unattended payments
do this on an unattended payment
device was to write a new code, which
would have to go through accreditation.
And because it was contained with the
payment mechanism, every change would
have to be recertified. By unbundling
payments from the service apps, a
separate environment can be provided,
which allows kiosk developers to build
and experiment with new customised
experiences and user journeys. All this
takes is really easy programing language
like HTML and open source.
eager to exploit kiosks to reduce friction
and boost interaction, for example:
•
•
•
Fast food
Combining contactless acceptance
with connected omnichannel
platforms allows customers to order
on their mobile, check their order
and pay at kiosks using their phone.
Subsequent orders are sent to the
food prep area where the transaction
is processed and consolidated into
the same back office system as the
counter-based POS system.
Entertainment
Omnichannel kiosks let customers
order and pay more conveniently in-
venue, online and then collect from
the kiosk with access to reward and
loyalty services.
Specialist vending
We’re not just talking chocolate bars.
Self-service can be used to create
new low-cost business models for
lots of specialist merchants – from
self-service bars to intelligent and
18 KIOSK solutions
automated 24-hour Laundrettes
– where devices not only handle
contactless and mobile payments but
also keep track of stock control and
purchase patterns.
•
Airports
As well as allowing self-service
check-in, unattended payment kiosks
could be used at airports to pay for
additional extras including excess
baggage, last minute seat changes
and to pre-order meals on flights or
book lounges and allow travellers
to access travel information, to
participate in airline surveys, loyalty
and promotions.
Opening up service capability
Through a PaaS gateway, kiosks software
can be easily updated over the cloud.
And it won’t be long before customer-
facing service apps will also be delivered
that way too. This will offer new levels of
flexibility, allowing services to be switched
on and off, localised and customised to
suit seasons, locations and events.
Up until recently, the only way to
Creating new revenue models
Third-party applications and services
can be used on unattended devices to
add functionality that’s like a retailer’s
‘app store’ for POS. This can enable the
rapid introduction of cloud-based, on-
demand services such as loyalty, gift and
personalisation. It can also bring more
agile services, new levels of engagement,
and allow dialogue and feedback with
the customer. Delivering the same type
of software as we see in POS systems
straight to the kiosk to drive fast,
customisable and secure promotional
services.
This functionality can also unlock
kiosks for new types of open-loop
collaboration between merchants, to
create new revenue streams and boost
loyalty. For example, parking meters
that display local retailer promotions
when shoppers pay to park, cinemas
that deliver local restaurant promotions
at in-foyer ticket machines, and fashion
outlets that supplement in-store kiosk
ordering systems with discounts to local
lifestyle and leisure events. The potential
is endless.
All of this new functionality allows
kiosks to truly bridge the gap between
physical and online/mobile world –
adding real value to omnichannel
consumers and new opportunities for
retailers. Above all, it also helps to fulfil
the user’s desire to be in control and
helps retailers take back the customer
relationship in what has traditionally
been a ‘hands-off’ channel. n