The Rise And Rise Of The Retail Kiosk

Fluid interactive experiences 

Creating convenience is often the driving force behind innovation. Customers instinctually want fluid interactive experiences and reward brands and ideas that offer them. The rise of the interactive retail kiosk is an example of this innovation in motion.


The hybrid shopping experience

Global lockdowns drove shoppers to use websites, apps, and other methods like click-and-collect to get necessities. This added pressure to companies that didn’t already offer an online strategy in their brick-and-mortar stores.  Once physical stores began to reopen, shoppers came back with new expectations they’d learned at home. Now they are looking for the same convenience and touchpoints they grew accustomed to during lockdown and the retail kiosk is helping to fulfil this need.

What does this mean for 2022? 

As customer experience strategies evolve, omnichannel methods continue to prioritise the consumer’s want for ease and simplicity. In fact, at this point, it’s no longer a want, it’s an expectation. This means that brands that offer innovative solutions in a seamless manner have a huge advantage in 2022 and beyond.

Autonomous checkouts

An autonomous retail kiosk offers hassle-free experiences that were pioneered by Amazon Go when they launched their cashier-less convenience stores in 2018. Since then, Amazon has expanded into the grocery market and more companies have emerged as frontrunners in this space, including McDonald’s, Coles and Woolworths in Australia. The prevalence of autonomous checkouts will grow substantially over the next year as more brands roll out the technology and fulfil the needs of their customers.

According to the 2021 State of Self-Checkout Experiences report, consumers are increasingly drawn to self-checkout over traditional checkout methods — 60% of the 1,000 American consumers surveyed said they prefer self-checkout over cashier-assisted checkout

The following are some reasons for the rise:

  • Retail kiosks shorten wait times during checkout
  • Self-checkout eliminates one (or two) human contacts
  • Self-checkout is another opportunity to drive revenue
  • Self-checkout kiosks are another conduit for your brand messaging
  • Stronger customer retention (Shorter wait times means happier customers)
  • Retail kiosks provide true choice (59.8% of customers do prefer self-checkout over cashier-led checkout)
  • Self-checkout will allow you to remain competitive Odds are that your competitors already have self-checkout options or will offer them in the near future.

Pick-up Lockers, 

A retail kiosk can be an order kiosk, a pick-up kiosk and a return kiosk. The following is a blurb from Home Depot about their “Order-Pick-Up Lockers”

No more waiting in lines. Customers register using their credit card on a mobile app or at an in-store kiosk. Once they have an account, they can collect or drop their items in the 24-hour outdoor express drop bin or in one of the in-store bins. When a customer orders online they receive a text message letting them know which locker to pick up their items via a 4-digit code. 

The other advantage to this technology is it can also be used to create a 24hr interactive stores selling last minute, or core brand items when the physical store is closed.

Self-serve Autonomous Checkouts

SandStar Grab-And-Go Smart Shop and Parlevel Systems Smart Fridge both allow customers to either scan a QR code or swipe a credit card to access the inside their self serve units. 

The machines allow the shopper to take a product from a shelf and examine it before making a purchase. When the product is removed from the shelf, a video screen above the door plays content related to that particular product.

Voice recognition

The customer also can ask questions and get answers about products, thanks to the machine’s voice recognition technology.

If the customer returns the product to the shelf, there is no purchase. If they remove the product, their payment account is billed automatically, thanks to the sensors embedded in the shelf.

And best of all, there is no need for the customer to press a button to use the machine.

The systems also provide real-time operational data and analytics to track inventory and schedule replenishment.

Interactive Retail Displays

Interactive retail displays will play a substantial role in providing a personalized and educational experience.

Not only does technology offer data collection capabilities, but incorporating creative interactive experiences excites shoppers and encourages discovery. Ultimately, creative interactive displays can lead to deeper consumer education, brand loyalty along with an increase in sales.

A global manufacturer of paints, coatings, and specialty materials, PPG, recognized the benefit of incorporating an interactive experience into its “Voices of Color ” retail advertising campaign.

Customers can use the interactive retail display to:

  • Scan paint chips and view the colour selections in a variety of environments and placements
  • Discover complementary colour recommendations
  • Email or save favourites that can later be pulled up on a device at home
To see more interactive retail displays check our work here. 

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