a kiosk with
a future proof design. So you begin with a customised kiosk, but also have the option
to make further updates and improvements in the future. A flexible kiosk design
such as this will maximise the potential of your kiosk and your business. Printers,
scanners, payment modules - both chip and pin and cash handling- can all be added
later if you take future requirements into consider from the start.
Integration with software
When it comes to designing and deploying kiosk software you can choose to have standard
off the shelf software solutions or bespoke. Your kiosk supplier may offer a software
service in-house or they will generally recommend a suitable partner for the application
required. Software could be anything from an off the shelf simple browser that will
lock the kiosk down, to a bespoke CMS that will manage a large deployment of 1000s
of units giving specialised reports and usage data. As a rule, kiosk software needs
to guide the customer through a clear on-screen journey. The idea is to invite the
customer in with a simple on screen message, such as 'Collect Pre-Booked Tickets'
and then take them on a step by step journey leading to your target action.
Managed Services
When you buy a kiosk that is the start of the journey, you still need to install,
maintain and protect your investment. Therefore installation and a remote monitoring
service are advisable. Generally your kiosk application can be hosted and continually
monitored, so if a unit should fail the system can contact an engineer with a diagnosis
of the fault. A normal service level agreement will usually fix the unit within
24hours or sooner if necessary.
Your required level of service will be dependent on your kiosk application and its
location. For example the down time for a sole kiosk dispensing game tickets will
come at a far greater cost than the down time for one of several information kiosks
in foyer.
Extra tips
After you've selected a kiosk there are key outside factors to consider. Here are
3 important points not to be missed:
Good marketing
For a kiosk to do its job effectively customers need to know what and where it is.
Use advertising to lead customers to the kiosk and promote its function with clear
branded messaging on the kiosk body and screen.
For example,
- 'Sign-up for unlimited movies here' - Cinema or DVD store
- 'Join here and start getting rewards today' - Leisure centre
- 'Book, pay and collect tickets here'
- Shows and Events
Location, location,
location
Kiosks must be placed in a prime location so they are easily seen by customers,
serviceable by staff and do not detract from any existing displays. A kiosk also
needs to be accessible by all potential users; think of the range of customers who
will be using the kiosk and tailor its location to their needs.
Make sure staff
members are on board
While self service kiosks are managing the majority of everyday customer activities,
the reliance on staff will be typically lowered. As a result staff members are free
to focus on more specific, one-to-one customer assistance. However, your employees
need to know that the kiosk is there as a tool to help them, not as substitute to
them. Explain what their new role is and how the kiosk operates so they feel confident
in educating customers.
Popular uses
You can significantly boost your sales by running revenue-generating and customer
attraction applications within kiosks. Such as:
- Information, help and advice on products and services
- Payment methods (card, note or coin) for products and services
- Dispensing tickets, tokens, wrist bands, loyalty cards and reward vouchers
- Scanning tickets, membership cards, vouchers for entry, discounts, goods, etc
- Collection or home delivery booking services for products
- Registration for events, memberships and loyalty programmes
- Taking bookings/orders for events, tickets, classes, activities, etc
- Advertising / promotions on products, services and complementary items/events
- Date capture and entertainment value questionnaires, competitions and surveys
- Providing internet access at events
Popular accessories
- Laminate
- Printer
- Keyboard
- Chip and pin
- Note acceptor
- Coin acceptor
- Change giver
- Phone
- Headphones
- Microphone
- Speakers
- Second screen
- Magnetic card reader
- Barcode Scanner
- RFID Reader
- Dispenser
- Web cam
- Internet