"I would like to pay with Apple Pay" - Part 1
At least once a week, I stop at McDonald's for a quick meal. Most often I pop in on the way to work and treat myself to a bacon egg and cheese sandwich. (Mouth waters)
It is a lovely way to start the day, you should try it!
While indulging, my new favorite pastime has become asking to pay via Apple Pay in the drive-through and seeing how many different answers I can get.
I have become infatuated with Apple Pay. For the past three-ish years, I have kept the cards I use daily (credit card, ATM card, ID, bus pass) on the back of my phone via a Spec wallet case. I very much look forward to a future where I don't have to carry a wallet to hold ancillary cards, such as work security badge, insurance card, spare credit card, etc. I really want life to be like I'm on one of those cruise ships with wrist bands used to charge your room for anything and everything. I see Apple Pay as a step towards that world.
I came by the first story innocently… After that, I will admit the activity became a bit of an experiment in customer experience, and testing awareness and training.
My first attempt: So imagine I was in the JSAND-mobile at the intersection of being infatuated with Apple Pay and treating myself to a delicious breakfast…
After deciding between my usual, bacon egg and cheese, or an Egg McMuffin, I get really excited when I see a sign added to the glass of "the first window".
“Now you can use your phone to pay.”
I see no card reader within arms reach from the car so immediately I became curious as to how this is going to work. I proceeded to inform the cashier that I would like to pay with Apple Pay.
The lovely lady immediately turned around and asked a co-worker a question (I couldn't hear/understand the question/answer). As fast as she turned, the cashier returned and re-stated the total again as if nothing had happened.
I again stated that I would like to pay with Apple Pay. At this point, it's about principle… I have to see this through…
She then asked me to handover my phone for her to scan. Not only was I apprehensive about handing my phone over but from what I know about the technology, this would have not worked.
I ended this toe squashing dance by pulling my credit card out from my wallet phone case and proceeded to the second window to pick up the yummy goodness that is the bacon egg and cheese.
In part 2, I will talk through 5-6 more McDs drive through + Apple Pay experiences (or “experiment trials”:)) and relate this back to some thoughts on improvement areas, and how to manage the intersection of humans and technology.