Human-Centered Design of Integrated Food Service Management Systems: Reducing Cognitive Load in Resource-Constrained Kitchen Operations

Abstract

Small-scale food service operations face significant cognitive challenges in managing fragmented digital systems. This field study evaluated an integrated management platform designed using human-centered principles at a single restaurant over five weeks. Six staff members (tested two at a time across morning and evening shifts) served 612 customers, generating 967 transactions. The study compared two weeks of baseline operations using fragmented systems (Square POS, manual inventory, separate communication tools) against three weeks using the integrated platform. NASA-TLX measurements showed cognitive workload decreased from baseline (M=58.7, SD=10.2) to post-implementation (M=44.3, SD=7.8), a 24.5% reduction. System Usability Scale scored 85.8 (SD=7.4), indicating excellent usability. Operational improvements included 35% faster order processing (8.2 to 5.3 minutes), 65% faster payment completion (12.4 to 4.3 seconds), and 72% error reduction (12.1% to 3.4%). Customer satisfaction averaged 9.3/10 (n=147, 24% response rate). The system architecture demonstrates enterprise-grade capabilities (real-time communication, AI decision support, comprehensive monitoring) at small-business cost (~$240/month). Results suggest integrated human-centered systems can significantly reduce cognitive burden while improving operational efficiency in resource-constrained environments.

Keywords: Human Systems Integration, Systems Engineering, Systems Modelling Language Human-Centered Design, Cognitive Load Reduction, Food Service Technology

DOI: 10.54941/ahfe1006820