User experience and UX of self-checkouts

More and more chains are introducing self-checkouts to their brick-and-mortar stores. What’s more, the usefulness of self-checkouts turns out to be appreciated not only in large supermarkets but also in smaller, local stores or service outlets. Faster shopping and full control over the payment process are undoubtedly their advantages, but is it worth considering how the UX design of self-checkouts affects the shopping experience?

Usability of self-checkouts – what affects the UX level?

A few years ago, recordings from brick-and-mortar stores that show users struggling with a non-working scale at a self-checkout or a jammed message repeating the same command over and over again. However, the development of technology and software has made such challenges less and less frequent, and modern self-service systems allow you to operate intuitively, which is why SCO checkouts effectively improve customer service.

The usability of self-checkouts is essential in the context of continuous development. After all, the design (of both the cash register and the software) determines how easily and effectively users can use them. Convenient arrangement of interface elements, intuitive instructions, minimising the risk of errors when scanning products, and placing them on scales or payments are the basics of good UX design of self-checkouts. For many people, a large screen with clear inscriptions, clear messages guiding through the entire payment process, and the possibility of paying in cash are also very important.

How does a self-checkout work?

How to operate a self-checkout? The process itself is relatively easy.

SCO (self-checkout) in larger grocery stores is usually equipped with a barcode scanner, scales, a basket for storing products, and a payment terminal. In DIY stores, on the other hand, you will not encounter scales or a basket.

When approaching the checkout, the customer scans the products individually and puts them away. The checkout analyzes whether their weight is correct and accepts, allowing them to monitor the following item. Then the customer can proceed to checkout – the checkouts are equipped with touchscreens and speakers that provide step-by-step instructions. Self-checkouts with RFID support are also appearing. You can read more about the differences between codes in the article: RFID, barcodes or QR codes – what should you choose?

It is worth mentioning that the visual recognition system uses artificial intelligence and machine learning to identify products based on their shape or colour, for example. The Biedronka chain of stores uses such a solution, among others, to minimise the risk of mistakes when choosing products.

How to pay at a self-checkout?

After the product scanning is completed, the customer can proceed to payment. At the beginning, the most common question is about the NIP (if the customer wants to take purchases on invoice), then it’s time for:

• Selection of the payment method—On the screen, select the preferred form of payment: cash (if available), payment card, mobile application, or BLIK.
• Make a payment – the terminal displays the amount to be paid, and the customer places the card or enters the PIN. In the case of cash payments, the cash register instructs where to put the money and gives the change automatically.
• Confirmation – the cash register asks to print a receipt (when paying by card), and after completing the transaction, it prints a receipt and closes the process. The cash register is ready for the next customer.

See also what a hybrid checkout solution can be based on – a device that allows you to use it as part of a traditional and self-checkout.

UX design of self-checkouts – what do you need to keep in mind?

We know that how a self-checkout works strongly impacts the consumer experience. Therefore, manufacturers (cash registers, software) and stores must consider several important aspects.

It is essential to refine intuitiveness – screens should be legible, and messages should be understandable and straightforward. The user must understand each step without any problems. Another issue is the speed of action. Self-checkouts should not get stuck; instead, they should quickly register products and respond to user interactions to not discourage customers. It is certainly worth focusing on adapting cash registers to the needs of different users – today, the possibility of using them by the elderly or people with disabilities can be a challenge. Still, with a well-implemented UX, it does not have to be.