Kiosk Review

• Ergonomic factors.
• Onscreen navigation.
• The kiosk's ability to help the user feel in control.

We also evaluate the kiosk environment, including specific feedback on:

• The location and accessibility of the kiosk.
• The quality of the surrounding workspace.
• Pathways leading to the kiosk.

Our independent, research-based review establishes a benchmark for future evaluations of your kiosk or those of your competitors.

To sharpen your use of this new service channel, Forrester's Kiosk Review helps you:

• Assess the surrounding environment.
  No kiosk is an island. Is the machine integrated into the building's natural flow? Or is it tucked into an unused corner or perhaps stuck front-and-center where people see it when they don't need it? Clear signage and the physical layout of the workspace have a big impact on your customers' ability to find and use the kiosk.
• Evaluate your kiosk's integrated experience.
  User experience makes or breaks a kiosk's success. We examine how customers interact with your machine's software and hardware. Is the onscreen application easy to use? Do customers readily understand how to operate the machine, especially attachments like trackballs and card readers?
• Apply research-based criteria.
  Good design is about more than aesthetics. Ultimately, functionality determines the success of your kiosk program. The Kiosk Review examines your machine's compliance with leading principles of design, including ergonomics, human factors, signage design, wayfinding, and human-computer interaction.
• Experience your customers' point of view.
  Using three different scenarios, our analysts take on the roles of your customers and try to accomplish their goals at the kiosk, such as printing a gift registry or checking in for a flight that was booked online. Your kiosk is evaluated specifically within the context of each scenario.

Learn about our other Customer Experience Reviews

Find out about our hands-on Customer Experience Workshops