Introduction I Have Been Working As A Self-Checkout Attendan

Introductioni Have Been Working As A Self Checkout Attendant For Kroge

Introduction I have been working as a self-checkout attendant for Kroger on Two-Notch Road for over two years. From my first-hand experience with self-checkout registers and their users, I am familiar with their advantages over traditional checkout lanes. The main advantage that self-checkout lanes offer to retail stores is that they require less long-term investment than traditional checkout lanes. The cost of keeping several cashiers employed is much more expensive over time than installing several self-checkout lanes and employing one attendant to maintain them. For retail stores to be competitive in the future, the use of self-checkout lanes is a necessity.

However, self-checkout lanes are less convenient than traditional checkout lanes for users in several ways. Self-checkout technology is a relatively recent innovation and has design limitations that will take time to remove. In this paper, I will briefly discuss three common problems I see users in my store struggle with at self-checkout, and brainstorm 15 workable solutions to these problems.

Problem #1: Limited Space

One of the major limitations of current self-checkout lanes design is that they are intended to process a maximum of 15 items. My store uses the same model register as the one displayed in the image below. The yellow boxes in this image outline the two surfaces on the register that users must place items on after scanning. These surfaces are used by the register to weigh scanned items. After an item is scanned, the scanned item must be placed in one of these two areas before the transaction can proceed. If an item is not placed in one of these areas within 30 seconds of being scanned, or the weight detected in one of these areas decreases, the register will refuse to scan any more items. This process becomes problematic when a user attempts to scan more than the recommended 15 items. The user will run out of available space in the two areas and may be tempted to remove some of their scanned items to make room for more items. If an user does this, the register will detect a negative change in weight in the two areas and will refuse to continue the transaction until an attendant manually overrides the register. This scenario is common, and I must provide a manual override for most transactions that involve more than 15 items. Figure 1. Image displays the two areas on the register that can weigh scanned items. Note that the small shelf on the right of the register does not have a scale and cannot be used to detect scanned items.

Problem #2: Card Payment Method

To pay for a transaction using a card, users should first press the “Pay Now†button on the main screen, then select “Card†as their method of payment on the main screen, and finally insert their card in the card reader attached to the register. Pictured below is a register of the same model that is used in my store, with its main screen and card reader highlighted. Figure 2 - The main screen and Verifone card reader are highlighted. After scanning their items, many users will insert their card into the card reader without navigating to the payment screen using the “Pay Now†button on the main screen, or not select the “Card†method of payment on the payment screen. In this scenario, the card reader will display the message “Processing†until the correct payment method is chosen on the main screen. The user in this scenario will usually be confused as to why it is taking so long for the payment to process. When this happens, I must inform the user of the correct payment process. Many users have told me that it is inconvenient that the register does not automatically select the payment method if a card has been inserted in the card reader. This is a good point, as it can be safely assumed that once a user inserts a card into the card reader, that user intends to pay using a card. There is no need for the user to manually declare their method of payment in this scenario, as inserting a card into the card reader is sufficient declaration of intent.

Problem #3: Coupons

When a user wishes to use coupons while making a transaction at a self-checkout register, they must push to the “Coupon†button on the payment screen. Users then wait for an attendant to manually verify, scan, and take their coupons. Below is a payment screen that shows where a user may find the “Coupon†button. Figure 3 - This payment screen shows where a user declares they wish to use coupons. Note that this payment screen is from a different model of self-checkout register than the model used by my store, but this payment screen is similar enough for this explanation. Many users that desire to use coupons express their frustration that they must wait for an attendant to verify their coupons. This process makes them question the automatic nature of self-checkout registers. Users should be able to checkout without assistance at self-checkout, as the “self†in the name of self-checkout implies, and this coupon process makes this principle untrue.

Brainstorming

User Needs Problem

1. Self-checkout registers could have more available space to place scanned items. The unused side shelves could have scales added to detect scanned items.
2. The registers may include a scanner or camera that can detect scanned items in a user’s cart, so scanned items do not need to be weighed.
3. The registers may be more convenient if they didn’t require scanned items to be weighed.
4. Users with more than 15 items should not be allowed to use current self-checkout registers. They should be asked to checkout at a traditional lane, because the self-checkout registers are not designed to process more than 15 items.
5. Attendants can assist users with large orders and stay nearby to provide manual overrides, so users with large orders do not need to wait for assistance.

Solutions for Problem.

1. If a user inserts a card in the card reader after scanning their items, the register should automatically understand that the user wishes to pay using a card.
2. The card reader screen should inform the customer that they need to select a method of payment on the main screen before inserting a card, instead of displaying an unhelpful “Processing†message.
3. There should be only one screen for customers to look at, to prevent possible confusion. Many customers only focus on the card reader screen after scanning their items and forget to check the main screen.
4. Using mobile apps like Apple Pay or Samsung Pay to pay can prevent users from experiencing this problem. Using these apps will automatically inform the register of your method of payment.
5. Self-checkout registers could be made to not accept a card until a user has manually selected the card payment method on the main screen. This would prevent the user from experiencing the endless “Processing†problem.

Problem. Self-checkout registers could have a coupon acceptor, that takes coupons from customers. This acceptor could work similarly to a bill acceptor.

1. Customers could be allowed to scan coupons without assistance but be required to turn in coupons after completing their order.
2. This will prevent the need for an attendant to manually verify coupons before the customer is done with their order.
3. Digital coupons connected to a user’s store account do not require manual verification by an attendant. Registers could be made to only accept digital coupons so users with coupons would not require assistance with coupon verification.
4. The use of coupons could be prohibited at self-checkout. As compensation, all items are discounted by a small amount when going through self-checkout (excluding federally restricted items like alcohol and tobacco).
5. Coupons could be turned in to the attendant before scanning items, instead of after scanning items.