Kiosk implementation checklist
Run a kiosk rollout in three stages — architecture, testing and launch — and know where to send each type of problem.
Work through the rollout in this order, so the expensive surprises come up early. Most kiosk projects fail in testing, for reasons a one-hour architecture call would have caught.
Stage 1: agree the architecture
Get your kiosk provider, your OmniLab contact and whoever owns the venue network into the same meeting. Confirm:
- Scanner output: which barcode types the scanner reads, and the exact text it produces.
- WebView or frame: which one the kiosk uses, its browser engine and version, JavaScript, touch handling and full-screen mode. See Kiosk requirements.
- Address: how the kiosk adds the scanned value to the experience address. See Kiosk URLs.
- Recognition integration: if members should skip the sign-in screen, ask your Customer Success Manager to set up a recognition integration for the campaign.
- Keyboard: whether new participants fill in a form, and which keyboard the kiosk provides.
- Screen: resolution and orientation, so the layout can be checked on the real panel.
- Network: firewall rules, and allowlisting for every address the experience and its sign-in use. See the network points.
- Session end: how the kiosk returns to its welcome screen when a visitor walks away. See Inactivity management, and confirm your provider writes the idle script and builds the message.
Leave the meeting with a written note of who confirmed what. It's what you hold people to in stage 2.
Stage 2: test on the real device
Test on the kiosk itself, not on a laptop. If you can, give your OmniLab contact remote access to a test unit: it turns a week of screenshots into an afternoon.
- Check the kiosk loads the right touchpoint, with
l, thenfciorlogin=0. - Run the full journey for every start route you plan to use.
- Test the acquisition form with the kiosk keyboard, including a long email address.
- Scan a barcode that shouldn't work, and check the visitor sees a clear message, not a dead screen.
- Check the kiosk returns to its welcome screen when a visitor abandons a session, and that Stay puts them back where they were.
- Press Home mid-game, and check the kiosk returns to its welcome screen.
- Start two sessions in a row without a card, and check the second visitor doesn't inherit the first one's sign-up.
- Change the language in one session, and check the next one opens in the kiosk's default language.
- Scroll a long page, then open a panel, and check it opens on screen.
- Check camera or location access, if the experience asks for either.
- In a frame setup, log the raw messages from the experience, and check your listener tests
event.origin. - Check layout and touch target sizes at the kiosk's real resolution.
- Time the journey from scan to reward, and compare it with how long people will actually stand there.
- Pull the network cable and see what the visitor sees.
Record each issue with the stage it happened at and who owns the fix. After fixes, test the whole journey again, not just the part that changed.
Stage 3: launch and run
Before you go live:
- If you tested on a Staging campaign or a duplicate, load the live campaign's touchpoint link on every unit instead. Put its host in the shell's origin check.
- With the JavaScript tag, check the kiosk page loads the script from
cdn.21-digital.com, not the Stagingcdn-uat.21-digital.com. - Check the idle script lists the live campaign, then publish again every campaign it covers.
- Check rewards and prize stock are set up, and the campaign is published.
- Brief in-store staff on what the kiosk does, how to restart it and how to hand over prizes.
While the campaign runs, route problems by type:
| What's happening | Contact first |
|---|---|
| The game or form misbehaves, or the experience won't load | OmniLab support |
| A reward is wrong, missing or out of stock | Your marketing team, in Studio |
| The screen is frozen, the scanner won't read, or the keyboard is broken | Your kiosk provider |
| The kiosk has no internet connection | Your kiosk provider, then venue IT |
| A visitor complains about a prize or an outcome | Your in-store staff |
If you're a partner, raise each problem through the centre's Studio admin. Send the campaign link, the touchpoint ID, the device, the time it happened and a console log.
After the campaign, pull the participation and reward reports from Studio. Agree with your provider whether the units are taken down or set up for the next campaign.