Case Study: Kiosk Upgrades Fast-Forward the Fun at Dave & Buster’s

Dave & Buster’s tested its self-service transformation with a pilot store, replacing legacy ordering and payment systems with modern kiosks designed to give guests more control and create a more engaging experience.

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Challenge: Elevate efficiency and offer a frictionless experience

Dave & Buster’s existing ordering and payment systems lacked the flexibility to support evolving customer journeys, while managing multiple vendors added complexity across hardware, software and services. Availability and uptime were also critical in a high-energy environment where speed directly impacts guest satisfaction.

Solution: Reimagined checkout that provides flexibility

Diebold Nixdorf delivered a reimagined self-service solution featuring modern, interactive kiosks with multi-payment capabilities designed to support both food and beverage ordering as well as Power Card purchases and recharges. DN’s Open APIs made it possible to run a self-service solution on top of D&B's current POS deployment. This flexible setup allowed them to adapt their customer journeys using non-programming configurations and allowing easy configuration of UIs that reflect D&B's brand identity.

Results: Future-Ready Checkout Infrastructure

The upgraded kiosk experience reduced wait times, improved throughput and gave guests more control over how they engage with the brand. By simplifying transactions and reducing friction, Dave & Buster’s created a more seamless guest journey while freeing staff to focus on service. The pilot’s success led to broader rollout, with improved spending, stronger guest engagement and uptime levels reaching 99.8%.

Want to see how Dave & Buster’s transformed its self-service experience? Download the full case study to explore more.