Innovations in touchless ordering for a changing world

PepsiCo realized they needed to adapt post-Covid by piloting a touchless kiosk in KFCs across Warsaw. Unlike basic touchless screens, this required advanced gesture recognition to produce clear, intentional actions. Customers needed to navigate, customize, and place orders using only hand gestures — ensuring the experience was intuitive and smooth. I was brought in to lead the service design and customer insight part of the engagement – the team (Felix Ros and Dan Robson) has already begun creating prototypes and testing. Due to lockdown restrictions, the team could only test with small groups in order to understand the usability of (at that point) a pretty new type of interaction.