The New Year has arrived and with it comes optimism for the upcoming year for the self-service industry.

Technology is constantly advancing and sectors undergo trends which can be easily predicted based on the latest gadgets and gizmos.

Here at Protouch kiosk manufacturers, we strive to be up-to-date with the latest industry news.

The KioskMarketplace.com has scoured the industry to talk to experts on what the major trends for 2012 might be and the findings reveal that;

- The retail sector is to embrace the technology the most

- Mobile technology will rise

- The health care industry will cut costs by deploying technology

- Vending machines

RETAIL;

Touch screen kiosks are extremely beneficial for many areas but the retail and consumer good division is particularly helpful. According to the new verdicts, retailers will clinch kiosk solutions and tablets more than ever before and invest in the technology to increase growth.

An in-store kiosk can display information on products that are only available online and by being deployed on the floor; consumers can interact and look through transactions easily and quickly. They are also a great alternative due to low cost maintenance.

MOBILE;

The trend of mobile is already present but this is set to grow in the upcoming year with smartphone technology being the instrument that transcends all platforms for convenience and allows the shopper the greatest experience at home and on the move.

HEALTH CARE;

The UK government has cut a lot of public spending in order to tackle the country’s deficit and in a bid to reduce costs; the health care sector will reap self-service technology.

Only last year did we save around £80,000 at The Royal Surrey County Hospital NHS Trust after it deployed check-in and information kiosks from Protouch.

VENDING MACHINES;

There have been multiple examples of touch screen vending kiosks such as wine dispensing kiosks, ice cream dispensing technology, bread distributing and rail ticketing. Industry experts forecast that more vending kiosks will arise over 2012.

Mr John Shepherd-Barron, world's first ATM inventor

The world’s first ATM was installed in a branch of Barclays in Enfield, in North London, this week 45 years ago this week.

And the man who invented the financial lifeline? Mr John Shepherd-Barron.

Mr Shepherd-Barron was a Scottish inventor and the pioneer of the development of the cash machine. The success of his first and greatest invention is something to which millions of Brits take for granted each and every day- to be able to withdraw money from a ‘hole in the wall.’

It was the Scot’s inspiration, to which he found in the bath, which hauled Reg Varney into fame as the very first person to withdraw cash from an ATM.

Reg Varney, the first person to use an ATM

Mr Shepherd- Barron died on 15^th May 2010 after a brief illness at the age of 84 but before he passed away he told the BBC: “It struck me there must be a way I could get my own money, anywhere in the world or the UK. I hit upon the idea of a chocolate bar dispenser, but replacing chocolate with cash.”

And that was that- over a pink gin Mr Shepherd-Barron signed a contract with Barclays bank. At the time he was working for a printing firm called De La Rue.

The cash dispensing machines were slightly different to the ones in present day, as plastic cards had not been invented yet so Mr Shepherd-Barron’s machines used cheques that were infused with carbon 14, a mildly radioactive substance. The machine detected it and then matched the cheque against a PIN number. It paid out a maximum of £10 a time.

There were teething problems however as with all technologies. The first machines were vandalised and one unit began to malfunction. But one by-product of inventing the first cash machine was the concept of the PIN which was influenced by his wife at the time Caroline, who argued over the kitchen table that she could only remember four figures as opposed to his six-figure army number.

Today a small plague is placed outside the ATM at Barclays in Enfield High Street. Now there are more than 1.6 million cash machines worldwide- it is the ultimate British understatement.

Before he died Mr Shepherd-Barron told the BBC how he believed his invention use in the future would change due to the demise of cash. He predicted that society would no longer be using pounds coins and paper notes but instead swiping out mobile phones at till points, even for small transactions.

It seems the magnificent inventor was right on cue as T-Mobile and Orange have just announced their joint forces with Vodafone and O2 to develop a ‘wave and pay’ system on network handsets which will essentially turn mobile phones on the participating networks into wallets.

For more interesting facts and news on Touch screen technology, visit Protouch.

PIC Credits: BBC

Getting the function of a touch screen kiosk right is fundamental to a unit’s success; it is important as it is the reason for a unit’s existence. If you get it wrong, the unit’s purpose is pointless.

The right functions will meet with a consumer’s wants and needs and are therefore integral to keeping the customer content and happy. A customer’s experience is what will make them return or not.

There are many different types of Touch screen kiosk

that have varying functions to suit your business. Whatever you need a kiosk for, the technology is there to deploy in your firm to enhance your staff and consumer experience.

Functions include;

- Ticket dispensing

- Scanning

- Product purchasing

- Product information and location

- Bill Payment

- Customer/patient check-in

Product information and location increases customer loyalty and satisfaction by empowering shoppers to accomplish their goals independently.

It frees employees to provide customers with more targeted and beneficial interactions as opposed to menial transactions and it enables promotion, cross-selling and up-selling.

Bill payment function allows organisations to reach the growing unbanked market, particularly in a challenging economy.

Again it frees employees to focus on serving customers, ensuring their problems are dealt with and they are satisfied instead of the time consuming and expensive task of processing payments.

Therefore this offers a quick and simple option for customers to complete a necessary task; increasing revenue.

Customer/patient check-in kiosks ultimately streamline the process of dealing with customers. In a hospital staff will know exactly where a patient is, who is seeing them, at what time their appointment is and what their problem is.

It is efficient in that one kiosk can do the same tasks as a member of staff, reducing wage costs.

It also allows customers to browse categories and information until served instead of standing in a line getting bored. This thereby exposes them to brand and products, improving advertising revenues and decreasing waiting time.

Install a Kiosk in your business today, with Protouch.

Interactive touch screen interface that immediately attracts the customer

Kiosks are simply a machine that is deployed in areas where there are high volumes of traffic. Many kiosk systems today are accompanied by a touch screen interface, a major step away from the traditional keyboard.

Nowadays the general public are so used to have kiosk systems in their every day lives and combined with the continual access to computers and the Internet most people have no reservations about using the Internet. In fact, most people are keen to interact with kiosk systems when they need quick and efficient service.

One of the most common forms of kiosks is the ATM or otherwise known as the hole in the wall. With ATM’s the screen asks the question and the user replies by pressing the corresponding button to provide the correct data to the kiosk.

Interactive Touch Screen Payment System for Kiddicare

There are other types of kiosks that operate with a keyboard and trackball which is used like a mouse to move the cursor around the screen. These types of kiosks are most commonly found on information point kiosks, business card printing kiosks and town centre Internet access point kiosks. These types of kiosks are very user friendly as they work on the basis of a home computer with a QWERTY keyboard and a mouse which people have become very familiar with. And with these machines being open to the public, they have to be developed as vandal proof as well as being weather proof.

Nowadays kiosks can be fitted with motion sensors which can detect when a person is standing in front of the kiosk. These high tech systems have the ability to detect when a person has arrived at the store or leaving the store, switch to a digital sign when no one is around and switch into user mode if some approaches the kiosk.

And as technology improves kiosks are become more advanced and sophisticated; however there is a considerable gap between the first ATM machines being installed and the supermarket chains deploying kiosks with a variety of features and applications.

Supermarket checkout kiosks have multiple functions and have touch screen weighing scales as well as infrared scanner reading bar codes. Supermarket kiosks have been embraced by consumers and the touch screen system has become a common feature in most supermarkets.

Local councils are using the kiosks to deliver a wide range of public services, providing a plethora of information and bill payment systems that enables the customer to perform the tasks they need efficiently and effectively. Kiosks are also appearing in schools, colleges as well as universities that provide access to information and support for housing, jobs, training and further education opportunities.

The future of kiosks in our society will continue to grow rapidly the more interactive they become. XBox are planning to launch a brand new game console which will rival the Nintendo Wii; however instead of using a remote control the machine will instead see your movements.

Kiosks are being used by local councils for delivering a range of public services, providing access to information and bill payments and enabling customer services departments to concentrate on more complex issues with their residents. Kiosks are appearing in Schools, Colleges and University’s to provide access to information and support for housing, jobs, training and education opportunities.

With body sensors users will be able to interact with kiosks without actually physically touching them. Simply by waving your hand in front of the screen may allow customers to access information in the near future.

With whole body sensing technology users will be able to interact with kiosks without a need to physically touch the screen. Moving between content can just be a matter of waving your hand in front of the screen. Whatever new technologies emerge for kiosks the main point is whether these technologies make it easier to interact with information. Keep an eye out for other future technologies being applied to kiosks.

Video Conferencing in action

Okay so this may appear a little dramatic however the integration of self service and kiosk solutions is greatly reducing the amount of actual staff members employed onto the retail shop floor across UK stores.

Picture the scene: You walk into your local retail store searching for a particular product you cannot find. Frantically running around the isles searching for a staff member to assist you in your search, you find that not a team member appears in sight and all you are faced with is many computer screens and kiosk terminals. Not exactly the warm and friendly smile that you were hoping for but the only solution to your problem. So is this really going to work?

Well whether it will or not, this may be the future of customer service and already we have seen kiosks and self service checkouts deployed in our supermarkets, retail stores, pharmacies, post offices, in fact everywhere you look a kiosk has been put in place to replace staff members.

In Canada, the adoption of self service has taken the country by storm with Staples Business Depot already deploying video kiosks across all of its 34 stores around the country. The video kiosks connect to operators in Toronto who can help customers locate exactly what they are looking for.

Chris Woods, Chief Technology Officer of ClairVista, believes that video conferencing is the way forward when it comes to small businesses that are strapped for cash and struggling to employ staff members who have the knowledge and understanding of the brand and products they sell.

“Everybody who goes into a retail store today and walks away frustrated that they could not get their questions answered can get the help they need,” Woods said.

When pilot tests were run at the Staples store for the kiosk systems they found that they proved to be more popular with the customers as opposed to the staff members on call if customers needed a helping hand.

DL Baron, CEO of Expertcity said, “We found that consumers are lining up to talk to the person on the screen because they know the dopey kid behind the counter can’t answer their question.

“When consumers start using it, it becomes their preferred mode of engagement.”

However, video kiosks and information points cannot simply replace staff members completely. One of the key features of owning a store is making an impression on the customer and having a staff member to meet and greet when they arrive is highly important in order to retain business. On top of this, many customers may feel that integration of just kiosk systems is there because the company are looking to replace humans and cut down costs.

Baron believes that large retail stores don’t offer top quality customer service anyway and that video kiosks will actually be a major improvement.

“How many times have you walked out of the store because you knew more than the kid who was helping you?” he said. “Floor clerks have an impossible task in trying to keep up with and explain increasingly complex products.”

Baron believes that having set kiosks offer information on a product area can provide much better advice than a store assistant. Kiosks can also show videos which demonstrate how the products work and could even offer print outs for consumers to take away.

Customer service is still key in all of this and having automated responses or video kiosks can make the customer experience more impersonal. Customer service expert, Robert Spector author of ‘The Nordstorm Way,’ said,

“A lot of companies get enamoured with the technology and lose sight of the consumer,” he said. “Many companies don’t think like their customers, they think in ways to make (the company’s) life easier, rather than ‘how do we make the consumer’s life easier.’ “

There are so much more to kiosk systems that what meets the eye. Not only are they a cost effective service for the company and a new solution to the customer, there are other ways in which customers can truly benefit from a kiosk system.

Kiddicare kiosk allows customers to order products that are not available in store

Benefits to customers

Offers privacy: Consumers may not like the idea of having to shout out loud which product they are wishing to purchase or further discussing it in store with an assistant they have never met. Kiosks remove the potential embarrassment.

Faster service: Kiosk systems enable customers to speed up their customer waiting time and unnecessary hanging around which is often the case if all your staff members are preoccupied.

More convenient: Consumers don’t need to be computer savvy as kiosks don’t require any particular training or intelligence. Nowadays many customers are able to comfortably use interface kiosks and find it much easier than talking to a sales assistant.

Communication: Kiosks can’t be misunderstood so further enhances the customers experience because they don’t feel the frustration of not being able to communicate their needs.

Precision: The customer receives exactly what they are looking for and all their needs are met via the kiosk.

Benefits to the store owner

Productivity: Kiosks can maximise productivity by limiting the amount of time spent in conversation and data entry. If there are multiple kiosks then it can take orders simultaneously.

Ordering accuracy: When ordering with a store assistant there may be the case that the order when completed isn’t correct. There is a small margin for human error; however this is drastically diminished if kiosk systems are installed.

Easier to hire staff: Now you can focus your staff members more on what they do best. As opposed to having staff who need to do all jobs, you can now leave the customer service mostly down to the kiosks and manage your staff members more effectively.

The future for kiosks only looks like it is set to grow over the next few years; however the complete removal of staff members on the shop floor won’t be for a very long time. And if it every does then there are certainly going to be a lot of unemployed people hanging around the UK.

Many high street stores and supermarket chains are continually looking at new ways to improve their customer service. Adopting new technology and integrating it into the modern citizens daily lifestyle is forever a challenge as the way people communicate and shop is changing daily.

Many big stores such as Best Buy, Kohl, JCPenney and Walmart, are developing new technology driven marketing strategies to try and bring more customers through their doors. We take a look at the lengths companies like these will go to make a change in how they respond to their customer base.

Kohl – the mid price US department store – has announced they will roll out touch screen kiosks across 1,000 of its stores. The new systems will act as the connection between their actual stores and website.

“We think the kiosk implementation has an opportunity to lift our trend in e-commerce,” Kevin Mansell, chief exectutive, told investors this year.

The new kiosk systems will allows users to browse their ecommerce website as well as complete transactions if for example the products are not available in store.

JCPenney, a major rival of Kohl is also adoption kiosk systems which link to the website and expected to be rolled out across 150 of their stores this autumn. Rather than roll out a kiosk to all of their stores they are focusing it on smaller stores that do not stock their full collection. Tom Nealon, chief information officer, argues that customers equipped with Smartphones to place orders are less likely to need to use in-store kiosks.

“We are not looking to deploy a lot of hardware at great expense, when we have such conviction that the mobile devices our consumers are carrying become as much a part of shopping as swiping a credit card.

“As part of our customer experience strategy, we are constantly having to decide where we want to invest our money and resources,” said Mr Nealon. “Because you can’t go after everything at once.”

Many shoppers who have Smartphones are able to use tools from the online world in-store. Checking prices at rival stores and looking for independent product reviews is just a few ways in which customers interact when purchasing products and services. Many can use their phones to receive digital offers as well as look at access payment systems and complete transactions.

The integration of multifunctional channels gives consumers more choice in how they shop, however at the same time giving customers too much choice allows them to become confused about how to go about purchasing from your store. When it comes to kiosk systems they need to have a highly functional purpose that the customer is fully aware of. If you are using a kiosk to sell products that are not available in store, make this known using clear signage as well as encouraging your staff member’s to inform people of the services available. There is a lot involved when it comes to customer loyalty and looking after clients in the best way possible, however there is no real need in deploying a kiosk system if you don’t advertise to your customers to what it actually does.

If you are looking to deploy a kiosk system into your business then we recommend that you have a look at our critical guide which looks at the things businesses need to consider when deploying a public facing kiosk. You can access the Kiosk Guide here.

Public facing kiosks are a part of our everyday lives. Whether you nip to your local supermarket and use the self check out service, or visit your bank to deposit money at the touch screen systems, self service has become a convenient solution for our every day needs and it looks like it’s not going anywhere for a while.

Top customer service is essential in today’s ever changing society and the key way to keeping your customers loyal and spreading the good word about your brand. With our society set on fast mode, with little time for rest and relaxation there is a growing need for businesses to implement efficient and easy to use kiosk solutions to meet the needs and lifestyle of today’s consumers.

Kiosk deployment is an innovative way to offering extensive services; however many businesses are unsure of what it entails and what types of things they need to be looking for when employing a kiosk supplier for their kiosk solution.

To give businesses a helping hand, Protouch have developed a critical guide titled, Top 20 Critical Points to Consider When Buying a Public Facing Kiosk

.

The guide lists the key areas that a company needs to look at when choosing a kiosk supplier and what types of questions they need to ask before they choose their kiosk supplier. With each question comes a detailed answer as to what customers should be expecting to hear back from a kiosk supplier based on Protouch’s expertise in this area.

The most significant questions cover DDA (Disability Discrimination Act) compliance, ISO accreditation’s, CE and EMC certificates and years of experience in developing kiosks. With all areas of kiosk deployment featuring in the book businesses have a comprehensive guide to check against in order for them to make an informed decision about which kiosk manufacturer to choose.

To view the complete guide as well as all our other Protouch guides in kiosk deployment, click here.

IKEA Kiosk manufactured and deployed by Protouch

If you are looking to consider a self service kiosk to implement into your business then there are a few things you need to consider before you go ahead and deploy it into your company.

Our current world across all industry sectors has become so much more competitive over the last few years due to the gruelling recession we have all faced which has left many companies looking for new and innovative ways to bring more customers through the door.

Over the last five years, the kiosk industry has proven to be a huge success with may companies deploying kiosk systems and seeing a relatively high ROI.

Most kiosks today are based around touch screen systems which allow consumers to interact with the system in exchange for goods, products and services. In most cases the customer is aware of what that are looking for and a good kiosk system will easily allow a user to access the information they need with ease and efficiency.

With a kiosk you can:

Guarantee 24/7 service

One of the main advantages of a kiosk system is that the machine can be left to its own devices without the need of staff members. You can deploy kiosk terminals across various locations outside of your stores etc so that you can provide a 24/7 service to customers as and when they need it.

Supporting self service

In today’s society, most people are familiar with self service kiosks and can easily operate them without the help of staff members. Most only seek technical help and support as and when they need it. With a well programmed kiosk system, you can direct your customers exactly to the information or products they wish to purchase or see, allowing them a completely fulfilled experience while shopping in your store.

Easy to maintain

Kiosk systems are often made in bulk and then designed as a bespoke item so that you can tailor it to your company needs and requirements. If your kiosk experiences technical difficulties then most kiosk suppliers will provide technical care and support as and when you need it.

Improves market reach

Kiosks work 24/7 and can therefore increase the market you reach. Kiosks are primarily designed to be deployed in public areas, so making sure they are marketed well and stand out in a room is essential to the deployment.

Reduces staff members time

Kiosks are cost effective and allow staff members to free up their time to do other tasks in and around the office. They reduce the workload and allow the option of having a a kiosk system implemented across locations outside your offices and stores, further expanding your reach, reliability and brand image to current and prospective customers.

Touch screen technology is everywhere and it’s just getting bigger by the day. The multimedia interactive technology offers consumers a modern platform which allows them to say good by to the keypad and hello to a innovative and compact technology products.

Although it may only seem that the touch screen interface has been around and about for the past few years, research suggests otherwise. Dating back to the 80s the touch screen was a new and exciting technological device that has been developed and improved over the years to mix into our every day world; and that development has proven to be a huge success with mobile phones, kiosk systems, computers and many more technology products adopting a touch screen interface.

So to give you an idea of the world of touch screen and how it all began, here are a few touch screen gadgets from years gone by.

The BBC’s Tomorrow’s World programme in 1982 featured a very early touch screen computer. Unfortunately the exact model is unknown.

In 1983 Hewlett Packard’s HP-150 was the first commercially available touch screen PC. The screen was fitted with a grid of infrared beams which were in place to detect finger movements across the screen; however the IR sensors often became clogged up with dust and dirt and required regular cleaning.

In 1993, Apple was still leading the way in handheld devices with its Newton PDA. With handwriting recognition it was years ahead of its time and even now the device is commonly found being sold on Internet auction sites for large prices.

The first ever Smartphone was launched in 1993 with the IBM’s Simon. It featured a calender, note pad and fax function. Users could put their phone numbers using the touch screen interface.

In 1996 the Palm took over the touch screen market for over ten years with its Pilot series. The company then expanded its products to Smartphone technology getting rid of its operating system in favour of Windows Mobile.

The year 2000 saw the launch of Microsoft handheld ‘tablet’ devices. Bill Gates, founder, saw the potential of the touch screen device and launched the product with the Windows XP Tablet edition in 2002. Not many people bought the tablet PC’s due to the high costs.

2004 saw the introduction or touch screen Smartphones which have grown in popularity over the years. Handsets such as Nokia’s Symbian handsets, Windows Mobile as well as the Sony Ericsson’s UIQ phones have all driven the touch screen technology forward.

The launch of the Apple iPhone in 2007 hit the touch screen industry by storm. There was a lot of work that needed to be done to the device for it to meet to people’s expectations however the sleek and sophisticated design proved to be an overall winner which left many other mobile phone manufacturers struggling to play catch up.

2008 saw the touch screen industry move for a more commercial than home use. The new Microsoft touch screen controlled table was launched prices at a whopping £8,500. The new interactive system adopted a multi touch surface which allowed many users to interact at the same time.

And as we arrive into 2010 the iPad landed on our doorstep. The new multi-functional facility has received massive interest worldwide with 1 million units sold within a month of its launch.

Protouch Kiddicare Kiosk Collection

Well maybe not 1000 but it can sure seem that way if a kiosk is deployed professionally. There are a great many ways in which you can deploy a kiosk system you just have to ensure you have the correct equipment and software as well as a company that you can trust to help you along the way.

To give you an idea of the different ways in which a kiosk can work for you, here are a few different ways a kiosk can be deployed and beneficial towards your needs and requirements.

Payment System

If your kiosk is deployed in strategic locations such as shopping stores, entrances to shops, supermarkets as well as train stations and air port terminals then you can provide your customers with a convenient, instant access bill payment system. 

Internet Kiosk

An Internet kiosk is an ideal way to entice customers into your store. If they can receive free access to the Internet the more likely they are to come in and further browse in your store. 

Information Kiosk

If you are providing information, help or advice through your kiosk, such as a way finder then you need to make sure it is positioned in the right places which is of use to the user. For example, if you have developed a kiosk system which allows users to learn about a product then there is really no point having the kiosk on the other side of the store away from where the product is being sold. A successful kiosk is always placed in a prime position for the customer.

Checking In/Update of Information

These types of kiosks are great for doctors surgeries or hospitals whereby the patient can update their information or check in for their appointment. This type of kiosk frees up staff members time and allows you to reduce the administration costs which can be time consuming and more costly than what they need to be.