Design of interactive systems: Information visualization methods of self-service technology in fast food restaurants

Abstract

Technology and digital management have been introduced into the service industry and have gradually changed the lifestyle of consumers. With the popularization of automation systems and the shortage of human resources, the development and application of self-ordering kiosks have become more important in the restaurant industry. The purpose of this study is to evaluate the usability of the interface of self-ordering kiosks, propose and validate an interface design scheme, and generalize suggestions and reference directions for the interface design of self-ordering kiosks in fast food restaurants. The results of this study show that users preferred the specific design more, were more focused on the presented information, and understood the customization options better. In customization tasks, the number of errors for this design was significantly lower than the others. In post-task usability testing, including the System Usability Scale (SUS), Net Promoter Score (NPS), and subjective user perception questionnaires, the specific design had the best scores. Combining the findings and conclusions of this study, we propose relevant references and suggestions for future research on the interface of self-ordering kiosks, which are expected to help improve user experience and interface operation efficiency.