Selfservis

Selfservis, or self-service, refers to systems and processes that enable customers to perform tasks themselves with minimal or no direct assistance from staff. The concept spans a wide range of settings, including retail, hospitality, healthcare, libraries, airports, and public services. Selfservis can involve physical equipment, such as self-checkout kiosks and ticket vending machines, as well as software solutions like mobile apps and online forms.

The development of selfservis accelerated with advances in automation, user interfaces, and connectivity. Early examples include coin-operated machines and self-checkout in grocery stores, with later expansion to airline self-service kiosks, banking ATMs, and library self-checkout. More recent trends emphasize digital self-service through smartphones, tablets, and cloud-based platforms, enabling customers to initiate and complete processes remotely and asynchronously.

Common applications include point-of-sale self-checkout, self-service check-in and boarding at airports, automated vending and dispensing, self-service banking, library book borrowing, and healthcare check-in or appointment scheduling. In many sectors, selfservis is used alongside traditional service channels, sometimes forming a multichannel or omnichannel experience that gives customers choice over how they interact.

Benefits of selfservis often include faster service, lower labor costs, improved accuracy, and extended service hours. Potential challenges involve keeping systems secure and reliable, ensuring accessibility for users with disabilities, managing the impact on employees, and maintaining data privacy. Successful implementation typically requires careful design, integration with existing systems, staff training, and ongoing user feedback.