The project aimed to address the underperformance of compact kiosks by conducting a thorough competitor analysis. The objective was to assess how high-street competitors and industry leaders in express and compact terminal services optimise their offerings. Insights from this analysis would inform software and user experience refinements, ultimately improving customer satisfaction and kiosk efficiency.
Challenges
Underperformance of Compact Kiosks: The current kiosks did not meet performance benchmarks, potentially due to UX issues or limited service offerings compared to competitors.
Feature Gaps: Understanding which features or service elements were absent or inadequate in the current compact kiosks.
Benchmarking: Exploring how competitors tailored their compact terminal experiences to meet diverse customer needs effectively.
Solution
The solution involved conducting a detailed analysis of 12 competitors, spanning industries like betting, retail, food service, and banking. The investigation focused on identifying best practices and standout features of compact kiosks, examining criteria such as hardware usability, software interface, payment options, and integration of loyalty systems.
Results
Following the competitor analysis, key recommendations were made to enhance customer experience. The refinements were projected to increase user engagement, improve transaction rates, and align the compact kiosks with industry-leading practices.