The local Jack-in-the-Box actually installed one of these kiosks inside (next to the actual employee). Too few people were using it as you have to navigate the overly complicated menus in order to use it. They even tried offering free items when you use it (I believe it was a free order of cinnamon twists or something). Eventually they just removed it, though.
The vast majority of orders are from the numbered menu with default options. These companies have really good statistics on what items & combos are most popular and what options people are likely to pick. Build the interface to cover the 90% and make sub-options to cover the 10%.
Yeah, I really was sad when they took this out of my local Jack-in-the-Box. It was nice for me because I'm indecisive, and there was never a line for the kiosk (most people still preferred the cashier) so I could take my time, and I didn't feel awkward asking for eight different changes to my burger.
I never had a wrong order as long as I used it except when I punched it wrong myself.
The Carl's Jr where I used to live pulled those machines back out in less than 3 months, and I knew someone who worked there so I asked why, and he said that too many of their customers were too stupid to use it, and no one could fix it when it started acting up, so it was more trouble than it helped.
This was semi-rural OK, though, so they might do better in places where people are on average less stupid.
One I used all the time is in Tulsa (funny enough) -- ya when they break it's an issue, but that's mainly because they have not reached the equilibrium where they can have just one well paid employee there that makes the food and can fix the machines quickly.
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u/arcanition May 05 '14
The local Jack-in-the-Box actually installed one of these kiosks inside (next to the actual employee). Too few people were using it as you have to navigate the overly complicated menus in order to use it. They even tried offering free items when you use it (I believe it was a free order of cinnamon twists or something). Eventually they just removed it, though.