imageHOLDERS Wrapped for 2025

Our research reflected the problems we tackled, the shifts we saw across sectors, and the direction we continued to build. Five themes stood out clearly across the work and they set the scene for everything that follows.

1. Starting with the user at the screen

Our year began with a clear focus on how people actually use kiosks. We explored smoother touchscreen journeys, clearer prompts, and ways to remove hesitation during check in, ordering, and self service tasks.

Read how we’re fixing frustrating service with digital retail kiosks

2. Seeing each sector demand its own kiosk story

Airports, QSRs, hospitals, retail stores, postal environments and community spaces all revealed distinct needs. We spent much of the year shaping our thinking around the behaviours, pressures and expectations within each setting.

Read how Citizens Advice Rotherham and District rolled out debt self service kiosks in familiar settings

3. Realising accessibility must come first

As the year progressed, accessibility took centre stage. We looked at practical ways to make kiosks easier for everyone to use, from height and reach to navigation and clarity in busy public settings.

Watch Ade Thompson explain how we make technology work for people, not the other way round

4. Understanding that trust now sits at the heart of self service

Security, compliance and system readiness became key drivers. ISO certification, accessible standards and the shift towards biometrics showed how organisations are rethinking the reliability and safety of touchscreen interactions.

5. Moving towards kiosks that think and connect

By the end of the year, the focus turned to intelligence. AI, smarter routing, patient flow systems and connected data all came together to show how kiosks are moving from static touch points to active parts of an intelligent journey.