Getting dinner

The other day I went out to a casual dinner with family. Ordering menu items was accomplished by the following process:

1. Scan the QR code on the table
2. Browse a dozen pages of stuff to find something I like
3. Add item(s) to cart
4. Hand phone to next person (so we can have one bill)
5. Create an account, handing over my phone number and email address
6. Enter my credit card details to this random ordering website
7. Wait for food

From steps 1-6 I can't engage in conversation, unless it's my parents asking for technical support about how to navigate the menu.

This is sadly a common practice now where I'm from in Australia. Let's compare this with how it used to work:

1. Browse a (usually well-designed) menu with everything at a glance
2. Waiter (server) asks what you want, you tell them
   • Usually waiters would magically know when you are ready to order -- fantastic work
3. Wait for food
4. Pay at counter when done

Doesn't this look more sensible? It also makes it easier to engage in conversation while you are deciding what to purchase.

I think that technology should either:

a) Provide a better user experience, or b) Provide a cheaper service

Neither of these is the case. It seems like restaurants are taking advantage of this 'novelty bias' -- that people want to use the latest tech -- to degrade customer experience.

Inspecting a house for rent

I recently had the pleasure of inspecting a property for rent. On the listing page, I called the number to arrange an inspection. Pretty straightforward request, right? Wrong.

They wanted me to:

1. Go to the listing page
2. Create an account
3. Fill out an enquiry form
4. Wait for them to get back to me

What is going on here? Last time I called an agent to inspect a rental, the phone call lasted about a minute and we had an inspection scheduled for the next day.

Does this online form:

a) Provide a better user experience, or b) Provide a cheaper service?

Not in the slightest -- but again, this is how things are done in Australia now.