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I know why I use self-service machines for purchasing tickets and checking in at airports: repeatability and speed. I've memorized my interaction sequence with
by Kliment 16y ago
I know why I use self-service machines for purchasing tickets and checking in at airports: repeatability and speed. I've memorized my interaction sequence with the German rail ticket machines to the point where I can get a ticket in 25 seconds. No desk service is that fast. Also, I don't have to deal with potential human unpredictability and communicating what I want. My interaction with the machine is already in muscle memory, and I don't feel rude when specifying things with extreme precision. Getting a specific seat on a plane is a multi-step operation at a checkin counter. Some clerks ask you if you want an aisle or window seat, but sometimes act offended when I ask for seat 3C. Some don't ask at all, and print out the boarding card before I can complain (not that it's a big deal where I sit, but it's a factor). Poking the 3C box on the self-service machine allows me to disregard the mood the clerk is in and get what I want. I feel more in control, and don't feel like I'm being a difficult customer. When I first moved here, I had a major language problem, so having machines with a language switch helped me a lot. But even now that I speak the language fluently, I still prefer automated experiences. The article has a point, there are a number of people in my life I care about, but bank tellers and checkin clerks are not important to me. I'll be nice to them when I encounter them, but I much prefer not having to interact with them. After all, they are entering the same stuff into the machine as I would, ideally.
- dfranke 16y agoRelated point: at the same time that the machine allows me to be more efficient, and to be more precise without being rude, it also lets me be less efficient without being rude. An automated kiosk doesn't care how many times I ask it the same question, and doesn't feel like I'm jerking it around if I cancel out of buying a first class upgrade when I'm at the final confirmation screen.
- mattmillr 16y agoI completely agree with you. Unfortunately, sometimes when I'm checking in at US airline kiosks, a "helpful" attendant will come over and start operating the kiosk for me. I can't stand that -- it's the worst of both solutions. For example, when I'm using the kiosk myself, I can take my time browsing the seats that are available and pick the best one. When the attendant is "helping," I feel like I can't explore my options.
- barmstrong 16y agoGoogle has really embraced this in the web world I think. They reduce costs by eliminating phone/email support most of the time, which allows them to offer free (ad supported) products on huge scales. This can be infuriating in the rare case where you hit a true bug and can't reach a real support person. But I think the trade off for them was worth it. It's almost like they are saying "we build stuff for smart people and make them free, if you need a lot of hand holding this might not be the right product for you". The quality of questions coming through a typical support center is so low, it's tough to find people who've encountered a true bug that needs fixing.