Self service kiosks are everywhere

The Frankfurt airport in Germany has Nespresso Coffee kiosks. They brew coffee.



The canteen at Copenhagen Business School in Denmark has a self-checkout system. It tells how much I should pay.



The Max, a fast food restaurant in Stockholm, Sweden, has a do-it-yourself kiosk stand. It receives orders.



A hotel in Oslo, Norway, has a self service kiosk reception. Doors open only when reservation information is entered.



Self service kiosks are everywhere in Europe. They benefit managers and customersManagers lower labor cost and customers avoid unnecessary relationships companies hoped for. However, self service kiosks have two weaknesses. Gretchen Gavett elaborated them in his article titled How Self-Service Kiosks Are Changing Customer Behavior.


… Technology lacks flexibility. When we’re interacting with a person and we’re having trouble understanding something, the person can adjust to us. If we’re having a misunderstanding, they can help clarify it. Technology really can’t do either of these things.

… A person has the ability to delight us or disappoint us. It’s really hard for a technology to ever delight, however, because it’s standardized and is built on a set of rules. But it is possible for technologies to disappoint us.


Neal’s Yard Dairy, a cheese store at the Borough market in London, UK, shows how and why people outperform kiosks. Customers should talk to the person over the counter to buy cheese in this store. While having conversation with another human being, customers learn what to buy and they are relieved or excited. Only people educate AND delight us at the same time. Kiosks cannot.