Touchscreen kiosks are becoming more popular all the time, and they’re cropping up in shops, museums, attractions, universities and more. When they are set up properly, they are incredibly useful. But common kiosk problems are still an issue in many establishments.
Kiosks are often set up wrong and they don’t add to the experience. In some cases, they prove to be a frustration. Kiosks require the right planning and execution in order to make sure they provide the best experience for everyone. Here are some of the most common problems to avoid.
You Have No Clear Objective
Installing a touchscreen kiosk for the sake of it is not worth it. You need to define its purpose before you even think about getting one.
Why do you want a kiosk in the first place? What is the problem that you want to solve? Do you want to reduce long queues in your restaurant? Provide a faster payment solution? Provide better information? Does it need to be portable? Does it need to be durable?
These are just a few questions you may want to ask yourself at the outset so that you avoid the most common kiosk problems further down the line.
If you don’t define its purpose, your kiosk might end up trying to do everything at once. And while kiosks can do almost anything, they are best when they perform a specific function.
They Are Positioned in the Wrong Location
Kiosks need to be located conveniently. Just because you have one, doesn’t mean people will use it. Kiosks are all about increasing convenience, and if the location is not well positioned, no one will use it.
When you have a kiosk, make sure people know about it. People love using self-service kiosks to save time and get information quickly, but many establishments don’t advertise the fact they have these amazing kiosks. Put up signs and tell your staff to recommend using them to make sure more people take advantage of the benefits on offer.
The Interface Is Too Complicated
The whole point of kiosks is to simplify processes. So when the software interface is too complicated, this goes completely against what you are trying to achieve. Even large companies get this wrong, such as McDonald’s complicated touchscreens.
This is one of the most common kiosk problems, so make sure you keep the interface simple. You want your kiosks to be easy for anyone to use, especially those who are using it for the first time.
You’re Not Providing Human Assistance
Despite kiosks being incredibly useful, not everyone knows how to use them. Your kiosk might have new functions that people have not used before. That’s why it’s important to ensure there is human help available.
This could involve one of your employees standing near to the kiosk to answer questions and help with problems.
You’re Not Improving the Experience
Finally, once the kiosk is in place and improving the service for customers or visitors, this is not the end. You need to keep on improving it to make sure you are getting the most out of it.
Ask for feedback from users, and collect and analyse data like the amount of time in a session, the transactions completed, total users, etc. Then use your data to optimise the experience for everyone.
Avoid These Common Kiosk Problems
These are some of the most common kiosk problems that you want to avoid. Despite many organisations making these mistakes, they are easy to fix. So if you want to take advantage of the benefits of self-service kiosks in your establishment, make sure you plan it properly and steer clear of these problems.
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