And this doesn’t come as a shock to retailers; they understand that queues are one of their biggest operational pain points. But they’re often faced with dilemmas trying to manage them. For example, they often try to address growing queues by opening closed lanes or increasing the number of lanes to accommodate more shoppers during peak times, but that has an impact on labor. In many cases it means either pulling associates who are performing other tasks or adding additional labor. So are there ways to eliminate queues, increase transaction throughput or redesign the frontend to deliver better customer experience without increasing operational costs?
Start by analyzing the transaction data from your current frontend. Is it optimized to meet customer expectations? Do you have unused lanes particularly during lean times—and if so, could that space be used for grab and go merchandise? Are your self-checkouts consistently busy throughout the day? How many of your transactions are for small baskets compared to large basket sizes? Is the frontend optimized to handle both sizes efficiently?
Simplify the checkout process for shoppers. In the instant gratification age, shoppers expect easy, fast and safe checkouts. Are interventions frustrating shoppers and slowing down the checkout process in your store? Is there a way to improve the experience by simplifying the scanning, age verification and payment process?
Empower your associates. Would better visibility of transactions happening across your frontend increase your associates’ productivity? Would the ability to resolve interventions before shoppers have to call for assistance improve customer service with your associates viewed as better hosts?
Related: Frictionless Checkout - Reduce Retail Cart Abandonment