The Big Change to McDonald’s Kiosks That’s Upsetting Employees

McDonald’s New Kiosks Take Cash, But Will They Cost Jobs?

A woman placing her order through a McDonald's self-ordering kiosk | ©Image Credit: McDonald's
A woman placing her order through a McDonald's self-ordering kiosk | ©Image Credit: McDonald's

McDonald’s has introduced a significant update to its ordering kiosks that is stirring up concern among employees. The fast-food giant, known for embracing technology to enhance customer convenience, has rolled out new kiosks capable of accepting cash payments. While this move is aimed at streamlining the ordering process for a wider range of customers, many employees are worried about the potential impact on their jobs. With automation becoming more prevalent, questions are being raised about whether these new kiosks will ultimately replace human workers in the long run.

McDonald’s Old Self-Ordering Kiosks: A Convenient Yet Incomplete Solution

Introduced in 2015, McDonald’s self-ordering kiosks revolutionized the fast-food experience in the United States. These innovative machines allowed customers to place orders at their own pace, bypassing the traditional counter service and reducing wait times.

While this feature was undoubtedly a perk for those who preferred to avoid the hustle and bustle of the counter, there was a notable drawback. The kiosks were initially limited to credit card payments, excluding customers who preferred to pay with cash. This discrepancy created an uneven playing field, as cash-paying customers were still required to stand in line and order in the traditional manner.

McDonald’s New Self-Ordering Kiosks Comes with Cash Payment Option

In a move designed to cater to a wider range of customers, McDonald’s is finally introducing cash-accepting self-ordering kiosks. This update will provide a more convenient option for those who prefer to pay with cash or may have forgotten their credit cards.

The new cash kiosks will operate similarly to their credit card-only predecessors, allowing customers to browse menus, customize their orders, and pay for their meals. However, the primary difference lies in the payment method, as cash will now be an accepted form of tender.

To incentivize customers to use the new kiosks, McDonald’s will strategically limit the menu options displayed on the screens behind the traditional counters. This tactic will encourage customers to explore the full menu either through the self-ordering kiosks or the McDonald’s mobile app.

While printed menus will still be available upon request, the company’s intention is to gradually shift customers towards digital and self-service options. It’s important to note that this feature will not be available in all McDonald’s locations. The fast-food giant is initially implementing cash kiosks in corporate-owned restaurants, leaving the decision to adopt the technology optional for franchise locations, which constitute the majority of the chain’s outlets.

McDonald’s New Kiosks Raise Concerns About Job Displacement

The introduction of cash-accepting kiosks at McDonald’s is intended to streamline the ordering process, allowing customers to place and receive their orders more efficiently. While this technological advancement seems promising, it has raised concerns among in-person workers about the potential impact on their job security.

Despite these worries, McDonald’s has assured employees that the new technology will not lead to job cuts. The company maintains that human workers will continue to play a vital role in preparing food and delivering orders to customers.

In the company’s Q4 earnings report, Chairman and CEO Chris Kempczinski expressed confidence in the strategic direction of the business. “We are confident that Accelerating the Arches is the right playbook for our business and as consumers are more discriminating with their spend, we are focused on the outstanding execution of delivering reliable, everyday value and accelerating strategic growth drivers.,” Kempczinski said.

Source: The Street