Customers don’t always behave as we would expect when using our kiosks. In the context of software, this is referred to as the “happy path” where everything goes according to plan.
As kiosk software developers we also must plan for what we’ll refer to as the “sad path.” This is when the customer deviates from the expected behavior.
In this article we’re going to be covering the case where the customer walks away from our kiosk in the middle of their transaction.
Obviously, we don’t want the next customer to continue where the previous customer left off. The new customer needs a fresh start and it would be confusing if they walked up and the kiosk is in the middle of a transaction.
Let’s start by first talking about why customers might abandon their kiosk transaction.
In this article we’re going to plan an example payment kiosk workflow which can be easily adapted to fit your specific requirements. If you’re designing your first payment kiosk, this is a good starting point.
A kiosk workflow is simply an outline of the screens your customers will encounter while using your kiosk. This is a quick and easy way to get your ideas “down on paper”.
By the end of this article you’re going to end up with an easy to understand payment kiosk workflow which you can share with your designers to create user stories and wireframes.
Steps for creating a kiosk workflow…
List the all the kiosk features
Separate features into MVP Kiosk features (initial release) and Rev 2 features (subsequent releases).
This article is a cautionary tale about one of the costliest and easily avoidable mistakes companies make when developing their first payment kiosk.
One of the most common calls I get as a kiosk consultant is from a project manager or developer asking me how to integrate some payment device (i.e. a bill acceptor) into their kiosk application.
If you’re asking this question, then you messed up a long time ago.
Avoid wasting time and money on the wrong features
Companies overbuild their first kiosk all the time. They assume they know exactly what their customers need and proceed to invest heavily, without gathering early customer feedback. Then they build the wrong thing and waste a bunch of time and money in rework.
If you want to avoid this common pitfall, keep reading…
Self-service kiosks are everywhere from street corners to grocery stores and hackers are gunning for your customer’s data. Payment kiosks in particular are attractive targets because cardholder data is easy to monetize.
In this article I’m going to cover several techniques for hardening your kiosks security. Many of these kiosk hardening techniques involves functional changes to your kiosk application, so you’ll need to get your developers involved.
It’s Sunday morning and you’re fiending for a Sausage Egg McMuffin as you walk into McDonald’s. Near the checkout line you’re faced with a row of self-service kiosks and the choice to either order from a kiosk, or a cashier.
That first screen you see on the kiosk (the kiosk attract screen) is a major determining factor in influencing if you opt to order from the kiosk, or the teenager behind the counter.
Since the point of deploying our kiosk is to promote self-service, using the kiosk is obviously the desired outcome. In this article I’m going to cover the key components for creating an engaging kiosk attract screen to help your customers choose your kiosk over interacting with your staff.
Your kiosk attract screen must incorporate the following:
NPS is a highly regarded loyalty metric that people at companies like yours use to collect the customer feedback they need to inform their business strategy. It’s seen by any as a better indicator of customer loyalty than traditional customer satisfaction surveys.
In this article we’re going to discuss how the world’s most popular free online survey tool SurveyMonkey can be used with KioskSimple to create a Net Promoter Score® survey kiosk.
NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld
Employee engagement has recently become a trending topic among human resources professionals. This doesn’t mean that employee satisfaction stopped being important overnight. In general, you can think of employee engagement as a deeper, multidimensional concept that encompasses other measures in addition to satisfaction.
In this article we’re going to discuss how the world’s most popular free online survey tool SurveyMonkey can be used with KioskSimple to create a simple employee engagement survey kiosk.