McDonald’s touchscreen kiosks were feared as job killers. Instead, something surprising happened

When self-service kiosks at McDonald’s and other fast-food chains were first introduced 25 years ago, they were expected to replace human workers. The reality? Quite the opposite. Rather than slashing jobs, these kiosks have reshuffled responsibilities within the restaurant. From adding extra work for kitchen staff to encouraging customers to order more than they would from a cashier, kiosks have brought some unexpected changes to the fast-food scene.

Rather than being job killers, kiosks have helped companies like McDonald’s reassign employees to other roles. Now, instead of standing behind the cash register, workers are assisting customers using the kiosks or delivering food to tables. Some fast-food chains even report that kiosks help boost sales by suggesting add-ons like fries or drinks, which employees might overlook when the line is long and pressure is high.

Despite the initial excitement around kiosks, they haven’t always been a flawless solution. Some customers get stressed out by long lines forming behind them as they struggle with the touchscreen, leading them to buy less. In some instances, like at Bowlero bowling alleys, kiosks failed to catch on entirely because customers and staff weren’t adequately trained to use them. Even when they work as intended, kiosks can malfunction or break down, leading to slower service rather than speeding things up.

Interestingly, kiosks were also expected to be the solution for higher minimum wage laws in places like California. However, fast food chains continue hiring instead of cutting jobs, even as wages rise. This mirrors the effect ATMs had on bank tellers and self-checkout kiosks had on retail workers. Rather than causing mass unemployment, these technologies freed up employees to focus on more valuable tasks.

Experts like sociologist Christopher Andrews argue that the impact of kiosks is more nuanced. While they streamline some tasks, they haven’t erased jobs, and in some cases, they’ve even backfired by slowing down service or increasing theft in retail settings. Companies need to communicate the benefits of this technology better to win over both employees and customers. Otherwise, it risks being viewed as nothing more than another cost-cutting tactic………[read more]

Rising Dough

As businesses increasingly rely on self-service technology like kiosks, how do you think this shift impacts the balance between improving customer experience and cutting costs for companies? What role should consumers and employees play in implementing these technologies?