Drain, David Presentation 1 27 09


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  • Drain, David Presentation 1 27 09

    1. 1. Innovating the Self-Service Model by Adopting and Implementing Best Field Practices David Drain Executive Director Digital Signage Association Self-Service & Kiosk Association January 27, 2009
    2. 2. Media (Online, Email, Print) Strategic Partners WINCOR WORLD Associations Events
    3. 3. Promoting the successful deployment of self-service around the world PARTIAL LIST OF VENDOR MEMBERS
    4. 4. Promoting the successful deployment of self-service around the world PARTIAL LIST OF DEPLOYER MEMBERS
    5. 5. The modern consumer <ul><li>Hates long lines </li></ul><ul><li>Wants information, choice </li></ul><ul><li>Wants to save time </li></ul><ul><li>Looking for products tailor made to needs & desires </li></ul><ul><li>Wants to control the experience </li></ul><ul><li>… otherwise will take business elsewhere </li></ul>
    6. 6. “ 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
    7. 7. Don’t start with technology <ul><li>“ 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. </li></ul><ul><li>  </li></ul><ul><li>To create powerful customer experiences, you need to start by understanding your customers. ” </li></ul>Brian Ardinger, Nanonation
    8. 9. Advice from Redbox
    9. 10. Avoid the top five mistakes of kiosk deployment <ul><li>Failing to present a truly compelling offer to the customer </li></ul><ul><li>Relying on intangibles for an attractive ROI </li></ul><ul><li>Failing to differentiate between the pilot stage and the scaling stage </li></ul><ul><li>Failing to realize that the first attempt will be flawed </li></ul><ul><li>Building the Taj Mahal and placing it next to the janitor’s closet </li></ul>Source: “Top Five Mistakes of Kiosk Deployment,” by Gregg Kaplan, CEO, Redbox
    10. 11. Gaining kiosk acceptance <ul><li>Customer and employee buy-in </li></ul><ul><li>Focus groups and surveys </li></ul><ul><li>Effective branding and integration </li></ul><ul><li>Provide a great experience </li></ul><ul><li>Consider using a “concierge” at first </li></ul>
    11. 12. Graphical User Interface
    12. 13. Graphical User Interface
    13. 14. Graphical User Interface
    14. 15. Overwhelming number of choices <ul><li>Audio </li></ul><ul><li>Barcode Readers </li></ul><ul><li>Cables </li></ul><ul><li>Card Readers/Writers </li></ul><ul><li>Cash Acceptors & Dispensers </li></ul><ul><li>Check Readers (MICR) </li></ul><ul><li>Communication - Networking, Wireless </li></ul><ul><li>Computers - Desktop, Laptop, Industrial, Thin, Panel, Embedded </li></ul><ul><li>Connectivity </li></ul><ul><li>Contactless Payments </li></ul><ul><li>Cooling Systems </li></ul><ul><li>Debit/Credit/Smart Cards </li></ul><ul><li>Design </li></ul><ul><li>Digital Signage </li></ul><ul><li>Enclosures </li></ul><ul><li>Equipment Leasing and Rental </li></ul><ul><li>Graphic Production </li></ul><ul><li>Hardware </li></ul><ul><li>Input Devices - Trackballs, Joysticks, TouchPads, Stylus </li></ul><ul><li>Installation </li></ul><ul><li>Insurance </li></ul><ul><li>Integration </li></ul><ul><li>Internet Access </li></ul><ul><li>Keyboards/Keypads </li></ul><ul><li>Logistics, Deployment, Delivery </li></ul><ul><li>Maintenance & Service Management Systems </li></ul><ul><li>Outdoor Kiosks </li></ul><ul><li>Paper Supplies </li></ul><ul><li>Power Supply </li></ul><ul><li>Printers </li></ul><ul><li>Programmers & Application Developers </li></ul><ul><li>Remote Monitoring & Management </li></ul><ul><li>RFID </li></ul><ul><li>Satellite Services </li></ul><ul><li>Scanners </li></ul><ul><li>Security & Biometric Identification </li></ul><ul><li>Software - Linux/UNIX, middleware, Mac, OS, Multimedia </li></ul><ul><li>Speakers </li></ul><ul><li>Surge Protection </li></ul><ul><li>Touch Screens </li></ul><ul><li>Transaction Processing </li></ul><ul><li>Video - Players, Cards, etc. </li></ul>
    15. 16. Resources <ul><li>Total solution / turn-key providers (integrators) </li></ul><ul><li>Distributors / manufacturers’ representatives </li></ul><ul><li>Consultants </li></ul><ul><li>Websites, publications, shows and directories </li></ul>
    16. 17. Tips on requesting quotes <ul><li>Be as specific as you possibly can </li></ul><ul><li>Clearly state the intent of the project </li></ul><ul><li>Think of all the possible technologies you might need </li></ul><ul><li>If you have a Request for Proposal (RFP) document, provide instructions on how to receive and respond to it </li></ul>
    17. 18. Questions?
    18. 19. Thank you! David Drain Executive Director Self-Service & Kiosk Association [email_address] www.selfservice.org