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The Spoon

Daily news and analysis about the food tech revolution

contactless delivery

Nutrimeals Launched an App for Contactless Ordering at its Vending Machine

Nutrimeals launched its first vending machine roughly eight months ago in Calgary, Canada. Eight months ago is also around the same time the coronavirus began hitting North America.

That the two happened at the same time wasn’t necessarily a bad thing. Nutrimeals sells fresh, healthy, pre-cooked meals that just need to be reheated in a microwave. As I wrote earlier this year in The Great Vending Reinvention, the pandemic could provide a boost to automated vending machines like those of Nurtimeals (and Chowbotics and Yo-Kai Express) because they offer convenient full meals on-the-go in a more contactless environment, and there are no human hands serving up your food.

But at the time I also noted that vending machines need to take their current contactless options even further. Many vending machines right now still require you to touch a screen to place your order. Having lots of people paw at the same touchscreen of an unattended vending machine all day seems to negate all the other contactless benefits automated vending machines offer.

Which is why Nurtimeals launched its own app two weeks ago (hat tip to Vending Times). The Nutrimeals app lets customers check inventory of machines, reserve meals and pay for them all through their mobile phones so they don’t have to touch a screen. The meals are even dispensed in such a way that people don’t have to even have to touch the machine to get their food.

Originally the company, like so many other vending services, targeted airports, office buildings and other high-traffic areas as prime locations for its machines. But COVID pretty much shut down air traffic and offices, so now Nutrimeals is targeting residential buildings, and even hotels that don’t have their own food facilities.

Nutrimeals is bootstrapped and its main business remains a D2C meal prep subscription service. It has two vending machines up and running in Calgary and is looking to expand the food options in those machines to include snacks and salads.

A Next-Gen Automat Suggests the Restaurant Biz Should Mine Its Past When Planning Its Future

“Contactless” in the restaurant biz nowadays usually refers to digital order and pay processes that lessen but don’t totally eradicate human-to-human contact. After all, someone has to bring the food out, whether in the dining room or at the curbside, and the robots haven’t totally taken over quite yet. 

But a forthcoming store in Brooklyn has figured out a way to take human beings out of the picture entirely. The Brooklyn Dumpling Shop (BDS) is slated to open in October (confusingly in Manhattan) and will feature what the business calls Z.H.I. — “zero human interaction,” according to QSR magazine.

The fully automated restaurant concept will rely on temperature-controlled food lockers from ONDO and powered by Panasonic. Think of a high-tech version of the classic Automats of mid-20th century NYC. And as it turns out, that’s exactly what Brooklyn Chop House’s Stratis Morfogen, who conceptualized BDS, was going for: 

“The Automat was single handedly the greatest fast food distribution equipment ever designed. The technology we’re bringing to Brooklyn Dumpling Shop is unlike anything seen before, which will allow us to create an Autoflow from a customers’ cell phone, to our touchless ordering kiosks, right to our lockers to bring quick serve restaurants into the 21st century,” he said in today’s press release.

With this automat 2.0, Customers will be able to place an order on their phone or at the restaurant via a touchless kiosk. Once the food is cooked, a runner places it in the food locker and a notification is sent to the customer’s phone. The customer unlocks their designated locker with a code to retrieve their food. Locker temperatures can be set to “hot,” “cold,” and “ambient,” to allow for more precise temperature control during the pickup process. BDS also said its food will be available via the major third-party delivery platforms. 

BDS is one the first “new” restaurant formats we’ve heard of that’s legitimately contactless, which makes it an inherently attractive concept in the midst of a global health crisis. 

More intriguing, though, is that Morfogen mined the past to help design the future restaurant format — one of them, anyway. The Automat, which was originally developed at the end of the 19th century, became immensely popular during its lifespan because it provided a fast, cheap, efficient way to grab a bite to eat. It served a huge variety of food, and there was zero interaction between customers and those making the food. (Side note: the format wasn’t without its controversies around labor, which should be considered in this day and age.)

Thanks especially to the pandemic, those customer demands for speed, efficiency, and cheap eats are back in full force, so when you stop and think about it, an Automat format seems like a no-brainer. And it’s probably a concept that will make its way into all manner of public settings sooner rather than later, whether that’s a restaurant, the airport, and office buildings, among others. And BDS isn’t the first time someone’s tried to reinvent the automat: Minnow just raised a seed round for its contactless food lockers, which the company is installing residential buildings, and Brightloom (née Eatsa) has been pedaling a high-tech version of the Automat for years now.

In the meantime, it might behoove the restaurant industry to further mine past concepts that, a bit of a digital facelift might very well still make sense today. 

Newsletter: COVID-19 Could Help Us Build a Better Restaurant

Welcome to the first-ever Weekly Spoon newsletter that’s entirely focused on restaurant innovation. That we chose to launch this just as a pandemic is sweeping across the globe is entirely intentional. Of all the food tech sectors out there, none has been hit so hard or will change — forever — as drastically as the restaurant biz.

With that in mind, let’s kick this thing off by not rehashing the gloomy stuff. Instead, let’s highlight some ways in which the current restaurant business meltdown is spurring a ton of initiatives that could make a better overall industry in the long term — if we let it.

The Virtual Tip Jar Will Stick Around

As anyone whose ever waited tables, tended bar, or delivered pizzas knows, tips are an important portion of workers’ incomes. With most bars and dining rooms closed right now, an astounding number of what are basically virtual tip jars have popped up online. We first got wind of this last week, when we came across a site called chatt.us that lets at-home drinkers leave tips for service workers in Chattanooga, Tenn. via Venmo or CashApp. 

A little more digging uncovered more of these virtual tip jars in, well, pretty much every state from Maryland to Idaho. One site in particular, serviceindustry.tips, lets you choose specific cities from a list and direct your funds to workers in that area from a very user-friendly web interface. Others are simple spreadsheet interfaces, though no less popular from the number of entries on some of them.

While these virtual tip jars can’t make up for the lost wages and job layoffs many restaurant workers now face, they could at least provide some aid to those currently struggling.

They could also be a valuable tool for the restaurant industry even when dining rooms re-open. As one restaurant owner explained to me recently, in-house staff prepping the off-premises orders don’t see any of the tips left through third-party ordering platforms. A virtual tip jar could be a way for customers who wanted to hand over a little extra to tip those employees for their work. There are also well-documented issues around tipping delivery drivers in general. Since fewer folks seem to carry cash these days, a virtual tip jar could be a way to bypass that aspect of the platform, thereby making sure it’s the worker who gets the tip — not the tech companies.

Ditto for Contactless Delivery and Payments

Three months ago “contactless delivery” wasn’t even a phrase, at least not in the vernacular sense. In an effort to stem the spread of coronavirus worldwide, what started in China (see above image, courtesy of Yum China) has now quickly caught on. All the major delivery platforms as well as grocery sites like Instacart and individual restaurant chains now either use contactless delivery as the default option or make it clearly available through their apps.

I doubt we’ll revert back to the old method once this horror show is over.

At their most basic, contactless delivery methods as well as contactless payments are just more hygienic. Fewer germs can spread when cash and cards aren’t being handed back and forth over a counter, or when customers and their delivery couriers stand a certain distance apart during a drop-off. I doubt I’m the only person who’s ever ordered delivery while having bronchitis. Contactless delivery would go far in protecting workers — many of whom do not get paid sick leave — from illnesses their customers might be carrying while they’re stuck at home. Vice versa, too.

And if this look into China’s (sort of) newly reopened restaurant scene is anything for the rest of the world to go by, mobile payments will see a boost, too. More customers will be using apps like Apple Pay, CashApp, and Google Pay to avoid constantly handing over a credit card.

Simpler Menus Will Beget Better Service

“Pare down your menu” is a directive I’ve been hearing a lot as restaurants quickly pivot to serving customers through takeout and delivery channels. That means offering only the items that are easy to produce, will travel well, and are ones that customers actually want. 

That’s not breakfast, at least not right now. In a statement this week, McDonald’s announced it was temporarily pulling breakfast items from its menu and will focus on serving its most popular items. Taco Bell also nixed breakfast items for now. More chains are likely to follow.

Of course, these moves are in response to the potentially billions of dollars the restaurant industry will lose over the next few months. I suspect, however, that slimmed down menus could actually improve certain aspects of the restaurant industry, particularly where tech is concerned. Have you ever tried to navigate a Taco Bell self-service kiosk? Finding Waldo inside Google Maps was an arguably easier task.

Smaller menus could also speed up times in the drive-thru, improve AI-powered upsell recommendations, and use fewer ingredients overall, thereby reducing food waste.

In no way am I suggesting that menus need to look like this one from 1973. And who knows? Breakfast and Monster Tacos might go back on the menu at some point. But maybe this strange, unsettling shift in which we now find ourselves can show us that simpler menus leads to better experiences for everyone involved.

Keep on truckin’,

Jenn

McDonald’s, Starbucks Join Contactless Delivery Efforts in China as Coronavirus Spreads

McDonald’s, Starbucks, and other quick-service restaurants (QSRs) are now implementing contactless delivery across China in the wake of the Coronavirus outbreak, according to Reuters.

Yum China brands Pizza Hut and KFC began using the delivery method earlier this month, along with third-party services Ele.me and Meituan. Now, McDonald’s and Starbucks are using a similar approach in order to keep workers safe and help prevent further spreading of the deadly outbreak.

Customers are encouraged to order remotely via restaurants’ mobile apps and websites. Orders are then sealed into bags and placed in a designated pickup spot, such as at the entrance of a customer’s building. Delivery drivers are required to carry ID cards that show they had their temperature taken and do not have a fever. 

Starbucks recommends customers order via the chain’s mobile app for pickup orders. Customers then wait outside a Starbucks location until they receive a pickup notice for their order, which will be placed on a table just inside the store. Any customer who enters a Starbucks must have their temperature taken at the door. Starbucks is also working with Ele.me for delivery orders. 

Some form of contactless delivery existed prior to the Coronavirus outbreak. However, much of China’s population is currently limited in terms of their own mobility and unable to return to work. Roughly 760 million people in China live in neighborhoods or villages currently under some level of lockdown. At least 150 million of them — about 10 percent of the population — face restrictions around how they can leave their actual homes. That makes contactless delivery one of the only ways in which they can procure food, whether it’s restaurant meals or grocery items.

According to Allison Malmsten, a marketing strategy analyst at Daxue Consulting who spoke to Reuters, the outbreak “redefines contactless food delivery.”

As lockdown continues, we’ll doubtless see more restaurants, grocery stores, and delivery services ramping up contactless delivery in the coming days and weeks.