Touchless Ordering Options: Reducing Contact Anxiety in Your Restaurant

Exploring touchless restaurant ordering technologies that address hygiene concerns and expand customer choice.

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The post-pandemic customer expects options.

Touch-only ordering—whether kiosks or even physical menus—creates friction for the segment of customers who specifically want to minimize contact. These customers aren't unreasonable; they're responding to years of messaging about shared surface transmission.

Restaurants that offer only touch-based interfaces alienate this segment. The technology for alternatives exists. Implementation is the question.

This article surveys touchless ordering options and their implementation considerations.

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Why Touchless Matters

Understanding the demand helps prioritize solutions.

The Post-Pandemic Expectation Shift

Years of awareness about contact transmission changed behavior:

• Hand washing frequency increased
• Sanitizer use became habitual
• Awareness of shared surfaces heightened
• This awareness isn't fading quickly

Some customers will always seek lower-contact options.

The Touch-Only Limitation

If your only self-service option is touch-based:

• Hygiene-sensitive customers avoid it
• They crowd the counter instead
• Or they leave for competitors
• Your kiosk investment underperforms

Touchless options capture the otherwise-lost segment.

Customer Choice as Philosophy

Beyond hygiene-specific concern:

• Some customers simply prefer their own device
• Familiar interface, their preferences saved
• No small talk, no public screen
• Touchless = private and comfortable

Choice expands appeal.

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Touchless Technology Options

Several technologies enable reduced or eliminated contact.

QR Code to Personal Device

How it works:

• Customer scans QR code displayed on sign, table, or kiosk
• Ordering website opens on their phone
• Order and pay on personal device
• No shared surface contact at all

Pros:

• Zero contact with shared surfaces
• Familiar device, customer's own phone
• No app download required
• Works with almost all smartphones
• Low implementation cost

Cons:

• Phone battery/data dependency
• Small screen (harder for complex menus)
• May feel impersonal
• Older phones may struggle

Best for:

• Casual dining with table service
• Coffee shops and cafes
• Any environment where customers have phones

NFC/Tap-to-Start Kiosks

How it works:

• Customer taps phone or card on sensor
• Kiosk session begins
• Order on kiosk or on phone
• Reduced touch, not eliminated

Pros:

• Fast initiation—tap and go
• Minimal contact versus full touch
• Can transfer session to phone
• Familiar gesture (payment-like)

Cons:

• Still some kiosk touch typically required
• NFC not universal on all phones
• Customer education needed
• Not truly "touchless"

Best for:

• QSR with existing kiosk investment
• Customers who are "touch-reduced" not "zero-touch"
• Quick-start ordering scenarios

Voice Ordering

How it works:

• Customer speaks order aloud
• Voice recognition processes request
• Confirmation via screen or voice
• No touch at all

Pros:

• Completely contactless
• Natural interaction (like talking to cashier)
• Accessibility advantage for some users
• Novelty factor

Cons:

• Accuracy challenges with complex orders
• Background noise interference
• Privacy concerns (speaking order publicly)
• Menu complexity limits
• Technology still maturing

Best for:

• Simple menus with limited variations
• Drive-thru environments (already vocal)
• Accessibility-focused implementations
• Technology-forward brands

App-Based Ordering

How it works:

• Customer downloads brand app
• Orders and pays in app
• Receives notification when ready
• Picks up without any in-store ordering

Pros:

• Rich features and customization
• Loyalty integration
• Order history and favorites
• Complete touchless experience
• Best for frequent customers

Cons:

• Download friction (first-time barrier)
• Storage space on customer device
• Not viable for one-time visitors
• Development and maintenance cost

Best for:

• Brands with loyal customer base
• Frequent-visit models (coffee, lunch spots)
• Customers who want VIP experience

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Implementation Considerations

Each technology requires specific planning.

Infrastructure Requirements

QR code ordering:

• QR code display (printed or digital)
• Mobile-optimized ordering website
• Payment processing integration
• Kitchen ticket generation

NFC systems:

• NFC-enabled kiosk hardware
• Session management software
• Device compatibility testing

Voice ordering:

• Voice recognition hardware
• Acoustic environment optimization
• Natural language processing capability
• Menu data structured for voice

App ordering:

• Native app development (iOS + Android)
• Backend order management
• Push notification capability
• Ongoing maintenance and updates

POS Integration

All touchless methods require:

• Order flow into existing POS
• Payment processing coordination
• Kitchen display integration
• Receipt/confirmation generation

Integration complexity varies by POS vendor.

Staff Training

Staff need to understand:

• How each touchless method works
• How to help customers who struggle
• Where orders appear in workflow
• How to troubleshoot common issues

New technology = new training needs.

Customer Education

Customers may need guidance:

• Clear signage explaining options
• Simple instructions for each method
• Staff able to explain and demonstrate
• Grace for learning curve

First-time experience shapes future adoption.

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Hybrid Approaches

Few environments benefit from single-option approaches.

Touch + Touchless Side by Side

Offer multiple methods simultaneously:

• Kiosks for those comfortable with touch
• QR codes for those preferring phone
• Counter for those preferring human

Customer chooses based on preference.

Fallback Options

What happens when primary fails?

• QR code doesn't work → counter backup
• Voice recognition fails → touch fallback
• App has error → web ordering alternative

Graceful degradation prevents frustration.

Customer Choice Philosophy

The goal isn't "force everyone to touchless." It's:

• Options that match customer preference
• Minimal friction for any choice
• Equal quality experience across channels

Choice respects customer diversity.

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Measuring Touchless Adoption

Track what works for your customers.

Channel Usage Tracking

Monitor ordering method distribution:

• What percentage uses QR?
• What percentage uses kiosk?
• What percentage uses counter?
• What percentage uses app?

Trends reveal customer preference.

Customer Satisfaction by Channel

Satisfaction may vary by method:

• Survey by ordering channel
• Compare scores across methods
• Identify problem areas

High satisfaction = likely repeat use.

Optimization Based on Data

Use data to improve:

• Invest more in popular channels
• Fix problems in underperforming channels
• Consider retiring low-adoption methods
• Expand successful approaches

Data guides investment.

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How SeenLabs Helps

Touchless ordering requires third-party ordering systems. SeenLabs CMS contributes through:

QR Code Display Integrate QR codes into menu board layouts—customers see the code, scan, and order.

Multi-Channel Content Promote touchless options on digital signage, encouraging adoption of QR and app ordering.

Integration Capability Connect with mobile ordering apps, NFC systems, and other touchless technologies.

Hybrid Layouts Display touchless alternatives alongside menu content, making options visible.

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Conclusion: Touchless Is Expected

In a post-pandemic world, touchless options aren't a luxury—they're expected by a significant customer segment.

Ready to Implement Touchless Ordering?

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About SeenLabs

SeenLabs builds digital signage that supports multiple ordering channels. Our platform integrates QR codes, promotes touchless options, and helps operators offer the customer choice that drives adoption.