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TRANSCRIPT
Where Do I Start?Kiosks &
Interactive Self Service 101
Ronald L. Bowers
SVP Business Development
Frank Mayer & Associates, Inc.
www.frankmayer.comwww.fmakiosks.com
Session Overview
General Overview of the Industry – research data, who’s
doing what, future projections
Defining Business Goals & Customer Experience – Qualifying
the reason for deployment
Understanding the value proposition for Retailer, Brand
Marketer, and the Customer
What to Consider – Hardware, Software, Services, Deployment
and Marketing
Identifying Technology benefits – Kiosks, Digital Signage,
Handhelds, etc.
Determining your goals while attending Self-Service Expo –
and how to accomplish them!
Q & A
97% increase in Kiosk installations from 2006 to 2009
39% increase in 2007 alone
39% of customers prefer Kiosks to reduce wait times
44% frustrated by lack of employees to help
71% of 18 to 24 year olds prefer Self-Service
64% of 24 to 35 year olds prefer Self-Service
12% increase in store sales by retailers using Kiosks
42% will choose stores because Kiosk’s are available
75% of purchase decisions made in the store
800,000 Kiosks installed by 2007
1,200,000 Kiosks by 2009
3,400,000 Kiosks by 2015 projected
Consider These Research Statistics:
Providing Custom Retail Kiosk Solutions For Over 30 Years
BMW Virtual Sales Center
Placed in BMW Showrooms.
State-of-the-art product information tool.
Access the BMW USA web-site directly from the VSC.
Updateable.
Selling tool for BMW dealers.
BMW Portable Wireless Kiosk
Innovative wireless technology
Carefully targeted message aimed at their target audience, and track it every step of the way.
Create a “buzz” for the X3 and collect prospect names.
Folds down for ease of transport to various locations.
Changeable graphic face to promote different programs.
Ford Kiosks
Ford SYNC Kiosk
Ford Trucks Kiosk
Giant Foods Shopping Solutions Kiosk
Scan items for price checks
Print valuable coupon offers
Scan BonusCard
Custom ordering
View details on all departments
Express ordering
Pre-order items
Receive receipt
Item locator
Search and print recipes
Giant Foods PSS Wall
Hand-held scanner devices
Charging wall
Customers can select a scanner and scan items as they put in their bag/cart.
They can then proceed to the self-checkout and return the scanner to the wall.
Nintendo Wii Tour Interactive
Taken on Wii Tour events across US to create excitement & educate.
Experience actual game play and the innovative technology.
Educate consumers on the new gaming system.
Rugged for cross-country travel.
Helio Mall Kiosk
Attracts consumers in the mall environment.
Communicates features/benefits of products and service.
Demonstrate “live” devices.
PPG Grand Distinction Kiosk
Interactive display that allows consumers to learn more about the Grand Distinction program and help guide them through the decision making process
Increase awareness of the brand
Educate consumers on the product line.
17” touch screen
John Deere Dealer Kiosk
The John Deere Dealer Kiosk allows consumers to apply for credit on-line.
Consumers can also access the John Deere Website and search through an inventory of products.
Dealers use the system to train store associates on the most current and regional specific information for products.
Employment Kiosks
Job applicant’s can apply through an on-line dedicated site.
Family Meds
Placed in doctor’s offices and clinics to increase convenience to customers.
Minimal footprint .
Adjustable height for easy access to keyboard.
ADA Compliant.
Future Projections: Define Success to You & Then Measure It!
An Introduction to Interactive Self-Service at Retail
Your opportunity to secure your objectives and formulate a successful interactive display strategy.
What is your retail channel?
What is important to the consumer experience?
How will a self-service experience impact your brand at retail?
Define all objectives
Business owner (store owner, franchiser)
Customer/consumer (person using the kiosk)
Shareholders (corporate impact, image)
Retail partners (products marketed in store)
Consider all technologies
Kiosks
Digital Signage
Handhelds
Displays / Signage
Use a “blended” approach
One size does not fit all
Consider different technologies
Customize your approach
Create a Business Model
Have You Really Determined Your Goals & Objectives
“Its Not the Shoes!”
“Its Not the Technology!!”
What are your reasons for deployment?
Sales Increase
Competition
Brand Loyalty
Improved Customer Service
Product Introduction and Trial
Have You Really Determined Your Goals & Objectives
Where will your business benefit? Better Retail Placement
Better Product Information for Customer
Real-time Retail Performance Feedback
How will this benefit Consumer, Retailer, and Brand Marketer? Product Knowledge Information
Brand Trial & Loyalty
Convenient Customer Service
Reduce Retailer Overhead Costs to Sales
Does Your Business Model Support the Pyramid Principle?
Are all three players gaining benefits? Short term – Long term
Scalable
Are you considering the total picture? Interactive Kiosks
Digital Signage
Handhelds
Flash Media Shelf Systems
Point-of-Purchase Displays
Signage
Build your solution to your needs
Customer
Retailer BrandMarketer
= =
=
Success Requires an Integrated Marketing Solution
Software & Content Development
Component Hardware
Channel Integration
Installation
Health & Heartbeat Monitoring
Real-Time Retail Performance Feedback
Updating a Scalable Solution
Retail Placement & Support Signage
Service and Maintenance
Hardware
Kiosks
Digital Signage
Software
Application Providers
Monitoring Services
Components
Displays, Computers, Printers, Keyboards
Allows you to “roll your own”
Services
Installation
On-Site service
What to Consider
How to Approach This Self-Service Expo to Your Benefit
Are You Experienced?…
Get Experienced Partners
… years in industry
… years at retail
… retail success
… retail failure
… industry recognition
… client testimonials
… working with successful partners
Define Success to You & Then Measure It
Defining the Application
Software Selection
Hardware Selection
Description Model
Plate
Amps
Plugged
into
UPS?
Qty per
12'
Qty per
10'
Total
Amps
per 12'
Kiosk
Total
Amps per
10' Kiosk
Outlets
per 12'
Kiosk
Outlest
per 10'
Kiosk
POS NCR 7452, 3001 7 yes 1 1
Keyboard - - 1 1
Signature Pad Ingenico N Touch 1000 yes 1 1 1 1
Cash Drawer NCR 2189 - - 2 2
Receipt Printer (plugs into NCR 7452?) NCR 7167-1015-9001 - - 1 1
Keyless Scanner & Cradle Symbol P370/P470 & PL 370-1022FB 0.4 yes 1 1
GE Telephones GE 29263GE1 - - 2 2
UPS APC SUA1500 12 - 1 1 12 12 1 1
IBM 15" Display Kit P/N 4820-5GN 1.6 yes 1 1
Cooling Fan 0.1 no 1 1 0.1 0.1 1 1
DSL Modem .1? yes 1 1
Router CheckPoint CPVE-X16 Edge 0.15 yes 1 1
Switch Cisco Catalyst 3550-24PWR .5 - 4.5 yes 1 1
Power Supply for Security Cameras i3 124A4-P9 4 no 1 1 4 4
Security Camera i3 dVR - i3-VDB045 - - 2 2
DVM for Cameras i3 DVR 5 no 1 1 5 5
Keyboard A Open KB-858B - - 1 1
Mouse A Open O-75B - - 1 1
Monitor? ? ? ?
DVD Player JVC XV N320B 0.1 no 1 1 0.1 0.1 1 1
30" LCD Monitors Dell W3000 1.8 no 1 1 1.8 1.8 1 1
Speaker Set for Dell Monitor - - 1 1
30" LCD Monitors Phillips 300WN5VB/27 1.8 no 1 1 1.8 1.8 1 1
Speaker Set for Phillips Monitor - - 1 1
AV Distribution Amp AV 400SV 0.1 no 1 1 0.1 0.1 1 1
12 foot shielded S-video Cables - - 2 2
3 foot shielded S-video cables - - 1 1
12 foot shielded audio cables - - 2 2
3 foot shielded audio cables - - 1 1
7 7 Total Outlets Needed Per Island
Interactive Kiosk IBM Anyplace 2210-220223 1.4 yes 4 3 4 3
Printer Swecoin TTP 8200 3.2 yes 4 3 4 3
Paper Rolls - - 27 21
Keyboard Storm 2210 - - 4 3
UPS APC SUA1000 12 - 4 3 48 36
Cooling Fan 0.1 no 4 3 0.4 0.3 4 3
Lights 9 9 1 1 9 7.5
TOTAL 82.3 68.7
Enclosure Design
ADA Compliant
Engineering
UL Certification
Prototype / Test Run
Production Run
Configuration & Testing Documents
Assembly and Integration Guidelines
Integration Procedures for XXXXX Kiosk, Job # XXXX
Prepare Components
1. Run the following cables through the right-hand side (as you face the kiosk) vertical
tube:
Video cable (blue connectors).
Serial touchscreen cable (green connectors). Make sure the male end exits the top of
the tube.
Power cable for the monitor. Make sure the female end exits the top of the tube.
Audio extension cable. Make sure the female end exits the top of the tube.
USB extension cable. Make sure the female end exits the top of the tube.
2. Run the following cables through the left-hand side (as you face the kiosk) vertical
tube and then through the horizontal cross tube:
Keyboard extension cable (labeled keyboard). Make sure the female end exits the top
of the tube.
Trackball extension cable (labeled mouse). Make sure the female end exits the top of
the tube.
3. Slot the volume control knob on the speakers.
4. Apply the service phone number decal (supplied by John Deere) to the outside of the
case weldment access door just below the lock.
Install Components
1. Install the computer (two vents facing down) and peripherals into kiosk and carefully
route the cables. (See photos). Each PC is pre-configured for a specific dealer
location. Label kiosk with the same number as found on the PC’s asset tag. Adhere
this label to the inside of the case weldment access door towards the bottom. Two
separate asset tags are included with each PC. Adhere these tags to the serial number
tracking sheet. Record the touchscreen’s serial number on this same sheet.
2. Plug the keyboard’s keyboard cable (purple connector) into the extension cable
labeled keyboard.
3. Plug the keyboard’s trackball cable (green connector) into the extension cable labeled
mouse.
4. Plug the speaker’s USB cable into the USB extension cable. Plug the speaker’s audio
cable into the audio extension cable. Push the speaker’s power button in. Set the
volume to the ¾ setting (7th
dot from the left).
5. Plug the power cable into the monitor’s power supply. Plug the power supply into the
back of the monitor. Plug the touchscreen cable (green connector) into the back of the
monitor (green port). Plug the monitor cable (blue connector) into the back of the
monitor (blue port). Plug the OSD remote into the OSD port on the monitor.
6. Connect the following to the back of the PC:
Touchscreen cable (green connector) to Com 1.
Monitor cable (blue connector) to blue monitor port.
Keyboard cable (labeled keyboard) to purple keyboard port
Wiring Schematics
Shipping / Installation
Assembly, Warehouse & Distribution Facility
Large Assembly area for flexible scheduling and multiple program rollouts.
Barcode, Inventory and Warehousing
Kiosks are inventoried on our computer tracking system.
Our barcode inventory tracking system provides timely, accurate inventory reports.
Kiosks are warehoused in our climate controlled 250,000 square foot warehouse.
All hardware components are stored in secure areas for each project.
Customer Service
Deliver customer satisfaction, quality and service.
provide information / answer questions
arrange for shipment of replacement parts and components.
arrange for service calls
Success Points of Differentiation
Does the program compliment brand marketing & media advertising?
Does the consumer see continuity of brand purpose at retail?
Is there a focused “Call to Action”?
Can the consumer intuitively navigate to product purchase?
Does the self service system aid and compliment retail associate interaction?
Will the system maintain the real estate given by the retailer?
How to Approach This Self-Service Expo to Your Benefit
Be Software, Hardware & Service Agnostic
Focus on Your Marketing Objectives
Branding
Design
Presence at retail
Convenience
“Call-to-action”
Experienced Team Approach
Consider the customer
Pre-Marketing
Make it easy, intuitive
Signage, displays
Location, Location, Location
Consider the employee
Get them on your side
Make them part of the process
Consider the changes / updates
Improvements will be made
No deployment is perfect, be prepared
New content needs to be updated
Things NOT to forget
…Where to begin – Your business plan
…What to look at – Components that will support
your business plan
…How to stay focused – Consider an integrated
solution with your business plan goals in mind
Zooming In…
Ronald L. Bowers
SVP Business Development
Frank Mayer & Associates, Inc.
1975 Wisconsin Ave.
Grafton, WI 53024-2605
(800) 225-3987