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Shoppers have a love/hate relationship with self-checkouts

February 19, 2020

Consumers are increasingly favoring self-checkout because of the perception that it can be faster than using a cashier. Frustrations, however, with the technology persist.

A recent Wall Street Journal article — “Stores and Shoppers Agree: Self-Checkout Is Hard” — details how Walmart has quietly disabled or removed the weight sensors used to detect miss-scanned items because too many “wait for assistance” messages were being triggered, to the annoyance of shoppers. Walmart is making use of cameras in some cases as a solution.

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