drain, david presentation 1 27 09
TRANSCRIPT
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Innovating the Self-Service Model by Adopting and Implementing
Best Field Practices
David DrainExecutive Director
Digital Signage AssociationSelf-Service & Kiosk Association
January 27, 2009
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Media (Online, Email, Print)
Strategic Partners
WINCOR WORLD
Associations Events
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Promoting the successful deployment of self-service around the world
PARTIAL LIST OF VENDOR MEMBERS
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Promoting the successful deployment of self-service around the world
PARTIAL LIST OF DEPLOYER MEMBERS
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The modern consumer
• Hates long lines• Wants information, choice• Wants to save time• Looking for products tailor made
to needs & desires• Wants to control the experience
…otherwise will take business elsewhere
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“I never perfected an invention that I did not think about in terms
of the service it might give others…I find out what the world needs, then I proceed to invent.”
- Thomas Edison
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Don’t start with technology“If you’re thinking you can deploy kiosks, digital signage, or any other customer experience technology by choosing a kiosk enclosure, a plasma screen, or a web site to leverage, stop! Technologies are important - extremely important - but they are only a part of the solution.
To create powerful customer experiences, you need to start by understanding your customers.”Brian Ardinger,
Nanonation
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Advice from Redbox
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Avoid the top five mistakes of kiosk deployment
1. Failing to present a truly compelling offer to the customer
2. Relying on intangibles for an attractive ROI
3. Failing to differentiate between the pilot stage and the scaling stage
4. Failing to realize that the first attempt will be flawed
5. Building the Taj Mahal and placing it next to the janitor’s closet Source: “Top Five Mistakes of Kiosk Deployment,” by Gregg Kaplan, CEO, Redbox
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Gaining kiosk acceptance
• Customer and employee buy-in
• Focus groups and surveys• Effective branding and
integration• Provide a great experience• Consider using a
“concierge” at first
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Graphical User Interface
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Graphical User Interface
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Graphical User Interface
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Overwhelming number of choicesAudioBarcode ReadersCablesCard Readers/WritersCash Acceptors & DispensersCheck Readers (MICR)Communication - Networking, WirelessComputers - Desktop, Laptop, Industrial, Thin, Panel,
EmbeddedConnectivityContactless PaymentsCooling SystemsDebit/Credit/Smart CardsDesignDigital SignageEnclosuresEquipment Leasing and RentalGraphic ProductionHardwareInput Devices - Trackballs, Joysticks, TouchPads, StylusInstallationInsuranceIntegration
Internet AccessKeyboards/Keypads
Logistics, Deployment, DeliveryMaintenance & Service Management Systems
Outdoor KiosksPaper Supplies
Power SupplyPrinters
Programmers & Application DevelopersRemote Monitoring & Management
RFIDSatellite Services
ScannersSecurity & Biometric Identification
Software - Linux/UNIX, middleware, Mac, OS, Multimedia
SpeakersSurge Protection
Touch ScreensTransaction Processing
Video - Players, Cards, etc.
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Resources
• Total solution / turn-key providers (integrators)
• Distributors / manufacturers’ representatives
• Consultants
• Websites, publications, shows and directories
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Tips on requesting quotes
• Be as specific as you possibly can
• Clearly state the intent of the project
• Think of all the possible technologies you might need
• If you have a Request for Proposal (RFP) document, provide instructions on how to receive and respond to it
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Questions?