For Customer Experience Professionals

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	January 17, 2006 Best And Worst Of Kiosk Software, 2005 Forrester Applies Its Review Methodology To 12 Kiosks by Kerry Bodine with Nate L. Root, Janelle Johnson

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Executive Summary

Forrester used its updated Kiosk Software Review methodology to evaluate the software usability of 12 self-service kiosks in the financial services, photo, retail, and transportation industries. Bank of America's ATM was the only kiosk to pass our review, though retail checkout kiosks at Home Depot, Stop & Shop, and Wal-Mart almost made the grade. Photo-processing kiosks varied widely, from nearly passable to horrendous, and transportation industry kiosks came in dead last, struggling with usability issues other kiosks nailed.

TABLE OF CONTENTS

• Forrester Reviewed Usability Of Kiosk Software
• Only One Kiosk Passed Our Software Review
• A Few Best Practices Emerged

RECOMMENDATIONS

• Bring In Professionals For Kiosk Software Development
• Supplemental Material
• Related Research Documents

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