The move comes as part of Portillo’s efforts to use technology that will enhance the experience of its team members as well as guests. Credit: Around the World Photos/Shutterstock.

American fast-casual restaurant chain Portillo’s has announced that it is piloting self-service kiosks in selected restaurants to enhance customer and staff experience.  

This strategic test is a key component of the company’s approach to leveraging technology to enhance the experiences of both team members and guests, while optimising operational efficiency. 

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The first 24-inch “Bite” kiosks have been installed at two Chicagoland locations: Downers Grove, Illinois (1500 Butterfield Rd) and Chicago’s River North neighbourhood (100 W Ontario St).  

These kiosks have been developed in collaboration with Portillo’s technology team and Bite, which specialises in restaurant kiosk solutions.  

The pilot programme will soon expand to include Portillo’s Californian restaurants, with these locations acting as test sites to gather insights for potential wider deployment. 

The introduction of the new kiosks aims to enhance, not replace, the traditional Portillo’s dining experience.  

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They complement the company’s existing ordering methods, offering customers more options and allowing the redistribution of staff to focus on delivering superior service.  

The company expects the move to create more meaningful interactions between customers and team members and provide opportunities for staff development. 

The kiosks will also serve as a platform to promote Portillo’s staple dishes and new culinary creations.  

Equipped with large video screens, they provide an engaging visual menu that could lead to larger orders and heightened customer satisfaction.  

The partnership with Bite reflects Portillo’s emphasis on quality. The pilot will be assessed against key performance indicators such as order precision, queue reduction and average check size.  

Portillo’s chief information officer Keith Correia said: “We’ve studied best practices across the restaurant industry to identify a next-generation ordering system as a thoughtful addition for both our guests and our team members. 

“By offering an alternative ordering experience, we’re giving guests another way to get their Portillo’s however they prefer, while creating flexibility for our teams to focus on what they do best – making delicious food and providing fun, welcoming service. It’s about carefully integrating technology to enhance the classic Portillo’s experience that has delighted fans for over six decades.”