Creating Killer Kiosks: Why Having One Isn’t Enough for Your Restaurant’s Success

As technology intertwines with daily life more seamlessly than ever, and the rising costs of labor seem to have no end, restaurant brands are turning to digital kiosks as a way to enhance operational efficiency and guest satisfaction. However, the...

As technology intertwines with daily life more seamlessly than ever, and the rising costs of labor seem to have no end, restaurant brands are turning to digital kiosks as a way to enhance operational efficiency and guest satisfaction. However, the mere presence of a kiosk does little to guarantee positive returns. Leaders cannot set it and forget it.

How the kiosk operates is just as important to operations as it is to the guest experience on the front end. Put bluntly, guests have to LIKE using the kiosk if they’re going to come back. And the only path to realize that emotional driver is by focusing on the customer experience as a priority.

Here are some considerations to realize a better guest experience when activating kiosks at your restaurant brand:

1. Design the User Experience First

A kiosk’s success hinges on its ability to understand and adapt to guest behavior. Designing with a frictionless, behavior-driven user flow in mind means anticipating the guest’s needs and making the process of ordering as intuitive as tapping a smartphone. It’s about reducing the steps to order, simplifying decision-making, and creating a journey that feels less like a transaction and more like an interaction.

2. A User Interface That Embodies the Brand

The kiosk’s interface is the face of your brand within the four walls of your restaurant. It should be more than just functional; it should resonate with your brand’s essence. A well-designed UI is not just about pretty visuals; it’s about creating an emotional connection with the guest through thoughtful design elements that are in harmony with your brand’s identity. This alignment turns a simple order into a branded experience, strengthening the relationship with your guests.

3. Kiosk-Savvy Front of House Staff

Integrating kiosks doesn’t mean sidelining your team. On the contrary, training your front-of-house or counter staff to be kiosk experts can significantly enhance the guest experience. Staff members should be able to guide guests through the ordering process, troubleshoot on the fly, and provide that human touch when technology falls short. This hybrid approach ensures that guests always feel supported, even in a self-service setting.

4. A Team That Puts Hospitality First

The core of the hospitality industry is, unsurprisingly, hospitality. Every guest interaction, whether it’s with a person or a kiosk, should be infused with warmth and care. Staff members should be ambassadors of hospitality, ready to step in with a smile, offer personalized recommendations, or simply be there to ensure that technology enhances the dining experience, not detracts from it.

5. Keeping Content Fresh

Just like any digital platform, a kiosk’s content should never grow stale. Regular updates to the menu, promotional offers, and even the user interface keep the experience fresh and engaging. This dynamism encourages guests to explore new offerings and keeps the brand top-of-mind, turning occasional visitors into regulars.

6. Ensuring ADA Compliance

Accessibility is not optional; it’s a necessity. Ensuring your kiosk is ADA compliant not only broadens your restaurant’s appeal but also reinforces your commitment to inclusivity. From adjustable heights to audio assistance and simple navigation, these features ensure that everyone, regardless of ability, can enjoy the convenience of your kiosk.

In essence, it’s crucial to view kiosks as extensions of your digital ecosystem, akin to your website, app, and digital boards. Each serves as a touchpoint that tells your brand’s story, engages with guests, and ultimately contributes to your bottom line. By focusing on a meticulously designed UX and UI, fostering a team of kiosk experts and hospitable staff, keeping content fresh, and ensuring accessibility, restaurants can transform their kiosks from mere technological additions into powerful tools for growth and guest satisfaction.