Blog

Rework and the self-service advantage

November 22, 2013 by Laura Miller — Director of Marketing, Kioware

Speed. Dexterity. Change. The ability to move quickly in a dynamic and ever changing market. The authors of Rework advocate for such things in a section titled "Planning is guessing". Their premise is that "Plans are inconsistent with improvisation. And you have to be able to improvise." The ability to change direction mid-course is one that is increasingly important in the dynamic environment in which we live.

The self-service industry is uniquely positioned to take advantage of the need to change direction quickly. Converting paper systems and offline messaging into digital mediums can open up a plethora of options with regard to nimble and agile changes. In particular, any electronic medium that allows for a speedy deployment of new art, messaging, features, questions, processes, discounts, etc., is an asset.

Some examples of quickly modified self-service products include kiosk systems that allow for universal and remote updating, digital signage with the ability to update across the world without additional print costs, and pricing displays that update in real time. These are only a few of the opportunities for the self service industry to help clients as they respond to market change, technological advances, and industry requirements with lightning fast speed.

Even within the world of self-service, it is important to remember that software updates come quickly and can change the capabilities, limitations, and usage of hardware. For instance, setting up and utilizing kiosks that allow for patient information collection and distribution is only the tip of the iceberg with regard to what that device may be capable of in future given the speed at which applications are developed.

Friend and Hansson (the authors of Rework and the founders of 37signals) write that while thinking about the future and future obstacles is a worthwhile endeavor, it is more important to "Figure out the next most important thing and do that". What is the next most important thing in your client's world and how can self-service help them accomplish it?

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