The failure of self-checkout technology • Hacker News Board

Re: The failure of self-checkout technology

#381

Post by gspencley » Wed, Jan 17, 2024, 2:12 PM UTC

I hate waiting in lines almost more than any other "chore" in life. I'd honestly rather file a tax return. I find that in my city self-checkouts tend to move much faster. There is often a machine available already, so no wait at all, and if not the waits are much shorter. So for this reason, self-checkouts have been a wild success for me.

What bothers me about a lot of self-checkout machines are the annoying attempts to "up-sell" me on stuff; in quotes because these hoops that you need to jump through before paying are not always trying to literally sell you something. No, I don't want to scan a loyalty points card. No, I don't want to donate to your charity. No, I don't want an email receipt just print it please. And I don't care about whatever announcement you want to shove in my face before I can pay. Just let me pay and be on my way already FFS.

Re: The failure of self-checkout technology

#382

Post by jtbayly » Wed, Jan 17, 2024, 2:12 PM UTC

CM30 wrote: post #248

It feels like almost all the issues with self-checkout technology come from the attempts to minimise shoplifting, which don't even seem that effective at doing that. In theory, a system that let you scan products the same way checkout staff do without any weight checks or bagging area rules or other interruptions would be incredibly efficient. Especially if you could do things like scan the same product multiple time…

I disagree. The majority of the problems that I run into with self-checkout are related to not being able to buy items I picked up off the shelf like Mucinex or children's cough syrup or alcohol without getting an employee to check me out... at self checkout.

What's the point of "self" checkout if somebody is required—not by failure of the system but by rules—to come help me several times during the process?

Edit: at least with alcohol I know it’s coming. But it feels like every time I try to use self-checkout I’m foiled by surprise rules about particular items.

Re: The failure of self-checkout technology

#383

Post by Symbiote » Wed, Jan 17, 2024, 2:12 PM UTC

cmullaparthi wrote: post #57

Faaak wrote: post #30

I really like those that you can find in Switzerland (either in Coop or Migros). The basic assumption is "trust the customer". Thus, the self-checkout devices don't have the annoying "you must weight the article you just scanned". You just scan them one by one, add them to your bag, pay at the end, and that's it. Sometimes (it happens to me around 1/year) you get a random search, which is not that bad as they just ra…

Waitrose in the UK is like that. They seem to place trust in the customer which feels nice. I don't know if they have some clever ways of monitoring customers, but it feels good not to be treated with suspicion. I've never had anyone check my bags. Sainsburys annoys me every time. The slightest delay in putting the scanned item on the scale and it starts nagging you, very loudly. I avoid them as far as possible. M&S…

The machines at one supermarket chains in Denmark are exactly the same as at Sainsbury's, even with the same woman's voice if you set it to English on the starting screen.

However, they are much less annoying here. I assume it's all just parameters that are tuned to local requirements.

(Have you swiped your Nectar card?)

Re: The failure of self-checkout technology

#384

Post by chrisdhal » Wed, Jan 17, 2024, 2:13 PM UTC

snakeyjake wrote: post #146

>employees who get taken away from their other duties to help customers deal with the confusing and error prone kiosks. I have seen these customers. I do not understand. What are they doing at the self-checkout that is confusing? I have used dozens of different implementations and they are all simplicity incarnate. So I just lump them all in with the folks who don't know that cars need oil changes, take more than 45…

At BJs (smaller version of Costco), they have self checkout almost exclusively. They also have a constant deal of "mix and match" 2 types of potato chips. The problem is that their system is not setup to ring those up correctly, so when you scan one bag it immediately stops and lights up the "need help" light. Then you need to wait until the attendant comes by and clears it up. After about the 3rd time you realize that they just scan a code that's taped to the register so you quickly start doing that yourself. This product also prevents you from using the app to do the "scan and pay in the app and skip the checkout".

This is obviously something that should be fixed in the system, but it's nothing that the consumer can do anything about.

Re: The failure of self-checkout technology

#385

Post by throwaway2037 » Wed, Jan 17, 2024, 2:14 PM UTC

Not to trot out the ol' meme: "Just as AI/ML", but why don't they add a camera that can guess what is your fruit/veg, or at least suggest 2-3 items that look close? That would solve a lot.

In Hongkong, most major supermarkets have self-checkout sections now. Usually, there is a single person standing by to fix any issues. I am sure the labour cost for checkout is much lower in those areas.

In Tokyo, Japan, most convenience stores have at least one self-checkout register. (Can anyone comment about combini other regions of the country? And, Aeon: Do they have self-checkout yet?) The interface in each chain takes some getting used to (so many steps!), but then you get the hang of it. Unsurprisingly, many natives continue to queue for service, even if it takes longer than self-checkout.

Can anyone comment on the situation in Singapore, another highly developed, but very low crime location?

Re: The failure of self-checkout technology

#386

Post by gosub100 » Wed, Jan 17, 2024, 2:15 PM UTC

The biggest design flaw I've noticed has no technology whatsoever: the shelf where you set the basket isn't long enough to accommodate the whole basket! So you can set the basket down, and if you take away a heavy item on the "load bearing" side, your basket will fall down! I can't..even..comprehend how stupid this design is.

Re: The failure of self-checkout technology

#387

Post by TrackerFF » Wed, Jan 17, 2024, 2:17 PM UTC

You'd think the article was written by a rep from the cashiers union.

I have no bad experiences with self-checkout. None.

Going to a staffed-only checkout feels like going back 20 years in time. They take up more space, they can move slower, suddenly customers will kill the speed because they need to look for their coupons, pay with change, or whatever.

Re: The failure of self-checkout technology

#388

Post by throwaway2037 » Wed, Jan 17, 2024, 2:19 PM UTC

CM30 wrote: post #248

It feels like almost all the issues with self-checkout technology come from the attempts to minimise shoplifting, which don't even seem that effective at doing that. In theory, a system that let you scan products the same way checkout staff do without any weight checks or bagging area rules or other interruptions would be incredibly efficient. Especially if you could do things like scan the same product multiple time…

I have used multiple self-checkout stations in the United States that weigh items. If you add two cans instead of one into your bag, the computer terminal will inquire about it.

And security: You only need a single person standing there to scary away 95% of shoplifters.

I watched a YouTube video from the channel "Not Just Bikes" about grocery shopping in Amsterdam, Netherlands showed a supermarket where you carry the "pricing gun/lazer" with you and "beep" each item as it enters your basket. I have no idea how they reduce shoplifting. Can anyone comment?

Re: The failure of self-checkout technology

#389

Post by mbork_pl » Wed, Jan 17, 2024, 2:19 PM UTC

freeone3000 wrote: post #376

mbork_pl wrote: post #85

Earlier quoted context omitted.

Maybe, though I doubt it. Cash has some advantages which make it very appealing in certain circumstances. Anonymity is only one of them, and probably not even the most important one – cash does not rely on network being available.

Where do you live where there isn't 24/7 internet saturation from at least three different sources? When the internet goes out, the stores just close.

What about when the internet goes down for several weeks or months...?

Re: The failure of self-checkout technology

#390

Post by gosub100 » Wed, Jan 17, 2024, 2:20 PM UTC

guappa wrote: post #368

krastanov wrote: post #243

Earlier quoted context omitted.

Or just type the name of the vegetable or just copy the 4-digit code on the sticker attached to the vegetable. At least in the US there is no problem with buying vegetables in self-checkout.

Vegetables don't have stickers. They are vegetables. Ah the name… but is it a golden extra apple or a yellow apple? Or perhaps a extra fresh guaranteed apple?

at that point, is it really stealing to just make your best guess? are they going to detain you because you input an apple that is $0.04c cheaper than the real one?