Self-service trends in 2010
By the end of 2009, there were almost 30,000 DVD-vending kiosks deployed, with more on the way. This application likely has surpassed the photo kiosk as the second-most visible symbol of self-service working, next to grocery self-checkout. Anticipating the next such "big thing" keeps all of us in the kiosk industry busy following the tweets and news in the hope of catching the next wave.Here is a roundup of 2010's potential suspects, from my point of view, divided into three market groups -- maturing, growth and new drivers.
Maturing market
Vending and reverse vending -- These are apps where customers put money in to get a product, with the DVD kiosk being a prime example. Reverse vending is where products/goods are deposited into a machine and money/credit is given to the customer. The ecoATM self-service e-cycling kiosks would be an example of this, and the TITO ticket and token redemption machines in Las Vegas are good examples as well.
Customer flow -- These are apps like check-in, ticketing, customer ordering and queue managment. Patient check-in terminals at clinics and hospitals are all the rage, and why shouldn't they be? They have a captive audience that requires the service (health) and is willing to pay for it (copay). Though we've said it before, I expect 2010 will seethe QSR and related segments hit their stride in this area, as well.
Ticketing -- As we enter 2010, the airlines are well into a major upgrade/update cycle for check-in kiosks, which by itself signifies maturity. Ticketing kiosks in entertainment venues such as movie chains alsoo are growing and are feeding the trend toward outdoor-rated terminals.
Financial services terminals for self-pay -- Kiosks featuring money-transfer and bill-payment applications, among others, saw double digit growth in 2009's weak economy. Look for that growth to continue in 2010 as the cash-preferred segment remains relevant.
Public services -- Many public services are being forced into the self-service kiosk camp simply as a matter of survival and existence. Drivers licensing centers, payment centers, information centers and many more are getting into the game.
By Craig Keefner
• 05 Jan 2010
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