Self-service kiosks are touchscreen terminals that allow attendees to complete transactions and access information without staff assistance. If you have used a self-checkout at a supermarket, ordered food at a fast food restaurant screen, or collected train tickets from a machine, you already understand the concept. The same technology is now being adapted for events.
The appeal for organisers is straightforward: kiosks handle high volumes of simple, repetitive transactions faster than staff, with consistent accuracy, at any time. They do not take breaks, do not need training for each event, and can operate in any language the software supports.
Where kiosks are being used at events
Ticket collection and box office
Self-service kiosks at venue entrances allow attendees who purchased tickets online to collect physical tickets or wristbands by scanning a QR code or entering a booking reference. This reduces the queue at the manned box office and speeds up the entry process. For events where physical tickets or wristbands need to be issued on arrival, kiosks can handle the straightforward collections while staff deal with complex issues (name changes, group pickups, payment problems).
Food and drink ordering
Ordering kiosks at event food outlets work the same way as they do at high-street restaurant chains. The attendee browses the menu on screen, selects items, pays by card or mobile payment, and receives an order number. The order is sent to the kitchen, and the attendee waits for their number to be called or displayed on a screen.
The benefit is speed: a kiosk can take an order in under a minute, and multiple kiosks can operate simultaneously. This is particularly valuable during peak periods at festivals and large events, where food queues are a major pain point. Kiosks also tend to increase average order value, because the visual menu and upsell prompts (add a drink? upgrade your portion?) are more effective than a hurried verbal interaction.
Merchandise sales
Merchandise kiosks display the available products (t-shirts, posters, programmes) and allow attendees to select items, choose sizes, and pay. The order is fulfilled by staff behind the counter who pick and hand over the items. This is faster than a traditional counter interaction where the attendee browses, asks about sizes, changes their mind, and pays all through the same staff member.
Information and wayfinding
Information kiosks at large events display maps, schedules, performer information, and general event details. Attendees can search for what they need without finding a staff member. These kiosks are particularly useful at conferences and trade shows, where attendees need to locate specific exhibitors, sessions, or facilities.
Registration and badge printing
At conferences and business events, self-service registration kiosks allow attendees to check in, confirm their details, and print their name badge without queuing at a reception desk. The attendee scans a QR code from their confirmation email, the kiosk verifies their registration, and a badge prints within seconds.
The technology
A typical event kiosk consists of a touchscreen display (usually 15-32 inches), a card payment terminal, a thermal printer (for receipts, tickets, or badges), and a compact computer running the kiosk software. The whole unit is housed in a rugged enclosure designed for the event environment.
The kiosk connects to the event's network (wired ethernet for reliability, or wifi where cabling is not practical) and communicates with a backend system that manages inventory, orders, and transaction records. The software is typically cloud-based, allowing remote management, monitoring, and content updates.
Kiosks can be rented for events rather than purchased. Rental costs typically range from £200 to £500 per unit per day, including the hardware, software, delivery, setup, and collection. For events running multiple days or requiring many units, volume discounts and package rates are common.
Accessibility considerations
Self-service kiosks must be accessible to people with disabilities. This is both a legal requirement under the Equality Act 2010 and a practical necessity -- if a significant portion of your audience cannot use the kiosks, you are creating frustration rather than solving a problem.
Key accessibility features include:
- Height -- The screen must be reachable by wheelchair users. Adjustable-height kiosks or screens mounted at a lower position ensure access.
- Screen readability -- High contrast, large text, and a clear layout are essential, particularly for outdoor kiosks where sunlight affects screen visibility.
- Audio output -- For visually impaired users, the kiosk should offer audio prompts and instructions via headphone jack or integrated speaker.
- Simple interface -- Large buttons, clear navigation, and minimal steps reduce cognitive load and make the kiosk usable for people with a range of abilities.
- Staff alternative -- A staffed service point should always be available for those who cannot or prefer not to use the kiosk. See our guide to digital accessibility for broader principles that apply to kiosk interfaces as well.
Challenges and limitations
Weather
Outdoor kiosks need to withstand rain, wind, and direct sunlight. Rain makes touchscreens unreliable (water droplets trigger false touches), and sunlight makes screens unreadable. Weatherproof enclosures with sunlight-readable screens are available but add to the cost. For UK outdoor events, weather protection is not optional.
Connectivity
Kiosks that depend on network connectivity for every transaction will fail if the network goes down. Offline capability -- the ability to process transactions locally and sync when connectivity returns -- is important for resilience. Not all kiosk platforms support offline operation, so check this before committing.
Vandalism and theft
Unattended kiosks at events are vulnerable to vandalism, particularly at evening and night-time events. Robust construction, tamper-proof fastenings, and placement in well-lit, staffed areas mitigate this risk. Insurance coverage for event kiosk hardware should be confirmed before deployment.
The human element
Some interactions genuinely benefit from a human. A confused attendee, a customer wanting a recommendation, or someone having a bad day may need a person rather than a screen. Kiosks work best as a complement to staff, handling the routine volume while staff focus on the interactions that need a human touch.
Measuring the value
The return on kiosks can be measured through throughput (transactions per hour compared to staff-only service), average transaction value (kiosks typically increase this through visual upselling), queue length reduction, and customer satisfaction scores. For food and drink operations, the reduced labour cost per transaction is also significant, particularly given rising staff costs in the UK events industry.
Self-service kiosks are not a universal solution, and they do not replace the need for knowledgeable, friendly event staff. But for high-volume, repetitive transactions, they improve speed, accuracy, and the overall attendee experience. As the technology becomes more affordable and the software more flexible, expect to see kiosks at a wider range of UK events.
