Blog: Redesigning the Self-Checkout Experience

In that convergence lies a powerful opportunity: to turn a routine task into a moment of meaningful connection and lasting loyalty.

But, optimizing that moment is more complex than it appears. That’s why we partnered with our colleagues at Incisiv on a comprehensive time-and-motion study, observing real-world self-checkout journeys across a variety of grocery formats.

To unpack the findings and their implications for the future of grocery retail, I recently sat down with Girijesh Agarwal, Chief Strategy Officer at Incisiv, on a recent podcast episode.

“Self-checkout isn’t just a transaction point anymore,” Giri shared. “It’s a chance to meet the customer at a meaningful intersection—where digital and physical retail blend. And done right, it becomes a flywheel for loyalty, monetization, and lasting engagement.”

The study confirmed what many store operators already suspect: speed alone doesn’t define efficiency. In fact, nearly 40% of the time spent at self-checkout is tied to interventions, produce handling, and payment flow—areas often overlooked in traditional optimization efforts.

“Scan speed doesn’t tell the full story,” Giri said. “The real opportunity lies in how intentional retailers are about reducing friction—both in process and design.”

Today’s retailers now have access to a powerful toolkit that extends far beyond the traditional checkout system. From computer vision technology to modular store layouts, the focus is shifting toward intelligent solutions that learn, adapt, and respond in real time—whether that means predicting an intervention or prompting a staff member to assist at just the right moment. Ultimately, a better checkout isn’t only about getting customers through the line and out the door faster. It’s about creating a journey that feels smooth, supported, and smart—one that reinforces brand trust and keeps shoppers coming back.

To explore how data, design, and innovation are reshaping grocery self-checkout for the better, download our time-and-motion study or listen to the full episode of the podcast here.