The interface stands alone.
Each state must explain the next action because staff guidance is not always available.
Work 01 · Self-service
Self-service
Kiosk
Self-service ordering must explain each choice, respond to physical input, and recover without staff help.
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My roleProduct and UX design
Research, interaction design, accessibility, recovery, and release review
ProductSelf-service ordering
Kiosk, mobile, and web channels
Period2022 to 2026
Work with design, product, engineering, and quality assurance
Scale692 active self-service devices
Including Flip, across 422 live Volanté locations on September 14, 2026
Product at scale
Kiosk and self-service now handle nearly half of Volanté's transaction volume.
692Active self-service devices, including Flip
422Live Volanté locations
17,470,823Self-service transactions
49.5%Of Volanté transaction volume
Volanté platform data from January 1 to September 14, 2026. These numbers describe product scale, not the effect of one design change.
Project value
Help customers order without needing staff to explain the interface.
What the design needed to achieve
- ✓
Reuse one menu structure across kiosk, mobile, and web.
- ✓
Keep ordering readable through high contrast and clear controls.
- ✓
Give customers clear recovery steps when hardware or payment fails.
Small failures can stop an order.
Unclear prompts, physical input, and hardware faults can block checkout.
Make feedback part of the system.
Shared rules connect readable screens, tested controls, and guided recovery.
Design decisions
Connect channel rules, accessibility, testing, and recovery.
01Design the menu once
Shared structure
Backoffice defines item groups and menu tiles. The same structure supports kiosk, mobile, and web ordering.
Intended impact
Teams configure one menu while each channel keeps suitable interaction rules.
02Make readability a system rule
Accessible ordering
The high-contrast theme replaces local menu colours through the existing theme switch.
Intended impact
Customers can read and complete the full ordering journey in high contrast.
03Test controls on the hardware
Real conditions
We refined eight quantity selectors, printed them, and tested them on the kiosk before choosing one.
Intended impact
The selected control reflects real distance, scale, and touch conditions.
04Guide hardware recovery
Clear next steps
The scale flow now covers placing food, lifting it, holding still, capture, and temporary or persistent faults.
Intended impact
Customers can recover without guessing what the kiosk expects.
One control, full process
We tested the quantity control at its real size.
We printed the options, placed them on the kiosk, and asked people to try them at the device.
- 01 · Explore
Five first ideas
We compared five quantity-selector concepts and refined them into eight versions.
- 02 · Test
Paper on the kiosk
Participants saw each printed version on the device, received the same neutral task, and voted privately.
- 03 · Decide together
Discuss the top three
I brought the leading options to the product team for discussion and a second vote.
- 04 · Ship a rule
Keep quantity in one place
The selected behavior shows quantity when the minimum exceeds one. A second tile tap keeps the selection, and quantity changes stay on the main screen.
Interactive product
Use the self-service Kiosk.
Choose a service type, build an order, change its quantity, and complete checkout with public sample menu content.
Prototype note: This is not a one-to-one copy of the Volanté Kiosk. It is a simplified public preview.
Result
Released improvements and verified handoff replaced isolated screens.
High-contrast ordering
High-contrast and feedback improvements reached production.
Scale recovery
The guided hardware recovery flow reached engineering handoff.
Sixteen fixes completed
A production review found 19 related defects. Sixteen reached completion.