Lovin’ It – McDonald’s Broad Ripple

Broad Ripple McDonald’s gets a makeover & new self-service technology

Writer / Jon Shoulders

Photographer / Amy Payne

McDonald’s restaurant on Broad Ripple Avenue has taken the notions of customer convenience and prompt service to a level not seen in many fast-food establishments.

In November, the restaurant hosted a grand reopening celebration after the completion of building renovations and installation of self-service touch-screen stations that allow customers to order and pay for their food electronically. Governor Eric Holcomb and former Indy Mayor Greg Ballard were in attendance for the event.

Renovations began in the early summer of 2017, and Shift Manager Donovan Wilson says the changes to the restaurant are indicative of what most, if not all, McDonald’s locations will look like in the future.

“It’s something that, eventually, will go to more than just this one here in Broad Ripple,” Wilson says. “It’s a new look that McDonald’s wants to try everywhere. We’ve noticed business has picked up since we opened back up with the renovations. It’s nice on the inside, and we have flowers on the tables now and then. When you dine in it’s more like an actual restaurant now. There’s tableside service where we can bring your food to you now.”

The self-service ordering process via touch-screen involves first choosing dine-in or takeaway, selecting a payment method as well as food and drink items, confirming the order and finally picking it up from an employee.

Rather than causing a drop in demand for workers, Wilson says the self-service option allows for more customer volume, which has a twofold effect – creating the need for additional food preparers in the kitchen, while freeing up new opportunities for existing employees who previously worked the cash registers.

“That’s kind of the reason (self-service kiosks) were put in, to give different jobs to people who work here like doing tableside service,” he says. “And since we have more places for people to order now with the self-service, more people are coming in, and we need more people in the back making food. It’ll take time for customers to get used to it, but I just consider it like a self-checkout that more and more big stores have now. It makes McDonald’s a little bit fancier.”

Owner Reginald Jones said during the grand reopening event that the decision to implement self-service technology is part of his philosophy of generating new opportunities for employees to expand their skill sets, thereby improving their chances for upward mobility and increased pay in the workplace.

“We try to partner with other people in the community and work with our employees to help them buy homes and help them become financially secure,” Jones said during the event.

Since 2015, several McDonald’s restaurants throughout the country have incorporated the self-service option, as well as mobile ordering via smartphone application, and Wilson says the renovations and new technology at the Broad Ripple location have been met with primarily positive feedback from patrons and employees alike.

“It’s a nice change,” he says. “I can see all the McDonald’s one day being full, actual dine-in restaurants.”

McDonald’s is located at 1020 Broad Ripple Avenue in Indianapolis. Call 317-257-4649 for more info.

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