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TABLE OF CONTENTS

TITLE PAGE ..................................................................................................................................i

TABLE OF CONTENTS.................................................................................................................1

1. INTRODUCTION.......................................................................................................................2

2. EXECUTIVE SUMMARY.........................................................................................................4

3. METHODOLOGY......................................................................................................................5

SESSION.................................................................................................................................5

PARTICIPANTS.....................................................................................................................8

EVALUATION TASKS..........................................................................................................8

4. RESULT, ANALYSIS AND INTERPRETATION......................................................................9

TASK COMPLETION SUCCESS RATE............................................................................9

TASK RATING.....................................................................................................................11

5. CONCLUSION AND RECOMMENDATION.........................................................................17

CONCLUSION.....................................................................................................................17

RECOMMENDATION........................................................................................................17

REFERENCES..............................................................................................................................19
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1. INTRODUCTION

Today’s rapidly changing world is accelerating the evolution of innovative technologies

by adding information processing capabilities, such as self-service technology (SST), in addition

to just information delivery. One of the most common types of SST is a kiosk machines in the

restaurant industry, it is now recognized as one of the latest innovations. A kiosk machine is

interactive system and self-service ordering stations that customers can use to place their food

orders without the need for assistance from human interaction. These machines are becoming

increasingly popular in recent years especially with restaurant owners due to their efficiency and

cost-effectiveness.

Kiosk machines typically consist of a computer touch screen that displays a menu of

available food items. Customers can use the screen to select the items they want to order and

customize their orders according to their preferences. The kiosk machine will then display the

total cost of the order and prompt the customer to enter payment information, such as a credit

card or cash. In addition, today's kiosk machines are versatile and can perform a wide range of

functions, making them useful in a variety of industries including retail, hospitality, healthcare,

transportation, and more.

A kiosk machine can connect to and interact with a computer in a variety of ways,

depending the intended purpose and the technology used. Some common ways that kiosks can

connect to and interact with computers include the using of wired connections such as Ethernet

cables, USB cables, or serial cables. Also, the most popular connecting technology methods

nowadays are Wi-Fi, Bluetooth, or NFC (Near Field Communication).

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According to Adobe (n.d.), human-computer interface (HCI) is a design discipline that

studies how humans and computers interact. The user, the interface, and how they interact are the

three major components of human-computer interaction. The way the user interact with the

interface lies at the intersection of behavioral science, computer science, and other fields of

study. Today’s digital world relies heavily on human-computer interaction (Adobe 2021). Due to

the fact that technology is a necessary component of daily life, it is crucial for individuals to have

a greater understanding of how it operates so that it is more accessible. Human computer

interaction seeks to understand how people have a better way to interact with technology. HCI is

working to enhance how the interaction between for the purpose of making the computer more

user-friendly.

A person can use a kiosk machine by touching the screen or pressing a button that a kiosk

machine will have. A kiosk will display a set of prompts or instructions that guide the user

through the process. These prompts will vary depending on the type of kiosk and the specific

transaction being performed. Overall, the kiosk’s advance features are only accessible on the

kiosk machine itself, and to access of its features, an external device must be connected into the

kiosk machine.

Task performance and survey papers will be used to evaluate the kiosk machine

usability. The test is typically administered to a group of potential users. Data from the

instrument being used will be collected and analyzed to identify possible areas for product

enhancement or to make recommendations.

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2. EXECUTIVE SUMMARY

The researcher conducted the usability of fast-food kiosk machines on-site. The project's

total participants are twenty (20) respondents. The usability test is conducted at a time and

location convenient for the respondents. The test's goal was to evaluate the kiosk machine's

usability. The additional devices utilized were not part of the usability test but were incredibly

useful in completing the project.

In general, the usage of kiosk machines will improve customer experience, order

correctness, and order processing efficiency, ultimately leading to greater selecting or ordering at

the fast-food with kiosk machine. The test found only a few minor issues, including:

• Technical challenges such as order selection

• Minor delay

This report includes responses from respondents, satisfaction ratings, task completion

rates, ease or difficulty ratings, and recommendations for improvement. The report concludes

with a copy of the usability evaluation survey form.

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3. METHODOLOGY

The main purpose of this study was to comprehend and reduce the time spent selecting

and ordering at the kiosk machine by through research investigating the interrelationships that

exist between the ideas of interest relative to the kiosk machine. To this end the following

research objectives were determined (1) the target market in order to identify the demographic of

busy consumers with money to spend who want great items but don't have the time. (2) Touch

screens, simple payment processes, and customization possibilities should be included in kiosks

to improve the client experience and increase order processing efficiency. (3) Employees should

be trained to assist customers with the kiosk machines and be provided with information about

the menu. (4) Choose an intersection that is popular in a crowded area where the kiosk will be

easily accessible

SESSION

The researcher or test facilitator during the session clarified the information included in

the survey form and asked the respondents to fill out the form with their brief background

information. Now for the test session, the first section asks the respondents to carry out specific

tasks for a maximum period of four to five minutes. All the specific tasks will be done by the

selected respondents, starting from powering the kiosk machine and until the order can be taken.

The generated or collected data will demonstrate the success percentage of finishing the different

tasks. At first, all of the selected respondents were able to complete the task, however then

encountered difficulty with the tasks such as delay after pressing the button, and technical

problems on the selection of orders.

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After satisfactorily completing the first phase of the survey form, the respondents move

on the semantic portion of the survey form to evaluate the kiosk machine’s usability and overall

experience with the kiosk machine itself. In addition, there is a five-point scale to consider which

associate the percentage of each attitude toward the subject. The scale of 1 and 2 shows the

disapproval of the respondents (1 being the lowest, indicating that the respondents strongly

disagree with the positive description, and 2 is the second to the lowest, indicating that the

respondents disagree with the positive description). On the other hand, the scale of 4 and 5 shows

the positive feedback of the respondents towards the usability of kiosk machine. Where (4 is the

second to the highest, indicating that the respondents agree with the positive description, and 5 is

being the highest, indicating that the respondents strongly agree with the positive description).

The neutral scale of the five points is 3.

Scale Interpretation

1 Strongly disagree to the positive description

2 Disagree to the positive description

3 Neutral

4 Agree to the positive description

5 Strongly agree to the positive description

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Design and Overall Physical Appearance

Description 1 2 3 4 5

Multi-purpose

Intuitively Designed

Innovative

No need for instructions

Identifiable buttons

User Experience

Description 1 2 3 4 5

Effective

Convenient

Easy to use

User-friendly

Stable

Overall Impact of Kiosk to the User

Description 1 2 3 4 5

Interesting

Recommendable

Engaging

Satisfying

Helpful
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Additional question was asked pertaining to areas of improvement of the Kiosk machine

in restaurant at the end of the session.

PARTICIPANTS

The respondents in the usability evaluation are randomly selected from the individual

who experience to use kiosk machine in a restaurant.

There are 60% female participants and male participants are 40%. Furthermore, the 60%

female participants are ranged between the ages of twenty (20) to twenty-four (24), while 40%

male participants are ranged between the ages of twenty (20) to twenty-three (26). All

participants in the usability evaluation were volunteers from different location that they are able

to experience to use the kiosk machine in taking orders at the fast-food restaurant. Lastly, the

participants are mixed of old and new experienced users and old users of kiosk machine, but all

participants are familiar on how to use the kiosk machine because today’s era is very

technological.

EVALUATION TASKS
The respondents attempted completion of the following tasks:

Task Accomplishment Rating

1. Run the kiosk machine

2. Browse menu

3. Select items

4. Customize additional orders

5. Place the order

6. Make payment
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4. RESULTS, ANALYSIS AND INTERPRETATION

TASK COMPLETION SUCCESS RATE

All participants (100%) successfully finishing the task 1 (run the kiosk machine). Then,

all the participants (100%) successfully completed the task 2 (browse menu). All participants

(100%) are successfully completed the task 3 (select items). Furthermore, ten of the twenty

participants (50%) completed the task 4 (customize additional orders). Seventeen out of the

twenty participants (85%) are successfully completed the task 5 (place the order). Lastly,

Seventeen out of the twenty participants (85%) are successfully completed the task 6 (make

payment).

Task Completion Rate

Task Task Task Task Task Task

Participants 1 2 3 4 5 6

1 ✓ ✓ ✓ ✓ ✓ ✓

2 ✓ ✓ ✓ ✗ ✓ ✓

3 ✓ ✓ ✓ ✗ ✓ ✓

4 ✓ ✓ ✓ ✓ ✓ ✓

5 ✓ ✓ ✓ ✗ ✓ ✓

6 ✓ ✓ ✓ ✗ ✓ ✓

7 ✓ ✓ ✓ ✗ ✗ ✓
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8 ✓ ✓ ✓ ✓ ✓ ✓

9 ✓ ✓ ✓ ✓ ✓ ✓

10 ✓ ✓ ✓ ✗ ✓ ✓

11 ✓ ✓ ✓ ✓ ✗ ✗

12 ✓ ✓ ✓ ✓ ✓ ✓

13 ✓ ✓ ✓ ✗ ✓ ✓

14 ✓ ✓ ✓ ✓ ✓ ✓

15 ✓ ✓ ✓ ✗ ✓ ✗

16 ✓ ✓ ✓ ✓ ✓ ✓

17 ✓ ✓ ✓ ✗ ✗ ✓

18 ✓ ✓ ✓ ✗ ✓ ✗

19 ✓ ✓ ✓ ✓ ✓ ✓

20 ✓ ✓ ✓ ✓ ✓ ✓

Success 20 20 20 10 17 17

Completion Rates 100% 100% 100% 50% 85% 85%

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TASK RATING

After completion of the six (6) evaluation task, respondents move on to the semantic

differential part of the survey form to assess, determine and experience with the fast-food kiosk

machine itself. The following are the three main categories of the survey.

 Kiosk machines design and overall physical appearance

 User experience

 Overall impact of Kiosk machine to the user

Computed
Weighted Average
Degree of Responses Interpretation

Strongly disagree to the positive Strongly unfavorable to the

description positive description
0.01 - 1.00

Disagree to the positive Unfavorable to the positive

description description
1.00 - 2.00

2.01 - 3.00 Neutral Neutral

3.01 - 4.00 Agree to the positive description Favorable to the positive

description

4.01 - 5.00 Strongly Agree to the positive Strongly favorable to the

description positive description
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For the category of Kiosk machine design and overall physical appearance, the

description’s multi-purpose, intuitively design, innovative, and identifiable buttons strongly

favor the kiosk machine with a mean score of 4.3, 4.15, 4.7, and 4. 25 respectively. This can be

attributed to the fact that the latest model of kiosk machine in fast-food restaurant used in the

usability evaluation test was designed so that when a user sees and used the kiosk machine, the

user would know exactly what to do with it because we all know that in our era the most

common things that we used every day is made by advance technology. On the other hand, some

of the respondents especially for the new users of kiosk machine find it difficult as it also

requires them to look for instruction manuals or help them to use it. Based on the observation

during the task performance, ten (10) out twenty (20) respondents find it difficult to customize

their additional orders especially for the new user of the machine. Furthermore, a favorable

interpretation of the description of no need for instructions was observed with a mean score of

3.9, which could be due to the respondents’ confusion or difficulties to understand on how to use

the kiosk machine properly and finish the tasks in his/her own ways.

The user experience category strongly favors the fast-food kiosk machine as the

descriptions of being effective, convenient, and user-friendly generated a mean score of 4.4, 4.6,

and 4.15 respectively. This could be due to the fact that the purpose of the kiosk machine is well

served. The kiosk machine was providing a fast way for customers to take their order unlike the

traditional way of ordering. However, a neutral response was generated from some of the users

felt and find it not easy to use and stable with a mean score of 3 respectively, which could be due

to the fact that the respondents felt uncomfortable when performing the evaluation tasks or using

the kiosk machine in taking orders, as observed during task performance.

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The overall impact of the kiosk machine to the user shows strongly favorable result for

the kiosk machine for the descriptions interesting, recommendable, engaging, satisfying, and

helpful achieved a mean score of 4.65, 4.35, 4.35, 4.3 and 4.55 respectively. This could be due to

the fact that the kiosk machine in a fast-food restaurant serves its purpose well even when certain

factors that the new users find it difficult to used it, such as it is new technology that not

everyone are familiar, often to used, and still assists the user in completing the tasks. According

to the respondents, it became very helpful and interesting because we know that when we eat at a

fast-food restaurant, there are always many customers who order and almost all of us, especially

our generation, we want to eat at restaurants and with the help of innovative technology like the

kiosk machine used in usability evaluation, taking orders is easier and less the waiting time of

the customers.

The following table are the summary of responses of the respondents represented with

mean:

Positive Description Mean

Design and overall physical appearance

Multi-purpose 4.3

Intuitively Designed 4.15

Innovative 4.7

No need for instructions 3.1

Identifiable buttons 4.25

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User experience

Effective 4.4

Convenient 4.6

Easy to use 3

User-friendly 4.00

Stable 3

Overall Impact of Kiosk machine to the

user

Interesting 4.65

Recommendable 4.35

Engaging 4.35

Satisfying 4.3

Helpful 4.55

At the end of the usability evaluation survey form, a question is asked pertaining to room

for improvement for the fast-food kiosk machine. Five (5) respondents did not comment on the

questions, while nine (9) commented on making some improvements on the kiosk machine when

they perform all activities and features. And six (6) respondents commented their own
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perceptions about what they experience when they use the kiosk machine in fast-food

restaurants.

The following comments which are the word for word responses of the respondents are

presented below.

Respondents comment for improvement

1. Design to support multiple languages

2. Add other features like voice recognition and adjustable size

3. Provide a clear instruction and ensure that the kiosk is easy to use

4. Consider putting different languages to choose from and add instructions who those

customers who don’t know to use it.

5. Language translation and instructions for using

6. Other buttons should be clear and easy to identify.

7. Put more buttons for other functions for its easy to use.

8. Make it stable while taking orders.

9. Make it easy to use for new users.

Users experience and perceptions about kiosk machine when they used it

10. Not stable and some are out of service

11. Convenient but too advanced for some.

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12. The kiosk machine is very user friendly.

13. Convenient to most, but hassle for computer illiterate customers. Still needs at least a

person to guide.

14. Difficult to use and not stable while taking orders.

15. It hard for new user without manual instructions.

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5. CONCLUSIONS AND RECOMMENDATION

CONCLUSION

The successful implementation of kiosk machine to some restaurant has been

accommodating. The team conducted a usability evaluation with twenty (20) participants to

determine the respondents’ perspectives on the subject matter. The gathered results shows that

the kiosk machine is innovative, user-friendly, effective and convenient as it serves it tasks well,

using a task performance and a five (5) point scale semantic differential survey form. Likewise,

the results shows that the kiosk machine performs at a satisfactory level in accomplishing its task

and it is labeled as engaging and helpful. In addition, the participants found that the kiosk

machines are unstable and not easy to use. One source of the issue is the technology illiterate

which lead to complication. The issue might require the need of assistance to fully perform the

task. In conclusion, these emerging problems can be the main reason of delay at the restaurant.

There are several possible innovations that the participants would like to improve, such as

instruction manuals for new user, multiple language and translation, adding more clear function

button to avoid confusion and a voice recognition to increase productivity.

RECOMMENDATION

After analyzing the results of usability evaluation of 20 respondents, the following

recommendations are made:

1. The researchers recommended that the Kiosk machine's functionality or features be improved,

and that it will be equipped with AI voice assistance to increase its usefulness and effectiveness.
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The customers will find it simpler to use if there is an AI voice help because they will only need

to speak their orders to the system and no further interaction is required, customers won't be

confused any longer.

2. An excellent feature enhancement will also include putting a combo meal that customers order

the most frequently. The "one tap combo meal" will now make placing an order in the Kiosk

machine quick and simple. Previously, customers had to customize their orders and tap each

portion of food, which took more time. Also, it can help the fast-food establishment by speeding

up the ordering process that helps the line move even more quickly.
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REFERENCES

Kyung Hwa, S (2020). “A Study on the Application of Kiosk Service as the Workplace

Flexibility: The Determinants of Expanded Technology Adoption and Trust of Quick Service

Restaurant Customers”. ProQuest. Vol. 12, Iss. 21, (2020): 8790. DOI:10.3390/su12218790.

https://www.proquest.com/docview/2548741047?

fbclid=IwAR3C1_bhSTd2NGL0p4A0NESePYBSLnucS6-Ky_bNnreql3itKEbtXqMYdyA

Pedrill K (2021). “Why Self Ordering Kiosks are Becoming the Secret Weapon for Successful

Restaurants”. TouchBistro. https://www.touchbistro.com/blog/why-self-ordering-kiosks-are-

becoming-the-secret-weapon-for-successful-restaurants/?

fbclid=IwAR0fyDpywl5d3PJUnRvazsYKc58ZofDMxZlwocaJevpB97ho3cgLCz4rPH8

Adobe (2021). “Human Computer Interaction. Retrieved from”. Adobe

https://xd.adobe.com/ideas/principles/human-computer-interaction/

USABILITY EVALUATION SURVEY FORM

Dear Respondent:
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The purpose of this evaluation survey form is to evaluate the usability of the kiosk machine as

perceived by the respondents. Before proceeding with the semantic differential evaluation survey

form, there will be a task performance where in the respondents need to perform certain activities

at a given time. After that the semantic differential evaluation survey form will be next. The table

on the semantic differential evaluation survey form requires a subjective answer by placing a

check on the corresponding scale the respondents want or feels to. The evaluation survey form is

not a test so there is no wrong answer.

Your participation in this usability evaluation project is completely voluntary and it’s truly

appreciated. There is no risk in participation in this evaluation survey form because your answer

will be confidential, and your identity is anonymous. The data gathered in this evaluation survey

form truly help to complete the usability evaluation project.

Please answer the questionnaire honestly and as best as you can. Please return the usability

evaluation project as soon as you are done.

Thank you for your cooperation.

Name:

Age:

Direction: Perform the following task indicated in each item for a limited time of five minutes. If

successfully achieved, put a check mark on the corresponding cell under the accomplishment

column and cross if not. Additional devices may be needed. Ask the facilitator for further

assistance if needed.
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Task Accomplishment

Run the kiosk machine

Browse menu

Select items

Customize additional orders

Place the order

Make payment

Direction: The evaluation survey form is in a semantic differential form and centers only with

the kiosk machine. The scale of 1 and 2 shows the disapproval of the respondents (1 being the

lowest, indicating that the respondents strongly disagree with the positive description, and 2 is

the second to the lowest, indicating that the respondents disagree with the positive description).

On the other hand, the scale of 4 and 5 shows the positive feedback of the respondents towards

the usability of kiosk machine. Where (4 is the second to the highest, indicating that the

respondents agree with the positive description, and 5 is being the highest, indicating that the

respondents strongly agree with the positive description). The neutral scale of the five points is 3.

Place a check on the cell pertaining to the degree that match your assessment for each item.

Answer as well the question at the end of the evaluation survey form.
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Scale Interpretation

1 Strongly disagree to the positive description

2 Disagree to the positive description

3 Neutral

4 Agree to the positive description

5 Strongly agree to the positive description

Design and Overall Physical Appearance

Description 1 2 3 4 5

Multi-purpose

Intuitively Designed

Innovative

No need for instructions

Identifiable buttons

User Experience

Description 1 2 3 4 5

Effective

Convenient

Easy to use

User-friendly

Stable
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Overall Impact of Kiosk to the User

Description 1 2 3 4 5

Interesting

Recommendable

Engaging

Satisfying

Helpful

Do you have any recommended improvement for the kiosk machine? If yes, what is it and why?