The Customer Journey
This page follows a customer through a kiosk order, screen by screen. Which screens appear depends on your configuration — a simple kiosk shows three of them, a food court kiosk shows them all.
1. Start Screen
The kiosk waits, showing your background or screensaver video if you configured one, until a customer touches the screen to begin.
2. Where Would You Like to Order?
Only on kiosks serving several establishments — a shared kiosk in a shopping centre or food hall, for example.
The customer is asked “Where would you like to order?” and picks the establishment they want. The kiosk then works entirely within that establishment: its products, its prices, its kitchen.
Note
Whether the establishment operating the kiosk appears in the list alongside the others is itself a setting. Leave it out when the kiosk is purely a shared entry point.
3. Eat In or Takeaway
The customer chooses between Eat-In and Takeaway under “Where would you like to eat ?”. On a French kiosk the buttons read Sur Place and À Emporter; on a Dutch one, Eet-In and Afhaal.
The choice determines which prices and VAT rates apply, exactly as it does when staff take the order.
Either option can be removed, on the user the kiosk signs in as — see Removing Eat-In or Takeaway from the Kiosk. The screen still appears, showing only the button you kept.
4. Where Would You Like to Start?
Only on kiosks with shop preselection enabled — for venues whose offer is split across counters.
The customer picks the counter or shop they want, and the ordering screen opens on it directly.
- Only shops currently available are offered; a counter outside its service hours is not shown.
- When nothing is open, the screen reads “No shops are open at the moment.”
- The customer can still switch to another group once they are in the ordering screen.
5. Building the Order
The customer browses product groups and adds items, choosing options where a product offers them.
If nothing at all is available, the kiosk shows “Nothing is available right now.” rather than an empty menu.
Warning
After 5 minutes without any touch, the kiosk abandons the order and returns to the start screen, ready for the next customer. Any touch restarts the countdown, so a customer taking their time is never interrupted.
6. Identifying the Order
So staff can hand the order over when it is ready, the kiosk can ask the customer to identify it. Two options exist, and you enable the one that matches how you serve:
Order name — the customer types a name, up to 10 characters, on an alphabetic keyboard. It is printed on the ticket.
Buzzer number — the customer enters the number of the buzzer they were handed, up to 3 digits, on a numeric keyboard, under Select Your Buzzer Number. It is printed on the ticket prefixed with a B, so buzzer 12 prints as B12 and cannot be mistaken for a name.
7. Payment
Under Payment, the customer chooses from the methods you have enabled:
| Method | What the customer does |
|---|---|
| Card | Pay Now — “Follow the instructions on the payment terminal.” The kiosk shows Processing while the payment completes. |
| Cash Machine | “Please insert your cash in the machine.” |
| At Register | The order is placed and paid at the counter instead. |
If a payment does not succeed, the kiosk returns to Payment Error Occurred and invites the customer to choose a method and try again, rather than losing the order.
8. Ticket and Confirmation
The kiosk prints the order ticket — Printing Ticket, “Your order ticket is being generated” — and confirms with Order Received, “Your order is being prepared.”
Where enabled, the ticket also carries a QR code under Order Status, with “Scan to follow your order status”, so the customer can watch their order's progress from their phone instead of waiting at the counter.
The kiosk then returns to the start screen for the next customer.
Summary
- Start screen → establishment → eat-in or takeaway → shop → products → name or buzzer → payment → ticket
- Optional screens are skipped when not configured, so a simple kiosk stays short
- An abandoned order clears itself after 5 minutes
- A failed payment returns to the payment choice rather than discarding the order