Kiosk Solutions Issue 4 - Page 33

tablet kiosk solutions Self-service is quickly becoming the norm and is expected by many consumers in a variety of different situations. Society has come to terms with self-service and its benefits are widely accepted for both consumer and business. Shoppers can save time, avoid human contact, maintain control and businesses can save money on staffing resources. The only problem is that the self-service experience is not quite up to scratch, with many retailers and businesses not embracing new technology quickly enough to keep up with consumer expectations. The journey to get the masses accepting self-service was not so smooth, here we are going to have a brief trip through self-service history, look at today’s options and then look further into the future at how self-service will pro vide the ultimate customer experience. A less than positive start People didn’t always respond to selfservice in a positive way. With the start of the self-service revolution beginning to take place after the Second World War, many were resistant to this new way of life that seemed to be beneficial only to corporations. When supermarkets first established self-service in the 1950’s, customers were presented with shopping baskets and instructed to collect their own goods. Unfortunately there was a fear regarding a lack of knowledge and understanding of what they were supposed to do. Now in the 21st century the gradual transition of self-service towards a technology based solution was not a popular concept with consumers. With difficult interfaces and glitching software, it seemed to the user that the only beneficiaries of self-service were businesses. Over time, improvements and breakthroughs in technology have allowed companies to create a better user experience with more intuitive software and engaging interfaces. This journey of constant improvement has won over many self-service sceptics with it now being accepted as an ordinary part of everyday life. With automated technology performing tasks at double the speed of humans, people are now associating self-service with saving themselves time and money. From supermarket checkouts to express check in stations at hotels, consumers now feel in control and empowered, with a greater level of choice and flexibility. Since the start of the self-service revolution, society has become more KIOSK solutions 33