<p><img src="https://static3.businessinsider.com/image/5ff8b5cdbde805001980bf2a-2400/2020-07-15t131720z_1_lynxnpeg6e101_rtroptp_4_chipotle-investor.jpg" border="0" alt="FILE PHOTO: The logo of Chipotle Mexican Grill is seen at the Chipotle Next Kitchen in Manhattan, New York, U.S., June 28, 2018. REUTERS/Shannon Stapleton" data-mce-source="Reuters" data-mce-caption="The logo of Chipotle Mexican Grill is seen at the Chipotle Next Kitchen in Manhattan"></p><p></p><bi-shortcode id="summary-shortcode" data-type="summary-shortcode" class="mceNonEditable" contenteditable="false">Summary List Placement</bi-shortcode><p>Chipotle joined other fast food brands investing in drive-thru technology and online ordering with Chipotlanes. I visited one in Canandaigua, New York to document the experience.</p><p>By early 2019, Chipotle had <a href="https://www.businessinsider.com/chipotle-adding-more-drive-thru-chipotlanes-2019-2">10 US Chipotlanes</a>, and executives told Insider that they planned to open dozens more, while also investing in digital ordering. Chipotle's digital sales exploded during the COVID-19 pandemic, making up <a href="https://www.businessinsider.com/chipotle-digital-sales-up-216-customers-choose-carryout-over-dine-in-2020-7" data-analytics-module="body_link" data-analytics-post-depth="100" data-uri="5195fd954971e96b59c9775a6ed7768a">more than half of sales in 2020</a>. Now, the brand is investing in building more online-order only <a href="https://www.businessinsider.com/chipotle-digital-sales-up-216-customers-choose-carryout-over-dine-in-2020-7" data-analytics-module="body_link" data-analytics-post-depth="100" data-uri="5195fd954971e96b59c9775a6ed7768a">"Chipotlanes"</a> and opening new locations. CEO Brian Niccol said in an earnings call that Chipotle plans to <a href="https://www.businessinsider.com/chipotle-wants-to-double-its-number-of-us-restaurants-2020-7" data-analytics-module="body_link" data-analytics-post-depth="100" data-uri="7367d3701b81c2cec0612e064338e397">more than double its locations.</a></p><p><em><strong>Read more: <a href="https://www.businessinsider.com/fast-food-chains-turn-to-drive-thru-during-pandemic-2020-8'r=mm-sub">Shake Shack, Panera, and Chipotle open drive-thrus to keep up with fast-food rivals like McDonald's and Taco Bell</a></strong></em></p><p>The expansion comes as fast-food and fast-casual brands across the country are optimizing drive-thrus. <a href="https://www.businessinsider.com/mcdonalds-chipotle-double-down-on-high-tech-drive-thrus-2019-10" data-analytics-module="body_link" data-analytics-post-depth="80" data-uri="cfd0d0af0d6ecf66b5163ed5e0f27e39">Drive-thru orders</a> have grown across the fast-food industry since the pandemic <a href="https://www.businessinsider.com/mcdonalds-drive-thru-improvements-and-new-packaging-2020-11#mcdonalds-introduced-a-packaging-refresh-across-the-chain-1" data-analytics-module="body_link" data-analytics-post-depth="80" data-uri="c80b008cd499be172fc3f0289aec6b7d">closed many dining rooms</a>. McDonald's, already a drive-thru heavy hitter with 25,000 worldwide, says that 70% of sales in top markets are drive-thru orders. Even <a href="https://www.businessinsider.com/sweetgreen-drive-thru-planned-for-colorado-in-2021-2020-12">salad chain Sweetgreen</a> is jumping on the trend.</p><p>Chipotle works on an assembly line type model, where customers move down the line of ingredients to choose what they want in a burrito or bowl. Chipotle locations also run a second assembly line behind the scenes dubbed the <a href="https://www.businessinsider.com/chipotle-testing-new-restaurant-designs-digital-push-2019-12">"digital make line"</a> in 2019. That section is focused on making mobile and delivery orders, the kind that would make up business at a Chipotlane. With digital sales exploding, Chipotle announced plans to hire <a href="https://www.reuters.com/article/us-chipotle-workers/chipotle-plans-on-hiring-10000-workers-to-support-drive-thru-expansion-idUSKCN24G1UN">10,000 new employees</a> to handle digital sales this summer.</p><p>Here's what it's like to order from a Chipotlane. </p><p><strong>SEE ALSO: <a href="https://www.businessinsider.com/burger-king-redesigned-logo-and-signs-with-whopper-2021-1" >Burger King is changing its logo after 20 years in a massive rebrandsee what the new packaging and employee uniforms will look like</a></strong></p><h3>Downloading the Chipotle app is necessary for all mobile orders. When the app is open, it shows nearby Chipotle locations, and specifically marks Chipotlane locations.</h3><img src="https://static4.businessinsider.com/image/5ff8979cd184b30018aadcbb-400-300/downloading-the-chipotle-app-is-necessary-for-all-mobile-orders-when-the-app-is-open-it-shows-nearby-chipotle-locations-and-specifically-marks-chipotlane-locations.jpg" alt="" /><br/><br/><h3>Select a particular restaurant to get the exact address, phone number, and hours. From there, you can choose to order from that location or favorite it.</h3><img src="https://static2.businessinsider.com/image/5ff897b1d184b30018aadcbc-400-300/select-a-particular-restaurant-to-get-the-exact-address-phone-number-and-hours-from-there-you-can-choose-to-order-from-that-location-or-favorite-it.jpg" alt="" /><br/><br/><h3>From there, the entire menu is on the app. I actually prefer digital ordering at Chipotle in particular because the line doesn't get held up by one person looking at the options.</h3><img src="https://static3.businessinsider.com/image/5ff897e2d184b30018aadcbe-400-300/from-there-the-entire-menu-is-on-the-app-i-actually-prefer-digital-ordering-at-chipotle-in-particular-because-the-line-doesnt-get-held-up-by-one-person-looking-at-the-options.jpg" alt="" /><br/><br/><h3>It's also easy to duplicate orders and add on sides like chips and guac before checkout.</h3><img src="https://static1.businessinsider.com/image/5ff897f8d184b30018aadcbf-400-300/its-also-easy-to-duplicate-orders-and-add-on-sides-like-chips-and-guac-before-checkout.jpg" alt="" /><br/><br/><h3>You can choose to either pickup in the drive-thru or inside when you place your order.</h3><img src="https://static4.businessinsider.com/image/5ff89814d184b30018aadcc0-400-300/you-can-choose-to-either-pickup-in-the-drive-thru-or-inside-when-you-place-your-order.jpg" alt="" /><br/><br/><h3>You also choose a pickup time so your food is ready when you get there.</h3><img src="https://static4.businessinsider.com/image/5ff89842d184b30018aadcc1-400-300/you-also-choose-a-pickup-time-so-your-food-is-ready-when-you-get-there.jpg" alt="" /><br/><br/><h3>Pay with Apple Pay or another credit card by entering information into the app.</h3><img src="https://static6.businessinsider.com/image/5ff8bf58d184b30018aadda1-400-300/pay-with-apple-pay-or-another-credit-card-by-entering-information-into-the-app.jpg" alt="" /><br/><br/><h3>The actual Chipotle, which opened in December, was not very busy. It was in a strip mall-like plaza with a few other stores and an urgent care center.</h3><img src="https://static3.businessinsider.com/image/5ff89a45d184b30018aadcd9-400-300/the-actual-chipotle-which-opened-in-december-was-not-very-busy-it-was-in-a-strip-mall-like-plaza-with-a-few-other-stores-and-an-urgent-care-center.jpg" alt="" /><br/><br/><h3>The doors advertised contactless pickup and delivery, although you could also go inside and order at the counter.</h3><img src="https://static4.businessinsider.com/image/5ff8a155d184b30018aadcff-400-300/the-doors-advertised-contactless-pickup-and-delivery-although-you-could-also-go-inside-and-order-at-the-counter.jpg" alt="" /><br/><br/><h3>For online orderers who opted not to use the drive-thru, a pickup counter had orders set out by last name.</h3><img src="https://static4.businessinsider.com/image/5ff8c07cd184b30018aadda6-400-300/for-online-orderers-who-opted-not-to-use-the-drive-thru-a-pickup-counter-had-orders-set-out-by-last-name.jpg" alt="" /><br/><br/><h3>But we weren't here for that. Outside, signs directed drivers to the drive-thru.</h3><img src="https://static6.businessinsider.com/image/5ff8a105bde805001980bec0-400-300/but-we-werent-here-for-that-outside-signs-directed-drivers-to-the-drive-thru.jpg" alt="" /><br/><br/><h3>The drive-thru is fairly standard, without the multiple lanes or interactive boards some brands are adding. It only has one window though, because it is only for picking up food; all ordering and payment is already done by the time you get there.</h3><img src="https://static3.businessinsider.com/image/5ff8c0d3d184b30018aadda9-400-300/the-drive-thru-is-fairly-standard-without-the-multiple-lanes-or-interactive-boards-some-brands-are-adding-it-only-has-one-window-though-because-it-is-only-for-picking-up-food-all-ordering-and-payment-is-already-done-by-the-time-you-get-there.jpg" alt="" /><br/><br/><h3>The food comes in a large paper bag with a receipt stapled on it.</h3><img src="https://static1.businessinsider.com/image/5ff8c16fbde805001980bf5a-400-300/the-food-comes-in-a-large-paper-bag-with-a-receipt-stapled-on-it.jpg" alt="" /><br/><br/><h3>Each individual order, like my burrito bowl, also has a sticker with the name and ingredients, so you can immediately see that you got the right order.</h3><img src="https://static2.businessinsider.com/image/5ff8c1f1bde805001980bf5c-400-300/each-individual-order-like-my-burrito-bowl-also-has-a-sticker-with-the-name-and-ingredients-so-you-can-immediately-see-that-you-got-the-right-order.jpg" alt="" /><p><p>Drive-thrus and mobile ordering are the future and we're only going to see more of it. Also it's ideal for a place like Chipotle with a lot of customization</p></p><br/><br/>
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