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Automated Service Kiosk

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

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  1. 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.

  2. 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.

  3. Outline • Background • Societal Enhancements • Beta Testing • Project Scheduling Requirements • Project Budget • Prototype CS 411 Red Group - A.S.K.

  4. Societal Problem Defined Poor customer service in retail is a cause for low customer retention. CS 411 Red Group - A.S.K.

  5. Shopping Experience CS 411 Red Group - A.S.K.

  6. 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 ]

  7. Why do customers leave? CS 411 Red Group - A.S.K. CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]

  8. 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]

  9. 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.

  10. 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.

  11. 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.

  12. A.S.K. System CS 411 Red Group - A.S.K.

  13. Technical Components • Touch screen monitor • ASK software • Thin clients • Inventory database interface • Internal database • Network connection • Server CS 411 Red Group - A.S.K.

  14. Scope CS 411 Red Group - A.S.K.

  15. A.S.K. Database Overview CS 411 Red Group - A.S.K.

  16. 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.

  17. 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]

  18. 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.

  19. 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.

  20. Customer-Operated Kiosk Market Data CS 411 Red Group - A.S.K. JBS Interactive [http://www.jbsinteractive.com/opportunities.html]

  21. 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.

  22. 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.

  23. Scheduling OverviewProjected Phase I CS 411 Red Group - A.S.K.

  24. Scheduling OverviewProjected Phase II CS 411 Red Group - A.S.K.

  25. Scheduling OverviewProjected Phase III CS 411 Red Group - A.S.K.

  26. Budget OverviewPhase II - Personnel CS 411 Red Group - A.S.K.

  27. Budget OverviewPhase II - Resources CS 411 Red Group - A.S.K.

  28. Budget OverviewPhase III - Personnel CS 411 Red Group - A.S.K.

  29. Budget OverviewPhase III - Resources CS 411 Red Group - A.S.K.

  30. 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.

  31. A.S.K. Break-Even Analysis CS 411 Red Group - A.S.K.

  32. 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.

  33. Happy Shopper = Profit for Store CS 411 Red Group - A.S.K.

  34. 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.

  35. 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.

  36. ASK Prototype Overview CS 411 Red Group - A.S.K.

  37. ASK Prototype Database Overview • MySQL Database • Three tables • Comments • Glossary • Sales • Predictive Analysis Database CS 411 Red Group - A.S.K.

  38. ASK Prototype Database Comments Table • Three fields • Date • Rating • Description CS 411 Red Group - A.S.K.

  39. ASK Prototype Database Glossary Table • Three fields • Word • Definition • Quantity of Queries CS 411 Red Group - A.S.K.

  40. ASK Prototype Database Sales Table • Two fields • SKU: Stock Keeping Unit • Coupon CS 411 Red Group - A.S.K.

  41. ASK Prototype Database PAD Table • Four fields • Date • SKU • Specific Kiosk Number • Items in Stock CS 411 Red Group - A.S.K.

  42. 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.

  43. ASK GUI Software • HTML • PHP • Images: • Inkscape • The Gimp • MySQL CS 411 Red Group - A.S.K.

  44. Prototype Demonstration http://cs.odu.edu/~jmiller/ask/new/ask.php CS 411 Red Group - A.S.K.

  45. CS 411 Red Group - A.S.K.

  46. 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 ]

  47. Backup 2: Kiosk Acceptance CS 411 Red Group - A.S.K. JBS Interactive [http://www.jbsinteractive.com/opportunities.html]

  48. Backup 3:Competition Matrix Available to Associates CS 411 Red Group - A.S.K.

  49. 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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