因自助服務系統普及與人事成本提高，使得速食業者逐漸重視自助點餐系統平台。本研究目的在透過科技化及數位化管理導入速食業中，研發出自助點餐系統來優化服務流程，觀察並研究現有速食店自助點餐系統服務現況的痛點、阻礙及服務缺口，以「台灣速食店」、「自助服務科技」、「人機介面」、「使用者經驗」、「服務設計」，來規劃速食店自助點餐系統之介面研究設計架構依據，期盼各速食店與其設施規劃從「使用者體驗願景」的設計觀點出發，站在人本觀點提出新的解決方法，並以服務設計觀點改善速食店點餐及取餐服務流程，提高顧客來速食店之滿意度。

本研究以雙鑽石設計流程分兩階段實驗：第一階段為前導性實驗，先採用「非參與式觀察法」評估速食店自助點餐系統之使用率及觀察使用者的使用狀況。再以介面任務操作性研究時間績效、系統使用性尺度量表(SUS)之分析及使用者互動滿意度量表(QUIS)問卷量表進行評估，做為自助點餐系統原型設計之設計依據。首先利用現有三款速食店自助點餐系統介面：麥當勞、肯德基及摩斯漢堡之介面進行前導性實驗比較，前導性實驗採單因子組間方式進行。第二階段為研究設計實驗驗證及服務流程評估，研究流程分為兩個步驟進行：(1)透過「半結構式訪談法」、「人物誌」、「利害關係人」及「顧客旅程地圖」進行分析設計評估後製作原型設計。(2)以便利抽樣方式邀請8位使用者進行新款原型設計測試，做設計驗證與評估，最後提出服務設計流程結論與建議並產出速食店之新款服務藍圖。本研究結果與建議：(1)提升使用動機。(2)同步更新點餐取餐櫃之空間規劃。(3)改善自助點餐系統的易用性。(4)可編輯性的介面功能。(5)考量整體分層設計。

Fast food restaurant managers have started utilizing, or at least shown an increased interest in utilizing, customer self-service food ordering systems because such systems have become more widespread while the managers are experiencing ever-increasing personnel costs. This study seeks to introduce better technological management and digital transformation into the fast food industry by researching and developing a self-service food ordering system that optimizes the service process flows. The research and development of the system is completed through observing and analyzing existing self-service food ordering systems and identifying pain points, constraints, and gaps in these services. The planning of the self-service food ordering system is based on exploring and addressing how the following building blocks apply to the system: "fast food restaurants in Taiwan," "self-service technologies (SSTs)," "human-machine interface (HMI)," "user experience (UX)," and "service design." The hope is that restaurant managers will plan and design their in-store amenities and store layouts with the goal of providing the best customer experience—through focusing on humanistic design and solutions as well as improving food ordering and food pickup process flows from the service design perspective—and thus increasing overall customer satisfaction when dinning in fast food restaurants.

In this study, the Double Diamond design process divides experiments into two stages. The pilot experiment is the first stage, in which "non-participant observation" is adopted to evaluate the usage rate of fast food restaurant self-service ordering systems and observe the user experience. Then, task performance, System Usability Scale (SUS) analysis, and Questionnaire for User Interface Satisfaction (QUIS) serve as the basis for designing the prototype of the self-service food ordering system. The study conducts a pilot experiment on self-service food ordering systems of three major fast-food restaurants: McDonald's, KFC, and Mos Burger. The one-way analysis of variance is performed. The second stage is the experimental validation and service process evaluation. The research process is conducted in two steps. Firstly, "semi-structured interview," "persona," "stakeholder" and "customer journey map" are used in the analysis and design of the prototype. Secondly, eight users chosen by convenience sampling method participate in the testing of the new prototype for design validation and evaluation. Finally, the study provides conclusions and suggestions for service design process as well as proposes a new service blueprint for fast food restaurants. The findings and recommendations of this study are as follows: (1) Increase user motivation; (2) Update the space planning of the counter for food ordering and taking; (3) Improve the usability of the self-service food ordering system; (4) Develop editable interface; (5) Take the overall layered architecture into consideration.

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