The self-service kiosks have become a staple in fast food restaurants, offering convenience and a simple ordering process. Although these touchscreens have transformed the front-end experience, they have also created some unexpected challenges for kitchen staff and operations.
Fast food chains like McDonald's have embraced this technology to lower labor costs and improve customer service, but the results have been mixed. These mixed results highlight some of the unintended consequences of automation, according to CNNwho used a combination of expert interviews, input from industry analysts and real-world examples from major fast food chains for the article. CNN also incorporated insights from the data analytics firm Placer.ai how kiosks have affected the redistribution of labor and the operation of restaurants.
Increased workload for kitchen staff
One of the unintended impacts of self-service kiosks is the added pressure on kitchen staff. As customers take their time to explore menus and customize orders, the volume of food ordered tends to increase compared to traditional checkout orders. This means that more complex and larger orders come into the kitchen, often all at once, during busy periods.
For kitchen staff, this translates into a greater workload and the need to manage more detailed orders more quickly, leading to delays and increased stress. So instead of shrinking operational strain, kiosks have sometimes shifted the burden to the back of the restaurant. The expectation that automation would ease the pressure has proven only partially correct, especially in high-traffic locations.
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Encouraging customers to spend more
An obvious (and positive) consequence of self-service kiosks is their effect on customers' spending habits. With visuals that make additions and upgrades stand out, customers are often encouraged to buy more than they might when ordering face-to-face. From extra sides to dessert suggestions, kiosks subtly encourage larger orders, increasing the average ticket size.
While this is a positive result for revenue, it also adds to the kitchen's workload and can create longer wait times during peak hours.
Lessons for future automation
Experience with kiosks provides valuable insights into other fast food technologies, esp artificial intelligence (AI) in traffic lanes. As chains experiment with AI to improve efficiency, understanding the potential for unintended consequences—such as increased bottom-line stress or changes in customer behavior—is essential.
While kiosks have improved the ordering process for customers, the strain they put on other parts of the business means that careful planning is necessary when integrating new technology. The industry's experience with self-service kiosks holds lessons for the future of automation, showing that efficiency gains can often come with trade-offs.
Read more: CNN
