Self-service kiosk: easier ordering for guests

Make the food easy to choose

A new guest does not know the menu. Use clear names, short descriptions and good photos of the food you actually serve.

Group dishes into a few categories, and make popular choices easy to find.

Show what is included. If the burger comes without fries, guests should understand that straight away.

This makes it easier to choose correctly.

Let guests stay in control

Make it easy to choose a size and extras, go back and correct a mistake. Show the price of extras and a clear total before payment.

Keep the path to payment short. Guests need an overview of their order and a simple message telling them where to collect the food.

Offer useful suggestions along the way

A photo of a drink or a suitable side can remind guests of something they would like. Choose a few suggestions that go with the dish.

It should be just as easy to continue without extras.

This makes the options visible even when staff have their hands full. It can increase sales without anyone having to remember to ask every guest.

Send the order straight to the kitchen

When the kiosk is connected to the till and kitchen screen, staff do not have to enter the order again. The kitchen receives the guest’s choices directly.

A clear message when the food is ready makes collection easier. Place the kiosk where guests can see it as they come in, and make the collection point easy to find.

Choose equipment that keeps up

A large, expensive kiosk is not necessarily a better kiosk. Look for a responsive screen, easy payment and equipment that still receives updates.

Try ordering from start to finish so you can notice if the screen responds slowly or anything gets stuck.

I would first consider buying the equipment rather than renting it. Renting and leasing can become expensive when payments continue for several years.

Compare the total you would pay over the time you expect to use the equipment, including service and any buyout payment. Then you can see whether buying actually costs less for you.

Keep the personal service

Some guests want to ask about the food. Others prefer to order from a member of staff.

Give them that option.

When more guests order for themselves, staff can give more attention to those who need help. Self-service does not have to make the restaurant less personal.