Case Study: Shake Shack achieves 69% higher kiosk adoption with PlaybookUX

Shake Shack boosts kiosk adoption by 69% with PlaybookUX

Shake Shack, a modern fast-casual restaurant brand, was facing challenges with low adoption of its digital ordering kiosks and mobile app, creating operational bottlenecks during peak hours. To improve in-store efficiency and scale operations, they partnered with PlaybookUX for unmoderated usability testing and card sorting services to refine these digital experiences without risking costly design errors.

Using PlaybookUX, the team conducted iterative A/B and comparison testing to optimize key elements like menu interfaces and kiosk flows, uncovering friction points and validating improvements. This solution enabled Shake Shack to confidently implement changes that resulted in a 69% increase in kiosk adoption, leading to faster order throughput, reduced operational overhead, and a more intuitive customer experience.

Shake Shack