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The things that a self-checkout kiosk can do are obviously limited by its design and programming. In the same way, the kiosk limits what its users can (and cannot) do. For the purposes of this analysis, I have defined the functions of the machine as greeting, scanning, bagging, paying, and exiting. Each of these actions varies from simple to quite complex.
Greeting The first action the self-checkout machine takes is to greet the potential customer. This is usually done by presenting him or her with a touchscreen button. Today’s self-checkout machines are bilingual, allowing customers who do not speak English to select their own language. Upon pressing the button, a pleasant (usually female) voice will tell the customer to scan the first item. |
Scanning / Bagging
The most complex of the tasks performed by the self-checkout are performed simultaneously. When the customer scans the first item, he or she is prompted to place the item in a bag. Each item in the store is connected to the self-checkout system through information accessed by scanning the UPC on the product. The code accesses information about the cost of the item in order to charge the customer correctly, but it also contains an approximate weight for use when bagging. Prior to the self-checkout lane, a human cashier would be responsible for visually ensuring all of a customer’s groceries were paid for. The self-checkout machine eliminates this need by using the information stored about the product’s weight to measure against a scale underneath the bagging area. If a customer scans an item and does not place it in the bag, the system will gently remind him or her to do so. If an item is placed in the bag whose weight does not match that of the item scanned, the customer will be informed that there is an unauthorized item in the bagging area. The visual message, along with the auditory cues alerts the customer, as well as any human employees nearby, that the customer may not be using the system as intended. While not directly accusing the customer of inappropriate behavior, the message is sent.
Not every item has a UPC, such as produce or deli items. Some groceries have salad bars or other fresh food you can purchase to take home. In these instances, the system will allow you to enter an item code using a number pad. If the item needs to be weighed, it will prompt the customer to weigh it on the scanner, and he weight will be tested against the weight of the item in the bag.
While much of the scanning and bagging is negotiated between the self-checkout machine and the user, there is usually a human employee supervising several kiosks at once. An attempt to buy alcohol or tobacco products with signal a human employee to verify the customer’s age. I guess there are some things machines can’t do yet.
The most complex of the tasks performed by the self-checkout are performed simultaneously. When the customer scans the first item, he or she is prompted to place the item in a bag. Each item in the store is connected to the self-checkout system through information accessed by scanning the UPC on the product. The code accesses information about the cost of the item in order to charge the customer correctly, but it also contains an approximate weight for use when bagging. Prior to the self-checkout lane, a human cashier would be responsible for visually ensuring all of a customer’s groceries were paid for. The self-checkout machine eliminates this need by using the information stored about the product’s weight to measure against a scale underneath the bagging area. If a customer scans an item and does not place it in the bag, the system will gently remind him or her to do so. If an item is placed in the bag whose weight does not match that of the item scanned, the customer will be informed that there is an unauthorized item in the bagging area. The visual message, along with the auditory cues alerts the customer, as well as any human employees nearby, that the customer may not be using the system as intended. While not directly accusing the customer of inappropriate behavior, the message is sent.
Not every item has a UPC, such as produce or deli items. Some groceries have salad bars or other fresh food you can purchase to take home. In these instances, the system will allow you to enter an item code using a number pad. If the item needs to be weighed, it will prompt the customer to weigh it on the scanner, and he weight will be tested against the weight of the item in the bag.
While much of the scanning and bagging is negotiated between the self-checkout machine and the user, there is usually a human employee supervising several kiosks at once. An attempt to buy alcohol or tobacco products with signal a human employee to verify the customer’s age. I guess there are some things machines can’t do yet.
Scanning / Bagging
The most complex of the tasks performed by the self-checkout are performed simultaneously. When the customer scans the first item, he or she is prompted to place the item in a bag. Each item in the store is connected to the self-checkout system through information accessed by scanning the UPC on the product. The code accesses information about the cost of the item in order to charge the customer correctly, but it also contains an approximate weight for use when bagging. Prior to the self-checkout lane, a human cashier would be responsible for visually ensuring all of a customer’s groceries were paid for. The self-checkout machine eliminates this need by using the information stored about the product’s weight to measure against a scale underneath the bagging area. If a customer scans an item and does not place it in the bag, the system will gently remind him or her to do so. If an item is placed in the bag whose weight does not match that of the item scanned, the customer will be informed that there is an unauthorized item in the bagging area. The visual message, along with the auditory cues alerts the customer, as well as any human employees nearby, that the customer may not be using the system as intended. While not directly accusing the customer of inappropriate behavior, the message is sent.
Not every item has a UPC, such as produce or deli items. Some groceries have salad bars or other fresh food you can purchase to take home. In these instances, the system will allow you to enter an item code using a number pad. If the item needs to be weighed, it will prompt the customer to weigh it on the scanner, and he weight will be tested against the weight of the item in the bag.
While much of the scanning and bagging is negotiated between the self-checkout machine and the user, there is usually a human employee supervising several kiosks at once. An attempt to buy alcohol or tobacco products with signal a human employee to verify the customer’s age. I guess there are some things machines can’t do yet.
Paying
After scanning each item, the system asks if you would like to pay or scan another item. If the customer chooses to pay, he system will prompt the user for coupons, which can be scanned using their UPCs, and then to select a payment type. If the user pays with cash, the machine responds by taking bills and coins and dispensing change. A transaction using a card is even faster, as the machine only requires one swipe. Any attempt to remove bags from the scales before paying will be met with another error message.
Exiting
Once the receipt is printed, the voice tells the customer to take his or her bags and leave. Generally, the voice will thank the customer as well, inviting him or her to come again. The machine will also alert the customer at this time to any change left behind.
Sources:
http://www.coroflot.com/CWinslow/Interaction-Design
http://www.popai.com/uploads/downloads/WhitePaper-Self-Checkout-2009.pdf
The most complex of the tasks performed by the self-checkout are performed simultaneously. When the customer scans the first item, he or she is prompted to place the item in a bag. Each item in the store is connected to the self-checkout system through information accessed by scanning the UPC on the product. The code accesses information about the cost of the item in order to charge the customer correctly, but it also contains an approximate weight for use when bagging. Prior to the self-checkout lane, a human cashier would be responsible for visually ensuring all of a customer’s groceries were paid for. The self-checkout machine eliminates this need by using the information stored about the product’s weight to measure against a scale underneath the bagging area. If a customer scans an item and does not place it in the bag, the system will gently remind him or her to do so. If an item is placed in the bag whose weight does not match that of the item scanned, the customer will be informed that there is an unauthorized item in the bagging area. The visual message, along with the auditory cues alerts the customer, as well as any human employees nearby, that the customer may not be using the system as intended. While not directly accusing the customer of inappropriate behavior, the message is sent.
Not every item has a UPC, such as produce or deli items. Some groceries have salad bars or other fresh food you can purchase to take home. In these instances, the system will allow you to enter an item code using a number pad. If the item needs to be weighed, it will prompt the customer to weigh it on the scanner, and he weight will be tested against the weight of the item in the bag.
While much of the scanning and bagging is negotiated between the self-checkout machine and the user, there is usually a human employee supervising several kiosks at once. An attempt to buy alcohol or tobacco products with signal a human employee to verify the customer’s age. I guess there are some things machines can’t do yet.
Paying
After scanning each item, the system asks if you would like to pay or scan another item. If the customer chooses to pay, he system will prompt the user for coupons, which can be scanned using their UPCs, and then to select a payment type. If the user pays with cash, the machine responds by taking bills and coins and dispensing change. A transaction using a card is even faster, as the machine only requires one swipe. Any attempt to remove bags from the scales before paying will be met with another error message.
Exiting
Once the receipt is printed, the voice tells the customer to take his or her bags and leave. Generally, the voice will thank the customer as well, inviting him or her to come again. The machine will also alert the customer at this time to any change left behind.
Sources:
http://www.coroflot.com/CWinslow/Interaction-Design
http://www.popai.com/uploads/downloads/WhitePaper-Self-Checkout-2009.pdf