Exploring the User Experience of Self-checkout Systems through Design

Abstract

This thesis explores user experiences and expectations of self-checkout (SC) systems in grocery stores, focusing on both usability and socio-technical aspects. Using a mixed-method approach, including heuristic evaluation, thematic media analysis, design prototyping, a user study and an online survey, I investigated how users perceive current SC systems and what design improvements they might desire. The findings show that while users appreciate the efficiency of SC systems, they frequently encounter issues such as cramped layouts, inconsistent features, usability errors, and limited accessibility. Emotional and social factors, including past negative experiences, feelings of being watched, and a desire for human interaction, also influence their perceptions. Based on these insights, I propose design improvements that emphasise clearer user interfaces, better spatial design, enhanced accessibility, and a stronger human presence in SC areas. These recommendations aim to support designers, developers, and store owners in creating more inclusive, user-friendly, and socially aware self-service technologies.