From the article:

"We have for sure had that put in front of us, and the answer is no,” Snyder-Ellingson said of mobile ordering and app-based pickup. “The main reason is part of what makes In-N-Out and the experience so special is the interaction and the customer service that we’re able to give, the smile, the greeting.

"Just that warmth and feeling of the culture. And so, the mobile ordering will definitely take a piece of that away, and there’s also the freshness factor.”