Rehumanising the Self-Checkout Experience

The adoption of self-checkout has been rapid, and is set to grow in grocery stores, where for many, the self-checkout machines will represent over 50% of all transactions, and beyond, in retail channels such as drug, fashion and home improvement. However, the implementation of self-checkout has its challenges, which can lead to losses and frustrated shoppers.

In our second collaboration with Central Saint Martins, University of Arts London, we tasked their design students to find new design ideas that address these frustrations and reduce losses.

As with all ECR reports, we never prescribe “solutions” but more, we promote new ways of thinking, principles, and frameworks that retailers can take from the report and use to generate discussion and new thinking in their business, where the five design ideas in this report can be the inspiration.