Use a weighted decision model instead of comparing hardware by appearance alone.
Choose the format that removes the largest customer and operator friction at the target site. The decision depends on product range, payment complexity, access hours, staffing, service route and evidence requirements.
Broader interaction and data when customers need choice, discovery and a guided journey.
Compact, familiar and efficient when the mix is narrow and the transaction should be fast.
| Criterion | Weight | Evidence |
|---|---|---|
| Assortment breadth | 20% | Planned SKU count and planogram |
| Customer effort | 20% | First-time task completion |
| Service workload | 20% | Refill and incident minutes |
| Payment and data | 20% | Settlement, refunds and export |
| Site economics | 20% | Contribution after venue and service |
- Pick the kiosk when choice and data justify the added interaction.
- Pick the traditional format when speed, footprint and route efficiency dominate.
- Run a pilot when the score changes materially under conservative assumptions.
Is newer automatically better? No; fit to the site is more important than feature count.
Which cost is often missed? Service labour, refunds, payment fees and the time required to manage exceptions.
What should the pilot prove? Customer completion, payment integrity, availability, service time and contribution.
