Remember to Ask Yourself If You'd Like Fries With That
Spotted in the news this morning that VeriFone has released a new version of self-ordering stations. The iOrder Food Service Kiosk, pictured here, is a self-service station designed especially for quick-serve restaurant (QSR) and convenience store food service operations.
The kiosk trend has been around for more than ten years, but it's been slower-moving than many people anticipated—at least, than the kiosk developers anticipated, anyway. The idea is that customers feel more of a sense of control over the ordering experience, and that fewer mistakes might be made if you eliminate that communications gulf between customer and order-taker.
I once saw kiosks in action at a Sheetz convenience store in North Carolina. I thought the experience was okay, but I didn't have Baby A with me. Had I been trying to control her, it might have been harder to follow the directions. And one elderly woman who ordered after me was clearly uncomfortable with the kiosk experience.
What do you think—Would self-ordering be easier for you? What about when you've got kids in tow? Or would you prefer to have the help of a human being? Comment and let me know.
Comments
I've only used a kiosk at a supermarket deli counter AND LOVED IT. I can peruse the selections to actually find new products, I can fine tune the thickness just right, no more "was that 1/4 lbs, or 3/4 lbs).
So using that as an analogy - I would love it in a quick service setting. Especially since I am definately a special order guy (i.e. no lettuce, extra sauce, that kind of thing).
Of course - they have to do enough testing to get the user interface right, and they have to actually get the right number of kiosks installed in each store. And then even when the order's in correctly, the kitchen staff have to prepare it correctly, but that's a separate discussion (grumble McDonalds grumble *3* attempts grumble McChicken sandwich only mayo grumble)
Posted by: airwick | April 25, 2007 11:07 AM