How Fast-Food Apps Took Over the Drive-Thru | Eater

"When customers pull up to the speaker box in the drive-thru at chains like this one, the first question often heard is a distinctly modern one: "Will you be using our mobile app today?" If a customer responds yes, they're asked to provide a code or other signifier, like their name, to help the worker identify the order; by the time they receive a steaming bag of burgers and fries, it's possible they haven't actually spoken to any of the humans involved in preparing or serving the meal. The chain has continued to invest heavily in its app, with management committing hundreds of millions of dollars to improve the user experience and capture app-driven loyalty and sales through app-exclusive discounts." - Amy McCarthy