What is digital friction and why does it matter for restaurants?

Digital friction refers to any barrier, confusion, or frustration customers experience when interacting with digital ordering systems. Studies show 67% of customers abandon orders due to poor digital experiences, directly impacting revenue and repeat visits.

Digital Friction Scorecard | Restaurant Tech Assessment

👁️

Visual & Cognitive Friction

Evaluate how easily customers can read and process your digital menus

How appropriate is your menu rotation speed? ⓘ

How readable are your menu fonts from typical viewing distance?

How is the contrast between text and background colors?

How cluttered or dense is the information on your screens?

Do animations help or distract from decision-making?

🧼

Physical & Hygiene Friction

Assess the physical accessibility and cleanliness perception of your devices

Are screens positioned at comfortable heights for all customers? ⓘ

Do customers see screens being cleaned regularly?

Is hand sanitizer available near kiosks/screens?

Are touchless ordering alternatives available (QR, app)?

📱

UI/UX Friction

Evaluate the user interface and ordering flow experience

How easy is it for customers to navigate your kiosk menus?

Are buttons and touch targets large enough to tap accurately?

How aggressive are upsell prompts during ordering?

How easy is it to undo mistakes or go back in the flow?

Are timeout periods adequate for slower users?

⚡

Technical Friction

Assess system reliability and performance issues

How often do your digital displays experience downtime?

How responsive are touchscreens to input?

How well does menu availability sync with actual inventory?

How reliable is the payment processing at kiosks?

🤝

Trust & Access Friction

Evaluate pricing transparency, data practices, and accessibility

Are prices consistent across all channels (board, kiosk, app)?

Do tip prompts feel fair for the service level provided?

Is data collection clearly explained to customers?

Is human ordering assistance always available as an alternative?

Are accessibility features (wheelchair mode, audio) available and working?

📊

Your Friction Assessment Results

Review your scores and get actionable recommendations

— Overall Score

🎯 Priority Matrix

Issues are plotted by severity and frequency. Focus on "Fix First" items.

🔥 Fix First

📅 Schedule

⚡ Quick Wins

👀 Monitor

💡 Top 3 Quick Wins

📈 Category Breakdown

Want to reduce friction and improve customer experience?

Book a Consultation

Frequently Asked Questions

What is digital friction and why does it matter?

Digital friction refers to any barrier, confusion, or frustration customers experience when interacting with your digital ordering systems—kiosks, digital menu boards, or apps. Studies show 67% of customers abandon orders due to poor digital experiences, directly impacting revenue and repeat visits.

How is the friction score calculated?

The score evaluates 22 factors across 5 categories: Visual & Cognitive (readability, rotation speed), Physical & Hygiene (accessibility, cleanliness), UI/UX (navigation, error handling), Technical (uptime, responsiveness), and Trust & Access (pricing transparency, alternatives). Each factor is weighted by customer impact severity.

What's a good friction score for restaurants?

80-100: Excellent – minimal friction, optimized experience
60-79: Good – minor issues to address
40-59: Moderate – significant improvement opportunities
Below 40: Critical – friction is likely impacting revenue

How can I reduce digital friction in my restaurant?

Focus on the "Fix First" items from your Priority Matrix. Common quick wins include: adjusting menu rotation speed (15-20 seconds optimal), increasing font sizes for readability, reducing upsell prompts, and ensuring kiosk screens are regularly cleaned in view of customers.

Does digital friction affect sales and revenue?

Yes. Research shows that reducing friction can increase transaction completion rates by 15-25% and average order value by 5-10%. Customers who experience low-friction ordering are 40% more likely to return.

How often should I assess digital friction?

Quarterly assessments are recommended, or immediately after: new kiosk/menu board installations, POS system updates, menu redesigns, or if you notice increased order abandonment rates.

Visual & Cognitive Friction

Physical & Hygiene Friction

UI/UX Friction

Technical Friction

Trust & Access Friction

Your Friction Assessment Results

🎯 Priority Matrix

💡 Top 3 Quick Wins

📈 Category Breakdown

Download Your Friction Report

Report Downloaded!

Frequently Asked Questions

📊 Scoring Methodology

Assessment Framework

Category Weights

Scoring Logic

Priority Matrix

Research Basis