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McDonald’s, Meet McPathogens

mindmatters.ai

21–23 of 23 posts

Re: McDonald’s, Meet McPathogens

#21

This is not about making your experience "more enjoyable" it is a direct response to wage increases that directly target these workers and the company responding. Same with the grocery store. Or mobile ordering from Starbucks, or using an ATM. The experience ranges from much better (ATMs) to much, much worse (grocery stores) , but the only way they will "fail" is if everyone forgoes their big mac to go somewhere else…

The failure of the Grocery store self-checkouts is that they are not automated enough.

The customer still has to manually scan every item. Items have to be placed one-by-one in the bagging area. Any small divergence from this, or something out of the ordinary like an Alcohol purchase triggers an exception and requires human intervention. This is enough automation/tech to be annoying but not enough to solve the real problem.

Contrast that with the Amazon Go store which is automated enough that very few would prefer the cashier route even if available.

Re: McDonald’s, Meet McPathogens

#23
post #18

Earlier quoted context omitted.

I've used the Kiosks at McD's and it really was baffling trying to figure out how to order a combo meal. I figured I could just go to [Combo Meals] -> [#X Quarter Pounder] Instead you have to pick the burger, then way down on the bottom (where you're not looking because the screens are vertical and huge) there is a button to make it a combo. I never found the combo button on my own and had to ask. You'd think since m…

I haven't tried ordering combos (don't really like sodas), so I haven't had this experience. I feel it would be fun to be on the team to test and design revisions to the touch screen menu.

Yeah, for such a huge company, who surely spend lots of money researching how to understand and optimize customer interactions, they really dropped the ball on their UX design on the kiosks.
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