Interactive kiosks provide a low barrier-to-entry and high ROI way to engage customers in key areas of your business. Now ubiquitous across retail, grocery, and hospitality, self-service kiosks are used for things like payments, check-in, product discovery and more. While shoppers love having self-service options, businesses also need to ensure that their kiosks are visible, easy to use, and effective at helping the customer complete their task. We’ve put together this kiosk best practices guide based on thousands of successful installations with Aila customers.
Placement and visibility
Setting the scene for a successful deployment
Kiosk visibility is a vital but often overlooked step in many solution deployments. Businesses that are laser-focused on getting the software experience right may neglect physical and environmental factors.
1. Place kiosks in a high-traffic area
Kiosks are most often used when they’re located at frequently visited areas. For example, a deli ordering kiosk should be placed near the deli counter, where shoppers are used to going to place their orders.
However, it’s also a good idea to put kiosks in other high-traffic areas. Consequently, grocers should place deli ordering kiosks at store entrances as well so that shoppers can place their order without having to walk to the back of the store.
2. Ready your environment
There are several conditions to consider when deploying your kiosks. Things like lighting, surrounding objects, and the kiosk itself can all contribute to whether or not customers notice or use it.
Studies have shown that lighting can help guide customers through a store. So, make sure the area the kiosk will be located in is brightly lit and that the screen is set to a high brightness setting so that it doesn’t appear to be turned off or “out of order” from afar.
If your kiosk has a scanner, make sure it is illuminated. Scanners are a call-to-action for customers who want to scan products, cards, or IDs.
Finally, place the kiosk in an area where it is likely to stand out. A kiosk that is on an already-cluttered counter or shoved between two clothing racks will likely go unnoticed by customers.
3. Choose the proper mounting option
Kiosk mounting options take many forms—floor stands, table mounts, and wall mounts being the most common. Floor stands are ideal for large, open areas as they are great at drawing attention to the kiosk and don’t require a surface to mount the kiosk to. Table mounts are perfect for counters, such as at a store checkout area or a hotel’s check-in desk. Finally, wall mounts are great for small spaces where businesses can take advantage of unused wall space (or poles) to mount the kiosk.
4. Presentation and cleanliness
No one wants to interact with a dirty, fingerprint-covered screen. To combat this issue, it’s best to make cleaning the kiosk part of your business’s closing or end-of-shift procedure. When cleaning the kiosk be sure to use antibacterial disinfecting wipes—especially during flu season.
5. The “fleet” effect
Once you’ve taken all of these steps toward making your kiosk visible, consider increasing the overall number of kiosks. A fleet of devices serves as a signal that the area is a “self-service center” and helps drive traffic toward that area.
Kiosk visibility quick tips:
- Avoid obstructing the kiosk with other objects, such as clothing racks, or signs. Putting the kiosk behind another surface could make it difficult or even dangerous to interact with.
- Make sure the kiosk’s height and mount are ADA-compliant. This includes kiosk height, the distance it protrudes from a wall, and more.
- Don’t place objects on top of the kiosk. Hand sanitizer or disinfectant wipes are a good idea, especially during flu season. However, they also are likely to fall off of the kiosk, causing a hazard on the floor.
This is part one in a series about kiosk best practices. Check back soon for part two.
Want a simplified and printable version of this guide to hand out to your employees? Download the Interactive Kiosk Best Practices Guide:
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