Bye-bye unsanitary kiosks! Even prior to the pandemic, restaurants have been getting flack for their use (and the cleanliness of) in-store kiosks. Yes, consumers like the convenience of ordering efficiency and not having to wait in line, but fears of what lies on the kiosk have grown—especially with reports of fecal matter found in some of the largest restaurant chains in the world. As cleanliness becomes a top priority, handsfree ordering direct from a human or through a personal mobile device will be the preferred form of interaction.
Though we believe consumers will once again look to social environments to share in conversation and human connection, they will choose environments that have adopted their new habitual preferences. Looking for spaces that are not confined and brands that communicate their cleanliness practices will become an emerging priority and we believe the early winners in the return to retail will show that they’ve considered this as the doors swing back open.