Demand for self-service technology has grown exponentially over the past few years. As of summer 2023, more than 84% of Americans said they like using self-service kiosks, while 66% said they would choose self-checkout over a manned checkout lane. Merchants have moved rapidly to meet the exploding consumer demand for self-service. For restaurants, the total number of kiosks globally increased by 43% in the two years to June 2023, nearing 350,000 installations, and is forecasted to double by 2028 according to Automation & Self-Service.
Self-service kiosks are revolutionizing consumer interaction across many industries including retail, hospitality, restaurant, and healthcare. Kiosks hold many benefits from convenience, reduced wait times, and enhanced customer experience, not to mention increased average ticket sales for merchants. Deploying kiosks is a complex process that involves planning and consideration. To help you navigate this journey, we've outlined the top five essential details you need to know before your kiosk deployment.
1. Your Objectives
Setting clear objectives is fundamental when planning a self-service kiosk deployment. Knowing the specific goals you want to achieve will guide your decision-making process and ensure a successful rollout.
Identify the purpose of your deployment so you can get the most out of your new technology. The purpose can range from decreasing wait times, improving efficiency, or enhancing the overall customer experience.
Additionally, understanding your target audience and their needs is essential for successful kiosk deployments. It’s helpful to know who will be using the kiosks along with identifying what their preferences and requirements are. Understanding this will help you tailor the kiosks’ features, functionality, and user interface to meet the needs of your consumers.
2. Thorough Planning for the Location is Key
Location is one of the most critical factors in the success of your kiosk deployment. The right location in the store can significantly impact the performance and effectiveness of your self-service kiosks.
Ensure that the in-store location you choose is large enough to accommodate your kiosks. It should be an area that is convenient and easily accessible. Assess the location for any obstacles that may delay or interfere with the installation like door clearance, stairs, etc. Additionally, make sure that the chosen location has access to electrical outlets and a stable internet connection. Assess the location for any obstacles that may delay or interfere with the installation like door clearance, stairs, etc.
The best way to plan for the location of your kiosks is to conduct a site survey in advance. In most cases, your stores won’t already have the electricity necessary to power a kiosk pre-wired, so a site survey will help you determine:
- Does this installation require electrical work?
- If so, how complex are the electrical requirements?
- Can one vendor get it done, or will you need both a low voltage cabling technician and an electrician?
3. Centralized Staging, Kitting, and Integration Can Improve the Success of Your Kiosk Deployment
Centralized staging, kitting, and integration are critical to a successful self-service kiosk deployment. Self-service kiosks come with many different parts and components such as monitors, payment terminals, brackets, and mounting arms, which leaves a lot of room for error if the building and installation of all these components is completed in the field.
Centralized staging events are all about doing as much as possible in a controlled environment to minimize the effects of what can happen in an uncontrolled environment in the field. Without proper staging, kitting, and integration, there is a higher chance of encountering problems such as missing or incompatible parts, faulty connections, or software issues. By working with a centralized partner, you can ensure that all necessary equipment is prepared and ready for deployment before it reaches the field, improving the success of your installation.
Centralized staging also helps to makes sure that your kiosk is fully functioning and correctly installed, limiting failure rates. With all this in mind, having all the kiosk equipment staged, built, kitted, and integrated with a centralized partner reduces risk and saves money during your self-service kiosk deployment.
4. You Shouldn't Minimize Testing
The best way to improve the success of your self-service kiosk deployment is with thorough testing. While kiosk deployments are often urgent, high priority projects, it can be tempting to skip testing, but this can lead to numerous, costly issues in the field. Testing ensures that the kiosks function as intended in your stores, makes sure that all of its hardware and software operate smoothly, and detects any issues that could disrupt your full-scale rollout and the user experience.
While your equipment should be tested first at the integration center, it’s important you test it in the field through both proof of concepts (POCs) and a pilot as well. It’s crucial that you don’t skip these phases because they help validate the practicality and effectiveness of your self-service kiosks in a controlled environment.
By conducting POCs your business can identify potential issues and adjust before the full-scale deployment. Pilot testing involves placing kiosks in real world settings to gather data on their performance and identify any last minute issues. By conducting POCs and pilot tests, you can ensure that your kiosks are ready for deployment and minimize potential risks, ensuring a smooth rollout.
5. Hardware and Software Considerations
It’s crucial you choose a kiosk that complements its location and usage requirements. There are many kinds of kiosks such as wall mounted, countertop, and freestanding kiosks. Choosing the right kiosk for its location will ensure the success of your deployment. Also, confirm that you have all the necessary hardware components for your kiosk deployment. This includes touchscreens, printers, card readers, and other equipment required to provide a seamless user experience
To minimize risk with your deployment, it’s best to centralize the procurement of all your hardware as much as possible. This helps to ensure all the necessary equipment, from the kiosk monitor to the smallest screw, is delivered to the store location at the same time to prevent delays and revisits in the field.
When selecting your centralized hardware procurement partner, you want to be sure you choose a partner who not only has relationships with all the vendors you need, but also has a deep understanding of each OEM’s special bid processes.
In addition to choosing the right hardware, you must ensure the kiosk software is compatible with your existing systems and supports integration. By choosing a software solution that integrates well with your existing infrastructure, you can improve operations and efficiency. Further, confirm that the software is user friendly and is easily navigated by consumers and employees
An Experienced Partner for Your Self-Service Kiosk Deployment
Deploying a self-service kiosk can significantly enhance your customer experience and operational efficiency. However, successful implementation requires careful planning. A company that acts as a trusted advisor and offers centralized staging will help deploy your self-service kiosks from selecting the right hardware to ensuring user-friendly software, and installation.
Level 10 has completed large-scale kiosk deployments for several leading QSRs and retailers. With the installation of tens of thousands of kiosks in thousands of stores under our belts, we have the proven processes to ensure a successful store kiosk rollout. To learn more about how Level 10 can support your self-service kiosk deployment, contact us today.
