As Olea Kiosks celebrates its 50th anniversary, we’re reflecting on the key lessons we’ve learned in the self-service industry. One of the most critical? Location matters. No matter how well-designed, intuitive, or advanced a kiosk may be, if it’s placed in the wrong spot, adoption rates will suffer.
A Case Study in Poor Kiosk Placement Strategy
A few years ago, a national QSR restaurant provided a real-world example of this lesson. The brand decided to test self-service kiosks at several of its locations, deploying a couple of kiosks in each restaurant. However, instead of positioning them near the ordering counter—where customers traditionally placed their orders—the kiosks were installed off to the side, on the way to the restrooms.
The reasoning behind this decision? They would be out of the way and it was easier to access existing electrical and network infrastructure. While this made installation simpler, it ultimately contributed to the project’s failure. After running the test for a year, the restaurant pulled the plug, reporting that the kiosks didn’t achieve the expected usage.
Understanding Customer Behavior
The lesson here is clear: kiosk placement strategy must align with natural customer behavior. Guests expect to place an order at the front counter. If this kiosks are not in the path of foot traffic, people will may not realize they are there. A kiosk should be positioned where customers are already accustomed to completing that action—whether ordering food, buying a ticket, or checking in for an appointment.
Convenience vs. Effectiveness
While it may be tempting to place kiosks out of the path of your foot traffic or where electrical and network access is most convenient, that approach often leads to suboptimal results. A successful deployment requires businesses to prioritize the best customer journey first and then modify infrastructure accordingly. Investing in proper power and connectivity solutions in a high-traffic, high-engagement area will ultimately yield a higher return on investment.
The Bottom Line
The right technology in the wrong place is a missed opportunity. Our decades of experience in the kiosk industry have taught us that successful deployments require thoughtful placement. Businesses that take the time to evaluate foot traffic, customer behavior, and user convenience—rather than just installation ease—will see far greater success in self-service adoption.
As we celebrate 50 years of innovation, Olea Kiosks remains committed to helping businesses find the best kiosk placement strategy. When it comes to location, the best spot is always where customers naturally engage in the activity the kiosk is designed to support. After all, a well-placed kiosk isn’t just a convenience—it’s a game-changer.
