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2 key factors in kiosk software development: Part 2

March 6, 2012 by Natsumi Nakamura — Marketing, PFU Systems

There are two key factors in kiosk software development that maximize the return on an organization's kiosk and IT investment – an effective user interface and a seamless integration process. In the previous post, we discussed the criteria for the kiosk user interface in order to enhance the user or customer's experience. In part 2 of this series, we will discuss the second key factor: integration of the new kiosk application into the organization's existing system.

Kiosks rarely operate independent of the rest of the other systems within an organization. In most cases, kiosks and other systems such as CRM system and product database, transact with each other and share information such as customer and product data. A kiosk manager needs to make sure that the integration is successful by ensuring that it is seamless, secure and timely.

The most crucial component to success is communication. First, a project manager will need to identify all of the stakeholders such as IT department, marketing, software service vendors of the existing systems, hosting company, etc. Starting conversations with each stakeholder early in the project will help to facilitate a seamless integration.

The following items should be discussed amongst all stakeholders:

Schedule

It is impossible for an IT manager to handle kiosk integration when the IT team is occupied with a major project, such as migrating the corporate system to a new server. Make sure to reach an agreement with the IT department on the timing of the integration and oversee the process with the IT manager.

IT policies

It is important that a kiosk system is aligned with an organization's IT strategy and compliant with the policy and standards in place. Keeping the kiosk secure and reliable is particularly important because any security related issues such as a data breach or frequent system failures could result in serious damage to the business and reputation.

Data Management

The kiosk architect needs to determine what data will be exchanged between the kiosk and the backend systems. For example, if kiosks need to access the company's customer database, the following questions should be answered:

What customer information (e.g. name, address, age, and so on) needs to be accessed?
What is the data format?
Which level of data access permission is required?
How to keep the data accurate and updated

Cross-channel integration

More and more companies are aware of the importance of a well-executed cross-channel strategy. Providing a kiosk user interface that is consistent with the brand image - the look, feel, and experience of company's existing channels such as website and mobile site - helps to reduce confusion and increase customer loyalty.