The document discusses touchless interactions in a post-COVID world. It introduces ICS and Advanced Kiosks, who provide services related to embedded devices and self-service kiosks. The document then covers various touchless technologies like voice recognition, facial recognition, temperature sensing, and RFID/NFC. It provides examples of how these could be applied in restaurants for contactless ordering and payment. It also discusses applications in emergency rooms, like contactless check-in and patient monitoring. ICS and Advanced Kiosks position themselves as partners who can help organizations implement these technologies into self-service kiosks and digital solutions.

1. Mark Hatch, COO, ICS
Jeff LeBlanc, Director of User Experience, Advanced Kiosks
1
Don’t Touch!
Touchless Interactions in the
Post-COVID World

2. Agenda
● Introductions
● Don’t Touch This!
● Technology Alternatives
● Use cases
○ Let’s go out for a bite to eat
○ Take your kid to the ER
● Closing Remarks
2

3. About ICS / Boston UX
3
● Founded in 1987, 120 employees
● HQ in Boston, offices in the Bay Area and
Ottawa
● We annually deliver 70+ embedded devices for
global brands
● We provide:
○ Full-stack software development services
○ Full UX design services
○ End-to-end product realization
○ Qt training

4. Advanced Kiosks Introduction
● Designing and building self-service kiosks for
nearly 20 years
● Provider of complete kiosk solutions that blend
durability, functionality and modern aesthetics
● All devices assembled and tested in our Concord,
NH facility
● We stand apart from our competition by delivering
a complete solution
○ High quality hardware
○ Secure software
○ Expert design services
● Thousands of devices in the field
4

5. So... Would You, in August 2020?
5

6. Well Consumers are Saying...
● 74% of people have either worn gloves to use a public touch surface, or wiped
down a public touch point.
● 51% of people aim to always wash or sanitize their hands immediately after
using public touchscreens.
● 48% say that they will always use contactless payment where the limit allows.
● 25% stated that they’d use cash machines less.
https://www.foolproof.co.uk/journal/touching-technology-preparing-for-a-post-pandemic-future/
6

7. Touchscreens are a Source of Infectious Disease
● Many strains of bacteria, such as E. faecalis and listeria, can be found on
public touchscreens in restaurants and hospitals
● WHO lists 99,000 death annually in the US from HCAIs
● COVID-19 is believed to be spread by touching a surface that has infected
respiratory droplets on it and then touching your face
https://www.healthline.com/health-news/want-to-avoid-dangerous-bacteria-dont-use-touch-screens`
7

8. Touchless Technologies
● Voice Recognition
● Facial Recognition
● Body Temperature Sensors
● RFID, NFC and Beacons
● Companion Apps
● Gestures
8

9. Voice Recognition
● Has gained a lot of popularity in recent years thanks to
Alexa and Siri
● Speech recognition is approaching human-to-human
levels
○ “What did I say?”
● Understanding is constantly improving thanks to deep
learning techniques
○ “What do I mean?”
● Good, but has its limitations
○ Noisy / public environments
○ Requires cloud connection to really do well
9

10. Facial Recognition
● Another AI-based technology, using facial
markings to uniquely identify an individual
● Lots of discussion around security, privacy and
convenience
○ Security: airports using for screening
○ Privacy: kiosk can detect a face change and
log user out
○ Convenience: CaliBurger kiosks use facial
recognition to sign users into their loyalty
program
● Can work with mask on, or simply detect a mask
10

11. Body Temperature Sensing
● COVID-19 has led to new building access
protocols, including checking for an elevated
body temperature
● Using a hand-held thermometer breaks social
distancing and requires sanitization after every
use
● Self-service device with a thermal camera can
do this automatically
○ Done at a distance
○ Tie into access controls and data logging
11

12. Location Key to Application Success
12

13. RFID, NFC, Beacons and “Sniffing”
● RFID - gives off signal when probed by reader
● NFC - two way communication - key to payment systems
● Beacons - accurate location via multiple bluetooth receivers
● Smartphone bluetooth/wifi “sniffing” - involuntary with privacy concerns
13

14. Reducing Touch In a Grocery Store Kiosk
14
● Beacons in shopping cart handle
● Bluetooth/wifi sniffing
● If consumer buys “X”, remind them to
buy “Y”
● Voice enabled kiosks to locate product
“Store, where is the peanut butter?”

15. Companion Applications
● Primarily customized to product or service
15

16. ChargePoint Companion Application
16

17. Unrud - A General Purpose “Free” (GPL V3) Solution….
https://github.com/Unrud/remote-touchpad
17
Webapp
running
Unrud
Remote
Desktop API

18. Gestures - I Think Tony Stark...
18
However…
● General purpose, requires special camera, and big targets
● Detailed control can require specialized gestures that require training
● Socially awkward in public environments

19. Gestoos Air Touch (www.gestoos.com)
● Uses depth sensor interface to control the “mouse”
● Great for retrofit of infield hardware
● May need to refresh UX with larger touch points
19

20. Let’s Go Out for a Bite to Eat
20

21. Let’s Go Out for a Bite to Eat
● Many businesses have protocols in place to provide safe
access and service
○ Use case: restaurants
● Protocols generally involve limiting person-to-person
contact and minimizing touch points
○ Entering the building
○ Food ordering
○ Payment
● Several technologies can help facilitate the experience
21

22. Enter the Building - Step 1
● Today:
○ Check body temperature at the door
○ Requires a dedicated person, often a manager
○ Many hand thermometers are touch, so have to
be sanitized after use
○ Breaks social distancing
● Solution: device to scan temperatures at a distance
○ No need to sanitize after each use like a hand
thermometer
22

23. Enter the Building - Step 2
● Today:
○ New protocols often require a face mask
○ Requires a dedicated person, often a manager
○ Point of conflict between potential clients and
service staff
● Solution:
○ This test can also be automated, thanks to
modern AI techniques
○ Deep learning algorithms can scan face and
determine if a mask is being worn
23

24. Contactless Food Ordering
● QR scan to bring up a menu on phone
● Many restaurants have adopted
self-service kiosks for ordering
● Kiosks can be controlled without touch
○ Gestures (hand or head)
○ Companion app on phone
24

25. Contactless Food Ordering
● Kiosks can be controlled without touch
○ Facial recognition
○ CaliBurger uses facial
recognition as part of an opt-in
loyalty program, making it easy
to order "the usual."
25

26. Contactless Payment
● Many forms of contactless payment available
○ Chip cards
○ Phone apps
○ Apple Pay, Google Pay, Samsung, etc. use
NFC / RFID
○ QR scan and pay
● Payment options attached to loyalty programs
26

27. Take Your Kid to the ER...
27

28. Gain Access to ER Reception
● Automatic Temp sensor for gross illness detection
● Facial recognition to ensure a mask is being worn, mask dispenser at door
● Door opens automatically when mask worn and temp ok otherwise nurse
called to triage situation
28

29. So How Can We Make Registration Contactless?
ID Readers/Cameras
29
Apple/Google
Wallet
Medical Apps for Data
and Signatures

30. And Reducing Touch and Errors
40% use by ER Physicians
https://www.imedicalapps.com/2011/10/34-
doctors-smartphones-tablets-work/
30
X
● Wearable, disposable
● Heart rate, respiration
rate, temp
● FDA approved
X

31. Family Connection - in the Post COVID-19 World
● Voice input for
directions to the
patient
● Sniff bluetooth/wifi
on smartphone?
31
● Elevators “called”
automatically
● Floor for patient
selected
● Wall mounted LCD’s
provide personal
directions

32. Partnering for Safer Future
As we move through the COVID pandemic, new technologies will need to be
embraced to public health and safety
Both ICS and Advanced Kiosks have decades of combined experience using
cutting edge technology to solve problems
32

33. In Closing
● Many new technologies out there to support touchless interactions
● All have pros and cons, sweet-spots of usage
● Touchscreens still going to be around for a while
● New technologies must be considered to help with global pandemic
33

34. How Can Advanced Kiosks Help?
● Advanced Kiosks can provide complete turnkey solutions for your
self-service projects
● Expertise in all aspects of kiosk projects
○ Touchless interaction technologies
○ Kiosk hardware design
○ Kiosk security and management software
○ Design of interfaces with self-service in mind
34

35. How Can ICS Help?
● ICS combines UX design with full service touchscreen development
experience for touchscreens and mobile apps
● Experienced team can help you with
○ UX modification/redesign
○ Integrating all touchless technologies
○ Develop companion apps
35

36. Thanks for Attending
info@ics.com info@advancedkiosks.com
36