Depends on what you're ordering and who the cashier is.
If your order is the happy path of no customizations of a combo with an experienced cashier, it can be done in seconds, for sure. "Medium #4 with a Diet Coke", pay, done.
But if you customize your burger or ordering a lot of items a la carte and you're dealing with a new cashier that has weak English skills, good fucking luck. You'll likely need to wait for them to figure out they need to call someone over to help, have to repeat your order, and you end up spending far more time.
> it keeps trying to upsell you
Yeah, I'll agree that's obnoxious, especially when it's trying to upsell you something that's already on your order. I ordered a combo. I don't need you to add another fry.
I have had them run out of receipts, but it’s never mattered for me. If I’m dining in, the plastic number you carry to your table makes sure I get my food. And if I’m taking it to-go, they always find me anyways.
I'm not sure how that could be. I can walk up to the counter and say "Big Mac Large Fry Small Coke" faster than you can navigate the first screen of the kiosk, and a skilled counter worker can key that in and be done before I even get my credit card out.
If it's purely about the food, receiving it, consuming it, then sure, get the human out of the loop, interact with a machine. Ideally even the preparation is done by a machine. No human error or hair involved. Why even go there, let it be delivered to your home.
But these places are also about the experience of social connection. The bar keeper, the waiter, the chef. They are all involved in this experience and the actual food is "just" one component, one detail, albeit an important one. My favorite restaurants would be nothing without the people there.
It's similar with music. It's not just about the produced sound waves. The musician forms a social bond with the audience. Even when listening to a recording, my mind is re-living or at least imagining a live sitting, that connection with the musician. No machine generated music will ever be able to replace that.
Other places optimize for this better by not having too many hand-overs between order and preparation.
It seems designed to maximize how many screens they show you to make an order. Each one with a slight delay and animation.
At a drive through I can say “gimme a number one, medium, with a Coke Zero” and they give me my total. That’s the convenience the kiosk is up against.
At the kiosk there’s:
- A welcome screen you have to tap
- A “carry out or dine in” screen
- Always one other screen with a dumb question about apps or whatever, tap through
- A top level menu with a bunch of categories, burgers, drinks, sides, desserts, etc… I guess I want burgers? But it’s a combo, hmm. I guess I’ll figure out how to make it a meal. Tap burgers.
- Then another screen with burgers, in a different order than the drive through numbering, tap Big Mac
- Then another dedicated screen to shows you a picture of a Big Mac, with a bunch of customization options, which you have to scroll past and verify that it matches the defaults you expect, and at the bottom you can tap add
- Then another screen asking you if you want to make it a meal
- Then another screen asking the size
- Then another screen asking what to drink
- Then another screen that shows you the drink
- Then another screen for what size
Etc etc etc. Each of these screens takes a few seconds to display too, just slow enough to be infuriating.
In my mind the ideal kiosk is something where you get “the menu” (like what you see on the billboard in the drive through) with the usual big squares with a number on them and a picture of the meal. Tapping one puts it in a “drawer” section with my order in it, and each item in the drawer can have simple in-line edit controls for “size” and “what to drink”, with them showing up empty in a way that makes it obvious I need to fill in those answers before I can check out.
I should be able to tap one button for the combo number I want, another for the size, another for the drink, then checkout, all on one screen without long delays. If I don’t want a combo but want individual items, I can just scroll down a bit to look at the full menu. The order drawer stays where it is.
Or hell, just let me say “number one with a Coke” and have a very simple ASR and NL parser figure it out and put it in my pending order to edit.
Customizations can be behind a simple “customize” button on each item in my pending order. If I don’t have customizations I can just ignore it. What you get with no customizations is what you’d get if you just order it verbally to a human without specifying anything. The concept of “here’s how we typically make it, if you want anything different let us know” is a very deeply ingrained and familiar concept to restaurant patrons, and being forced to answer every little question even if you don’t care, adds up to a lot of frustration.
Fast food places came up with the combo numbering system to make ordering faster, and it was super convenient and fast, because there’s a financial incentive to get you through the drive through because you’re blocking other customers. But since they have several kiosks available, they seem to not care at all about the efficiency of the user interface, because it’s not a problem for them. But it’s still a problem for me, because I still want to order quickly, despite it not blocking other customers. It’s a huge step down from just saying “number one with a Coke”.