Automated service kiosk
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Automated Service Kiosk. Grant Approval CS 411 Spring 2006 Presented by: Mylène Cover Keegan Morrison 1 Ma y 2006. Team Organization. Hill Price General Manager. Mylène Cover Project Manager. Enrique Polanco Researcher Technical Writer. Keegan Morrison Hardware Specialist

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Automated service kiosk

Automated Service Kiosk

Grant Approval

CS 411

Spring 2006

Presented by:

Mylène Cover

Keegan Morrison

1 May 2006

CS 411 Red Group - A.S.K.


Team organization

Team Organization

Hill Price

General Manager

Mylène Cover

Project Manager

Enrique Polanco

Researcher

Technical Writer

Keegan Morrison

Hardware Specialist

Web Master

Jared Miller

GUI Programmer

Web Master

CS 411 Red Group - A.S.K.


Outline

Outline

  • Background

  • Societal Enhancements

  • Beta Testing

  • Project Scheduling Requirements

  • Project Budget

  • Prototype

CS 411 Red Group - A.S.K.


Societal problem defined

Societal Problem Defined

Poor customer service in retail is a cause for low customer retention.

CS 411 Red Group - A.S.K.


Automated service kiosk

Shopping Experience

CS 411 Red Group - A.S.K.


Automated service kiosk

Did you know…?

Poor customer service is on the top five list of reasons why businesses fail.

- Center for Entrepreneurship

CS 411 Red Group - A.S.K.

Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]


Automated service kiosk

Why do customers leave?

CS 411 Red Group - A.S.K.

CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]


Keep your customers

Keep your customers!

  • Repeat customers spend 33% more than new customers*

  • It costs 6% more to sell to a prospective customer than to an existing customer*

  • Referrals among repeat customers are 107% greater than new customers*

  • Customers are 50% more likely to be influenced by word-of-mouth as opposed to ads**

CS 411 Red Group - A.S.K.

*Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]

**Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]


Proposed solution defined goal

Proposed Solution Defined/Goal

Provide an in-store customer service terminal that will serve as an alternative source of knowledge and help for consumers.

CS 411 Red Group - A.S.K.


Project research objectives

Project Research Objectives

  • Design a friendly customer interface

  • Produce interface with inventory database

  • Design and organize queries to databases for product comparisons and search analyses

  • Create ability to notify customer of sales/coupons

CS 411 Red Group - A.S.K.


Solution characteristics

Solution Characteristics

  • Display all available items at specific store

    • Notify of stock availability

  • Produce a map of inventory general location

  • Compare products

  • Explain key terms/in depth or quick overview of product description

  • Analyze queries and hits/misses

  • Notify of sales/availability of coupons

  • Give customers an outlet for voicing in-store experiences

  • Provide option to queue up for additional assistance from associate

CS 411 Red Group - A.S.K.


A s k system

A.S.K. System

CS 411 Red Group - A.S.K.


Technical components

Technical Components

  • Touch screen monitor

  • ASK software

    • Thin clients

    • Inventory database interface

    • Internal database

  • Network connection

  • Server

CS 411 Red Group - A.S.K.


Scope

Scope

CS 411 Red Group - A.S.K.


A s k database overview

A.S.K. Database Overview

CS 411 Red Group - A.S.K.


A s k will not

A.S.K. will not…

  • Replace associates

  • Collect personal information from the shopper

  • Act as a point-of-sale device

  • Have autonomous inventory updates

CS 411 Red Group - A.S.K.


Benefits to retail

Benefits to Retail

  • 15% to 20% average increase in sales

  • Improve customer experience

    • Help is there when needed

    • Provide efficient help alternative

    • Decreased wait time

    • Improved response time

    • Immediate gratification

  • Better inform customers of products available

  • Analyze the inquiry process

  • Keep customers, increase sales, succeed! 

    • Increased customer satisfaction = increased sales

CS 411 Red Group - A.S.K.

Kiosk Market Sales [http://www.kioskmarketplace.com/news_story.htm?i=22182]

Inter-media Kiosks [http://www.intermediakiosks.com/news/03-09-26_pressrelease.html]


Societal importance

Societal Importance

  • Consumers increasingly using:

    • ATMs

    • Websites

    • Self-help Kiosks

  • New technology, low cost

  • Competition is technology and customer driven

  • Customers expect the newest and most effective tools

CS 411 Red Group - A.S.K.


Scientific merit technical innovations

Scientific Merit & Technical Innovations

  • Airlines – 1st to implement kiosks

    • Declining sales – need to bounce back

    • Good and bad of technology

      • Customers are happier

      • Customers expect similar, efficient technology in all aspects of their lives

  • Kiosk market booming:

    • Sales

    • Budget

  • Stores advised to target multi-channel consumers

CS 411 Red Group - A.S.K.


Customer operated kiosk market data

Customer-Operated Kiosk Market Data

CS 411 Red Group - A.S.K.

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Evaluation plan beta testing

Evaluation PlanBeta Testing

  • The following will be tested:

    • Product’s functionality

    • Product’s user-friendliness

    • User documentation

  • Each beta tester will receive the following:

    • Basic instructions

    • User Manual (in the form of the terminal’s online help system)

    • Sample walk-throughs of the product

    • Will include troubleshooting instructions

    • Designed in a user-friendly format

    • Feedback and Comment Form (in return for coupons, for example)

CS 411 Red Group - A.S.K.


Evaluation plan acceptance criteria

Evaluation PlanAcceptance Criteria

  • 75% of beta testing polls must react positively for the product to be considered a success

  • Success is when the following are obtained:

    • Functional prototype software

    • Functional prototype hardware

    • Functional integration of hardware and software

    • Technical documentation for software and hardware

    • Secured SBIR grant for Phase II

CS 411 Red Group - A.S.K.


Scheduling overview projected phase i

Scheduling OverviewProjected Phase I

CS 411 Red Group - A.S.K.


Scheduling overview projected phase ii

Scheduling OverviewProjected Phase II

CS 411 Red Group - A.S.K.


Scheduling overview projected phase iii

Scheduling OverviewProjected Phase III

CS 411 Red Group - A.S.K.


Budget overview phase ii personnel

Budget OverviewPhase II - Personnel

CS 411 Red Group - A.S.K.


Budget overview phase ii resources

Budget OverviewPhase II - Resources

CS 411 Red Group - A.S.K.


Budget overview phase iii personnel

Budget OverviewPhase III - Personnel

CS 411 Red Group - A.S.K.


Budget overview phase iii resources

Budget OverviewPhase III - Resources

CS 411 Red Group - A.S.K.


Deliverables phase 1

DeliverablesPhase 1

  • Assemble Team

  • Papers

    • Creative Writing Paper

    • Descriptive Writing Paper

    • Technical Supports Paper

    • Budget White Paper

    • User Manual

  • Prototype Design

  • Market Research

  • Project Website

  • Lab Prototype

  • SBIR Proposal (Phase II)

CS 411 Red Group - A.S.K.


A s k break even analysis

A.S.K. Break-Even Analysis

CS 411 Red Group - A.S.K.


Forum expert feedback

Forum/Expert Feedback

  • Of 550 people surveyed, 85% would go to a store if an A.S.K. was available

  • Managers at Radio Shack, Best Buy, and Office Max expressed interest in a product that would provide the functionality of A.S.K.

CS 411 Red Group - A.S.K.


Automated service kiosk

Happy Shopper = Profit for Store

CS 411 Red Group - A.S.K.


Wrap up

Wrap-up

  • Poor customer service is a problem

  • A.S.K. will:

    • Improve customer’s in-store experience

    • Help the store better meet customer needs

CS 411 Red Group - A.S.K.


Prototype practicality

Prototype: Practicality

  • Regular computer substituted for the kiosk during demo

  • Simplified database

  • Web server instead of an in-store server

CS 411 Red Group - A.S.K.


Ask prototype overview

ASK Prototype Overview

CS 411 Red Group - A.S.K.


Ask prototype database overview

ASK Prototype Database Overview

  • MySQL Database

  • Three tables

    • Comments

    • Glossary

    • Sales

  • Predictive Analysis Database

CS 411 Red Group - A.S.K.


Ask prototype database comments table

ASK Prototype Database Comments Table

  • Three fields

    • Date

    • Rating

    • Description

CS 411 Red Group - A.S.K.


Ask prototype database glossary table

ASK Prototype Database Glossary Table

  • Three fields

    • Word

    • Definition

    • Quantity of Queries

CS 411 Red Group - A.S.K.


Ask prototype database sales table

ASK Prototype Database Sales Table

  • Two fields

    • SKU: Stock Keeping Unit

    • Coupon

CS 411 Red Group - A.S.K.


Ask prototype database pad table

ASK Prototype Database PAD Table

  • Four fields

    • Date

    • SKU

    • Specific Kiosk Number

    • Items in Stock

CS 411 Red Group - A.S.K.


Store inventory database

Store Inventory Database

  • Eight fields (varies by store)

    • SKU

    • Name

    • Brand

    • Price

    • Category

    • Location

    • Number in Stock

    • Details

CS 411 Red Group - A.S.K.


Ask gui software

ASK GUI Software

  • HTML

  • PHP

  • Images:

    • Inkscape

    • The Gimp

  • MySQL

CS 411 Red Group - A.S.K.


Prototype demonstration

Prototype Demonstration

http://cs.odu.edu/~jmiller/ask/new/ask.php

CS 411 Red Group - A.S.K.


Automated service kiosk

CS 411 Red Group - A.S.K.


Backup 1 reasons businesses fail

Backup 1: Reasons Businesses Fail

5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud

4. Poorly Designed Business Model

3. Reliance on Critical Financing that Dries Up

2. Failure to Adapt to a Changing Market

AND THE #1 REASON? Management in Complete Denial…

CS 411 Red Group - A.S.K.

Belmont University: Center for Entrepreneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]


Backup 2 kiosk acceptance

Backup 2: Kiosk Acceptance

CS 411 Red Group - A.S.K.

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Backup 3 competition matrix available to associates

Backup 3:Competition Matrix Available to Associates

CS 411 Red Group - A.S.K.


Backup 4 forum results

Backup 4:Forum Results

  • Would you use A.S.K.?

    • 85% of respondents (n = 550) said YES

  • Respondent Testimonials

    • “ You could change the way stores work forever with an idea like this. It's awesome.”

    • “I think the best part is the item location in the store. I've had countless times when I went into a best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to know the exact location of everything, and this method would be much quicker and not waste a sales rep's time.”

CS 411 Red Group - A.S.K.


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