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Brought to you by Retail Insider and Webloyalty

Following the launch of the Digital Retail Innovations 2016 Report (sponsored by Webloyalty) a series of Q&As with the leading figures behind some of the key entries in the report are being published.

Here is a Q&A with Vincent McKevitt, founder, Tossed, that is placed at number 13 in the report.

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1. How did the original idea come about for cashless outlets?

One of the challenges of serving customisable healthy food made to order, is that whilst it gives our guests an element of choice (which is very important to us because one person’s health needs are different from the next) it gives guests decisions to make, which is ultimately slower than going and picking something up of a shelf. So ultimately the [order and pay] kiosks help the issue of serving our guests faster at peak times and we are always looking for ways to make it quicker for our guests.

2. How have customers handled it?

Customers love it. They love the ease of use and very few miss cash. On opening our first cashless store, only one person came in who didn’t have a card or Apple Pay. They enjoy the extra browsing time without any pressure and the ease of customisation of their order.

3. Have there been any surprises with how it has been used/adopted?

The ease of use has probably been the most surprising thing. We originally thought we’d have to have team members explaining to guests how to use the kiosks but they walked in and used them like they’d been using them for years. This is a combination of consumers being more digitally-savvy in this day and age and also our smooth ordering process.

4. How has the solution been developed / advanced over time?

We only installed it this year so we are focusing on rolling it out across the estate. We have some major innovations coming through next year.

5. What can we expect it to be developed in the future – purely app-based and no tablets?

We are shortly relaunching our app and our online ordering. We see this as the next step in increasing convenience and ease of ordering for our guests. We think society is still some way off enabling Tossed to be a purely online and app business.

6. Do you have any recommendations for entries in the next Digital Retail Innovations report?

Us.

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