Normally, I prefer to have somebody check me out. It’s usually faster and sometimes friendlier. But there are times when the regular lanes get too busy, or times when I might only have a few items to purchase — then self-checkout becomes more convenient.

And you’re absolutely right, I have yet to see a design that accomodates more than just a few items. And the scales can be a huge problem, especially if the self-checkout attendant isn’t around to help. Those are very common problems which need to be fixed.

Another annoying thing about these checkouts is that they do not have enough room! If you buy large items, such as 12 packs of soda or a container of kitty litter, that item itself takes up one of the two bagging stations to the right of the scanner. And woe unto you if you should remove the large item from the bagging station before your order is complete. It has to stay there, otherwise the checkout thinks something is wrong.

I’ll go to Target. I get a cashier, and I don’t have to worry about where I’m going to put that 12 pack of cola after I’ve scanned it.

I suppose I’m like anyone else in the sense that I don’t take as much notice when the devices are easy to use. When they are, I can focus on the actual task, not what’s going wrong with the design.

There are some systems I do remember enjoying, though. And that probably has more to do more with my visceral reaction to them, not so much their usability — at least as much as I can recall.

For example, I thought K-mart had an excellent system before the units were all taken out of the stores (I believe they were designed by the same group who designed Home Depot’s self-checkout). The K-mart check outs had a nice form factor, and a graphically clean, yet whimsical, appeal to their display. And I don’t recall ever having any usability problems.

I also liked Giant’s self-checkout before it recently changed. It’s visually awkward to me now, with it’s mish-mash of different fonts and graphics. It’s a shame too, because I thought the old UI was a good example of a clean and unified interface.

That’s another thing–once a user is trained on a certain process, even a less than ideal one, they can be reluctant to use it if it’s changed in any way, even in seemingly innocent cosmetics.

Thanks for your comment.

I’m not a Wal-Mart customer, so I can’t comment on their system other than that I think your points about its applicability to their older customers are spot on. In their defense, I’m sure Wal-Mart would say that they would have an able-eyed associate assist any customers that required help. However, that solution probably wouldn’t scale very well.

My current favorite self-checkout system is at The Home Depot. Part of that is due to the terminals at my local store being pretty new, making the scanners and touch screens highly accurate. I also appreciate the fact that I don’t have to sign for credit card purchases under $50. I haven’t had to fish in the menus for anything other than a propane tank refill, so I guess I haven’t explored the system too much.

Any opinions on who you think has the best self-checkout experience?