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Best Practice Guide for Deploying the Interactive Kiosk™

This guide defines best practice strategies, tactics, and approaches from thousands of successful installations that customer experience leaders can easily apply to ensure a successful deployment.

1. Kiosk Visibility

DO • Leverage multiple kiosks in order to provide users

an intuitive understanding of where to go and drive user adoption

• Display in a highly visible area—such as near an entrance—or in a customer service area—such as service desk

• Implement the best mounting option for your space and your customer needs—table mounts are ideal for desks and counters, while floor stands are better suited for lobbies and check-in areas

• Consider lighting conditions and adjust iPad brightness setting as needed

• Keep the scanning light always-on for added visibility and as a call-to-action for customers

• Keep the screen clean of fingerprints by wiping it down after each shift or during regular intervals

DON’T

• Obstruct the kiosk with objects, such as a clothing rack or sign

• Place the kiosk in a hard to reach area—such as behind a table—or too close to another object

• Place objects on top of the device (e.g., hand sanitizer bottles)

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2. Signage

DO

• Provide useful signs with instructions that:

o are large & easy to read

o are clear & concise (e.g. CHECK IN HERE)

o direct customers to the kiosk or desired area (e.g. footprints)

o prepare customers for what they need (e.g. HAVE YOUR ID READY)

DON’T

• Put signs directly on the kiosk, especially if they obstruct the screen

• Rely on a single sign, especially in larger spaces

• Use signage to instruct on-screen interactions (implement these within the apps themselves)

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3. Communication • Email customers informing them of your

new kiosk experience to increase uptake

• Clearly communicate on-screen and scanning interactions with customers in the app (e.g. SCAN HERE)

• Try stationing a staff member in close proximity to the kiosk to direct customers (See quote below)

• Show staff how the new customer experience works by letting them get familiar with the kiosk & app

4. Accessibility • Add Aila’s ADA-compliant floor stand

for both standing and wheelchair users to easily access the kiosk

• Identify whether a speech recognition feature would help your customers complete tasks easier

• Consider voice overlays as an additional prompt to help users through the app workflow

• Keep hand sanitizer nearby, especially in a healthcare setting

Hello, have you tried using our new self-service kiosk? It’s a fast & easy way to check-in.”

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5. Deployment KPIs • Set S.M.A.R.T. goals for your pilot and

deployment: Specific, Measurable, Attainable, Relevant and Timely

• Define specific success criteria for your installation in the following areas:

o Customer experience o Business outcomes o Efficiencies o Compliance o Accurate data collection

• Conduct user testing on your software

application prior to and during deployment

• Prepare customers and staff for the new kiosk experience before measuring engagement KPIs

6. App Implementation • Keep the Aila framework initialized and

software updated

• Regularly visit Aila’s Customer Portal for the latest documentation and code snippets

• Follow general UX/UI best practices in your software applications

• Provide a splash screen with large call-to-action (e.g. START HERE)

• Implement a Mobile Device Management solution to protect data and keep software up-to-date remotely

7. Deployment Timeline

• Develop a timeline that includes lead times for shipping and staging

• Pilot with multiple kiosks at predefined locations

• Determine if you require ISVs, hardware installers and/or peripherals