Self-ordering kiosk (self-service)
Industry: Food & Beverage
Client: Self-initiated (Kofee Love)
Objective: Perfecting the ordering service and cutting the queue
The self-ordering kiosk allows office workers to quickly get a cup of coffee. The kiosk eliminates the cashier counter and provides customers with a high-quality brew.
I used to travel by plane a lot before the pandemic. I once needed to get a quick breakfast before my flight. There were eight people in line ahead of the cashier. I had to wait 45 minutes for my turn. That’s when I hoped for a self-ordering kiosk to save me time.
The Initiative
The project’s initiative is to shorten the wait time and eliminate the queue. It’s similar to using a mobile app to order, pay, and pick up. The kiosk accommodates a more diverse user base and offline use.
I designed the kiosk with the usability principle in mind. Make the design user-friendly for everyone. It gives customers greater control over their time.
The Design
When you arrive at the counter, the cashier will greet you and ask, “What would you like to order today?” Let’s do something different. Let’s show your customers you care about them. The kiosk asks them how they are feeling. Then it recommends a few drinks to customers. The design also allows the user to browse the menu rather than purchase whatever is recommended.
There is a clear Call-to-Action button where users can choose an item or cancel their order.
After selecting an item, users can begin customising the drink or food on the kiosk. When the item is successfully added, users are directed to the menu page. On the right side of the View Order button, users can see how many items have been added to the order.
You can suggest food and drinks for users to add to the Order Summary. Users can also change their order by clicking the edit and remove icons. The ordering system, as always, allows users to cancel an order. Credit card and e-wallet payments are now the most popular payment methods.
I improved the redeem voucher section after the initial launch so that users could redeem without entering the voucher code.
In this instance, e-wallet payment has been selected. It guides users through the payment process. Following payment, the collection queue number will be displayed. It indicates how many people are ahead of you.
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