Kiosks are becoming more familiar all the time, but there are still a lot of people who seem to steer clear of them. There are still people out there who are low-tech, late adopters, or afraid of the unknown. Given the fact that your kiosk makes you more money when more people use it, it makes sense to promote its usage. Here are eight things from our field service management company on how you can do just that.
Your kiosk’s location is a big factor in whether or not it will be used. It should be prominently placed in a visible location, not hidden away in a corner somewhere.
If you can find a way to make sure that it’s more convenient for your customers to use the kiosk than to accomplish the same outcome with one of your employees, you have the secret sauce that will make your kiosk successful. Why do people use ATM’s? Because it’s more convenient than stopping by the bank branch and making a withdrawal with a teller. For that matter, people will find and use an ATM even if it’s buried out of sight at the back of an obscure convenience store. Think through your setup and create a shift where it’s much more inconvenient to NOT use the kiosk. For example, you have to wait in a long, slow line to talk to a person, but you can get almost any of your questions answered immediately at the kiosk.
Creative and effective signage can point people to your kiosk and ensure that they understand what the kiosk is and why they should use it. These signs can be on and around the kiosk itself, or they can be placed at a distance from the kiosk to guide people towards it.
The color and design of the kiosk itself should be a good reflection of your brand and a good match for the product or service you’re selling. A bright-colored kiosk that looks like a robot might be a good fit in a toy store, but not in an upscale restaurant. Effective use of color and design can draw people’s attention to the kiosk and pique their curiosity.
What does your kiosk’s screen say when no one is using it? Be sure that it shows a succinct message that explains why someone should use it. Don’t leave your customers wondering, “What is that thing for and what does it do?” If your screen merely says, “Touch here to start,” your customers may be saying to themselves, “Start what? I don’t have time to find out.” Choose your home or “inactive” screen content carefully.
Depending on the use that your customers will be making of your kiosk, privacy may be paramount. For instance, any kiosk that requires a customer to enter sensitive information (e.g., health records or personally identifiable information), your customers should feel comfortable that people standing behind them or in the vicinity won’t be able to see what they’re entering.
Fast, responsive UX
If your kiosk is slow and requires someone to touch the screen “just right” for it to correctly recognize what they’ve selected, people will quickly get bored, upset, and frustrated, and once they leave, they are very unlikely ever to come back. People are used to the snappy quality of their iPhones. How good is the user experience (UX) of your kiosk? Work of mouth and personal experience about a bad experience will kill your kiosk’s usage fast.
It’s easy to run a promotion with your customer rewards program and offer people a certain amount of bonus points if they complete such-and-such a task with the kiosk. There will be people who complete the task just to get the points, but once they see how easy the kiosk is, they’ll use it again and again. This is a great way to encourage people to go outside of their normal rut and just try it.
There has to be a first time for everything, and getting your customers to use your new kiosk is no exception. For a service technician who can help with a site visit to your kiosk, contact Site Services Now! today. Our nationwide network of providers is standing by to help you.