Friday, March 10, 2006

Improving usability to drive customers to self-service

Kiosk usability...

"In the fourth quarter of 2005, Forrester Research conducted a survey of more than 100 companies with annual revenues of $200 million or more. According to Nate Root, the author of the resulting study, one trend became crystal clear: Respondents want to shift more customers to self-service channels like in-store kiosks, telephone systems and the Web.

They also said that they perceive usability improvement as the key method of moving those transactions."   continued ...   (Via Putting people first)

Kiosk

Kiosk

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