>All they need to do is make their phone app a bit more usable and no one would need the kiosks.

No, please. Assuming everyone can and will use apps is a terrible idea. Apps are terrible for accessibility

- People who don't have phones

- People who do have a phone, but it can't install your app

- People who didn't bring their phones

- People who brought their phone, but it's out of batteries

- People who brought their phone, but it can't connect to the internet

- People who are not tech savvy enough to install/use apps

- People who can't use your app for disability related reasons

- People who don't want to use your apps out of some principle

- People who might be able to use your app, but it is just so tedious that the extra friction makes them not want to

None of these are small groups. Relying on app usage is business suicide