More Choice, Less Waiting: Why Dokelu Chose Kiosk

Without corn please, extra chicken, or dressing on the side....

‍At Dokelu, every “make it my way” order is welcome. Thanks to self-service kiosks, this level of choice does not have to slow down the lunch rush.

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“The kiosks help us improve our service and the overall customer experience.”‍‍  - Lukáš Hraňo, co-founder of Dokelu

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In short

• Eatster self-service kiosks allow Dokelu customers to customize their salad or pasta without rush or waiting at the counter.
• Kiosk orders go straight to the kitchen, so staff can spend less time taking orders and more time preparing food.
• Dokelu uses four Eatster kiosks, which now account for around 30% of sales. Younger customers use them most naturally.

When Lunch Is Not Just “One Menu, Please”

It is lunchtime, and the line is getting longer.

One guest wants a salad without corn. Another wants to swap a side. Someone else adds extra chicken and asks for the dressing on the side.

Each request is simple. But when ten of them come in one after another, ordering at the counter can quickly become a lot to manage.

That is the challenge Dokelu wanted to solve.

People want choice. The restaurant needs the line to keep moving. Dokelu did not want to give up either.

Customization is part of the brand. With salads and fresh pasta dishes, guests can choose what they want on their plate. But the more freedom the menu offers, the more information needs to be handled during the order.

As Lukáš Hraňo, co-founder of Dokelu, explains: “We see kiosks as a sales channel that helps our team spend more time preparing salads and less time behind the counter. With four kiosks in the restaurant, four customers can order at the same time. That helps us speed up both ordering and food preparation.”

“Fast means the food is prepared quickly. It does not mean the food is unhealthy.”

For Younger Customers, Kiosks Are Already Part of Ordering

An older customer walks in and looks for the counter. A younger customer walks in and goes straight to the screen, naturally.

Lukáš Hraňo sees this difference directly in the restaurant. Guests around 16 or 17 years old, as well as Gen Z customers, see digital ordering as something completely natural. For customers over 30, personal contact is often still the habit, but that is slowly changing too.

A good kiosk experience quickly becomes familiar.

Today, Dokelu uses four Eatster kiosks, and around 30% of sales already come through them. Customers are not pushed to use them. Instead, Dokelu lets people get used to the experience naturally. Once they know it is simple and they do not have to wait, many come back to the kiosk on their own.

Speed Can Help Keep Costs Under Control

At Dokelu, a custom salad can be prepared in around 1.5 to 2 minutes.

Keeping that speed during the lunch rush is not just about having a skilled team. In foodservice, staffing is a real challenge. Hiring another person only to take orders would eventually affect costs ,and, in the end, prices too.

Kiosks take over part of that work.

The team can focus more on preparing food, serve more customers in the same amount of time and avoid adding unnecessary staffing costs. For Dokelu, this helps keep prices accessible without cutting back on quality.

The Kiosk Does Not Take Away from Service, It Takes Away the Pressure

“When customers order through a kiosk, they feel less pressure than when they stand at the counter and have to say what they want right away. They have more comfort. They can calmly look through the dishes and ingredients, change something, add something or remove something. It gives them more freedom when deciding. And of course, the customer no longer has to stand in line the way they used to,” says Lukáš Hraňo, co-founder of Dokelu.

When the Menu Has Many Options, Ordering Has to Stay Simple

The Dokelu story is not only about salads and pasta.

Burger restaurants, poke bowl concepts and many other food businesses deal with the same challenge. The more a meal can be customized, the more important it is to have an ordering system that can handle those choices clearly.

More options do not have to mean more chaos.

When guests have the space to choose at their own pace, and the kitchen receives a clear order, the whole process works better for both sides.