When Walmart attempted to improve the shopping experience by increasing the number of self-checkout lanes, the company did not get the effects that were intended. Customers considered the self-checkout and “Scan and Go” technologies to be cumbersome, despite the fact that the company’s goal was to increase convenience while simultaneously reducing operating expenses. Customers felt as though they were doing the tasks of cashiers, which resulted in a loss of the human connection that they had previously experienced.
With the “Scan and Go” technology, consumers were able to scan products on their mobile devices while they were shopping and quickly pay for their purchases before departing. Customers, on the other hand, voiced their discontent with the additional work that was necessary via this. The self-service method at Walmart resulted in irritation, despite the fact that the company intended to save both time and money.
Walmart is going to switch its focus by recruiting additional cashiers in order to boost customer happiness. This decision was made in response to input from customers. It was discovered that the attempt to cut down on labor expenses by pushing responsibility onto consumers was unproductive. This highlights the need of preserving a pleasant shopping experience and the human touch in the retail industry.
