CASE STUDY
In-Store Experience Modernization & Self-Service Systems
Redefined the in-store customer experience through self-service and high-throughput ordering systems, reducing wait times and improving operational efficiency.
Situation
Traditional counter-based ordering created queue congestion, higher staffing requirements, and inconsistent customer experiences.
Solution
Implemented a kiosk-based self-service ordering system to standardize ordering flows and increase throughput efficiency.
OUTCOMES
$210K/yr saved
labor costs
18% more
orders completed/hour
40% shorter
queues during peak windows
12% higher
average check through kiosks
Automated ordering
for guest flow
Challenges
Queues
- •Peak-hour congestion issues
Staffing
- •High staffing burden
Experience
- •Inconsistent ordering interactions
Revenue
- •Limited upsell opportunities
Solutions
01
Kiosk Interface Design
Designed intuitive digital interfaces for in-store ordering.
- Simplified customer ordering interactions
- Reduced reliance on counter staff
02
Kitchen Integration Architecture
Integrated kiosks directly with kitchen systems for immediate order processing.
- Enabled direct kitchen routing workflows
- Eliminated manual order transcription
- Reduced fulfillment latency
- Improved operational coordination
03
Ordering Flow Engine
Standardized ordering flows to reduce errors and increase speed.
- Guided customers through selections
- Increased checkout completion rates
04
Menu Upsell Logic
Enabled dynamic menu presentation and upsell logic.
- Introduced guided upsell prompts
- Highlighted high-margin products
- Standardized promotional messaging
05
Front-of-House Staffing Optimization
Reduced dependency on front-of-house staff.
- Shifted workload to self-service channels
- Reduced counter staffing requirements
- Improved labor allocation efficiency
- Supported lean store operations