Help me improve Self Service Checkouts.

[Aikman666]

Hi guys.

I'm currently working on a project for the NCR group. If you dont know who they are you have almost certainly used one of their products without knowing it - They are the worlds leaders in both ATM and self service tech.

Anyhoo this project involves me coming up with the next stage in self service around a supermarket.

What I want from you is just stories, insights. What annoys you about self service? What could be made better? Why do you go to the supermarket - Do you like to socialise?

Also for those with spouses etc. Does your partner ever text you or call you to tell you to pick up certain things?

If you want to throw anything at me at all - Any random thoughts lets have it.

I will also be doing my own research and asking people inside stores etc so if you are interested in the project keep an eye on my blog/twitter for updates.

Thanks in advance
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[Efes123]

[Aikman666]

[.....]

Piss off with those self service tills. I want a discount for doing it myself.

[LustyLew]

"Unknown item in bagging area. Remove this item before continuing..."

FUCK OFF!!!
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Like a Yorkie - I'm not for the girls

[Aikman666]

I've written a questionnaire to sort of streamline answers.
If you have anything to say to any of the questions I'd be extremely grateful.

[AngelGrinder]

The biggest problem seems to be caused by utter mong tards, and old people who can't seem to work them out... Somehow.

Also, the staff over seeing them always seem busy chatting, or overwhelmed as they are trying to look after the above mentioned retards.

Don't really know how you can fix that other than have 1 staff member per 2 machines... But that kind of defeats the point as they are there to reduce staff costs!
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[Marmalade]

Have an ID scanner like clubscan on the machine for age restricted items.

Waiting for some 16yo to tell me i can buy a 18 dvd is annoying.

Needs more r&d into the overall thing to stop the 'unreconised item in bagging area' that makes me want to put a hammer through it.
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[Rogerborg]

Self service is ace. Got a huge pile of change? Just start pouring it in.

Big bagging areas are great, small ones are hella annoying.

If I'm using a credit card, do I really need to have some slapper verify my age?

On the fruit and veg screens, scale them up to fit the available screen, rather than making me peer at loads of teeny pictures of tubers and leaves to find my Elbonian wiffle sprouts. Or better use, use BIG ENGLISH WORDS like the babyjesus used. I know what I'm buying and I can read a damn sight faster than I can play "find the beetroot". It should go without saying: Screw Johnny Foreigner, if he wants to buy a carrot, he can damn well learn the proper word for it.
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[Efes123]

[Charlie]

I only use self service if I really have to. Supermarkets make more than enough profit without having to employ less staff. They already destroy many local businesses, but at least they employ some local people. More self service machines means less people get employed, further destroying local economies.
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[james1988]

Categorising things properly needs to happen (maybe I'm anal about it because it's part of my degree - Information Systems but I do a tonne of database work). The other night I went to Morrisons to pick up some Coriander seeds and two Oranges for a brew. I couldn't be arsed to que so went to the self service checkout. Could I find the Oranges under the fruit heading? No chance. Out of desperation I even looked under vegetable. Nothing. Then it dawned on me, it was a loose item.

Now the question I have is why couldn't the sandle slapper who wrote the program for such a device have thought "hold on it's an Orange, they come loose and in packs. How can we work around this? I know lets have a sub heading after pressing Orange for loose item or packet and then a sub heading under that for the amount of Oranges."

I.E Fruit > Orange > Loose or in packs > Amount.

That I believe would work and save somebody else fannying about at the checkout. Maybe it's just me but things like this irritate me something chronic!

James

[MarkJ]

The self service tills in B&Q are the fucking worst. They never recognise any product for some reason.

Some sort of shock collar for the attendant who is supposed to be allowing me to buy beer.

[D O G]

I use self service 95% of the time, even if there is a manned checkout available. I think they are fantastic.

I also rarely have any problems with them. The only issue is the need for a person to come over and do the age verification on my screen - they should be able to do this from a central position. It would save a significant amount of time.

If I were a checkout bod, I'd be looking for a new job for sure.

[The Artist]

I like them, and I can handle using them fine. Others I see cannot. There should be a limit on the number of items people can buy through them to weed out the slow oldies who hold everyone up.

I use them because I want to avoid human interaction, not watch some old biddy counting out the exact change from her enormous purse when she could just put a £20 note in.

I know this isn't really a designing feature, more a supermarket rule but it was worth mentioning.

On the design side, not really sure. They do everything you want. You are always going to get people try and put something in the bag which they didn't scan so if there was a way to eliminate that, do that. I don't know how, I am not the designer, that is your job.

[fatpies]

[JonB]

The only issue with Self Service Machines are the idiots that use them.

You should have to past a test to use one and upon satisfactory completion get given a card and the machines would be set up that you could only start using a self service machine once your self service licence has been scanned.

That means only about 0.5% of the population could use them including me! Win.

More seriously, putting something in the software that restricts the amount of items purchased to 10 would be the best bet, there is nothing more annoying than aforementioned retards taking a trolley to a self service till, it is actually quicker at a manned till.

Oh, and out of the "BIG 4", Morrisons have the worst machines.
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[GhostRider]

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[Robby]

I doubt anyone on this forum is going to find self service checkouts difficult to use, just by using this forum we've proven that we're vaguely literate, can operate a computer, and have enough skill to pass a bike test (or CBT).

The annoying thing about self service checkouts is other people taking ages, or the attendant not clearing something fast enough.

One thing to make them faster, make it recognise loose items. If I put an orange on the scanner, it should be able to look at it and think "this is an orange", then pop something up on the screen saying "I think this is an orange, if it is, press the screen".

That and putting the barcodes on a smooth, prominent bit of the packaging. Annoying when they're tucked up in a fold and won't scan.

You should be asking women.

[The999Kid]

Whats the worst thing about going shopping?
The queues, i want to be able to get into the shop, grab what i want/need and get out so i can carry on with my day.

Do you usually go through manned checkouts?
only if the self service ones are closed or i have a trolley load of shopping

Do you find self service easy to use?
exceptionally. tis a doddle!

How do you usually pay for your shopping?
its an even split between card and cash, if i have cash on me i'll use that first.

If cash were to be eliminated would it bother you?
not particularly but seen as i have a habit of just grabbing a tenner and running to asda to find an "all plastic" till set up would irk me somewhat..

Do you use text to communicate to your partner what you need?
What partner?
Do you always have your phone with you?
yes

How comfortable are you using your phone?
very comfortable
If you were to get a new phone or there was a new self service facility – Which would take you longer to get used too? it'd take me 30 seconds on either... things are quite logical to be fair...

Touch to pay technology – How comfortable are you to use it?
i havent ever used it before... i dont know how to use it though it does at a glance seem a tad insecure

Would you be interested in storing your shopping list on your phone?
I already do in the memo/notes section

If people were eliminated from the self scan process completely – Would it bother you?
yes! how else woulld i get the anti theft tags taken off razor blades?!

When you go shopping do you like to take your time or rush through? neither a rush, nor a time wasting plod... i move with purpose and progression but not aiming to be a record breaking time.
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[The Artist]

[calyx]

Vegetable search option would be ace.
Maybe with a google like approach. for instance; "showing results for courgette instead of corejet."
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[Bendy]

I very rarely use self service checkouts. If I go to the supermarket, its for a 'big shop'. I go by myself. It's much easier to load everything onto the conveyor at my leisure, and let someone else scan it while I pack. Trying to do all three simultaneously, for no discount - no thanks.

Also, call me an old fart, but I like the fact that checkout jobs exist. It was always the great fallback - whatever happened to your career, you could go get checkout work at the local supermarket. I don't really want to see that go away.

If it does have to go away, then make it RFID so I can pack my trolley as I shop, push it through the scanning loop and be charged without all this scanning nonsense.



Whats the worst thing about going shopping?
The other people dithering about.

Do you usually go through manned checkouts?
Yes.

Do you find self service easy to use?
If you have a small shop, yes.

How do you usually pay for your shopping?
Card.

If cash were to be eliminated would it bother you?.
Nope.

Do you use text to communicate to your partner what you need?
What partner?
Incidentally, there is nothing sadder than seeing people having a phone discussion about what to purchase. Just make a fucking decision by yourself, you're buying washing powder, not a house.

Do you always have your phone with you?
No.

How comfortable are you using your phone?
Perfectly comfortable.

If you were to get a new phone or there was a new self service facility – Which would take you longer to get used too?
I wouldn't find either a challenge, but I'm more likely to use my phone.


Touch to pay technology – How comfortable are you to use it?
Fine.

Would you be interested in storing your shopping list on your phone?
Not particularly. I have done it on occasion, sometimes I use a bit of paper, mostly I just use my brain.

If people were eliminated from the self scan process completely – Would it bother you?
Morally, yes. Practically, no.

When you go shopping do you like to take your time or rush through?
I wouldn't say rush, but I like to get in and out as efficiently as possible.

[stinkwheel]

I totally detest being told what to do by a machine.

This leads to it going "Please insert your card."

"Yeah, yeah, gimme a second, I'm just getting it out of my wallet."

"Please insert your card."

"Uh. Huh."

"Please insert your card.".

"Please insert your card.".

*Light on checkout goes from green to amber.*

"Please insert your card."

"Please insert your card."

"I'm not finished putting stuff into bags yet fuckfeatures, I'll insert my card when I'm goddamned good an ready."

"Please insert your card."

"Please insert your card."

"Please insert your card."

"Please insert your card."

*Light goes red, attendant comes scooting over*

"Please insert your card."

"Pardon me Sir, are you having trouble using the machine? You just put your card in here."

"Please insert your card."

"Yer, I know. I'm not finished packing my bags yet."

"Please insert your card."

"Oh. Right. Ok then sir."

"Please insert your card."

"Please insert your card."

*Inserts card*
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[0ddball]

The worst bit is the constant "please remove the item and try again errors".

I hate the fact that the supermarkets are taking us for mugs and trying to squeeze every last penny of profit by cutting checkout staff. Despite this i still use self service as it's quicker, partly down to the fact that there are fewer real checkouts and longer queues at them.

Morrisons do have the worst ones by far. I rarely go there now as a result.
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