Starbucks employees are facing challenges as customers order via the app while in the drive-thru, leading to confusion and delays in drink production.
Employees highlight that many customers don't use the app correctly, failing to consider order prioritization, ultimately impacting the efficiency of service.
The drive-thru and mobile ordering systems are designed to work separately, but the behavior of some customers disrupts this process, creating more work for baristas.
The trend of app ordering just before or during drive-thru waits reveals potential areas for improvement in Starbucks' order prioritization and preparation workflow.
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