The Rise of the Self-Service Economy
The COVID-19 pandemic sped up self-service technology adoption across industries. Various sectors, such as retail, hospitality and transportation, have quickly integrated self-service technology to reduce human contact, boost efficiency and even improve customer experience. A Customer Service Leaders 2024 report from Gartner states that 38% of millennial and Gen Z customers prefer “self-service or no service.” As these younger generations grow, organisations face increasing pressure to improve their self-service capabilities.
Types of Self-Service Kiosks
Today’s self-service kiosks are used in various industries to perform specific tasks and ensure efficient customer interactions. Self-service devices vary in appearance and functionality. Freestanding kiosks are easily seen in large spaces such as airports, where they are typically larger to accommodate more complex tasks. These tasks often require bigger screens for clear navigation through multiple steps, such as checking in for a flight, scanning passports, and printing boarding passes. The additional space also allows for more advanced hardware components, including passport readers, biometric scanners, and printers, all essential for handling complex processes.
On the other hand, smaller kiosks are more commonly found in public transport stations or in-store self-service. These kiosks are designed for simpler tasks like ticket purchasing or verification. Since these functions require fewer steps, the smaller screens and compact designs suffice. These smaller units streamline quick transactions, allowing users to complete tasks efficiently without extensive interaction or large hardware setups.
Benefits of Self-Service Technology
While self-service tools require an upfront investment, they save time and resources in the long run. The benefits of self-service technology include:
Enhanced Security
Perform secure ID verification and document scanning, enhancing overall security.
Cost Efficiency
Reduces the need for staff.
Data Accuracy
Ensures accurate data entry and processing, reducing human errors.Reducing Waiting Times: Streamlines processes for faster service, improving customer experiences.
Many Applications of Self-Service Kiosks
Self-service kiosks come in various configurations and capacities, with the most common use cases being:
Customer ID and Registration: Public and semi-public offices receive numerous visitors daily. Laxton kiosks streamline office administrative tasks by allowing visitors to input personal details, enhancing ID verification and other processes.
Border Control Authentication and Verification:
Kiosks can be used at land, air and sea borders. Laxton kiosks streamline border control by enabling self-check-in and passport scanning, freeing ground staff and reducing long waiting times. Self-Service: Automation in institutions such as banks enables employees to concentrate on more complex and value-added tasks. Cashing cheques, withdrawals, and deposits can all be accomplished without assistance. The Automated Teller Machine (ATM) is one of the pioneering applications of the self-service revolution.
Applicant Kiosk
A self-service kiosk for high-traffic locations
Biometrics Unleash the Power of Self-Service
The COVID-19 pandemic sped up self-service technology adoption across industries. Various sectors, such as retail, hospitality and transportation, have quickly integrated self-service technology to reduce human contact, boost efficiency and even improve customer experience. A Customer Service Leaders 2024 report from Gartner states that 38% of millennial and Gen Z customers prefer “self-service or no service.” As these younger generations grow, organisations face increasing pressure to improve their self-service capabilities.
Biometric technology is essential for modern ID systems because it enhances security. Unlike access cards or PINs, biometric identifiers such as fingerprints and facial recognition are unique and cannot be lost or stolen. This ensures superior access control and provides a smooth user experience.
High-traffic locations benefit from biometric registration terminals, reducing wait times and streamlining the process; however, these self-service kiosks must be user-friendly and accessible to all. It’s essential to consider user needs to ensure a seamless experience. For example, visually impaired people may struggle with iris scanners, and deaf individuals may miss audio instructions. The design and accessibility should provide a positive user experience to encourage adoption.
Enhancing Airport Experiences
Self-service is crucial for border control to ensure safety and efficient checks. Pre-enrolment helps manage the increasing number of travellers and reduces wait times at immigration. Kiosks reduce lines at border checkpoints, improving the traveller experience. Passengers can also independently perform procedures while being monitored remotely, with clear and consistent messaging that users can understand in a step-by-step flow. Entering data directly into the kiosk reduces the chance of error and miscommunication, decreasing the need for ground personnel and allowing border guards to focus on decision-making and other critical tasks.
Will Kiosks Replace Staff?
Automated resources like kiosks allow businesses to address complex problems while saving time on repetitive tasks. This self-service requires less lengthy interactions with staff; however, less human interaction can reduce personalised service and assistance. It can also mean fewer job opportunities and less customer engagement, affecting worker satisfaction. In airports, kiosks are increasingly used to simplify border control processes. Automated passport control allows travellers to scan their passports, answer entry questions, and even provide biometric data, thus enhancing the security and efficiency of border control operations.
However, businesses and airports still require their team members to assist with issues. While kiosks can help manage front-of-house tasks, they need supervision and maintenance and cannot replace employees for addressing queries. For instance, airport staff must handle complex immigration queries and security issues and assist travellers with special needs. Therefore, self-service kiosks serve as a supplement to staff rather than a replacement.
Transform Your Service Model
As technology continues to evolve, self-service kiosks will expand their capabilities and applications, particularly with the integration of biometrics. These advancements will improve service delivery and operational efficiency, making processes smoother and more secure. According to McKinsey & Company, 79% of consumers plan to maintain or increase their use of self-service options. For organisations, adopting this technology is crucial to remain competitive and meet their customers’ rising expectations.
Frequently Asked Questions
What are the main advantages of self-service kiosks in airports?
Self-service kiosks in airports offer greater convenience by allowing passengers to handle complex tasks like check-in, passport scanning, and boarding pass printing on their own. This reduces waiting times, improves efficiency, and helps manage large crowds. The larger screens and integrated hardware components make it easier to navigate the multi-step processes, enhancing the overall airport experience.
How do smaller kiosks differ from larger ones in terms of functionality?
Smaller kiosks, like those used in public transport stations, are typically designed for simpler tasks such as ticket purchasing and identity verification. They have compact screens and require fewer hardware components, making them ideal for quick transactions in areas with limited space. Larger kiosks, often found in airports, are built to handle more complex operations, which necessitate bigger screens, biometric scanners, and other equipment.
Why is biometric technology important in self-service kiosks?
Biometric technology enhances security by using unique identifiers like fingerprints or facial recognition, which cannot be lost or stolen like traditional access cards or PINs. This ensures that only authorised individuals can access certain services, making the process more secure while providing a seamless and personalised experience for users.
What industries benefit most from self-service kiosks?
Self-service kiosks are widely used in industries such as retail, hospitality, transportation, banking, and government services. Airports, in particular, benefit from kiosks for tasks like check-ins and border control, while retail stores and banks use them for customer service and transactions. These kiosks streamline operations, improve efficiency, and offer a better customer experience across various sectors.
Will self-service kiosks replace human staff?
Self-service kiosks are meant to complement staff rather than replace them entirely. While they reduce the need for human interaction in repetitive tasks, such as check-ins or ticket purchases, staff are still required for more complex tasks, customer support, and technical issues. Kiosks enhance efficiency but cannot replicate the personalised service that some customers need.
