(UX) Discussing the User Experience of Pick and Go Service in Supermarkets
[ Situation ]
In self-checkout stores, human presence is still necessary. There are working staff members present, responsible for organizing and maintaining the merchandise.
Given the variety of factors associated with unattended payment, various experiments are necessary. The user journey is straightforward. The user enters the store, selects items, and as they exit, the payment is automatically processed.
In this process, potential user experiences that might arise are analyzed as follows:
[ User Scenario ]
- The user enters the supermarket and chooses a cart.
- Cart’s monitor displays the total amount and promotion products.
- The user adds 1 milk to the cart, and the monitor displays the total amount.
- The user adds 1 apple to the cart, and the monitor displays a ‘Buy 2 Get 1 Free’ message.
- The user adds 2 more apples to the cart.
- The user continues shopping, adding beef and wine to the cart.
- The user checks the amount on the monitor and finds it over budget.
- The user views the full list on the monitor and finds the wine expensive.
- The user replaces the wine with a cheaper one, and the monitor automatically deducts the amount.
- The user is satisfied with the purchase.
- The user goes to the packing zone and checks the amount on the cart.
- The user packs the items in a recycled paper bag.
- The user leaves the supermarket with the products.
- The cart sends the receipt to the user’s app.
[ Journey Map ]
[ User Experience ]
[ Affordance ]
The user continuously checks if the prices on the monitor match the items they have.
[ Variable or Constraint ]
The user can replace the price stickers on discounted items.
Items without barcodes can be found.
The user can take expired items.
The user can open and consume products before checkout.
[ Gimmick Points ]
The user who successfully completes payment receive digital lottery tickets.
An Iron Man voice on the monitor assists users in finding products.
