The deployment of touchscreen kiosks at McDonald's was anticipated to eliminate jobs but resulted in the opposite. Rather than streamline operations and reduce staff, the kiosks made restaurants more complex to operate, requiring additional roles. As customers sought assistance with the new technology, positions like 'guest experience leads' emerged to support them. Overall, the kiosks improved service speed and contributed to higher food sales by effectively suggesting upgrades, demonstrating that technology can enhance rather than hinder job opportunities.
The introduction of kiosks at McDonald's resulted in an increase in overall food sales, as they served customers quickly and effectively suggested upgrades.
Instead of reducing staff, McDonald's kiosks made operations more complex and created new job roles, such as 'guest experience leads' to assist customers.
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