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