The COVID-19 pandemic threw the world for a loop. Virtually overnight, everything about the way businesses operated changed. Now, as they come to terms with new operating environments, many are looking for ways to deliver a good employee and customer experience, while improving safety and reducing costs.

Kiosks, the blanket term for self-service devices that automate transactions, can be a key part of the solution. Every day, new kiosks are being deployed in a variety of settings, including healthcare, retail, banks, food service, government agencies, school campuses, and more.

Kiosks for ticket purchase at movie theaters, airport check ins and wayfinding in malls are all familiar, but there are many other uses — especially now. For example, CleanslateUV is putting its sanitizers in department stores and restaurants so employees and customers can sanitize phones, keys and wallets when they enter and leave. Metrolinx is installing personal protective equipment (PPE) vending machines at transit hubs to ensure that passengers have access to masks and other safety items they may need to ride public transit.

And it doesn’t stop at PPE. Pharmacies are increasingly using kiosks to store and dispense drugs safely, and there’s a pilot program in Vancouver testing opioid dispensers from Signifi, using biometrics to deliver safe doses to marginalized communities.

Kiosks can also increase convenience, while allowing for additional safety. Snaile’s secure parcel lockers are turning up in condominium and apartment buildings to keep up with the volume of online shopping, while Sport Chek is using secure parcel lockers in its stores for customers who buy online but prefer to pick up in person.

Many employers are now using entry way kiosks to screen employees for COVID-19 symptoms, while others are automating back-office functions, such as cash management and logging in and out of shifts.

While it seems as though kiosks are everywhere, it’s a complex process to deploy them, particularly at scale. If you’re considering kiosks as a way to reduce person-to-person contact or improve a business process, here are some best practices for your next project.

• Planning. Many kiosk programs are months in the planning. A solid strategy needs to consider everything from finding the right technology to getting the necessary permits and managing the complex logistics to ship, install and maintain the devices. In general, it’s best to partner with an experienced kiosk project-management team.
• Procurement. From ATMs to digital signs to slot machines, there are many technologies and many vendors in this growing space. An experienced partner can help you find the right technology and provider for your project. If you already have a technology supplier, your strategy team will work with them to streamline end-to-end logistics and manage the project toward its goals.
• Experience management. Whether the user is an employee, a customer or both, taking a holistic view of how you want their kiosk experience to work is key. Is the kiosk outside? Does it need to be extra tamper-proof? How will it accommodate accessibility and inclusion requirements? How will you manage technical issues experienced by users? Working through these questions up front can help the team flag and solve a variety of issues before the kiosks ever leave the warehouse.
• Implementation. This is where careful planning begins to pay off. In most cases, the team will need to work with property owners, site managers and others to ensure your installation is as unobtrusive as possible. Many kiosk projects need to happen after hours, and this may require special access or additional security. Additionally, many kiosks require pre installation assembly or kitting, or will have branded signage and headers that will need to be installed at the same time. Your strategy partner can manage the end-to-end pre- and post-delivery requirements, including using trained teams who know how to handle delicate technology shipments.
• Installation. Kiosk installations can be tricky. The team may need to configure and test the devices and, in some cases, train your staff in how to use, troubleshoot and maintain them. A good project partner will work ahead of time with the OEM to document the entire installation process.
• Support. All kiosks need regular maintenance and sometimes quick repairs. You’ll need a plan for routine maintenance services and to consider how you can respond in case a kiosk is broken, vandalized or in need of upgrades. Some logistics partners can support ongoing maintenance and break-fix services. Make sure you work with a provider that has a local presence for quick turnaround. Many kiosk programs also include 24/7 customer or employee support, something your partner might be able to help with.

Kiosks are already helping businesses get back to work and go about their everyday activities safely, quickly, and with greater transparency and visibility. As the technology evolves and the business case becomes even stronger, we’re likely to see rapid growth in this space.  

Peter Collier is vice president of technology products and services at SCI Group.