For self-checkout, we recommend retailers assess the most common types of interventions and their root causes; interventions caused by weight-based security are the most common. This awareness may lead you to disable the weight scale or widen the range of weight tolerances to reduce interventions. And while this may be a good strategy to reduce interventions, it could increase shrink at checkout. So, if you choose this approach, you might want to consider additional shrink deterrent methods (see Step 7).
There are other ways to reduce customer friction at self-checkout, like implementing auto tendering to simplify the tendering process. This can reduce customer transaction time by up to 10 percent and eliminate the need for customers to touch the self-checkout display—an important health and safety benefit during the ongoing pandemic.
Also, having well-trained self-checkout associates nearby to respond to unavoidable interventions, like approving the purchase of a restricted item (e.g., alcohol), will cut down on customer friction. Remember, customers already know they can expect some self-checkout interventions. What causes the friction is when there’s an intervention—but no associates readily available to help.
Read more: Increase participation and accuracy at self-checkout via design improvements