Walmart’s effort to enhance the shopping experience by expanding self-checkout lanes did not yield the desired results. The company aimed to boost convenience while cutting labor costs, but customers found self-checkout and the “Scan and Go” technology burdensome. Instead of saving time, customers felt like they were doing the work of cashiers and losing the human connection.
The “Scan and Go” technology allowed customers to scan items on their phones while shopping and pay easily before leaving. However, customers expressed dissatisfaction with the additional effort it required. Despite Walmart’s intention to save time and money, the self-service approach led to frustration.
Responding to customer feedback, Walmart will shift its focus by hiring more cashiers to improve customer satisfaction. The attempt to reduce labor costs by shifting responsibilities onto customers proved counterproductive, highlighting the importance of maintaining a positive shopping experience and the human touch in retail.