October 27th 2024.
It's possible that in the near future, robots will even be able to try on clothes for you. You know how it is - you're standing in a long line at the store and you see a pair of trousers you like, but the thought of waiting to try them on just doesn't seem worth it. Well, Marks & Spencer is trying to change that. The department store has a plan to install self-checkouts in all 180 of its clothing departments, and they've already implemented them in 28 locations.
By early 2028, shoppers will have the option to try on clothes and then conveniently pay for them right in the changing rooms using a self-scanner. This is a big step for M&S, as their chairman, Archie Norman, expressed concerns last year about theft being an issue with self-checkouts. Apparently, some "middle class" individuals were taking advantage of the system. However, according to the operations director, Sacha Berendji, the store's goal is to provide a seamless and efficient shopping experience for their customers. He was quoted in the Telegraph as saying, "We'd like customers to be able to walk straight into the fitting room with no queue, try on what they've chosen, then pay there and just walk out."
This isn't the first time M&S has tried to innovate their checkout process. In 2019, they replaced the robotic voices of the tills with the hosts and judges of Britain's Got Talent. The response from shoppers was mixed, with some finding it "creepy" to have disembodied voices of Ant and Dec giving them approval. However, this was for charity and the new changing room checkouts will have the standard voice. Initially, only one self-scan till will be installed per changing room area, but this may change if customers enjoy the convenience and request more. Of course, there will still be the option to be served by a human and there will be staff on hand to assist with any technical difficulties.
Aside from the changes in the fitting rooms, there will also be updates in the food hall. Larger self-service checkouts will be introduced, allowing customers with full trolleys to use self-scanning technology instead of waiting in line for a staff-operated checkout. Currently, the self-service tills can only accommodate a basket's worth of items. This means that customers can potentially go in and out of the store without having to utter a single word.
According to a report, the new technology is already being implemented in 42 stores, with the Fosse Park location having four out of 10 conveyor belt checkouts replaced with self-service versions. While this option may be welcomed by some, others may miss the human interaction or find it frustrating to incorporate yet another piece of technology into their daily routine. During an interview with LBC last year, Mr. Norman pointed out the tradeoff for businesses, as with cost savings and shorter lines comes the risk of theft. He stated, "With the reduction of service you get in a lot of shops, a lot of people go in and think, 'well this didn't scan or it's very difficult to scan these things through and I shop here all the time, it's not my fault, I'm owed it'." Ultimately, the choice is up to the customers - they can either be served by a colleague or serve themselves.
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