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Restaurant Delivery POS Software

Restaurant Delivery POS Software

Fast Accurate Order Entry

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Restaurant Delivery POS
Software Development Since 1986

A Study of Order Entry and Human Computer Interaction and Its Effect on Customer Satisfaction

When development work began on our Patent Pending order entry process in February of 2002, the objective was fast and accurate orders. An additional unexpected benefit was the ease of learning to enter orders. And the ease of learning the menu.

A new employee also has the ability to answer typical caller questions such as; What comes with that? What are my options? These questions are easy to answer because the information is right there displayed in a well organized fashion.

We have found that due to the organization of the menu options the users do not forget to ask callers questions regarding a menu item's options.

It also lead to a flexible order system where an order can be entered by touch screen, mouse, or numeric key pad. The numeric key pad has long been the preferred method of fast and accurate data entry for the Data Processing industry.

The research prior to that time began as we observed the wait staff at numerous restaurants enter orders on touch screen monitors at both independent and chain stores.

We noticed the more menu buttons or choices on the screen, the longer it took for a menu choice to be made. We observed the persons finger would be going around in circles until they found the correct choice. We then did a research study into a persons ability to learn and process order information as related to "Human Computer Interaction" or HCI.

  • Why do we limit the menu choices in our software?
  • Why do books have chapters?
  • Why do chapters have paragraphs?
  • Why do paragraphs have sentences?
  • Why do sentences have phrases?
  • Why do phrases have words?
  • Why do words have letters?
  • Why are phone numbers 7 digits?
The answer is: the human mind accepts and retains information more easily when it is broken into well organized chunks.

Random, uncategorized, or large chunks of information are not easily accepted and the mind can become overwhelmed. When the mind feels overwhelmed it shuts down, rejects the information not allowing it to enter long-term memory. This includes your staff entering your customers orders.

New employees quickly learn your menu quickly because it is organized in small "chunks".

The benefits of fewer menu choices are faster and accurate orders. Both, in fact, are proven major factors in customer satisfaction. See also our Customer Satisfaction Study.

Basically, the mind can't bear information presented in an unrelated or random way and favors small categorized groupings. The mind prefers chunks as proven in the widely accepted "Chunk Theory".

The Magic Number Seven
There's quite a lot of evidence to back up the principles behind chunk theory; possibly the most famous is a piece of research for the Bell Telephone Company (and the reason phone numbers were originally 7 digits). The research was titled;

"The Magical Number Seven, Plus or Minus Two: Some Limits on Our Capacity for Processing Information."
George A. Miller, Harvard University. First published in The Psychological Review, one of the most prestigious publications.

NOTE: As quoted from Psychological Review (Vol 101, No.2) this "is clearly the most widely cited article in the history of the Psychological Review".

Below from Psychological Review, Miller is Number 2 in SSCI and Number 1 in SCI. Now 50+ years later, this article is still widely accepted as valid and still one the most cited psychology articles.

The research showed that the mind needs to use, "a process of organizing or grouping the input into familiar units or chunks." It was found that the maximum number of things the human mind could comfortably remember or work with was limited to 5-9 things. With the mid point being the magic number 7.

So Easy Even with No Training
In a follow up study we selected people with little computer experience, various educational, intellectual, socio economic, and cultural backgrounds to test our order entry system. The results were, that given any of the above stated backgrounds, every person was able to enter an order with no training what so ever. All orders were completed accurately and in timely fashion.

A special thanks to Nicole Kitos M.A. Boston University School of Psychology for guiding our research in the proper direction.

Mark Antonius Neerincx, Harmonizing Tasks to Human Knowledge and Capacities. Dissertation, Groningen, 1995

Atkinson, R., Shiffrin, R., Human Memory: A Proposed System and Its Control Processes, 1968

Baddeley A., Recent Developments in Working Memory, Curr Opin Neurobiol. 1998 Apr;8(2):234-8. Review

Ehrhart, L.S., New Approaches to Human Computer Interaction Research and Design for Decision Aiding Systems, 5th IEEE International Symposium on Intelligent Control, Proceedings, 1990

Blackwell, A.F., Metacognitive Theories of Visual Programming: What do we think we are doing?, IEEE Symposium on Visual Languages, 1996. Proceedings

Barnard, P.J., Connecting Psychological Theory to HCI: Science, Craft or Just Plain Craftiness?, IEEE Colloquium on Theory in Human Computer Interaction, 1991