If you’ve wandered through Miranda Westfield lately, you’ve probably noticed the food court doesn’t look—or feel—quite the same.

Gone are most of the traditional counter queues. In their place: touchscreen kiosks, QR codes plastered on tables, and a distinctly digital vibe that’s divided local shoppers into two very different camps.

The centre’s $12 million food hall renovation, completed late last year, is one of the most tech-forward dining precincts in the Sutherland Shire. According to Scentre Group, which manages the centre, the goal was to reduce wait times and give customers more control over their orders.

But not everyone’s convinced it’s an improvement.

What’s Actually Changed?

The new setup includes self-order kiosks at most major chains, digital menu boards that cycle through options faster than you can read them, and QR codes for table ordering at several outlets. Some stores have reduced their front-of-house staff, banking on the assumption that customers prefer tapping screens to talking.

Scentre Group’s digital strategy aims to create “frictionless” shopping experiences across all Westfield locations. Miranda’s food hall is one of several pilots testing how far they can push automation in high-traffic environments.

For chains like Guzman y Gomez and Grill’d, the kiosks aren’t new—they’ve been standard in many locations for years. But for smaller operators and food court regulars who’ve been coming here since the ’90s, it’s a jolt.

The Locals Weigh In

On a busy Thursday lunchtime, I spoke with half a dozen Miranda shoppers about the changes. The responses were… mixed.

“I actually love it,” says Emma Tran, 34, a Caringbah resident who works nearby. “I’m in and out in five minutes. No awkward back-and-forth with staff when I’m customising my order. And I can see exactly what I’m paying before I commit.”

Her friend, however, wasn’t as enthusiastic.

“It feels cold,” says Lisa Nguyen, 29. “I know that sounds dramatic, but I miss the human interaction. Especially when something goes wrong—good luck finding someone to help when your order’s been sitting on the counter for ten minutes.”

John Pappas, 67, from Gymea, was blunter. “It’s bloody ridiculous. I don’t want to stand there jabbing at a screen. I just want a chicken schnitzel and chips. Why does everything have to be so complicated?”

Staff Have Mixed Feelings Too

Behind the scenes, the rollout hasn’t been without friction either.

One food court worker, who asked not to be named, said the kiosks have reduced face-to-face orders by about 60% at her outlet. That’s meant fewer front-counter shifts and more time spent troubleshooting tech issues.

“People get frustrated with the screens, then take it out on us,” she says. “Or they’ll order the wrong thing and expect us to fix it. It hasn’t made our jobs easier—it’s just changed what we’re dealing with.”

Another staff member at a bubble tea chain said the QR table ordering system has been “a nightmare” during peak hours. “Orders come through faster than we can make them. There’s no natural throttle like there is when people queue. It creates chaos in the kitchen.”

Is This the Future for All Food Courts?

Miranda’s experiment reflects a broader trend. According to IBISWorld research, Australian food courts and quick-service restaurants are increasingly adopting self-service technology to manage labour costs and improve throughput.

But the verdict’s still out on whether it’s what customers actually want—or whether it’s just what’s most profitable for operators.

The Sutherland Shire has always had a strong sense of community. Places like Miranda Fair aren’t just shopping centres; they’re social hubs. The food court used to be somewhere you’d bump into neighbours, chat with the person making your coffee, maybe let your kids watch the sushi train go by while you caught your breath between errands.

There’s a risk that in chasing efficiency, we lose some of that.

The Verdict?

The tech isn’t going anywhere—that much is clear. Scentre Group has flagged similar upgrades for other centres, and most national chains are moving in the same direction.

For younger, time-poor shoppers, the kiosks are a win. For older residents or anyone who values a bit of human contact with their meal, it’s a loss.

Maybe the answer isn’t one or the other. Maybe it’s about giving people a choice: kiosks for those who want speed, and actual human staff for those who don’t.

Right now, Miranda’s food hall offers both—but only just. As more operators cut back on counter staff, that choice might disappear.

And when it does, the Shire will feel just a little less like home.