Developing Software for the Self-Service Industry
Kiosk & Ticketing

Developing Software for the Self-Service Industry

Written by John Bailey and Seth Burger Posted January 9, 2015 by Carolina
John Bailey

John Bailey

 As companies increase the use of self-service kiosks, they will also require custom software that integrates flawlessly with existing devices and back-end support software. Many industries, such as retail, gaming, travel, hospitality, banking, finance, food service, and healthcare are adopting at least some aspect of self-service as part of a continued push to improve customer engagement. According to a self-service consumer survey by Networld Alliance and reported by Four Winds Interactive in an article titled Important Trends and Statistics for the Self-service Kiosk, 89% of U.S. adults use automated self-service kiosks at least some of the time. It is this preference by consumers that gives truth to the report by bccReaserch in which they say self-service technologies are expected to grow to 33.8 million units by 2015. With the right software, developers can find themselves on the forefront of the market.

The self-service kiosk is meant to be a quick and convenient way for the customer to complete a function. Many modern kiosks incorporate touch-screen capabilities which will need to be accounted for when creating the user interface for these devices. The UI must be user-friendly in terms of navigation and ease-of-use. The design should be as simple as possible, with clearly labeled buttons, ample use of white space, and a clean design that is free from unnecessary clutter. Following these tactics promotes a better User Experience (UX) and will make customers more inclined to use the kiosk again. Finally, it will be important to make sure the software integrates smoothly with the kiosk to avoid extensive lag, slow loading time, and slow response times at the point of access. Self-service kiosks are meant to be convenient; hence, users have low tolerance for technological disconnection and will be turned off to the system entirely if use of the device is more inconvenient than interacting with an employee.

Customer Engagement – Retail, Hospitality, & Travel

Although the gaming and banking industries have had a long relationship with kiosks as a form of customer engagement, other industries are now starting to adopt the trend as a convenient and simple way to improve customer experiences. For example, the retail, hospitality, and travel industries use self-service kiosks engage customers, improve consumer loyalty, and increase sales through self-checkout, price check, and interactive displays. These kiosks help entities reduce overhead costs, maximize available space, and increase transactions per hour, while simultaneously improving customer satisfaction by minimizing wait time at the point of interaction.

Software Development  for the Self-Service Industry Human Capital Management

Many enterprises incorporate self-service employee and applicant management kiosks as a part of their HCM strategies. Job application processing kiosks provide interested applicants with a convenient way to apply for positions and access information about available positions. Employee management kiosks allow existing employees to gain quick access to pertinent employee benefits information, manage time-in-attendance, and update personal data in a secure location.


Much like the hospitality and retail industries, the healthcare industry uses kiosks to improve patient experience. Healthcare kiosks grant patients access to a secure way to register for necessary medical services while providing personal medical information such as chief complaint, medical history, allergy information, and insurance data. These kiosks can increase the accuracy of information and speed the check-in process for patients at the point of care. This is especially pertinent for urgent care and emergency care facilities where extensive wait times can discourage patients from seeking necessary medical attention. For kiosks in the healthcare industry, it is important that the kiosk's software integrates smoothly with back-end software to allow for a more seamless transition between point of transaction and the delivery of services.

The interactive self-service kiosk industry is constantly evolving to meet the needs of consumers. As a software provider, you will need to be ready to address those needs effectively by providing the easy-to-use software the consumer wants while incorporating the numerous features the kiosk owners need to keep their business profitable.


Chetu, Inc. does not affect the opinion of this article. Any mention of specific names for software, companies or individuals does not constitute an endorsement from either party unless otherwise specified. All case studies were written with the full cooperation, knowledge and participation of the individuals mentioned.

Chetu's Kiosk team implements solutions for the Kiosk Industry. Chetu differentiates itself in providing industry specific expertise combined with its low cost, high productivity model. You can find more information about the portfolio of our Kiosk experience at:

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