Excerpt from YouTube: On today’s Restaurant Tech Trends, I sat down with Brandon Barton, CEO of Bite. Brandon’s bar-none one of the most experienced voices in restaurant kiosks and in-store digital ordering. He’s been in restaurant tech for 20+ years and has had a front-row seat as kiosks shifted from “nice to have” to mission-critical infrastructure across both QSR and fast casual. This conversation goes well beyond surface-level kiosk hype.
WATCH AND LEARN
Why kiosks drive ~20% higher check averages when personalization and upsells are done right (and where brands go wrong)
Why “anti-hospitality” is the wrong framing for kiosks and how choice (cashier + kiosk) is what guests actually want
How Bite thinks about kiosk UX differently than mobile or web, down to finger usage and screen real estate
Why voice AI on kiosks isn’t a guest or brand priority yet
The biggest reason kiosk pilots fail (hint: it’s not the hardware)
PLUS: Secret menus, Shaq at Big Chicken, why pop-ups should be banned forever, and Brandon’s unfiltered take on POS complexity and integrations.
This is a must-listen for anyone building in the in-store ordering space.
In this special edition of The Simmer, Kristen and Brandon talk through that viral Reddit delivery post (and its aftermath), look back on what they got wrong (and right!) about 2025, and offer a few thoughts on the year ahead.
It’s a good time to be a chicken chain. New concepts are taking off and legacy brands, like the 50-year-old El Pollo Loco, are poised for serious growth. The fire-grilled chicken brand, currently open in eight states, is planning a larger expansion. In this episode, Jill Adams, the brand’s chief marketer, talks customer expectations, AI for better and more efficient marketing efforts, and why she’s optimistic restaurants will have a good 2026.
The convenience store (c-store) industry is experiencing a breakfast boom that’s reshaping the competitive landscape. Morning meal traffic to food-forward convenience stores climbed 9% in the three months ended in July, while visits to fast-food chains rose just 1% in the same period—a dramatic shift that signals c-stores are winning the battle for America’s most important meal.
This breakfast surge comes at a critical time for the industry. Foodservice rose to nearly 29% of in-store revenues and 40% of gross profits in 2024, helping offset declining cigarette and fuel sales. But capturing this opportunity requires more than just adding breakfast sandwiches to the menu. It demands operational excellence during the most challenging hours of the day.
Enter self-service kiosks—technology that’s becoming essential for c-stores looking to capitalize on breakfast demand while navigating persistent labor constraints and heightened consumer expectations.
Why Breakfast Is the New Frontier for Convenience Retail
The morning daypart has become a strategic battleground for c-stores, driven by fundamental shifts in how Americans start their day. People are increasingly consuming breakfast foods later in the day, with many eating multiple times during the morning due to increased commuting and time-crunched schedules.
This “all-day breakfast” phenomenon expands the opportunity beyond traditional morning rush hours. Most customers visit the gas pump during morning and evening rush hours, on their way to and from work, presenting the perfect opportunity for c-stores to sell them breakfast or dinner.
The competition is fierce. C-stores aren’t just competing with each other—they’re going head-to-head with QSR giants like McDonald’s, Starbucks, and Dunkin’. Chicken breakfast sandwiches have become popular as convenience stores try to pull traffic away from quick-service restaurants. But c-stores face a unique challenge that QSRs don’t: managing breakfast service alongside fuel operations, lottery sales, and merchandise during peak traffic periods.
Convenience stores see peak traffic during morning commute hours from 6-9 AM and the lunch rush from 11:30 AM to 1 PM. During these windows, every second counts for time-pressed commuters.
Self-Service Technology Solves the Morning Rush Challenge
Self-service kiosks address the core operational pain points that c-stores face during breakfast hours, transforming how they serve customers without requiring dramatic increases in labor.
Speed and Throughput
When morning customers are rushing to work, wait times become make-or-break decisions. Self-service kiosks in quick-service restaurants reduce total order time by nearly 40%, encompassing everything from when customers begin ordering to when items are ready for pickup.
This speed advantage is critical for c-stores. If the line to order from a cashier is longer than 5 people, 75% of customers would choose to order from a self-service kiosk, and if the line is 10 people long, 91% say they would rather order from a kiosk. For c-stores competing with drive-thru QSRs, this efficiency can mean the difference between capturing or losing a customer.
Order Accuracy
Complex breakfast orders—customized sandwiches, specific coffee modifications, dietary preferences—create opportunities for miscommunication when relayed verbally to staff. Self-service kiosks eliminate this friction by putting control directly in customers’ hands.
Self-service technology contributes to a 99.7% order accuracy rate, reducing wait times and improving guest satisfaction. When customers input their own orders, they see exactly what they’re getting, reducing remakes and food waste while improving satisfaction.
Labor Optimization
The breakfast rush creates a staffing dilemma: c-stores need maximum coverage during a narrow window, but can’t justify keeping extra staff on payroll all day. Kiosks provide a solution by handling order-taking automatically.
This doesn’t eliminate the need for staff—it reallocates them to higher-value tasks. During busy breakfast periods, employees can focus on food preparation, maintaining quality standards, and providing service where it matters most, rather than standing at registers taking orders.
Upselling and Revenue Growth
Perhaps the most compelling business case for kiosks comes from their impact on average order values. Implementing self-service kiosks can lead to a 10% to 30% increase in average order value in quick-service restaurants.
Original Chopshop found that customers spent more per order when using a kiosk, resulting in a 15% increase in average check size—a massive bump to their bottom line.
Kiosks never forget to suggest add-ons. They consistently prompt customers to upgrade to hash browns, add a second breakfast sandwich, or try a specialty coffee drink—upselling opportunities that busy staff might miss during rush periods.
Meeting Consumer Demand for Personalized Breakfast
Today’s breakfast customers expect customization. For instance, Wawa invites customers to create their own hot or iced lattes using its touch ordering screen, enabling shoppers to control the ingredients that go in their drinks, with options including flavors like coconut, pumpkin, or toasted marshmallow, and toppings such as drizzle, graham crackers, or Crème Brulée sprinkles.
This level of customization poses challenges at the counter, where staff must remember numerous options and input complex orders correctly. Kiosk interfaces excel at managing this complexity through intuitive visual menus.
Customers can browse breakfast sandwich ingredients, explore premium coffee modifications, and build exactly what they want—all at their own pace. The visual presentation showcases premium ingredients and limited-time offerings more effectively than verbal descriptions, naturally encouraging customers to try new items.
Kiosks also integrate seamlessly with loyalty programs such as Punchh and Thanx, remembering customer preferences and offering personalized recommendations based on purchase history. This creates a more tailored experience that keeps customers coming back.
Integration with Existing Systems
Bite’s kiosk solutions are designed to work within c-stores’ existing technology infrastructure rather than requiring complete system replacements. The kiosks integrate with established POS platforms, ensuring that breakfast orders flow seamlessly to kitchen displays and receipt printers while maintaining consistency with other ordering channels.
This integration approach allows c-stores to add self-service capabilities without disrupting operations or losing the technology investments they’ve already made. Orders placed at kiosks sync in real-time with inventory systems, loyalty platforms, and reporting dashboards—providing operators with unified visibility across all channels.
The Path Forward for C-Store Breakfast
The convenience store breakfast opportunity is real and growing, but winning requires both menu innovation and operational excellence. The industry’s overall foodservice sales reached $121 billion in 2024, demonstrating the scale of opportunity available to operators who get it right.
Self-service kiosks provide the speed, accuracy, and customization capabilities that modern breakfast customers expect. But more importantly, they enable c-stores to differentiate themselves from QSR competitors rather than simply mimicking them. As Japanese convenience stores have proven, the winning strategy isn’t copying fast food—it’s offering fresh, quality food designed for everyday consumption. Kiosks make this operationally feasible by handling complex customization and high-volume ordering while staff focus on food quality and preparation.
As breakfast competition intensifies and consumer expectations continue to rise, technology investment is becoming less optional and more essential. C-stores that embrace self-service solutions position themselves to capture more of the breakfast daypart while building the operational foundation for long-term growth.
It’s been almost a decade since Avi Goren launched Marqii to help restaurants get found on the internet. That challenge remains, but search and discovery methods and technology have changed… a lot. In this episode, we talk about discovery in the age of generative AI and the continued challenge of reputation management for restaurants.
Leading Kiosk Technology Provider Deepens Integration with Olo to Deliver Seamless Omnichannel Experiences for Restaurant Brands
We’re excited to announce that Bite has been named an Olo Connect Platinum Partner — Olo’s highest partnership tier. This recognition underscores our commitment to delivering integrated technology solutions that help restaurant brands streamline operations and enhance guest experiences across every ordering channel.
Olo powers the full guest journey—online ordering, payments, delivery, catering, marketing, and more—with a unified platform built for restaurant brands. Through its Platinum Partnership with Olo, we’re strengthening our integration capabilities to create a truly connected kiosk ordering ecosystem for restaurants.
Seamless Integration Across All Channels
Bite’s integration with Olo enables restaurant brands to manage in-store kiosk orders alongside online, mobile, and delivery orders through a single, unified system. This deep integration ensures:
Real-time menu synchronization across all ordering channels, eliminating discrepancies and ensuring guests always see accurate items, prices, and availability
Unified order management that routes kiosk orders directly into the restaurant’s existing kitchen display system and POS, reducing manual entry and order errors
Consistent guest data captured across touchpoints, enabling restaurants to build comprehensive customer profiles and deliver personalized marketing through Olo’s platform
Streamlined operations with orders from Bite kiosks flowing seamlessly into the same workflow as digital orders, helping staff manage high-volume periods more efficiently
Unified Payment Processing with Olo Pay
Bite’s integration with Olo Pay creates a seamless payment experience across all ordering channels while providing significant operational and financial benefits for restaurant brands:
Single payment processor for kiosk, online, mobile, and delivery orders, simplifying reconciliation and reducing administrative burden
Reduced processing costs through Olo Pay’s transparent, competitive pricing structure designed specifically for restaurants
Enhanced security and compliance with PCI-compliant payment processing across all channels
Faster settlements with consolidated payment reporting and streamlined cash flow management
Improved guest experience with consistent payment options and stored payment methods that work across all channels
By leveraging Olo Pay for kiosk transactions, restaurant brands can unify their payment infrastructure, reduce complexity, and gain better visibility into their complete revenue picture across all ordering channels.
Driving Results for Restaurant Brands
The Bite-Olo integration delivers measurable value for restaurant operators:
Increased revenue: Bite’s AI-powered kiosks drive an average 20% increase in check size through intelligent upselling, while Olo’s platform maximizes digital ordering revenue across all channels
Operational efficiency: Integrated order flow reduces errors and speeds up service, helping restaurants serve more guests with existing staff
Enhanced guest experience: Consistent ordering experiences across kiosk, mobile, and web channels create seamless journeys that drive loyalty and repeat visits
Actionable insights: Combined data from in-store and digital orders provides restaurants with comprehensive analytics to inform menu decisions, marketing strategies, and operational improvements
Supporting Multi-Location Restaurant Brands
For restaurant brands with multiple locations, the Bite-Olo partnership offers enterprise-level capabilities:
Centralized menu management across all kiosks and digital ordering channels
Consistent brand experience regardless of how guests choose to order
Simplified technology stack with fewer integrations to manage
Scalable infrastructure that grows with the brand
“We’re beyond thrilled to be a Platinum Partner with Olo,” said Brandon Barton, CEO at Bite. “This isn’t just about integration—it’s about pushing boundaries together and unlocking new possibilities for the guests who visit our amazing restaurant brands. This is the key, when you have two companies that are so guest experience focused, restaurants get the competitive edge they need to win in today’s digital-first world.”
“At Olo, we’re committed to building a connected ecosystem that helps restaurant brands deliver exceptional guest experiences at every touchpoint,” said Nolan Decoster, SVP of Partnerships and Business Development at Olo. “Bite’s elevation to Platinum Partner demonstrates their dedication to deep platform integration, and together we’re enabling restaurants to create truly unified digital and in-store ordering experiences.”
About Bite
Bite is the leading intelligent kiosk ordering software for fast casual, quick-serve restaurants and C-stores. Our patented Artificial Intelligence, Bite Lift, analyzes every transaction and makes real-time upsell recommendations that result in 20% higher check averages. Bite’s software is easy to customize the design, simple to manage, and quick to deploy; and since it’s integrated into the existing tech stack, brands can expect increased order accuracy, average check size, throughput, and customer satisfaction. To learn more, visit getbite.com.
About Olo | Hospitality at Scale™
Olo is a leading restaurant technology provider with ordering, payment, and guest engagement solutions that help brands increase orders, streamline operations, and improve the guest experience. Over 750 restaurant brands trust Olo and its network of more than 400 integration partners to innovate on behalf of the restaurant community, accelerating technology’s positive impact and creating a world where every restaurant guest feels like a regular.
Starbird is a tech-forward quick-service restaurant brand specializing in premium chicken offerings paired with global flavors. Founded in Silicon Valley, Starbird has built a reputation as a trailblazer in restaurant technology, with locations spanning the Bay Area and Southern California. The brand has consistently embraced innovation to enhance the guest experience while driving operational efficiency and sales growth.
Business Name: Starbird Chicken
Interviewee: Casey Hilder, Director of Marketing
No. of Locations: 17
No. of Bite Kiosks: Deployed in 100% of locations
The Challenge
Before implementing their integrated kiosk and SMS strategy, Starbird faced several challenges:
Customer Retention & Communication: As text messaging became increasingly common in the restaurant industry, guests were being inundated with messages, making it difficult to maintain an engaged subscriber base and communicate effectively with customers.
Meet the Guest Wherever They Are: Traditional SMS opt-in methods, such as website pop-ups and wheel spinners, helped build their list, but Starbird aimed to go further by capturing the attention of their most engaged audience—guests visiting in-store.
Operational Efficiency: As a growing brand committed to staying at the forefront of restaurant technology, Starbird needed solutions that could scale across locations while improving both the customer experience and operational metrics.
The Solution
Starbird partnered with both Bite and Attentive to create a seamless, integrated approach to customer engagement:
Bite Kiosks: Starting with a pilot program in 2019, Starbird deployed Bite’s kiosk solution across their restaurant footprint. When COVID-19 hit six months after the initial pilot, they accelerated the rollout, placing kiosks outside restaurants as a contactless ordering solution. Today, Starbird operates 3-4 kiosks in each of their 15 locations and is designing new restaurants with kiosks as a primary ordering method.
Attentive SMS Integration: Starbird integrated Attentive’s SMS and email platform directly with their Bite kiosks, creating a frictionless opt-in experience. The key to their success was implementing an opt-in process at the kiosk, where guests simply check a clearly marked box during their kiosk ordering experience to join Starbird’s SMS program.
Strategic Segmentation: Beyond collecting opt-ins, Starbird leverages kiosk data to segment its SMS campaigns by market (e.g., LA versus the Bay Area), enabling it to deliver hyper-relevant promotions and communications to specific geographic audiences.
The Results
The integration of Bite kiosks and Attentive SMS has delivered exceptional results across multiple metrics:
Explosive SMS Growth: Starbird grew their SMS subscriber list 6X in just six months following the kiosk integration. They now have over 108,000 SMS opt-ins from kiosks out of a total of 136,000 subscribers—meaning nearly 80% of their SMS audience has opted in via in-store kiosk.
Industry-Leading Kiosk Adoption: 60-70% of in-store orders are now placed through Bite kiosks, demonstrating strong customer acceptance and preference for the self-service experience. The kiosks have consistently driven improvements in average check size and customer retention metrics.
Campaign Performance: SMS campaigns targeted to kiosk-acquired subscribers have significantly outperformed previous efforts. A recent “Salad Monday” promotion in the LA market achieved:
Nearly 50,000 message deliveries
6.5% click-through rate
The highest success rate ever seen for this recurring promotion
“The most success we’ve ever seen from that promotion was the first time we had used SMS since the integration happened,” noted Casey Hilder, Director of Marketing at Starbird. “Integrating Bite’s kiosk technology with Attentive has been a game-changer for us. It’s allowed us to build a stronger connection with our customers, delivering timely, personalized messages that enhance their experience and keep them engaged with the Starbird brand.”
About Bite
Bite is the leading kiosk ordering software trusted by fast-casual, quick-serve restaurants and convenience stores. With our patented Artificial Intelligence technology, Bite Lift, we revolutionize the customer experience by analyzing each transaction in real-time and providing upsell recommendations that consistently yield an impressive 20% increase in check averages.
Our software is designed to be highly customizable, allowing brands to effortlessly tailor the design to align with their unique identity. It is user-friendly, making it easy to manage, and can be quickly deployed to enhance operational efficiency. By seamlessly integrating into existing tech stacks, Bite ensures improved order accuracy, higher average check sizes, increased throughput, and enhanced customer satisfaction for our valued clients. To learn more, visit us at getbite.com.
About Attentive
Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to help brands deliver 1:1 messages that truly resonate.
With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global restaurant brands like Blaze Pizza, Jason’s Deli, and Luna Grill, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.
Longtime restaurant exec and OpenTable advisory board member Chris DeSaye knows the bookings business as well as anyone and has a clear view of what comes next. In this episode, we talk DoorDash, artificial intelligence, and, of course, the always-evolving reservations biz.
That’s not a niche audience. These findings underscore the importance of guaranteeing equal access for a significant portion of people, and the Americans with Disabilities Act (ADA) does just that.
Enacted in 1990, the ADA is a federal law that prohibits discrimination and removes barriers for individuals with disabilities. Covering areas like employment, transportation, public spaces, and communication, it requires that systems and environments be designed to support full and autonomous participation.
As needs evolved alongside advancements in both digital and physical infrastructure, the U.S. Department of Justice adopted more defined parameters to guide compliance. Two decades after the ADA first passed, the 2010 ADA Standards for Accessible Design established the technical specifications needed to meet ADA requirements. And as of May 2024, the US Access Board has proposed a rule recommending new or revised guidelines specifically for self-service machines.
Though these standards are extensive, they provide brands with the blueprints to build kiosks that serve all users. And while the clearest benefit is enabling individuals with disabilities to interact with self-service independently, there are also additional advantages to offering a more inclusive experience for all users.
Still, accessibility doesn’t exist in isolation. A perfectly designed enclosure can only go so far if the kiosk software interface isn’t equally intuitive. Meaningful inclusion depends on collaboration between both the hardware and software of the self-service experience.
Below, we detail why accessibility in both kiosk hardware and software is more than a responsibility, but essential for both companies and kiosk users alike.
The Legal Cost of “Almost Accessible”
Filed in 2019, the Vargas and American Council of the Blind v. Quest Diagnostics lawsuit represents one of the first major federal ADA cases focused on accessibility in self-service kiosks used by a private business. Up until that point, most accessibility cases involving technology either dealt with websites and mobile apps or public technologies like ATMs and ticketing machines.
The case states Quest Diagnostics’ self-service kiosks violated Title III of the ADA by preventing all users from checking in independently at their facilities. Specifically, without auxiliary aids available, the company’s blind or vision-impaired patients would require assistance to utilize the kiosks.
Not only does the lawsuit highlight the important clarification that help from staff is not equivalent to independent access, but it also emphasizes that “almost accessible,” or kiosks that have some ADA features but not others, can leave a company open to litigation.
“In the kiosk and self-service technology world, accessibility doesn’t stop at reach height or button size but extends to how we communicate and interact with every type of user,” says Jared Epstein, Account Executive at Frank Mayer – Kiosks and Displays. “The goal is for every person to use your kiosk, both hardware and software, confidently and without needing help.”
Jeff Hong, Co-Founder of Bite, a leading intelligent kiosk ordering software for QSR, fast casual restaurants, and convenience stores, agrees.
“The biggest misconception is that ADA compliance is primarily about wheelchair accessibility—ensuring proper height, reach, and clearance,” Hong states. “While those physical standards are essential, they only address one aspect of disability.”
Of the millions of Americans with a disability, only 2.3 percent of adults use wheelchairs as their primary mobility devices, proving true accessibility goes far beyond physical reach requirements.
“If there’s no audio output for people who can’t see the screen, the kiosk is completely off-limits to blind users,” Hong says. “If it has video but no captions, deaf customers can’t access it.”
He continues, “Digital content accessibility—including screen readers, high-contrast displays, audio output with headphone jacks, alternative input methods, and clear navigation—is just as critical as the physical design.”
Most companies using kiosks have some level of accessibility built in. That could look like compliant height, reachable screens, or appropriate clearance. But stopping there can leave major usability gaps. Full accessibility goes beyond the minimum standards to ensure every customer can independently engage with the technology.
Offering Every Guest an Accessible Kiosk Experience
The ramifications of non-compliance aren’t just legal, though. Failing to accommodate users of every ability can be detrimental to a company’s reputation and credibility as well.
“Doing the bare minimum leaves millions of people unable to interact with the product, whether that be a kiosk, website, or even physical space,” Epstein asserts. “No accessibility in a product’s design sends a message that some customers matter more than others.”
In the end, ADA compliance is smart business.
“Accessible kiosks open doors to millions of potential customers with disabilities while improving usability for everyone,” Hong says.
He points to software accessibility features like clear contrast, intuitive navigation, and multiple input options as examples of creating better experiences for all guests.
Plus, he adds, building in accessibility from the start is far more cost-effective than having to retrofit kiosks later.
Whether it’s the cost of a lawsuit or the erosion of trust from an overlooked demographic, non-accessible and “almost accessible” designs leave a company open to real consequences. The better path is to recognize it as a fundamental part of designing kiosks.
Accessibility as Intelligent Kiosk Design
Frequently, people point to avoiding lawsuits and being cognizant of inclusion as main reasons to build accessibility into a kiosk’s design. However, many ADA guidelines promote good “design intelligence,” too, leading to a better experience for users of all abilities.
While not a specific ADA requirement, tilted screens are commonly used to support both seated and standing users. The function can optimize reach zones for wheelchair users, but can also reduce glare for anyone operating the kiosk.
Additionally, adjustable-height kiosks provide convenience for many. The screen and other interactive components move within the ADA’s reach range, accommodating seated users, individuals of shorter stature, and those with limited mobility. Beyond compliance, though, adjustable kiosks reflect design intelligence by making interactions convenient for people of all heights.
Audio output features are another example of good universal design. Along with software support, this hardware is needed for blind and low-vision users to hear spoken prompts or navigation cues through headphones. Yet these same features enhance the experience for a wider audience. In busy or high-traffic environments, having a headphone jack allows users to hear instructions more clearly or offers a discreet way to receive sensitive information without it being displayed on-screen.
When building for ADA standards, it’s good to shift the thinking from legal compliance to design intelligence. Accessibility isn’t a limitation when customizing kiosks. In fact, what begins as a requirement for inclusion often becomes a convenience that benefits all users.
The ADA Connection Between Kiosk Hardware and Software
Just because a kiosk enclosure follows ADA specifications doesn’t mean it’s ready for public use. True accessibility in self-service isn’t achieved by either hardware or software alone.
Bite knows this well. Recognized in the industry for taking a proactive approach to ADA requirements, they offer everything from language options to audio and voice features as part of their software. In addition, they’re always evaluating new features and opportunities to make kiosks more accessible for everyone, demonstrating a commitment to accessibility beyond just physical compliance.
When considering a kiosk that meets all ADA standards, both hardware and software must come together to offer a complete package. After all, knee clearance, mounting height, and reach ranges mean little if the software interface is unusable.
“When hardware and software aren’t in sync, users notice,” Epstein stresses. “But when they are, you end up with technology that’s intuitive for everyone, building loyalty and credibility for your brand.”
Kiosk Software Accessibility Standards
Accessibility regulations evolve every few years. A major Access Board rule update came in 2017 with the Revised 508 Standards for Information and Communication Technology (ICT), aligning federal requirements with international standards. WCAG 2.0 (Web Content Accessibility Guidelines) served as the technical benchmark, and today, software follows the extended WCAG 2.1 guidelines published in 2018.
With constant change, it’s important to think ahead when planning for ADA.
Hong explains, “Successful kiosk software providers design accessibility in from the start and maintain ongoing compliance as standards evolve, rather than retrofitting features after regulations change. While not all WCAG standards are applicable on a kiosk environment, Bite strives to meet AA compliance for all relevant guidelines.”
So, what are industry-standard ADA features typically included in kiosk software?
High-contrast displays with adjustable font sizes
Audio output with headphone jacks and volume control
Speech output for all on-screen information
Keyboard navigation and alternative input methods
Tactile feedback options
Visual cues accompanying audio prompts
Bite also integrates screen readers for visually impaired users, language options for diverse populations, height-adjustable kiosk interfaces, and compatibility with assistive hardware technologies.
The Future of Kiosk ADA Standards
Currently, the U.S. Access Board designates kiosks alongside ATMS and fare machines, but no final rule explicitly covers self-service kiosks, causing the category to fall into a kind of regulatory gap.
On Sept. 21, 2022, the Access Board published an Advance Notice of Proposed Rulemaking (ANPRM) to develop supplemental accessibility guidelines for self-service transaction machines (SSTM), including self-service kiosks. In short, the rulemaking process for kiosks is still in its early stage, when the government collects public input from individuals, advocacy groups, and other agencies.
Once feedback is reviewed, the next step will be a formal draft of the rule, followed by a final version that will carry legal weight. For now, it’s a clear sign that federal standards are on the horizon.
Better defined rules for accessible kiosk hardware are only part of the picture, though. Kiosk software will increasingly define what accessibility looks like in the years ahead.
When asked where the biggest opportunities for innovation in ADA-compliant software lie in the upcoming years, Bite lists everything from AI-powered personalization and enhanced sensory technologies to advanced voice and gesture recognition as being in the realm of possibility.
As hardware guidelines become clearer and software capabilities expand, the goal remains the same: to create kiosks that enable every user to interact independently and confidently.
Hong sums it up best. “The future is moving away from ‘ADA as a checkbox’ toward truly universal design where accessibility creates better experiences for everyone.”
Fast casual restaurants occupy a sweet spot in the dining landscape—offering higher quality than traditional quick-service without the wait times and price points of full-service establishments. But maintaining this delicate balance at scale requires sophisticated operational capabilities that would have been impossible just a few years ago.
Technology has become the great enabler of the fast casual format, allowing smaller operations to deliver experiences that feel premium while maintaining the speed and efficiency that modern consumers demand. The result? Fast casual is rapidly taking market share from both traditional QSR and casual dining, powered by digital ordering platforms that transform how restaurants operate.
The Fast Casual Value Proposition
The appeal of fast casual dining is straightforward: customers want quality food, reasonable prices, and the ability to get in and out quickly without sacrificing atmosphere or customization. It’s a demanding combination that challenges traditional operational models.
Full-service restaurants offer quality and ambiance but require table service, longer wait times, and higher prices to cover increased labor costs. Traditional QSRs deliver speed and value but often compromise on ingredient quality, customization, and dining environment. Fast casual promises the best of both worlds—and technology makes it possible to deliver on that promise consistently.
Recent moves by fast casual leaders signal their ambition to capture even more market share. Cava’s renewed focus on warmer, more comfortable restaurant interiors through its “Project Soul” initiative shows that the fast casual chain is determined to take share from casual dining, not just compete with other quick-service concepts. They’re betting that with the right combination of quality, speed, technology, and atmosphere, they can give customers everything they want without the traditional trade-offs.
Multi-Channel Ordering as Core Strategy
Frank Paci, CEO of Newk’s Eatery, articulates the modern fast casual approach perfectly: “We continue to try to meet the guests where they want to (and) how they want to access the brand. So as a result obviously we’ve continued to invest in third party delivery. We’ve got online ordering. We’ve got kiosks in store. You can order table side in our stores.”
This isn’t about having multiple ordering options for the sake of novelty—it’s about operational flexibility and customer choice becoming fundamental to the business model. Different customers have different preferences, and even the same customer might prefer different ordering methods depending on the situation.
In-Store Kiosks
Self-service kiosks excel during lunch rushes when speed matters most. Customers can walk in, place their order immediately without waiting in line, customize their meal precisely, and pay in under two minutes. The kiosk handles the transaction while kitchen staff focus entirely on food preparation, creating clear separation between order-taking and order-making that improves both speed and quality.
For fast casual concepts with extensive customization options like Original ChopShop—build-your-own bowls, sandwiches with dozens of ingredient choices, complex salad combinations—kiosks provide the perfect interface. Customers can explore options visually, take their time making selections, and see exactly what they’re ordering without the rushed feeling of holding up a line.
Mobile and Online Ordering
The ability to order ahead transforms the fast casual experience. Customers can browse menus during a brief work break, place orders from their office, and arrive at the restaurant to pick up food that’s ready and waiting. This convenience factor has become table stakes in fast casual, and the brands executing it well see dramatic increases in order frequency.
Mobile ordering also generates invaluable data about customer preferences, peak ordering times, and popular menu combinations. This intelligence allows operators to optimize staffing, ingredient prep, and menu offerings based on actual behavior rather than assumptions.
Third-Party Delivery Integration
While delivery adds complexity and commission costs, it also expands the addressable market beyond whoever happens to be within walking or driving distance during meal times. For fast casual brands, delivery isn’t just about convenience—it’s about creating occasions to eat their food that wouldn’t otherwise exist.
The challenge is integrating delivery orders seamlessly into kitchen operations without disrupting the experience for dine-in and pickup customers. Sophisticated restaurant format trends show that winners manage multiple order channels as a unified operation rather than treating each channel as a separate business.
Tableside Ordering
Some fast casual concepts are experimenting with tableside ordering via QR codes or tablets, allowing customers to sit down first and then browse the menu and order at their leisure. This approach combines the relaxed atmosphere of full-service dining with the efficiency of self-service technology, creating yet another way to customize the experience for different customer preferences.
Technology as a Quality Differentiator
Here’s where fast casual technology creates genuine competitive advantage: when implemented thoughtfully, digital ordering doesn’t just make operations more efficient—it makes the food better.
Consider the typical lunch rush at a restaurant with only counter ordering. Staff scramble to take orders while also coordinating with the kitchen, managing the register, and handling customer questions. The kitchen receives a flood of tickets all at once, making it difficult to maintain consistent quality when everything needs to be prepared simultaneously.
Restaurant customers using digital kiosks to place orders
Now contrast that with a digitally-enabled operation. Orders flow in through multiple channels but arrive at the kitchen in a steady, manageable stream. The kitchen display system organizes tickets logically, showing prep times and flagging items that need immediate attention. Staff aren’t pulled away from food prep to handle order-taking duties. The result is more consistent quality, better accuracy, and the ability to handle higher volume without quality degradation.
This operational excellence becomes a brand differentiator. Customers notice when their customized order is prepared exactly right, when their pickup order is ready precisely when promised, and when the lunch rush doesn’t compromise food quality. These aren’t minor details—they’re the core experiences that drive repeat visits and positive word-of-mouth.
The Integration Challenge
The fast casual brands winning with digital ordering platforms solve this through unified systems that integrate seamlessly across all channels. The key is ensuring each component of your technology stack works together rather than creating silos.
Platforms like Bite exemplify this integration-first approach. While Bite’s kiosk software specializes in the in-store ordering experience, it’s designed to integrate seamlessly with existing restaurant technology infrastructure—connecting with POS systems and loyalty platforms to ensure data flows smoothly across your operation. This integration capability is crucial because it allows restaurants to add best-in-class kiosk functionality without disrupting their existing technology stack or forcing them to replace systems that already work well.
The power of proper integration extends beyond just connecting systems. When kiosk software like Bite integrates with your POS and loyalty platforms, it creates a complete view of customer preferences and ordering behavior. This data becomes invaluable for making informed decisions about menu optimization, pricing strategies, promotional timing, and operational improvements. Restaurants can see which items perform best at kiosks versus counter ordering, identify upsell opportunities that resonate with customers, and understand how loyalty members interact with self-service technology differently than casual guests.
A customer at Buona ordering at the kiosk
This matters enormously for fast casual operators managing multiple ordering channels. When your kiosk platform integrates properly with core systems, staff see:
Consistent order information regardless of how customers place their orders.
Inventory tracking remains accurate. Customer loyalty data stays synchronized.
Menu updates made in your POS automatically reflect at kiosks.
The operation runs smoothly because your technology supports your workflow rather than fighting against it.
For restaurants using separate systems for mobile ordering and third-party delivery alongside in-store kiosks, the integration capability becomes even more critical. By ensuring your kiosk software works harmoniously with your existing POS and loyalty infrastructure, you create a foundation that supports whatever additional ordering channels you choose to offer. This flexibility allows you to meet customers wherever they want to order—whether that’s at a kiosk, through your mobile app, via delivery platforms, or at the traditional counter—while maintaining operational coherence behind the scenes.
The Smaller Format Advantage
Interestingly, fast casual’s typically smaller physical footprint becomes an advantage in the digital ordering era. These restaurants don’t need extensive dining rooms when significant order volume comes through pickup, delivery, and takeout channels. This allows for premium locations in high-traffic areas where rent would be prohibitive for larger formats.
The economics work beautifully: digital ordering drives higher throughput through smaller spaces, reducing rent costs per transaction while maintaining or improving the customer experience. Technology allows fast casual concepts to generate full-service level revenue from quick-service sized locations.
Beyond Efficiency to Hospitality
The most sophisticated fast casual operators understand that technology’s ultimate purpose isn’t just efficiency—it’s enabling genuine hospitality at scale. When routine transactions happen digitally, staff have bandwidth to make eye contact, offer recommendations, check on dining customers, and create moments of connection that turn first-time visitors into regulars.
This is the paradox that fast casual has cracked: more technology enables more humanity. The kiosk handles the transaction so the employee can focus on hospitality. The mobile app manages the order so the kitchen can focus on quality. The integrated systems handle coordination so everyone can focus on their craft.
While other restaurants install in-store ordering kiosks, chains like Cava are prioritizing face-to-face interaction, recognizing that technology should enhance rather than replace the human element in dining.
The Future Is Already Here
Fast casual’s success with digital ordering isn’t speculative—it’s happening now. The brands posting double-digit growth aren’t doing so despite investing in technology, but because of it. They’ve recognized that the format’s inherent advantages only fully emerge when supported by digital ordering platforms that make operational complexity invisible to customers.
For restaurants still approaching technology as an afterthought or treating each digital channel as a separate initiative, the lesson is clear: true omnichannel capability, where every ordering method integrates seamlessly into unified operations, has become the competitive baseline in fast casual. The question isn’t whether to build this capability, but how quickly you can get there before competitors capture the market share you’re leaving on the table.
