advice
Making kiosks
work harder
Self-service kiosks are quickly becoming
more popular in quick-service and
fast-casual restaurants as they look
to transform their front of house
operations. As an increasing number
of brands implement kiosks into their
physical stores, strategic design and
placement are just as important as
the technology itself in inspiring guest
interaction.
With the right layout and user
interface provide a strong brand
experience which can help to
increase the average order – ordering
behaviour with kiosks tends to differ
a bit compared to traditional cashier
interactions since customers don’t feel
quite as rushed due to the cashier or
fellow guest pressures to order quickly.
And given the proper operating space
and placement, customers will have
more time to customise orders and
even tend to increase order size as
they aren’t being observed by human
cashiers. Below are five ways you can
drive more profitable interactions with
your self-service kiosks…
Consider traffic flow &
patterns
The placement of self-service kiosks
should be conspicuous to customers but
without disrupting the normal foot traffic
of the restaurant. As people enter the
restaurant, they should be able to easily
identify the kiosk as the first ordering
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10 KIOSK solutions
Getting the most out of your self-service kiosks in
restaurants requires just a handful of easy
to implement considerations
By Rohan Rodney, Product Marketing Manager, NCR – www.ncr.com
option available without the need for any
human guidance.
Create an approachable
environment
Use digital signage or visually engaging
order attract screens on the kiosk to
warmly welcome customers as they
approach the device. The messaging
should explain the benefit of kiosk
ordering, such as time savings or easily
customised self-service. This guidance
will help alleviate any initial confusion
some people may have in knowing where
to place their orders.
2
Simplify the customer
experience
Ensure that the kiosk user interface
screen is inviting and non-intimidating
for customers who may be averse to
technology. Investing in an intuitive,
graphics-based user interface helps
solidify an enjoyable brand experience
and allows customers to confidently
place their orders.
3
Remove guesswork from the
process
On the payment confirmation screen,
be sure to communicate what the next
steps for your customers will be. With
orders coming in from a variety of
channels, this helps to avoid counter
clutter and interruptions to your staff’s
workflow. Effective use of digital order
ready screens also provide confirmation
to customers that their orders are in
queue and where to wait for their orders
to be fulfilled.
4
Low visibility equals low
usage
Self-service kiosks can be a worthwhile
investment leading to a profitable long-
term outcome as more customers input
larger ticket orders and stores can more
efficiently accommodate traffic. However,
it’s critical to do it right. Placing kiosks
where there's low visibility or low traffic,
or making them difficult and complicated
to use, will likely mean there will low
adoption rates by customers.n
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