How Can Self-Service Kiosks Make Travelling Easier?

As self service technology develops, aspects of travelling are being made a lot simplier and quicker. Self service kiosks have been deployed in many airports around the world to allow passengers to travel with ease, speed and less stress.

Key Example 1
The Post Office has recently signed an agreement to have touch screen kiosks across the UK in over 9,000 sub post offices. Operating under the Post Office brand, the kiosks will consist of two computer screens with a keyboard and touch screen facility. The customer will be able to engage with the kiosk like a digital travel agency, exploring their choices and browsing the latest travel deals in their local Post Office. (BBC news, 2012)

Key Example 2
The use of touch screen kiosks has multiplied across the world in an abundance of airports to assist passengers with the check-in process, making it more efficient and time saving. British Airways have recently launched digital self service kiosks that allow passengers traveling from London City Airport, to print their own luggage tags. Along side touch screen check in facilities, these kiosks add to the ease and freedom of self-service.

Richard Gooding OBE, CEO, London City Airport, stated that they “welcome the launch of this new innovative technology which further strengthens commitment to transferring passengers to their destination with ease and speed.”

According to the 2012 SITA/Air Transport World Passenger Self-Service Survey, the increasing use of kiosk technology to assist travel has received positive feedback from the majority of passengers, as it minimises stress. There has been an increase of people choosing to use the self-service kiosk facilities for check-in on the day, with a total of 77% preferable. Checking in is one of the top three most stressful steps in the process, due to lengthy task of queuing.

Airports can benefit from digital kiosks for a variety of functions.

  • Fast track
  • Booking
  • Information
  • Check in
  • Payment
  • Promotion
  • Internet

The survey highlighted that people would like to see future development in technology that would allow an automated bag drop and self-service boarding. It has been reported that 74% of airlines and 60% of airports aim to introduce the automated bag drop by 2015.

Take a look at the Birmingham International Airport case study as an example of how Protouch can accelerate the every day processes in your airport.

How Can Touch Screen Technology Enhance A Retail Environment?

It is evident that we are heading to a future where the physical and the digital world start to intersect with each other more and more. With the growth in user centered design and technology, the emphasis on the consumer experience is becoming increasingly apparent. It’s this experience, as well as the brand, that builds loyalty and makes them come back.

This example shows the shop Scribber using touch screen dsplays to engage passers by and encourage them to come in. (London, 2010)

Key example 1
Adidas has brought a new meaning to ‘window shopping’ with their live interactive touch screen windows. These are being currently tested for six weeks in Germany. The user can use a one off pin to link the screen with their Smart phone, allowing them to add items to a virtual ‘shopping bag’, which can be saved for later purchase. (, 2012)

The Customer-Centric Store 2010, Retail Systems Research found that the No. 1 opportunity in the current market is to ‘refine the customer's in-store experience’. And the No. 1 use of in-store technology, identified by 76 percent of retailers, was to “maintain and/or improve the customer experience.”

Key example 2
A new Marks and Spencer store has opened this year, in Manchester, which has utilized the latest technology to enhance their in-store branding and marketing. The store has incorporated a large digital signage network of 70 inch screens and twelve interactive retail kiosks. Customers can engage with a simple touch screen kiosk system to browse the M&S catalogue and purchase items that can be delivered to their store or home.  Innovatively, the store has deployed kiosks in different departments. For example a ‘virtual makeover counter’ in the beauty department that consumers can use to test a range of make up types. In the home department there is a ‘duvet and pillow selector’ to guide consumers with their buying decisions. This is a significant example of how touch screen kiosks can create an interactive and contemporary retail environment.

How can Protouch help?
Touch screen technology can enhance the consumer’s retail experience to a whole new level, making it more visual, interactive and convenient. Protouch’s touch screen kiosks enable the consumer to engage with a brand and explore your choices. Take a look at our Matalan case study to see an example of how Protouch kiosks can benefit consumers and businesses in the retail sector.

How Can Digital Kiosks Improve Healthcare Services?

With healthcare in the media limelight and always under scrutiny, there is increasing emphasis on the need to augment services and improve the patient experience. Hospitals are utilising the latest technology to maximise the delivery of local health care. Self-service kiosks are being used to simplify basic services, like registering on arrival and picking up repeat prescriptions.

The NHS Dumfries Infirmary has recently had six digital kiosks installed to assist with the check in process. Patients can automatically check in by swiping their appointment letter over the touch screen. The kiosks allow NHS staff to ensure a streamlined process, by managing this time consuming aspect. With the kiosk technology available in a reception, the issue of privacy is also tackled, as patients do not have to verbalise their details over the desk. Graham Gault, head of IT with NHS Dumfries and Galloway, explained that the kiosks “provide a more streamlined, efficient service for patients.” (BBC, 2012)

Automated kiosks can benefit hospitals with functions such as:

  • Wayfinding
  • Patient check in/check out
  • Patient communication
  • Information points
  • Digital signage
  • Translation

As well as satisfying the patients, the hospitals are also hugely benefitting from the introduction of digital kiosks in the healthcare system. For example, the technology allows for accuracy of data information and reduces the risk of error. Kiosks used in the healthcare industry can also help minimise the amount of paperwork involved with each patient. A report has shown that patients and administrators spend over 110 millions hours a year on paperwork.  Having kiosks reduces wasted time, allowing staff to focus on more important tasks and enabling the patient to come first.

Check out our NHS case study, which explains how Protouch introduced the queue management kiosk in Nottingham University Hospital to reduce waiting time and improve organisation.

Automated Reception Kiosks At The BBC Worldwide Showcase

With the emergence in touch screen technology, users are becoming more accepting of the notion of a self-service culture. Touch screen kiosk solutions are being utilised within businesses and organisations to maximise resources and streamline processes.

The BBC has recently invested in launching automated reception kiosks. Their main purpose is to provide a point where visitors are able to register their arrival with ease and simplicity. Whilst they still have the chance to interact with a receptionist in person, the reception kiosks offer an interactive, self-service option that enhances the user experience. With the integration of software, the kiosk is able to create a log of visits.

Key features include:

  • Touch screen sign-in
  • Motion sensor to trigger display
  • Webcam takes photo of visitor
  • Prints visitor pass with photo
  • Information storage

Twelve reception kiosks also featured at the BBC Worldwide Showcase Liverpool 2012, which were established to enable visitors to sign in upon arrival. As first impressions are vital, the kiosks were designed to be aesthetically pleasing and adapt to the contemporary space. Having twelve applications available means that the kiosks are able to deal with a large volume of visitors, thus, crowding and queues can be minimised. The kiosks received positive feedback in that a large proportion of the visitors used them and were satisfied with the service they provided.

Key benefits include:

  • Reduced queuing times
  • Sped-up process
  • Less receptionists needed
  • Handles large volume of visitors at one time
  • Allows visitors to interact with event

See how Protouch Solutions can offer your business similar benefits. For example, take a look at our NHS case study, where we installed a queue management kiosk in Nottingham University Hospital.