Citation

Rio, Adriyanto Andreas and Mai, Neo and Dinasti, Permana Alanu and Liman, Sugianto Wilson and Dinda, Syifa (2025) Evaluation of Interaction Design in the Fast Food Restaurant’s Self-Service Kiosk (Case Study: Mcdonald’s Outlet). ALAM CIPTA International Journal Of Sustainable Tropical Design & Practice, 18 (S1). pp. 12-31. ISSN 1823-7231

Text 20250814104320PAPER_1.pdf - Published Version Restricted to Repository staff only Download (835kB)

Abstract

The self-service kiosk (SSK) is a technology used to perform transactions independently. McDonald's is a fast-food outlet that uses SSK. At the time of this study (October 2023), the implementation of SSK in McDonald's restaurants was relatively new. Difficulties from SSK users were observed in observations, including users who hesitated to choose the menu, asking for help from colleagues or staff, difficulties for short people, and confusion about making payments. The purpose of this research is to determine how user experience (UX) occurs from interactions with design objects in public spaces. To obtain the user experience, data were collected from observations of consumer behavior and SSK system interfaces at three outlet locations for nine days during lunch hours. Observational data were supported by data collected through the User Experience Questionnaire (UEQ) with 45 respondents. Overall, the UEQ results indicated a positive experience. However, some aspects, such as attractiveness, clarity, efficiency, and novelty, were found to be UX issues that need to be considered. The results show that both the interface design and ordering behavior significantly affect the quality of UX when ordering. The results of this study can be used to improve the system of SSK restaurants in general.

Item Type:	Article
Uncontrolled Keywords:	Interaction Design, McDonald's, self-service kiosk, UEQ, user experience
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28-70 Management. Industrial Management > HD45-45.2 Technological innovations. Automation
Divisions:	Faculty of Creative Multimedia (FCM)
Depositing User:	Nor Afiqah Mohd Adnan
Date Deposited:	07 Nov 2025 04:22
Last Modified:	09 Nov 2025 12:34
URII:	http://shdl.mmu.edu.my/id/eprint/14757

Downloads

Edit (login required)