When surveyed customers about self-checkouts, they found 60 percent of people prefer dealing with a human when paying for their purchases. Big Y Foods, Costco and Albertsons in the U.S., and Morrisons in the U.K have all uninstalled self-checkouts While some retailers such as Walmart and Home Depot continue using self-checkouts, others have given up. Things haven’t always worked out as planned. Retail organizations started installing self-checkouts about a decade ago to expedite the process and save money on employee compensation. A smile and thank you from a cashier beats a frustrating experience with automation any time. So much for expediency! You go through this once or twice, and next time you decide to take your chances at a regular checkout. If human intervention is unavoidable, then what’s the point? The time you were supposed to save at self-checkout just turned into a five-minute battle of wills with a machine self-checkout, that only a human equipped with an override key can arbitrate. The conveyor belt kicks into reverse, and your items are back at the scanner. Then the station keeps insisting you place your two items in a bag even if you don’t want to. Or the option for yellow onions doesn’t appear to be available, though the monitor is telling you it will take Vidalia, Bermuda, pearl, Maui, red, green – just about any onion but the ones you have. Perhaps the scanner can’t scan a coupon or an item’s bar-code. Something always seems to go wrong, prompting the self-checkout machine to inform you an attendant is on the way to help. ![]() If you’ve been through a self-checkout lane at a supermarket or department store, you’ve probably concluded that “self” is more aspiration than reality.
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