GRADUATION DEGREE PROJECT

Designing a family of kiosk for industrial use, retail

shops, airports & others

Sponsor: DESIGNOBJECTS

Volume: 1 of 1

Student: SHREYA KARMAKAR

Programme: BACHELOR OF DESIGN (B. DES.)

Guide: SUDIP ADHIKARY

2023
INDUSTRIAL DESIGN
 The Evaluation Jury recommends Shreya Karmakar for the Bachelor of Design (B. Des.) Degree of the National Institute of Design,
Assam in Industrial Design herewith, for the project titled

“Designing a family of kiosk for industrial use, retail shops, airports and others”

on fulfilling the further requirements by*

Copyright ©2023
Jury Chairperson
Student document publication is meant for private circulation only

All rights reserved Members :

No part of this document can be reproduced or transmitted in any form

or by any means electronically or mechanically including photocopying,
xerography or video recording without permission from the publisher -
Shreya Karmakar and National Institute of Design (NID)

All illustrations and photographs in this document are Copyright ©2023 by

respective people/organisations
Jury Grade :
Edited and designed by:
Shreya Karmakar *Subsequent remarks regarding fulfilling the requirements :
workwithkarmakar@gmail.com
www.linkedin.com/shreyakarmakar
This Project has been completed in weeks.
Processed and published at:
National Institute of Design (NID)
Rajabari, Jorhat - 785007
Assam India
https://nidj.ac.in
Jury Chairperson

ORIGINALITY STATEMENT
I hereby declare that this submissions my own
work and it contains no full or substantial copy
of previously published material, or it does
not even contain substantial proportions of
material which have been accepted for the
award of any other degree or final graduation
of any other educational institute, except where
due acknowledgment is made in this graduation
project. Moreover, I also declare that none of
the concepts are borrowed or copied without
due acknowledgment. I further declare that
the intellectual content of this graduation
project is the product of my own work, except
to the extent that assistance from others in
this project’s design and conception or in
style, presentation and linguistic expression is
acknowledged. This graduation project (or part
of it) was not and will not be submitted as a
assessed work in any other academic course.
SHREYA KARMAKAR
31.08.2023
COPYRIGHT STATEMENT
I hereby grant the National Institute of
Design, Assam the right to archive and to
make available my graduation project/ thesis/
dissertation in whole or in part in the Institutes’s
Knowledge Management Center in all forms
of media, now or hereafter known, subject
to the provisions of the Copyright Act. I have
either used no substantial portions of copyright
material in
the document or I have obtained permissions to
use copyright material.
SHREYA KARMAKAR
31.08.2023
DEGREE PROJECT | SHREYA KARMAKAR
Abstract/ Synopsis
In today’s fast-paced industrial and commercial world, flexible, sustainable, and visually
appealing kiosk solutions are in high demand. This project aims to meet this need by proposing
a new kiosk design that may be used in a variety of sectors, such as retail shops, airports,
and other applications. The primary objective is to establish a diversified and modular family
of kiosks that allow businesses to personalize their units while sticking to sustainable design
standards. This method stresses decreasing plastic use and lowering carbon footprints, which
aligns with worldwide measures to safeguard our planet.
The unusual cylindrical form of this design idea, as well as its adaptability for modification,
are the fundamental innovations of this design concept. This design may be modified to fit
the individual demands of different industries by modifying the arrangement of slots and
components, making it a versatile and cost-effective alternative for organizations in a variety
of industries. Furthermore, the use of a flexible navigation bar as well as assistive navigation
buttons adheres to universal design standards. This ensures that the kiosk is not only visually
beautiful but also user-friendly for people with various accessibility needs, broadening its
application across a variety of scenarios.
The kiosk’s aesthetic and functional characteristics have been enhanced by an eye-catching
honeycomb design on its surface. This pattern, which runs from top to bottom, functions as
both a speaker grill and a ventilation outlet, delivering outstanding audio performance as well
as effective temperature management. By integrating innovation, sustainability, and universal
design principles, this project hopes to make a substantial contribution to both the Indian and
worldwide markets, changing the future of kiosk solutions for a more ecologically conscious and
inclusive world.
5
 Acknowledgement Non Disclosure Agreement (NDA)

Design as a subject shaped my thinking and nurtured my innate curiosity for the best of my
interests. I would like to express my sincere gratitude to NID Jorhat that taught me the in-
valuable skill of problem-solving and the relentless pursuit of trying to find the root whys of a
situation that quite shaped me into who I have grown to become today. No amount of books
or study material could ever replace the knowledge and experience I have gained. My humble
gratitude to my project guide, Mr. Sudip Adhikary for constantly being my support and believ-
ing in me at every step of the process. I am grateful to all of the academic and non-teaching
members, and my NID batchmates for always being there for me.

DesignObjects has humbly given me the opportunity to work on this project and the
much-needed industrial experience. I am grateful to Mr. Shovan Kar for his support and guid-
ance throughout without which this project would not have been possible.

I would like to thank everyone from the DesignObjects team and NID who contributed to my
learnings for just in the project but also in shaping me as a person and a better designer for
that matter. Above all, my heartfelt gratitude to my parents and my close friends who sup-
ported me to push harder and coupled my strength to do endlessly better.

Shreya Karmakar
B.Des Industrial Design 2019

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 Table of Contents

Abstract/ Synopsis 5 Introduction 12 Client Information 15 Design Development 44 Deliverables 62

Acknowledgement 6
National Institute of Design (NID) 12 The client 15 Redefined brief 44 3D form sketches 51 Product renders 62
Non-Disclosure Agreement 7
Industrial Design 13 Mentors and team 16 Proposed solution 45 Concepts 54 Contextual Renders 63
Table of Contents 8
Graduation Project 14 Client Brief 17 Brainstorming 46 CMF board 57 Exploded view 64
Original Project Proposal 10 Sketching opportunities to ideas 47 3D explorations 58 Technical drawing 65
Inspiration Board 48 Concept Detailing 60 Prototype 70
2D form sketches 49 CMF 61
Background Study 18 Methodology 27 Analysis Synthesis 36 2D to 3D forms sketches 50

General introduction of kiosk 18 Research 27 Key inferences 36

History of kiosk 19 User research objectives 30 Key findings and opportunities 37 Future Scope 72
Classification of kiosks 20 User research methodology 31 - users, 37 Citations 73
Literature review 23 Places and observations 32 - design and 38 Glossary 74
Advantages and disadvantages 24 Observations, inferences & inquiry 34 - business 38
Image credits 75
Kiosk market size 25 Kiosk value framework 35 Target audience- user persona & 39
Competitor benchmarking 26 their journeys Bibliography/ References 78
Task analysis of different kiosks 42

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 Original Project Proposal Deliverables Budget Estimate

• Family of Kiosk range Cost of Studio Material On Actuals

Background context Objectives • Poster design Cost of model/ prototype/ production On Actuals

Design a product family of kiosks (the concept idea- plug and • Catalogue design Budget for the project supported by the sponsor INR 20,000
• With high growth in the Indian market and global
play). The product has to be designed for mass production and • Installation manual design
demand from Indian manufacturers, the client is facing Cost of travel and local conveyance during the project On Actuals
customising as a critical option for adopting a wide market, • Storyboard design
problems in meeting demand and supply
users and applications for better business reach in the Indian Cost of one final degree project document for the INR
• Indian market is growing and demand for digital • Logo Design: Give a name to the projects (in the Indian sponsor
market and global market by sustainable design solutions-
solutions is increasing, especially after the COVID context)– design the logo for the name
minimising the carbon footprint by minimal use of plastics Stipend (remuneration per month INR 15,000 x 6 INR 90,000
pandemic. Hence the demand for KIOSK -POS and • Prototype (Low Fidelity/High Fidelity): for CMF & Form months)
• Design for multiple uses with minor changes in forms,
other similar products are in high demand in Airport, • Documentation of the entire project.
colours and surface textures Contribution to NID by the Sponsor for academic INR 5,000
Retail markets and food industries ( like KFC etc ) supervision and research
• Family of kiosks with affordance to accommodate
• The manufacturer doesn’t have the time and resources Total cost INR 1,15,000
accessories for different use case scenarios.
to address those demands instantly + On Actuals
• Concepts design considering manufacturing constraints
• As a design can we design and create product
and limitations- with minimum manufacturing process
solutions- which can be used a LEGO ( plug & play)
investments. For reference - Manufacturing techniques Project Timeline
• The study aims to understand the user interactions to be used are Laser cutting, CNC bending, welding and
with kiosks and any difficulties they might face. At the painting / polishing, packing and dispatch
same time, operating and how we might enhance the March April May June July August
• Design in context with user experience and human-centric
experience of using them taking care of ergonomics,
design approach, the design must be ergonomically for
display and control of the device and a more cohesive Understanding of Literature review, Analysis of Insights gathered Design development Final Presentation &
specific geographic regions (countries or continents )
and intuitive user experience throughout. project requirements a market study secondary research and studied to come from concepts, Report
• Design must be clean and simple Secondary research including the to accumulate user up with actionable inspiration board Documentation of the
• It must be easy to install with max 2-3 steps at the site – including definition, kiosk market size, research objectives opportunity to 2D forms to entire process,
not more than 2 people are required to install the product history, types and competitors (Indian & questionnaire, statements, redefine 3D explorations, Building concise
advantages & & international), task analysis of the brief and project detailing, CMF report and
• After service and maintenance to be considered while disadvantages of a classification of kiosks kiosk experience (pre, requirements, selection, CAD presentation, concept
designing the product – it should be simple & easy kiosk based on factors like during & post), field brainstorm ideas for modelling & selection, renderings,
• Safety of hardware and internal OEM is a must peripheral devices, research concepts explorations, concept different views of
form and use cases validation concept, prototype/
• Product is going to use by the public at a public place-
mockup
design must be robust, vandal-proof and steady
throughout the lifecycle of the product

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Introduction
1.1 National Institute of Design (NID), Assam
Established in 2019 by the Government of India, the National Institute
of Design Assam (NID Assam) is an esteemed educational and research
institution for design. It falls under the Department for Promotion of
Industry and Internal Trade (DPIIT), Ministry of Commerce and Industry,
Government of India, and holds autonomous status as a national
importance.
NID Assam is dedicated to delivering top-notch design education and
research, placing emphasis on creativity, innovation, and social impact.
The institute’s curriculum is carefully crafted to equip students as future
design leaders, providing them with the necessary skills and knowledge
to tackle the intricate challenges of the 21st century.
Situated in the Northeast region of India, NID Assam benefits from a
unique perspective on design. It incorporates the area’s rich cultural
heritage while embracing the latest technologies and trends. This fusion
of tradition and modernity is evident in NID Assam’s innovative and
sustainable approach to design.
The mission of NID Assam encompasses several aspects:
• Provide outstanding design education and research that is both
relevant to the Northeast region of India and beyond.
• Foster design awareness and application to enhance the quality of life
in the area.
• Cultivate a culture of design entrepreneurship and innovation.
NID Assam campus
Despite being a relatively new institution, NID Assam has already made a significant impact on the design landscape of the Northeast region of India.
Its graduates are actively engaged in innovative projects that positively influence the lives of the local populace.
In the Northeast of India, NID Assam stands as a beacon of hope for the future of design. It is an institution committed to using design as a catalyst for
positive change in the world.
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Introduction
1.2 Industrial Design
Industrial design is a broad field that encompasses the creation of various
products, systems, and services. The main goal of industrial designers
is to develop functional and visually appealing products that meet user
needs in a sustainable and responsible manner. Industrial design plays a
crucial role in the process of product development, working closely with
engineers, marketers, and other stakeholders to create desirable and
feasible products.
To bring their designs to life, we were taught a range of skills and tools,
including sketching, 3D modeling, and prototyping. They must also possess
a deep understanding of materials, manufacturing processes, and user
requirements. The National Institute of Design (NID) is renowned for its
expertise in industrial design. The Industrial Design discipline at NID offers
a comprehensive education covering all aspects of the field.
The Industrial Design discipline at NID is dedicated to:
• Educating and training industrious designers who are creative,
innovative, and socially responsible.
• Promoting the application of industrial design to solve real-life
challenges and enhance people’s lives.
• Conducting forefront research in the field of industrial design.
a few of Batch’19-23 Industrial Design, NID Assam
To encapsulate the mission and vision of the Industrial Design discipline at NID, a quote from the institute's website is fitting:
"The Industrial Design discipline at NID is committed to educating and training industrial designers who are creative, innovative,
and socially responsible. We believe in the potential of industrial design to tackle real-world problems and enhance people's lives.
Our dedication lies in conducting cutting-edge research in industrial design and promoting its utilization to create a more sustain-
able and equitable world."
DEGREE PROJECT | SHREYA KARMAKAR 13
Introduction Client Information

1.3 Graduation Project 2.1 The Client

Design Objects is a pioneering industrial design studio headquartered in Bangalore.

Established in 2017, the studio’s foundational goal was to transcend the conventional
boundaries of form and function by crafting products that seamlessly merge aesthetics
with practicality. Their unwavering commitment to excellence has solidified their position
as one of the industry’s leading design firms.

Specializing in a diverse array of domains, Design Objects has garnered a reputation for
its proficiency in luminaires, architectural product lighting, consumer electronics, spatial
design, exhibitions, medical devices, furniture, as well as logo and packaging design.
This extensive expertise allows them to approach each project with a multidisciplinary
perspective, ensuring innovative and holistic solutions.

NID Assam campus entrance

The completion of the academic tenure at the National Institute of Design is marked by the submission of a degree project. This project is an Design Objects Studio space
extensive investigation in the field of design, focusing on a topic closely related to the student’s discipline of study. Its purpose is to showcase the
outcome of a professional design assignment that can be practically applied and implemented within a designated timeframe of 4-6 months. This
Over the past 5 years, Design Objects has proudly Having collaborated with prestigious brands such as Google and Klite, as well as
project aligns with NID’s core pedagogical principle of ‘learning by doing’, giving students an opportunity to demonstrate their skills in the real-world
completed over 300+ projects, earning accolades from esteemed institutions like NID Ahmedabad, IIT Kanpur, the Government of Karnataka,
context of client service.
clients and peers alike. Their reach extends far beyond and the Mumbai Airport Authority, Design Objects has demonstrated their versatility
Indian borders, with a strong presence in several Asian in delivering exceptional design solutions across a wide spectrum of industries. From
When working on their degree project, students must consider various factors such as the project brief, time constraints, financial implications, and
and European countries. This global footprint highlights lighting innovations to purifiers, they have exhibited their prowess in addressing diverse
other practical considerations. Through the completion and documentation of their degree project, the students engage in thorough investigation. A
the studio’s ability to cater to international markets, product design needs. For businesses seeking to elevate their products to new heights,
jury consisting of faculty members evaluates their performance in the project, and upon successful completion, students are awarded the final degree
understand diverse cultural nuances, and adapt its Design Objects stands as a reliable partner offering a comprehensive range of expertise.
from NID’s professional education program.
designs accordingly. Whether it’s conceptualising captivating consumer electronics or crafting compelling
packaging designs, the studio’s holistic approach ensures every aspect of the design
The degree project serves as a reflection of the student’s ability: process is carefully considered and meticulously executed.
• to apply their theoretical learning to real-world practices, including the creation of new products, processes, services, and systems.
• Furthermore, it demonstrates their capacity to critically analyze and refine their ideas through an iterative process based on constructive
feedback.
• Lastly, the degree project requires the student to evaluate and reflect upon the creative processes they have undertaken throughout the project.

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Client Information
2.2 Mentors and Team
DesignObjects Team:
Mr. Shovan Kanti Kar, Founder
& my project mentor
Vishnu Srinivasa Prasad, Lead
Designer
Aatish B, Product Engineer
I was a part of DesignObjects, Bangalore team.
As an Industrial Design intern, it provided
valuable experience in interacting with and
learning from other members of the team
involved in the product development process,
understanding how they work together, gaining
feedback and implementing it into my project.
16
Design Objects Team
Founder, Shovan Kar mentored me to follow through with a structured approach for my project
and a huge emphasis was placed on building a thorough understanding of the subject through
research. V Vishnu Srinivasa Prasad guided my project closely, especially during the research
and ideation phase and made sure to schedule regular meetings to efficiently progress through
the project. The product engineering needs were helped out by Aatish B who specialises in
tooling and manufacturing. During the entire tenure, the team was extremely resourceful and
approachable which made it a fruitful graduation project.
DEGREE PROJECT | SHREYA KARMAKAR
Client Information
2.3 Client Brief
Designing a kiosk family for Industrial use, retail shops, airports & others
The objective of this project is to create a range of product families with modularity for better business reach in the Indian market and global market
by sustainable design solutions - minimal use of plastics and a bigger contribution to the earth by minimising the carbon footprint.
Design for multiple uses Consider manufacturing constraints and limitations
Design considering the different ways that the kiosk could be used, The design should be manufacturable using the specified
and designing it in a way that is modular. For example, the kiosk techniques, such as laser cutting, CNC bending, welding, and
could be used for information, sales, or customer service. The painting or polishing. The design should also be as simple as
design should also be able to accommodate different accessories, possible, to minimize manufacturing costs.
such as screens, printers, or scanners.
User experience & human-centric design approach Clean and simple design
The design should be ergonomic and comfortable for users from The kiosk should have a clean and simple design that is visually
different geographic regions. It should also be easy to use and appealing and easy to understand. The design should avoid
understand, with clear instructions and labels. unnecessary clutter and distractions.
Ensure that the kiosk is easy to install Make the kiosk easy to install and maintain
The installation process should be quick and easy, and it should not The kiosk should be easy to assemble and disassemble, and it
require more than two people. should be easy to access for repairs and maintenance.
Ensure that the kiosk is robust and steady Safety of hardware and internal OEM is a must
The kiosk should be able to withstand the elements and the wear The kiosk should be made of durable materials that can
and tear of public use. withstand the wear and tear of public use, and it should be able
to protect the hardware and internal components.
DEGREE PROJECT | SHREYA KARMAKAR 17
Background Study Background Study

3.1 General Introduction of Kiosk 3.2 History of Kiosk

Kiosks in the form of simple stalls In 1985, the Florsheim

What is a Kiosk? or booths have been around for Shoe Company estab-
hundreds of years in one form or lished the first network
A kiosk is a small, temporary, stand-alone booth used in high-traffic areas for marketing another. The first vending machines of kiosks. It consisted of
purposes. Kiosks are generally small booths set up in high-traffic areas. You may see date back to the 1880s, which is 600 kiosks where shop-
In 1970, IBM partnered
them in the walkways of shopping centres. They may be manned by individuals who sell when the idea of self-service was pers could search for
with American Airlines
a product or service; anything from toys and hair care products to insurance or credit first brought to the public. These shoes in other locations,
and American Express
cards. Kiosks are not always supervised by humans. Some, in fact, are electronic, providing vending machines sold simple pay for them, and have
to create the first airline
consumers with a self-service-style experience. These kiosks normally complement an items, such as gum and postcards. them directly shipped to
ticket self-service kiosk
existing service already offered by the kiosk owner. their homes.

Why is a Kiosk?

The self-service kiosk was invented to improve time and cost efficiency. These booths are
considered low-cost marketing strategies that are great alternatives for new, emerging
entrepreneurs. Kiosks can help raise brand awareness and provide an interactive way for 1880 1960 1970 1985
consumers to engage with a company.

ATMs first came into use In 1977, the first

How does it work? in the 1960s and set the complete self-service
template for how kiosks interactive kiosk was
Kiosks are a versatile and effective way to provide information and services to your are known today. These established at the
customers. They usually consist of a screen, a computer with a kiosk operating system & types of machines took University of Illinois,
software. a while to catch on as providing campus
individuals still preferred information to
conducting financial students & visitors.
transactions in person.
a self-service kiosk

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Background Study
3.3 Classification of kiosks (based on how it operates)
Kiosks vary based on the nature of the business and whether the owner intends to make it electronic or man it with individuals.
The location generally has a relation to the nature of the kiosk as well.
1. Interactive Kiosk
Interactive kiosks are ones that customers can engage with and are not static. Many business types use interactive kiosks, including retailers,
restaurants, service businesses, and destinations like malls and airports that can help customers with wayfinding and navigation, self-service ordering
or check-in, making purchases, or even providing internet access.
Wayfinding Kiosk
Wayfinding kiosks help customers find their way through your space and
include directories, maps, and directional displays. Whereas wayfinding
kiosks used to be static, today you typically find ones with a touch-screen
feature that shoppers can use to search or explore your map. Wayfinding
kiosks are most often found in malls and big box stores where customers
are at risk of getting lost.
More than half (55%) of shoppers say they are likely to use a shopping map to
help them make efficient shopping trips.
Self-service Kiosk
Customers can use this to perform shopping activities themselves,
without having to recruit or wait on the assistance of a store associate.
This is increasingly preferable among customers as it cuts down on wait
times and gives customers control over their shopping experience. It can
even help to boost your sales.
Self-service kiosks are found in a variety of industries, including
restaurants, hotels, groceries, and they can be restaurant ordering kiosks,
check-in kiosks, checkout kiosks, and photo kiosks.
20
Shoppable Kiosk
The next type of interactive kiosk we will look at is a shoppable kiosk
or kiosks that customers can use to browse merchandise and make
purchases. In general, there are two types of shoppable kiosks: vending
and product catalogue kiosks.
Vending kiosk - large vending machines filled with your store’s products.
Customers can use them to purchase items when they are outside of your store.
You often find these in airports, large malls, and hotels, and they are typically
stocked with smaller items like cosmetic products, accessories, tech items, and
other knick-knacks. They are a great way to increase your reach, improve brand
recognition, and inspire purchases outside of your storefront.
Product catalogue kiosk - provides a digital display where customers can view
all your products and even place orders. These are especially popular in home
goods, appliances, and other retail stores with large products that cannot all be
stored or displayed in-store or that have a lot of sizes or other variations.
shoppable kiosk
Internet Kiosk
Internet kiosks are digital displays that offer internet access to the
public and are designed to improve customer experience, not drive
sales. These interactive kiosks are typically found in airports, hotel
lobbies, apartment offices, or other hospitality businesses. Aside
from a monitor, mouse, and keyboard, internet kiosks will sometimes
include credit card swipe and bill pay capabilities.
A temperature kiosk will scan the user with its infrared camera and
record their temperature. If the user provides a high temperature, the
kiosk will alert them. Some temperature scanners can be linked to the
door access allowing you to block entry to anyone who gives a high
reading.
internet kiosk
wayfinding kiosk
DEGREE PROJECT | SHREYA KARMAKAR DEGREE PROJECT | SHREYA KARMAKAR 21
 Background Study

2. Non-Interactive Kiosk 3.4 Literature review

In addition to interactive kiosks, there are non-interactive kiosks that businesses use to convey information or advertise goods and services. They are
a great way to see how the public might react to a product or idea and can also be used to keep important information easily accessible to improve
shoppers’ experiences.
• The study in [1] found that kiosk banking had a significant yet weak • The study in [3] found that different types of SSTs generate different
relationship with socio-economic development in the study area. levels/types of customer value. This suggests that it is important to
Informational kiosk This suggests that kiosk banking can be a useful tool for promoting understand the specific needs of your customers when designing and
socio-economic development, but it is not a silver bullet. implementing self-service technologies.
It is a free-standing digital display that businesses use to • The study in [2] found that accessibility issues are a major barrier • The study in [4] found that customer value creation can be viewed as
show important information about store operations or to the use of self-service kiosks by people with disabilities. This is a linear or circular process. This suggests that there is no one-size-
new products. While informational kiosks can be used as a an important consideration for designers and users of self-service fits-all approach to customer value creation, and the best approach
merchandising element in stores, you can also place them in kiosks. may vary depending on the specific situation.
your surrounding neighbourhood or beyond and are a great
opportunity to increase your brand’s reach.

Product kiosk Key takeways:

It is specifically used to showcase a new product. These are
great for creating hype around a new item, giving customers Kiosk banking has been shown to be Self-service kiosks can provide benefits Customer value is an important concept
information, and gleaning customer reactions to your ideas. beneficial for rural dwellers, improving their for both service providers and customers, in self-service technologies, and
standard of living. However, there are some but it is important to consider accessibility understanding how customers create value
Product kiosks are typically used in retail businesses; challenges that need to be addressed, such can help service providers improve their
issues when designing and using them.
however, it is also see restaurants & hospitality businesses as high withdrawal charges & limited services. offerings.
using them to advertise their new products and services.

Promotional kiosk The customer self-service experience can be

Different types of self-service technologies
divided into three stages: pre-experience,
It is used to display information about your promotions or create different types of value for
interaction, and post-experience. Value
events. Unlike product and information kiosks, promotional consumers, and it is important to
elements can be found in all three stages,
kiosks should be located either in your store or in the understand these differences in order to
and customer value creation can be viewed
immediate vicinity. If it can draw people’s attention and pique create a positive customer experience.
as a linear or circular process.
their interest in your sale, the last thing you want is to create
too much inertia by placing too much distance between the
event and the ad. informational kiosk

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Background Study Background Study

3.5 Advantages & disadvantages of Kiosks 3.6 Kiosk market size

Kiosks can be a valuable tool for businesses that want to improve the customer experience, reduce costs, and increase
efficiency. However, businesses need to carefully consider the pros and cons of using kiosks before deploying them. • The interactive kiosk market is projected to grow at a CAGR of 6.3% • The market is also facing challenges such as high initial costs
from 2022 to 2027 with USD 39.1 billion by 2027 (estimated market of kiosks, lack of awareness among consumers, and technical
size on 2022 was USD 28.8 billion). difficulties in integrating kiosks with existing systems.

Advantages Disadvantages • Market growth in the Asia-Pacific region to have the fastest • The Indian market for kiosks is expected to grow at a compound
growth rate. Contributing factors could be the changing customer annual growth rate (CAGR) of around 12.4% during the forecast
Improves customer shopping experience Initial cost behaviour in high-potential markets such as China, Japan, South period of 2021-2028 with estimated to be around USD 93.6 million
Korea and India; Along with technological advancements and the
Can increase customer base Large, hardware-heavy kiosks can be expensive and difficult emergence of new business models in the region. • Interactive kiosk offerings are widely used by the retail,
to move transportation, and entertainment industries
Can reduce business costs Confusing navigation, downtime, Kiosks with technical diffi- • The market for indoor kiosks is expected to hold a larger share of
culties can hurt a brand the market
Helps improve branding or increase reach Inflexibility to meet changing customer and business needs

Improve store operations Requires constant analysis and monitoring

Fill staffing holes Subject to shoplifting and vandalism

Contactless

Customer insights with CRM analytics

Can deter customers that prefer interacting with humans

Complications with nonstandard transactions

$28.5B
Global Interactive Kiosk Market Size, 2021

ATMs Vending Kiosks Self Service Retail Self Checkout

Kiosk Kiosk

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Background Study Methodology

3.7 Competitor benchmarking 4.1 Research

Olea Kiosks, Inc.(US), Frank Mayer and Associates, Inc. (US), GLORY LIMITED (Japan), KIOSK Information Systems(US) and SWOT analysis Emerging technologies
KIOSK INFOTOUCH SYSTEMS (India) are few of the market leaders in the kiosk industry.
• Cloud computing
Driver Restraint
• IoT
Top Interactive Kiosk Providers in India
Rising cyber crime incidents • 5G connectivity

Posiflex Kiosk India Proxgy Enhanced shopping experience • Facial recognition

Posiflex is committed to the professional
design and production of Point of Sale
(POS) management systems, PC, and
peripheral OEM/ODM products
Kiosk India is a leading provider of
interactive digital kiosks in India. The
company offers a wide range of kiosks
that are designed to be cost-effective and
efficient.
Proxgy is a provider of interactive kiosks
that uses advanced technologies such
as augmented reality and artificial
intelligence to provide a unique and
engaging user experience.
Opportunity
Increasing no. of smart cities
and smart infrastructure
• Artificial intelligence
• Machine learning
Challenge • Near field communication
• GPS-enabled kiosks
Developing kiosks suitable for
all weather conditions for
outdoor applications

Kiosks can be used to provide a more convenient and efficient way for customers to shop, improve the efficiency and convenience of smart
cities and smart infrastructure, and protect customer data from cyberattacks. However, kiosks need to be designed with security in mind and be
able to withstand the elements and operate in a variety of weather conditions. Emerging technologies such as cloud computing, IoT, AI, machine
learning, etc can be used to improve the performance, functionality, and security of kiosks.

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Famous & successful kiosk campaigns Types of kiosks based on the peripheral devices
Interactive kiosks have been used in a variety of successful campaigns around the world. Let’s take a look at some Floor standing kiosks:
examples of how businesses have used interactive kiosks to engage with their customers:
These upright, floor-standing models are ideal
for standing users, and are fully accessible by
wheelchair users as well. They are typically
McDonald’s
deployed as free-standing units. Floor-standing
kiosks are ideal for presenting quick information
In 2018, McDonald’s launched a “McDelivery” campaign in the United Arab
to your audience & can be used for almost any
Emirates that allowed customers to order food using interactive kiosks. The application.
kiosks were equipped with touchscreens and cameras that enabled customers to
customize their orders and make payments. The campaign was a huge success,
with McDonald’s reporting a significant increase in sales. Countertop/tabletop kiosks:
These are portable and can be wireless, with a
Sephora portrait or landscape orientation and sometimes
built-in payment processing. They are the most
Sephora, a leading beauty retailer, has deployed interactive kiosks in its stores affordable units, often used by casual sit-down
that allow customers to try on makeup virtually. The kiosks are equipped with restaurants and small businesses.
cameras and advanced facial recognition technology that enables customers to
see how different products will look on their skin. The kiosks have been a hit with
customers, and Sephora has reported a significant increase in sales as a result. Outdoor kiosks:
These kiosks are designed for 24/7 operation in
American Airlines outdoor environments and come in all shapes and
sizes and can be floor-standing or wall-mounted.
American Airlines has deployed interactive kiosks in airports around the world An outdoor model, should include a cover that
that allow customers to check in, print boarding passes, and even check bags. The temperature and humidity ranges are needed, and
kiosks are equipped with advanced scanning technology that can read passports the sun’s direction relative to monitor orientation.
and boarding passes, making the check-in process faster and more efficient. An outdoor kiosk always requires some form of
heating and cooling to ensure the kiosk electronics
stay within their correct operating temperatures.
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Sit-down kiosks:
These models are designed for use by seated
users. Simply add your chair. Sit-down models are
ideal when your audience will need a little more
time at the kiosk, such as to fill out long forms or
applications, or to watch educational materials and
tutorials. They are also excellent options if your
audience includes wheelchair users.
Tablet kiosks:
Some kiosk POS software runs on tablets, such as
iPads. iPad POS system setups securely hold the
tablet in place and use a slim stand that’s about
chest-high. These are some of the least expensive
kiosks.
Wall-mount kiosks:
These models include both wall-mounted kiosks and
wall-mounted digital displays. They are available
as stand-alone monitors, or all-in-one style units
with an integrated monitor, PC and/or touchscreen.
Wall mount units are ideal where floor space is
limited, and can be used for most applications. It is
commonly used for fast-food ordering.
29
Methodology Methodology

4.2 Research Objectives 4.2 Research Methology

Kiosk usability for different case scenarios
1 2
There are many different types of kiosks, each with its own
specific use case. For example, some kiosks are used for
information, while others are used for ordering food or
making payments. It is important to understand the different
types of kiosks and their use cases in order to design a kiosk
that is user-friendly and meets the needs of the users.
Develop a detailed user journey for task
performed at each type of classified kiosks
This will help to identify the specific steps that users take to
complete each task, as well as any pain points or areas for
improvement.

Gain a deeper understanding of the current Identify key opportunity areas for better user
3 customer experience 4 experience
This can be done by interviewing customers who have used Analyzing the data collected from the user research can help
the kiosks, or by observing them as they use the kiosks. The identify the specific areas where the kiosks can be improved Observational studies Qualitative studies Quantitative studies
goal is to understand what customers like and dislike about to provide a better user experience. through diary entry and through user interviews through surveys for
the kiosks, and what they would like to see improved.
video recording of customers & other validating assumptions
stakeholders and patterns

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Methodology

4.4 Places & Observations

Even though all the displays were touch screens, hesitant people still
approached to operate because of the less complex/feature loaded
device; all they did was put on the headphone, pressed any button
Non-interaction displays were wall mounted and music starts playing

POS has various movable necessary components attached to

Initial learning curve is required to perform self-checkout with a single person the countertop kiosK.
monitoring and helping the users with it OR else there is an option for assisted
checkout at the POS both the options available near each other.

The main challenges faced by the users are- payment timeout, understanding
the flow of steps of the process

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Methodology Methodology

4.5 Observations, inferences and inquiry 4.6 Kiosk value framework

Observations Inference Inquiry

- category of value
People hardly recognized what a kiosk could Kiosks in India are predominantly known by the What are the most common tasks people use a
be and their use task they are used to perform kiosk for? - value attributes

- attributes performances
Older generations are still scared to approach Technology fear is still a major factor for use What stops many from operating a kiosk just by
such a device confidently for use themselves?
- consequences

Kids seem to fiercely operate such machines Delay or slow machines without appropriate What causes people to roughly operate a
without patience instructions create major confusion of use machine before it responds?

People abruptly leave self-service machines to Difficulty in use lets people resort to other What makes people stop using a kiosk abruptly
get work done somehow or else means than operating a kiosk machine than while using?
trying

Many got super conscious while operating the Fear of feeling embarrassed of using the What made people highly conscious of operating
machine machine wrongly a kiosk?

The underlying questions of a few common human behaviours and responses needed to be studied further to come up with
actionable conclusions. Kiosks being a machine at the end serving as a service touchpoint requires a lot more user-friendliness
in operation to ultimately live up to the customer satisfaction of use. The inferences are a way to validate while inquiring and
yet open-ended to discover underlying pain points.

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Analysis Synthesis Analysis Synthesis

5.1 Key Inferences 5.2 Key findings and opportunities

Key findings (surveyed+interviewed) Key findings (user)

Observations/findings
Tolerance to error or seemingly less complex
interaction are deemed to be more user friendly.
(cognitive association & intuitive flow of actions)

Engaging users’ senses beyond visual and tactile,

to signal users rather than entertain them.

Challenges linked to customer perspective-

We were wrong about… We were right about… Surprises! “a customer’s perceived preference for and
unique to use case feature-packed devices majority of the evaluation of those product attributes, attribute
interactions/features are tend to create cognitive kiosks still don’t performances, and consequences arising from
fun, but in the longer run overload and lesser error incorporate accessibility use that facilitate achieving the customer’s goals
creates confusion and tolerance functionalities and make and purposes in use situations”
hinder intuitive workflow it difficult to use
Observations/findings
1. How might we create an interactive kiosks that
provide a seamless, personalized, and engaging
customer experience, with the goal of creating
value for the customer at every stage of the
process?

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Key findings (design)
Observations/findings
The customer value framework for self-service kiosks
includes four types of value: functional/instrumental,
experiential/hedonic, symbolic/expressive, and cost/
sacrifice value.
The consequences of these different types of value can
vary from customer retention and loyalty to regret and
non-use intention.
Accessibility and usability are crucial elements in designing
and using self-service kiosks, to ensure that people with
disabilities can use them effectively.achieving the customer’s
goals and purposes in use situations”
Observations/findings
1. How might we develop a customer value framework
for self-service kiosks that includes functional/
instrumental, experiential/hedonic, symbolic/expressive,
and cost/sacrifice value?
2. How might we design self-service kiosks with
accessibility and usability in mind, particularly for people
with disabilities?
38
Analysis Synthesis
Key findings (business) 5.3 User personas
Observations/findings
The market dynamics include
• enhanced shopping experience as a driver,
• rising cybercrime incidents as a restraint,
• increasing smart cities and smart infrastructure as an
opportunity, and
• developing kiosks suitable for all weather conditions for
outdoor applications as a challenge.
The market faces challenges such as high initial costs of
kiosks, lack of awareness among consumers, and technical
difficulties in integrating kiosks with existing systems.
Customer value is the perceived worth of a product or
service in relation to the customer’s needs, expectations,
and alternatives.
Observations/findings
1. How might we develop vandal proof self-service
indoor kiosks that is robust and steady throughout the
lifecycle of product ?
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Analysis Synthesis

5.4 User journey map

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Analysis Synthesis

5.5 Task Analysis of different kiosks

The different tasks that can be performed at each type of kiosk broken down to specific steps helped me map
out the user journey at each kiosk and specific tasks. This made me identify the steps that users need to take to
complete the task and the respective pain points that users are experiencing at each step.

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Design Development Design Development

6.1 Redefined Brief 6.2 Proposed solution based on UX and Universal Design principles

Design a family of vandal-proof interactive kiosks with User’s problem Technical problem Design direction Design specification
• design modularity - plug and play with no investment in tooling or as minimum as possible ( without using Even though not for long use, The average height and angle of Flexibility of use in terms of how Adjustable screen height and
polymers like Polycarbonate or PMMA or any equivalent ) - sustainable design approach users seem to face uncomfortable the kiosk is usable to many but easily one can access and operate angle for use
positions of use uncomfortable to others that specific kiosk
• design for multiple branding - with minimal changes in surface texture | colour | design elements
• a robust and steady lifecycle that have clear and easily understandable visual cues,
Public kiosk becomes unusable if Operating the kiosk solely on the Additional or other ways of Assistive navigating keys for use
• providing clear and immediate feedback to users to enhance the user experience and reduce user frustration. the touch screen gets damaged touch screen display causes it to operating the machine could
• with an intuitive interface and user-friendly experience to make them easy to learn and use, especially for first- undergo the stress of use and may make it accessible to a wider
become difficult to use by many masses as well as reduce the use
time users stress from screen
• maintaining consistency in design and functionality across different industries and use cases for a seamless and Delay in response or Unclear response and instructions Feedback and clear signifiers for Light and auditory feedback of
intuitive user experience. understanding of use causes cause lack of task clarity use actions taken
frustration in public
• Accessibility should be a key consideration when designing these kiosks to ensure that all users, including those
with disabilities, can interact with them.
• Finally, the kiosks should be easy to locate and navigate within indoor or outdoor environments, regardless of Kiosks having steps of operating Lack of consistency in ways of Consistent design with the Replication of interactions
causes confusion and delay in task interaction most common type of kiosk by the position of peripheral
the use case scenario, and designed to be visually appealing and engaging for users. demographically use devices for a certain task

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Design Development

6.3 Brainstorming 6.4 Sketching opportunities to ideas

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Design Development

6.5 Inspiration board 6.6 2D form sketches

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Design Development

6.7 2D to 3D form explorations 6.8 3D form sketches

choosen 3D form iterated in different directions

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Design Development

6.8 3D form sketches 6.8 3D form sketches

more form exploration, checked with

different screen orientation

selected form explored more in

details and giving more definition
to the structure

Conceptualizing 3D forms, adding details

and definitions helps in refining the
structure, making it more realistic and
functional.
defining the entire structure for a clear
understanding of each element

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Design Development

6.9 Concepts 6.9 Concepts

A B

snap fit face

enclosure

enclosure pull
down to open

• front & side opening

• navigation/assistive keys
• wheelchair appropriate height • front & side opening
• POS, shoppable,retail and wayfinding kiosk with • navigation/assistive keys
both floor standing and wall mounted forms • wheelchair appropriate height
• screen orientation fixed • POS, shoppable,retail and wayfinding kiosk with
both floor standing and wall mounted forms
• screen orientation can be adjusted

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Design Development Design Development

6.9 Concepts 6.10 CMF Board

fixed body form

monitor mount that pivots

to change orientation

same face height

• front and back opening for servicing needs
• navigation/assistive keys
• wheelchair appropriate height and leg-space
allowance for the same drawer pull down front
• screen orientation and height can be adjusted face enclosure that is
• floor standing, desktop and wall-mount form customizable according
variations for various use case scenario to the peripheral devices

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Design Development

6.11 3D explorations 6.11 3D explorations

continued...
1 2 3 6 7
6. Retracting from the initial ideas and adding
details and iterating
7. Rendering to understand the form better
8. Adding details, deinations and rendering to
understand the shadows and highlight of the form
of the final few form iterations

4 5
1. 3D form of concept 3
2. form variations keeping the screen same
3. similar form iterations, keeping the back
flat and primary body simple to help adapt
different use
4. Different form explorations keeping the form
requirements same
5. Breaking the singular form to give definition

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Design Development

6.12 Concept detailing 6.13 CMF

matte finish
top hot-air bottom cool navigation paint : body
outlet air inlet for panel
ventilation

gloosy finish
paint : outer skin

powder coated : stem

product graphics
/ branding
Family of Kiosks: The 3 major type of kiosk according to
their peripheral devices are information kiosks with just
the navigation keys, retail kiosk with card reader, barcode
scanner, printer; and ticketing kiosk with a printer.

4 Colour variants: Midnight Cobalt, Fresh Pine, Velvet Rouge and Silver Denim
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Deliverables

7.1 Product renders 7.2 Contextual Renders

rotatory
navigation panel

EVM card reader

printer outlet slot

Barcode
scanner

Back door
opening for
extensive service

50
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63
Deliverables

7.3 Exploded view 7.4 Technical drawing

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Deliverables

7.4 Technical drawing 7.4 Technical drawing

continued... continued...

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Deliverables

7.4 Technical drawing 7.4 Technical drawing

continued... continued...

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Deliverables

7.5 Prototype 7.5 Prototype

continued...

hard plastic
book cover
reused
pattern on
transparent
sticker
3D printed parts &
painted according
to the OEM
Surfaces flatten and cut-out Paper roll cut into shape Applied acrylic putty on Base prepared by white paint, layer-by-layer Parts stuck one-by-one
paper forms and sanded than brushing primer to avoid visible strokes

To get the best finish for the screen, different black finishes FINAL PROTOTYPE
Parts prepared for painting Masked and painted details Parts painted and transparent Different color cobination tested tested, spray-painted and brush-stroked all layer by layer
sticker for speaker pattern
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 Future Scope
• Integration of innovative Technology: Incorporate innovative technology into your kiosk design. For instance, combining
machine learning and AI to provide voice commands, face recognition, and other cutting-edge functionalities. This can
improve user engagement and increase the kiosks’ adaptability.
• Smart and Sustainable Kiosks: Maintaining an emphasis on sustainability by investigating sophisticated eco-friendly
materials and production techniques. Consider using sustainable energy sources, such as solar panels, to power the kiosks.
These ecologically friendly kiosks might be presented as an environmentally friendly option, which could be a key selling
feature.
• Rural Connectivity Hubs: Positioning your kiosk as a connectivity center in rural locations where internet connection is
scarce. Wi-Fi, gadget charging, and access to critical government or healthcare information are all examples of services that
can be provided. Collaborate with local governments and non-governmental organizations to deploy these kiosks in distant
areas, enhancing digital access for rural residents.
• Micro-Entrepreneurship Opportunities: Encouraging entrepreneurship in rural regions by allowing individuals to run and
maintain these kiosks. They can provide local products, services, and information, so generating micro-business possibilities
and contributing to the region’s economic growth.
72 DEGREE PROJECT | SHREYA KARMAKAR
Citations
• Korna, J & Sambe, Ngutor. (2022). KIOSK BANKING AND SOCIO-ECONOMIC DEVELOPMENT OF RURAL DWELLERS IN
KWANDE LOCAL GOVERNMENT AREA, BENUE STATE, NIGERIA. 12. 2-21.
• Lee, Yuryeon & Park, Sunyoung & Park, Jaehyun & Kim, Hyun K. (2023). Comparative Analysis of Usability and Accessibility
of Kiosks for People with Disabilities. Applied Sciences. 13. 3058. 10.3390/app13053058.
• Vakulenko, Yulia & Oghazi, Pejvak & Hellström, Daniel. (2019). Innovative framework for self-service kiosks: Integrating
customer value knowledge. Journal of Innovation & Knowledge. 4. 10.1016/j.jik.2019.06.001.
• Vakulenko, Yulia & Hellström, Daniel & Oghazi, Pejvak. (2018). Customer value in self-service kiosks: a systematic literature
review. International Journal of Retail & Distribution Management. 46. 10.1108/IJRDM-04-2017-0084.
• Norman, D A Emotional Design: Why we Love (or Hate) Everyday Things Basic Books, New York, NY (2004)
• Martin, B., Hanington, B., & Hanington, B. M. (2012). Universal methods of design: 100 Ways to Research Complex
Problems, Develop Innovative Ideas, and Design Effective Solutions. Rockport Pub.
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 Glossary Image Credits

• Accessibility: The design of products, devices, services, or environments for people with disabilities. NID Assam images
• Affordances: The quality or property of an object that defines its possible uses or makes clear how it can or should be used. https://i0.wp.com/blog.apticube.com/wp-content/uploads/2022/07/National-Institute-of-Design-Assam-.
• Brainstorm: The process of generating a broad set of ideas on a given topic, with no attempt to judge or evaluate them. png?fit=720%2C480&ssl=1

• CAD: Computer Aided Design https://www.gkseries.com/blog/wp-content/uploads/2020/04/National-Institute-of-Design-Assam-Jorhat.jpg

• CFM: Colour Finishes Materials https://encrypted-tbn0.gstatic.com/images?q=tbn:ANd9GcQbkXw8bIjmfR-knqgtkeiwJy0TKpt07wXywlmzrrrZ1PcWvcnuog-

rxXSmMzZPlWrRmA&usqp=CAU
• Design Principles: Visual concepts that bridge the verbal and visual worlds. They guide expression and accommodate any
program design issue. https://consulting.teqzo.com/wp-content/uploads/2023/03/NID-Jorhat-TEQZO-Consulting-1.gif

• Design Thinking: Design thinking is a term used to represent a set of cognitive, strategic and practical processes by which
design concepts are developed. Kiosk photos

• Empathy map: An easily understood chart that explains everything designers have learned about a type of user
• Empathy: The ability to understand someone else’s feelings or thoughts in a situation
• Form: Form as an element of art is three-dimensional and encloses space. Like a shape, a form has length and width, but it
also has depth.
• User Journey Map: A visual representation of a user’s interaction with a product or service to identify pain points,
opportunities for improvement, and to ensure that the product or service is meeting the needs of the users.
https://unsplash.com/photos/a-vending-machine-sitting-inside-of-a-building-2zMyFnaSIII?utm_source=unsplash&utm_
medium=referral&utm_content=creditCopyText
https://www.starnewsonline.com/gcdn/presto/2023/07/19/NSTN/9b2a3da3-2411-4339-ae4a-2199a3e9efca-WILM_AIRPORT1.
jpg?crop=1200,675,x150,y188&width=660&height=372&format=pjpg&auto=webp
https://filestage.io/blog/best-mcdonalds-marketing-campaigns/
https://d3.harvard.edu/platform-rctom/wp-content/uploads/sites/4/2018/11/cover-photo-3.jpg

• User Persona: A user persona is a fictional representation of a target user based on research and data. https://www.pcmag.com/encyclopedia/term/kiosk

• UX: User experience https://advancedkiosks.com/wp-content/uploads/2023/06/Office-Extension-Lite-Tablet-Kiosk-in-Use-1.webp

• Universal Design: https://www.meridiankiosks.com/wp-content/uploads/2016/06/364198.jpg

https://www.42gears.com/wp-content/uploads/2022/07/main_banner-3.jpg
https://advancedkiosks.com/wp-content/uploads/2019/10/Compact-Power-In-Use-IMG-6.jpg
https://fitsmallbusiness.com/wp-content/uploads/2023/05/Screenshot_shopper_reviews_mall_map-1024x589.jpg
https://fitsmallbusiness.com/wp-content/uploads/2022/03/Product_Vending_Kiosks.jpg
https://barnimages.com/images/oldschool-internet-kiosk/
https://railway-displays.com/wp-content/uploads/2020/01/INFOKIOSK-INF46.jpg

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76 DEGREE PROJECT | SHREYA KARMAKAR DEGREE PROJECT | SHREYA KARMAKAR 75

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