Retailers have the option to go to DIY checkout


Skipping the lines is always a luxury. Whether it’s skipping the lines at Disney World or the local supermarket, the feeling of empowerment is the same. When it comes to supermarkets, think about how self-checkout options allow consumers to go through what might otherwise involve 10-15 minutes of standing, as well as a lot of stranger contact and manipulation.

Indeed, the adoption and use of self-service or DIY checkout – in all retail stores, not just grocery stores – is expected to explode, from the $ 40 billion in consumer spending currently in the United States. United to $ 80 billion by 2026, according to a report from PYMNTS and Toshiba. .

Read more: The new expectation of retail

This doubling in capacity can’t come soon enough, because while consumers want and love to cut the line, a separate survey showed that almost a third of consumers (29%) currently think self-service is more. Slower than traditional checkouts, PYMNTS ‘survey of over 2,000 US consumers. While the need for capacity is clear, the study also found the need for further revisions, with 15% of respondents citing concerns about self-checkout errors, and an additional 14% saying current systems are difficult to use.

Other critical points and areas for improvement include the digitization of pricing and promotional issues, handling of age-restricted or security-tagged items, and packaging and packaging.

Granted, self-service is something big players like Walmart, Target, and Home Depot have already widely implemented. But e-commerce giant Amazon is also actively trying to do away with cashiers in favor of payment processing through its Just Go contactless technology that it uses in some of its small-format stores and that it offers to other retailers like Hudson’s and Quick Service Restaurants (QSRs) such as Starbucks.

Likewise, Amazon has also implemented palm scanning via biometric monitoring to allow people to access certain parts of a Starbucks store, such as where the snacks are. This technology is also used by Amazon in concert halls as a standalone, contactless ticketing and payment method and as a means of confirming concert entry.

Bridging the gap between self-checkout supply and demand

Although far from perfect, the self-service checkout offers many advantages that arguably outweigh the disadvantages, such as being faster for consumers and less burdensome for staff as it frees the need for cashiers in person. According to PYMNTS, most consumers – 66% – say self-service is faster than the alternative.

Self-checkout, when it works as expected and doesn’t burden the consumer, is an easy entry-exit experience that allows consumers to reduce friction during a transaction.

Consumers generally tend to agree. There appears to be a strong demand for self-checkout options. Most consumers (80%) have an interest in trying non-traditional payment options such as self-service, according to PYMNTS research. Those who haven’t tried it yet would be willing to give it a try. However, only 1 in 3 consumers prefer the self-service checkout to the traditional checkout.

Nonetheless, a key fact impacting data like this is that most consumers do not have access to self-checkout options. According to PYMNTS, 41% of consumers say they do not use the self-checkout system because it is not an option for them where they shop.

Breaking this statistic down further in terms of the generational divide, almost half – 46% – of millennials (who tend to favor digital over non-digital) who used traditional payment said it was because the self-service payment was not an option.

Snags = Opportunities for innovation

Despite all of its consumer support and growing deployment, self-checkout can still be onerous, but these pinch points and potholes of today are the solutions of tomorrow and represent key opportunities for retailers improve the user experience, especially in environments other than the grocery store.

The bottom line is that since most consumers like and prefer having the choice for self-checkout (in most cases) as a faster and easier option, retailers need to make sure it stays fast. , easy and available if they want to be the preferred choice of consumers.

As such, self-service checkouts require both a scale-up and an overhaul. There may be a way for the consumer to verify an age-restricted purchase without involving staff, or better artificial intelligence can be used to automatically determine what type of product or pants the consumer is buying. It’s innovations like these – however they end up doing it – that will reduce the burden on consumers, skip steps, and increase adoption rates and loyalty for self-checkout.

“Retailers who execute self-service strategies aligned with their customers’ expectations are excellent,” PYMNTS and Toshiba found. “Retailers have a responsibility to effectively communicate the value of the self-service kiosk and remove the customer experience barriers that hinder its adoption. “

If that happens, that dizzying feeling shouldn’t be reserved for Disney World.



On:More than half of American consumers think biometric authentication methods are faster, more convenient, and more reliable than passwords or PINs, so why are less than 10% using them? PYMNTS, working with Mitek, surveyed more than 2,200 consumers to better define this perception gap from usage and identify ways in which businesses can increase usage.


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