It is impossible to deny the growing popularity of interactive kiosks and the digital technologies that are playing a part in this trend, including digital signage. In fact, Zion Market Research recently published a report stating that the global self-service technology market accounted for $15.70 billion in 2015 and is expected to reach $37.75 billion by 2021, growing at a CAGR of around 15.8% between 2016 and 2021. That’s truly exceptional growth. Today, we wanted to catch up RedyRef’s readers on some of the news we’ve come across as it relates to developments concerning the use of interactive kiosks and digital signage across several industries.

First up, the rapidly-growing use of self-service kiosks by state DMVs for driver’s license or car registration renewal. While the kiosks themselves are certainly more convenient than waiting in long DMV lines, better yet, they are being placed in areas such as grocery stores and malls, which means users can now combine errands in a much more convenient way.  Some of the states that are rolling out this technology, or already have it in place, include Georgia, North Dakota, Tennessee, Pennsylvania and California. Although there is always a learning curve when introducing a new self-service technology, most people believe that Gen X and especially Millennial users will take to this trend fast, allowing it to spread quickly over the coming years.

Next, it was recently announced that Saudi Arabian Bank has begun installing interactive kiosks with biometric technology integrations for their customers.  The use of biometrics, such as the retina and fingerprint scanners offered by RedyRef, gives users an additional level of safety and security, one that is much greater than a simple pin number or password.  Some of these technologies are already being integrated into cellular phones for an additional layer of security, so it makes sense that the use of biometrics is starting to grow for interactive kiosks, too.

Finally, Carnival Corporation (operator of multiple cruise lines, including Princess, Carnival and Holland America) is in the process of testing a form of RFID technology they hope will simplify and personalize their passengers’ experiences on their ships. The key lies in a small chip, encased in a medallion, that can be unobtrusively worn or stored in a wallet or handbag.  The chip will allow guests to unlock room doors automatically, or give them automatic entrance into different shows or entertainment venues onboard.  It can even store information about restaurant reservations, including food and drink preferences. The chip also lets Carnival more seamlessly communicate with passengers by sending personalized messages and recommendations to digital signage both in public areas and in their rooms, based on stored preferences.  What these chips will not do, however, is store sensitive information, such as room number or credit card numbers.  It remains to be seen whether customers will take to this technology or not, but it will be interesting to find out more once the results are in.

Think interactive kiosks and are right for your company? We’re happy to help you find out. Contact RedyRef today at (800) 628-3603 today or request a quote online and we’ll be with you every step of the way to ensure that your self-service kiosk program meets every one of your business’ unique needs and goals.

The ways in which organizations track visitors have become increasingly important over the last decade, and much of this has to do with security concerns.  Knowing who is in your facility or on your campus at any given time is a big responsibility to bear. That’s why implementing secure visitor management systems (SVMS), like RedyRef’s enGAGE VisitorCheck platform, is now often considered standard practice for many companies.

Last week, we discussed some of the ways VisitorCheck works to facilitate the flow of guests and contractors throughout the workday.  Today, we’ll go into more detail about exactly what features have been integrated into RedyRef’s secure visitor management software to ensure both efficient visitor processing, and overall building, facility and campus security no matter who comes through the doors.

Let’s start with one of the most important features of VisitorCheck, which is its ability to offer a completely secure yet streamlined experience, facilitating communication between the visitor, security staff and the individual with whom the guest will be meeting. While this may sound simple, it’s one of the most important ways to prevent identity fraud or the admittance of those who should not be granted entrance.  VisitorCheck can be integrated with photo capture capabilities, meaning that the supermajority of people will be who they say they are, especially when that photo can be both printed on a badge and transmitted across departments.

VisitorCheck also allows for other relevant identifying information to be recorded that will help ensure a greater level of security than just a paper-and-pen sign in.  Besides integrated cameras for photo capture, signature pads can record names in the visitor’s own hand and fingerprint scanners can be added for those environments where very high-security requirements may be needed that go beyond simple identification. Information such as the reason for the visit, the type of visitor they are (guest, contractor, etc.) or the type of security clearance they have may all be relevant in certain situations.

Once all of the identifying parameters have been selected and entered into the system, a custom, time-stamped badge can be immediately printed via a range of different printer options if desired. There are even time-limited badge stocks available that can be used for printing that will immediately identify expired badges in real time, so it’s easy to recognize individuals who should no longer be in the building.

Utilizing a self-service VistorCheck kiosk is also much more efficient and allows guests to be on their way faster than they would otherwise. Manual, paper and pen check-ins generally require a visitor to wait to be signed in by a receptionist or security employee, then cleared for entrance before notifying the on-location employee via phone call that their guest has arrived. VisitorCheck can transmit information about the guest’s arrival directly to whom they are meeting, eliminating the need to wait on a front desk employee to facilitate the meeting. Even if the employee is out of their office, they can still receive the message that their guest is waiting via email or SMS.

There are additional considerations that should be weighed when deciding which secure visitor management system to deploy. Come back next week when we’ll continue this discussion and learn more about the VisitorCheck platform. Meanwhile, if you’ve already decided that digital guest management is right for your company, the process does not need to be as difficult or complicated as it may first seem. The key to success is partnering with an experienced, vertically-integrated manufacturer like RedyRef. Contact us today at (800) 628-3603 today or request a quote online and we’ll be with you every step of the way to ensure that your program meets every one of your business’ unique needs and goals.

Any player in the QSR space will tell you that, beyond keeping a close eye on margins, the most important factor for success is customer engagement and satisfaction.  One of the easiest and best ways to keep customers coming back is to ensure that they leave the restaurant happy, whether they are served inside the restaurant, or in the drive through.  It’s important to note, however, that it’s estimated that as much as 70% of all QSR revenue comes via the latter, and creating an experience at the drive-through window that is, fast, streamlined and frustration-free is the key to customer happiness.  Today, we continue the drive-through digital menu boards discussion and detail additional advantages, as well as what it takes to ensure a successful deployment.

Let’s start with this fact: According to Lyle Bunn, a signage industry consultant and strategy architect, 80% of adults have seen digital signage in the past month, and 70% of them have made an unplanned purchase because of it.  That information alone should be enough to send QSR decision makers out the door and running to us at RedyRef.  But just in case it’s not, let’s quickly break down those numbers. Bunn’s statement means that out of every 80 adults who have seen a digital sign in the last month, 56 have made a purchase because of having seen it. That makes digital signage, including digital menu boards, hugely influential as part of the selling process. And wouldn’t you know, one of the most effective uses of digital signage is at the drive-through for “pre-selling,” a concept first brought to market by Burger King, long before digital menus were even a twinkle in QSRs’ eyes.

What is pre-selling?  And how does it influence customer purchasing?

Preselling is the process of placing signs along the ordering path of the drive-thru that advertise specials or share other information about the menu, including upsells and promotions. It works to influence customers in several ways.  One is that it gives them a focal point, and helps them begin to consider their options before they even get to the menu board, let alone an ordering window. Second is that, believe it or not, it can help lower customer anxiety.  King-Kasey, the firm who brought the concept of pre-selling to BK, found via their research that customers often panicked when asked “Can I take your order?” Pre-selling signs — in BK’s case, yard signs — helped customers make decisions faster and earlier, leading to a quicker ordering process.  These signs also added space for promoting high-margin items or specials, as well for upselling sides, soft drinks or desserts.

All of the above still holds true today for restaurants using digital pre-selling signage at their drive throughs, whether Starbucks wants to start ramping up excitement over its (in)famous Pumpkin Spice Latte before it even goes on sale, or McDonald’s hopes to appeal to the more health-conscious among us by featuring salads or wraps instead of greasier burger fare.  Pre-selling with digital signage can help sell not just product, but also the restaurant, by changing the way it chooses to present itself to the world. Healthy?  Fun?  Modern?  Youthful?  Digital pre-selling signage can do all of this and more.

While there are clearly challenges to planning and deploying an outdoor digital menu board program for drive-thrus, the process does not need to be as difficult or complicated as it may first seem. The key to success is partnering with an experienced, vertically-integrated manufacturer like RedyRef. Come back next week when we’ll continue this discussion, or, contact us today at (800) 628-3603 today or request a quote online and we’ll be with you every step of the way to ensure that your program meets every one of your business’ unique needs, from indoor digital boards to outdoor, weatherproof dynamic displays.

Interactive kiosks are finding homes across a range of applications, from retail and food service to office buildings and high-rise apartments. But not-for-profit organizations — in particular, advocacy groups that have been specifically formed to support a particular cause — are beginning to utilize touchscreen kiosks successfully as well.

One of the most popular uses for interactive kiosks is fundraising. This is logical, given that these organizations often rely on the proceeds of a series of key events over the course of the year in order to ensure they are able to fund their annual operating budget. Fundraising kiosks assist in several ways. One is by offering an opportunity to potentially raise the average donation amount via fixed donation amounts. Instead of giving patrons the option to fill in the donation amount manually, using radio buttons or checkboxes to limit choices to pre-filled donation amounts based on previously-collected data and donation history can help increase the size of individual donations.

Another way to utilize touchscreen kiosks in non-profit event settings is to use them at the event’s check in. While certain events do not lend themselves to this type of use, there are plenty that do. Take a wine tasting fundraiser to benefit a local food pantry, for example. Depending on the size, there could be hundreds — if not more — in attendance. Allowing patrons to scan their tickets automatically at a kiosk is likely to be much more convenient and efficient than manning a line with a volunteer, who is juggling questions and tickets and a hand-held scanner, along with impatient event attendees. At the same time, it’s an excellent way to talk directly to patrons by asking them if they wish to donate an additional amount at the time they enter the event.

Touchscreen kiosks are also extremely helpful during the course of fundraising events. Many benefits include silent auctions or other interactive activities. Instead of requiring potential donors to use paper and pencil to bid, instead, many charities are using intelligently placed tablet kiosks to keep events running smoothly, tablets secure and to cut down on the need for individual volunteer assistance. Interactive tablet kiosks can also help attendees to explore the offerings up for bid, as well as find more information about the charity itself, the venue or the event overall.

The use of touchscreen kiosks in not-for-profit environments is growing rapidly, regardless of how it’s implemented. While certainly an investment, it can result in larger donations that enable organizations to more for their communities. Redyref understands what makes interactive kiosks work and our capabilities include not just creating the physical kiosk, but custom software to suit any need as well. We invite you to submit a request for proposal online or call (800) 628-3603 today and we will be there every step of the way to help design, fabricate and install the best possible kiosk solution for your unique needs and goals.

Last week, we featured part two in a discussion about interactive kiosk UX, because although self-service is experiencing tremendous growth across multiple industries, there are still plenty of kiosk programs that ultimately fail. As many of those failures are related to poor user experience, we wanted to share some key factors that are universal to designing a best-in-class experience for end users. Today, we present the last part of our series on creating a user experience that translates into successful deployment in the field.

7. The interface should put the user in the driver’s seat. While Millennials are least affected by concerns about new technology, even they don’t like to feel like they aren’t in control of transactions -- especially in public. It’s embarrassing, frustrating and inconvenient to need to seek out help when using a self-service kiosk. Plus, it completely defeats the purpose of eliminating or reducing a level of service, and that means less cost savings for the company deploying the kiosk in the first place. This is really a no-win situation all around, so it’s best to prevent it in the first place via lengthy user testing on the front end to work out any potential bugs in the transaction process. Which brings us to the next point…
8. Test, test, test and then test again. Why? Familiarity breeds content, and that can lead to your end-user’s contempt if you don’t ensure that plenty of fresh eyes have tested the kiosk (in-lab, and in the field) in order to figure out any sticking points in the UX well in advance of full deployment. It’s essential that testers are from a range of backgrounds, too, because everything from education level to culture to age will play a part in their perception of the experience. While it may not be possible to create a completely universal user experience that appeals to absolutely everyone, unless you are targeting a specific demographic, it’s a good to at least try.
9. Seriously limit the need for consumers to use any kind of search function, if one is included. This may seem like a minor detail in a sea of much bigger issues, but it’s actually incredibly important. Almost no one likes to type on a kiosk. It’s often annoying and frustrating and when you add in language barriers and differences in education levels, it’s a disaster waiting to happen. The need to type also slows down the transaction considerably, which can lead to a greater risk of the user abandoning the kiosk completely, especially if they see traditional manned lines moving more efficiently around them.
10. Remember: your brand is on the line. In a world of omnichannel retail, kiosks may be only one way that consumers interact with companies, but it’s a powerful one. Do you want your brand to be perceived as inept, disorganized, or incompetent? Likely not. Think of your brand ideals and mission statement; this is what you want to present to customers via their self-service kiosk experience. Kiosks are an extension of brand, every bit as much so as a website, in-store or mobile experience would be. Every brand interaction matters, no matter the environment, so treat kiosks with the same kind of importance given to any other channel.

And with that, our series on creating world-class interactive kiosk UX has drawn to the close. Hopefully these three blogs have convinced you that RedyRef has what it takes to make your company’s self-service kiosk program a success. As an end-to-end manufacturer of vertically integrated kiosk solutions, we invite you to submit a request for proposal online or call (800) 628-3603 today to find out how we can help you give your customers the best possible user experience, too.

Last week, we began a discussion around interactive kiosk usability, because although they are experiencing massive growth across multiple industries, there are still plenty of kiosk programs that ultimately fail. And those failures are generally related to poor UX. As we said previously, there are some key factors that are universal to designing a best-in-class experience for end-users. This week, we continue to expand upon our list of considerations for creating self-service kiosk usability that translates into successful deployment in the field.

4. 99% of the time, the goal of a self-serve kiosk is to eliminate the need for human assistance with the transaction -- so you absolutely must ensure that this is true in the kiosk’s real-world use environment. Let me say it one more time: Make it almost impossible that a human will be required to assist a user with a self-service kiosk. There is an entire generation out there that prefers their interactions with other humans to be kept to a minimum, at least when it comes to transactional operations. If it turns out they still need to find someone to help them, they will most likely cancel the transaction rather than seeking help, and just never use that kiosk again. They are at the same time quite likely to let the world know about their dissatisfaction via every social media platform available to them and to possibly anybody else who will listen to them.
5. Kiosk capabilities should be immediately and abundantly clear. At the very least, everything the kiosk can do should be listed on the start or home screen. Depending on the use case, it could also mean that these capabilities are also listed on custom enclosure wraps on the unit itself. Users do not want to guess about what transactions are possible and if you make them, they won’t bother giving your kiosk a backward glance as they walk away to the first available manned customer service counter or cashier.
6. The kiosk’s interface should be intuitive, linear and uncomplicated -- these are crucial considerations when developing the underlying software. No matter how complex the transaction may be, kiosks absolutely must not give the outward appearance of being difficult or requiring assistance to use. Operations must be linear; directions crystal clear, including illustrations whenever possible; and all written language incorporated easy to understand at any reading level.

Check back next week for our final kiosk UX blog installment. In the meantime, if your business is ready to enter the brave new world of interactive kiosks now, RedyRef, an end-to-end manufacturer of vertically integrated kiosk solutions, works with companies of all sizes to ensure the success of their self-service kiosk programs. Submit a request for proposal online or call (800) 628-3603 today for more information.

There is no denying that interactive kiosks are not just here to stay, but experiencing massive growth across a number of different industries, from healthcare to food service environments. On the other hand, many kiosk projects, as well-intended as they may be, often suffer from a great deal of criticism, ultimately resulting in a very expensive program failure.

How to Create the Best Digital Kiosk User Experience

So if some interactive kiosk deployments are massively successful and others a total loss -- what makes the great ones, well...great? The answer is usability (UX). Usability that is built not just into the physical kiosk to make it universally accessible, but usability as it relates to the software that powers the kiosks and is what experts call “user experience.”

What are the key factors in creating best-in-class interactive kiosk UX with which real, live humans actually want to engage? While it will to some extent depend on how and where the kiosk will be used, there are some commonalities that apply to just about any situation.

1. If you want consumers to actually use the kiosk, locate it well within the sightlines of the average person. This may seem obvious, but many a kiosk has been horribly misplaced. Understand the traffic flow of the environment in which it will be used, and plan accordingly. This information will ultimately affect not just placement, but also the kiosk’s form factor and software -- something we’ll get to later on in these recommendations.
2. You can make predictions all you’d like about what people want out of a self-service kiosk interaction, but what you really need is information, and lots of it. It’s time to get your hands dirty. Figuratively anyway. Get out there and observe. Ask actual users real questions. Take note of their frustrations. Buy research if you have to; there is plenty out there to be had. But understand that if you do not truly understand what people want from your kiosk, you will never be able to deliver a world-class user experience, because it all depends on them -- the people who will be using it everyday. Period. All the cool whiteboard ideas in the world don’t matter if you can’t consistently delight your end user in the real world.
3. Make sure that your kiosk solves problems rather than creating them. People use kiosks in order to save time or optimize efficiency in some way. If a kiosk regularly frustrates consumers due to any number of reasons -- latency, poor functionality, an unattractive or confusing interface, system errors -- they aren’t likely to come back. And worse? In today’s digital age of omnipresent social media, there’s a good chance that any failures, especially if experienced by Millennials who are the primary target for most self-service kiosks -- will be reported upon to the general public with great speed. There are exactly zero brands that need that kind of negative publicity.

Check back next week for more ways to create the best possible user experience via interactive kiosk deployments. In the meantime, if your business is ready to enter the brave new world of touchscreen kiosks now, RedyRef, an end-to-end manufacturer of vertically integrated kiosk solutions, works with companies of all sizes to ensure the success of their self-service kiosk programs. Submit a request for proposal online or call (800) 628-3603 today for more information.

Global Interactive Kiosks Market Research Released

Markets and Markets released a report this week detailing information about the global interactive kiosks market. According to the paper, the market is expected to reach $73.35 billion by 2020, growing at a CAGR of 9.2% from 2015 through 2020. This is a massive increase, given that the 2014 total was at only 60% of that number or $44.17B. M&M’s projection is based on the trend of decreasing kiosks costs and the public’s overall demand for greater customization and interactivity when purchasing goods and services, as well as shorter wait times standing in line.

Other interesting bullet points include:

• Healthcare is expected to have the highest rate of growth in the interactive kiosk category, stemming from expansions in pharmaceutical, diagnostic and hospital management kiosks
• North America holds the highest market share for the use and deployment of interactive kiosks
• The largest geographic area of expected growth for interactive kiosks is Asia Pacific, with Europe coming in second

American Girl Announces Store of the Future, Features Interactive Kiosks

American Girl will shutter its Fifth Avenue flagship store in New York City in fall of 2017 and reopen in Rockefeller Center with a “store of the future” concept. A pioneer in interactive retail, with this move, AG clearly intends to stay on top. The new store will feature “customization and personalization” in the form of interactive experiences for including the ability to customize clothes, accessories and for the first time, a salon that is for both the girls and their AG dolls.

Interactive media will also play an important role at the store, with plans for stop-motion workshops, cooking and yoga classes, and the addition of interactive kiosks to help users navigate the massive space, as well as book appointments for the various experiences on offer, from tea times to workshops.

Kansas City Commuters Play Kiosk Solitaire

Kansas City recently rolled out interactive kiosks along their streetcar line. Unfortunately, they became a little too interactive not long after deployment. Commuters found they were able to play solitaire on the kiosk -- something it was definitely not designed to do. It turns out the users had gained access to a standard Ubuntu desktop by figuring out they could "swipe" the streetcar information away with the palm of their hand. The director of communications for the city has since said there was "never any security risk" and the system wasn't hacked, and that a system update was at the root of the problem.

Is your business ready to enter the brave new world of interactive kiosks? RedyRef, an end-to-end manufacturer of vertically integrated kiosk solutions, works with companies of all sizes navigate the complexities of interactive kiosk deployment. Submit a request for proposal online or call (800) 628-3603 today for more information.

The EMV liability switch has caused concerns for foodservice professionals and operators on several different levels. Last week, we talked about how chip readers (and the inherent delays they can cause) affect overall customer satisfaction. This week, decided to focus more on some of the operational issues that have surfaced over the last six months.

Interactive kiosks are not new to the foodservice industry, but right now, they appear to be having their moment in the sun, so to speak. With restaurants like McDonald’s, Applebee’s, Taco Bell and Panera all rolling out some version of a self-service kiosk over the last couple of years, all eyes are on them as the industry wonders if they’ll be a big hit, complete miss or fall somewhere in between.

One very positive aspect of utilizing self-service kiosks in food service environments is the lower cost of implementing the new chip-based (non-PIN) EMV systems in these types of environments. Because -- for better or for worse, depending on who you ask -- U.S.-based companies are not required to integrate PIN-entry devices (PEDs) into their EMV chip readers, it makes it much less expensive to deploy them.

In truth, putting chip and pin-based EMV readers into fast food and quick service restaurants is a little like gilding the lily for the most part, anyway. These aren’t high-dollar transactions. The average order at most quick service restaurants like Burger King or Arby’s is only around $5 -- not exactly the most-attractive target for those hoping to commit credit card fraud. These lower-dollar transactions add up to a smaller necessary investment when it comes to the type of EMV reader required.

We spoke with Rob Chilcoat, president of North American operations for Unattended Card Payments, Inc. (UCP), and an expert in EMV technology, to learn more. “If the client doesn’t have an expectation of accepting PIN debit, SNAP, or EBT,” he said, “then you can use a much less costly device such as the OTI Trio which doesn’t have all the security bells and whistles that come along with an unattended PED.” Based on current pricing, this can amount to a savings of as much as $1000 per reader, compared to the other more high-profile brands.

“Really, using a PED is more relevant in high-tech vending situations, selling iPads, for example, where you want to take that extra step to verify a customer’s identity using a CVM (cardholder verification method),” he added. “An unattended kiosk where a thief can use a stolen credit card to purchase high-value goods that can be fenced for cash are most at risk, because no CVM means anyone can use a stolen credit card there.”

While the EMV liability switch has certainly caused its fair share of headaches to QSR outlets, at least the additional pain of high-priced chip-and-pin readers has been kept at bay. For now, anyway.

RedyRef, a provider of vertically integrated kiosk solutions, is helping food service companies of all sizes navigate the complexities of the liability shift. Looking for assistance? Submit a request for proposal online or call (800) 628-3603 today for more information.

The seemingly-forever-looming deadline of October for the switch to the new EMV chip readers has come and gone and it appears that everyone has survived what at times was made out to be an apocalyptic-grade sea change in the way payments are processed.

Now that EMV chip readers have been in place for 6 months, we decided it might be time to take a look at how these readers have affected one of the most common places of use, and that’s food service. This week, we’ll review how fast-food/counter service restaurants have been faring with this new technology and the challenges they’ve uncovered during the move to EMV.

One of the biggest advantages of fast food, quick service and counter-serve restaurants is exactly what they claim to be -- they are a way to get a meal, pronto. Let’s be honest -- most fast food may be pretty good, but it’s not going to compare to a fancy, sit-down steak house. It’s not Ruth’s Chris. Most people don’t have the time or money for that kind of indulgence regularly. So the fact that fast food can be a quick way to eat something satisfying under time constraints is a pretty big deal. One of the biggest obstacles anticipated with the 2015 EMV mandate was the added processing time transactions would likely take, which would affect both the time waiting in line, and the overall feel of the customer service. Turns out, the concern was, in fact, legitimate; while EMV does generally make transactions more secure, it also increases wait times, which in turn impacts perception of customer service as being slightly less positive than it was previously. Because it’s not a simple swipe-and-go process anymore, an additional 15-45 seconds added to a transaction can really add up when the line is 5+ people deep, it’s the lunch rush and everyone is trying to get back to work on time.

Although EMV is causing some delays currently, there is at least a little relief in sight. Visa issued a statement late this month saying that they are releasing a free software upgrade that shortens transaction times by at least a few seconds. While this may not be a complete solution by any means, it certainly can’t hurt. And it also means that major credit card providers hear the concerns of the companies using their technology, and are continuously working toward a more efficient solution.

RedyRef, a provider of vertically integrated kiosk solutions, is helping food service companies of all sizes navigate the complexities of the liability shift. Looking for assistance? Submit a request for proposal online or call (800) 628-3603 today for more information.