THE END OF HUMAN CHECKOUTS?
Self service points give shoppers the opportunity to browse though an outlet and purchase items at a human
free checkout kiosk. After experiencing one of these checkout stations at a Sydney Big W store last weekend,
we decided to investigate further.
We found more and more retailers are introducing these automatic teller machines to aid consumers in a
speedy checkout. Last week Woolworths committed to installing self-service checkout terminals in 70 stores
by the end of June and in all new and refurbished stores. But its not just supermarkets where they can be
found, this technology is helping reduce queues at airport check-in counters, banks, kiosks even allow people
to rent DVDs and develop their photographs without human contact.
Convenience is the driving trend behind these kiosks and has emerged from our increasingly demanding
lifestyles and extended work hours. Although helpful, these kiosks aren’t flawless. We experienced some
problems when trying to purchase products, and witnessed other shoppers becoming frustrated with issues
relating to the machines. No doubt the flaws will be fixed in the trial process and we see the use of selfcheckouts
increasing as retailers look to cut costs and offer consumers a more flexible and quicker shopping
experience. However, its highly unlikely they will replace staffed checkouts altogether. We believe it’s going
to be a mix of human and self-checkouts, catering for different people and different shops.
