[finders] Up The Stairs

[finders at findability.org]

October 17, 2010: Up The Stairs

http://findability.org/archives/000641.php

A couple of years ago, I began to notice big red boxes appearing inside and outside grocery stores in Ann Arbor. I ignored them for a while, which wasn't easy because they are big and red, but eventually I gave Redbox a try. My first experience wasn't great. Using a kiosk interface to browse the DVD selection while strangers peered over my shoulder was unnerving.

Still, I endured the kiosk search a few more times before stumbling upon the website and realizing I could search and pay online, then pick up my movie at the kiosk with a swipe of my credit card. This multi-channel epiphany led to a much better experience, and I'm now a Redbox fan.

But how many folks never get past the kiosk? How do we make it easier for people to learn about multi-channel possibilities? The idea of smoothing the steps into a gentle slope sounds good, but I'm not sure it's entirely practical.

#ubicompsketchbook on Twitter and Flickr

Perhaps we need ways of catapulting users to the next level. Or, even better, maybe we should copy Foursquare and turn it into a game. I can imagine Redbox offering free rentals to users who reach the next level. Steps might include your first web/kiosk or mobile/kiosk combo or the first time you return a DVD in a different city than the one in which you rented it. What do you think? How would you get users up the stairs?