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Kiosks and ConsumerMarketsCraig Allen KeefnerExecutive DirectorKiosks.Org Association
Scope - Know Thy Customer(s) • Market data • Segment data • Overlapping workforce • Technology Future
Market - Numbers        2000   2001   2002   2003 1997   1.5B     2B   2.5B     3B 1998   2.4B   3.2B   3.9B   4.6B 1999  ...
Market - Revenue • Bridal Registries   – At least 2.5 Billion in revenue • Photokiosks   – At least 1.5 Billion in revenue...
Market - Revenue Company     Registries   $Value Per Revenue Target        500,000       2,500 $1,250,000,000 Incremental ...
Markets - Segments• Retail and POS• Services - Financial• Gaming and Travel• Services - Health, Jobs, Food• Services - Hos...
Market - Segments• Revenue by Segment (projected)  • Retail - 36%  • Entertainment/Travel - 20%  • Financial - 18%  • Gove...
SegmentsCategories•   Entertainment•   Hospitality•   Fast Food•   Grocery Stores•   Convenience Stores•   Mega Retail•   ...
SegmentsFor the Next 12 Months•   Does it better utilize existing assets?•   Does it Reduce Costs?•   Helps with Customer ...
Segments - EntertainmentEntertainment - A year ago• Webcasting company Brando Company plans to begin in April a  new busin...
Segments - EntertainmentEntertainment - Last Week at ATEI• Digital jukeboxes for pubs and restaurants. Easy  to set up and...
Segments - Entertainment
Segments - EntertainmentEntertainment - Last Week at ATEI• Leisure Link announced “itbox”.  Comes in multiple looks and mu...
Segments - EntertainmentEntertainment - the IT box•   Quiz Games - compelling prizes•   Puzzles - innovative puzzle games•...
Segments - EntertainmentDrivers• "The Internet attracts a younger generation of  player, they sit down at the bar, check t...
Segments - Entertainment
Segments - Hospitality  Hotels & Motels  •   Overall Market Cap of 58B  •   Marriot: 9B mc, 2,340 Properties  •   Hilton: ...
Segments - Hospitality  Hotels & Motels  •   Biggest question: do we pull CAT5?  •   Still searching for what the customer...
Segments - Hospitality
Segments - Hospitality
Segments - HospitalityCheck In Kiosks from NCR• NCR Xpress Hotel Check-  In allows guests to check  in and check out while...
Segments - HospitalityKodak Expands To Hotels andResorts and Cybercafes• NEW YORK (Reuters) - Photography giant  Eastman K...
Segments - HospitalityDirectional kiosks find their way to England• One of the kiosks is located at the Camden Lock  Infor...
Segments - Restaurants              Revenue in Billions 450                                407.8 400 350 300              ...
Segments - Restaurants• Restaurant industry sales projected to reach record $407.8B in  2002, up 3.9 percent over 2001, ac...
Segments - Restaurants• Top Challenges for Restaurants Top Challenge        Quickservice         Full Service Operators   ...
Segments - Fast FoodCheckers• Checkers, the largest double drive-thru restaurant chain in the US,  awarded NCR a $2.2 mill...
Segments - Fast FoodData Warehousing• November 2001 -- Tricon Global  Restaurants, Inc., owner of the Pizza Hut,  Taco Bel...
Segments - Fast FoodData Warehousing• The warehouse is used as the foundation  for a number of applications, including  sa...
Segments - Fast FoodPOS and Signage• Delphi Display Systems, Inc. was recently selected  as the preferred equipment suppli...
Segments - Fast FoodPOS and Signage• Located at order point in the drive-thru lane, the  OCB visually confirms customers o...
Segments - Fast FoodMore Fast Food Facts - McDonalds• 1200 stores in UK (35% franchised).• 30,000 worldwide• McDonalds acc...
Segments - GroceryGrocery Statistics - Store Sales                         1990    1990     2000    2000 10 Year          ...
Segments - GroceryGrocery Statistics - Store Numbers                            1990     1990       2000     2000 1990 - 2...
Segments - GroceryGrocery Statistics - Habits  Day of Week         All   Under   35 – 54   Over 55                Shoppers...
Segments - GroceryGrocery Stats - Sales/Expenses                              1989     1999    % Change                   ...
Segments - GroceryGrocery Stores• NCR Self service at a  Lunds grocery store• Krogers now uses split  level self-checkout ...
Segments - GroceryGrocery Store• Self Service  application at Lunds  grocery store in  MinnesotaCourtesy of Kiosk Magazine
Segments - GroceryGrocery Store• Self Service deli  application at Lunds  grocery store in  MinnesotaCourtesy of Kiosk Mag...
Segments - GroceryGrocery Store• Self Service  application at  Lunds grocery  store in MinnesotaCourtesy of Kiosk Magazine
Segments - GroceryKrogers•   2300 Stores in 31 states•   790 Convenience Stores•   Discounts & coupons with loyalty card• ...
Segments - C StoresC-Stores• In the continuing journey to  discover feasible applications  for the kiosk industry, the  co...
Segments - C StoresC-Stores• A steady, diverse clientele  means each store presents  many opportunities. But the  rapid fi...
Segments - C Stores                            Sales in Billions    200                                               175 ...
Segments - C Stores  Convenience Store Numbers  •   Phillips66:  12,000 ww  •   Exxon/Mobil: 5800 US - 45000 ww  •   7-Ele...
Segments - C StoresBP: Facts and Figures•   12/31/2000 - 29000 worldwide•   17,300 in the US (12,000 franchised)•   7,900 ...
Segments - C StoresBP: Facts and Figures Jan 19, 2002 (The Orlando Sentinel) --Solar panels line a canopy above the gas pu...
Segments - C StoresBP: Facts and Figures Jan 19, 2002 (The Orlando Sentinel) -- Orlando is the first Florida market in whi...
Segments - C StoresBP: Facts and Figures: In the UK  BP Connect with Gift-stop kiosk and  internet kiosks has grown from 3...
Segments - C StoresExxon: Facts and Figures • ExxonMobil developed new retail facility incorporating the "Best of Both" fr...
Segments - C StoresExxon: Facts and Figures • More than 300 On the Run convenience stores operate in the United States, wi...
Segments - C StoresExxon: Facts and Figures • In May 2000 there were 400,000 transactions at Exxon and Mobil stations. • P...
Segments - C StoresExxon: Facts and Figures • McDonalds piloted with SpeedPass. Now in over 400+ restaurants in Chicago an...
Segments - C StoresExxon: Facts and FiguresIn France and UK, ExxonMobil is testing Esso Express, an unattended station whe...
Segments - C StoresCircle K• 1800 delivered as part of Circle K test.• "Kiosks are not inconsistent with our  vision, ther...
Segments - C StoresC-Stores• The kiosks come with 17-inch, multimedia screen that  appears at the checkout counter. The ma...
Segments - C StoresATMs Poised to Enter New Cycle• New cycle for ATM software has begun and is a very  large market.• Mult...
Segments - C StoresATMs Poised to Enter New CycleOops.. And don’t forget!• #1 -- The entire ATM transaction  period HAS TO...
Segments - Mega Retail• Target: 29B Revenue, 1000 Stores  – Bridal Registry, Baby Registry, now full fledged Gift/Xmas    ...
Segments - Mega Retail•   Office Depot•   Staples•   Home Depot•   Lowes•   Home-Related in General for US
Segments - TravelPost 9/11 Airlines• + Banks of Luggage Check in Kiosks deployed as result. One  employee services 4 kiosk...
Overlapping WorkforceHelp Wanted• The Flatboys sleek design is very unobtrusive and  compact with its small footprint and ...
Overlapping WorkforceEmployment• This is the Bennigans and  Unicru foodservice  employment kiosk.Courtesy of Kiosk Magazine
Overlapping WorkforceEmployment• Target Stores and other  retail store in US have  multiple low-end job units  to assist w...
Overlapping WorkforceEmployment•   Cost to Labor•   Staff turnover (2 to 3X a year?)•   Problems at entry level•   Reduce ...
Overlapping WorkforceEmployment•   9,000 Job Kiosks for UK Government•   NeoProducts and Mike Smith•   EDS•   Best case fo...
Overlapping WorkforceIntranet Corporate Systems• Continental Tire North America operates several  manufacturing facilities...
Overlapping WorkforceIntranet: GlaxoSmithKline• Mandate from CIO to set up two cybercafe-type areas in  cafeterias, for la...
Overlapping WorkforceWal-Mart Rolls Out Employee Self-Service Applications• January 31, 2002: Wal-Mart Stores Thursday  in...
Overlapping WorkforceCitizen-Centric Content: E-Minnesota • The new North Star portal provides self-service   access to in...
Technology - At HomePhilips Shop At Home Device• The Philips home shopping device, the HSD4000, allows  consumers to compi...
TechnologyWincor Nixdorf Launches New BEETLE /iPOSAppliance with Compact, All-in-One Design• AUSTIN, Texas--(BUSINESS WIRE...
TechnologyMK1000 MicroKiosk -Automated Sales Assistant• Installed at convenient locations  throughout your store, the MK10...
TechnologyMK1000 MicroKiosk - Automated Sales Assistant• The MK1000 does more than price  verification. Its large easy-to-...
TechnologyCERTO: Compact column terminal• CERTO solves almost every conceivable self-  service task and assists communicat...
TechnologyCERTO: Compact column terminal• The base unit consists of a compact system complete  with built-in card reader, ...
Technology - Biometrics New Drivers Licenses Study Underway• WASHINGTON (AP) - January 8, 2002 --  The government is worki...
Technology - Biometrics                  Total Biometric Revenues ($M)       2000                                         ...
Technology - Biometrics                     2001 Market Share                               Signature                     ...
Technology Smartcards Coming Into Vogue Again?• Slow to be accepted but US population open to  change in new environment.•...
Technology Net Nanny Signs International Distributors For BioPassword• December 4, 2002 -- Net Nanny Software  Internation...
Technology Net Nanny Signs International Distributors For BioPassword• All three companies will distribute BioPassword, th...
Kiosks and ConsumersThank You    For More Information•   Kiosks.org Association      www.kiosks.org/smi•   Symbol Technolo...
Kiosks 2002 - AddendumCraig Keefner is the Executive Director of Kiosks.org Association. The Associationis worldwide and i...
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Markets For Kiosks and Self-Service

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presentation going thru markets that include self-service and kiosks

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  • Thank you for having me here today. My name is Craig Keefner and I am the Executive Director of Kiosks.org Association. Today I am speaking on Kiosks and Consumer Markets and Needs. I will be moving pretty fast thru some of this but I am hoping that you will appreciate the extra data that I give you, and the reduced time that you actually have to listen to me ramble on.
  • We are going to spend some time on markets and market data. Next we will cover some of the segments which have been most active. Part of this is understanding the industry behind the consumers and we will cover that as well. Some of the overlap into HR and corporate workplace will be looked at along with some government projects. Finally we touch upon some technology that has been recently deployed which is available.
  • Some of the industry numbers that project the kiosk industry. They have varied from year to year and I think as a whole that if they are most accurate when viewed as the revenue that manufacturing the kiosks and servicing them is available.
  • Another way to look at it is the amount of revenue that passes thru kiosks. This is a much larger number.
  • A little bit of explanation how I came up with some of those numbers on the previous slide. Conservatively assuming that there are 500,000 registries in Targets system. At 2500 an average registry it is easy to generate a number. Bear in mind this includes all registries which encompass not only bridal and instore but also gift and internet. Factor a certain amount of incremental revenue
  • Here are the big segment markets for Kiosks
  • Here we have estimated market revenue by segment. This is my best guess. Next up we have our first Segment
  • There are several segments I am going to try and touch on which have demonstrated some activity. I prefer to look at things like this by application (is it Entertainment or Retail for example). It’s a hard job keeping up with all of them but hopefully I have included some numbers and information that you will find useful as reference later.
  • There are several segments I am going to try and touch on which have demonstrated some activity. I prefer to look at things like this by application (is it Entertainment or Retail for example). It’s a hard job keeping up with all of them but hopefully I have included some numbers and information that you will find useful as reference later.
  • Our First segment is entertainment
  • There were a lot of digital jukeboxes at the show last week. Stephan Herron has a nice article on Kioskmarketplace that goes thru all of them.
  • Here is the one screen shot of the backend for the epoint/touchpoint jukebox. It has simple but elegant control and gives the operator the opportunity to personalize the unit in multiple ways for multiple time periods.
  • Leisure link itbox. Using ecast and also partly owned by IGT
  • Here are the main points of the itbox
  • The younger audience is driving the market
  • Here is example video from the Snap-It DVD kiosk. Takes less than 5 minutes and you get nice wrapper around video and mail pouch to send it.
  • Another active market for self-service with some of the major players
  • Another active market for self-service with some of the major players
  • This is example of applications within the market which have a business case. These are applications which the hosts would use for their customers.
  • Here is other side of coin of example applications that are used internally. These are apps which are used by the hosts themselves.
  • Here is NCR Xpress Check in. This has been recently released and is latest generation.
  • Here is example of service provider extending into new market and finding new ground within new market.
  • Directions is one of the tried and true, always works applications
  • Here is the Restaurant Segment. The Hospitality market is close to 120 Billion. Consider this market which is 400+ Billion.
  • Historically the restaurant market shows increases in size every year.
  • In this market, they were asked what their top challenges are. Recruiting (HR) and higher costs are biggest common maladies.
  • Here is example of one company addressing those challenges with some technology from NCR.
  • Here is another.
  • More efficient
  • Here is signage technology being used by Taco Bell
  • Takes the order and also improves efficiencies and makes for better customer experience
  • Takes the order and also improves efficiencies and makes for better customer experience
  • Moving to our next market which is Grocery Stores. Revenue in 2002 was over 500 billion and here is a breakdown of those components
  • The sheer number of stores is worth understanding
  • There are lot of statistics available which allow grocers to better serve their clientele whatever it may be at that precise moment. This type of knowledge is helpful for more efficient promotions and product mix.
  • This illustrates some of the challenges facing the stores. Employment related costs are always a concern.
  • I have a couple of pictures of kiosks installed in an upscale grocery store in Minnesota. Here is a self-checkout.
  • Here's another on (locator)
  • Deli checkout
  • One more
  • Here are some numbers for the leading grocer in US. Recently it has begun installing c-stores along with the stores. My Kroger card is good there and gets me a discount. It is cheap gas and it is handy combining the trips. This has gone well beyond any testing and they are actively expanding the cstores to all their major stores. This also makes the quick pickup of milk/cigarettes/beer very easy. Kroger grocery stores also splits its checkout space 50/50 between self-checkouts and normal checkout. The self-service units now have lines..
  • Which brings us to C-STORES. In the background is one of the BP Connects. 12 months ago NCR was rolling out webkiosk in 37 of the new designed Connects.. How are they doing? By inserting one pound into eKiosk, customers will receive 10 minutes worth of Internet access to browse, retrieve and send electronic and video mails. An integrated video camera allows customers to film and send video mails with players. Prepaid cards can also be used on the kiosks, and BP is planning to give away 50,000 cards that will give half an hour of Internet access time free of charge. To test the effectiveness of third-party advertising, the kiosks will also provide free access to up to 30 companies' Web sites, including BP Connect's top selling brands like Coca-Cola and information service providers such as Townpages. NCR and NetNearU, NCR's software partner, will supply BP with TRACKOSTM and ADTRACKOSTM, a Web-based management system that reports on click-throughs, Web site hits and viewing statistics for all Internet usage through the kiosk. Ask Drew Davy
  • Almost like an ATM where the initial premise is that the transaction take less than 20 seconds, the C-Stores historically have clung to that same metric. Faster In and Faster Out is Better The new BP Connects were to have 2 eKiosks and one Giftstop. The giftstop allows customers to select from three typical on-route gift choices -- alcohol, chocolate and flowers. For a more adventurous gift idea, customers can select to find out more on a local balloon trip. If the customer decides to buy the product or service, the kiosk will ask for address details and the chosen date of delivery. This information can be typed in using the on-screen keyboard. Payment can be paid by swiping a credit or debit card on the free-standing kiosk.
  • Just so we have some idea of the market here is some sales estimates
  • Furthermore, sizes of some of the major players. Current number of C-Stores in US is supposedly around 120,000. These guys have the biggest piece
  • I want to take a second and try and profile BP from what I can find on the web. The numbers are from the 2000 20F (or something like that). Its different than a 10K and drove me crazy finding it. Interesting is they are working with Safeway and others in extending themselves into other markets/partners. Kroger for example went it alone with their cstores
  • New concepts are being implemented. The c-store is changing. I think this is the NCR webkiosk they are talking about?
  • Picking up with Starbucks left off and hoping to attack the grocery store
  • Picking up with Starbucks left off and hoping to attack the grocery store
  • Not the only dancer on the floor, Exxon has its new concept which also drives the upscale and introduces the cafe
  • Not the only dancer on the floor, Exxon has its new concept which also drives the upscale and introduces the cafe
  • Here is some more interesting info for Exxon including number of transactions with the exxon//Mobil card. That’s a lot of transactions and that is just that card(s)? Exxon has also partnered with “premier” grocery partner and has begun that process.
  • Here is some more interesting info for Exxon including number of transactions with the exxon//Mobil card. That’s a lot of transactions and that is just that card(s)? Exxon has also partnered with “premier” grocery partner and has begun that process.
  • Exxon and its experiment in unattended gas station for new benchmark in self-service. We (that is us folks in Minnesota) have a couple of these already (been in around a year now)
  • The high profile deployment in the circle K stores is taking a different tack in that the stores are not being redesigned and new functions are being spliced in. How effective that will be is being tested and watched now.
  • Here are some facts on the installs being tested
  • Another area under focus in the Cstores are the ATMs. They already exist and have the real-estate and require only the integration of appropriate new functions. The inertia is very large against changing these despite declining transactions. Finding a second transaction that is more profitable and as regular which doesn’t impair the ATMs primary function (sacrosanct) is tough cookie to crack.
  • Another area under focus in the Cstores are the ATMs. They already exist and have the real-estate and require only the integration of appropriate new functions. The inertia is very large against changing these despite declining transactions. Finding a second transaction that is more profitable and as regular which doesn’t impair the ATMs primary function (sacrosanct) is tough cookie to crack.
  • And as quick follow-up to some previous statistics I track here are some for the super major retailers. Last year Walmart added in bridal registries (3000 from NCR?) but there are no numbers yet for estimated activity there. Best guess is that it is much lower than Target however.
  • And as quick follow-up to some previous statistics I track here are some for the super major retailers. Last year Walmart added in bridal registries (3000 from NCR?) but there are no numbers yet for estimated activity there. Best guess is that it is much lower than Target however.
  • And as quick follow-up to some previous statistics I track here are some for the super major retailers. Last year Walmart added in bridal registries (3000 from NCR?) but there are no numbers yet for estimated activity there. Best guess is that it is much lower than Target however.
  • Overlapping workforce is another subject I am to speak of and here is a unit which was designed for for job applications at fast food restaurants
  • Here is example of another employment kiosk which is used at Bennigans and Unicru.
  • Target stores have at least 4 stations in the entrance area of the store for taking job applications.
  • Labor is probably the easiest proposition to explain and address with self-service and it is a growing sector.
  • The best known of course is the job kiosk which is a Best Practice case in itself considering the deployment and manufacturing and support..
  • HR in the corporate environment is alive and well
  • Here is another example. I think I passed these people up in by Windsor last week
  • Here is announcement from Walmart less than a week old. I like the J2EE, business rules and XML engine. This seems to be the preferred architecture. Other architectures such as Net will be used no doubt and I see the corporate IS with no option but to support both.
  • There is a tremendous amount of political support in Minnesota for government initiatives and the biggest impediment has been identifying those services that need to be available, making them available, and making them available in a customer centric way. I don’t want to get information from that agency or this agency, I want to get my fishing license or pay my auto tags. Who I pay is irrelevant. The vendor here is j2EE and xml compliant as well.
  • Finally we touch upon some newly released technology that is now available. Personal scanners are on the verge of becoming a commodity in the States
  • New all in one design from Wincor just announced which is targeted at POS but also serves other self-service functions
  • These devices are showing up in grocery stores and provide instant price check
  • It also provides additional functions which are useful in this environment
  • Wincor with another announcement (last week at Wincor World).
  • It appears to be the IBM surepos taken to the next level but I haven’t seen the full specs yet (or a picture)
  • Biometrics is getting a new look. What the government will mandate and/or make possible is anyones guess but with this announcement we now know they are considering including bio-template info for verification
  • Here are some market facts for the biometrics industry as reference
  • Here is breakout of segments for the biometric market
  • In the keystroke arena new developments with Net Nanny. This provides additional security which all companies are interested in especially if it can be tied precisely to a person with some degree of confidence. The accuracy of such technology is documented in my presentation yesterday
  • In the keystroke arena new developments with Net Nanny. This provides additional security which all companies are interested in especially if it can be tied precisely to a person with some degree of confidence. The accuracy of such technology is documented in my presentation yesterday
  • Distributors. We all like good distributors!
  • Thanks very much. Hope I didn’t bore the heck out of you! Thanks to the following companies for their assistance and encouragement. For more information on this and more, visit these sites.
  • Kiosks.org Association was formed in 2000 after 4 years of virtual operation in that capacity. Members receive access to member-only information and membership is open to vendor companies, user/deployer companies and individuals thank you!
  • Transcript of "Markets For Kiosks and Self-Service"

    1. 1. Kiosks and ConsumerMarketsCraig Allen KeefnerExecutive DirectorKiosks.Org Association
    2. 2. Scope - Know Thy Customer(s) • Market data • Segment data • Overlapping workforce • Technology Future
    3. 3. Market - Numbers 2000 2001 2002 2003 1997 1.5B 2B 2.5B 3B 1998 2.4B 3.2B 3.9B 4.6B 1999 1.1B 1.5B 2.0B 2.7B 2000 1.8B 2.2B 2.9B 2001 2.0B 2.7B 2002 1.7B 2.5B
    4. 4. Market - Revenue • Bridal Registries – At least 2.5 Billion in revenue • Photokiosks – At least 1.5 Billion in revenue – In 2 years China #1 market • Total Revenue* – At least 10 to 15 Billion * Includes direct and incremental revenue.
    5. 5. Market - Revenue Company Registries $Value Per Revenue Target 500,000 2,500 $1,250,000,000 Incremental 5,000,000 20 $100,000,000 Kohls 100,000 1200 $120,000,000 ROM $1,000,000,000 Kodak 1,400,000,000 ROM 200,000,000 $4,070,000,000 Note: 2.5 Million weddings a year and 60 percent of those use a registry.
    6. 6. Markets - Segments• Retail and POS• Services - Financial• Gaming and Travel• Services - Health, Jobs, Food• Services - Hospitality, HR• Directions, Chat, Email, WirelessNote: Loyalty component is most often common component.
    7. 7. Market - Segments• Revenue by Segment (projected) • Retail - 36% • Entertainment/Travel - 20% • Financial - 18% • Government - 15% • Other - 12%
    8. 8. SegmentsCategories• Entertainment• Hospitality• Fast Food• Grocery Stores• Convenience Stores• Mega Retail• Travel
    9. 9. SegmentsFor the Next 12 Months• Does it better utilize existing assets?• Does it Reduce Costs?• Helps with Customer Relations?• Or is it only adding new technology & costs?
    10. 10. Segments - EntertainmentEntertainment - A year ago• Webcasting company Brando Company plans to begin in April a new business that will distribute content to multimedia kiosks in restaurants.The touch-panel display kiosks will be placed at tables, offering fortune telling and entertainment programs. Customers will pay for the information content along with their bill for food and drink. Brando aims to sign up 1,000 restaurants annually for the terminals. The service will be called "digi+pop TVi," and the content will be broadcast from Brandos production center via communications satellite for download to the terminals. A restaurant operator will be able to adjust the content to suit his own style, region or season.
    11. 11. Segments - EntertainmentEntertainment - Last Week at ATEI• Digital jukeboxes for pubs and restaurants. Easy to set up and easy for customers to use, it comes with full backend for personalizing the behavior of the unit and full reporting system. Typical pub income at 200 pounds/week with total cost of <5000, the unit pays off in less than 6 months. Also Human Resource and Training modules for off hours.
    12. 12. Segments - Entertainment
    13. 13. Segments - EntertainmentEntertainment - Last Week at ATEI• Leisure Link announced “itbox”. Comes in multiple looks and multiple functions and designed to offer simplistic functions to gambling and adult soft entertainment depending on demographic and location (even within the location itself). Note: Leisure Link operates over 90,000 pay for play terminals
    14. 14. Segments - EntertainmentEntertainment - the IT box• Quiz Games - compelling prizes• Puzzles - innovative puzzle games• Sports - Racing Tips and Video Sports• Movies - video clips + commerce• Music - digital singles and albums• Adult - the latest in adult entertainment• Ring Tones - personalize the mobiles
    15. 15. Segments - EntertainmentDrivers• "The Internet attracts a younger generation of player, they sit down at the bar, check their e- mail on Hotmail and then stay there to play games," said Otto Kraus, general manager for Austrian-based electronic games manufacturer AMUsys. "Without the Internet, this younger player may never have the impulse to play." From Stephan Herron article on KioskMarketplace - Feb 1, 2002
    16. 16. Segments - Entertainment
    17. 17. Segments - Hospitality Hotels & Motels • Overall Market Cap of 58B • Marriot: 9B mc, 2,340 Properties • Hilton: 4B mc, 1900 Properties • Starwood: 6B, 740 properties • Market revenue est at 120B
    18. 18. Segments - Hospitality Hotels & Motels • Biggest question: do we pull CAT5? • Still searching for what the customer wants • Test offers including internet offers being trialed • Dialup needed for security (safe, secure, reliable) • Is it in the home? • 10% of potential broadband in US actually used b • Analog to be around for 5 years • “IP in hotel room irrelevant” -- Marriott Source: panel discussion with Savoy Group, Carlson Hospitality, Six Continents, Telematrix and Marriott Corp. February 2002 London
    19. 19. Segments - Hospitality
    20. 20. Segments - Hospitality
    21. 21. Segments - HospitalityCheck In Kiosks from NCR• NCR Xpress Hotel Check- In allows guests to check in and check out while enabling you to more effectively utilize your staff by freeing their time for other tasks.
    22. 22. Segments - HospitalityKodak Expands To Hotels andResorts and Cybercafes• NEW YORK (Reuters) - Photography giant Eastman Kodak Co. plans to expand its do-it- yourself Picture Maker kiosk family to places such as hotels, resorts, and Internet cafes, enabling users in remote locations to print pictures snapped with a digital camera. (February 1, 2001) Note: U.S. shipments of point-and-shoot digital cameras -- which feature business card-sized displays for quick viewing of snapped photos -- reached 6.5 million units in 2001, up 30% -- Jan 31,2002
    23. 23. Segments - HospitalityDirectional kiosks find their way to England• One of the kiosks is located at the Camden Lock Information Centre, located in one of London’s leading shopping districts. Four touchscreens give users access maps and directions to more than 5,000 locations within the Camden borough, including retail outlets, restaurants, museums and ATMs. -- 15 November 2001
    24. 24. Segments - Restaurants Revenue in Billions 450 407.8 400 350 300 239.3 250 200 150 119.6 100 42.8 50 0 1970 1980 1990 2002
    25. 25. Segments - Restaurants• Restaurant industry sales projected to reach record $407.8B in 2002, up 3.9 percent over 2001, according to 2002 Restaurant Industry Forecast. On an inflation-adjusted basis, restaurant industry sales are expected to increase 1.4 percent in 2002, which would represent the eleventh consecutive year of real growth in the industry. On a typical day in 2002, the restaurant industry will post average sales of more than $1.1 billion.
    26. 26. Segments - Restaurants• Top Challenges for Restaurants Top Challenge Quickservice Full Service Operators Operators Average C heck Size <$8 $8-$14 $15-$24 $25+ Economy/Recession 12 16 21 27 36 Maintaining Volume 14 16 17 16 22 Recruiting 33 23 14 13 14 Competition 5 11 9 11 9 Higher Costs 3 11 13 8 2
    27. 27. Segments - Fast FoodCheckers• Checkers, the largest double drive-thru restaurant chain in the US, awarded NCR a $2.2 million contract to install NCR point-of-sale systems in 149 restaurants by April, 2001. As it is rolled out to Checkers® and Rallys Hamburger® 700-plus locations over next 2 years, the total value of the relationship exceeds $20 million.• The total POS solution includes NCRs 7454-a multi-media, touchscreen POS workstation with advanced functionality-and software provided by Aloha Technologies, Ltd. A POS system with kiosk capabilities, the NCR 7454 can be used to run diner promotions or employee training programs when not in use by restaurant personnel.
    28. 28. Segments - Fast FoodData Warehousing• November 2001 -- Tricon Global Restaurants, Inc., owner of the Pizza Hut, Taco Bell and KFC brands, has become the first quick-service restaurant business to begin implementing a global enterprise data warehouse.
    29. 29. Segments - Fast FoodData Warehousing• The warehouse is used as the foundation for a number of applications, including sales and consumer promotions analysis, menu mix management and product introductions, as well as to segment and analyze customer purchase behavior across the Tricon brands.
    30. 30. Segments - Fast FoodPOS and Signage• Delphi Display Systems, Inc. was recently selected as the preferred equipment supplier of drive thru order confirmation systems for Taco Bell(R). Also known as Order Confirmation Boards (OCB), the devices integrate advanced digital video electronics with state-of-the-art sunlight readable color liquid crystal display ("LCD") technology to improve the efficiency of the fast food drive thru.
    31. 31. Segments - Fast FoodPOS and Signage• Located at order point in the drive-thru lane, the OCB visually confirms customers orders to improve accuracy and speed of service. Additionally, the OCB functions as a digital marketing medium by displaying full color, high resolution, POP images. Other benefits: access to hearing-impaired customers, bridging language barriers, and employee theft reduction. Goal is improve overall guest experience.
    32. 32. Segments - Fast FoodMore Fast Food Facts - McDonalds• 1200 stores in UK (35% franchised).• 30,000 worldwide• McDonalds accepting SpeedPass from Exxon• Testing cobranded loyalty cards. Other ideas cannot be disclosed.• “Over the next 12 months the dominant force in the industry will be CRM” -- Chief IS Europe
    33. 33. Segments - GroceryGrocery Statistics - Store Sales 1990 1990 2000 2000 10 Year $B Sales Percent $B Sales Percent ChangeAll Grocery Stores 368.5 100 494 100 34%Supermarkets 271.7 73.7 384.8 77.9 42%Chain Supermarkets 189.8 51.5 314.4 63.6 66%Ind. Supermarkets 81.9 22.2 70.4 14.3 -14%Other Stores 69.9 19 52.2 10.6 -25%Convenience Stores 26.9* 7.3 29.7** 6 10%Wholesale Clubs n/a n/a 23.7** 4.8 n/aMilitary n/a n/a 3.6** 0.7 n/aSource: Progressive Grocer
    34. 34. Segments - GroceryGrocery Statistics - Store Numbers 1990 1990 2000 2000 1990 - 2000 Number Percent Number Percent % Change All Grocery Stores 145,000 100 127,980 100 -11.7 Supermarkets (+2M) 30,750 21.2 31,830 24.7 3.5 Chain Supermarkets 17,460 12 20,825 16.1 19.2 Ind. Supermarkets 13,290 9.2 11,005 8.6 -17.2 Other Stores (<$2M) 58,250 40.2 37,310 29.2 -35.9 Convenience Stores 56,000 38.6 58,000 45.3 3.5Wholesale Club Stores n/a n/a 840 0.7 n/a Military Commissary n/a n/a 190 0.1 n/aSource: Progressive Grocer
    35. 35. Segments - GroceryGrocery Statistics - Habits Day of Week All Under 35 – 54 Over 55 Shoppers 35 Years Years Years Old Old Sunday 16% Old 15% 22% 8% Monday 11% 16% 7% 13% Tuesday 11% 12% 7% 14% Wednesday 15% 15% 12% 21% Thursday 14% 6% 12% 21% Friday 12% 17% 10% 12% Saturday 21% 19% 30% 11%
    36. 36. Segments - GroceryGrocery Stats - Sales/Expenses 1989 1999 % Change 1989 - 1999 Sales – All Stores 351B 472B 34.7 Supermarkets (>$2M) 257B 365B 41.8 1989 1999 % Change 1989 -1999 Payroll Expenses 11.41% 11.20% -1.84Total Employment Cost 14.95% 14.10% -5.69 Supplies 0.92% 1.10% 19.57 Utilities 1.09% 1.20% 10.09
    37. 37. Segments - GroceryGrocery Stores• NCR Self service at a Lunds grocery store• Krogers now uses split level self-checkout in 40% of its traditional checkout lanes (U-Scan)Courtesy of Kiosk Magazine
    38. 38. Segments - GroceryGrocery Store• Self Service application at Lunds grocery store in MinnesotaCourtesy of Kiosk Magazine
    39. 39. Segments - GroceryGrocery Store• Self Service deli application at Lunds grocery store in MinnesotaCourtesy of Kiosk Magazine
    40. 40. Segments - GroceryGrocery Store• Self Service application at Lunds grocery store in MinnesotaCourtesy of Kiosk Magazine
    41. 41. Segments - GroceryKrogers• 2300 Stores in 31 states• 790 Convenience Stores• Discounts & coupons with loyalty card• In 1999, the convenience stores accounted for 2.5% of Krogers total sales and 1.8% of Krogers cash flow.
    42. 42. Segments - C StoresC-Stores• In the continuing journey to discover feasible applications for the kiosk industry, the convenience store is a source of frequent conjecture.• In US: +120,000 C-Stores
    43. 43. Segments - C StoresC-Stores• A steady, diverse clientele means each store presents many opportunities. But the rapid fire nature of the c- store experience means customers often get in and out with blinding speed.
    44. 44. Segments - C Stores Sales in Billions 200 175 180 164 170 151 156 144 150 112 121 100 50 0 1992 1993 1994 1995 1997 1998 1999 2000 2001
    45. 45. Segments - C Stores Convenience Store Numbers • Phillips66: 12,000 ww • Exxon/Mobil: 5800 US - 45000 ww • 7-Eleven*: 5820 in US -16800 ww • Chevron: 8000 in US - 8000 row • BP Amoco: 29,000 ww • Shell: 46,000 ww *Southland/-Eleven announced closings on 1/31/02
    46. 46. Segments - C StoresBP: Facts and Figures• 12/31/2000 - 29000 worldwide• 17,300 in the US (12,000 franchised)• 7,900 in UK/ROE• Joint venture with Safeway (UK)• Joint venture with Huit a Huit (France)• Poland and Russia expansions• “We are aiming at increasing our per-customer revenue by attracting retail customers to spend more in convenience stores and business customers to spend more on value-added services and solutions.”
    47. 47. Segments - C StoresBP: Facts and Figures Jan 19, 2002 (The Orlando Sentinel) --Solar panels line a canopy above the gas pumps. Theres cappuccino and gourmet food in the cafe, lower-pollution fuel in an underground tank, and an Internet kiosk for customers.
    48. 48. Segments - C StoresBP: Facts and Figures Jan 19, 2002 (The Orlando Sentinel) -- Orlando is the first Florida market in which BP has introduced the upscale-oriented convenience stores, which feature a gourmet coffee, pastry and sandwich shop called The Wild Bean Cafe; computer access to weather information, travel data and road maps; a solar-powered electrical system; and a new, low-sulphur Amoco gasoline.
    49. 49. Segments - C StoresBP: Facts and Figures: In the UK BP Connect with Gift-stop kiosk and internet kiosks has grown from 37 to 80 stores (120 total kiosks). Another 50 planned in UK with primary focus to be in other markets like US and other European countries.
    50. 50. Segments - C StoresExxon: Facts and Figures • ExxonMobil developed new retail facility incorporating the "Best of Both" from Tigermarket and On the Run convenience stores. The new On the Run store features a proprietary café with gourmet coffee, fresh bakery items and hot food service items.
    51. 51. Segments - C StoresExxon: Facts and Figures • More than 300 On the Run convenience stores operate in the United States, with 90 more in other parts of the world. 300 more On the Run sites are planned for key global markets in 2001.
    52. 52. Segments - C StoresExxon: Facts and Figures • In May 2000 there were 400,000 transactions at Exxon and Mobil stations. • Projects to over 15 Million total in 2002 •Finalized alliance with Tesco grocery chain in UK. 28 cobranded sites by year-end.
    53. 53. Segments - C StoresExxon: Facts and Figures • McDonalds piloted with SpeedPass. Now in over 400+ restaurants in Chicago and looking to expand. • Average service time cut from 131 seconds to less than 20 seconds. • Also Nokia 5100 being used..
    54. 54. Segments - C StoresExxon: Facts and FiguresIn France and UK, ExxonMobil is testing Esso Express, an unattended station where customers pay atpump using credit cards, debit cards or cash. Thestations have no sales associates, but reps at acentral customer service center monitor the site viavideo link to ensure safety and answer consumerquestions via an intercom system. The conceptappears to be a popular and viable alternative totraditional service stations in certain markets.
    55. 55. Segments - C StoresCircle K• 1800 delivered as part of Circle K test.• "Kiosks are not inconsistent with our vision, there isnt anything we can sell that you cant buy anywhere else, so its a matter of time and speed. Thats the focus of this kiosk. Were talking about better access and quicker access to information where you need it and when you need it." said Scott Templeton, Phillips 66 innovation manager.
    56. 56. Segments - C StoresC-Stores• The kiosks come with 17-inch, multimedia screen that appears at the checkout counter. The main screen includes broadcast content, store information, and advertising, while smaller screens flash current news and weather info.• Customers use video camera on kiosk to record a message, perform a stand-up routine, or do whatever else comes to mind. Comedy Central uses selected videos as part of a homegrown humor initiative, and Cox is offering $170,000 worth of promotional advertising on its cable systems.
    57. 57. Segments - C StoresATMs Poised to Enter New Cycle• New cycle for ATM software has begun and is a very large market.• Multi-function financial transactions now occurring in Convenience Stores• 185,000 ATMs in the US• Close to 15B transactions in US in 2002 (declining)• Ideas for ATMs include wireless map downloads, wireless tickets and couponing.
    58. 58. Segments - C StoresATMs Poised to Enter New CycleOops.. And don’t forget!• #1 -- The entire ATM transaction period HAS TO BE under 20 seconds.
    59. 59. Segments - Mega Retail• Target: 29B Revenue, 1000 Stores – Bridal Registry, Baby Registry, now full fledged Gift/Xmas Registry with complementary Internet mechanism (like Northwest Check-In)• Walmart: 3200 stores – 1,651 Wal-mart Stores (50 more in 2002) – 1,026 Supercenters (185 in 2002) – 486 Sams Clubs – 26 Neighborhood Markets (20 new in 2002)
    60. 60. Segments - Mega Retail• Office Depot• Staples• Home Depot• Lowes• Home-Related in General for US
    61. 61. Segments - TravelPost 9/11 Airlines• + Banks of Luggage Check in Kiosks deployed as result. One employee services 4 kiosks (like Kroger self-checkout)• + Internet Check-Ins have increased• + Frequent Flyer Aspects Increased/Priority• + Average Time in Airport has doubled• Minuses -- Initiatives in Wireless ID check-ins have been temporarily grounded (budgets in general).
    62. 62. Overlapping WorkforceHelp Wanted• The Flatboys sleek design is very unobtrusive and compact with its small footprint and wall-mount configuration. This kiosk was originally designed to allow people to apply for jobs directly at fast food restaurants. This kiosk design also lends itself to a wide range of kiosk applications, including public Internet access. All components are mounted to the three front doors, allowing 5 minute field replacement for any combination of components.
    63. 63. Overlapping WorkforceEmployment• This is the Bennigans and Unicru foodservice employment kiosk.Courtesy of Kiosk Magazine
    64. 64. Overlapping WorkforceEmployment• Target Stores and other retail store in US have multiple low-end job units to assist with their labor management.Courtesy of Kiosk Magazine
    65. 65. Overlapping WorkforceEmployment• Cost to Labor• Staff turnover (2 to 3X a year?)• Problems at entry level• Reduce dependence on trainingCourtesy of Kiosk Magazine
    66. 66. Overlapping WorkforceEmployment• 9,000 Job Kiosks for UK Government• NeoProducts and Mike Smith• EDS• Best case for delivery implementation
    67. 67. Overlapping WorkforceIntranet Corporate Systems• Continental Tire North America operates several manufacturing facilities within North America. They are developing an internet based employee self-service application for Human Resources related information and transactions. They are also considering moving traditional printed materials such as MSDS, corporate policies & procedures, etc. into an electronic environment. To make information accessible to all employees, we will install several kiosks in the break areas of each manufacturing facility. Source: RFP into kiosks.org website - January 2002
    68. 68. Overlapping WorkforceIntranet: GlaxoSmithKline• Mandate from CIO to set up two cybercafe-type areas in cafeterias, for large (100,000+ employee), multinational pharmaceuticals company. Initial project is to install 6- 12 units in Philadelphia (US) headquarters and 6-12 units in London (UK). Ideally, the result will be a drop-in solution that can be reused for other sites in the future, other cafeterias in major buildings, etc., if initial project is a success. The solution must be isolated from the corporate intranet. Must be robust, secure, etc. Web access is the primary goal - no access to internal mail. Source: RFP into kiosks.org website - January 2002
    69. 69. Overlapping WorkforceWal-Mart Rolls Out Employee Self-Service Applications• January 31, 2002: Wal-Mart Stores Thursday inked a deal to deploy a self-service expense reimbursement platform.• It is J2EE compliant, includes a business rules engine, XML engine and zero install HTML client, making it a quick install. Wal-Mart went from conception to deployment on its solution in less than nine weeks.
    70. 70. Overlapping WorkforceCitizen-Centric Content: E-Minnesota • The new North Star portal provides self-service access to information and services from +100 state agencies. Also, citizens find information based on subject area. • Minnesotans will be able to perform tasks as renewing car license plates, applying for hunting and fishing licenses, and retrieving small business forms and information through the new portal. Source: Wednesday January 16 08:08 PM EST BroadVision Guns Minnesotas E-Gov Engine
    71. 71. Technology - At HomePhilips Shop At Home Device• The Philips home shopping device, the HSD4000, allows consumers to compile shopping lists of grocery items by simply scanning the bar codes of items then easily download the list to a local food retailer for pickup or home delivery. The technology allows consumers to dramatically shrink the shopping process, especially for items that are bought on regular basis such as groceries, paper-based products, soap, detergents and favorite canned items.
    72. 72. TechnologyWincor Nixdorf Launches New BEETLE /iPOSAppliance with Compact, All-in-One Design• AUSTIN, Texas--(BUSINESS WIRE)--Jan. 15, 2002-- Wincor Nixdorf Inc., the leader in the delivery of open systems solutions to the retail and banking industries, today announced a new, compact point-of- sale (POS) appliance. The BEETLE® /iPOS is a high-performance, ``all-in-one POS system with the CPU, power supply, and other components mounted directly behind the flat panel display.• Its attractive, compact, and splashproof design makes it ideal for hospitality and food services, but it performs equally well as a kiosk or in many traditional POS environments where a very small footprint is desirable.
    73. 73. TechnologyMK1000 MicroKiosk -Automated Sales Assistant• Installed at convenient locations throughout your store, the MK1000 allows customers to quickly and easily verify the price of bar coded merchandise and obtain up-to-the- minute information on in-store promotions–while they shop.
    74. 74. TechnologyMK1000 MicroKiosk - Automated Sales Assistant• The MK1000 does more than price verification. Its large easy-to-read display can be used as an electronic billboard for instant in-store merchandising and comes complete with the ability to display graphics and text messages to promote seasonal sales, in- store promotions and upcoming events.
    75. 75. TechnologyCERTO: Compact column terminal• CERTO solves almost every conceivable self- service task and assists communication with the customer.• One-to-one marketing, route-finding systems, film check-ins, sales support, Internet access and eMail are just some of the potential applications offered by the column terminal.
    76. 76. TechnologyCERTO: Compact column terminal• The base unit consists of a compact system complete with built-in card reader, high-performance 15“ multimedia TFT touchscreen display and an audio sound system. The PC unit is built into the screen. Depending on customer, the column can be equipped with magnetic or smart card reader, barcode scanner, thermal printer, alpha keyboard and trackball, a built-in camera or a telephone handset.
    77. 77. Technology - Biometrics New Drivers Licenses Study Underway• WASHINGTON (AP) - January 8, 2002 -- The government is working with the states to develop a new generation of drivers licenses that could be checked anywhere and would contain electronically stored information such as fingerprints for the countrys 184 million licensed drivers.
    78. 78. Technology - Biometrics Total Biometric Revenues ($M) 2000 1905.4 1440.6 1500 1049.6 $ (M) 1000 729.1 399.5 523.9 500 250.9 0 1999 2000 2001 2002 2003 2004 2005
    79. 79. Technology - Biometrics 2001 Market Share Signature Iris Voice Keystroke 2.7% 6.2% 4.3% 0.4% Facial 15.4% Hand 10.4% Finger 48.8% Middleware 11.9%
    80. 80. Technology Smartcards Coming Into Vogue Again?• Slow to be accepted but US population open to change in new environment.• In 1990 -- There were 0 debit cards• In 2002 -- Over 10 million debit cards and and 10 Billion transactions.• National ID system being re-examined.• IBM/HP -- by 2005 SC readers integrated in PCs..
    81. 81. Technology Net Nanny Signs International Distributors For BioPassword• December 4, 2002 -- Net Nanny Software International Inc. (OTCBB:NNSWF - news; CDNX:NNS.V) announced today that it has signed Wildspace, Ltd., Junek Ltd. and Joint Future Systems, S.C., which are headquartered in the UK, Czech Republic and Mexico respectively, to distribute its strong user authentication technology, BioPassword®.
    82. 82. Technology Net Nanny Signs International Distributors For BioPassword• All three companies will distribute BioPassword, the authentication solution for enterprise networks, and the BioPassword software developers kit, which enables third parties to incorporate the patented keystroke dynamics technology into their own applications.
    83. 83. Kiosks and ConsumersThank You For More Information• Kiosks.org Association www.kiosks.org/smi• Symbol Technology www.symbol.com• Kiosk Magazine www.kiosk.com• KIS www.kis-kiosk.com• Wincor-Nixdorf www.wincor-nixdorf.com• ePOINT www.epoint.com• TouchPoint www.touchpointit.com• Kioskmarketplace www.kioskmarketplace.com• NeoProducts www.neoproducts.co.uk• NetShift www.netshift.com• NCR www.ncr.com
    84. 84. Kiosks 2002 - AddendumCraig Keefner is the Executive Director of Kiosks.org Association. The Associationis worldwide and its members include vendors, individuals and alsousers/deployers. It’s mission is to identify and promote the interests ofcompanies engaged in the electronic, self-service kiosk industry.Working committees include: Marketing and Public Relations, Best Practices,Technology and Standards, Government Relations, Research and Statistics,Advertising and Developing Markets. The President of the Association is Mr..Richard Rommel of Eastman Kodak and the Chairman is Mr.. Richard Good ofNetWorld Alliance.Members include: NCR Corporation, Symbol Technologies, Wincor-Nixdorf, IBM,Compaq, Intel, Eastman Kodak, MEI, Netshift, Eurocoin, ePOINT and many manyothers.For more information or to join: go online at www.kiosks.org/join or call 1-866-240-1318. You can email us at info@kiosks.org This presentation delivered February 7, 2002 at The Hatton for Kiosks 2002
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