Self-service Devices
Part of Retail kiosks and self-service devices
Choosing a kiosk task shoppers can complete independently
Select a kiosk task by checking its answer, dependencies, accessibility, exceptions and the shopper’s finish point.
Assess a kiosk task by asking whether a shopper can reach a useful result without unplanned staff action. A strong first candidate has a clear question, a dependable answer, manageable exceptions and an obvious route to help. Count the full service, including any handover, not just the taps on screen.
Define one outcome
Start with a shopper’s question, such as “Where is this product?” or “Is my order ready?” Define the result the kiosk must provide. A product finder should distinguish a known location from uncertain stock information. An order-status screen should explain what the status means and what the shopper should do next.
Map the path from the first prompt to the final message. Identify the data source and owner for each step. A task dependent on a stock feed, staff approval and a printer has several possible stopping points. It may still be suitable if the store has a workable response to each one.
Mapping the path from prompt to result
- Identify the shopper’s questione.g., ‘Where is this product?’ or ‘Is my order ready?’
- Define the required outcomeClear result such as location, status explanation, or next action
- Map data sources and ownersInclude stock feeds, staff approval systems, printers, and ATO-compliant record-keeping if applicable
- Assess reliability at each stepEnsure each dependency has a fallback or resolution process
Compare candidate tasks
| Question | What to check |
|---|---|
| Can the answer be trusted? | Compare source records with representative items and exceptions. |
| Can the shopper act on it? | Check that the final screen provides a location, reference, confirmation or clear next step. |
| Can an error be corrected? | Provide a correction path and a way to reach staff. |
| Can shoppers access it? | Test the interface and proposed position with people who have relevant access needs. |
| Who completes any remaining work? | Name the staff role and handover route. |
Key criteria for evaluating kiosk tasks
- Can the answer be trusted?Compare source records with representative items and exceptions.
- Can the shopper act on it?Check that the final screen provides a location, reference, confirmation or clear next step.
- Can an error be corrected?Provide a correction path and a way to reach staff.
- Can shoppers access it?Test the interface and proposed position with people who have relevant access needs.
- Who completes any remaining work?Name the staff role and handover route.
Set a narrow first promise
For a product-search kiosk, “show the department and offer a stock check” may be a credible first task. “Guarantee the item is on this shelf” needs reliable evidence about both stock and location. An order confirmation is useful only if the store can retrieve and fulfil the order it represents.
Select one task and set a rule for revising it during a trial. Reconsider the task if shoppers regularly need staff to interpret the answer, exceptions have no owner or some users cannot complete it in an accessible way. Record why help was needed; screen use alone does not demonstrate independent completion.
Conditions for independent kiosk task completion
- Task is clearly definedOne specific outcome, not multiple or ambiguous goals
- Answer is trustworthy and verifiableBased on real-time or verified data from reliable sources
- Shopper can act on the resultFinal screen includes location, reference number, confirmation, or clear next step
- Accessibility meets Australian standardsComplies with Human Rights Commission guidelines for digital access
- Staff support path is clearVisible option to contact staff; handover process documented
