How to Create Great Kiosks

By Richard Kerr and Trent Mankelow

Recently I used an airline’s touch-screen kiosk to check-in, and made the mistake of touching the No button on the ‘dangerous goods’ screen. I’d anticipated that the question would be worded something like ‘Are you carrying any dangerous goods?’, like it would be if I was physically checking in. Unfortunately it wasn’t worded that way, and pressing No kicked me out of the system. An airline representative, who had been hovering nearby, moved in and cancelled the process. He then took us through the whole process again, this time doing every step for me. How embarrassing.

This got me thinking. Shouldn’t a successful self-service kiosk interaction be one where I can do it myself? Read more »