Tablet Computers as Kiosks:
The Challenges
There
are
many
new
consumer
grade
tablet
computers
coming
on
the
market.
Devices
such
as
the
Apple®
iPad®,
the
Motorola®
Xoom™
and
the
Blackberry®
Playbook™
are
gaining
rapid
acceptance.
These
units
are
well
engineered,
elegant
products.
At
first
sight,
they
appear
to
be
the
perfect
alternative
to
a
conventional
Kiosk.
However,
appearances
can
be
deceptive.
Taking
a
consumer
device
and
placing
it
in
a
commercial
environment
creates
many
challenges,
and
can
be
an
expensive
proposition.
Hardware
Durability - Consumer devices are not
designed to survive rough treatment. They are designed to be handled carefully by the owner, who has every incentive to look after the device due to the high initial cost. In contrast, commercial kiosks are designed to be left out in the open where they are handled by retail store customers, who have no obligation to exercise care. As a result, commercial kiosks have a ruggedized case and are designed to survive rough treatment, spills, and dirt.
Structural integrity– Kiosks are normally
fastened to a wall or other fixed object. Hand held consumer devices have limited structural integrity. If the case is stressed (e.g. by a child doing pull ups), the case can twist and may cause damage to the internal components or screen assemblies. Most
commercial devices have a chassis and can withstand substantial force without
sustaining damage.
Mounting Options – A handheld device is
not designed to be mounted on a fixture; therefore, it does not have standard kiosk mounting options such as VESA.
Theft – Kiosks are normally placed in an
unattended environment. Tablet computers are very desirable to thieves, and can easily be resold. Even if the potential thief does not succeed in stealing the device, it is very likely that the unit will be damaged.
Thermal – It is critical that mounting of the
unit does not obscure the cooling holes in the case. Without suitable airflow the unit can shut down and may sustain damage.
Tampering – Tablet computers have a
number of buttons and ports which must be covered to prevent tampering.
Third Party Cases – Clearly the tablet
computer must be mounted in a custom case to satisfy all of the above mounting
requirements. A custom case must be very sturdy and fully enclose the device. This can ruin the good looks of the tablet
computer, and substantially adds to the cost.
Screen Brightness - In a retail environment
there is normally very bright ambient lighting. Screen brightness is very important. Commercial devices normally have a brighter screen (500-600 cd/m2). Consumer units are somewhat dimmer (300-400 cd/m2).
Power over Ethernet - Often AC power is
not available for kiosk installations. Commercial kiosks can take advantage of POE (Power Over Ethernet). This allows low voltage Ethernet cable to be run (often without permits). The Ethernet cable also provides a reliable data connection.
Branding – Commercial kiosks are designed
to be customized and/or branded. Typically units can be customized with various
designs and colors to match an existing brand.
Options
Tablet computers are designed as a handheld device, which are occasionally connected to a computer (as a slave device) for
synchronization. Primary communication is via WIFI or 3G. Consequently, there are no physical ports available for peripherals or
Peripherals- Commercial kiosks can be
fitted with many peripherals including:
• Printers
• 1D or 2D barcode scanners. It might seem that the internal camera can take the place of a barcode scanner, but this requires much more user interaction, as the barcode has to be carefully lined up with the screen (remember the screen is fixed) and the user has to initiate taking of the picture. In a commercial scanner the barcode is simply waved under the device.
• Credit card readers
• Smart card readers
• Near field devices
• Proximity sensors
• Commercial imaging devices
Wired Ethernet – Wired Ethernet may seem
antiquated, but it is still preferred for retail use. Commercial kiosks have a wired Ethernet connection which provides reliable, low maintenance, high speed
communication. WIFI is convenient for a handheld device, but it has a number of disadvantages:
• Questionable security, requiring careful programming and regular password changes. Passwords must be changed on the device requiring an on-site
maintenance call.
• Can be unreliable if there are other devices competing for the same bandwidth.
• Subject to dead spots depending on store layout and construction.
Serial Ports – Legacy devices are often
USB Host Ports – Most ancillary devices
are now connected through USB. Often tablet computers only have USB slave ports, or do not yet fully support USB
communications.
Touch Screen Options – Typically, tablet
computers have a projected capacitive touch screen. This is ideal for many applications. Unfortunately, these only work when there is direct contact between the skin and the screen. There are a number of commercial applications such as signature capture where these do not work. Commercial kiosks typically have resistive touch screens, which accommodate most applications.
Thumb Drives – Typically, there is no
support for thumb drives on a tablet. Thumb drives are often used for testing, updating and log collection, or when there is an issue with connectivity.
Software
Adobe® Flash® – Some tablet computers
do not support the Adobe® Flash® Player. Many kiosk developers use flash to
implement their user interface.
Application Development – Typically, this
must be done using the manufacturer’s development kit. This can often mean retraining staff. Commercial kiosks generally use the Windows® operating system. A very large pool of qualified developers exists for this platform. Of course, a key ingredient in a typical tablet interface is the gesturing. Similar
functionality is now available on the Windows® platform.
Legacy Applications – Often, there is
existing kiosk software that may not run on a tablet. The cost of rewriting the software for a new tablet computer operating system may be prohibitive, and a compatible platform must be found.
Approvals – In some cases, the device
manufacturer must approve software before it is deployed, which can lead to delays.
Application Startup – When power is
restored after a power outage, a tablet will not turn on automatically. Furthermore, once the unit turns on, it will not automatically run a specific application. This requires manual intervention. It is not sufficient to rely on local store staff, to perform this function
Software Stability – Although rare, if the
application crashes, a tablet screen will revert to the desktop. Any passing customers can then start playing with the device and may cause damage. The unit will then be inoperable until service personnel reset it. Commercial kiosks prevent this by detecting application
behavior using a hardware-based watchdog. If a problem is detected, the unit will
automatically be rebooted without requiring manual intervention. This functionality can dramatically reduce costs. A typical service call is $50 or more.
Maintenance
The initial cost of the hardware is only one piece of the puzzle. There are many long term costs which quickly outweigh the short term costs.
Service Life - Consumer devices are not
designed for continuous usage. They have a relatively short lifespan. It is expected that they will be replaced with the latest model after a few years of use. Commercial kiosks are intended to be on 24/7, and are designed to last five to ten years with appropriate maintenance. This extended lifetime is achieved by careful design and commercial grade parts.
Screen Life - The LCD screen is typically
rated at 10,000 hours. Lifetime is defined as the point at which the screen is at half the original brightness. Assuming that the unit is used 24/7 the screen will last just over one year before it needs replacement. A commercial grade LCD screen is rated at 50,000 hours (just under six years).
Repair Cost - Repairs are expensive,
especially when the unit is a few years old and has been replaced by a new model. Parts can be difficult to obtain. Repairs can also be difficult as consumer devices are not designed to be easily disassembled. Many cases are held together with tiny plastic tabs, which can easily be broken. Commercial kiosks are intended to be maintained over an extended lifetime. The case is held together with screws and, therefore, can easily be disassembled. Parts are normally available long after the initial purchase date.
Warranty – Consumer devices typically
have a 1 year warranty. In some cases this warranty may not cover commercial use. The warranty on a commercial unit is typically 2 years.
Management
Monitoring – There is nothing worse than a
kiosk that is not working. How many times have you seen broken check-in kiosks at the airport? Local store staff will rarely make any attempt to report a failure. The most reliable way to ensure uptime is to provide real time monitoring software. In the tablet computer world this type of software is difficult if not impossible to find.
Distribution and Updating – A critical
factor in a successful kiosk deployment is the ability to remotely manage and maintain software. On a tablet computer this must often be done through mechanisms provided and/or controlled by the device
manufacturer. This can be difficult to integrate into existing processes.
IT Infrastructure – Frequently tablet
computers are not compatible with the Windows®-based IT infrastructure used by many companies.
About the sponsor: Founded in 1999 and based in Vista, Calif., RedDotNet develops,
manufactures and manages end-to-end solutions for the retail environment. The company offers interactive, multi-media solutions, including innovative kiosk design, to help retailers and suppliers connect with customers. To learn more, visit www.reddotnet.com.
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