HBS Managing the Future of Work Shake Shack’s test kitchen: Developing a good jobs and automation combo
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May 21, 2025 Steph So, Chief Growth Officer at Shake Shack, shares her insights on how technology reshapes the dining experience. She discusses the impact of self-service kiosks on labor dynamics, emphasizing the balance between operational efficiency and the human touch. Alongside Chris Stanton from Harvard Business School, they explore employee engagement strategies in fast food, the evolution of customer interactions through innovative tech, and surprising employee preferences for more challenging roles, highlighting how these changes enhance guest experiences.
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Cross-Training and Automation Benefits
- Cross-training employees across multiple stations keeps jobs engaging and operationally flexible.
- Automating repetitive, less enjoyable tasks improves both worker satisfaction and guest experience.
Prioritize Employee-Centered Culture
- Build a workplace culture that truly respects and listens to employees.
- Invest in employee well-being and tailor approaches to suit different workplace needs.
COVID Accelerated Kiosk Adoption
- During COVID, Shake Shack paused kiosk rollout to address hygiene concerns and found new ways to empower customers.
- The kiosk replaced tedious order entry, enriching customer and staff interactions.