About
This UI/UX project tests the effectiveness of RFID technology in supermarket self-checkout systems. By replacing manual barcode scanning with automatic RFID item detection, the goal is to create a faster, more seamless checkout experience. The project includes designing a user interface, prototyping, and user testing to evaluate usability, speed, and customer satisfaction.
Project Type: UI/UX
Perfecting the Self Check-out Process
The problem and the opportunity
Traditional barcode-based self-checkout often leads to friction due to scanning errors, item misplacement, and long wait times. RFID technology offers a potential solution by enabling automatic and contactless item detection, significantly streamlining the checkout process.
What am I addressing?
Speed and Efficiency: Eliminates the need to scan each item individually, reducing checkout time.
User Frustration: Reduces errors from mis-scanned or unrecognized barcodes, improving the self-checkout experience.
Queue Congestion: Speeds up the process for all users, helping reduce lines and wait times.
Accessibility: Makes checkout easier for users with limited mobility or tech literacy.
Operational Costs: Minimizes the need for staff to assist with scanning issues, allowing employees to focus elsewhere.
Who am I addressing for ?
Supermarket Customers – Everyday shoppers who want a fast, hassle-free, and intuitive self-checkout experience.
Store Managers & Retail Operators – Interested in improving operational efficiency, reducing labor costs, and enhancing customer satisfaction.
UI/UX Designers & Product Developers – Focused on creating user-centered interfaces for emerging retail technologies.
Tech & Innovation Teams in Retail Chains – Looking to adopt smart technologies like RFID to stay competitive and modernize in-store experiences.
Investors & Stakeholders in Retail Tech – Interested in scalable solutions that offer ROI through efficiency and customer loyalty.
Why is this important?
This project improves the self-checkout experience by making it faster, easier, and more reliable using RFID technology. It reduces human error, saves time for both customers and staff, and helps retailers modernize their stores to meet rising expectations for convenience and automation.
Other Solutions
Target Express Self Check-out
This new policy limits self-checkout to 10 items or fewer at most of Target's nearly 2,000 stores nationwide.
Hire More Cashiers
If you love Trader Joe’s. They are known for friendly and well trained cashiers.
Amazon Just Walk Out Whole Foods Store
Closed already due to operational challenges, high costs, and possibly low customer demand for the technology in a large grocery setting.
Scan as you go
Tesco, Sainsbury’s
Requires more work and constant supervision.
We’ve seen success in Retail already
According to related reports, UNIQLO attached RFID tags to all products and combined with automated material handling equipment. After establishing an automated warehouse, the number of warehouse personnel was reduced from about 100 to 10, saving 90% of labor costs. At the same time, UNIQLO’s production efficiency has increased by 80 times, shipment productivity has increased by 19 times, storage efficiency has increased by 3 times, personnel training costs have been reduced by 80%, and the accuracy of RFID automatic detection has been 100%.
Conduct User Testing
Test five people, both on traditional self check out machine, and prototyped RFID machine.
Baseline Measurement testing: Measure traditional shopping time, checkout time, and user satisfaction in the control group.
RFID Group Testing: Have participants use the RFID-enabled shopping system. Track the following:
Speed: Measure how long it takes to add items to the cart, find items in stock, and check out.
Ease of Use: Conduct usability tests to measure how easily customers can use RFID-enabled carts, self-checkout stations, or handheld scanners.
Error Rate: Measure the accuracy of RFID scanning and whether any errors occur (e.g., missed items or incorrectly tagged items).
Customer Satisfaction: Use post-test surveys or interviews to assess overall user satisfaction with the technology, perceived convenience, and trust in the system.
RFID Group Testing
Testing took place at whole foods store with
me manually scan all items for the user, then
replacing the UI interface.
First round of testing no error was manipulated.
Second round of testing included a manipulated error as I
would purposely scan an item twice.
Results
Customer confusion still exist.
People who have never used self check out might not opt for it.
One of my users (elder, less tech-savvy) gave up during the test. The screens for directions became rather a problem than assistance. Either these people don’t believe in the technology or they want to opt for the social experience. They will not make an effort to learn the new process. And since RFID picks up tag automatically, it’s hard for them to visualize the scanning process.
Readily accessible cashier’s assistance is still important.
For people who are already using the check out, it seems like a good opportunity and a good solution.
They all said RFID enabled check out is more intuitive. It makes the process easier and faster, addressing and solving their current issues with cashier.
But when users run into a error (when the items in the cart doesn’t match what’s shown on the screen), 4/6 participants immediately chose to click “I need cashier’s help.” Only 2/6 of my participants chose to take a minute to fix what’s shown in their cart.
Now the experience depends on whether there’s a cashier readily available. The faster they come, the higher the satisfaction rate.
What will you do?
Roll the new technology out slowly.
It is undeniable that RFID enabled self checkout kiosks has its own advantage (fast and convenient), especially for tech-savvy and busy people. But people are used to what they already have.
Consider what target did. Humans are powerful. Limited items on Self-check lane. And limited self-checkout lanes will let self-checkout play better roles.
Provide at least one manned checkout counter.
Limit the checkout items for self-checkout to 20 or fewer.
Prohibit customers from using self-checkout to purchase specific items. (age restricted item etc.)
One employee can oversee a maximum of four self-checkout machines, and the employer cannot require the employee to perform other tasks simultaneously.
What does the supermarket think?
Some disadvantages of RFID self-checkout include high setup costs, limited compatibility with non-RFID tagged items. But a big issue it will solve is self check out kiosks-related losses. The machine will pick up every single tag.
Study done by ECR Retail Loss Group claimed Two-thirds of retailers were of the view that the problem of self checkout kiosks-related losses was becoming more of a problem in their businesses (66%).
Key Takeaway
Effectively managing self checkout kiosks involves striking a balance between competing priorities—enhancing customer service and convenience while also reducing retail losses.Ultimately, the key is creating a unified approach that integrates customer satisfaction, convenience, and loss prevention strategies while continuously monitoring performance metrics to make necessary adjustments.