Articles
Self service technology
How easy is it to deploy in practice?
Self-service solutions promise speed, convenience, and efficiency — but delivering on that promise is rarely as simple as it sounds. Beneath the glossy surface of kiosks, portals, and apps lie unexpected challenges, from integrating new systems with old infrastructure to overcoming the very human differences in confidence and digital know-how.
For some customers, self-service feels natural; for others, it’s a barrier. The question is: how can we design technology that works for everyone, not just the tech-savvy?
In this article, we unpack the realities of deploying self-service technology, share the pitfalls we’ve seen first-hand, and offer practical insights to help organisations create solutions their customers will actually use.
Read on to discover what really makes self-service succeed
- and where it can go wrong.
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