Kioskcom tech presentation 2011 by CTS
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The document discusses how deploying technology like kiosks and digital signage can benefit both customers and businesses by improving efficiency and customer experience. It provides examples of how goals like faster transactions, consistent processes, and cost savings overlap between customers and deployers. Specific examples that got it right include digital directories, signage at shopping malls, workforce information kiosks, and patient check-in kiosks. Key factors for success are picking the right task, a friendly design, simplicity, and following accessibility guidelines. Ultimately, addressing both customer and deployer needs is important for a successful project.
Kioskcom tech presentation 2011 by CTS
- 1. Using Technology to Improve Efficiency and Deliver a Positive Customer Experience The Win/Win Solution
- 2. Conventional Wisdom May Not Be Quite So Wise “People don’t like machines” Hundreds of thousands of ATM’s say otherwise…
- 3. Conventional Wisdom May Not Be Quite So Wise “People want a real person to help them” Sometimes… but it may depend on how helpful they are
- 4. Conventional Wisdom May Not Be Quite So Wise “Interactive programs are expensive” Make the business case first and good ROI will follow
- 5. Are the goals of deployers and customers really mutually exclusive? Deployer Goal: Leverage technology to achieve efficiencies and cost savings Customer Goal: A positive experience
- 6. Definition #1 – Deployer Goal • What efficiencies can be had using kiosk or digital signage technology?
- 7. Definition #1 – Deployer Goal • What efficiencies can be had using kiosk or digital signage technology? – Line busting – Moving customers more quickly and efficiently
- 8. Definition #1 – Deployer Goal • What efficiencies can be had using kiosk or digital signage technology? – Line busting – Moving customers more quickly and efficiently – Accurate data collection – the transaction is the same every time and nothing is overlooked
- 9. Definition #1 – Deployer Goal • What efficiencies can be had using kiosk or digital signage technology? – Line busting – Moving customers more quickly and efficiently – Accurate data collection – the transaction is the same every time and nothing is overlooked – Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or the special needs of customers
- 10. Definition #1 – Deployer Goal • What efficiencies can be had using kiosk or digital signage technology? – Line busting – Moving customers more quickly and efficiently – Accurate data collection – the transaction is the same every time and nothing is overlooked – Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or special needs of customers – Cost savings – a + b + c = money saved
- 11. Definition #2 – Customer Goal • What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are –
- 12. Definition #2 – Customer Goal • What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are – – Executing their transaction quickly and efficiently
- 13. Definition #2 – Customer Goal • What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are – – Executing their transaction quickly and efficiently – Knowing what to expect from the transaction
- 14. Definition #2 – Customer Goal • What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are – – Executing their transaction quickly and efficiently – Knowing what to expect from the transaction – Having access to informed and helpful staff when needed – that there is an alternative to the technology available to them for escalating assistance or special needs
- 15. Definition #2 – Customer Goal • What makes for a positive customer experience? Many, many things fall into this category, but a few that immediately come to mind are – – Executing their transaction quickly and efficiently – Knowing what to expect from the transaction – Having access to informed and helpful staff when needed – that there is an alternative to the technology available to them for escalating assistance or special needs – Cost savings – we have all been trained to “do it ourselves” – from warehouse shopping to home improvement
- 16. So Where Do These Goals Overlap? Deployer Customer
- 17. So Where Do These Goals Overlap? Deployer Moving customers quickly Customer Executing their transaction quickly
- 18. So Where Do These Goals Overlap? Deployer Moving customers quickly Consistent, accurate transaction is the same every time and nothing is overlooked Customer Executing their transaction quickly Knowing what to expect from the transaction
- 19. So Where Do These Goals Overlap? Deployer Moving customers quickly Consistent, accurate transaction is the same every time and nothing is overlooked Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or special needs of customers Customer Executing their transaction quickly Knowing what to expect from the transaction Having access to informed and helpful staff when needed – that there is an alternative to the technology available to them for escalating assistance or special needs
- 20. So Where Do These Goals Overlap? Deployer Moving customers quickly Consistent, accurate transaction is the same every time and nothing is overlooked Repurposing staff – allowing staff to focus on more complex tasks that require personal attention due to exceptions or special needs of customers Cost savings Customer Executing their transaction quickly Knowing what to expect from the transaction Having access to informed and helpful staff when needed – that there is an alternative to the technology available to them for escalating assistance or special needs Cost savings
- 21. Who Has Done It Right? The simplest example: Park East Directory (Directories are really the beginning of a convergence of kiosks and digital signage…)
- 22. Who Has Done It Right? The simplest example: Park East Directory • Allows visitors to quickly find tenants
- 23. Who Has Done It Right? The simplest example: Park East Directory • Allows visitors to quickly find tenants • Security guard can perform additional duties
- 24. Who Has Done It Right? The simplest example: Park East Directory • Allows visitors to quickly find tenants • Security guard can perform additional duties • Expanded hours of coverage
- 25. Who Has Done It Right? GGP Digital Signage • Communicating with (not at) shoppers
- 26. Who Has Done It Right? GGP Digital Signage • Communicating with (not at) shoppers • Customers have much higher message retention than with ad driven models
- 27. Who Has Done It Right? GGP Digital Signage • Communicating with (not at) shoppers • Customers have much higher message retention than with ad driven models • System features real time updates, live feeds, interactive directories and augmented reality
- 28. Who Has Done It Right? Making Complex Information Manageable- Local Workforce Investment Boards Community Communication Opportunities in Partnership with other Organizations – • Goodwill Industries • City/State Governments • Dept. of Corrections • Local Libraries • Community Centers
- 29. Who Has Done It Right? Making Complex Information Manageable- Local Workforce Investment Boards Community Communication Opportunities More than just jobs: • Housing Assistance • Food Stamps • Daycare • Healthcare
- 30. Who Has Done It Right? Healthcare Patient Check-in Deployer Patient
- 31. Who Has Done It Right? Healthcare – Patient Check-in Deployer Patient Efficient Faster check-in
- 32. Who Has Done It Right? Healthcare – Patient Check-in Deployer Patient Efficient Faster check-in Consistency Consistency
- 33. Who Has Done It Right? Healthcare – Patient Check-in Deployer Patient Efficient Faster check-in Consistency Consistency Better collection Accurate billing
- 34. Who Has Done It Right? Healthcare – Patient Check-in Deployer Patient Efficient Faster check-in Consistency Consistancy Better collection Accurate billing Better data More privacy collection
- 35. Who Has Done It Right? The deployer hospitals and clinics benefit – More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments (The original goal for the Epic Welcome™ system was about 25% usage…)
- 36. Who Has Done It Right? The deployer hospitals and clinics benefit – More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments • 80% reduction in form costs
- 37. Who Has Done It Right? The deployer hospitals and clinics benefit – More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments • 80% reduction in form costs • 84% reduction in check-in costs
- 38. Who Has Done It Right? The deployer hospitals and clinics benefit – More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments • 80% reduction in form costs • 84% reduction in check-in costs • 65% increase in co-pay collection
- 39. Who Has Done It Right? The deployer hospitals and clinics benefit – More than 60% of the patients at Vanderbilt use kiosks to check in for their appointments • 80% reduction in form costs • 84% reduction in check-in costs • 65% increase in co-pay collection And so do the patients – • Carle Clinics reported an increase in patient satisfaction scores as result of kiosk installations
- 40. Who Has Done It Right? Internal Customers Count Too! Home Depot Supply HR Intranet
- 41. Who Has Done It Right? Internal Customers Count Too! Home Depot Supply HR Intranet Efficiency – current info in a widely decentralized system
- 42. Who Has Done It Right? Internal Customers Count Too! Home Depot Supply HR Intranet Efficiency – current info in a widely decentralized system Accuracy – both HDS and staff updates on everything from corporate policy to 401k distributions
- 43. Who Has Done It Right? Internal Customers Count Too! Home Depot Supply HR Intranet Efficiency – current info in a widely decentralized system Accuracy – both HDS and staff updates on everything from policy to 401k distributions Staffing – reduced workload while providing access to specialists via additional telephony functionality
- 44. Who Has Done It Right? Internal Customers Count Too! Home Depot Supply HR Intranet Efficiency – current info in a widely decentralized system Accuracy – both HDS and staff updates on everything from policy to 401k distributions Staffing – reduced workload while providing access to specialists via additional telephony functionality Cost Savings – self liquidating program on just one element
- 45. So What Makes It Right?
- 46. So What Makes It Right? • Pick the right task
- 47. So What Makes It Right? • Pick the right task • Inviting, friendly
- 48. So What Makes It Right? • Pick the right task • Inviting, friendly • Make it simple!
- 49. So What Makes It Right? • Pick the right task • Inviting, friendly • Make it simple! • Multilingual
- 50. What Makes It Right?
- 51. What Makes It Right? • Looks count – make sure the enclosure tells a story and sets expectations
- 52. What Makes It Right? • Looks count – make sure the enclosure tells a story and sets expectations • Don’t miss a great branding opportunity – have some fun and your customers will too
- 53. What Makes It Right? • Looks count – make sure the enclosure tells a story and sets expectations • Don’t miss a great branding opportunity – have some fun and your customers will too • Integrate the experience so both the function and form provide the same message
- 54. What Makes It Right? • Know the laws and guidelines and work with them. N N N
- 55. What Makes It Right? • Know the laws and guidelines and work with them. • ADA covers more than just folks in wheelchairs – includes hearing impaired, visually impaired, arthritic grasp… and more.
- 56. What Makes It Right? • Know the laws and guidelines and work with them. • ADA covers more than just folks in wheelchairs – includes hearing impaired, visually impaired, arthritic grasp… and more. • Regional laws impact you as well, such as the California Seismic guidelines.
- 57. What Will Make It Right in the Future? The next step is integration of devices to provide a single seamless experience – • Digital Signage • Kiosks • Tablets • Mobile & Handheld All talk together
- 58. Deployers and customers want the same thing.
- 59. Deployers and customers want the same thing. Ultimately the success of your project depends on your ability to plan for and execute the needs of both.
- 60. Sandra Nix President & Founder Connected Technology Solutions info@connectedts.com 262.242.6100