What: Self check-out solutions, which have been around for a while, should have taken flight with the Covid-19 pandemic. However, they experience difficulties as customers are slow to respond and form new habits.

Why it is important: For department stores, tech is part of the equation, but probably less than customer relationship, education and ability to bring them a proposal with is actually a real solution answering a need, and not a new way of creating frustration.

Self check-out solutions are here to bring frictionless and fast payment solutions to customers. However, many US retailers experienced some issues with the deployment of such solutions, among which Wegmans or Walmart.

The issue is not the tech, which has been around for a while, but rather the time needed for the customers to adopt such a new feature in store. Theft is also an issue, which leads to the implementation of new barriers which are each new sources of frustration for customers. In addition, making sure that customers download the right app can also be quite of a challenge.

As a consequence, 67% of US shoppers are frustrated with such solutions, and only 21% of the 18-34 year-old customers (the most prone to adopting new habits) use them.

The issues with self-checkout solutions