The most common kiosk mistakes are easily avoidable, so it’s frustrating to see them happening time and time again.
As soon as any user of an interactive kiosk has to ask someone for help, arguably in that moment the device has failed its purpose.
Apart from damaging the customer experience, it’s not an effective use of an organisation’s money if it fails to use its screens properly.
Based on our experience, here are the top 5 most common kiosk mistakes:
1. Insufficiently supporting the user
Particularly for first-time users of a kiosk, too many options on-screen can be confusing and overwhelming.
Moreover if there is a queue for the screen, the customer could feel awkward about spending a long time reading through all the different options.
Besides, if anyone does spend a long time using the kiosk, this could lead to longer queues, the kind of scenario kiosks are designed to limit in the first place.
In retail environments, this could potentially lead to a loss of customers and revenue.
Where possible it’s best to keep the information on the screen limited to single prompts with only a few options to move on to the next stage.
Over-complicating the experience or including confusing navigation paths should also be avoided at all costs.
2. Not using tailored software
Touch-screens are not ideal for desktop browsers – that’s why when you visit most websites on your mobile or tablet, you get access to a tailored version which is easier to navigate.
Long and wide website pages requiring lots of scrolling are not suited to kiosks.
Neither are drop-down menus or small buttons – nor for that matter is any content which requires the user to zoom in.
Any content appearing on a kiosk should be adapted so that it is touch-screen friendly.
3. Displaying too much text
Similarly, text-heavy content will also prove to be unpopular for users.
Wherever possible, consider whether it could be possible to use a graphic instead of text to convey a message.
This will not only help reduce the amount of on-screen text, but will also help overcome language barriers.
It will also help the kiosk look more intriguing to casual passers-by.
4. Combining too many functions
Single-function kiosks are the easiest to use.
Adding too many functions to a kiosk increases the risk of users becoming confused.
Apart from potentially frustrating them, this could also lead to longer waiting times to use the machine, as mentioned earlier.
Adding multiple functions to a kiosk can also turn out to be more expensive if it will result in additional software or hardware needed to perform the tasks.
5. Putting the kiosk in the wrong place
We know – this seems like a very obvious and silly mistake to make, but it happens more often than you might think.
Kiosks should almost always be in a prominent position.
The aims of a kiosk are to improve efficiency and the customer experience.
Therefore not putting them in a convenient or enticing location is counter-productive, for both the organisation and the customer.
If the kiosk is tucked away in a corner somewhere, it’s likely that some customers won’t even see it.
Most common kiosk mistakes: in summary
The most common kiosk mistakes are the ones which defeat the main purposes of them in the first place – to help people in a quick and easy way.
Therefore anything which makes the user experience more complicated or frustrating will prove to be a major error.
There are plenty of mistakes we could have highlighted here, but if you would like to hear more about the most common kiosk mistakes, why not get in touch – it’d be great to hear from you.