As you deploy self-checkout, the answer for the best way to manage and reduce stock loss is never an easy one because it typically involves multiple causes without concrete data to determine what they are. But finding the answer might involve asking yourself some questions first, like:
- Do you have a design that is optimized for better shopping flow?
- Can you ensure that the checkout process is simple and friction-free?
- How can you help store associates better monitor the self-checkout area?
A new study “Self-Checkout Loss: Increasing Participation and Scan Accuracy Through Design” from ECR Retail Loss Group, deep dives into the day-to-day experience of shoppers and store associates with self-checkout. And they specifically address how the design of your self-checkout can help solve some of the challenges you may be facing.
Here are some common problems to consider as you analyze and deploy self-checkouts in your store:
- Ad-hoc implementation to solve a specific problem, without considering broader data points, can result in intrusive designs that hinder shopper adoption
- Disorderly queues, congestion in the self-checkout area and friction at self-checkout contribute to an unpleasant and chaotic experience for hosts and shoppers—and these frustrations affect how shoppers use self-checkout
- Inconvenient and inefficient self-checkout procedures annoy shoppers and may lead to retail losses whether it’s mis-scans, non-scans and cart abandonment
- Hosts find it difficult to manage their self-checkout area and provide customer service and surveillance when there’s extensive multitasking, especially for long periods of time
- Self-checkout layout isn’t efficient, which greatly affects your hosts ability to manage the self-checkout area
- The systems that are in place for hosts to monitor self-checkout lanes and manage interventions aren’t easy to use or effective
- Diverse shoppers needs aren’t being met, which must be acknowledged and addressed across the self-checkout process
It is critical to understand your shoppers behaviors in your store, at the self-checkout, as well as the influence your associates have in managing shoppers’ needs.
Related: Using self-service technologies as a competitive advantage in a post-pandemic retail environment