Summary of user experience
The awkward flow of the process    

I try the machine a few more times later in the week, and observe that error notification is triggered when:

  • An item is voided
  • A scanned item is not placed within the bagging area
  • “Skip bagging” option is selected for too many items
  • A product coupon is scanned, but is not recognized
  • A personal shopping bag is placed within the bagging area prior to any scanning of items

Overall, I think the machine is rather intuitive to use, but the process could be smoother. If I drew a line tracking my line of sight during the use of the machine, it would look something like the figure shown on the right. Quite an awkward flow, don’t you think? Let’s ask around and see what others feel about it:

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Interviewing other users    

Jeffrey Dahmus, Graduate student

"I use the self-checkout machine almost all the time, except when I have a coupon that may complicate the process. Actually, I'm not sure if it's faster than the cashier. The system is rather slow, because you have to wait for the machine to register, respond, and read out your item like "canned... peaches, eighty....nine....cents" before you can scan the next item."

   jeff
szeling
  

Szeling Lim, Busy Executive

“I like it ‘cos it processes quickly and fewer people use it. The only problem I encountered was that the barcode sometimes wouldn’t read.”

Alissa Jones, Graduate student

“I hate it, it's confusing to use. The machine gets mad at you and the manager has to come over to fix it. I don't have time for this! Also, the machine takes more time if you want to buy alcohol, someone has to come over to swipe their card. And think about the poor cashiers who lose their jobs... ”

   alissa
najib
  

Najib Wong, Musician

“It’s straightforward and easy to use; I use it half the time I go to the supermarket. The only problem is when I would like to cancel the items, it is a hassle to wait for people to come and help you.”

Kenneth Lim, Journalist

“I like to use it because there usually isn’t a line, and I have control over how I pack my items. What I don’t like it is that it is a very inflexible system and you have to do everything right. If you do something wrong, you have to wait stupidly for an attendant to come over to punch in their employee ID, while a line forms behind you. The self-checkout line also moves slower, if there is one. Oh, and the receipt issued doesn’t have any coupons printed behind it.”

 

   kenneth

Summary of machine design

 

    
+ MERITS +
- SHORTCOMINGS -
Can be quick – if you know what you’re doing! Error triggers easily, and users end up having to wait for assistance
Screen menu and buttons are easy to read and understand Modules in the setup compete for users’ attention, resulting in a confusing experience
The learning curve is not steep Users have to adapt to the machine
Users have more control over how they pack their items The scan-bag-scan-bag procedural flow is not smooth (see image above)
Machine is not aesthetically pleasing or friendly-looking
  It is inconvenient to use personal shopping bags with this process

Let’s see if we can try to do better. Check out an alternative redesigned machine!

 
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