For Travel Professionals

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March 26, 2004 Designing Airport Kiosks That Work by Paul Sonderegger with Bruce D. Temkin, Nicole Belanger

This is an excerpt

Executive Summary

Airlines, hotels, retailers, and even fast-food chains are investing more in self-service kiosks. But to get the cost savings and increases in efficiency promised by these machines, firms must make sure the kiosks are easy to use — for a wide range of customers. Forrester's kiosk experience review applies research-backed criteria to examine the entire experience: software, hardware, and environment. Our research on the airline check-in process shows that United Air Lines' kiosks outperform those from American Airlines and Delta Air Lines — but there's significant room for all of them to improve.

TABLE OF CONTENTS

• Kiosks Need An Experience Checkup
• Evaluating The Airline Kiosk Experience

RECOMMENDATIONS

• Tips For Improving The Kiosk Experience
• Supplemental Material
• Related Research Documents

This is an excerpt