Vending

What 2 studies reveal about self-service success

Two academic studies suggest the most effective self-service deployments balance automation with accessibility and user-centered design. Although the research examined very different settings, both papers offer practical guidance for kiosk manufacturers, software developers and organizations deploying self-service technology.

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July 10, 2026 by Richard Slawsky — Editor, Connect Media

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As part of our ongoing look at the academic research surrounding kiosks, vending machines and other self-service technology, we looked at two studies that suggest the future of self-service depends less on adding more technology than on designing better user experiences.

Together, the studies reveal the most effective self-service deployments balance automation with accessibility and user-centered design. Although the research examined very different settings, both papers offer practical guidance for kiosk manufacturers, software developers and organizations deploying self-service technology.

The world of restaurant order kiosks

The first study examined restaurant ordering kiosks. In From Human Service to Digital Ordering, researchers at the University of Gothenburg interviewed 10 restaurant customers age 50 and older in Sweden who had experience using self-order kiosks and digital ordering systems at quick-service and casual dining restaurants.

Rather than viewing technology as either positive or negative, participants evaluated kiosks on both practical and emotional dimensions. Most acknowledged benefits such as shorter wait times, ordering accuracy and greater control over customizing meals.

However, many respondents also described frustrations with digital ordering. Small text, rapidly changing screens and fear of making mistakes created anxiety for some users, while others missed the reassurance and personal interaction provided by employees. Difficult kiosk experiences occasionally discouraged participants from returning to certain restaurants, suggesting that poorly designed interfaces can negatively influence customer loyalty.

One of the study's strongest findings was broad support for hybrid service models. Rather than advocating a return to entirely staff-assisted ordering or complete automation, most participants preferred restaurants that combined self-service technology with readily available employee assistance.

Researchers concluded kiosks should complement — not replace — human service, particularly for customers who may need occasional guidance. The study also noted that successful self-service deployments depend as much on usability, accessibility and thoughtful service design as on the technology itself.

Addressing healthcare needs in rural areas

While the first research paper focused on customer experience in restaurants, the second examined how self-service technology can improve access to healthcare resources in underserved communities.

The study, Exploring Perspectives About Public Health Vending Machine Implementation on an American Indian Reservation, published in AIDS and Behavior, explored the implementation of public health vending machines on a rural American Indian reservation in the northern Midwest.

Researchers interviewed 12 machine users after two vending machines stocked with items ranging from naloxone and HIV self-test kits to sterile injection supplies, hygiene products and basic necessities were installed on tribal lands.

Participants consistently reported the machines improved access to life-saving supplies while reducing the stigma often associated with obtaining them through traditional healthcare settings. Many appreciated being able to obtain products anonymously and at their own convenience.

Researchers found the machines served purposes beyond simple distribution. Participants described using fentanyl test strips to identify contaminated drugs, carrying naloxone for emergencies and sharing supplies with friends and family members who were unaware the machines existed or were reluctant to seek services elsewhere. Several viewed the machines as a visible sign that tribal leadership cared about the health of community members.

At the same time, the study identified challenges including concerns about surveillance cameras near machine locations, inconsistent inventory levels and occasional equipment malfunctions. The authors concluded that community involvement in deciding machine locations and inventory was critical to building trust and maximizing public health benefits.

A common lesson

Taken together, the two papers reinforce a common lesson for kiosk and self-service developers. Whether the goal is expanding access to healthcare supplies or streamlining restaurant ordering, users respond most positively when self-service systems are intuitive, preserve privacy, reduce friction and remain supported by human assistance when needed.

For manufacturers, operators and organizations deploying kiosks, the research suggests that the most successful self-service technologies are those designed around people, not simply around automation.

About Richard Slawsky

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