there's a process-control failure here - the reason the traditional drive-through works is that the cars stay in order and if it gets crowded then they can't re

there's a process-control failure here - the reason the traditional drive-through works is that the cars stay in order and if it gets crowded then they can't reach the order speaker so it's rate-limited. The touchscreens don't do this at all, it's failure mode is the crowd just gets bigger and bigger. And since the workers don't _have_ to interact with the customers, they mostly don't, so exceptions don't get noticed or handled. I'm sure GrubHub and Uber Eats deal with similar issues to some degree, but at least in those cases the customer isn't stuck standing there, plus the apps can keep tabs on order progress and you can escalate issues. the McDonald's model is just fire and forget. And it's not just McDonalds! Taco Bell has the _exact_ same design with the exact same failure mode