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comment by artis
artis  ·  3077 days ago  ·  link  ·    ·  parent  ·  post: Serves Up Big Kiosk Expansion As Wage Hikes Hit Fast Food

    Nobody goes to Wendy's for the ambience

I'm actually quite fond of the remodeled look.

    and the counter staff there are not generally improving the experience for anyone.

More relevantly they don't add any value. The menu is tight enough that asside from interpreting badly thought out coupons their job is almost entirely mechanical. Replacing them involves, more or less, turning around the touchscreen, streamlining the interface (now with extra pictures) and adding a ticket printer.

I know this works because I use such a system on a regular basis at a convenience store, of all places. A common complaint is that people take too long to order via touch screen but even at the busiest of times four touch screens could easily keep four food prep people busy without a line. Not for the touchscreens anyway, there was a line waiting for food.