< PreviousMaintaining a self-service kiosk option allows end-users to avoid person- to-person contact with your human workers. Over the past few months, researchers have narrowed down the most common way to transmit COVID-19: person-to-person. It is estimated that interactions between unmasked COVID-19 carriers and unmasked healthy individuals have a 90% chance of resulting in a healthy individual becoming infected. Masks greatly reduce the spread of infection but do not eliminate it, so providing self-service options to minimise person-to-person interactions where possible is essential. Implementing a touchless kiosk solution helps the sanitisation supply chain recover. Over the past five months, it has been extremely difficult to purchase cleaning and sanitisation supplies. These products have been in such high demand to maintain a level of social cleanliness that suppliers have been operating on a perpetual back-order status since the start of the pandemic, and an alternate solution could alleviate some of that stress on the supply chain. Allowing people to interact with a kiosk through their own personal device will create a gap where products like hand sanitiser or sanitising wipes would normally be used to reduce the chance of pathogen spread. 2 3 touchless interface 20 KIOSK solutionsThere is certainly more than one way to accomplish this, but the ideal touchless interface would allow an end-user to interact directly with a kiosk via their personal mobile device by scanning a QR code that is displayed on the attract screen. At that point, a trackpad-style mouse would be displayed on the end-user’s device, giving them complete control of the kiosk’s screen functions. Responsivity The trackpad would be responsive to clicks, swipes, and all other normal mouse functions. If a field requires text to be entered, a simple click of the trackpad into the text field would bring up a keyboard on the end-user’s device, allowing them to enter text. At the conclusion of the user’s session, the software could, ideally, be programmed to display content of the kiosk deployer’s choosing such as a website, loyalty app, newsletter, or a simple “thank you” message. It is important to remember when implementing a touchless solution that an end-user’s experience should not be greatly altered. The only difference should be how it is manipulated -- i.e. via the end- user’s device rather than touching the kiosk screen. Perspective The world around us is changing. People are viewing the world through a new lens, one that emphasises the importance of reducing germ and pathogen spread. This new perspective means businesses need to be creative with accommodating the sanitary desires of its customers. Creating a touchless experience with a seamless interface on self- service kiosks will be crucial to thriving in this new era of limited human interaction and higher standards of cleanliness and sanitation. Are you prepared? n People are viewing the world through a new lens, one that emphasises the importance of reducing germ and pathogen spread – touchless interface KIOSK solutions 21While much of the future is unknown, we can venture some reasonable assumptions about what lies ahead for the AV industry as the world grapples with and ultimately emerges from COVID-19. The Art of the Pivot Businesses typically respond in one of two ways in challenging times – they either dig in their heels and double-down on their core offering, or they act quickly to changing circumstances. As disruptive as the pandemic has been, these dynamic times present opportunities for businesses to pivot quickly to solve emerging business needs. Pivots can be subtle or they can be absolute, with companies abandoning dwindling revenue streams in pursuit of emerging market opportunities. Expect to see plenty of both in the months ahead. Digital signage is needed now more than ever Businesses now face a challenging return to normal. The “new normal” moniker is overused but makes the point that businesses will need to function differently not just for a matter of weeks, but for a matter of months (or even years). The retail industry in particular must follow very specific health department guidance to ensure a pathogen-free shopping experience. They’re desperate to understand how to engage customers without physically interacting with them. New AV technologies play an important role in making this possible, and it falls on those of us in the AV industry to help retailers and other businesses understand how technology can help deepen customer engagement while still keeping a safe distance. Interactivity becomes touchless For many years, interactivity has been viewed as one of the richest, most rewarding forms of digital signage. Consequently, retail shops and other businesses have invested heavily in touch- How the AV industry will influence the trajectory of Covid-19 digital signage 22 KIOSK solutionsinteractive AV infrastructure that hinges on a customer’s ability to drive the interactive experience via a touchscreen. With customers now avoiding any unnecessary in-store physical contact, retailers will need to find new ways for customers to engage with interactive content without the need for physical interaction. This opens the flood gates for new technologies that complement traditional touch- interactive signage. Single-use capacitive devices (e.g. a stylus) may bridge the gap to a certain degree, but I think what will become much more commonplace will be two-way interactivity whereby customers use their phones to control in-store signage. This model could become the new norm for in-store interactive engagement. Additionally, I expect we’ll begin to see mainstream adoption of infrared and LIDAR- based “touch-free buttons” as a means to control on-screen content without having to physically interact with a control surface. These technologies are not new, however their adoption will be greatly accelerated as a result of the pandemic. Recovery may come sooner than expected COVID-19 is not going away any time soon. Even if a viable vaccine emerges within the next year, this pandemic will have effects that we’ll feel for years to come. That said, it’s possible that lasting economic recovery may come sooner than we expect. I’m generally optimistic that the world will find a way to cope with the pandemic’s effects in a way that lets us resume a certain level of normalcy while still remaining vigilant about our collective health. To be clear, it will be a long, uphill climb. But I truly believe that reimaging how we live in the shadow of COVID-19 will be integral to how we recover from this crisis. The AV industry is up to the challenge and will make important contributions to society at large as we grapple with these historic changes. n by Jeff Hastings CEO BrightSign Inc. COVID-19 has been a gut-punch for much of the AV industry. Not since 9/11 has the business world faced such an abrupt pause, followed by an uncertain future. In the case of this pandemic, how the future plays out will be dictated largely by viral spread, and our collective response to that threat. digital signage KIOSK solutions 23How technology can help bring back customers to the Tim Matthews Product Manager Vestel The surge in online shopping, accelerated by the COVID-19 outbreak, has left many retailers fearing for the future of the bricks and mortar store. ONS figures for June show that 31.8% of retail sales occurred online which, although down slightly from 33.3% in May, is a big jump from the pre-Covid figures of 20%. Yet despite these numbers, last week it was announced that Amazon could be set to open up to 30 physical, cashier-less shops in the UK. future of retail 24 KIOSK solutionsan help bring back e physical store The news may be surprising, but it is a good sign that the physical store is here to stay. Since stores began to reopen in June, the sector has grappled with how to serve customers while keeping health and safety front of mind. Appropriate measures have had to be put in place and maintained to protect employees and staff, without jeopardising customer experience. But Amazon’s move is indicative that the COVID-19 pandemic has not killed the highstreet just yet - rather, increased health and safety measures could be helping to shape the future of the retail store through the increased presence of technology. Digital signage and displays Businesses have a duty to remind consumers of the governmental guidance for social distancing, and enforce it where possible within their premises. Digital signage placed around the store can serve as helpful reminders of this, as well as helping to future of retail KIOSK solutions 25navigate shoppers safely around a one-way system. Digital screens can also be updated in real-time and remotely, reducing human touch points and the resources required to replace paper signage. In addition to screens located inside, digital signage can be displayed in shop windows for visibility outside of the store. Social distancing guidance means that queuing to enter a physical space has become the norm, which can be frustrating for both consumers and the staff managing the queues. This lack of transparency may lead shoppers to go elsewhere. Placing digital signage in display windows can be used for marketing purposes, as well as to display how many people are currently in the store - in real time - against the store’s maximum capacity. Larger retailers could even install in-store sensors that collaborate with these screens, enabling greater accuracy of footfall reporting. These solutions can bring a multitude of positive results. For example, the screens provide an effective way to keep customers engaged while queuing, as well as potentially improving marketing techniques - for example, the retailer could display content that encourages photos to be taken and published on social media. They also provide full transparency of waiting times to enter the store. A good example of software which can support this is NowSignage - the cloud-based, multi-screen Content Management System (CMS). A solution such as its Capacity App can help to pull real- time data by integrating with cameras, supporting live capacity counts on screen and removing the need for door staff with hand-held clickers. Additionally, solutions such as these provide businesses with access to a wealth of data that can be used to inform marketing tactics, by showing the best times and days to display particular content based on footfall trends. data can be used to inform marketing tactics, by showing the best times and days to display particular content future of retail 26 KIOSK solutionsthe increased presence of digital solutions could be the necessary catalyst for retailers to upgrade their stores Kiosks and dispensers In addition to digital screens, technology solutions such as kiosks and sanitiser dispensers can also help to support health and safety measures within the store, while enabling the shift towards a more tech-forward future. Going completely Amazon-style cashierless might not be feasible for all retailers, but increasing the amount of self-serve kiosks around the store could help to speed up the pace at which consumers buy their items and leave, reducing queue times outside. They can also help to reduce the health risk for staff and consumers - particularly if they include voice-activated functionality - while also upgrading the look and feel of the traditional store. Software by companies, such as Sodaclick, use vision AI to provide voice-activated, interactive, digital signage solutions to support self- service kiosks in stores. Using machine learning, multilingual neural net speech recognition and vision detection, Sodaclick’s Voice solution can help retailers keep customers and staff safe, while also enhancing an immersive and hands-free experience. Additionally, hand sanitiser dispensers attached to digital screens can serve as helpful reminders for customers to wash their hands as they move around the store. A good example of this is the LCD Hand Sanitiser Display by OneDigital. Its information screen can display important governmental guidance while providing shoppers access to antibacterial hand gel, mitigating the extent at which germs may spread across the store. Then, by connecting to a CMS, businesses can monitor the sanitiser solution levels remotely and receive instant notifications when they need refilling. The future tech-first retail store While such technology is being deployed across the retail industry to first and foremost support health and safety measures, the increased presence of digital solutions could be the necessary catalyst for retailers to upgrade their stores, particularly if they want to compete with the likes of Amazon. The novelty of cashierless stores is currently an effective marketing technique, but the more consumers become accustomed to this high-tech environment, the more necessary it will be for retailers to rethink their physical space. For example, retailers may look to increase their use of LED video walls to enhance the customer experience through storytelling and animation, or even turn to more experiential retail techniques such as immersive or virtual experiences. It is difficult to say how much of the traditional store will survive as we transition towards a more tech-driven future. However, what is clear is that the highstreet will bounce back from this temporary slump. Provided retailers take the necessary steps to innovate and upgrade their stores with new technology, the future is looking bright for the retail industry. n future of retail KIOSK solutions 27Touchscreen technology has remained relevant across retail and leisure since it first emerged on the scene, albeit across the pond in the United States, in the mid-80s. changing the shape of touchscreen technology and its counterparts? touchscreen technology 28 KIOSK solutions Dean Ward founder and CTO Evoke CreativeIt’s revolutionised the way in which we interact with brands and has helped to dramatically streamline operations – at times at the expense of physical manpower. As an increasing number of companies have adopted touchscreen applications to manage customer interaction, sales and achieve greater levels of automation, the technology has become more intuitive, rapid and accurate. Infallible Its place in the market is undeniable and seemingly infallible. But, when a global pandemic hits – and hits hard – how does its role and usage change in those relevant, yet battered sectors? Having laid dormant for months, as lockdown forced many providers to close their doors, the question is whether the technology will come under threat as we begin to open up again? The simple answer is no. Yes, there is a minority who are understandably reticent about using such devices – whether it’s to order food, book tickets, or pay for items – particularly when they’ve been touched hundreds, if not thousands of times, during the course a day. But brands are still How is COVID-19 nging the shape of hscreen technology d its counterparts? Dean Ward, founder and CTO at Evoke Creative, a design-led manufacturer of interactive digital solutions, backed by BGF, the UK’s most active investor in growing businesses, explains. touchscreen technology KIOSK solutions 29Next >