Too many choices can slow users down
Menus with categories, modifiers, add-ons, and payment steps can quickly become overwhelming if the flow is not structured clearly.
Upsells need to feel helpful, not annoying
Prompts work best when they appear after a customer has shown intent, rather than interrupting the ordering process too early.
Checkout needs clear reassurance
Customers need to know when an item was added, when payment is processing, & whether the order was successful, cancelled, or needs attention.
I approached the kiosk flow through the psychology of customer decision-making. Instead of showing everything at once, the experience breaks ordering into smaller, focused steps: browse, choose, customize, review, and pay.
Each screen was designed to reduce cognitive load while still giving customers enough control to feel confident in their order. The goal was to make the experience feel fast for the customer and valuable for the restaurant.
Large product imagery helps customers identify what they want faster than reading through a text-heavy menu.
Contextual upsells
Upsell prompts appear after the customer has selected an item, making recommendations feel timely instead of disruptive.
Clear recovery states
I designed the complete self-serve ordering path across every key customer moment: starting an order, browsing the menu, selecting an item, customizing options, accepting or skipping upsells, reviewing the cart, paying, and receiving confirmation.
The goal was to make the flow feel predictable from beginning to end, so customers always knew what to do next while the restaurant could still guide them toward add-ons and higher-value orders.
The final flow gave ToadEx a polished self-serve ordering experience that covers the full customer journey: browsing, customization, upsells, cart review, payment, and confirmation.
Even though the product is still in development, the design system and flow structure create a strong foundation for a white-label kiosk product that can adapt to different restaurant brands.
