Is it a necessity that if you design a self-service till for a shop, that you must fuck up the UI so badly that it’s totally unusable?
I’m a techy. I love shopping online, I hate supermarket queues, and I’m not yet old enough to look forward to a chat with the cashier, so you’d think I’d love them.
I probably would, were they not so shit.
First, they’re all touch-screen. Industrial touch screens are shit. Laggy, no haptic feedback, imprecise- so unlike the touch-screen on your phone or tablet. Add to this that they’re usually a lousy bit of software- slow and laggy- and then a bit of ambiguous wording, and the fact that you want the till to verify all the items (and the correct items) are being scanned and bagged, and you have a big, big, fail.
I’ve used 2 recently. 1 in a WH Smith at the QE hospital, and one in a convenience (oh the irony) store in Birmingham’s New St. The WH Smith one, to be fair, asks sensible questions (did you use a bag (or not need to), did you take one of our bags), but it’s still laggy, but by the second time you use it you learn the shitness of the UI and compensate.
The one on New St today was awful, however: the touchscreen worse than normal, it was slow, and it starts with the question “Own Bag?”. This is ambiguous. What it wants you to do here is say yes if you have a bag you want to put on the scale it uses to sense what is being scanned, and no if you don’t, and that scale is directly behind the handy-looking platform you assume is to put a bag on.
Having crossed that bridge with the help of the bloke that could have just taken the 70p for the bottled water I bought, I then encountered the coin mechanism; a mini conveyor belt that takes several seconds to swallow a pound coin (and yes, the WH Smith one does this better, but not well), and longer again to deliver my change. A bloke at a till would do it in a quarter of the time.
Am I alone in this? I happily use pay-at-pump fuel pumps, ticket machines in car parks or rail stations, and vending machines. There’s just something awful about supermarket self-service tills that makes me want to avoid them.
Someone must have costed this out, and decided that the combination of having a member of staff to help people work the tills, and the losses from intentional or deliberate mis-scans is cheaper than staffing tills, presumably, but at least could they be made to work?