"Self-check-out also puts grocery store clerks out of work, which makes me feel a little bad."
Back in the 1940s, the Automat ruled the land. You know those vending machines where you push the button to rotate your food choices past, then slide a plastic door aside to get your (e.g.) tuna salad sandwich? Imagine that, but a whole entire cafeteria.
I wonder if we aren't heading back in that direction. It seems like self-service is creeping into many areas of our food service industries. The benefit to the companies is obvious: you can hire one teller to work one register, or one teller to cover six self-serve registers. The benefit to consumers is… somewhat less obvious.
Example One: Grocery store self-check-out
At first, I loved this idea. No longer would I be trapped in line behind a dozen people with tons of food piled atop their carts! I could just breeze through self-check-out! I am reasonably tech-savvy, and not easily cowed by machinery and computers and things that go "beep." I took to the registers easily. I am proud to say, I can look up produce and use coupons without a hitch.
But here's the thing: it doesn't really save you that much time. If the register is open, you can switch over if your express line is going slowly. But if the lines are about equal, it's faster to have a checker ring up your purchases. Because you have this efficiency: you can be paying while the checker is ringing up your groceries. When you do self-check, you have to perform both actions, and you can't do them at the same time.
Self-check-out also puts grocery store clerks out of work, which makes me feel a little bad.
Example Two: Jack in the Box Kiosk
I live in a rural area. There's never anyone in line ahead of me. Why would I use the computerized kiosk to place my order? It's dumb.
But it turns out you can buy my loyalty for the price of five mini churros. That's the carrot they dangle before you: use the kiosk, get the churros. And dang, those things are delicious!
Example Three: Coinstar/SBC Coffee Kiosk
Coinstar, in conjunction with Seattle's Best Coffee, has rolled out a small number of self-serve coffee kiosks. They grind and brew your coffee fresh, which is nice. I have tried it two or three times. I feel dumb standing around waiting for my coffee - at least at a Starbucks you can chat with the barista while you wait for your drink.
These are a good example of something that's only great when I'm the only one using it. As soon as you start having a line (of people who can't figure out how to use the machine) I'm done.