Meaningful Personalization at a self-service kiosk (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.
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.
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.
Eliciting positive user experiences with self-service kiosks: pursuing possibilities
Behaviour & Information Technology, 2015
Although the prominent concept of the last decade – user experience – maintains its significance in diverse disciplines, especially design, its focus has changed to eliciting positive user experiences by pursuing new possibilities for consumer products rather than by solely seeking solutions to existing problems. Designers continue to aim for rich user experiences with a variety of products, but have neglected self-service (interactive) kiosks. Hence, this paper, after giving a brief overview of the positive psychology literature, demonstrates the dimensions of positive user experiences with self-service kiosks through an empirical study conducted on coffee vending machines and automated tellers.
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.
Online kiosks: the alternative to mobile technologies for mobile users
Internet research, 2002
Telephone: O1695-584204 2 Online kiosks: the alternative to mobile technologies for mobile users ABSTRACT Online kiosks have the potential to be a significant alternative to mobile technologies in retailing, information provision and service delivery. This article describes the development and use of different types of online kiosk in contexts where users are on the move and away from fixed technologies. A case study of a major UK airport terminal is used to illustrate different types of kiosk applications. Comparisons are made with mobile phone technologies. Online kiosks have a niche in allowing access to information, services and e-commerce technologies for all potential consumers.
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...
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
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.