The 4 Principles of Using Kiosks for Queue Reduction

Self service kiosks are used by tens of thousands of businesses around the world to increase efficiency. One of the biggest benefits of kiosks is their ability to massively reduce queues in retail and service environments.

Reducing queues using self service kiosks isn’t quite as simple as installing them and hoping for the best. In order to successfully cut down queues, you’ll need to create a ‘flow’ from kiosk to counter and a simple, user-friendly kiosk system.

In this blog post, we’ll share four strategies that you can use to downside queues in your place of business and create a more efficient environment for your customers using self service kiosks.

Keep your user interface intuitive and simple

The best way to use self service kiosks for queue reduction is by encouraging people to use them for quick, simple tasks. A classic example of this is a self service kiosk in a bank that assigns tickets based on the requirements of the customer.

One key to efficient queue management is creating a user interface and kiosk work flow that’s intuitive and simple. Customers should intuitively know what to do with your kiosk, even if it’s their first time using it.

Using large buttons, a clear typeface and simple instructions, you can ‘guide’ users through your kiosk naturally. The easier your interface is to use, the less time most people will spend using your kiosk and the faster your queues will move.

Create a flow from your kiosk to your counter

Another key aspect of queue reduction is using your kiosks to manage tasks that are otherwise time-consuming and unsuitable to queue flow. When used properly, a self service kiosk is part of the ‘flow’ towards your counter.

Before considering a self service kiosk, break down your checkout process into steps and calculate how long each step takes, on average. Kiosks are best used as a way to manage steps that take a lot of time for a human but can quickly be automated.

From printing tickets for a sorted queue to replacing an in-person checkout, find a way for your kiosks to fill a gap in the checkout or order process that creates a flow of customers from the kiosk itself to your counter.

Place kiosks away from queues and waiting areas

Queues naturally develop when people aren’t sure what to do or where to go. When a checkout area is neatly organized and designed for maximum flow, efforts to limit queues are almost always more effective.

Placing a self service kiosk in the center of your checkout area can create blockages that confuse customers and worsen queues instead of fixing them. Avoid this issue by placing kiosks near counters but far enough away to prevent crowding.

Focus on 1-3 common customer tasks and processes

What are the three most common processes customers perform at your checkout or service desk? From making a purchase to requesting a ticket, your kiosk should only focus on a few tasks for maximum efficiency.

Most customers are naturally in a rush, and when a kiosk’s interface is too complex or specialized, they’ll skip it in favor of an old-fashioned counter. Use your kiosks to speed up your three most common processes and effectively reduce queues.

Customizing Your Kiosk: 5 Ways to Make Your Kiosk Strengthen Your Brand

For most companies, kiosks are a way to increase efficiency rather than strengthen a brand. However, with the right degree of customization a kiosk can be an incredibly valuable tool for developing and strengthening your brand.

From customizing its color scheme to promoting special offers, this blog post covers give simple but effective ways that you can use self service kiosks to strengthen and enhance your company’s brand.

Customize your kiosk’s color

Most kiosks are sold in black and white. If you’d like to make your kiosk better suit your brand, customize it by installing paneling that matches the colors used in your logo and corporate identify.

Different parts of your kiosk can be customized, from the structure itself to small panels that surround displays and buttons. Choose colors that match your logo to make your kiosk stand out and remind users of your company’s visual identity.

Integrate your company logo

Don’t just use your company colors to customize your kiosk – add your logo to its signage or screen. It’s easy to add a display featuring your company’s logo to your kiosk, either on the structure itself or on a second LCD display.

Adding a LCD display to the top of your kiosk lets you display special offer, coupons and other information. A kiosk placed in a location that receives high foot traffic can double as a permanent advertisement for your company’s latest products and offers.

Customize your user interface

Don’t limit your brand to your kiosk itself. Customizing your user interface is a great way to increase recognition of your logo, slogan and other important aspects of your corporate identity.

Customizing your kiosk’s user interface is a simple and inexpensive way to increase the amount of exposure customers have to your brand. Add a logo to the corner of your display for free, highly effective branding.

Promote your latest offers

Most businesses think of kiosks as tools to speed up processes and cut down queues, but they’re actually far more than this. A kiosk can be a highly effective promotional tool for telling customers about your latest offers.

Would you like to increase awareness about a new product or service? Add a splash screen to your kiosk that displays when it isn’t in use advertising your new product so that customers notice it before interacting with your kiosk.

Build an email marketing list

Email marketing is one of the most effective ways to bring customers back to your business, and a self service kiosk is a fantastic platform for collecting emails from your existing customers.

Once customers have paid their bill or completed their order, display a form which can be used to enter their email address. Many customers will opt in for a discount or special offer, helping you build a lucrative email marketing list.

Kiosk Usability: 5 Techniques for Making Your Kiosks Easier to Use

From reducing the size of queues to significantly lowering your operating costs, the benefits of self service kiosks are numerous. Like any new technology, kiosks can be challenging for some customers to use at first.

However, it’s easy to simplify your kiosks and make them more usable for all types of customers. In this blog post, we’ll share five simple but effective usability tips to make your kiosks more user-friendly and streamlined.

Use large, easy-to-read typefaces

Many merchants make the mistake of treating their kiosk as a platform for listing detailed information. Instead of focusing on detail, structure your kiosk’s text as if it’s a conversation with a customer and use short, simple prompts.

Use large typefaces that are clear and easy to read to increase visibility and make using your kiosk as simple as possible for customers. Simple elements like spacing and font size can make a big difference in terms of your kiosk’s display readability.

Use standardized interface elements

Icons and other interface elements can be used to replace text in your kiosk’s user interface. For example, if your kiosk accepts payments, buttons for cash and credit cards can replace text while keeping your kiosk easy for users to understand.

When you replace text with icons and other interface elements, make sure they’re standardized and well known. Obscure icons can often do more harm than good in terms of your kiosk’s usability.

Use large buttons and UI elements

If your kiosk has a touchscreen, it’s important to use large buttons and UI elements that users will have no issues interacting with. It’s also important to place buttons in the same position on multiple screens to create a ‘path’ through your interface.

Remember that most users won’t be absolutely precise when operating your kiosk’s touchscreen, and that accidental touches will slow down the process. Use large and user-friendly buttons and other elements to make using your kiosk nice and simple.

Avoid long and detailed forms

Does your kiosk interface include data entry forms? If so, keep them as short and straightforward as possible to make the process of entering information as simple as possible for customers.

For bill payments, let customers provide a short reference number instead of using their full name or account ID. The shorter your forms are, the easier users will find it to use your self service kiosks.

Offer support for multiple languages

Customers are more likely to use your kiosk if its interface offers support for their native language. If your business is located in an area where multiple languages are spoken, make sure you provide support for all of the commonly spoken ones.

In the United States, this generally means offering support for second languages like Spanish and Chinese. In large cities, providing support for several languages makes it easier for non-native English speakers to operate your kiosk.

5 Ways to Make Customers Love Using Your Self Service Kiosks

From bill payments and bookings to queue management, self service kiosks are used by tens of thousands of businesses around the world for thousands of common tasks and processes.

Installing self service kiosks in your business is a great way to reduce queues, lower your staffing requirements and reduce expenses. However, kiosks need to be used in the right way to encourage customers to interact with them.

In this blog post, we’ll share five simple tactics that you can use to make your kiosks more appealing for customers and increase the number of people that use your self service kiosks.

Use an intuitive, user-friendly interface

Although kiosks have become significantly more popular over the last decade, they are still new and unfamiliar for some shoppers. Using an intuitive, simple interface makes interacting with a kiosk easier for first-timers.

Use large text in your kiosk to increase readability and large buttons that make it as easy as possible for customers to operate. Remember that now all of your customers will be confident using a touchscreen kiosk and that a simple UI can be very helpful.

Provide plenty of help and guidance

Many shoppers avoid using kiosks because they’re concerned that they won’t know how to operate them. Make your kiosk more enticing by providing detailed help and instructions so that anyone – young or old – can use it.

Simple step-by-step guides for your kiosk’s most common actions are the ideal way to simplify operating your kiosk. Once customers have used it once, they’ll know the basics of operating your kiosk and won’t hesitate to use it again.

Keep offering over-the-counter support

Most customers will be happy to save time by using a kiosk, but many still prefer to make purchases or inquiries over the counter. Continue offering over-the-counter support for shoppers to make them feel more at home and comfortable.

Think of self service kiosks as a way to reduce your staffing requirements, not to cut them entirely. Shoppers that prefer over-the-counter support also benefit from self service kiosks, since they reduce the time they’ll spend waiting in line.

Offer a choice of frequently used languages

In regions where multiple languages are spoken, it’s worth offering your self service kiosk interface in more than one language. This is particularly important if you offer a product or service that attracts an international audience.

From bill payment systems to retail check outs, try to offer at least the three or four most common languages for your region. Many people will be more confident when using your kiosk if it’s available in their native language.

Position your kiosks out of the way

Kiosks should be positioned similarly to checkouts – in an area that’s convenient for customers yet out of the way of most foot traffic. When people have plenty of space, they’ll feel more comfortable using your self service kiosks.

If your kiosks are positioned close to a retail checkout, consider setting them off to the side so that kiosk users don’t feel crowded or compelled to rush through their transaction due to queues or foot traffic.