Eliciting positive user experiences with self-service kiosks: pursuing possibilities (original) (raw)
Related papers
[Book Chapter] Changing Paradigms In Our Interactions with Self-Service Kiosks
2014
Human-computer interaction and holistic user experiences are considered crucial concepts in the design of interactive products, where interactive self-service kiosks require a special attention, as they are different than any other type of consumer and personal products. The public nature of self-service kiosks suggests that social context may have an important role in understanding experience of users when interacting with such products. Yet, this is hardly reflected in the development of self-service kiosks in which usefulness and functionality are still the basic, and usually the only, concerns. This limited discussion hinders innovation when redesigning this type of products. This chapter firstly studies the major factors affecting users' interactions with self-service kiosks, follows with the influence of presence or absence of other people on user experience with interactive self-service kiosks looking at the relationships between different social contexts, feelings, and task performances, and then elaborates more in detail on task performances. The studies conducted to explore these relations reveal that interactions with interactive self-service kiosks are specialized according to different task qualities that these kiosks serve for as well as the social context, which highlight the necessity to take into account the inseparable context during the design of these self-service kiosks. They emphasize that not only the product interface, but also other product features, product body and context should be shaped by these task qualities and social context. Hence, suggested design implications go beyond traditional usability and technical issues, considering social context as a key issue to address to bring innovative self-service kiosk designs.
Meaningful personalization at a self-service kiosk
2007
Personalization of a self-services kiosk or ATM may provide the user with an efficient means of obtaining new appropriate services with the degree of immediate gratification consumers now require. Successful personalization relies on many factors including acceptance of the services provided and the way these services are delivered. This paper presents a summary of the results from a recent investigation of personalized services at a self-service kiosk and the use of avatars as a potential interface style. Results indicate that users -in particular younger userswould accept personal information being used and would accept new services such as news headlines and budgeting advice at a self-service kiosk.
Innovative framework for self-service kiosks: Integrating customer value knowledge
Journal of Innovation & Knowledge
This study reveals different types of self-service kiosk customer value and synthesizes the self-service kiosk customer value framework, which includes four value groups and three types of customer value elements. The study also reveals gaps which stem from the inconsistency and fragmented nature of previous research on customer value in self-service kiosks. Based on the review of relevant literature and analysis of the systematically selected articles, the findings provide a basis for future investigations into service science and support manager decision making during the stages of consideration, implementation, and improvement of self-service kiosk networks. This study provides a comprehensive inventory of selfservice kiosk customer value and its elements.
Deleted Journal, 2024
Technological developments in the food and beverage industry sector triggered by the Covid-19 pandemic have been presented by McDonalds to maintain distance by utilizing the role of self-service technology that prevents direct contact with employees and utilizes the performance of the self-ordering kiosk. Perceived enjoyment is also needed to increase Gen-Z's desire to have an interest in reusing the self-ordering kiosk at McDonald's. This study aims to determine the effect of self-service technology and perceived enjoyment on interest in reusing the selfordering kiosk at Gen-Z McDonald's in Medan City. The method used is quantitative by involving 100 Gen-Z people as samples. The results of this study indicate that self-service technology and perceived enjoyment have a significant effect on the interest in reusing the self-ordering kiosk at Gen-Z McDonald's in Medan City by 81.9%. This means that the role of self-service technology and perceived enjoyment felt by Gen-Z is very well realized, although it is still necessary to improve the performance of the self-ordering kiosk in order to have an interest in reusing the self-ordering kiosk
2011
Improvements in bandwidth and computing led towards a growth of technological solutions in services. Also, users developed expectations and skills in their interaction with technology. Despite web and mobile technology makes available a great deal of advanced and engaging apps (e.g., social and geo-localized), less-sophisticated and appealing systems (e.g., automatic teller machines, ticket machines) still represent the most widespread contact points between organizations (e.g., banks, transportation companies) and their clients. In this scenario banks are challenging a service innovation by introducing new services in their ATM. However, this increase in services does not seem to match an appropriate level of usability and user experience. The present work investigates the relation between usability and user experience in kiosk through a usability evaluation and a further redesign process for an ATM of an Italian major bank. The redesign process, centered on the users needs, was aimed to solve usability issues and enhance the effectiveness of the system and the overall user experience 1) by operating major changes in the original structure and 2) by introducing new profile-based functions. In order to test the effectiveness of design hypothesis, a prototype was developed and tested with a sample of users.. Result showed an enhancement of user satisfaction and a reduction of the error rate mainly due to the introduction of profile-based functions.
International Journal of Applied Positive Psychology
The “Snackomat” is a vending machine offering snacks for free, installed in waiting situations, and is designed to initiate small talk and therewith to create a positive experience. Here, we experimentally compare the effect on user experience of the Snackomat to the effect of a coffee machine as control condition with 58 participants. Participants’ behaviour was observed in waiting situations where observers were blind to the study’s objective. The two experimental conditions were compared with an analysis of covariance. The alpha levels were Bonferroni corrected. Significant results with strong effect size indicate that the Snackomat was more effective in creating positive experiences than a coffee machine in a control condition. However, the experimental setting most likely attenuated differences between the two conditions. Future studies should thus replicate the findings in a natural setting. Nevertheless the Snackomat is a promising application example of designing for positiv...
Journal of Tourism & Hospitality
As various industry adopted self-service kiosk (SSK) technology, the hospitality industry has implemented SSK in service procedure. However, what drives CS with SSKs has not been fully examined because the system is still new in the hotel industry. The purpose of this study was to identify how self-service kiosk (SSK) attributes like ease of use, speed of delivery, and monetary promotion affect customer satisfaction (CS) in hotel setting. The study also explored the association between CS and willingness to use an SSK in the future. The results of this study showed that ease of use and speed of delivery had a positive association with CS, but showed no significant relationship between monetary promotion and CS. In addition, CS was positively associated with the willingness to use SSKs in the future. The study contributes new knowledge about what drives CS with SSKs and, additionally, confirms the determinants needed to achieve successful CS with SSKs in hotel settings.
2020
Banking operations are transforming from the traditional brick and mortar to more personalized kiosk experiences. Lebanese banks find significant advantages in the rollout of kiosk banking, form cost reduction to market penetration and image creation. On the other hand, consumerbanking behavior across different market profiles is shifting as people seek different means to interact with their bank, for faster processing and secure financial operations, away from the traditional branch setting. This paper looks into the consumer view of this new form of technology and identifies a few factors of interactive kiosk adoption. Findings contribute to our understanding of user perceptions and attitudes, as factors that influence self-service interactive kiosk banking in Lebanon.
Engineering Management in Production and Services, 2019
The research aims to examine the perceptions of relative novice users of self-service checkouts (SSCOs) and if these perceptions change before, during and following use. Employing a diary approach with 31 respondents relatively unfamiliar with SSCOs, the research will document their experiences with this technology across stationary, hardware and grocery stores in two Scottish cities (Glasgow and Dundee). Findings suggest that the majority of respondents were motivated to use the technology because of time saving and convenience. However, the actual experience of using SSCOs was not always considered quicker when compared to staffed checkouts because of technical issues, lack of staff assistance and the impersonal, sometimes stressful and controlled nature of the cramped SSCO environment. Following post-use reflections, the majority of respondents’ opinions did not change from their initial perceptions and indicated that they would prefer not to use the technology in the future. Bas...
Kiosks 21: a new role for information kiosks?
International journal of information management, 2002
Discusses and analyses the latest generation of information kiosks, Kiosks 21, which features information provision/promotion, interaction, transaction and relationships. In contrast to their task based predecessors, these kiosks focus on customer service delivery to ‗customers in context'. Five case studies of such kiosks located respectively in an airport, railway station, car rental base, hotel lobby, and shopping mall are analysed to demonstrate the way in which the kiosks are implemented to meet the differing requirements of customers in different contexts. Case studies are analysed in terms of kiosk design and location, user profile, information architecture, interface design, communication, and commerce. A range of areas for research and development are proposed.