Website

Short Description

Initial Situation:

The high level of automation and the complex product range made it impossible to use a standard off-the-shelf order kiosk solution.

Goal:

Thanks to a comprehensive integration into gastronomy management (cash register, ERP, CRM with loyalty program, and store management), as well as a high level of user-friendliness, both guests and staff benefit from a unified, intuitive input interface across all digital channels. This interface facilitates easy handling while offering a high degree of customization. Through this comprehensive integration, there is no need for additional management platforms at all.
Orders are processed exclusively via the order kiosk; there is neither a display case nor a way to order at the cash register. All kitchen processes are fully digitally supported, and the kitchen team receives all information via digital media. As a result, the entire workflow is made more efficient, further improving the customer experience.

Facts

+28.3%

Revenue

2-8

Systems
per location

~500

Orders
per day and location

12

Integrated Subsystems

99.999%

System Stability

Project Steps

Strategy Development/Analysis

We started the project with a comprehensive process analysis, involving all stakeholders – from chefs and service staff to store managers, F&B managers, and strategic management. Our goal was to optimize existing processes and then transfer them to a digital context.

For this purpose, we defined all systems required for end-to-end automation. From the label printer to the final customer order process, every aspect was thoroughly elaborated and specified. Throughout this process, we maintained close communication with the responsible contacts to ensure that all requirements would be met and that the project would remain sustainably successful.

Prototyping

We decided to implement the entire process in the form of clickable prototypes. This allowed us to conduct surveys and test series with participants at a very early stage, and the insights gained helped us optimize the process significantly.

For the hardware, all specifications were developed to ensure a stable and high-performance environment. We also placed great emphasis on a high degree of design customization, so that the input devices could be attractively presented at the POS.

Implementation

We employed an iterative process during implementation, ensuring that not every decision affected the entire development timeline. At the same time, we ensured that the input interfaces were functionally implemented so that any future optimizations could be efficiently integrated.

From the start, the applications ran on the hardware that would be used in the final setup. This made it possible to detect and fix potential weaknesses at an early stage.

Commissioning/Training

After the development phase was completed, all deliverables were thoroughly tested, and all project participants received comprehensive training. Because the kiosk went live at the same time as the new store opening, careful planning was essential to smoothly transition the twelve subsystems from the test environment to the production environment.

Various backup scenarios were also created to mitigate any potential issues. The highest priority was to ensure a positive customer experience at all times.

Result

After a three-month testing and optimization phase, the order kiosk system was comprehensively evaluated. The results speak for themselves: With an average revenue increase of +28.3 percent and significantly reduced personnel costs, the project exceeded its goals considerably. Additionally, the total of 12 integrated subsystems ensure high process quality and efficiency. Thanks to a system stability of nearly 100 percent, both guests and employees benefit from a smooth operation.

Based on these successes, the decision was made to roll out the solution throughout Switzerland. To support this expansion, additional support and monitoring layers were integrated into the project. This ensures optimal and stable operation even with increasing demand, thereby strengthening the positive customer experience in the long term.

Order Kiosk with Business Intelligence