In a recent LinkedIn post, Choo Ann NGOH explores the evolving dining experience and questions the increasing reliance on technology over human interaction in restaurants. NGOH contrasts the convenience of digital menus with the irreplaceable value of human service, particularly in a post-pandemic world.
NGOH recalls early adoption of interactive menus in Malaysia, specifically mentioning Sakae Sushi as a potential pioneer. The post features an advertisement from October 3rd, 2011, highlighting the novelty of these systems. Reflecting on the user experience, NGOH stated:
“Ordering from a full sized tablet definitely beats scanning a QR code on my phone as it is smaller than a tablet”
The Pandemic Pivot to Digital Menus
The necessity of digital ordering was amplified during the COVID-19 pandemic, as NGOH acknowledges. The shift towards contactless solutions was driven by public health concerns, including social distancing measures. Interactive menus and QR code ordering became standard practice to minimize physical contact.
However, NGOH posits that the necessity of these digital tools may be waning now that the pandemic has subsided. The focus shifts from a health mandate to a preference-based experience.
Post-Pandemic Preference for Human Interaction
As Choo Ann NGOH argues, the return to normalcy has brought a renewed appreciation for traditional dining elements. NGOH expresses a personal preference for human interaction over purely technological solutions when dining out.
“But but but now that the pandemic is over, I prefer interacting with a human”
NGOH elaborates on this preference, highlighting the desire for tangible, full-sized printed menus rather than relying on personal mobile devices. The core of this argument, as NGOH points out, lies in the limitations of technology to provide personalized service and answer specific questions.
“More importantly, interactive menus are unable to answer my questions😱😅”
This sentiment underscores a key aspect of the hospitality industry: the human element. While technology can streamline processes, it often falls short in replicating the nuanced communication and personalized recommendations a human server can offer. NGOH concludes by posing a question to their network, inviting discussion on weekend dining preferences:
“(Raises hand)🙋when you dine out on weekends with your family, do you prefer to order from your phone or do you prefer to ask a human what are the chef’s recommendations?🤷”
Through this post, Choo Ann NGOH invites a broader conversation about the balance between technological advancement and the enduring value of human connection in the service industry, suggesting that while technology has its place, it should not entirely replace the personal touch that defines a memorable dining experience.
📝 About This Content
This article is based on insights shared by Choo Ann NGOH on LinkedIn.
📅 Originally posted on October 3, 2026 | View original post on LinkedIn →