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Top 4 Critical Steps to Kiosk Adoption

Top 4 Critical Steps to Kiosk Adoption 3

tablet in hand

Key steps to raise awareness, educate & encourage customers to use self-service kiosks.

The shopping experience is changing globally at an unbelievable rate; with customers able to buy via chat bots, apps, mobile websites, vending machines, kiosks & more – all without ever speaking to a person.

For low value, high volume, convenience based purchases a self-service solution of some sort makes more sense than hand sanitiser after taking public transport.

So here’s the question I’ve been fielding from almost every one of my clients over the past 12 months or more: Why don’t customers use self-service machines?

Outside of Airports & Supermarkets there is a marked trend of kiosk & self-service machines that are under-utilised; with the most common anecdotal feedback that “the only people who’re using these things are kids who think its a game!”.

Here are the top 5 causes that we’ve captured from the banking industry in regards to using the deposit feature on Smart ATMs:

So… what can we do about it?

1. Raise Awareness

2. Educate on the Process

3. Encourage Usage

4. Enforce the process

So there you have it; kiosks are about so much more than the software or products you’re offering. You need to leverage traditional & digital methods of communication to facilitate change management for your customers & their current habits.

We’re here to chat if you want some help putting this into practice.

Top 4 Critical Steps to Kiosk Adoption – Ben Smith

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