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  1. 1. ISSN 2398-2845 KIOSK solutionsbuild | integrate | deploy December/January 2017 Issue 5 Biometric Tablet Kiosks Video conferencing Evolving Deployments also in this issue: Travel tourism Fast food kiosks
  2. 2. Engage, attract and captivate your customers with AsuraCPRNT™, the compact all-in-one printing solution and interactive device from Star Micronics. www.Star-EMEA.com As one of the world’s largest manufacturers of POS and kiosk solutions, we have combined our two areas of expertise to create a completely unique and intelligent interactive communication device – the AsuraCPRNT. It’s a receipt, ticket and coupon printer, as well as a fully programmable platform, which can be used to run product advertising, retail merchandising, point-of-sale promotions and many more applications for retail and other industries. Used as a stand-alone terminal or integrated into any retail infrastructure, AsuraCPRNT can provide thousands of applications and hundreds of solutions for the retailer. At its heart is a powerful processor that manages a touch screen and an 80mm printer. The AsuraCPRNT measures just 38cm in height and is available with optional integrated MSR, Barcode and NFC readers, making it flexible enough to meet customers’ needs in the most demanding retail environments. Its computing power offers the capability to display and deliver audio-visual messages on its own screen as well as digital signage. It also has the ability to drive applications and web content to other devices such as customers’ smart phones, merchant tablets and in-store kiosks. To find out more about one of the most compact and advanced interactive customer solutions the world has ever seen, call our sales team on +44 (0)1494 471111 or e-mail sales@Star-EMEA.com
  3. 3. contents KIOSK solutions 3 NEWS 6 NCR SKIMMING PROTECTION SOLUTION 12 Eliminate card skimming losses with a solution that disrupts the operation of the ATM when any attempt to record data with a skimming device is made SPECIALLY TAILORED 14 With a software investment already in place British heritage menswear brand Charles Trywhitt turned to Box Technologies for a solution A BRIEF HISTORY OF SELF-SERVICE 16 Self-service kiosks and self-service in general started with hopes for better time cost-efficiency HOTEL KIOSKS MAKE GOOD 18 HOLIDAYS GREAT Automated customer service stations can simplify processes for customers while freeing up hotel staff to refocus their efforts. IMPROVE SECURITY WITH KIOSKS 22 Self-service kiosks can make a retail environment run more smoothly with the added bonus of helping to combat theft YORK SMARTCARD PROJECT 24 Cammax worked with the City of York Council to provide a kiosk and smartcard system to make bus travel in the city even more attractive KIOSKS GET A GREAT PERFORMANCE 26 REVIEW Kiosks have a positive role in the workplace taking care of and streamlining selected human resources functions AN EVOLVING WORKFORCE 30 Kiosks in the fast food industry are not only increasing revenues, but in some cases they’re actually creating jobs EVOLVING KIOSK SOLUTIONS 34 The reach of the kiosk industry continues to grow with technologies expanding the possibilities for deployments and the customer experience THE RISE OF THE NEW DIGITAL 36 CAR SHOWROOM Saturn Visual introduces intelligent digital technology to create a truly connected buying experience for SEAT BIOMETRICS: THE OFFICE OF TOMORROW40 Biometrics within access control systems integrates seamlessly into the workplace with tablet kiosks for a smarter security solution 12 16 18 4024
  4. 4. FUJITSU Printers FUJITSU releases, the next generation printer The perfect kiosk printing solution featuring 300dpi and a printing width of 86mm. Print high resolution receipts and tickets even in credit card format. The 300dpi resolution ensures that even size reduced 2D barcodes can be scanned. A combined full and partial cutter is optional. Learn more about the 839 thermal printer: www.fujitsu.com/components or info@fceu.fujitsu.com
  5. 5. foreward KIOSK solutions 5 Looking to the future As we straddle the current and next year, it’s safe to say that the road ahead and behind us has shown that the industry is both strong and growing. In this issue we’re going to be looking at many of the ways kiosks are becoming an increasingly important part of everyday life. To think that you can travel by bus or train to an airport to go on holiday, purchase items in the shops at the airport and check-in at a hotel with a kiosk providing service at every step of the way is truly incredible. To celebrate the success of the industry, Kiosk Summit London 2017 will bring many of the major players together under one roof on 28th September. With an exhibition and a number of thought provoking seminars, the event is a must for your diary. Registrations for delegates open in late January at www.kiosksummit.co.uk James Abbott Editor – Kiosk Solutions ISSN 2398-2837 KIOSK solutionsbuild | integrate | deploy December/January 2017 Issue 5 Biometric Tablet Kiosks Video conferencing Evolving Deployments also in this issue: Travel tourism Fast food kiosks Cover image: Rosendahl Conceptkiosk Ltd KIOSK solutions E Space Business Centre, 181 Wisbech Road, Littleport, Cambridge, CB6 1RA Tel 01353 771460 www.kiosksolutionsmagazine.com Published by: LGN Media LTD Publisher Managing Director: Ian Titchener Creative Director: Andrew Beavis Editor: James Abbott Production Manager: Rachel Titchener Advertising Sales: Ian Titchener Financial Controller: Samantha White ISSN 2398-2845 The views expressed in the articles and technical papers are those of the authors and are not endorsed by the publishers. The author and publisher, and its officers and employees, do not accept any liability for any errors that may have occurred, or for any reliance on their contents. All trademarks and brandnames are respected within our publication. However, the publishers accept no responsibility for any inadvertent misuse that may occur. This publication is protected by copyright © 2016 and accordingly must not be reproduced in any medium. All rights reserved. Kiosk Solutions stories, news, know-how? Please submit to james@lgnmedia.co.uk including high resolution (300dpi+ CMYK) images.
  6. 6. news Beepsend and Qmatic partner to optimise the customer journey experience Beepsend and Qmatic have jointly launched a new, powerful communication management module for Orchestra 6, Qmatic’s market leading customer journey management platform. By integrating Beepsend’s award-winning SMS messaging services API with the built-in communication module in Orchestra 6, Qmatic is now able to provide a seamless and global SMS solution for partners and customers worldwide. Efficient communication throughout the journey significantly enhances the user experience. Across all targeted industries, including retail, banking, healthcare and the public sector, integrating SMS services results in shorter queue times and increased customer satisfaction. Visitors can book appointments in advance, check-in via an on-site kiosk, and receive communications and alerts via SMS. Qmatic Group leads the market in customer journey management technology solutions. The Orchestra platform and analytics provide the insights to better orchestrate customer interactions, offer timely promotions, and optimise staff and resource planning in more than 120 countries. Beepsend contributes their Tier 1 A2P, application to person, SMS messaging industry market expertise, global network connectivity, advanced routing and delivery capabilities. Recently voted as a top four messaging vendor worldwide by mobile network operators, Beepsend offers reliable and secure messaging services. The new global SMS Message Service can be integrated quickly, setting up your local SMS gateway powered by Beepsend in less than a minute to allow for instant real-time engagement with customers and employees, manage appointments and reminders and create alerts. n KIOSK solutions If you have any news please email James Abbott, james@lgnmedia.co.uk App support for BrightSign XD and XT digital signage media players BrightSign, LLC, has announced that the Appspace App for BrightSign devices now supports BrightSign Series 3 XD and XT digital signage media players. BrightSign’s new line of XD and XT players using BrightSign firmware version 6.2.63 have officially been tested and deemed Appspacecompatible. “We couldn’t be more excited that Appspace is now available for BrightSign’s enthusiastic customer base. BrightSign’s stellar performance and reliability makes them the only choice for so many digital signage solutions,” said Brandon Miles, Appspace’s CEO. “Appspace is a formidable presence in the content management space, and the integration of our offerings speaks volumes about BrightSign’s commitment to integrate seamlessly with leading digital signage CMS platforms,” said Jeff Hastings, BrightSign’s CEO. “Appspace and BrightSign represent a best-of-breed solution for enterprise-level applications.” The Appspace platform – used by customers around the world including seven of the top 10 Fortune 500 companies – is used in a wide range of use applications including workforce communications, guest communications and retail signage. Appspace provides a robust toolset for managing digital signage content. n Calvin Klein offers charging kiosks to customers Visitors to select Calvin Klein stores will get to enjoy a complimentary phone charge during their shopping experience with Veloxity charging kiosks. Calvin Klein is expanding their in-store experience by deploying charging kiosks to over nine different retail locations Calvin Klein’s Director of Marketing, Roland Figueredo who was in charge of the project says. “In the fast paced retail environment, we are trying to meet all of our customers’ needs. From the products we sell, to the shopping experience, we want the customer to feel special.” He goes on to add: “We are also trying to bring a bit of modern technology and convenience into our stores and these charging kiosks gives us that opportunity. We are able to give the customer a place to charge their phones, see some branded content and continue to shop – a win/win for the stores and the customer. Working with Veloxity has been a pleasure from day one. They were able to turn this around in a short time frame and have provided excellent customer service. n 6 KIOSK solutions6 KIOSK solutions
  7. 7. From the world’s busiest hotels to the world’s largest casinos, our kiosk solutions keep people moving and businesses booming. Star Micronics is the kiosk printing industry specialist with over three decades of knowledge and expertise and has, as a result, created the world’s largest range of encased and open frame modular kiosk printing solutions, including two specialist solutions – the TUP500 DP chassis option, which reduces the size of the TUP500 by 25%, and the user installable flashing paper exit guide on the TSP700II. With unmatched versatility, specialist options designed specifically for the kiosk market and countless software and accessory packages, it’s no wonder we’re leading the world. Our latest projects have involved innovative A4 replacement checkout printers in Europe’s busiest hotel chains, charity and self-checkout kiosks in Sweden and Germany, loyalty and coupon kiosks in Switzerland as well as a new free of charge digital receipting solution available on our encased printers TSP700II and TSP800II. So if you’re looking for the most reliable, cost-efficient and versatile kiosk printing solution on the planet, Star is just the ticket. For more information, call our sales team on +44 (0)1494 471111 or e-mail Sales@Star-EMEA.com Kiosk Printing Solutions that keep the world in motion… www.Star-EMEA.com From the world’s busiest hotels to the world’s largest casinos, our kiosk solutions keep people moving and businesses booming. Star Micronics is the kiosk printing industry specialist with over three decades of knowledge and expertise and has, as a result, created the world’s largest range of encased and open frame modular kiosk printing solutions, including two specialist solutions – the TUP500 DP chassis option, which reduces the size of the TUP500 by 25%, and the user installable flashing paper exit guide on the TSP700II. With unmatched versatility, specialist options designed specifically for the kiosk market and countless software and accessory packages, it’s no wonder we’re leading the world. Our latest projects have involved innovative A4 replacement checkout printers in Europe’s busiest hotel chains, charity and self-checkout kiosks in Sweden and Germany, loyalty and coupon kiosks in Switzerland as well as a new free of charge digital receipting solution available on our encased printers TSP700II and TSP800II. So if you’re looking for the most reliable, cost-efficient and versatile kiosk printing solution on the planet, Star is just the ticket. For more information, call our sales team on +44 (0)1494 471111 or e-mail Sales@Star-EMEA.com Kiosk Printing Solutions that keep the world in motion… www.Star-EMEA.com
  8. 8. news Star partners with iZettle to provide London’s licensed taxi drivers with TfL approved Card Payment Bundle Star Micronics has announced that its SM-L200 mobile printer has been selected by iZettle to provide London’s licensed taxi drivers with a TfL approved card payment bundle, offering a range of key features and benefits. Following the requirement for taxi drivers to accept card and contactless payments, as well as provide receipts for those payments upon request, iZettle has partnered with Star to provide the following bundle: • iZettle Card Reader Pro Contactless • Star SM-L200 Bluetooth receipt printer • Card reader mount for passenger compartment • Receipt printer mount for driver compartment With iZettle Card Reader Pro Contactless, taxi drivers can accept all major credit cards (including American Express) as well as contactless payments through Apple Pay, Google Wallet and others. For receipting, the super compact lightweight SM- L200 Bluetooth printer from Star offers a high print speed, LCD display and 1.2m drop resistance. Beyond a low power usage, the advantages of BLE technology with this printer include simple installation given its auto pairing facility with multiple Bluetooth 4.0 iOS devices. n DisplayLite launches 180 interactive touch table DisplayLite has announced the new Displaylite 180 46in interactive touch table that will enable any user to fully exploit the benefits of being able to cre- ate, present, share, and collaborate with digital media on the durable all glass surface of the table. The design of the 180 complements any room as a piece of multi-functional furniture. Utilising a commercial grade Samsung 46in, Full HD panel, the 180 offers a/v designers and installers a new level of flexibility, including features such as a ready-to-assemble (RTA) de- sign, detachable/interchangeable table legs, discreet cable routing and remov- able storage tray for housing a mini-PC, Mini Mac or Android player. The Displaylite 180 use PCAP multi touch technology delivering a fast response time alongside a premium in- teractive experience. The smooth glass flush surface is sealed against dust and moisture. ‘Plug and Play’ is supported for a wide range of Operating Systems, which means no drivers are required making the 180 easy to install and use. The 180 is supplied without a PC as standard, but the company also offers a fully integrated solution which includes the latest Intel NUC i7 Skull Canyon mini-PC and Touchtech Lima interactive multi touch software, providing an ‘out of the box’ touch experience. n 8 KIOSK solutions8 KIOSK solutions
  9. 9. news SkyBus Melbourne rolls out new self-service ticketing with NCR SkyBus, operators of Melbourne’s express CBD to airport transport service, has rolled out self-service ticketing on its Melbourne routes with NCR Corporation. The roll out has enabled SkyBus to offer omni-channel and round-the-clock ticketing to its 3.5 million annual customers travelling on any of its three Melbourne Airport routes: CBD Express, St Kilda Express and the Frankston service. Since installing the NCR Self-Serve 90 kiosk, this ‘at stop’ purchasing option has proved successful. SkyBus has seen significant uptake, with more than 70,000 tickets purchased in the first six months. “It was a crucial part of our expansion plans to be able to offer an omni- channel ticketing solution, enabling customers easy and simple access to tickets whilst offering a consistent and streamlined service,” commented Michael Sewards, Co- CEO, at SkyBus. “It was vitally important that we chose a solution that was proven in the travel sector and robust with exceptional reliability. We found this in NCR. The NCR Self-Serve 90 offered exactly what we were looking for, from streamlined, sleek units with all-in-one capability to industry-leading technology. We’re delighted with how the project has gone so far,” Sewards added. SkyBus is steadily expanding in Melbourne, with new services to St Kilda and Frankston launched in the past five months. Its express CBD to Melbourne Airport service operates 24/7, with departures leaving Southern Cross Station every 5 minutes during peak periods. Dennis Davidson, general manager at NCR Travel and Entertainment commented: “Travel providers are looking for more ways to modernise their customer experience by transforming physical and digital channels. Our self- service ticketing solutions seamlessly integrate physical and digital channels, giving SkyBus more ways to interact and deliver a better experience to their fast growing customer base.” n imageHOLDERS has announced a new modular tablet Compact Kiosk The Compact Kiosk is a modular unit comprising of two key elements. The first element is the tablet enclosure which can securely enclose any sized tablet on a counter mounted arm with cable management. The second is the under counter unit which securely encloses a range of different devices from printers to chip and pin readers. The tablet Compact Kiosk can securely enclose OEM devices such as: • Printers (A4, receipt, ticket) • Credit card swipe reader • NFC RFID for contactless cards • ID reader • Chip and PIN • OCR reader • Secure card reader authenticator (SCRA) • Magnetic ink character recognition (MICR) The tablet Compact Kiosk can be mounted on a leaning rail, podium table, or securely mounted to a wall. imageHOLDERS created the furniture to be ergonomic, designed to be the ideal height for users to interact with. Adrian Thompson, CEO, imageHOLDERS said: “The tablet Compact Kiosk was originally designed for gaming software company BGT, who we’ve been working with for the past year on this concept. We believe that device integration is the future for POS technology, and that to future proof our clients needs, we needed to invest our time in creating a modular kiosk. We’re really excited to work with clients, both current and new, to integrate the tablet Compact Kiosks into their businesses.” The tablet Compact Kiosk is the ideal solution for POS self-service stations. The under the counter unit can hold cash acceptors, chip and pin terminals and receipt printers, whilst the tablet enclosure can securely enclose scanners and contactless card readers alongside the tablet or the touchscreen. n KIOSK solutions 9
  10. 10. news KIOSK solutions If you have any news please email James Abbott, james@lgnmedia.co.uk Seymourpowell push the boundaries with an interactive smart mirror for Superdry Seymourpowell has revealed details of a new, interactive ‘mirror’ they have created for Superdry’s latest flagship store that pushes the boundaries of customer experience. The 'smart mirror’ uses innovative technology to allow customers to browse through Superdry’s latest collection of winter apparel and interact with garments by trying them on ‘digitally' before purchasing. Seymourpowell collaborated closely with British lifestyle brand Superdry’s global merchandising and store design teams on the concept, which forms a focal point of their newly opened flagship store in Berlin. As customers browse, additional information such as colour variants and design details for each garment is displayed, a new way of introducing the products to customers. Signage and messaging encourages customers to share their experiences of the Smart Mirror on social media platforms and data on which products customers ‘favourite’ and chose to try on is collected to help Superdry develop and tailor future collections. When not in use, the Smart Mirror becomes a dynamic part of the store design and merchandising scheme that showcases the new collection. The completed installation is a self-contained, maintenance free unit. The massive 82in multi-touch screen will allow future developments of the concept to capture user’s data and the software can be updated remotely by Seymourpowell. n Innovative solution enables the UK’s first cashless restaurant pointOne EPoS, an award-winning leading provider of EPoS technology has launched a customer self-service kiosk that will speed up service, reduce costs and maximise revenues during busy periods. Working on an Android platform and using 10in tablets mounted in BouncePad holders, the kiosk solution offers a slick, innovative and cutting edge hospitality solution aimed at quick service restaurants. pointOne developed the technology in conjunction with Tossed – The Healthy Eating Place – a chain of 26 restaurants based around London. With plans to roll out the kiosk technology to all its outlets, Tossed’s objective was to remove paper from its shops, streamline its front-of- house operations and ultimately deliver a better guest experience. pointOne EPoS Managing Director Steven Rolfe, said; “We have a passion for offering innovative hospitality solutions and believe that our new kiosk will be a game changer within the QSR sector. We are delighted to have partnered with Tossed for the development of this product. Using the kiosk interface customers of QSR outlets can glide through and browse picture-based menu content and nutritional data, create an order and check-out with integrated card payments in just a few button presses. We believe this offering supports our ethos of delivering truly groundbreaking and class-leading hospitality IT solutions, and we are very excited.” Vincent McKevitt, Founder of Tossed said: “Most operators face speed and capacity issues at lunchtime, but ours are intensified because we make our food fresh to order and most guests like to customise their food to suit their health and taste requirements. This unique POS solution allows our team to focus their energy on our speed of production. Guest feedback from the trials has been very positive: people like to be able to browse in their own time and customise what they eat, completing a great experience with tasty, bespoke, healthy food, served quickly.” The next development phase of the pointOne Kiosk will also include collection point screen integration for displaying the order name and number. Future enhancements will include interval ordering integration for theatres venues, and seat/ table assignment for casual dining restaurants, which will widen the appeal of the product beyond the QSR sector. Features include: • Customisable customer interface • Integrated, standalone contactless chip pin • Ability to filter menu options by food types (i.e. allergy content) • Display nutritional data clearly to the customer and enable them in to build up a nutritional picture of their order/basket in real-time • Customer login option to retrieve order history • Print order point and customer order details for collection • Option to email receipt to customer • Upsell opportunities throughout order process and checkout • Discount code functionality n 10 KIOSK solutions10 KIOSK solutions
  11. 11. news Kiosk Summit London 2017 registrations opening soon Kiosk Summit London 2017 will be opening its doors at the iconic Business Design Centre in central London on 28th of September. Kiosk Summit is Europe’s only dedicated event for the kiosk industry, and this is the first time the show will be visiting the capital. Delegates can look forward to a roster of seminars delivered by some of the industry’s leading experts, covering a wide range of subjects. Plus there will be an exhibition with many of the industry’s leading vendors Visitors will be able to select the seminars of interest to them, and move seamlessly between the exhibition and the seminars. Not only is this a great opportunity to network with other professionals, you’ll also be able to learn more about where this exciting industry is heading in the future. Complimentary refreshments will be available all day, and a delegates can also look forward to a free hot buffet lunch. Registration for the show opens in January 2017, and will coincide with the launch of a brand new website. For more information about the Kiosk Summit series of shows visit www.kiosksummit.co.uk, email ian@lgnmedia.co.uk or call 01353 711464. n 3M Touch Systems UK Ltd Dave Williams T: +44 1344 858467 E: touchsales-uk@mmm.com www.3M.co.uk/touch Multi-user Multi-touch the future is here now KIOSK solutions 11
  12. 12. Eliminate card skimming losses with a solution that disrupts the operation of the ATM when any attempt to record data with a skimming device is made By NCR, www.ncr.com NCR skimming protection solution case study 12 KIOSK solutions
  13. 13. Between 2012 and 2014 our client was experiencing one or two ATM card skimming attacks a month. The losses were consistent with the industry average of $40,000 – $50,000 per skimming incident. Not to mention the corresponding negative impact to the bank’s brand and customer service levels. ATM Skimming continues to become more sophisticated with the entry of organised crime, and skimming devices are getting smaller and undetectable. With the help of mobile phone technology, criminals are creating ATM PIN capture devices that can also send the image to a remote PC. The customer chose NCR Skimming Protection Solution to address their continuing situation with ATM skimming attacks. NCR Skimming Protection Solution is designed specifically for NCR ATMs and provides comprehensive protections through functionality to detect and jam most forms of bezel and insert skimmers. It provides additional anti-tampering sensors to protect the device from being disabled with sabotage, and also provides physical protection components to prevent other attacks. Detection and disruption Detection is focused on the card data path, which minimises the potential for false alerts, and integration with the ATM triggers physical barriers to prevent cards from being inserted into the ATM. Customers can have the option to take the ATM out of service until the detected object is removed. Multiple sensors create a constantly changing random stream of noise to disrupt and jam any devices that may attempt to take a clean read of cardholder data. The solution The customer was particularly impressed with the way the NCR solution deployed Jamming technology. The customer viewed this as a key differentiator for the solution, which means when a criminal takes their skimmer or recording device away, they cannot decipher the cardholder’s data. Unlike third party solutions, SPS has built in diagnostics and state of health so that the deployers can monitor the device and pinpoint whether it’s functional or not; if it’s not – action can be taken. SPS uses industry standard expandable bus architecture new sensors and alarm devices can be added in the future to protect from new types of attack without having to replace the SPS module, providing a fast response to new threats. SPS uses Field Programmable Gateway Array (FPGA) architecture, so hardware can be repurposed via downloadable software upgrades. Different software implementation scenarios are possible, depending on the target network environment. SPS will send status messages to XFS via the SUI Service Provider, and through SNMP. NCR Skimming Protection Solution can also operate in a standalone mode as well. The benefits The benefits of NCR Skimming Protection Solution were immediately apparent. Upon deployment the bank saw the complete elimination of card skimming attacks in the ATM channel, and all 4,600 of the bank’s ATMs are now under the protection of NCR Skimming Protection Solution. The deployment in this project was completed ahead of schedule. n ATM skimming trends effects Trends related to ATM skimming attacks: ■ The crime constantly evolves ■ The criminals become ever more organised ■ The crime gets ever more sophisticated ■ Criminals migrate to the weakest link ■ Skimming devices get smaller and harder to defeat Constant and global increase in card fraud results in: ■ Consumers trust in the financial institution is damaged ■ Recognition that reputation and integrity of brand and customer loyalty is priceless ■ Hard cash losses associated with crime case study KIOSK solutions 13
  14. 14. Established in 1986 by Nick Wheeler, Charles Tyrwhitt is a British menswear brand and multichannel retailer with a diverse range of formal and casual clothing. They have further diversified into women’s clothing, centred on the same foundations as their menswear – flawless design, quality and fit, at remarkable value. They are continuing to grow their UK store estate, which currently sits at 26 outlets. With ambitious future growth plans in the US, Charles Tyrwhitt’s existing POS systems were unable to support their expansion strategy. Having already invested in new software based on the Microsoft Dynamics AX platform, implemented by strategic ERP partner K3 Retail, Charles Tyrwhitt needed a replacement that would fully support this new software investment and enhance their performance. In addition, the hardware needed to match the contemporary aesthetic of their stores and the design of their cash and wrap areas. The solution Following a collaborative workshop at Box Technologies’ In-Store Technology Centre, which enabled Charles Tyrwhitt to see and evaluate a number of systems, it was decided that a bespoke, sleek Cielo PX-515 All-in-One POS system would fully meet their requirements. Taking advantage of the Cielo PX-515’s customisable design, Charles Tyrwhitt requested a modification to the unit to enhance their point of service by removing the barrier between staff and customers. This was achieved with a customised base providing a highly adjustable screen angle and partial integration into the desks. The complete solution was delivered through DataTherapy – a custom software developer. The Result The PX-515 systems proved to be a powerful and effective replacement for Charles Tyrwhitt, specifically tailored to fit their unique in-store aesthetic. The success of the solution ensured it was adopted across its entire global store estate, with a roll-out schedule of only 8-12 weeks. With Charles Tyrwhitt’s focus on delivering increasingly interactive, convenient and personalised in-store experiences, Box Technologies has helped them to achieve another step towards this goal. n With a software investment already in place British heritage menswear brand Charles Trywhitt turned to Box Technologies for a solution By Box Technologies, www.boxtechnologies.com Specially tailored case study 14 KIOSK solutions
  15. 15. Acante are one of the elite few companies in the UK who control the manufacture and construction of their kiosks. @AcanteUK www.facebook.com/acantesolutionslimited enquiries@acante.co.uk To find out more visit www.acante.co.uk or call 0118 988 5522
  16. 16. history of kiosks 16 KIOSK solutions
  17. 17. Letting the customer do things for themselves helps with efficiency, and gives them control to get things done on their own terms. Whether the self-service provides directions, information, check-in services, registration, or a purchase transaction, people just tend to prefer self-service options. We know that self-service kiosks exist, but where did the idea of self-service even come from? Self-service was first introduced in the 1880’s with the invention of the vending machine. At this point it was a small stand or contraption that offered small products like postcards, chewing gum and stamps. A customer could take a product after placing money into the kiosk, and this was the first time a customer was able to purchase a product without the help of a vendor. The first catalogues were invented around this time as well. This gave customers the time to look over products and figure out their options to make a calculated purchasing decision. In 1947, petrol pumps in the United States became self-service for the first time, which obviously allowed people to pump their own fuel. This decreased the time it took to refuel their car and saved customers money. New Jersey and Oregon are the only two states in the country that don’t have self-service petrol stations. The 1960s sparked the call centre, and that later birthed the idea of IVR. The first ATM was open for business on 2nd September 1969. (IVR) Interactive voice response was developed in the mid 70s as the first automated support. And in 1992, Price Chopper released the first self-checkout kiosk, which, as we know from the past have been a little frustrating. However, they’ve improved monumentally since the 90’s, as most technology has. In the mid to late 90’s, online shopping started through Amazon and Ebay. This was what essentially sparked the revolution of Internet shopping with as much as 70% of Americans now shopping regularly online. As the need for self-service increases, the need for more innovative technology does too. The first interactive kiosk, as we know them today, was developed in 1977 by Murray Lappe. He was a pre-med student at the University of Illinois at Urbana- Champaign and called it The Plato Hotline; it was used for informational purposes at the university. The first public kiosk initiative was developed in 2007, which provided public access to a new form of self-service technology. Self-service is a forever- expanding concept that can create solutions that save time, cost, and energy for the consumer, employee, and employer. Most importantly, it serves the people by letting the people serve themselves. n Self-service kiosks and self-service in general started with hopes for better time cost-efficiency By Advanced Kiosks, www.advancedkiosks.com A brief history of self-service history of kiosks KIOSK solutions 17
  18. 18. While people love to get away from the daily pressures of their jobs, school and everyday life, travel itself can be stressful; even after accounting for transportation, lodging and planning on how to enjoy all the great attractions of an exotic destination. To alleviate stress on travellers and help them to make the most out of limited free time, hotels across the globe are turning to digital self-service hotel kiosks to provide convenient and efficient customer service; helping brands everywhere to promote unforgettable guest experiences to keep customers returning. Knowledgeable efficient service U.S. residents logged 1.7 billion trips for leisure in 2015, and one study reported that 74% of travellers surveyed identified ‘figuring out details in an unfamiliar place’ as the most stressful part of their holiday. Automated customer service stations, such as hotel kiosks, can simplify Automated customer service stations can simplify processes for customers while freeing up hotel staff to refocus their efforts By Olea Kiosks Inc, www.olea.com Hotel kiosks make good holidays great travel tourism kiosks 18 KIOSK solutions
  19. 19. ROSENDAHL CONCEPTKIOSK is your first choice for indoor and outdoor kiosk and digital signage projects. With over a decade of design, development and production experience, we can offer bespoke digital solutions to meet your exact project requirements. Rosendahl Conceptkiosk Ltd SBC House, Restmor Way, Wallington, Surrey SM6 7AH Phone: +44 (0)208 241 6906 Email: aw@conceptkiosk.com www.rosendahl.co.uk
  20. 20. processes for customers while freeing up hotel staff to refocus their efforts to where they’re needed most. In addition, as hotels intend to give guests a positive first impression upon arrival, virtual concierge kiosks decrease wait times and allow guests to immediately check in and retrieve room keys. One study showed that roughly half of customers were more likely to turn around without using a service if lines were too long, and that customers who were satisfied with self-service transactions were 33% more likely to return for other products or services. Moreover, accessing a kiosk’s vivid and interactive touchscreen interface allows leisure travellers to explore a hotel’s amenities, and through digital signage it can help ensure new or underused hotel luxuries don’t go unnoticed. For sprawling hotels or resorts, kiosks can be configured with pinpoint wayfinder programs to help guests easily navigate the facility or explore nearby businesses. To further serve guests, self- service stations can provide information and directions to local venues and help them search for, purchase or print tickets. While hotel kiosks are great for providing easy and efficient customer service, they’re also loved by hotel operators for their positive impact on the bottom line. By serving customers promptly and accurately, hotels and resorts can reduce customer service instances by nearly 50%, which allows hotels to operate with a more streamlined staff while still providing first-rate service. Upselling Ad Revenue Leisure travel grew 3.6% and accounted for 79% of all domestic U.S. travel in 2015. According to one study, 63% of travellers are price sensitive when making hotel decisions. Hotel kiosks can increase revenue by upselling travel packages that organise details like transportation and admission for activities such as day-trip destinations and adventures. Innovative self-service companies also build for the 56% of leisure travellers who rely mostly on smartphones and tablets when planning itineraries. Hotel kiosks can be customised to integrate with mobile 20 KIOSK solutions travel tourism kiosks
  21. 21. Virtual concierge kiosks decrease wait times and allow guests to immediately check in and retrieve room keys applications that give customers information about guided tours, nearby coffee shops, wine bars or family- friendly restaurants. Hotels can also generate advertising revenue from local businesses through digital signage. Digital ads encourage on the spot purchase decisions by customers, and studies show that approximately 20% of customers purchase items advertised through digital signage. Because digital kiosks can come fully equipped with print technology, local businesses can be upsold by offering printable coupons for their services or products, which helps encourage walk-ins to their businesses. In addition, if popular attractions are closed unexpectedly, hotel kiosks can help offer alternative suggestions through digital signage or mobile alerts. This can push revenue generating usage of on-site hotel amenities, such as spa packages, massages or manicures. The hotel, in turn, can receive higher performance on revenue per available room, a key metric that hotels use to gauge their success. n FOR THE KEEPERS OF THE MOMENT. Reliable Photoprinting Solutions. Otto-Hirsch-Brücken 17 • 70329 Stuttgart • Germany • www.citizen.photo Citizen CX2 Compact – The better solution for photo kiosks! No hassle! Ultra-compact CX2 saves valuable sales space. No queuing! CX2 prints out in seconds. No moaning! CX2’s print quality is beyond all doubt. No waste of materials! Easy operating reduces the waste of paper and ribbons. KIOSK solutions 21 travel tourism kiosks
  22. 22. Improve security with kiosks retail security 22 KIOSK solutions
  23. 23. Are you looking for ways to improve security in retail? Kiosks may be the solution you need and not only can they help to improve security, they provide a whole range of advantages for retailers and customers alike. Here are four ways you can use kiosks to improve security in the retail environment: 1. Prevent counterfeit money Counterfeit money can be a problem for retail businesses. Around 430,000 counterfeit Bank of England banknotes were removed from circulation during 2014 alone. The staff operating your tills should hopefully be able to identify obvious forgeries, but counterfeit money can sometimes be difficult to identify so use self-service kiosks to fight back. Every banknote and coin used during transactions will be scanned for authentication. 2. Perform inventory checks One of the best things about using self- service point of sale systems is being able to quickly and easily check on inventory. If you purchased 50 chocolate bars and the machine shows that 20 have been sold, you should obviously have 30 left. Since stock information is so readily available, it makes sense to perform regular checks. From this you’ll be able to see which items are stolen most frequently, meaning safeguards can be put in place. Staff members will also be less likely to try stealing stock if they know regular checks are taking place. 3. Integrate with video security Self-service kiosks make it more difficult for employees to steal from you since they provide an accurate readout of all money taken during a given period. You’ll be able to compare that amount with the money in the machine at the end of the day to check for any signs of foul play. Of course, some staff members may still try to pocket some of the money and try to pass the blame. To combat this, aim a security camera at the kiosk to see exactly who has been interacting with the machine at any given time. 4. Check for supplier theft Business owners often forget about the risk of supplier theft. Research indicates that 27% of retail theft is down to suppliers, contractors and admin errors. This can occur when a supplier delivers fewer products than you ordered, but tells you they’ve provided the full order. You might then assume the missing items were stolen by a member of the public, or a staff member. Self-service kiosks can help improve security in retail by tracking items from when they’re delivered to when they leave the store. If any items are missing, you’ll be able to track them and see if they lead back to the same supplier each time. If you want to improve security in retail, kiosks may be the perfect way to do it. Automating certain systems reduces the possibility of human error, which may in turn help to reduce theft. n Self-service kiosks can make a retail environment run more smoothly with the added bonus of helping to combat theft By Acante, www.acante.co.uk Around 430,000 counterfeit Bank of England banknotes were removed from circulation during 2014 alone retail security KIOSK solutions 23
  24. 24. City of York Council’s (CYC) first project with Cammax was a deployment of 11 ITSO Smart Outdoor Card Dispensing Kiosks for all six park and ride sites throughout York. It was essential that these kiosks were successful for York as their park and ride is one of the most successful systems in the country. Cammax worked closely with York Council to design a bespoke application with a unique interface, which was aimed at making the user experience as simple and efficient to use as possible. Due to the high volume of park and ride passengers, compared to normal city centre bus stops, it was essential that the interface enabled customers to purchase the correct ticket in the shortest time possible. In order to achieve this, a highly graphical interface was deployed with simple instructions and ticket choices. While developing the application, Cammax worked openly with York Council in order to develop the ticketing application so future configurations, and changes, can be managed by the client. Measuring success Once these kiosks had been deployed for a period and deemed a success, CYC then placed an order for an additional five kiosks to be located in prime city centre locations. All of these kiosks are able to dispense and sell All York tickets including day, weekly, monthly and annual tickets, as well as all the required park and ride tickets. In addition to the kiosks, CYC also procured the Smart Retail Point (SRP) which Cammax initially developed for SYPTE. The SRP is a desktop POS management application allowing the PTE or Third Party agent to sell and/ or manage cards via an existing PC or standalone EPOS unit. CYC conducted their own end to end testing with First Bus Operator and their ETMs (electronic ticket machines) at the Cammax Head Office in order to test that product creation/modification. We also assisted with additional testing once the kiosks were on site by mapping the customer journey from purchasing a product from our ITSO retail device, using the products on a bus and ensuring the travel was being recorded correctly. By doing this Cammax and our customers were able to provide full end to end testing. Smartcard kiosks are now positioned at key bus stops in the city centre and at Park Ride sites. Passengers can use the kiosks to pay for their journeys or check what credit is already on their card. ‘Park Ride’, First York, Transdev, Cityzap and Coastliner tickets will be available for purchase alongside ‘All York’ tickets, which are valid on all operators’ buses within the City of York area. Cammax worked with the City of York Council to provide a kiosk and smartcard system to make bus travel in the city even more attractive By Cammax, www.cammaxlimited.co.uk York Smartcard Project case study 24 KIOSK solutions
  25. 25. Building on success Following the successful deployment of the kiosks, the York by Bus smartcard scheme was officially introduced on 8th November 2016 amidst much excitement. Councillor Ian Gillies, Executive Member for Transport and Planning for CYC, commented: “The introduction of the York by bus smartcard will allow passengers to simply tap and go when they board the bus. We hope that this will make bus travel even more attractive and further boost bus passenger numbers.” Managing Director of First Bus York, Marc Bichemann, was also quick to herald the success of the TVM’s and the smartcards: “I think it will make bus travel a lot easier. People can be a lot more flexible with their tickets and it will make boarding quicker. Rather than having to pay cash for the bus and fumbling for the right coins it makes it a lot easier for our drivers and for the customers. Just tap your card and away you go.” Cammax is also currently working with York to add the new ‘First’ tickets and TransDev products into the list of available tickets dispensed by the TVM. As with all our TVM customers, we continue to work closely with the council and we’re constantly developing and upgrading the application. This enables us to provide a constantly improving and adapting application, which continues to meet all their smart ticketing needs. n Taking the project forward Cammax is also currently working with York to add the new ‘First’ tickets and TransDev products into the list of available tickets dispensed by the TVM. As with all our TVM customers, we continue to work closely with the council and we’re constantly developing and upgrading the application. This enables us to provide a constantly improving application, which continues to meet all their smart ticketing requirements. case study KIOSK solutions 25
  26. 26. Among all corporate departments, arguably none have experienced the modern expansion and increased complexity of duties, such as those faced by the good folks down in human resources. While most employees can guess a few of their roles or recall them from experience, the array of modern HR responsibilities is much broader than payroll, insurance and sounding board for staff grievances. HR also handles the functions below and many more: • Employee profiles, including competencies, certifications and licenses • Ensuring compensation is competitive within the industry, and that employees are paid fairly and equally • Healthcare benefits and ensuring the company has the right plan in place, which was made meaningfully more difficult after the implementation of the Affordable Care Act in the US • Overseeing career development, such as action plans and training • Job satisfaction surveys Despite the number of critical job roles, HR departments are not immune to the same pressures that restrict resources across the company. In Kiosks have a positive role in the workplace taking care of and streamlining selected human resources functions By Olea Kiosks Inc, www.olea.com Kiosks get a great performance review human resources kiosks 26 KIOSK solutions
  27. 27. fact, in many boardrooms, fortifying a strained HR team may take second place to ensuring the right number of product producing crew are on board, or that sales and marketing have enough bandwidth to keep the numbers moving in the right direction. As is true in so many other industries where there is a motive to do more and even do it better without adding staff, kiosks can provide key support. Three ways self-service can help: • Cut costs – dramatically • In 2008, Cedar Crestone (now Sierra- Cedar) published ‘The Value of HR Technologies: Metrics and Stories Report.’ In it, the research firm evaluated the costs of certain HR transactions when performed by an HR professional and when perform by a kiosk • The chart (right) shows the dramatic savings that can be realised by moving certain HR functions to employee facing self-service technology in the workplace Looked at another way, it’s almost four times more expensive for a human to process an address change than it is for a kiosk, and more than six times more expensive to enrol in a benefits programme. Enrol in benefits Change home address Enrol in training Apply for a job $30.06 $1.58 $9.58 $11.56 $4.59 $0.36 $2.31 $6.09 85% $ 76% 78% 47% Applications/ business process Manual cost ($) Self-service kiosks cost ($) % Savings human resources kiosks KIOSK solutions 27
  28. 28. As employee costs tend to increase over time and technology costs tend to decrease, it’s likely the disparity has become even greater in the favour of kiosks since the publication of the report. In addition to saving personnel hours, there's one other hard cost that can be dramatically decreased with the implementation of kiosks: printing. Even today, for example, many companies greet new employees by handing them dozens of pages of paperwork. Some items, such as the employee handbook, can be read and stored online, with employees e-signing verification they have read it. When applying for benefits, the new hire can interact with only the package that relates to him or her, and choose whether to print the ultimate documentation or have it emailed to a personal address for safekeeping. “Going paperless continues to be a focus at most companies, and HR kiosks allow companies with a large population of employees who do not have daily access to a computer at work to eliminate printing and distributing pay stubs. This presents huge savings to the company,” said Rusty Martin, HR product manager at DynaTouch in San Antonio, Texas. Even small companies can quickly realise savings in the thousands by turning to this type of print-on-demand in HR. Take HR to the humans Not only does the implementation of HR kiosks bring benefits to the deployer, they also bring convenience, speed and confidence to employees and job applicants alike. Many large companies, for example, have manufacturing facilities located at great distances from company headquarters. Unless each facility has an on-site HR person, employees must conduct transactions via email – if they have daytime access to it – or by phone. HR kiosks located in break rooms, lobbies or other common areas can be quickly and easily accessed by employees before and after their shift, or while taking their lunch break. “With the ongoing adoption of mobile and self-service technologies in our daily lives, employees in these environments are more comfortable with performing these routine HR activities via kiosks, and quite frankly, being able to do so is becoming an expectation,” Martin said. In addition, the kiosk can let the employee know that the requested changes have been properly entered and accepted. What’s more, because the middle person has been cut from the transaction, the execution of the changes can occur immediately or at least within several hours, rather than several days. Make recruiting a cinch For companies processing thousands of applications a year, kiosks programmed to take job applications can greatly reduce the time and other costs associated with processing them. Grocery and retail chains, large industrial firms and big QSR brands place the kiosks either in each or many of their locations, and may even consider placing them off-site, such as on a busy college campus. Applications can be filtered by all legal differentiators, with only potentially suitable candidates making it to HR for further consideration. n human resources kiosks 28 KIOSK solutions
  29. 29. An evolving workforce fast food kiosks 30 KIOSK solutions
  30. 30. President-elect Donald Trump’s nomination of Andrew Pudzer as Secretary of Labour has helped push the ‘kiosk as restaurant job killer’ theme into the nation’s consciousness. Pudzer, CEO of CKE Restaurants, is an advocate of automation. The high-profile Pudzer nomination directs attention to automation as restaurant chains continue to introduce self-service kiosks to improve customer service. It comes on the heels of the ‘Fight for $15’ wage campaign, which is placing unprecedented pressure on restaurants, particularly those with limited-service concepts. Late last month, Ed Rensi, a former president and CEO of McDonald’s USA, penned a column in Forbes reminding readers that businesses in 2013 warned that the labour union led ‘Fight for $15’ would force companies to replace full-serve employees with self-service alternatives. Rensi’s main point was that businesses can’t absorb the higher wages that labour unions are advocating. But for people less familiar with the restaurant industry, the controversy over the $15 wage has muddled the full story about why restaurant chains are introducing self-service kiosks, and what impact kiosks really have on labour. Shortly after stories broke claiming McDonald’s was planning to roll-out self-service kiosks in all of its 14,000 U.S. stores, The Gateway Pundit, a political website, carried the following headline: ‘Congrats Minimum Wage Protesters! McDonald’s Unveils Job-Replacing Self- Service Kiosks Nationwide.’ Both the restaurant industry and the kiosk industry now find themselves forced to defend their actions, which in reality are not killing jobs. In May, Kioskmarketplace reported that many restaurant chains were deploying kiosks before the $15-minimum wage push had gained steam. As far back as 2011 The Digital Screenmedia Association reported that 21% of all QSRs were planning to introduce self-ordering kiosks. Also, in 2011, McDonald’s installed 840 kiosks across Europe with the goal of improving customer service. Robotics researchers, restaurant executives, industrial engineers, consultants and economists have all said automation in the restaurant and fast food sectors is not as simple as installing automatic tellers in banks or employing robots to assemble cars, according to Reuters. Several chains are using kiosks and other technology that allow orders to be placed more rapidly and efficiently. Such efficiencies are serving to reallocate labour from the front to the back of the restaurant and in some cases, create new jobs. Labour moves back of house During McDonald’s shareholders meeting in May, company CEO Steve Eas- terbrook was asked if he expected to see kiosks taking the place of workers. Easterbrook said, “It may change the nature of the jobs in the restaurant, because frankly technology is something that our customers are embracing,” Adding. “We can just reapportion that labour into more service orientated roles that we think the customer will benefit both ways.” Kiosks in the fast food industry are not only increasing revenues, but in some cases they’re actually creating jobs By Craig Allen Keefner, Manager CTS Healthcare Retail, www.kioskcts.com fast food kiosks KIOSK solutions 31
  31. 31. According to Panera Bread’s 2015 second quarter earnings report, digital utilisation efforts reduced order input labour but increased labour hours. Panera’s new business model, introduced in 2014, includes fast lane kiosks for dining in and ordering to go. Under this model, called Panera 2.0, the company actually added labour hours to meet the demand driven by multiple points of digital access, and to ensure the ability to serve with greater accuracy in an environment where about 70% of orders are customised. “This extra labour is necessary to drive a better guest experience consistent with operating clarity,” the earnings report said. CEO Ron Shaich indicated as early as October 2014 that same-store sales from 2.0 stores outpaced traditional cafes, according to FastCasual.com. With 5% of all company sales placed through web, mobile or kiosk, Shaich said he was encouraged by the potential for the 2.0 model. Saladworks, a fresh salad franchise chain that’s also revamping its stores, doesn’t expect labour hours to decline when installs self-serve kiosks. Said Pat Sugrue, president and CEO. “We didn’t do this for labour purposes; we did it for throughput and also capacity,” Sugrue explained. “We’re going to have more people making salads. From an hours perspective, hours should go up, not down.” Sugrue pointed out that the kiosks could impact labour costs in a positive way for the company. Changing metrics Sugrue continued, “If the sales go up faster than the net hours, then our labour as a percentage of sales will come down,” adding. “I think we’re going to add hours, but we should be able to increase throughput, and therefore, sales, and our labour percentage could come down.” The objective of the kiosk is recognising that how you want to be served and how I want to be served can be very different, Sugrue explained. “Increasingly, millennials and millennial- minded people don’t necessarily need that interaction with someone. For those who order from the kiosk, that will shorten the queue for those who don’t order from the kiosk, and will provide better service to both groups.” Long-term impact unknown All this isn’t to say that some jobs won’t be eliminated. The long-term ramifications of self-order kiosks are hard to determine, given their infancy in the restaurant industry. Although transitioning to kiosks will require companies to continue serving those customers who still prefer a more personal service. “During slower times, brands still need the appropriate number of counter staff because the kiosk is a customer service option, not a requirement,” said Jodi Meryl Wallace, chief marketing officer at Acrelec America – a provider of customer experience technology. The company’s European operation has been involved in numerous deployments. “There’s also the need for front of house team members to assist customers who are new to using the kiosks,” Wallace added. “Because of kiosks, brands have begun to offer table service delivery of orders so staff are redirected to this task as well. And because kiosks increase the speed at which orders are taken, brands have found that there’s an increased need for back-of-house/kitchen staff during peak periods when kiosks are used. Wallace went on to discuss how the introduction of kiosks boosts sales. “Kiosks grow revenue by increasing throughput and by providing consumers with ‘order privacy’, which results in customers adding more side items, Ultimately, restaurants must meet expectations of all their customers, and 64% of millennials prefer self-service, according to an MHI Global report. fast food kiosks 32 KIOSK solutions
  32. 32. beverages and desserts, and more frequent upsizing of menu items.” Meeting customer needs Ultimately, restaurants must meet expectations of all their customers, and 64% of millennials prefer self-service, according to an MHI Global report. “Add to that, kiosks can present a menu in multiple languages and, they’re fun to use.” Wallace said. “In France, 90% of consumers will use the kiosk option when it’s available. “Brands have reported that the average bill at the kiosk is 30% higher than at the counter.” Reducing restaurant labour has a little bit to do with it, but it’s not the driving force, said Tom Radtke, vice president of sales at Keyser Retail Solutions – a retail technology integrator. “You’re going to continue to have that kid at the counter,” he said. “There’s a group of people who won’t go to the kiosk.” Radtke agrees with those who predict self-order kiosks will improve restaurant sales. “The kiosk can lead you through the process and do suggestive selling, and that kiosk does it better than a 13-year- old crew kid,” said Radtke. “Typically that (kiosk) order is a higher ring than it is at the counter.” Another factor is that consumers today, especially millennials, are more appreciative of businesses that use technology. Is a groundswell underway? The controversy won’t be going away soon. If McDonald’s deploys kiosks nationally, it marks one of the country’s most significant restaurant kiosk developments. Given how long limited- service chains have been testing kiosks, one can’t assume that McDonald’s action – regardless of what’s motivating it – signals a groundswell movement. “If your customer doesn’t embrace it, you’ve got a huge expenditure for something that doesn’t have much of a payback,” said Radtke. “How do you incorporate another layer of ordering and transaction processing into the inside of the restaurant?” He also noted that it took a long time for bank customers to embrace ATMs. Some observers do think a groundswell is in the making, however. “The QSRs are starting to understand the ROI on this,” said Charles Lewis, director of business development at Elite Manufacturing – a kiosk hardware manufacturer. The speed and order accuracy that kiosks deliver are creating higher profit margins. n Brilliant Display. Superior Quality. Competitive Price. Re-Inventing Interactive Kiosk Solutions With the New 90-Series. Create brilliant, engaging experiences with a wide range of sizes, from 10” to 27”. Made to fit in any environment. New! PCAP 2GS (two glass solution) technology delivers a 10 touch interactive experience with durability in high traffic settings. Drop in replacement with backwards compatibility allows for plug-and-play replacement of existing units. Elo and the Elo logo are registered trademarks of Elo Touch Solutions. © 2016 Elo Touch Solutions, Inc. All rights reserved. 16041BEB00017 Interact@elotouch.com | +32 16 704 500 | www.elotouch.com fast food kiosks KIOSK solutions 33
  33. 33. Kiosks have a long-standing history with many traditional uses and deployments. Kiosks have been used to create an endless aisle experience, and provide users with access to services or information not typically accessible in a brick and mortar location. This history has proven to improve the customer experience, reduce waiting times, and increase revenue through thousands of kiosk deployments. Traditionally, kiosks have been used for inventory expansion, ticket purchasing and printing, interactive digital signage, and product dispensing. Evolving technology and services New technologies, new hardware, and innovative new ideas have allowed kiosks to evolve to serve new, and expanded, functions and services. A few of the most recent solutions added to the capabilities and uses of kiosks include loading and dispensing RFID bracelets, customer service video conferencing, and purposed device deployments. Android and iOS tablets and apps have created a new opportunity for the use of kiosk hardware and kiosk software. Purposed devices can be used as mobile or stationary devices that can be configured for one particular application, task, or website. This type of deployment allows companies to provide employees and customers with secure kiosks for a lower cost and increased mobility. Another recent development in kiosk solutions and deployments comes by way of the expanded use of RFID technology for ease of payment and increased ‘handsfree’ and ‘card not present’ capabilities. In particular, RFID bracelets are being used in tourist attractions and amusement park settings to allow for cardless and cashless payments, ticketless entry, and ID free ride, concert, or attraction admission. In short, kiosks located throughout the attraction can allow visitors to manage payments and dispense bracelets with ease. In museums, aquariums, amusement parks, resorts, and on cruise ships, RFID bracelets are being used to improve visitor flow, increase spending, and track visitor behaviour. Video conferencing The introduction of video conferencing and video call capabilities to kiosks is the latest in kiosk technology. This technology adds another range of uses and options to kiosk functionality. Setting up kiosks to call a customer service centre or individual can improve call centre effectiveness and accessibility or add personalised, expert support to each kiosk location without requiring on-site support personnel. The kiosk video call option can be deployed in any service industry to improve conversions across a variety of industries. Already being used in healthcare to allow patients to speak to a pharmacist or doctor on demand, these customer service kiosks increase access to a ‘real person’ and thus, the customer experience, for only a fraction of the cost of staffing on-site personnel at any number of brick and mortar locations. The reach of the kiosk industry will only continue to grow as available technologies and kiosk capabilities expand. What’s the next technology capable of expanding kiosk solutions into new scenarios? n The reach of the kiosk industry continues to grow with technologies expanding the possibilities for deployments and the customer experience By KioWare, now with KioCall Video Conferencing Kiosk App, www.kioware.com Evolving kiosk solutions C M Y CM MY CY CMY K opinion 34 KIOSK solutions C M Y CM MY CY CMY K
  34. 34. ENTRANCE - Printing, reading and issuing tickets in less than 1 second PAYMENT - Receipt printing - Handles up to 3 coupons EXIT - Reading Validating ticket - Capturing Ejecting tickets THE SYSTEM IS COMPOSED OF 2 MODULES FEATURES - Barcode reading to accept and validate tickets - Ticket ejecting / retracting / collecting - Can handle up to 3 coupons simultaneously - Heavy duty motors for outdoor use (-20°C +60°C) - Full ticket scanning capability in 2 or 4 directions - Optional Dual feeder - Ticket size: ISO 54; accepts plastic and paper card - RS232 + Ethernet; optional USB - Plastic front paper mouth with RGB LED - Optional RFID R/W (Mifare or Icode) - 2D AZTEC, DATAMATRIX, PDF417 and QRCODE + 1D barcodes Ticket module To print and scan tickets Paper loading cutting module To separate and load tickets THE MOST COMPLETE AND INNOVATIVE SYSTEM FOR PARKING AND PUBLIC TRANSPORT TICKET MANAGEMENT PP54 BY www.stimare.net www.custom.biz UK: +44 208 099 8071 IRE: +353 1 6854600 info@stimare.net smcwilliam@stimare.net Optional RFID 1D/2D barcode printing reading ENTRANCE - Printing, reading and issuing tickets in less than 1 second PAYMENT - Receipt printing - Handles up to 3 coupons EXIT - Reading Validating ticket - Capturing Ejecting tickets THE SYSTEM IS COMPOSED OF 2 MODULES FEATURES - Barcode reading to accept and validate tickets - Ticket ejecting / retracting / collecting - Can handle up to 3 coupons simultaneously - Heavy duty motors for outdoor use (-20°C +60°C) - Full ticket scanning capability in 2 or 4 directions - Optional Dual feeder - Ticket size: ISO 54; accepts plastic and paper card - RS232 + Ethernet; optional USB - Plastic front paper mouth with RGB LED - Optional RFID R/W (Mifare or Icode) - 2D AZTEC, DATAMATRIX, PDF417 and QRCODE + 1D barcodes Ticket module To print and scan tickets Paper loading cutting module To separate and load tickets THE MOST COMPLETE AND INNOVATIVE SYSTEM FOR PARKING AND PUBLIC TRANSPORT TICKET MANAGEMENT PP54 BY www.stimare.net www.custom.biz UK: +44 208 099 8071 IRE: +353 1 6854600 info@stimare.net smcwilliam@stimare.net Optional RFID 1D/2D barcode printing reading
  35. 35. Mention buying a car and you will undoubtedly have a number of pre-conceptions about the experience. Forget them all. Today, the way cars are being sold and bought is evolving rapidly. These days more and more customers are conducting research at home, leading to an increased focus on digital technology within the showroom to deliver a relaxed and fully connected customer experience. The rise of the new digital car showroom A first for SEAT SEAT UK’s new digital retail showroom reflects changing 21st Century shopping habits and lays all stereotypes firmly to rest. The new store retail concept at Intu, Lakeside is the first for SEAT in a city shopping centre environment. Opened in association with Group 1 Automotive, the new SEAT site boasts a stunning 150m² store with three display cars, and complete with an outdoor case study 36 KIOSK solutions
  36. 36. Saturn Visual introduces intelligent digital technology to create a truly connected buying experience for SEAT By Saturn Digital, www.saturnvisual.com case study KIOSK solutions 37
  37. 37. ‘Experience Centre’ housing an additional 16 SEAT models to be explored and test driven. Saturn Visual, one of the UK’s leading providers of visual and digital engagement, was tasked with bringing the feel of the Barcelona brand to Essex, and the SEAT store boasts several technological innovations to enhance the customer experience. Saturn’s proprietary software ‘Connect’ is the foundation for the in- store display communications, which range from video walls to interactive customer touchscreen points to audio showers delivering tailored ambient sound effects. Cloud-based, Connect CMS software allows for the scheduling of rich media and digital video formats into branded layouts. An intuitive, extremely flexible user interface allows content to be easily created, edited and updated across a network of displays. Realising the creative vision The in-house software development team at Saturn worked closely with SEAT, shop fitters, design and advertising agencies to deliver the creative vision for the store and a bespoke integrated digital experience, enhanced by a real- time interface with the SEAT website. case study 38 KIOSK solutions
  38. 38. Matt Benns, Head of Customer Quality Network Development at SEAT UK commented. “The store at intu Lakeside is an exciting world first for us. Saturn’s imaginative digital and software solutions played a key role in creating a relaxing, browsing-oriented space for our customers to discover SEAT.” At SEAT Lakeside, customers can sit back and enjoy the Mediterranean atmosphere created by the five video walls and benefit from the big, bright, ultra-high resolution messaging delivered by three 85in Samsung QM85D screens at the store entrance. Samsung was the selected supplier of screen equipment with the UD55EA 24/7 model chosen as a stylish solution for the five video walls. Combining optimum levels of brightness (700 nit) for the perfect indoor visibility, with an ultra- narrow 3.5mm bezel-to-bezel design, this screen solution created a near-seamless appearance for the video walls. A relaxed space In a relaxed atmosphere, customers can choose to do as much, or as little, of the buying process as they wish. They have the option of researching their perfect SEAT through eight 22in touch display digital info ‘hubs’. The Elo 2293L 22in open-frame LCD touch displays were specified by Saturn because of their quality and proven reliability for the environment. Features include a slim design, narrow outside dimensions plus a state of the art, energy-saving LED backlight (resulting in less electricity to operate and less heat being generated). The touchscreen is sealed against dirt, dust and liquids, simplifying integration into the final enclosure, and providing ideal practically for SEAT customers who use the hubs to configure and explore financing options, arrange test drives and even have their trade-in car valued. Chris Welsh, Managing Director at Saturn Communications Group, said: “We were very excited when SEAT UK appointed us to help with their new store concept. We strongly believe in a partnership approach, working with customers to deliver a solution that reflects the brief rather than simply a ‘best fit’ response. SEAT Lakeside has proven be a fantastic example of how a well-planned, bespoke digital solution can have a major impact on the customer experience.” n case study KIOSK solutions 39
  39. 39. Biometrics: The office of tomorrow Biometrics within access control systems integrates seamlessly into the workplace with tablet kiosks for a smarter security solution By Adrian Thompson, CEO, imageHOLDERS, www.imageholders.com biometrics 40 KIOSK solutions
  40. 40. The importance of security is a hot topic amongst all industries. Everything from computer viruses to encryption can affect the day to day running of any business, and have huge consequences. While consumers are starting to become more security conscious, businesses need to ensure that the physical security of their office or place of work is also protected. Viruses and hackers are becoming more complex and highly educated, simple passwords and four digit codes are no longer sufficient options. While companies invest in Internet protection and best practices for handling important documents, the physical security of offices is being left in the dark ages. And despite many offices utilising access control by using keys or electronic card readers, most of these are not ‘smart cards’, meaning that they’re not associated with one user and can be picked up by any Tom, Dick or Harry and used to enter the premises. Keys can be lost or forgotten, and when an employee leaves the company, the best practice would be to change all passcodes, locks and revoke access to all offices and software. This solution is expensive, time consuming and impractical. There are around 655 million cards used for access control. Only 30% of these cards are considered to be ‘smart cards’ and an even smaller amount – 6%, use biometrics despite it being the most secure form of access control. What are biometrics? Biometrics are a form of identification traditionally used for security, such as border control and police profiling. However, as passwords and pin numbers become compromised, biometric identification has also started to replace commercial resources such as phone passwords and key fobs at work. • There are five primary types of biometrics used within access control: • Eyes (iris recognition): this uses identifying features within the iris. • Eyes (retina recognition): this uses the patterns of veins at the back of the eye • Face recognition: this process analyses facial features • Fingerprint recognition: this uses the finger pattern • Finger geometry recognition: this uses 3D finger image to determine identity. Biometrics and access control paired Access control defines the way by which resources are protected and kept secure. Biometrics are unique identifiers that ensure positive identification when enabling users to access information or, in when paired with access control, office space. As biometric technology has advanced and more and more industries invest in its development, the technology has become accessible for consumers to easily use. Users are able to simply place their finger on the scanner to be able to access office space without having to adjust their finger placement multiple times to attain positive identification. The capabilities • Up to date information User profile with photo, department and contact details • Clock-in data Shift hours and breaks can be easily stored with a clock-in and clock-out function. • Restricted access Access control systems can be set up on a variety of different doorways biometrics KIOSK solutions 41
  41. 41. and entrances, ensuring that access is monitored and restricted for different users. Access control systems utilising biometrics can be easily integrated with legacy systems to ensure the best use of resources. The benefits • Unique The biometric data is created around unique identifying characteristics and is nearly impossible to forge, providing ideal protection from any hackers or unwanted intruders. • Future-proof Biometric data can be removed from the system quickly and easily for data protection in case the user moves onto new employment. • Cannot be lost or misplaced The biometric data can’t be lost in a way that a key can be lost, unless in the case of serious incident. • Parameters Digital access systems can ensure that not everyone has 24/7 access unlike traditional keys, preventing access to specific areas or office spaces according to easily adaptable parameters. Consumer confidence The main shift in the acceptance of biometrics is due to the accelerated movement within the smartphone industry. From 2013 when Apple launched fingerprint recognition to unlock iPhones, consumers have come to accept the use of biometrics for personal use, not just for national security and police work. There are now over 650 million smartphones which use biometrics, with around 200 models of smartphone that are available. With this move towards consumer-based biometrics, customers are accepting new uses of fingerprint ID like Apple Pay. Confidence in companies Companies can invest in both their business and their staff by utilising biometrics within access control systems. Even non-smart ID cards such as driving licenses and passports are becoming obsolete, as we turn digital. ‘Dumb cards’ no longer provide truly secure access. Tablets, which are friendly and welcoming, and with integrated biometric technologies make the system feel accessible and appealing, and not the intimidating clock-in machines of the movies. Biometric readers are becoming more agile, ensuring that users don’t have to shift their fingerprint around, or dance in front of an iris reader to achieve a positive identification. Biometrics are now a viable and affordable option for a variety of companies. Biometric access control and tablet kiosks Tablet kiosks are able to integrate a variety of different devices within the enclosure, including biometric fingerprint readers. By integrating fingerprint scanners, printers and a tablet within a stylish enclosure, companies are able to create a multi- purpose solution which is able to provide high security and also perform as a visitor management kiosk. The benefits of tablet enclosures ensure that the product is able to do more than simply control access, with the ability to show reminders, schedules or work as a digital sign, quite simply put, the possibilities are endless! n biometrics 42 KIOSK solutions
  42. 42. 28th of September 2017 Business Design Centre, 52 Upper Street, London N1 0QH For exhibitor information contact Ian Titchener 01353 771464 | ian@lgnmedia.co.uk KIOSK SUMMIT 2017 Europe’s only dedicated event for the kiosk industry

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