The way customers interact with self-service machines – like kiosks, vending systems, cabinets and smart lockers – is rapidly changing. For certain applications, mobile phones can unlock personalised, convenient, and powerful experiences. This evolution is exciting, opening doors for innovation and new ways to serve customers.
Over recent weeks, we at Quros® have seen growing interest from clients wanting to connect mobile phones to self-service machines for all sorts of reasons. Using mobile technology can offer tailored user journeys, add payment flexibility, provide secure identity checks, power loyalty programs, AI chat bots, and much more.
With clear goals in place, Quros® can help turn these projects into reality. But before diving deep into the technical details with us, it’s helpful to consider some fundamental questions: What exactly do you want to achieve using mobiles? And how should that interaction work? Does every project need a brand-new app, or can existing tools do the job? If you do need a custom mobile interface, what’s the best fit: a Mobile-Friendly Website, a Progressive Web App (PWA), a Hybrid App, or a fully Native Mobile App?
Big brands might simply add features to their existing popular apps, and this often provides a straightforward and cost-effective integration approach. However, for new ventures, specific marketing campaigns, focused tasks, or budget-conscious projects, building a complex native app isn’t always necessary or the smartest move. Let’s break down the options.
Before thinking about app development, focus on the core task. If your main goal is confirming a user’s identity or checking their age, a custom-built app might be more than you need. Consider these alternatives:
Many people already use established digital identity apps, with a range of providers available both in the UK and internationally.
–>(*) How it works: Your machine could display a code (like a QR code). The user scans it with their existing ID app to prove who they are or that they meet an age requirement (e.g., over 18). Our Quros.io platform securely verifies this with the ID provider.
–>(*) Pros: Uses apps customers may already trust and have set up; potentially less development work for the identity check itself.
–>(*) Cons: Relies on users having the right app; limited branding control during the check; doesn’t help with other functions like payments or loyalty; can add friction if users need to download and register on the spot, especially for quick purchases, or where ID documents such as driving licences or passports are required for validation.
–>(*) Best for: Scenarios where the only goal is a secure identity or age check before proceeding.
For situations like checking age for restricted products (e.g., enforcing “Challenge 25” policies without needing staff), technology built directly into the machine can help.
–>(*) How it works: A camera on the machine uses specialised AI software to estimate a user’s age from their face. Importantly, this is designed for anonymity, it estimates age bracket without identifying the specific person or storing personal biometric data.
–>(*) Pros: No app needed for the user; very fast for quick checks; designed with privacy in mind.
–>(*) Cons: Requires specific camera hardware and AI software on the machine; primarily solves age estimation, not necessarily general identity or other mobile functions depending on the use case (i.e. global or local solution, data protection & applicable notices etc); regulations around its use need consideration, in addition to lighting and initial calibration during installation & testing for the specific environment.
–>(*) Best for: Unattended retail requiring quick, privacy-conscious age checks directly at the point of sale.
If you need features beyond identification, like custom purchasing steps, surveys, integrated payments, loyalty features, specific machine controls, or a unique branded experience, then a dedicated mobile interface is the way to go. Here’s a breakdown of the main approaches, explained simply:
–>(*) What it is: A standard website designed to look good and work well on phone browsers.
–>(*) Access: Users scan a QR code or follow a link. No installation needed.
–>(*) Capabilities: Good for showing information, basic forms (like feedback), linking to other services. Needs an internet connection. Limited access to phone hardware (basic camera for uploads, location if permitted).
–>(*) Best for: Simple information displays or basic data collection where ease of access is key and advanced features aren’t needed. Lowest cost, lowest capability.
–>(*) What it is: Feels like an app but is built with web technology. Users can often add an icon to their home screen directly from the browser, skipping the app store.
–>(*) Access: Via the phone’s web browser; option to “add to home screen.”
–>(*) Capabilities: Can work offline for basic tasks (showing already loaded info); can send push notifications (like alerts); can access the camera more directly (e.g., for scanning QR codes within the PWA); can use device security (fingerprint/face) for logging known users back in securely (using a standard called WebAuthn). Access to features like Bluetooth or Near Field Communication (NFC) is currently very limited and varies by browser/phone.
–>(*) Updates: Instant – just update the web server.
–>(*) Best for: Creating an app-like feel without the app store hassle. Good for loyalty schemes, information tools, or simple ordering where deep hardware integration or complex offline work isn’t essential.
–>(*) What it is: A web application wrapped inside a native app shell. You build it mostly with web tech, but package it like a traditional app.
–>(*) Access: Downloaded from the Apple App Store or Google Play Store.
–>(*) Capabilities: Can access more phone hardware than a PWA by using “plugins”, think of these as bridges to native phone features. This allows for more reliable push notifications, better offline data storage, access to native fingerprint/face ID for security, and more functional Bluetooth/NFC interactions (though still dependent on plugin quality). Performance for demanding tasks might not be as fast as a fully native app.
–>(*) Updates: Changes to the web parts can often be updated quickly; changes to the native shell or plugins require submitting an update to the app store.
–>(*) Best for: When you need an app store presence and better hardware access than a PWA (especially for reliable notifications, biometrics, or NFC/Bluetooth), while still leveraging web development skills. A practical middle ground.
–>(*) What it is: An app built specifically for iOS (using Swift/Objective-C) or Android (using Kotlin/Java), or using cross-platform tools (like React Native, Flutter) that produce native code.
–>(*) Access: Downloaded from the Apple App Store or Google Play Store.
–>(*) Capabilities: Offers the best performance, smoothest user experience, and full, direct access to all phone hardware and features allowed by the operating system. This includes: robust biometric security (Face ID, fingerprint), full NFC capabilities (for payments, access control), reliable Bluetooth connections (including background communication), secure storage for sensitive data, advanced camera controls, and powerful offline functionality.
–>(*) Updates: Require submission to the app store and user installation.
–>(*) Best for: Complex applications demanding top performance, deep hardware integration (especially for secure payments, access control), significant offline capabilities, or the most polished user experience that feels perfectly integrated with the phone’s operating system. Highest development investment.
–>(*) Identity & Age Checks: Could third-party apps or on-machine vision suffice? If custom, do you need simple login (PWA/Hybrid/Native) or more complex analysis (requires camera access – quality varies)?
–>(*) Payments: Do you need simple web payments, or advanced features like tap-to-pay initiated from the app (favours Native)?
–>(*) Data Security: How sensitive is the data you need to store or handle? Native/Hybrid offer more secure on-device storage options than web-based approaches. Compliance (like GDPR) is vital regardless.
–>(*) Budget & Timeline: Simpler needs and shorter timelines favour Web/PWA. Complex, long-term projects often justify the investment in Hybrid/Native.
Choosing the right path is one thing; making it work seamlessly with the device is another. Quros.io supports you as an integration partner, helping to streamline and deliver your vision.
–>(*) Strategic Guidance: We help you analyse your goals and user needs to recommend the most suitable mobile strategy – whether it’s using existing tools or building a custom interface, ensuring it aligns with your clear specification and requirements. (Note: We are a B2B supplier and provide technical and strategic advice to committed customers only, but legal/regulatory compliance specific to your use case is your responsibility to research).
–>(*) Seamless Integration: We define the secure connections and data flows needed for your chosen mobile approach (or third-party service) to talk reliably with our machines and platform. We support integrating everything from webhooks to advanced AI like on-machine age estimation.
–>(*) Collaboration: We work closely with your internal teams or chosen app developers, providing the necessary tools and technical support.
–>(*) Future-Ready: We can help you consider and implement advanced interactions, either as phase 1 or later in the product cycle, like hyper-personalisation (tailoring the machine experience based on app data) or seamless handoffs (starting a process on the phone and finishing on the machine).
–>(*) End-to-End Support: Depending on the project, we can assist in managing the development and ongoing maintenance of the complete solution.
Selecting the right mobile interaction strategy for your self-service project is a key decision impacting cost, user experience, and capability. It’s not always about building the most complex app, sometimes integrating existing ID tools or using on-machine intelligence is the smarter path.
When a custom interface is needed, understanding the real differences between Mobile Websites, PWAs, Hybrid apps, and Native apps, especially regarding hardware access, offline needs, and security, is crucial.
At Quros.io, we bring the technical expertise and integration know-how to help you navigate these options. We focus on building long-term partnerships to create effective, secure links between your customers’ digital lives and your physical self-service hardware.
Ready to explore the best mobile strategy for your self-service vision? Contact Quros.io, we’d love to discuss your project.
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