Evaluating User Experience and Interaction Design Efficiency of Self-ordering Kiosks in Quick Service Restaurants in Delhi NCR

Priya Arora , Harsh Mehta

Self-ordering kiosks; User experience; Interaction design; Quick-service restaurants; Human-computer interaction

Self-ordering kiosks (SOKs) are rapidly reshaping service interaction models in quick-service restaurants (QSRs), offering customers independence, convenience and reduced waiting times. However, their effectiveness depends heavily on intuitive interaction design and the ability to accommodate diverse user needs in real-world scenario. This study evaluates the user experience (UX) and interaction design efficiency of self-ordering kiosks in QSRs across Delhi NCR, an urban region characterized by high digital adoption and demographic diversity. Using a mixed-methods approach, data was collected through an online survey (n=115) and in-store observations with short interviews (n=8). Quantitative results indicate that perceived ease of use (PEOU) has a stronger influence on user satisfaction and intention to use than perceived usefulness (PU), suggesting that frictionless interaction is the primary driver of kiosk acceptance. Qualitative findings reveal three dominant behavioral patterns: kiosks enable younger users to bypass social interaction, group ordering creates cognitive load due to linear interface flows, and older users experience exclusion due to low digital comfort. The study confirms both hypotheses, PU predicts intention to use and PEOU predicts satisfaction, while also highlighting a digital divide shaped by age and literacy. These insights emphasize the need for hybrid service models and more inclusive kiosk designs that support varied demographic and contextual use cases. The results contribute to interaction design research by linking behavioral acceptance with real-time interaction outcomes in an emerging market context.

Volume 13 Issue 11, November-2025

Pages : f29-f42