This document provides an overview of interactive kiosks and self-service technologies. It discusses researching business goals and customer experience before deploying kiosks. Examples are given of different types of kiosks used by various companies. Considerations for hardware, software, services and marketing of kiosks are outlined. The document stresses defining objectives and success metrics for kiosk programs.

1. Where Do I Start?
Kiosks &
Interactive Self Service 101

2. Ronald L. Bowers
SVP Business Development
Frank Mayer & Associates, Inc.
www.frankmayer.com
www.fmakiosks.com

3. Session Overview
 General Overview of the Industry – research data, who’s
doing what, future projections
 Defining Business Goals & Customer Experience – Qualifying
the reason for deployment
 Understanding the value proposition for Retailer, Brand
Marketer, and the Customer
 What to Consider – Hardware, Software, Services, Deployment
and Marketing
 Identifying Technology benefits – Kiosks, Digital Signage,
Handhelds, etc.
 Determining your goals while attending Self-Service Expo –
and how to accomplish them!
 Q&A

4. Consider These Research Statistics:
 97% increase in Kiosk installations from 2006 to 2009
 39% increase in 2007 alone
 39% of customers prefer Kiosks to reduce wait times
 44% frustrated by lack of employees to help
 71% of 18 to 24 year olds prefer Self-Service
 64% of 24 to 35 year olds prefer Self-Service
 12% increase in store sales by retailers using Kiosks
 42% will choose stores because Kiosk’s are available
 75% of purchase decisions made in the store
 800,000 Kiosks installed by 2007
 1,200,000 Kiosks by 2009
 3,400,000 Kiosks by 2015 projected

5. Providing Custom Retail Kiosk
Solutions For Over 30 Years

6. BMW Virtual Sales Center
 Placed in BMW Showrooms.
 State-of-the-art product
information tool.
 Access the BMW USA web-site
directly from the VSC.
 Updateable.
 Selling tool for BMW dealers.

7. BMW Portable Wireless Kiosk
 Innovative wireless technology
 Carefully targeted message aimed
at their target audience, and track
it every step of the way.
 Create a “buzz” for the X3 and
collect prospect names.
 Folds down for ease of transport
to various locations.
 Changeable graphic face to
promote different programs.

8. Ford Kiosks
Ford Trucks Kiosk
Ford SYNC Kiosk

9. Giant Foods Shopping
Solutions Kiosk
 Scan items for price checks
 Print valuable coupon offers
 Scan BonusCard
 Custom ordering
 View details on all departments
 Express ordering
 Pre-order items
 Receive receipt
 Item locator
 Search and print recipes

10. Giant Foods PSS Wall
 Hand-held scanner devices
 Charging wall
 Customers can select a scanner and
scan items as they put in their
bag/cart.
 They can then proceed to the self-
checkout and return the scanner to
the wall.

11. Nintendo Wii Tour Interactive
 Taken on Wii Tour events across US to create excitement & educate.
 Experience actual game play and the innovative technology.
 Educate consumers on the new gaming system.
 Rugged for cross-country travel.

12. Helio Mall Kiosk
 Attracts consumers in the mall environment.
 Communicates features/benefits of products and service.
 Demonstrate “live” devices.

13. PPG Grand Distinction Kiosk
 Interactive display that allows
consumers to learn more about
the Grand Distinction program
and help guide them through the
decision making process
 Increase awareness of the brand
 Educate consumers on the
product line.
 17” touch screen

14. John Deere Dealer Kiosk
 The John Deere Dealer Kiosk
allows consumers to apply for
credit on-line.
 Consumers can also access the
John Deere Website and search
through an inventory of
products.
 Dealers use the system to train
store associates on the most
current and regional specific
information for products.

15. Employment Kiosks
Job applicant’s can apply through an on-line dedicated site.

16. Family Meds
 Placed in doctor’s offices and
clinics to increase convenience to
customers.
 Minimal footprint .
 Adjustable height for easy access
to keyboard.
 ADA Compliant.

17. Future Projections:
Define Success to You & Then Measure It!

18. An Introduction to Interactive
Self-Service at Retail
Your opportunity to secure your
objectives and formulate a successful
interactive display strategy.
 What is your retail channel?
 What is important to the consumer
experience?
 How will a self-service experience
impact your brand at retail?

19. Create a Business Model
 Define all objectives
 Business owner (store owner, franchiser)
 Customer/consumer (person using the kiosk)
 Shareholders (corporate impact, image)
 Retail partners (products marketed in store)
 Consider all technologies
 Kiosks
 Digital Signage
 Handhelds
 Displays / Signage
 Use a “blended” approach
 One size does not fit all
 Consider different technologies
 Customize your approach

20. Have You Really Determined
Your Goals & Objectives
“Its Not the Shoes!”
“Its Not the Technology!!”
What are your reasons for deployment?
 Sales Increase
 Competition
 Brand Loyalty
 Improved Customer Service
 Product Introduction and Trial

21. Have You Really Determined
Your Goals & Objectives
 Where will your business benefit?
 Better Retail Placement
 Better Product Information for Customer
 Real-time Retail Performance Feedback
 How will this benefit Consumer,
Retailer, and Brand Marketer?
 Product Knowledge Information
 Brand Trial & Loyalty
 Convenient Customer Service
 Reduce Retailer Overhead Costs to Sales

22. Does Your Business Model
Support the Pyramid Principle?
 Are all three players gaining benefits? Customer
 Short term – Long term
 Scalable
 Are you considering the total picture?
 Interactive Kiosks


Digital Signage
Handhelds
= =
 Flash Media Shelf Systems
 Point-of-Purchase Displays

 Signage
Build your solution to your needs
Retailer
= Brand
Marketer

23. Success Requires an Integrated
Marketing Solution
 Software & Content Development
 Component Hardware
 Channel Integration
 Installation
 Health & Heartbeat Monitoring
 Real-Time Retail Performance Feedback
 Updating a Scalable Solution
 Retail Placement & Support Signage
 Service and Maintenance

24. What to Consider
 Hardware
 Kiosks
 Digital Signage
 Software
 Application Providers
 Monitoring Services
 Components
 Displays, Computers, Printers, Keyboards
 Allows you to “roll your own”
 Services
 Installation
 On-Site service

25. How to Approach This Self-
Service Expo to Your Benefit
 Are You Experienced?…
 Get Experienced Partners
… years in industry
… years at retail
… retail success
… retail failure
… industry recognition
… client testimonials
… working with successful partners
 Define Success to You & Then Measure It

26. Defining the Application

27. Software Selection

28. Hardware Selection
Total
Plugged Amps Total Outlets Outlest
Plate into Qty per Qty per per 12' Amps per per 12' per 10'
Description Model Amps UPS? 12' 10' Kiosk 10' Kiosk Kiosk Kiosk
POS NCR 7452, 3001 7 yes 1 1
Keyboard - - 1 1
Signature Pad Ingenico N Touch 1000 yes 1 1 1 1
Cash Drawer NCR 2189 - - 2 2
Receipt Printer (plugs into NCR 7452?) NCR 7167-1015-9001 - - 1 1
Keyless Scanner & Cradle Symbol P370/P470 & PL 370-1022FB 0.4 yes 1 1
GE Telephones GE 29263GE1 - - 2 2
UPS APC SUA1500 12 - 1 1 12 12 1 1
IBM 15" Display Kit P/N 4820-5GN 1.6 yes 1 1
Cooling Fan 0.1 no 1 1 0.1 0.1 1 1
DSL Modem .1? yes 1 1
Router CheckPoint CPVE-X16 Edge 0.15 yes 1 1
Switch Cisco Catalyst 3550-24PWR .5 - 4.5 yes 1 1
Power Supply for Security Cameras i3 124A4-P9 4 no 1 1 4 4
Security Camera i3 dVR - i3-VDB045 - - 2 2
DVM for Cameras i3 DVR 5 no 1 1 5 5
Keyboard A Open KB-858B - - 1 1
Mouse A Open O-75B - - 1 1
Monitor? ? ? ?
DVD Player JVC XV N320B 0.1 no 1 1 0.1 0.1 1 1
30" LCD Monitors Dell W3000 1.8 no 1 1 1.8 1.8 1 1
Speaker Set for Dell Monitor - - 1 1
30" LCD Monitors Phillips 300WN5VB/27 1.8 no 1 1 1.8 1.8 1 1
Speaker Set for Phillips Monitor - - 1 1
AV Distribution Amp AV 400SV 0.1 no 1 1 0.1 0.1 1 1
12 foot shielded S-video Cables - - 2 2
3 foot shielded S-video cables - - 1 1
12 foot shielded audio cables - - 2 2
3 foot shielded audio cables - - 1 1
7 7 Total Outlets Needed Per Island
Interactive Kiosk IBM Anyplace 2210-220223 1.4 yes 4 3 4 3
Printer Swecoin TTP 8200 3.2 yes 4 3 4 3
Paper Rolls - - 27 21
Keyboard Storm 2210 - - 4 3
UPS APC SUA1000 12 - 4 3 48 36
Cooling Fan 0.1 no 4 3 0.4 0.3 4 3
Lights 9 9 1 1 9 7.5
TOTAL 82.3 68.7

29. Enclosure Design

30. ADA Compliant

31. Engineering

32. UL Certification

33. Prototype / Test Run

34. Production Run
Assembly and Integration Guidelines
Integration Procedures for XXXXX Kiosk, Job # XXXX
 Prepare Components
1. Run the following cables through the right-hand side (as you face the kiosk) vertical
tube:
Video cable (blue connectors).
Serial touchscreen cable (green connectors). Make sure the male end exits the top of
the tube.
Power cable for the monitor. Make sure the female end exits the top of the tube.
Audio extension cable. Make sure the female end exits the top of the tube.
USB extension cable. Make sure the female end exits the top of the tube.
2. Run the following cables through the left-hand side (as you face the kiosk) vertical
tube and then through the horizontal cross tube:
Keyboard extension cable (labeled keyboard). Make sure the female end exits the top
of the tube.
Trackball extension cable (labeled mouse). Make sure the female end exits the top of
the tube.
3. Slot the volume control knob on the speakers.
4. Apply the service phone number decal (supplied by John Deere) to the outside of the
case weldment access door just below the lock.
 Install Components
1. Install the computer (two vents facing down) and peripherals into kiosk and carefully
route the cables. (See photos). Each PC is pre-configured for a specific dealer
location. Label kiosk with the same number as found on the PC’s asset tag. Adhere
this label to the inside of the case weldment access door towards the bottom. Two
separate asset tags are included with each PC. Adhere these tags to the serial number
tracking sheet. Record the touchscreen’s serial number on this same sheet.
2. Plug the keyboard’s keyboard cable (purple connector) into the extension cable
labeled keyboard.
3. Plug the keyboard’s trackball cable (green connector) into the extension cable labeled
mouse.
4. Plug the speaker’s USB cable into the USB extension cable. Plug the speaker’s audio
cable into the audio extension cable. Push the speaker’s power button in. Set the
volume to the ¾ setting (7th dot from the left).
5. Plug the power cable into the monitor’s power supply. Plug the power supply into the
back of the monitor. Plug the touchscreen cable (green connector) into the back of the
Wiring Schematics
monitor (green port). Plug the monitor cable (blue connector) into the back of the
monitor (blue port). Plug the OSD remote into the OSD port on the monitor.
6. Connect the following to the back of the PC:
Touchscreen cable (green connector) to Com 1.
Monitor cable (blue connector) to blue monitor port.
Keyboard cable (labeled keyboard) to purple keyboard port
Configuration & Testing Documents

35. Shipping / Installation

36. Assembly, Warehouse &
Distribution Facility
Large Assembly area for flexible scheduling and multiple program rollouts.

37. Barcode, Inventory
and Warehousing
 Kiosks are inventoried on our
computer tracking system.
 Our barcode inventory tracking
system provides timely, accurate
inventory reports.
 Kiosks are warehoused in our
climate controlled 250,000 square
foot warehouse.
 All hardware components are
stored in secure areas for each
project.

38. Customer Service
Deliver customer satisfaction, quality and service.
 provide information / answer questions
 arrange for shipment of replacement parts
and components.
 arrange for service calls

39. Success Points of Differentiation
 Does the program compliment brand marketing &
media advertising?
 Does the consumer see continuity of brand purpose at
retail?
 Is there a focused “Call to Action”?
 Can the consumer intuitively navigate to product
purchase?
 Does the self service system aid and compliment retail
associate interaction?
 Will the system maintain the real estate given by the
retailer?

40. How to Approach This Self-
Service Expo to Your Benefit
 Be Software, Hardware & Service Agnostic
 Focus on Your Marketing Objectives
 Branding
 Design
 Presence at retail
 Convenience
 “Call-to-action”
 Experienced Team Approach

41. Things NOT to forget
 Consider the customer
 Pre-Marketing
 Make it easy, intuitive
 Signage, displays
 Location, Location, Location
 Consider the employee
 Get them on your side
 Make them part of the process
 Consider the changes / updates
 Improvements will be made
 No deployment is perfect, be prepared
 New content needs to be updated

42. Zooming In…
…Where to begin – Your business plan
…What to look at – Components that will support
your business plan
…How to stay focused – Consider an integrated
solution with your business plan goals in mind

43. Ronald L. Bowers
SVP Business Development
Frank Mayer & Associates, Inc.
1975 Wisconsin Ave.
Grafton, WI 53024-2605
(800) 225-3987
ron.bowers@frankmayer.com
www.frankmayer.com