As has been proven many times, simply installing new technology, expecting customers to start using it and deliver transformative results is unlikely to result in success. Unless of course, it’s part of a cohesive, well thought through strategy that begins with the customer.
Integrating self-order and pay kiosks into a store or restaurant environment is not a one-woman (or one-man) show. It begins with a meeting of the minds.
It’s essential to understand as early as possible in the process – before implementation – who the consumer is and what you as the operator/owner want to achieve both today and tomorrow.
Colour, size, aesthetics, and location are all important questions to be settled, but understanding the customer journey requires time and research. A business that takes the time to understand these decisions at the outset will see a much more successful implementation down the road.
Kiosk implementation should not only enhance guest experiences, but also improve business operations. It should free employees to turn their hands to other tasks they were struggling to find time for. A successfully implemented kiosk should be a “disruptive but well integrated technology.” In other words, since consumers are already familiar with touchscreens, it’s important that a kiosk is familiar and intuitive, yet stands out and enhances their experience.
To learn more, listen to our “Beyond Technology” podcast episode that focusses on this topic in more detail using the links below.
