Bridgestone B-FIT: First-of-Its-Kind Retail Video Kiosk

In 2012, Bridgestone Golf wanted to bring expert golf ball fitting to retail stores nationwide. The challenge: their fitting experts were centralized, but golfers were in stores across the country. I was the sole developer on a project to build one of the first retail video consultation kiosks—enabling real-time video calls between customers in stores and Bridgestone's fitting experts.

The Innovation

Before widespread video calling, before Zoom, and years before retail video consultations became common during COVID, this project pioneered a new retail experience:

• In-Store Kiosks: Custom touchscreen stations in golf retailers
• Live Expert Consultation: Real-time video with Bridgestone fitting specialists
• Interactive Fitting Process: Screen sharing, product visualization, and guided assessment
• iPad Companion: Store associates could assist with tablets

Technical Architecture

Building reliable video calling for retail in 2012 required solving problems that wouldn't have standard solutions for years:

Video Infrastructure:

• TokBox OpenTok (now Vonage) for WebRTC video
• Custom signaling server for call management
• Fallback strategies for poor network conditions
• Recording for quality assurance and training

Kiosk Application:

• Full-screen touchscreen interface
• Video call integration
• Screen sharing for product information
• Queue management for busy periods
• Remote monitoring and updates

Expert Dashboard:

• Multi-call management interface
• Customer information display
• Product catalog integration
• Fitting recommendation tools
• Call analytics and reporting

iPad App:

• Store associate companion application
• Customer check-in and queue management
• Product scanning and lookup
• Call assistance features

Hardware Integration

The kiosk hardware presented unique challenges:

Custom Enclosure:

• Commercial-grade touchscreen display
• Integrated camera and microphone
• Ambient noise handling
• Thermal management for retail environments

Network Requirements:

• Reliable connectivity in retail locations
• Bandwidth management for video quality
• Fallback to lower quality modes
• Network health monitoring

Peripheral Integration:

• Receipt printer for recommendations
• Barcode scanner for product lookup
• Credit card reader for purchases (planned)

User Experience Design

The interface needed to work for diverse users without assistance:

Intuitive Flow:

• Large, clear touch targets
• Minimal text, maximum visual guidance
• Progress indicators throughout
• Easy call initiation

Accessibility:

• Height-adjustable mounting
• Audio amplification options
• High contrast display mode
• Timeout and auto-reset

Retail Integration:

• Branded experience matching Bridgestone
• Product imagery and information
• Store-specific customization
• Promotional content between calls

Deployment Challenges

Rolling out video kiosks to retail in 2012 presented operational challenges:

Store Connectivity:

• Many retailers had inadequate internet
• Network upgrades required coordination
• Backup connectivity solutions
• Remote diagnostics and support

Staff Training:

• Store personnel unfamiliar with video tech
• Training materials and support documentation
• Escalation procedures for technical issues

Maintenance:

• Remote monitoring and updates
• Hardware replacement logistics
• Software update deployment
• Performance tracking

Results and Legacy

The B-FIT kiosk program was successful by the metrics that mattered:

• Increased Fitting Conversions: Customers who used the kiosk were significantly more likely to purchase fitted balls
• Expert Reach Extended: Bridgestone's fitting expertise reached stores without dedicated staff
• Customer Satisfaction: High ratings for the consultation experience
• Industry First: Pioneered retail video consultation that became common a decade later

The project was ahead of its time—video consultation in retail wouldn't become mainstream until the COVID-19 pandemic forced rapid adoption. But for Bridgestone, it provided a competitive advantage in golf retail for years.

Personal Significance

As the sole developer, this project required wearing every hat: architecture, frontend, backend, devops, and hardware integration. It was a formative experience in building complete products and solving problems across the full technology stack.