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My biggest problem is the use of "dark patterns" in the UX of POS systems. Firstly, a tip should be something that is asked for AFTER the service has been provided, as it's meant to both reward and incentivize good service. Modern POS systems have broken this construct by prompting for a tip at places like Panera, Five Guys, Starbucks, and others before any service has been received. Secondly, a tip should be directed to those who provided the service. Yet, in the POS systems described above, there's no way to know who is receiving the tip. Oftentimes even the manager doesn't know. Lastly, IF the above is going to be violated, then, at the very least, a customer should be assured that the staff behind the counter will not see the tip amount right away. As it is, I'm made to worry that if I don't tip well, the staff will see it and adjust the service I get. The whole process is guided by dark patterns that seek to leverage guilt and the threat of being perceived as a bad customer to extract higher tips in lieu of raising wages and adjusting prices to match. |