Drain, David Presentation 1 27 09

Innovating the Self-Service Model by Adopting and Implementing

Best Field Practices

David DrainExecutive Director

Digital Signage AssociationSelf-Service & Kiosk Association

January 27, 2009

Media (Online, Email, Print)

Strategic Partners

WINCOR WORLD

Associations Events

Promoting the successful deployment of self-service around the world

PARTIAL LIST OF VENDOR MEMBERS

Promoting the successful deployment of self-service around the world

PARTIAL LIST OF DEPLOYER MEMBERS

The modern consumer

• Hates long lines• Wants information, choice• Wants to save time• Looking for products tailor made

to needs & desires• Wants to control the experience

…otherwise will take business elsewhere

“I never perfected an invention that I did not think about in terms

of the service it might give others…I find out what the world needs, then I proceed to invent.”

- Thomas Edison

Don’t start with technology“If you’re thinking you can deploy kiosks, digital signage, or any other customer experience technology by choosing a kiosk enclosure, a plasma screen, or a web site to leverage, stop! Technologies are important - extremely important - but they are only a part of the solution.

To create powerful customer experiences, you need to start by understanding your customers.”Brian Ardinger,

Nanonation

Advice from Redbox

Avoid the top five mistakes of kiosk deployment

1. Failing to present a truly compelling offer to the customer

2. Relying on intangibles for an attractive ROI

3. Failing to differentiate between the pilot stage and the scaling stage

4. Failing to realize that the first attempt will be flawed

5. Building the Taj Mahal and placing it next to the janitor’s closet Source: “Top Five Mistakes of Kiosk Deployment,” by Gregg Kaplan, CEO, Redbox

Gaining kiosk acceptance

• Customer and employee buy-in

• Focus groups and surveys• Effective branding and

integration• Provide a great experience• Consider using a

“concierge” at first

Graphical User Interface

Graphical User Interface

Graphical User Interface

Overwhelming number of choicesAudioBarcode ReadersCablesCard Readers/WritersCash Acceptors & DispensersCheck Readers (MICR)Communication - Networking, WirelessComputers - Desktop, Laptop, Industrial, Thin, Panel,

EmbeddedConnectivityContactless PaymentsCooling SystemsDebit/Credit/Smart CardsDesignDigital SignageEnclosuresEquipment Leasing and RentalGraphic ProductionHardwareInput Devices - Trackballs, Joysticks, TouchPads, StylusInstallationInsuranceIntegration

Internet AccessKeyboards/Keypads

Logistics, Deployment, DeliveryMaintenance & Service Management Systems

Outdoor KiosksPaper Supplies

Power SupplyPrinters

Programmers & Application DevelopersRemote Monitoring & Management

RFIDSatellite Services

ScannersSecurity & Biometric Identification

Software - Linux/UNIX, middleware, Mac, OS, Multimedia

SpeakersSurge Protection

Touch ScreensTransaction Processing

Video - Players, Cards, etc.

Resources

• Total solution / turn-key providers (integrators)

• Distributors / manufacturers’ representatives

• Consultants

• Websites, publications, shows and directories

Tips on requesting quotes

• Be as specific as you possibly can

• Clearly state the intent of the project

• Think of all the possible technologies you might need

• If you have a Request for Proposal (RFP) document, provide instructions on how to receive and respond to it

Questions?

Thank you!

David DrainExecutive Director

Self-Service & Kiosk [email protected]

www.selfservice.org