Integrating kiosks with mobile apps to generate more revenue

In the hotly competitive self-service world, kiosks and mobile apps continue to elbow each other for dominance in the marketplace as consumers seek more convenience and restaurants work to enhance the dining experience.

“Diners have long gravitated to technology that is easy to use and meshes seamlessly with their daily lives,” said Jegil Dugger, founder and CEO of leading technology firm Pye. “That’s what kiosks in restaurants have done. The strides that these devices have made in recent years – and will continue to make – will only further bolster their position in people’s eyes.”

Kiosks and apps are major money makers. Revenue generated by kiosks in North America was forecasted to jump a 6.1 percent compound annual growth rate to $4.4 billion by the end of 2024, according to research firm Transparency Market Research (TMR). The United States has led the growth, thanks to the presence of established deployers, accounting for a revenue share of close to 90 percent in the North America kiosk market in 2015.

Self-service kiosks and mobile apps can integrate seamlessly to provide a cohesive and user-friendly experience. Here’s how:

1. User authentication and account syncing

Mobile app login on kiosks: Users can log in to a self-service kiosk using their mobile app credentials via QR codes, near-field communication (NFC) or manually entering details. This allows the kiosk to retrieve the user’s preferences and account information.
Single sign-on (SSO): If a user is logged into a mobile app, they can transfer their session to a nearby kiosk without needing to reauthenticate.

2. QR code and NFC pairing

Order continuity: Users can initiate an order on their mobile app, then scan a QR code on the kiosk to continue or finalize the process.
Payment processing: Some kiosks support mobile wallet payments (like Apple Pay, Google Pay) or allow users to confirm payments via their app.

3. Data sharing for personalization

User preferences: The kiosk pulls user-specific settings, such as past orders, preferences or loyalty rewards, directly from the mobile app.
Personalized recommendations: Data from the app enhances kiosk recommendations, ensuring they align with user history.

4. Seamless transactions

Order management: After placing an order on the app, users can pick up items using the kiosk. For example:
Check-in: Users check in at the kiosk for pre-orders or pickup using a unique code or by proximity detection.
Real-time updates: Changes made on the app (e.g., modifying an order) are reflected at the kiosk instantly.

5. Integrated loyalty programs

Points and rewards: Kiosks and apps share loyalty program data. For instance, users earn points for kiosk orders that are instantly visible in the app.
Coupons and offers: Mobile apps can push digital coupons to kiosks for redemption.

6. Remote queue and reservation management

Queue status: Users can use the mobile app to join a queue or book a service, and the kiosk displays the current status or allows users to check in.
Time savings: Integration eliminates the need for manual kiosk interactions if tasks can be pre-configured on the app.

7. Push notifications and updates

Transaction receipts: Once a transaction is completed on the kiosk, a receipt or order confirmation is sent directly to the app.
Real-time alerts: Apps notify users about order status, estimated wait times or pickup readiness.

“In a short time, kiosks have proven immensely valuable to businesses and consumers alike,” Dugger said. “These devices have revolutionized the way many businesses that deploy them operate – restaurants, retailers, etc.

“When kiosks first came along, there was a learning curve for users. It took them some time to figure them out. As time has gone on, kiosks are everywhere. Exposure has helped people understand the technology and become more comfortable with it. Kiosks no longer are seen as potential obstacles, but rather as necessities.”