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. 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. 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. 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
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. 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. 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. 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. 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. 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. 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. 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. 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. 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
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. 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
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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. 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. 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
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KIOSK solutions 21
travel tourism kiosks
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. 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. 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. 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. 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. 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
31. 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
32. 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
34. 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
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opinion
34 KIOSK solutions
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35. 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
36. 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
37. 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
38. ‘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
39. 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
40. 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
41. 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
42. 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
43. 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
