User Centric team members have notable experience with kiosks and similar self-service interfaces, including:
- Airline check-in kiosks
- Transportation /shipping kiosks
- Kiosk screens used in fast food environments
- Retail kiosks for checking store inventory and ordering items not available the store
- Next-generation multi-touch interface with self-service applications
It has been estimated that over 70% of the US population has used a self-service kiosk or interface at airports, malls, movie theaters, or retail stores. Despite their intended simplicity, kiosk interfaces can be challenging to design because designers and developers must anticipate and design for the completion of key functions while making the interface as error-proof as possible.
Kiosks are by nature considered successful only if no human assistance or intervention is needed during consumer use. Well-designed kiosks can be a pleasure for consumers if it allows them to bypass the “manned” lines and complete their task with minimal difficulties and steps. In contrast, poorly designed kiosks can greatly raise user frustration and reduce consumers’ ability to act on their immediate needs (and/or retail impulses).
Improving Kiosk Usability and Adoption
Based on our experience, we have noted a number of key success factors for a kiosk’s overall usability and adoption:
- Locating kiosks towards the front or center of the store, near the customer service desk
- Clearly indicate what the kiosk is capable of: It should be immediately clear what the kiosk does from the very first time the user walks up to it.
- If a kiosk support five basic tasks, all five tasks should be explicitly listed or referred to via the start screen.
- External signage surrounding the kiosk - or printed directly onto the side of the kiosk - should be provided when possible to encourage consumers who might be otherwise hesitant to try a kiosk.
- Provide linear navigation: Consumers should always be able to back out of a stepwise process and exit altogether
- Use simple language and clear illustrations: Consumers with a variety of reading levels will need to understand the kiosk’s instructions. Illustrations are essential. If a credit card or photo memory card needs to be inserted a certain way, the kiosk instructions should indicate the relative location of the card reader and the correct orientation for the card.
- Indicate consequences: Consumers need to feel in control of the actions they are carrying out on the kiosk, or they will seek out human assistance.
- Facilitate the impression of control by:
- Informing users if they are about to start multi-step process (and briefly indicate what the steps are)
- Indicating what will happen if the user makes a selection with dependent options
- Providing specific and helpful error messages and screens if the user enters information that is not valid or conflicts with earlier information
- Providing a clear price confirmation before requesting payment
- Asking for confirmation before allowing the user to cancel out of a process
- Providing progress indicators if the user must wait for a transaction or search to take place
