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Let’s Talk About Usability

A focus for all sides of the counter

Brought to you by Elo and ReSource Point of Sale

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The rise of the kiosk has made usability front-of-mind for point-of-sale providers, but it’s not just consumers who need an intuitive interface. Usability is equally important behind the counter, where a restaurant’s objectives for speed and quality can be made or broken. So, what does it take to lead with usability on both sides of the curtain? What should restaurants be looking for? And how can restaurants benefit by putting usability first for everyone?

If you’re looking for the answers to questions like these, read on to learn more about key attributes of usable interfaces, the importance of ease-of-use for front and back of house stakeholders, and partnerships that will help you put usability center stage. Let’s get this show on the road!

About ReSource Point of Sale

ReSource POS was founded in Chicago and now serves customers in offices located in Illinois, Florida, Bosnia and Paraguay. We work to empower business owners in the retail and restaurant sectors to differentiate themselves with our best-in-class solutions and services.

ReSource POS by the Numbers

  • First established in 2003
  • 170+ full-time team members
  • 5 international offices
  • Supporting 12,500+ endpoints

About Elo

Elo Touch invented the touchscreen over 50 years ago, and didn’t stop there. They hold strong standards of quality and reliability to provide millions with innovative solutions that achieve high-level usability and maximum efficiency for every aspect of your business.

Elo by the Numbers

  • 50+ years in touchscreen
  • 30+ million installs worldwide
  • 400+ global patents
  • 80+ countries worldwide

The Rise of the Kiosk

The kiosk has become the undisputed star of the modern guest experience.

Initially met by fierce consumer resistance, the road to stardom for the kiosk has closely paralleled the growth of personal mobile computing and the customer demand for immediacy. Hover over the years below for some insightful facts on the growth of the kiosk over time.

kiosk market timeline


Yesterday: 40% of customers were not likely to use order and pay kiosks, with only 26% very likely to use them.1


Over the last 3 Years: Digital ordering rose rose 117% from February 2020 through February 2022.2


Today: 4 in every 5 people (81%) would rather speak to an automated voice system when ordering food from a drive thru.3


Today: 65% of QSR customers would visit restaurants more frequently if they could order using self-service kiosks.4


Tomorrow: The global kiosk market is expected to reach $30.8 billion.5

Widespread use of technology, the rise of self-service in other sectors, and the desire for operational efficiency all contributed to the rise of the kiosk. In a survey conducted by SOTI, 73% of respondents said they are in favor of self-service technology to improve shopping experience and reduce staff interactions.6 The COVID-19 pandemic accelerated this change as it necessitated less human-to-human contact.

The preference for self-service varies across generational lines. For example, 20% of millennials don’t like interacting with a cashier at checkout.7 Additionally, a survey conducted by PlayUSA found that 84% of Gen Z and 76% of Millennials prefer using tech-based checkouts.8 While generational preferences persist, research tells us that the aggregate sentiment is moving overwhelmingly in favor of the risk. 66% of customers believe automation improves their shopping experience.9

A new Elo touch screen is installed every 21 seconds.

The rise of the kiosk is not only good for customer satisfaction, but good for business. More than 65% of customers said they would visit a restaurant more often if self-service kiosks were offered, and 30% of customers would order from a kiosk over a cashier if the lines were the same length. This perspective has shifted greatly from 2018, at which point 78% of customers said they would be less inclined to go to a restaurant that has self-order kiosks.10 Consider an even higher impact stat. Kiosks are estimated to increase average check total by up to 30% for restaurants! What would that mean for your locations?11

The rise of the kiosk naturally raised the bar for usability by making the ordering and purchasing interface a central part of the guest experience that can make or break quality and satisfaction. This led to a paradigm shift in restaurant technologies which previously focused only on durability and efficiency. Today, the personal mobile device standard has made its way into virtually every part of the restaurant. Over time, this usability-first approach to restaurant tech has made its way to the traditional, crew-facing POS and to the back of house.

Elo’s team consists of over 600 experts to help you find the perfect solution for your business.


Unpacking Usability

What does it mean to be usable?

What is usability?

At the most basic level, usability is defined as the ability of a specific user in a specific scenario to achieve a specific goal by using a specific product. Using this definition, we discover that usability is not just for the customer-facing interactions in our restaurant, it’s relevant and essential anywhere a human is using technology to get something done.

Before we explore the impact of usability on various restaurant stakeholders, let’s first define the key attributes of a usable solution:

bg usability interactive diagram


The subjective component of usability… was it enjoyable?


Easy to learn quickly, works the way humans do.


Allows users to jump back in without re-learning.   


Lack of redundancy in interactions, ability to achieve the goal quickly.


Reduction in human errors, built-in ability to fix mistakes.

Which aspect of usability is most important to you?

challenging ordering channels

Usability for Front and Back of House

What does usability look like for key stakeholders on both sides of the curtain?

The core tenets of usability apply no matter the human user. But there are other aspects of usability that are more nuanced and specific to the stakeholder or role. Let’s take a closer look at how usability applies behind the curtain and center stage in your restaurant.

business owners

icon 71 percent

71% of decision makers stated that digital transformation was the most important factor for business agility.12

kitchen crew

icon 98 percent

98% is the targeted metric for order accuracy in most restaurants.13


icon 72 percent

72% of customers expect to be able to customize their orders.14

customer facing employees

icon 91 percent

By the time a line reaches 10 people, 91% will leave without ordering.15

With which stakeholder does your business have the most trouble achieving usability?

bg usability poll

The Elo Suite

How do Elo’s solutions support usability throughout the restaurant?

Whether center stage or backstage, usability is central to the restaurant experience. Through technology solutions that put the human user first, restaurants can satisfy all of their stakeholders, earn resounding applause from their guests, and set themselves apart. Let’s take a closer look at Elo’s suite of usability-first solutions.

restaurant kiosks

Increase speed, guest satisfaction, and order accuracy with self-service.

Restaurant kiosk features:

  • Fill orders faster
  • Shorter wait times
  • Custom branding options
  • Variety of sizes
  • Multiple configurations to fit any space
pos systems

Customize yours with software and accessories such as a barcode scanner, printer and more.

POS systems features:

  • Customizable
  • Integrate different features such as a barcode scanner
  • Variety of sizes
  • Compatible with multiple operating systems
  • Accepts mag stripes, chips or contactless payment
smart terminals

Meet your customers where they are with mobile to fixed payments.

Smart terminals features:

  • Integrate payments
  • Includes barcode scanning
  • Exceptional battery life
  • Connects to mobile POS solution
  • Includes docking station
interactive digital menu boards

Engage guests with relevant offers and increase revenue.

Interactive digital menu board features:

  • Promote offers
  • Variety of display sizes
  • PCAP and IR options for best image quality
  • Interactive displays
  • Seamless integration into any environment
interactive kitchen display system

Manage orders across multiple channels efficiently.

Interactive kitchen display system features:

  • Variety of display sizes
  • PCAP technology
  • Interactive touchscreen
  • Flexible and versatile
  • Customizable
mobile computers

Upgrade your pick-up options for greater sales and efficiency.

Mobile computer features:

  • Flexibility with curbside, drive-thru, in-store options
  • Android compatible
  • All-in-one device
  • Assists with delivery tracking and inventory
  • Includes price checking and ticketing

Listen to the TEConnect Podcast featuring The Self-Service Tipping Point with Elo’s Luke Wilwerding.


Usability Starts with the Right Partner

RPOS makes it easy for you, so you can make it easy for them, with a collaborative and customer-centered partnership.

icon solution design

Solution Design

Choose the right technologies

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Install and Integration

Make it all work together

icon training support

Training and Support

Instill confidence in your crew

icon customer success

Customer Success

Continue to evolve and optimize your approach over time

ReSource POS has an advanced exchange depot with a 24-hour turnaround on terminal replacements.

How can we help you?

Allow us to put our commitment to client success to work for your business.