Very nice exposition of McDonalds project by Steve Lister. This was a project to make McDonalds cool again.
From LinkedIn post we saw — So what was the idea of the project? – The complete reinvention of the world’s largest Fast Food Chain, including master-planning, architecture and interior design, brand positioning, graphics, packaging, uniforms and global design standards and guidelines.
What was the Project Brief to Landini Associates? – The brief was simply to “make McDonalds cool again”, in order to challenge and then re-attract “Millennials” who had become disenchanted with the brand, and to create a Global Flagship model.
Landini Associates’ design “Project Ray” is named after the brand’s founder Ray Kroc and first launched in December 2015 at Admiralty Station in Hong Kong.
Personally, I think they did an amazing job……what do you think?
So here are some of the concepts they came up with?
Tapit, a leading restaurant and retail-focused software vendor, has launched Selfit, a self order kiosk platform with accompanying online ordering via a mobile app and interface to the restaurant’s website. Purpose-built for the restaurant and retail industries, Tapit demonstrated its self-ordering platform at the National Restaurant Association 2019 Show.
According to an IHL Services research, 96% of adults aged 18-39 favored self-kiosks for food ordering. With Tapit, single restaurant locations or large chains can meet this demand and affordably install Selfit’s feature-rich, highly customizable and scalable technology.
“On average, Tapit self order kiosks increased each individual order by a remarkable 30% and 13% per branch,” said Eli Cohen, head of operations at New Deli restaurant chain.
Excerpt from BakeMag Jun article. Read full article
QSR kiosks are big these days and the poster child might be Paneras actually though for sure McDonalds “once again into the fray” efforts bring a lot of attention (ditto for Wendy’s and others). Good quote from Olea and good article.
Self-Service Kiosk Manufacturer Association Board of Directors 2018
Kiosk example. Click for full size – Austin image courtesy Olea Kiosk, Inc.
The Kiosk Manufacturer Association for Self-Service leads efforts to optimize self-service engagements & outcomes with retail technology such as self-serve order kiosks. PR Newswire link.
EASTLAKE, Colo., Feb. 20, 2018 /PRNewswire/ — The Kiosk Industry Association announces its Board of Directors for 2018. 17 companies serve in this capacity and help lead efforts to promote best practices, regulatory compliance in areas such as ADA and EMV in the self-order markets.
2018 Self-Service Kiosk Manufacturer Association Accomplishments
United States Access Board working relationship for ADA and Section 508 established with visit to Washington, D.C.
Helped create pure self-order financing model and sources for franchisees so that they can capitalize on new technologies incorporating facial recognition and artificial intelligence.
Established a Speakers Bureau to provide speakers for trade shows and seminars composed of industry veterans, deployers and providers both. Coinstar, Redbox, SoloHealth example given.
Examples of units – These are Pyramid units.
Newest Members of Kiosk Manufacturer Association for Self-Service Advisory Board
Kiosk Manufacturer Board of Directors for 2018 include:
Olea Kiosks – “Better kiosks through intelligent design.” A simple philosophy is our driving force. Building better kiosks starts with employing some of the most talented designers, engineers, and metal craftsmen in the American kiosk industry. After 3 generations of innovation, we remain a family-owned and operated company, with an unparalleled commitment to quality and service. https://olea.com
KioWare Olea Kiosks – We strongly believe that our success in the marketplace is due to our high commitment to customer service, which means many things to us. We pride ourselves on listening to our customers and turning their product requests into new features. Our efforts will always focus on improving the product and providing excellent customer care. https://kioware.com
iPadKiosks – Providing complete tablet kiosk systems from high-quality, ADA-compliant enclosures & stands to easy-to-use kiosk software. Backed by a full 3 year warranty! With over 30 years in designing interactive kiosks, we know what works. We’ve developed both hardware and software for hundreds of interpretive exhibits, transactional kiosks, sales exhibits, and training programs. https://www.ipadkiosks.com
Pyramid – building it – polytouch ® is the ultimate interactive kiosk solution for various industries and application areas for product presentation, independent processing of purchase processes and as an information terminal. Its individual and flexible application possibilities make the system a competitive advantage thanks to its first-class touch technology. Also, the ultrasound-based localization system PLS. With a precision of 15 cm, it is 10 times better than systems based on WLAN, Bluetooth or RFID technologies. In addition, PLS works with any standard smartphone. For users without a smartphone, low-cost mobile ultrasound transmitters – so-called pucks – are available as an alternative. https://www.pyramid-computer.com/home.html
KIOSK Information Systems – KIOSK leads the self-service industry in a full complement of vertical markets, providing niche expertise in both platform creation and volume deployment support. OEM and end customer projects range from traditional applications in retail; bill payment, and HR to highly custom multi-function banking, vending, smart locker and border security solutions. With over 200,000 units successfully deployed and 20-plus years entirely dedicated to the art of self-service, KIOSK has the passion, expertise, and resources to greatly simplify your path to market. https://www.kiosk.com
SlabbKiosks – leading international manufacturer of self-service, interactive kiosks, based in Las Vegas, Nevada. Their acquisition of Phoenix Kiosk and RedDotNet has allowed the company to not only expand their product offering, but also enhance their manufacturing capabilities. The company is able to complete over 250 projects per year, delivering thousands of kiosks from single prototypes to rollouts with a focus on innovation and affordability. Slabb’s experienced and responsive staff has over 100 years of combined industry experience allowing them to provide their clients with high quality, reliable, state-of-the-art products, support and services. Additional information can be found at www.slabbkiosks.com | www.usakiosks.com. https://www.slabbkiosks.com
Frank Mayer and Associates, Inc. –Frank Mayer and Associates is an industry leader in the creative design and manufacturing of branded in-store merchandising displays, interactive kiosks and store fixtures for leading consumer product companies and retailers. https://www.frankmayer.com
Impresa Financial – Impresa is an alternative lender exclusively focused on providing financing for digital kiosks and automated retail technology. https://www.impresafinancial.com
Source Technologies – Source Technologies’ award-winning self-service kiosks are designed from the ground-up to manage secure financial transactions such as bill payments and retail banking transactions with a focus on user experience, reliability and serviceability. Our Self-Service BillPay and Personal Teller Machines automate customer transactions, increase sales, cut labor costs and maximize customer loyalty and satisfaction. https://www.sourcetech.com
Nanonation – Offering world-class solutions in interactive, digital signage, and transactional kiosks. Nanonation leverages 18 years of experience and an award-winning creative team to produce reliable and compelling public space solutions for multi-national corporations and small businesses alike. https://www.nanonation.net
PROVISIO – Over 10,000 companies trust PROVISIO, the #1 secure kiosk browser. Software for safeguarding public access computers – secure kiosk browser protects the operating system from manipulation – included start screen templates & designs – optional digital-signage and remote management. https://www.provisio.com
OptConnect – is North America’s leading provider of managed service wireless connectivity for ATMs, Kiosks, Digital Signage and other custom applications. OptConnect revolutionizes the way machines communicate, providing for fast and secure connectivity, cost savings, and greater reliability. OptConnect offers end-to-end managed service providing customers with the greatest level of service and uptime. https://www.optconnect.com
ARCA – We provide technology and services to help people control cash in bank branches, retail stores and self-service kiosks. Cash recycling solutions. Learn more About Us. https://www.arca.com
Storm Interface – Storm Interface manufacture heavy-duty keypads, keyboards and custom computer interface devices. All products are built to withstand rough use and abuse in unattended public and industrial applications. Storm also specializes in assistive technology for ADA. https://www.storm-interface.com
Peerless-AV – Professional – We proudly design and manufacture the highest quality products, ranging from outdoor displays to complete kiosk solutions, digital signage mounts to wireless systems. https://www.peerless-av.com/en-us/professional
CSA Self-Service – Kiosks & Digital Signage Solutions – CSA Self-Service Solutions is a premier self-service solutions provider focused on providing professional solutions that lower the total cost of ownership throughout the lifecycle. Our service operations expertise and professional nationwide workforce combined with our design & manufacturing capabilities provide our clients with the most complete self-service solutions in the industry. https://www.csakiosk.com
About the Kiosk Manufacturer Association for Self-Service (aka Kiosk Industry Group)
The Kiosk Industry Group is a news and marketing association for self-service and kiosk manufacturers. It is for the benefit of kiosk manufacturers, developers, resources and client companies who are involved in self-service transaction machines (SSTM). News about the industry and by the industry is published on our website when it is relevant to companies that deploy or may deploy self-service or to companies that support those deployers with hardware, software or applications. The Kiosk Industry Group has been active since 1995. Our audience this year on the website is 50,000 (human). Visit https://kioskindustry.org for more information.
Media Contact for Kiosk Manufacturer Association for Self-Service:
McDonalds Kiosks Self-Service Post-COVID Distancing In Netherlands
Erwin DitoManaging Director at McDonald’s Netherlands
As a result of great and swift teamwork, we’ve launched our ‘test and learn prototype’ restaurant in Arnhem. It’s an important step closer to operating in the new social distancing society. The team designed safe work & dining solutions for our employees and guests, while providing the fun experience this should be. As a part of our continuous improvement journey, we gladly invite industry colleagues to give feedback and come up with new ideas. We believe in a safe and smart exit for seated dining and take out. A big thank you to Desarc, Keller, Construct, HMT, our people and franchisees and restaurant staff at McDonald’s Arnhem Gelredome.
Self-Order Kiosks & Drive-Thru Kiosks by Wendy’s CEO
TheStreet talks exclusively with Wendy’s CEO Todd Penegor about how he is trying to reinvent the food ordering process. Click here for full interview. Below are some of the points covered.
Some points covered and made by Penegor:
How many kiosks installed in Wendys? 200 in 340 store owned restaurants, none in franchisees.
kiosk benefits — Higher average checks
kiosk benefits — Better customer satisfaction
kiosk benefits — More orders to the kitchen
Think about Handheld kiosks (mobile phones)
You can take orders faster but can you get customers out quicker? Some foods require more time and it may not fit that model.
kiosk benefits — 2/3 of current orders go thru the drive thru
1/3 of current orders go thru store. Where does the business case warrant technology?
Time to think beyond the inside of the restaurant
What is the future drive thru experience and how does technology play into that
Dunkin Donuts has a Fast Pass lane for mobile orders (2nd make line). Running orders out to the car is problematic and brings in safety issues.
McDonald’s this week described plans to install self-ordering kiosks and mobile ordering at its restaurants. It isn’t the only food chain turning to automation.
Good article using Chili’s. McDonalds in the U.S. has been a bit of a luddite but then there isn’t any usage date from Europe come to think of it.
Rationale for US here is good — The move to kiosk and mobile ordering, said Tristano, is happening because it will improve order accuracy, speed up service and has the potential of reducing labor cost, which can account for about 30% of costs. But automated self-service is a convenience that’s now expected, particularly among younger customers, he said.
Automation arrives at restaurants (but don’t blame rising minimum wages) was last modified: March 25th, 2020 by News Editor
Good article by Elliot Maras published last week regarding jobs and the fast food kiosk.
By now you’ve already heard it — the introduction of self-order restaurant kiosks is raising fears that kiosks are killing jobs. News media outlets and websites are perpetuating the story that restaurants want to replace workers with kiosks to protect their bottom lines.
What’s to be done about it? Plenty.
If ever there were a time for the kiosk industry to speak with a collective voice, that time is now. Let’s start with a reality check.
Restaurants in the fast casual space have deployed tablets on the tables for years now. Those kiosks have increased the spend and added efficiencies. They have helped increase business and traffic flow. Customers complete surveys and provide feedback. E-Club enrollments. Customers and businesses are very happy with these kiosks. Notables in this “fast casual” space are Chili’s, Paneras and Red Robin.
The restaurants have grown and prospered. Kitchens have been upgraded for more capacity, and more people have been employed. One industry insider says:
In a dozen years of providing self order kiosks to the restaurant industry, I haven’t seen a reduction in “total labor”. In many cases the order taking (and less frequently payment) is automated, but more orders are processed and the orders are larger. That means more labor is needed in the kitchen and customer service. It really is more of a shift that a reduction.
Drive-thru and outdoor ordering have been mainstays for kiosks/ordering stations, and we are seeing next generation touchscreen ordering from companies like NEXTEP and many others. Tommy Woycik of NEXTEP insight:
When we introduced self order at the drive thru, many restaurants that had closed their drive thrus were able to reopen them. Without the automation, the economics simply didn’t make sense (i.e. the drive thru was losing money). Closing the drive thru eliminated a job. Reopening with a kiosk actually added labor, but just enough to make the drive thru feasible.
As far as the economic circumstance consider what the investment Seeking Alpha site has to say —
The restaurant industry can be difficult to navigate as food trends shift like the wind. Companies that operate a large number of locations should produce significant margins from size and scale. However, because the consumer can be fickle when it comes to eating out, margins and revenue can quickly turn south as volume slips from over extension, saturation, or just a change in diet. Restaurants need foot traffic, automobile access, or a consistent supply of guests like a hotel or resort. Because of this and other equipment requirements, restaurant leases are amongst some of the highest cost in the country. The reason for this is simple: Location. Location. Location.
Margins in a franchisee business, especially in low-cost fast food like a McDonalds or Burger King or Subway are tough adversaries.
Still, Americans are spending more at bars and restaurants than at grocery stores for the first time ever. $55B versus $53B according to Quartz report.
Click for full size
Fast Food Kiosk Coming Up Fast?
Recently we have seen the McDonalds announcement where, having done most of Europe, it is now looking to introduce self-ordering in the United States.
The CEO of CKE Andy Puzder, who has been a tireless opponent of minimum wage over the years, is now conveying the sense that kiosks are a result of minimum wage coming with a bit of “I told you so” for effect.
We have seen very few deployments in fast food and we won’t see significant minimum wage increases for several years. The franchisee model and the type of food service may be more relevant factors.
Self-service arrived many years ago and is simply expanding given the increased connectivity and independence of those customers. And the battle for new customers and most importantly retaining your current customers.
More Jobs – consider the jobs that automation supports. From basic metal fabrication, design, concierge, assistants, service techs, admins and yes, even, salespeople which we sometimes make fun of. They all support families and communities.
Automation creates a ton of jobs all the way across the food chain (so to speak) from metal fabricators, engineers, service techs, salespeople and many many more. How many jobs does automated checkout at Walmart account for at NCR? Tens of thousands. Panera’s is a great example of modern thinking in the food industry.
How many jobs does Amazon and Bezos create, foster and necessitate? Those automation jobs in the warehouses (even with the automation) count.
And before we assign the entire industry to McDonalds/CKE/Darden/YUM/JackintheBox/Wendys, consider this quote from thebalance.com:
Even though it seems like the largest U.S. restaurant chains dominate the retail restaurant niche, only about 30% of America’s restaurants are part of a multi-unit chain, and only a fraction of those restaurant chains are publicly traded restaurant companies. The vast majority of U.S. retail diners are spending $1.9 billion in approximately one million restaurant locations owned by individual culinary entrepreneurs.”
For contrast consider the early theory that ATMs will eliminate bank employees. Banks became smaller for sure but they built more of them, and more people were employed.
So What Does Kill Jobs If Anything?
The statements that kiosks are killing jobs are more targeted at killing minimum wage politically. That’s politics and those issues come and go as it serves someones interests. You might also say China is killing jobs too, but it’s not really them that is killing jobs.
The tax advantages of imported goods may go away in a new “border adjustable” Republican plan (which companies like Walmart are not happy with). Incentivising companies to build in the US will create jobs.
A labor shortage for skilled workers and craftsmen (higher middle class) is killing jobs. People need to be trained. See Profoundly Disconnected and Mike Rowe which we support.
Mr. Maras makes the good point that training and skilled workers is a fundamental issue. Vocational schools which focus on job skills with computers and automation. And why not take a page from the German labour playbook? Works for their labour force.
Other countries devote more resources than the U.S. to cushioning and retraining displaced workers. As a share of gross domestic product, Denmark spends 25 times as much, says Dr. Autor.
He offers another historical example. Near the end of the 19th century, America’s agricultural states faced the prospect of mass unemployment as farms automated.
In response, they created the “high school movement,” which required everyone to stay in school until age 16. It was hugely expensive, both because of the new schools and teachers, but also because these young people could no longer work on the farm. But it better prepared workers for 20th century factory jobs and fueled the explosion in college attendance after World War II.
Self-service automation is energizing the job market and the general economy. The clear benefits will not go away and by implementing them properly businesses will be enabled to indeed grow to the next level, and even more people will be employed.
Amazon says it will create 100,000 jobs in U.S. by 2018
Amazon will create 100,000 full-time jobs in the United States with full benefits over the next 18 months, the tech giant announced in a statement Thursday.
The company says the positions are for workers across the country and across all skill and experience levels. Most of the positions will be at fulfillment centers, including new ones under construction in California, Florida, New Jersey and Texas.
“Innovation is one of our guiding principles at Amazon, and it’s created hundreds of thousands of American jobs,” said Amazon founder and CEO Jeff Bezos in a statement. “These jobs are not just in our Seattle headquarters or in Silicon Valley—they’re in our customer service network, fulfillment centers and other facilities in local communities throughout the country.”
Followup: One of the KI sponsors (Olea) contributed this — We’ve been following Mike Rowe of Dirty Jobs fame and he’s doing a lot to promote this sort of thing. Our thought was to create a foundation that starts with say a $5k scholarship or money to a school who’s got a great set of shop classes, or one that is building a shop class and is short on funds. We think we could get suppliers and other companies that we work with to also support our efforts to take that number higher over the years. Companies that we buy CNC equipment from or grinder belts those types of vendors.
Comments:
When we purchased a new press brake for $300k Amada the manufacturer told us that it had all sorts of software on it to make running it easier. Then we got it and found out you really needed very qualified operators at +$50k salary. We had to use 3 agencies to find two people and we offered a signing bonus, 1 week vacation and 75% company paid HMO. It took us months to find people.
A year or so later we had a conversation with them and they said it’s not something that is taught anywhere. You get on the job training and build up to it. So, we have a program here to teach anyone that wants to learn. Then Amada said they’ve been forced to figure out how to make the machines smarter so that anyone can run them. In exchange, you’ll get anyone to run the machine for $15 bucks an hour but why??? All because nobody is being trained to do these things. Businesses will adapt. Labor shortages and training is causing higher level middle class jobs to disappear just as fast or faster than innovation or anything else.
Then of course there’s China or other places with low labor costs causing havoc. Everyone pays the same price for a high-end CNC machine no matter where you are in the world. But the guy standing at the machine for a few bucks an hour vs. the guy making $26 per hour makes it tough for America to compete. Hence the US Kiosk industry needing to be very fast with custom designed goods that can be built and delivered before a Chinese box can be put on a boat for a 4-6 week journey.
Members involved in Self-Service and this article.
Kiosk Research – Self-Service QSR Kiosks Gaining Popularity
Editors Note: Short and concise report on QSR Kiosk market. Nothing on drive-thru kiosks. Quite a few players not included (maybe next time). Example would be reference to McDonalds Times Square Flagship project (see CNBC writeup we published back in May 2019). That is Pyramid Computer out of Germany making those. From US perspective Pyramid simply does not exist, even having deployed >20000 at MCD US alone. Total globally close to 40000. That’s an error most often seen by research firms NOT interviewing for consensus to check their assumptions.
No mention of Evoke or Coates for that matter. Recent news of Glory $225M investment in Acrelec is worth considering. Deployers like Appetize nada. Canada, Europe, Asia and South America are not covered. Still it is a recommended report for those who are looking to get educated on the QSR Kiosk Market.
Summary: Self-Service Kiosks Gaining QSRs’ and Consumers’ Adoption. Mercator Advisory Group research report assesses the 2019 U.S. QSR kiosk market and its future growth prospects.
Market: Self-Service Kiosks Gaining Popularity, provides insight and market analysis on the fast-growing QSR kiosk market in the United States, where ordering via self-service kiosks in quick service restaurants is gaining popularity among consumers and QSRs are adopting the technology in various configurations.
“Many consumers are becoming accustomed to order and pay with their smartphones. In-store kiosks can be a similarly satisfying experience and possibly better given their much larger screens. QSR operators also win with enhanced order accuracy and opportunity to upsell a customer’s order by suggesting additional items,” commented Raymond Pucci, Director, Merchant Services at Mercator Advisory Group, co-author of this report.
“The implementation of self-service kiosks in top quickservice restaurants stems from the digitization of the consumer merchant relationship and suggests that kiosks may be implemented as a point of purchase technology in other markets,” commented David Nelyubin, Research Analyst, at Mercator Advisory Group, the co-author of this report.
This report is 13 pages long and has 4 exhibits.
Companies mentioned in this report: Acrelec, Agilitee, AMD, Apple, Armodilo, Burger King, Chick-fil-A, Dairy Queen, Diebold Nixdorf, Dunkin’, Dunkin’ Brands, Elo Touch Solutions, First Data, Francisco Partners, Frank Mayer, Grubbrr, Ingenico, Intel, KFC, KIOSK (Posiflex), Lavu, LG, Lightspeed, lilitab, McDonald’s, Meridian, Microsoft, MobileBytes, Olea Kiosks, Oracle, Ordoup, Panasonic, Panera Bread Co., ParTech, Redyref, Revel, Samsung, ShopKeep, Square, Subway, Taco Bell, Tapit, Tillster, titbit, Toast, Touch Dynamic, TouchBistro, Verifone, Wendy’s, Yum! Brands, and Zivelo (a Verifone company).
Sample images of qsr kiosks provided in the report
Taco Bell keeps ringing the bell with additional Taco Bell Cantinas set to take over New York City.
The latest opening, reported earlier this week by the Commercial Observer, is located at 976 Sixth Avenue between West 35th and 36th Streets in Midtown and will be the first multi-level Taco Bell Cantina in the city. It will span two floors, where diners can feast on their chalupas and nacho fries with frozen margaritas and local beers.
Taco Bell Cantina Kiosks in Midtown was last modified: February 2nd, 2020 by News Editor
Acrelec, the global leader in customer experience technology for “quick service” restaurants and retailers, has announced plans for a $223 million investment by Glory Global Solutions. The funding is subject to review by Acrelec’s employee representatives and certain competition authorities.
Acrelec has developed kiosks, drive-through and self-checkouts for many of the world’s best-known restaurants and retail brands including McDonald’s, Burger King, KFC, Walmart, Carrefour and Auchan. With the help of artificial intelligents, Acrelec systems aim to personalise the in-store customer journey.
Headquartered in Saint-Thibault-des-Vignes and founded in 2004, the company now has 40,000 installations across more than 70 countries.
Glory, a 100-year-old industrial leader in cash management, provides the French company with cash automation technologies and process engineering services that handle the cash flow running through Acrelec’s kiosks. Glory’s technology also provides consumers with more payment options.
Acrelec announces $223 million investment from Glory to expand in-store quick service solutions was last modified: February 2nd, 2020 by News Editor
Dunkin’ announced it will host a grand opening celebration on Tuesday, February 4 to unveil its newest Next Generation Store in Nashville located at 400 21st Avenue South.
Attendees will get a glimpse at the store’s new modern design and in-store innovations, including a cold beverage tap system and Dunkin’ on Demand digital kiosk. With fully integrated digital kiosks, guests can completely control how they order by choosing to order with or without the help of a crew member. Dunkin’ has also introduced an area dedicated to mobile pickups, allowing members of the DD Perks® Rewards program who order ahead via Dunkin’s Mobile App to get in and out of the restaurant faster than ever before. For all orders placed for pickup inside the restaurant, guests will be able to track the status of their order via a new digital order status board.
Dunkin’ on Demand digital kiosk – New Store Announcement Nashville was last modified: February 2nd, 2020 by News Editor
We welcome Evoke as our latest KMA sponsor. Evoke works in all types of complete kiosk solutions as well as OEM standard models for people such as McDonalds.
WHO WE ARE
Evoke have been at the forefront of interactive digital technology since 2003 and work with some of the world’s biggest brands designing and manufacturing the latest in self-service solutions.
At our purpose-built UK headquarters, we combine dynamic workspace, showroom, warehouse, factory and production lines. In total we have over 50,000 sqft of the very latest energy efficient facilities where we are investing in extensive R&D and creating a dynamic, flourishing workplace.
Our highly trained production engineers work to continuously improve lean manufacturing processes and we deliver large scale roll outs of the highest quality to locations all over the world. With a culture of innovation and the best talent from around the country, evoke creative have the experience and capacity needed for your digital transformation.
We’ve won awards for our cutting edge design, our manufacturing quality and our people-centric business.
Evoke works with forward-thinking businesses around the world to design, manufacture, and implement the latest digital solutions both out-of-box and as part of our bespoke service. Our product range includes everything you need for your digital transformation: self-service ordering, digital signage, interactive experiences, video walls, RFID and payment, all supported by tried and tested software solutions and integrated with your existing systems.
Editors Note: We never understood why McDonalds totally avoided cash for its customers. The demographics would seem to require cash in order to serve customers. This is almost considering some users “disabled” and cannot be serviced at the kiosks and must go to the counter. Cash2Card systems tied in with biometric facial recognition and loyalty would seem to be a magnitude more effective. The only variable being cash collection at the service machine.
Excerpt from Financial Post — McDonald’s Corp. has pitched self-ordering kiosks as a key part of its plans to boost sales by improving technology and renovating restaurants. But it turns out the kiosks aren’t usable by a significant slice of McDonald’s customers: cash payers.
The Big Mac seller is leaning hard into digital ordering and technology improvements to attract on-the-go customers, but a recent test shows the kiosks may need to be replaced or retrofitted to accommodate cash transactions. About 6.5 per cent — or 8.4 million — of U.S. households don’t have a bank account or a debit or credit card, preventing them from using McDonald’s kiosks that are in about 9,000 domestic locations.
On Thursday, McDonald’s opened a new flagship store in Times Square, expected to be its busiest in the U.S.
The location showcases the modern updates that McDonald’s has been bringing to its U.S. stores. It boasts digital menu boards, 18 self-order kiosks and wireless mobile charging stations at tables.
The high-tech upgrades are part of its strategy to drive sales by bringing customers back to its stores. The renovations are meant to improve convenience for the customer and modernize the look of the restaurants.
Times Square McDonalds Kiosk Renovation Schedule
McDonald’s originally scheduled all U.S. store renovations to be complete in 2020 but pushed the deadline back to 2022. In 2018, McDonald’s spent $1.4 billion to remodel around 4,500 restaurants. This year, spending is expected to drop to about $1 billion to upgrade 2,000 locations.
On its first-quarter earnings call, executives said that it is finally seeing a “net positive impact” from store renovations that made up for the necessary store closures.
Here’s a look at the new flagship store:
Self-order McDonalds kiosks
Comment by Frieder Hansen CEO of Pyramid.de — Congrats McDonalds: Today Grand Opening NYC Times Square wonderful McDonalds restaurant and 18 polytouch 32“ kiosks are ready to take orders. In close neighborhood, at AMC Theatre Times Square there are 16 polytouch 24“ units, selling cinema tickets since 2 years. Design, performance and reliability makes the difference.
Self-order kiosks in the McDonald’s Times Square flagship location. Source: McDonald’s
When customers enter the location, the sight of self-order kiosks greet them. Employees are also available to take orders and payment.
Two flights of stairs
Stairs inside the McDonald’s Times Square flagship store
Source: McDonald’s
Times Square sees about 50 million visitors annually. In anticipation of such high demand, McDonald’s has three floors — and plenty of seating.
Second floor
Seating on the second floor of the McDonald’s Times Square flagship location.
Source: McDonald’s
On the second floor, self-order kiosks are also available to order any forgotten items.
Third floor
Seating on third floor of the McDonald’s Times Square flagship.
Source: McDonald’s
The interior’s modern, simple look is meant to contrast with the flashing billboards and bustle outside in Times Square, according to Max Carmona, McDonald’s senior director of global design and development. Its glass exterior gives customers a great view of that activity.
We’re modernizing the customer experience through the intersection of technology and hospitality. Located at the corner of 45th & Broadway, the new McDonald’s Flagship Times Square restaurant represents a commitment to building a better McDonald’s, showcasing the Experience of the Future for our customers.
Designed by Landini Associates and Progressive AE, this new McDonald’s flagship adopts a more composed and at the same time bold approach to restaurant design, creating a calm environment. The three-story glass curtain wall provides customers with spectacular dining room views out into the heart of Times Square. Customers will notice hints of gold and red to celebrate our brand with a modern twist.
And we can’t forget about the technology available for customers within the restaurant. Digital technology is reshaping customer interactions through models like table service, mobile order and pay, self-order kiosks and delivery focused on making delicious feel-good moments easy for everyone.
And that’s not all. Take a look a few fast facts about our newest flagship restaurant:
The 11,199 sq ft building will be one of the busiest McDonald’s in the United States.
3 levels of floor-to-ceiling glass provides spectacular views into the heart of Times Square
Our 9,280 sq ft billboard is the 3rd-largest in Times Square
18 digital kiosks, Guest Experience Leaders and table service await guests
173 seats in a variety of arrangements adapt to customer preferences
All of this to say that we’re committed to bringing the same level of hospitality, convenience and personalization to all of our customers around the world. We can’t wait for you to experience an Experience of the Future restaurant near you.
It’s been pretty busy but I wanted to stop for a moment and congratulate the following 5 locations for their implementations of our World’s Fastest Drive Thru™ Solution:
• Bennett Holdings Group – #10199 Johnstown, PA
• Kristen Chandler – #68779 Midland, TX
• Russell Rogers – #50511 Bentonville, AR
• Steve Adams – #59469 Anchorage, AK (FIRST IN ALASKA!!)
• Ricky & Niki Cook – #13878 Walhalla, SC
Beautiful locations for all with many more to come this year! Speed, accuracy, throughput, and so much more have been key factors with these rollouts. If you are in the area for one of the locations, stop by for breakfast, lunch, and dinner to experience it for yourself!
Nice demo of Alexa self-order integration by Pyramid Technologies. Includes employee voice command and response sequences with Alexa combined with beacon technology for locating the customer.
Fast Food Kiosks killing jobs? Current events beg the question, but the facts say otherwise
Reprinted with permission Dec. 12, 2016 | by Elliot Maras
We at the Kiosk Industry Association have seen the news media running controversial headlines and opinion pieces by CEOs and ex-CEOs decrying the minimum wage increase and attributing loss of jobs to self-order. Nothing could be farther from the truth. Here is a very nice piece from Fast Casual and Elliot Maras providing an accurate counterpoint. Thanks Elliot! — Editor
President-elect Donald Trump’s nomination of Andrew Pudzer as Secretary of Labor has helped push the “kiosk as restaurant job killer” theme into the nation’s consciousness. Pudzer, CEO of CKE Restaurants, is an advocate of automation.
The high-profile Pudzer nomination directs attention on automation as restaurant chains continue to introduce self-order kiosks to improve customer service. It comes on the heels of the “Fight for $15” wage campaign, which is placing unprecedented pressure on restaurants, particularly limited-service concepts.
Late last month, Ed Rensi, a former president and CEO of McDonald’s USA, penned a column in Forbes reminding readers that businesses in 2013 warned that the labor-union-led “Fight for $15” would force companies to replace full-serve employees with self-service alternatives.
Rensi’s main point was that businesses cannot absorb the higher wages that labor unions are advocating. But for people less familiar with the restaurant industry, the controversy over the $15 wage has muddled the full story about why foodservice chains are introducing self-service kiosks and what impact kiosks really have on restaurant labor.
Shortly after stories broke claiming McDonald’s was planning to roll out self-order kiosks in all of its 14,000 U.S. stores, The Gateway Pundit, a political website, carried the following headline: “Congrats Minimum Wage Protesters! McDonald’s Unveils Job-Replacing Self-Service Kiosks Nationwide.”
Both the restaurant industry and the kiosk industry now find themselves forced to defend their actions, which in reality are not killing jobs.
Kioskmarketplace in May reported that many restaurant chains were deploying kiosks before the $15-minimum wage push had gained steam. The Digital Screenmedia Association in 2011 reported that 21 percent of all QSRs were planning to introduce self-ordering kiosks. Also, in 2011, McDonald’s installed 840 kiosks across Europe with the goal of improving customer service.
Robotics researchers, restaurant executives, industrial engineers, consultants and economists have all said automation in the restaurant and fast-food sectors is not as simple as installing automatic tellers in banks or employing robots to assemble cars, according to Reuters.
Several chains are using kiosks and other technology that allow orders to be placed more rapidly and efficiently. Such efficiencies are serving to reallocate labor from the front to the back of the restaurant and in some cases, add jobs.
Labor moves to the back of the house
During McDonald’s shareholders meeting in May, company CEO Steve Easterbrook was asked if he expected to see kiosks taking the place of workers and causing people to lose their jobs. “It may change the nature of the jobs in the restaurant, because frankly technology is something that our customers are embracing,” Easterbrook said. “We can just reapportion that labor into more service orientated roles that we think the customer will benefit both ways.”
According to Panera Bread’s 2015 second quarter earnings call report, digital utilization efforts reduced order input labor but increased labor hours. Panera’s new business model, introduced in 2014, includes fast lane kiosks for dining in and ordering to go. Under this model, called Panera 2.0, the company actually added labor hours to meet the demand driven by multiple points of digital access and to ensure the ability to serve with greater accuracy in an environment where about 70 percent of orders are customized.
“This extra labor is necessary to drive a better guest experience consistent with operating clarity,” the earnings report said.
CEO Ron Shaich indicated as early as October 2014 that same-store sales from 2.0 stores outpaced traditional cafes, according to FastCasual.com. With 5 percent of all company sales placed through web, mobile or kiosk, Shaich said he was encouraged by the potential for the 2.0 model.
Saladworks, a fresh salad franchise chain that is also revamping its stores, does not expect labor hours to decline as it installs self-serve kiosks, according to Pat Sugrue, president and CEO.
“We didn’t do this for labor purposes; we did it for throughput and also capacity,” said Sugrue. “We’re going to have more people making salads. From an hours perspective, hours should go up, not go down.”
Sugrue pointed out that the kiosks could impact labor costs in a positive way for the company that is not synonymous with fewer hours worked.
Self-order kiosks change labor metrics
“If the sales go up faster than the net hours, then our labor as a percentage of sales will come down,” Sugrue said. “I think we’re going to add hours, but we should be able to increase throughput, and therefore, sales, and our labor percentage could come down.”
The objective of the kiosk is recognizing that how you want to be served and how I want to be served can be very different, Sugrue said.
“Increasingly, millennials and millennial-minded people don’t necessarily need that interaction with someone. For those who order off the kiosk, that will shorten the queue for those who don’t order off the kiosk, and it will provide better service to either group,” he said.
Fast Food Kiosks long-term impact not known
This is not to say that some jobs won’t be eliminated in some situations. The long-term ramifications of self-order kiosks are hard to determine, given the newness of self-order restaurant kiosks. Transitioning to kiosks will require companies to continue serving those customers who still want personal service.
“During slower times, brands still need the appropriate number of counter staff because the kiosk is a customer service option, not a requirement,” said Jodi Meryl Wallace, chief marketing officer at Acrelec America, a provider of customer experience technology. The company’s European operation has been involved in numerous restaurant kiosk deployments. “There’s also the need for front-of-house team members to assist customers who are new to using the kiosks,” Wallace said. “Because of kiosks, brands have begun to offer table service delivery of orders so staff is redirected to that task as well.
Because kiosks increase the speed at which orders are taken, brands have found that there’s an increased need for back-of-house/kitchen staff during peak periods when kiosks are used, Wallace said.
“Kiosks grow revenue by increasing throughput and by providing consumers with ‘order privacy’ which results in customers adding more side items, beverages and desserts, and more frequent upsizing of menu items,” she said.
Meeting customer needs
Ultimately, restaurants must meet expectations of all their customers, and 64 percent of millennials prefer self-service, according to an MHI Global report.
“Add to that kiosks can present a menu in multiple languages…and they’re fun to use,” Wallace said. “In France, 90 percent of consumers will use the kiosk option when it’s available. “Brands have reported that the average check size at the kiosk is 30 percent higher than at the counter.”
Reducing restaurant labor has a little bit to do with it, but it’s not the driving force, said Tom Radtke, vice president of sales at Keyser Retail Solutions, a retail technology integrator.
“You’re going to continue to have that kid at the counter,” he said. “There’s a group of people who won’t go to the kiosk.”
Radtke agrees with those who predict self-order kiosks will improve restaurant sales.
“The kiosk can lead you through the process and do suggestive selling, and that kiosk does it better than a 13-year old crew kid,” said Radtke. “Typically that (kiosk) order is a higher ring than it is at the counter.”
Another factor is that consumers today, especially millennials, are more appreciative of businesses that use technology. Hence, there is a customer perception factor involved.
Is a groundswell underway?
The controversy won’t be going away soon. If McDonald’s deploys kiosks nationally, it marks one of the country’s most significant restaurant kiosk developments.
Given how long limited-service chains have been testing kiosks, one can’t assume that McDonald’s action — regardless of what’s motivating it — signals a groundswell movement, however.
“If your customer doesn’t embrace it, you’ve got a huge expenditure for something that doesn’t have much of a payback,” said Radtke. “How do you incorporate another layer of ordering, transaction processing into the inside of the restaurant?”
He noted that it took a long time for bank customers to embrace ATMs.
Some observers do think a groundswell is in the making, however.
“The QSRs are starting to understand the ROI on this,” said Charles Lewis, director of business development at Elite Manufacturing, a kiosk hardware manufacturer.
The speed and order accuracy that kiosks deliver are creating higher profit margins, Lewis said.
Fast Food Kiosks Creating Jobs and Increasing Revenues – Counterpoint was last modified: August 12th, 2019 by News Editor
The gist was that although major players like Subway, McDonald’s, Burger King and Arby’s started experimenting with kiosks in 2006, we had yet to see mass adoption in the restaurant space, despite kiosks’ rapid deployments in airports, grocery stores and casinos.
In technology terms, it has since been a lifetime. However, kiosks finally seem to be having their moment in the quick-service space.
Self-Order Kiosk Research
New research from Tillster shows that 25% of restaurant customers have used a self-ordering kiosk at a restaurant within the past three months—up 7% year-over-year. Further, more than 65% of customers said they would visit a restaurant more often if self-service kiosks were offered, and 30% of customers prefer to order from a kiosk versus a cashier if the lines were of equal length.
I have covered the restaurant industry since 2010 when I was named editor of QSRweb. I later added fast casual and pizza beats to my portfolio as editorial director of foodservice media. This coverage spanned the gamut of topics that make up the foodservice space, from marketing and customer service, to the supply chain and display technology. My work has been featured in publications around the world, including NPR, Bloomberg, The Seattle Times, Crain’s Chicago, Good Morning America and Franchise Asia Magazine. I continue to serve as a contributor for many publications, including QSRweb, Food Dive, Innovation Leader and the Digital Signage Federation.
Other notes
Preference for self-order seems to have swung positive over last 12 months (MSN poll quoted)
Younger customers contributing
Amazon trained us
Subway is big example nowadays
Wendy’s covers 2/3rds of locations. Thinks it has a return.
KFC to do 5000 by 2020
Taco Bell doing entire chain
Self-service market research by Tillster says 30.8 billion
Taco Bell Kiosk – Taco Bell president on kiosk: ‘It’s super fun’2019/06/24 Excerpt from Nation’s Restaurant News June 17, 2019 Editor’s Note: How China tariffs might affect this are in play. Taco Bell Kiosk consumer-facing technology efforts are in full force this year. On the heels of rolling out delivery nationwide in February, Taco Bell has quietly installed kiosks in about 4,000 restaurants. Rob Poetsch, spokesman for the Irvine, Calif.-based chain, …
Asian Grill Opens New Location with Self Order Kiosks 2019/06/21 Asian Grill Opens New Location with XPR Kiosks Asian Grill, known for its authentic regional cuisines, has recently implemented XPR’s self ordering kiosks and mobile application to help automate the ordering process. Along with the new equipment throughout the kitchen to help relay orders to the staff, these changes have helped to improve operational efficiency, check …
McDonald’s & Sonic Optimizing with Self Order AI Technology2019/06/20 Self-Order and AI Sonic McDonalds Read full article at PSFK From menus curated to individuals’ dietary needs to offers that adjust in real time to trends and even weather patterns, here’s how top food names like Sonic and THE.FIT are using AI to enable tailored food experiences Today’s consumers have more food options than ever. The ordering experience …
Tapit demonstrates unique self-ordering kiosk 2019/06/18 Excerpt from BakeMag Jun article. Read full article Tapit demonstrates unique self-ordering kiosk Courtesy of Tapit 06.11.2019 By John Unrein Tapit, a leading restaurant and retail-focused software vendor, has launched Selfit, a self-ordering kiosk platform with accompanying online ordering via a mobile app and interface to the restaurant’s website. Purpose-built for the restaurant and retail industries, Tapit demonstrated its self-ordering platform …
Inside Times Square McDonalds flagship – CNBC 2019/05/29 McDonalds Times Reprinted with permission in full from CNBC May 2019 & Amelie Lucas On Thursday, McDonald’s opened a new flagship store in Times Square, expected to be its busiest in the U.S. The location showcases the modern updates that McDonald’s has been bringing to its U.S. stores. It boasts digital menu boards, 18 self-order kiosks and wireless mobile …
Self-Order Kiosks – Forbes Article Having A Moment was last modified: July 31st, 2019 by News Editor
From menus curated to individuals’ dietary needs to offers that adjust in real time to trends and even weather patterns, here’s how top food names like Sonic and THE.FIT are using AI to enable tailored food experiences
Today’s consumers have more food options than ever. The ordering experience is incredibly important, and a good one can keep customers coming back time and time again. To help guests navigate drive-thru menus, companies like Sonic, McDonalds, and THE.FIT have incorporated AI into their ordering to create a seamless transaction.
Taken from PSFK’s Food Service Debrief report, take a look at how these innovators have redesigned ordering to offer personalization and enhanced convenience:
Sonic, Mastercard and ZIVELO
Global payment company Mastercard has partnered with self-service kiosk technology provider ZIVELO to trial AI-based voice ordering at select locations of the drive-in chain Sonic. At the restaurant, guests place their orders with an AI-powered voice assistant, while an integrated digital menu display can be customized in real time, taking into account context, like weather, time of day, season and location, as well as specific customer preferences. The system aims to streamline repeat orders and use data to offer personalized suggestions and loyalty rewards that are more relevant.
Excerpt from Nation’s Restaurant News June 17, 2019 Editor’s Note: How China tariffs might affect this are in play.
Taco Bell Kiosk consumer-facing technology efforts are in full force this year.
On the heels of rolling out delivery nationwide in February, Taco Bell has quietly installed kiosks in about 4,000 restaurants.
Rob Poetsch, spokesman for the Irvine, Calif.-based chain, said the brand is on track to complete the national rollout of kiosks by the end of this year. The company has about 6,600 U.S. locations.
Less than a year into the deployment, the new 22-inch monitors are already winning accolades.
Taco Bell’s consumer-facing technology efforts are in full force this year.
On the heels of rolling out delivery nationwide in February, Taco Bell has quietly installed kiosks in about 4,000 restaurants.
Taco Bell kiosks are now in 4,000 U.S. locations. (Photo: Taco Bell)
Taco Bell developed the application for the 22-inch touchmonitor. The chain has remote monitoring via a secure cloud-based platform for remote management of the kiosks through Android devices.
For Taco Bell, the award is years in the making. The company has been testing various versions of kiosks, only recently settling on a format that it said works for its consumers.
Rafik Hanna, senior director of information technology at Taco Bell, said the company “strives to stay relevant with customers’ ever-changing preferences.”
Taco Bell Kiosk – Taco Bell president on kiosk: ‘It’s super fun’ was last modified: June 25th, 2019 by News Editor
Asian Grill, known for its authentic regional cuisines, has recently implemented XPR’s self ordering kiosks and mobile application to help automate the ordering process. Along with the new equipment throughout the kitchen to help relay orders to the staff, these changes have helped to improve operational efficiency, check averages, and the overall customer experience.
XPR’s kiosks have a simple, yet appealing interface to increase guest satisfaction. Upon entering the restaurant, customers can easily skip the line and use either of the 2 large self ordering solutions. There the customer can build and submit their orders. If they are paying with credit card the customer can pay using the readers attached to the kiosk. If they wish to pay by cash a receipt is printed with a barcode that can then be taken to the cashier station to complete payment. Customers can also place order at the register if they wish to do so. There are 2 large menu boards above the register with high resolution images to help sell the menu items.
Asian Grill is also using a XPR’s mobile app which allows customers to order from their mobile devices, securely pay by credit card, and have their order ready for pickup when they arrive at the restaurant.
Asian Grill Opens New Location with Self Order Kiosks was last modified: June 23rd, 2019 by News Editor
Self Order Solutions Take Center Stage at Restaurant Show
Kiosks are quickly becoming an integral part of the QSR and fast-casual space. Here are some factors to consider when planning for a self-order solution by Olea Kiosks, Inc.
Craig is longtime writer of technical stories and documentation for many companies. He has 25 years of experience in the industry
Mobile order and pay garnered quite a bit of attention, as did product vending solutions. One of the real stars of the show, however, was self-order kiosk technology thanks to their demonstrated ability to increase customer throughput and increase sales by automating suggestive selling.
Still, it’s not enough for a restaurant operator to just install a kiosk near the counter and wait for the orders to roll in. The design of the kiosk itself goes a long way toward encouraging customers to use the devices. In conjunction though the restaurant needs to ensure kitchen output matches up with kitchen input. Bakery café chain Panera Bread updated their kitchens first and then added kiosks and multi-channel ordering. The objective is more orders taken and fulfilled, faster.
There’s little doubt that self-order kiosks will be an central component of the QSR and fast-casual restaurant landscape going forward. McDonald’s expects to have self-order kiosks in most of its 14,000 restaurants by 2020, while Wendy’s currently has them in many of its 6,500-plus locations. Other fast-food operations are following suit, creating their own variations best-suited for their restaurant environments. More compact and less costly designs that are cost-effective to deploy are starting to become commonplace.
On the fast-casual side, Panera made self-order kiosks an integral part of its “Panera 2.0” effort, which it began rolling out in 2014. Before the company was taken private last year, officials indicated that sales increases at restaurants outfitted with the initiative were outpacing sales at those without the technology.
It’s evident that these companies and others wouldn’t be investing millions of dollars in self-order technology unless it had been proven to offer tangible benefits. To maximize those benefits, though, deployers should take a few critical factors into consideration when planning to incorporate self-order kiosks into their operations.
The user interface
Key to encouraging customers to use self-order kiosks on a regular basis is a clean, simple user interface. The order flow must be intuitive and easy to navigate. Choices should be presented logically, with similar items on the same page and accompanied by professionally shot images. Add-ons should be suggested where appropriate. Also, it should be easy for the customer to go back and make changes if they decide on a different selection.
Enclosure & mounting
It’s likely that some customers will need some degree of education to encourage them to use a self-order kiosk. For freestanding kiosks, the enclosure and attractor screen should include messaging that illustrates the kiosk’s purpose. Tablet-based kiosks should consist of nearby signage along with the attractor screen inviting users to bypass the line.
More importantly, self-order kiosks need to be compliant with the Americans with Disabilities Act (ADA). Are the devices usable by someone in a wheelchair? What about a blind or visually impaired customer? Accessible by all should be ensured.
The last thing a restaurant deploying self-order kiosks wants is to be branded with the reputation that they don’t care about the disabled. On the flip side, the disabled will likely be a growing customer base if you support ADA. When it comes to self-order kiosks, ADA compliance is a minefield best navigated with the assistance of an experienced kiosk vendor, and possibly your legal department.
A kiosk is a collection of electronic components and as with any such device it will eventually need service, whether that be a simple cleaning or the replacement of a part. Can the unit be serviced easily and with a minimum of effort? Can parts be swapped out quickly, keeping downtime to a minimum?
Just as important, does the kiosk vendor offer phone support to assist deployers with service issues by phone, and service programs designed to resolve problems quickly when a site visit is required
The rest of the operation
One of the main reasons a restaurant operator will consider deploying a self-order kiosk is to alleviate congestion at the counter and increase order throughput. The misconception that self-order kiosks will help cut labor is just that: a misconception. Many restaurants that have deployed self-order kiosks reported an increase in sales, requiring more, not fewer employees to accommodate this influx.
However, increasing the rate at which orders arrive at the kitchen creates another problem. If the kitchen can’t keep up, the result will be long ticket times, crowding by the food pickup area, and ultimately, dissatisfied customers. People tend to order more when they order from the computer as well (25% more).
Consider, for example, the experience encountered by Starbucks when it released a mobile ordering app in 2015. The app led to a flood of orders, which in turn led to congestion at the drink hand-off area. Furthermore, many customers came in, saw the long lines, and naturally turned around and left.
To solve the issue, Starbuck’s added employees and implemented new systems that enabled stores to handle the additional orders. When Chipotle Mexican Grill restaurants faced similar problems, they began implementing a second make line devoted solely to digital orders.
How restaurants handle orders coming in via self-order kiosks will likely be determined by customer flow and the design of the store itself. This could translate to different kiosk form factors being needed.
Much like anything else, a best practice is to train employees on how to utilize the kiosks. This is made much easier by deploying a kiosk that utilizes the same components used in the restaurants already. Still, training is important.
Think of it this way: If a restaurant installed a new point-of-sale system, they would train each employee on how to use it. Kiosks are no different. Employees should know how to direct traffic to the kiosks during rush hour properly, and how to service the units in a timely manner.
If employees recognize kiosks as a tool for them to use, rather than their competition, it is likely the devices will produce a much faster return on investment. Employees will be more willing to push customers to the kiosks, generating more usage and increasing average ticket size.
———–
At the end of the day the best way to provide a self-order solution that improves the guest experience, simplifies the restaurant operation, and increases sales is to work with a kiosk vendor who is experienced in the deployment of self-order kiosks and has a track record of success. Olea Kiosks stands ready to help.
Click for full size – courtesy Olea Kiosk, Inc.
The Austin Kiosk from Olea Kiosks, for example, is a versatile solution available in multiple form factors so deployers can choose the one that best suits their needs. The kiosk is available in countertop, wall mount, and freestanding versions – all utilizing the exact same components to ensure that customers are always greeted with the same technology.
The Austin uses familiar POS components such as Elo Touch Solutions, Epson and STAR Micronics-brand printers, and industry-favorite Ingenico and Verifone EMV payment terminals.
For more information call 800.927.8063 or send an email to info@olea.com
Self Order Kiosk Solutions Take Center Stage at Restaurant Show was last modified: June 17th, 2019 by News Editor
Taco Bell is trying to convince customers to order via kiosks instead of cashiers at restaurants across the US — and it’s drawing inspiration from an unlikely source
From Business Insider Aug 3, 2018
Taco Bell is installing kiosks in all of its restaurants.
Hollis Johnson
Taco Bell is set to install self-ordering kiosks at all locations across the United States by the end of 2019.
The fast-food chain turned to the airline industry to better understand how customers reacted when confronted with machines instead of human employees.
Taco Bell ‘s biggest takeaway was that airlines made a major mistake by not having employees around to help customers understand how to use kiosks — a misstep the chain plans to avoid.
Original article by Elliot Maras published on KioskMarketplace May 2019
The self-service drumbeat rattled Chicago’s McCormick Place last week as attendees swarmed exhibits promising faster customer service. This year’s National Restaurant Show showcased even more interactive kiosks (39 exhibitors) than last year’s record-breaking 36 exhibitors. Less than a third of this year’s companies (11 exhibitors) were repeats from last year, indicating the market continues to attract new interest.
Kiosk hardware and software manufacturers have heeded the call from restaurants looking to automate the customer order to deliver a more satisfying guest experience, boost sales and make more efficient use of store labor. And while established kiosk providers were once again well represented on the trade show floor, restaurant POS software companies have also entered the fray in a big way.
Once again, many of the kiosks on display integrate with other front-of-the-house and back-of-the-house touchpoints, such as online ordering, mobile ordering, loyalty rewards, customer messaging, order delivery, ingredient and nutrient content, kitchen display systems, inventory management, labor management and more. Foodservice operators have clearly recognized interactive kiosks as one part of a customer experience ecosystem rather than an isolated guest interface.
And while self-order kiosks dominated the presentations, artificial intelligence is allowing additional capabilities such as allergen lookup and guest location.
Highlights of KI Sponsors
Pyramid Computer GmbH
Pyramid Computer GmbH presented its Pyramid Location System that saves guests from having to wait in line after placing their order. The customer can order and pay at the self-order kiosk, which dispenses a puck. The customer then places the puck on the bar and chooses a seat while their order is prepared. The system will recognize their location when their order is ready, allowing a server to serve the customer accurately at their table. The system was presented in the Intel booth.
Larry Kron of Pyramid Computer GmbH demonstrates the Pyramid Location System kiosk at the Intel booth.
Zivelo LLC
Zivelo LLC presented a prototype of its X2 Slim kiosk which offers a larger screen size compared to pole-mounted tablets without taking up too much counter width. There is also an X2 Extended model that takes up the same amount of counter width but has a deeper component door to allow for additional components such as a printer.
Mike Moon presents a prototype of the X2 Slim kiosk.
Frank Mayer and Associates Inc.
Frank Mayer and Associates Inc. demonstrated a self-order kiosk the company designed for a food truck using KioWare POS software. The software works on Windows and Android, and features browser lockdown. The customizable and EMV-compliant kiosk was demonstrated in the ADUSA Inc.booth.
David Anzia of Frank Mayer and Associates Inc. presents a food truck self-order kiosk in the ADUSA booth.
Appetize Technologies Inc.
Appetize presented its Interact kiosk which is part of a comprehensive POS, inventory and analytics package. The company’s kiosk line includes an Android-based solution, 15- and 20-inch landscape touchscreen options, countertop and freestanding models, and support for barcode scanners, printers and payment devices.
Self-Service Kiosks Drive Up to 40% Lift on Orders; Company Brings on New Customers AT&T Center, LSU, Museums
PLAYA VISTA, Calif.–(BUSINESS WIRE)–Appetize, the modern Point of Sale (POS) and enterprise management platform, today announced strong results from its self-service kiosk technology seeing up to 40% increase in order size across its customer base. Appetize is at the forefront of a growing industry shift toward self-service kiosks and has recently expanded its kiosk reach with new customers Louisiana State University (LSU), AT&T Center, home of the San Antonio Spurs, and SSA (Service Systems Associates), foodservice provider for the Cincinnati Museum Center and other attractions.
Self-Service Kiosks from @appetizepos Deliver Up to 40% Lift in Orders. Announces New Customers @Attcenter, @lsu and more
Appetize’s Interact self-service platform offers embedded upsell functionality and data shows that consumers are 47% more likely to add an item on a kiosk than when asked to do so by a cashier. The company is seeing consistent results from kiosks across multiple industries, including attractions, education campuses, restaurants, and sports and entertainment facilities.
Some recent data shows customers are experiencing both an increase in order size and items per order, including:
AT&T Center selected Appetize to be its point of sale platform arena-wide in 2018; in 2019, it deployed self-service kiosks and has seen an 18% increase in average order size.
SSA (Service Systems Associates), a foodservice provider for leading cultural attractions, deployed Appetize self-service kiosks at Cincinnati Museum Center and saw a 40% adoption rate in less than six months and a 20% increase in average order size.
LSU deployed Appetize self-service kiosks in its arena and has seen a 16% increase in average order size and 25% more items per check at kiosks compared to terminals at point of sale counters.
“We have been working with Appetize since 2017 and recently deployed kiosks to enhance our food service and offer a more convenient and frictionless experience for our students and guests,” said Matthew LaBorde, Assistant AD from LSU. “Appetize made it extremely easy for us to deploy a self-service platform and shift toward the future of ordering at athletic events.”
“Our customers are focused on two things: guest experience and financial performance. The Appetize Interact platform offers a modern and dynamic digital experience for guests while driving increased share of wallet for the business,” said Max Roper, Co-founder and CEO at Appetize. “In the past six months, over 45% of our deployments have included self-service kiosks, and we expect this trend to continue as businesses require more automation and consumers desire a more frictionless experience.”
Designed to enhance the guest experience and increase staff productivity, Appetize’s cloud-based self-service platform, Interact, gives businesses an intuitive checkout interface with custom menu ordering and branding for both Quick Serve and Retail environments. The platform also includes a back of house management suite, real-time connectivity for fulfillment and cashless payment experience, and more.
About Appetize
Appetize is a modern Point of Sale, inventory and analytics platform transforming how enterprises manage and process guest transactions. With an omni-channel approach, Appetize makes front of house transactions more intuitive through fixed, self-serve and handheld form factors, while providing robust kitchen and back office tools. Appetize is trusted by some of the largest and highest volume businesses in the world, including sports and entertainment properties, education campuses, theme parks, travel and leisure sites, and national chain brands. For more information, please visit getappetize.com.
ZIVELO STRENGTHENS ITS FULL-SERVICE TURN-KEY KIOSK SOLUTIONS WITH INDUSTRY COLLABORATION
ZIVELO collaborates with Dell Technologies OEM Solutions to revolutionize self-service kiosks
SCOTTSDALE, AZ (May 2, 2019) – World-class kiosk manufacturer ZIVELO (best known for providing kiosks to the largest fast-food chains across North America) joins the Dell Technologies OEM to allow its clients to purchase ZIVELO’s digital solutions through their existing relationships.
“With the rapidly growing demand for ZIVELO’s products, we are pleased to announce this collaboration.” Says Ryan Lagace, ZIVELO’s VP of Strategic Partnerships. “ZIVELO’s world-class products will now be part of the go-to-market DELL EMC OEM Solutions portfolio.”
With Dell Technologies’ strong brand power, technology portfolio and global reseller capabilities, ZIVELO looks to further meet the needs of clients, which range from restaurants and retail, to banking, healthcare, hospitality, and many more.
“This past year has been groundbreaking for ZIVELO,” says CEO, Healey Cypher. “ZIVELO has been long-established as a global leader in beautiful world-class kiosk hardware. With last year’s addition of OakOS – the first kiosk-only SDK and operating system – plus new services and financing arms, ZIVELO is truly a full-service kiosk partner for any company looking to join the self-service revolution.”
For more information about ZIVELO, visit www.zivelo.com.
ZIVELO’s mission is to revolutionize the way brands use technology to interact with their consumers on-premise and in the physical world. Founded in 2008, ZIVELO has rapidly grown to become the leading self-service technology brand offering a sleek and sophisticated product design, intuitive user experience, and cutting-edge modular hardware solutions. ZIVELO prides itself on a deeply consultative approach, and we’ve learned a thing or two, having successfully deployed over 15,000 kiosks. Plus, we are one of the only companies to provide a true total solution, offering hardware, software, services, and financing solutions from one trusted partner. When our clients see 20-30% ticket lift on average, increased customer retention, decreased overhead, and long-lasting ROI, what do you have to lose? If you’re ready to work with the best, give us a call today!
“ZIVELO has provided McDonald’s USA with Self-Order Kiosks since 2015. ZIVELO has been, and continues to be, a good business partner to McDonald’s in our deployment of Self-Order Kiosks in the US.” – McDonald’s USA
ZIVELO and Dell Technologies Partner on self-service kiosks was last modified: May 22nd, 2019 by News Editor
The Canadian McDonald’s app, called My McD’s, is just the latest target for cyber criminals. Last year, they were busy stealing Aeroplan and PC Optimum rewards points from some members’ online accounts. Many of the fraudsters involved in PC Optimum cases also carried out their crimes in Quebec.
Cybersecurity expert Ritesh Kotak said that in the digital era, companies need to pull out all the stops to protect consumers from cyber criminals.
“We’re moving to a cashless society,” said Ritesh who’s based in Toronto. “They put all this money into app development, are they putting the same amount of money and rigour and research into the security component of it?”
McDonalds Mobile Hack – Canadien Uses McDonalds Mobile App To Run Up Bills was last modified: April 28th, 2019 by News Editor
Two friends in Australia appear to have cracked the McDonald’s kiosk system, allowing them to score a free burger. A YouTube video shows the pals taking advantage of a burger discount by tricking the machine.
In the video, they order 10 burgers for $1 each using the kiosks. Then, they remove the meat from the ten burgers, which discounts each of the burgers by $1.10—leaving enough surplus to cover the cost of a regularly priced burger at McDonald’s.
The Golden Arches revealed Monday its biggest acquisition in more than 20 years, acquiring privately held tech platform Dynamic Yield. McDonald’s didn’t disclose a purchase price but a source close to the matter said McDonald’s plunked down in excess of $300 million for Dynamic Yield.
McDonald’s CEO Steve Easterbrook sold the acquisition as a means to be similar to the web experiences offered by Amazon, Best Buy or Walmart.
“When we reflect on the last four years, our owner/operators, our developmental licensees, and the corporation, we’ve all invested into the necessary technology to make the overall customer experience more relevant, easier, more enjoyable, with the ultimate aim for a much more personalized experience,” Easterbrook said in an internal video to employees and franchisees obtained by Yahoo Finance.
“When we get onto websites like Amazon, or Best Buy, or Walmart.com, as you place your cursor over an item and click, and it enters your shopping basket, it automatically suggests other items that are associated with that. This technology can work with the intelligent menu boards we have,” Easterbrook added.
He also thinks the technology will help ease congestion of the drive-thru at peak times, which is always a problem for McDonald’s.
Drive Thru Ordering – McDonalds Goes For Dynamic Menus in Drive-Thru was last modified: April 1st, 2019 by News Editor
Soon after renovating his father’s first restaurant, Mateos implemented technology like a mobile app and self-service kiosks, along with more service and product offerings like a bakery and table service. With automation prompting new aspects of the business, there is a greater need for the human element. “Come spend a day with me,” Mateos says to those who think robots might replace jobs.
How one high-tech McDonald’s is evolving an icon was last modified: March 9th, 2019 by Kiosk Industry
For Dudley Dickerson, the mobile-app orders were the last straw.
McDonald’s has been updating with new technology, delivery, a revamped menu and curbside pickup. But the “Experience of the Future” has employees handling more tasks — in many cases, they say, without pay raises or adequate staffing. So Dickerson, 23, handed over his spatula for the last time.
“They added a lot of complicated things,” Dickerson said in an interview. “It makes it harder for the workers.”
Many fast-food employees hop from job to job. But with unemployment so low, turnover is becoming a problem. Workers are walking rather than dealing with new technologies and menu options. The result: Customers will wait longer.
“Quick-service restaurants are having a little more trouble with job openings and finding workers,” said Michael Harms, executive director of operations at People Report. “It’s the pace of work, the pace of technology and the lower wage rate.”
McDonald’s tech updates have some workers jumping ship was last modified: March 9th, 2019 by Kiosk Industry
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