This is for the person responsible for the new (at least in my neighborhood) self-check-in kiosks at CVS Pharmacy, where patients have to enter their own info and then wait for their medication to arrive. So if you know them, please forward this to them.
DEALING WITH EXPECTED PAIN IS A LOT EASIER THAN UNEXPECTED PAIN, SO PLEASE STOP MOVING PAIN POINTS AROUND.
Let me explain: you killed a human interaction (some call it friction, some even call it human tax!) to increase the number of check-ins. This would make total sense if you were dealing with robots, since you could change their programming with a simple software update.
The wait belongs to the line, not the counter.
Don’t forget we’re all humans. Here are some quotes from the humans on both sides of the counter, from your own subreddit, r/CVS:
Pharmacist: “I think if they want the pharmacy to now be like a kiosk at McDonald’s, you need to also block off staff more. Because they still see us and there are no barriers, they still do the human thing which is stare directly at you and not read anything. They are still the same amount of chaotic entitled.”
Patient: “Patients have to type slow because your shit-ass tablets don’t work properly. If you type quickly, they’ll never register any of your touches. Put a goddamned keyboard on them.”
If the pharmacist is pissed and the patient is pissed, I wonder who’s benefiting from this. I’m sorry, but this is not even good enshittification.