Moving On

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The self-service industry has another new technology to absorb: mobile devices. These devices, such as the iPad, have become more functional and are available in a broader range of products. As companies seek new technology opportunities, usage has expanded from consumers to self-service. Unfortunately, this causes security issues similar to those found in kiosk self-service applications. These issues are mostly unavoidable in the iPad, but the good news is that they can be addressed in Android devices.
 

Why deploy mobile devices as self-service apps? There are a number of reasons. Mobile devices are easy to connect to WiFi or cellular data networks. They have mature and intuitive touch screen interfaces. They can be mounted in a fixed kiosk pedestal or deployed as a true mobile device. Since they were designed for consumer use, and are therefore not made to last as long as higher quality OEM devices, they usually cost significantly less.
 
Despite being first to market, the Apple iOS operating system used on the iPad is surprisingly poorly suited for self-service. Self-service imposes demands on an operating system that differ greatly to those imposed by consumer use. Unfortunately, by having a closed operating system, Apple has tied the hands of anyone wishing to write robust self-service applications. On the other hand, Android has an extremely open operating system that is well suited for self-service. When Microsoft ships Windows 8, which is planned to target mobile devices, it too will be a viable platform for self-service.
 
However, just like with PCs, the mobile device needs to be protected from abuse by the self-service user. The user’s personal information needs to be similarly protected, since the device will be used next by a complete stranger. This protection takes many forms.It is critical to prevent the user from accessing the Desktop/App Launcher. The user should be allowed to run the specified application, but prevented from configuring or executing any other applications or downloading and installing any new applications.
 
If the application uses a browser, and most will, it is important to ensure the user is limited only to the domains or pages allowed. In addition, if displaying internet web pages, then links such as mailto tags or file downloads need to be blocked. When the user has finished, all traces of them on the device must be removed.
 
An important aspect of any self-service deployment is the ability to monitor the device remotely to determine its current status. Is your application running? Are any components reporting errors? For a mobile device, the requirements can also include the location of the device and the battery life remaining.
 
Mobile devices have one major drawback: they are mobile. It is important for the user to know the device needs to be returned, for the device to indicate to the user when it is about to leave an approved operation area, and for it to lockdown and provide retrieval information to the deployer if it does leave the approved operation area.