Has anyone implemented a physical self-service IT kiosk that guides users to the right help page or tool? We already have an intranet and self-service site with password-reset instructions and other resources, but we still get many walk-in requests for issues people could resolve themselves. The idea is to use an unused computer or Raspberry Pi with a simple visual menu, icons, and links for common tasks, making the available guidance less overwhelming while still allowing users to contact IT when needed. I'm interested in practical ideas, implementation approaches, and lessons learned.
4 Answers
A dedicated IT page on the intranet or self-service portal is usually easier to maintain than a physical kiosk. You can provide large buttons for password resets, account unlocks, software requests, and other frequent issues, then track which links people use. A kiosk could simply be a locked-down browser displaying that page.
Physical kiosks have been tried in some offices and often see little use unless they are placed where people naturally go for help. If you build one, keep it focused: a few common options, large buttons, a locked-down browser, automatic session reset, and no storage of user credentials. Start with a small pilot and measure whether it actually reduces walk-ins before investing in more devices.
A kiosk could work for users who are willing to follow the process, but adoption may be the biggest challenge. People who routinely ignore instructions may simply walk up to the kiosk and ask IT to do it for them. Clear management support and an expectation that users try the self-service option first would probably matter more than the hardware.
That makes sense. The goal would be to make the first step simple and visual, while keeping IT available for cases where the user cannot access their account or device.
Consider putting shortcuts or a clearly labeled folder of help links directly on managed desktops as well. That will reach more people than a kiosk, though it will not help someone who is locked out. For those cases, the physical kiosk could provide the password-reset or account-recovery links without requiring access to the user’s workstation.
Good point. A combination of desktop shortcuts for normal situations and a kiosk for access problems may cover more use cases.
Using a kiosk as a simple front end for the existing resources could be a good compromise, especially for users who cannot get into their normal device or account.