The agony of a five minute wait

16-12-22 14:50 | Digital banking | The Digital Hub

I have long been frustrated by the whole process of paying in restaurants. In a busy place, it can take quite a while to actually settle the bill and leave. 

As a technology geek, I can’t help but feel there must be a better way. Particularly when the waiter is dealing with a point of sale system and a backend food ordering system that, theoretically, my phone should be able to communicate with directly. 

And this is becoming reality now. A little while ago, Mastercard introduced a service called “QKR” in the United Kingdom. It was readily adopted by the Asian-fusion restaurant chain, Wagamama.  

The idea behind the service is simple: You show the unique number from the app to the waiter, they check you in – and boom! – you can now order items from the app directly to your seat. Then, when you’re finished, you can check-out and pay in a few taps. Simple as that!

This simplifies the restaurant experience  so much. I now prioritise any restaurant with these types of functionalities, especially when I’m with my wife and young boys. As any parent of hyperactive children knows, the ability to exit a restaurant at the ‘right time’ is a prized feature. 

I tend to find myself in some low-level agony when I have to wait around to be served at restaurants without these functionalities. Equally, when it comes to get the bill, I’m finding – more and more – that I don’t have the patience to wait around anymore. 

Thanks to innovations, such as QKR at Wagamama, I’m now resetting my expectations completely, and not waiting to order or to pay is becoming the new normal. I was happy waiting to get the bill a year ago. Today, that five minute wait is agony. 

This is what we’re dealing with every day here at Nordea: The pace of customer expectation is shifting fast – so much that existing processes can become new agonies really quickly –  particularly in this rapidly evolving digital world. Our challenge is to identify and solve these new agonies swiftly and – ideally – inspire and delight our customers in the process. 

Can I get the bill please?

/Ewan Macleod, Chief Digital Officer at Nordea. Follow me on Twitter: @Ew4n

Latest posts by the Digital Hub

Showing 5 of 66 results

Why a bot can make customers more satisfied

Digital banking The Digital Hub

Ultimately, the purpose and vision of our bot Nova is to enable brilliant customer and user experience in banking and beyond.

Nordea takes the lead in mobile payment solutions

Digital banking The Digital Hub

Nordea adds Google Pay to its offering of mobile payment solutions in all its four Nordic home markets.

Why our emotions need space in a corporate world

Digital banking The Digital Hub

Tabitha Cooper argues that emotions should be valued higher in the corporate world, since they are a natural part of being a sanely operating human.

Customer needs change all the time - we went agile to keep up

About Nordea The Digital Hub

Here, Asgeir Mjösund, Head of Agile Transformation, explains how we have been doing just that with the Agile way of working.

How robots saved us from hours of GDPR-tasks

Digital banking The Digital Hub

Hampus Gerlach about how we found new solutions with robotics.

Showing 5 of 66 results