Retail
Self-service price checks, checkout and payments at a retail location.
Vending Machines
Fully automated small scale retail.
Online Shopping
The end-to-end experience of shopping and ordering online.
Banking
Banking transactions such as transfers or withdrawals online or using an ATM.
Trading
Trading on a market such as a stock market online.
Flights
The process of buying an airline ticket, checking-in and checking your bags.
Transport
Buying a ticket for transport and scanning that ticket to board a bus, train or ferry.
Restaurants
Self-ordering and payment at restaurants.
Buffets
Buffets and drink bars can be viewed as a type of self-service.
Self-Seating
Choosing or finding your own seat.
Hotels
Self-service check-in and check-out.
Amenities
The ability to directly access amenities at a facility such as a hotel. For example, being able to go to the pool and access pool towels without assistance.
Service Subscriptions
Subscribing for a service such as streaming media.
Cancellations
Canceling a service or order.
Returns
Being able to return a product without having to contact customer service.
Status Checking
Checking the status of an order, transaction or process online.
Security
Access to a secure area or service using digital methods.
Elections
Voting booths are essentially self-service although people may be involved in validating your identity.
Borders
Automated passport control at a border crossing.
Parking
Parking and paying for parking without a valet or attendant.
Delivery
Options to drop off and pickup deliveries to automated boxes.
Administration
The ability to complete an administrative task such as renewing your drivers license online.
Assessments
Do-it-yourself assessments such as an app that assesses the flood risk at your home.
Tours
Unassisted tours and guides such as the headsets at a museum.
Rentals
Renting an asset such as a car from an automated attendant.
Product Assembly
Products that you need to assemble at home.
Appointment Scheduling
The ability to book, change or cancel an appointment online.
Honor System
A system with no security that asks you to follow a rule. For example, a vegetable stand in the countryside where you leave payment in a box.
On-demand Content
Streaming services that allow you to access media on demand.
Self-Service Support
Online content and other services such as chatbots that attempt to answer common customer service inquiries.
| Overview: Self Service | ||
Type | ||
Definition | Automation of customer service using interfaces that reduce interactions with human representatives. | |
Potential Value | Cost reductionLonger service hours and more functionality.Ability to expand physical presence to more locations.Reduced waiting time.Increased security. | |
Related Concepts | ||
