The Self-Service Movement of Interactive Kiosks

Doug Bannister, Founder & CTO
April 19, 2016
self service kiosk in restaurant

Consumers today are more self-directed than ever. Few are bothered by self-checkout lanes in supermarkets or fast food restaurants, and the trial and adoption of these self-serve kiosks is growing rapidly. The growth in popularity and usage is partly due to companies getting better at implementing self-service technologies but is also due to the average consumer being more technologically savvy.

Kiosks with Interactive Displays Prompt In-Store Purchases

Self-service kiosks are becoming increasingly common in retail stores and fast food chains. They provide shoppers with the opportunity to direct their own experience, which makes it more enjoyable and efficient. These self-service kiosks are powered by interactive touch screens and are often combined with additional digital signs which provides businesses with an opportunity to cross-sell and upsell their products and services.

A recent survey by InReality on the Reality of Retail found that 69% of customers would be more likely to make in-store purchases if they had access to kiosks or interactive displays. As well, the survey found 78% would be more likely to visit a store that offered self-service for finding products or brands and a self-service solution for product or price comparison would increase the likelihood of 75% of customers making a purchase.

The online shopping experience has changed the in-store experience for customers, and to remain competitive, bricks-and-mortar retailers are having to become smarter, more data-driven, and more technology-forward. Self-service kiosks can be an important aspect of technological sophistication.

Self-Service Ticketing Can Be a New Profit Center

Self-service kiosks for ticketing are proving to be valuable profit generators for many businesses. Not only can most of the headaches of paper-based ticketing systems be avoided with these self-service solutions, they generate profits due to the fact they reduce the amount of staff required and often can process business faster. For example, a sports or entertainment venue, or a transportation hub can use self-service kiosks to quickly and easily dispense tickets and process payments, as well as promote complimentary products, services or events. Integration with sales and inventory systems and Internet of Things (IoT) technologies also provides numerous opportunities for making self-serve kiosks even more valuable to both businesses and customers.


Putting the Customer in Charge

When a customer interacts with a well-implemented self-service kiosk, they feel as if they have more control over their shopping experience. Advertising delivered through interactive digital signage that is part of the self-service kiosk can find a receptive audience as long as kiosk users have that feeling of contentment with the technology and control of the event. Self-service options that are consistent from location to location offer customers a sense of familiarity that can reduce the anxiety of shopping in a new setting and set the stage for successfully presenting offers and discounts.