http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html Comments on the entry "Kroger U-Scan Usability" en-us mark.mascolino@gmail.com 2003-10-29T17:36:21-05:00 hourly 1 2000-01-01T12:00+00:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html The Kroger in the Hyde Park neighborhood of Cincinnati was recently refurbished and expanded. Along with the new changes, came the Kroger U-Scan, which is the groccery store's name for self-checkout lines. I have used similiar systems before but since this is at the store I normally shop in, I've gotten a chance to build up an idea about how usable these systems are. For the most part, I rate Kroger's implementation as quite usable with a couple of things that they could do better and with one flaw. First what they got right: Big Buttons: The buttons on the screen are very large, very bright. No one is going to have fat finger problems with these buttons. Likewise, people with less than steller vision aren't going to have a problem either. Icons: Most of the buttons have icons on them that would be well understood by everyone (e.g. $ on the "Pay Now" button). Audio and Visual Cues: The U-Scan uses audio clips as well as on screen displays to direct people to do certain tasks. Help: A help button is always on screen and easy to notice. I've had to use it once when a barcode absolutely would not scan. They manually looked up the price and entered it into my running tally. Likewise, when dealing with fresh produce, there is a case where their list of codes for the food are not complete. Pressing the no label button on that screen alerted the single cashier to enter the code for my obscure produce. Localization: The product is localized into spanish and english with language selection buttons on the first screen. For the most part this was very good except for I describe below in the failed section. Now to what could be better: Line Item: The left side of the main screen keeps a running total of what you have previously scanned. This list could be easier to read. They could also take steps to make sure the last item scanned was in a bigger font or some other color so that people would more clearly be able to see that last thing scanned. Localization: I use my Kroger loyalty card each time I go, they should be able to remember what language I choose before so I don't have to pick it each time. Now to what failed: Localization: While the whole UI and audio system for the screen are localized into Spanish, the credit/debit card reader is not. Regardless of what language you choose, the card reader uses English prompts. One other thing I noticed is that english dialog is spoken by a woman, but the spanish dialog is spoken by a man. I am unaware of any language or cultural implications of gender in spoken prompts in a retail situation (but of course I'm far from an expert on that or have researched it). It would be interesting if anyone can shed some light on that subject. Lastly, you might be wondering why this is posted on a blog where I normally talk about software development. To me, this is no different than producing a reporting application for some business area. It also shows to demonstrate that doing localized applications are still tricky and involve a lot of attention to detail. 138@http://people.etango.com/~markm/ 2003-10-29T17:36:21-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#000181 @ U-Scan -> > for the few people who want to be "paid" to use > U-Scan..... YOUR ARE CRAZY AND NUTS!! Why > is it that you think you need more? By investing in a u-scan, the grocery store chain is able to realize a larger profit margin. Consider it this way: a cashier making $7.50 per hour would cost the store $180 every 24 hours in wages (I'll leave benefits out). 833 days of $180 is about $150,000 -- therefore, after only two years, the u-scan is now cheaper than paying a cashier. Assuming the machines have a working life of more than 2 years, the store chain begins to see big savings. My contention is that they should pass the savings along to the consumer, since they are no longer paying a cashier. > Think about all the cashiers in the store..... > They are they 8 OR MORE hours and have > to listen to complaints, suggestions, be > "happy-happy" Yes, and they are paid to do so. If I am to be my own cashier, I expect to be paid as well. Until then, I will not contribute to the demand for the infernal u-scan machines. 181@138@http://people.etango.com/~markm/ 2004-07-24T13:40:34-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#000182 I like using U-Scan. First of all I luv new technological advacements and gadgets. :) Second of all it's less time I have to chat with some annoying Fry's (Kroger) employee who say there usual scripted routine. And also you don't have to deal with some numb-nuts who can't bag groceries or remember to ask if you want paper or plastic, and to ask if I a healthy person want "help-out". The only reason they ask anyways is because the other grocery stores offer the same thing. My 2-cents. 182@138@http://people.etango.com/~markm/ 2004-07-24T13:40:40-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#000226 For those that feel that they are getting ripped for not using Uscan because they arent seeing the savings, they are sadly mistaken for which wages are harder to compensate for with low food prices and is very difficult to fight against the communistic regime of Wal-Mart. And in a personal matter people who will stubburnly wait in line, why must everything be about money to people like that. YOu have 2 workable legs, and hands do it yourself for once, and get over the fact that your not getting paid to do soemthing for once. Greed is the problem with this world. Those Uscans are only going to get worse through out ALL stores. Get use to doing things yourself 226@138@http://people.etango.com/~markm/ 2004-07-24T18:53:15-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#002151 okay, I work at a Kroger. I was recently trained to run the USCAN machines. You must remember that these machines are for YOUR convenience. If you're in a hurry and there's only 2 people running a register and there are four USCAN's waiting to be used, you're saving a lot of YOUR time. It's good for people who are on their lunch break and just want to get in and out. As far as people who have big items, there are now buttons on the computer for you. It says "press here if you have large items" All you have to do is press it, have the person running the USCAN come over and scan it for you and you leave it in your cart. ...As for all the greedy people who want to be paid for using a USCAN machine, get over it. I'm sure everytime you go into the grocery store you don't use a USCAN machine anyway. And for the people who are annoyed with the employees who have to say "did you find everything okay?" and "would you like help out?" Leave them alone, they're just doing their job. I'm sure at your own job you have to set standards and you have to have Customer Service, so just let them do their jobs. 2151@138@http://people.etango.com/~markm/ 2004-12-07T16:04:01-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#002160 > As for all the greedy people who want to be paid > for using a USCAN machine, get over it. I'm sure > everytime you go into the grocery store you don't > use a USCAN machine anyway. That's correct -- I guess I was unclear originally. I expect some sort of discount if I use the automated chcekout lines. I have no problem with paying the normal prices if I checkout with a human cashier. 2160@138@http://people.etango.com/~markm/ 2004-12-08T08:59:46-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#002967 EVERY time you use a U-SCAN you are chopping away at someone's job, i.e.- as time goes by they are scheduled less and less hours each week until it doesn't pay for them to work there anymore. This is especially true for full time emloyees with full benefits. Make no mistake, this IS Kroger's agenda. I've heard it straight from the horse's mouth. I have worked for them for a long time. The stuff I have seen in the last four years have me thinking of an early retirement and going somewhere else. They are nothing more than another greedy company with no loyalty, feelings or compassion for their long term employees. The only reason I am staying on a while longer is as my user name suggests. I am now the eyes and ears for a larger entity that is VERY interested in their business practices and procedures. As well as their cleanliness. Watch out Kroger, something VERY BIG is about to bite you in the ass! You are being watched from the inside by MANY watchfull eyes! 2967@138@http://people.etango.com/~markm/ 2005-01-11T23:16:41-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#004041 The one thing that is not mentioned above is the loss of UNION jobs. Most (if not all) Kroger stores are affiliated with the United Food and Comercial Workers Union (UFCW). Being a union member myself and a past member of the UFCW, I am at a personal crossroads. I do enjoy the speed and convienience of the U-Scan system. However, as a card carrying union member, it is my responsibility to bring to the publics attention the malicious chopping of good paying union jobs. 4041@138@http://people.etango.com/~markm/ 2005-02-05T20:42:52-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#006030 THANK YOU MOLE at Kroger! I am so glad someone there will actually speak out about their own company. I am loyal to people and not company and I was a previous employee of Kroger's. They give a lousy 20-40 cents as a raise for their employees' one year's worth of work. I busted my butt off one year trying to achieve an "outstanding" performance and what did that get me? Very Satisfactory and 41 cents. Whoop-de-doo. Then after that, they cut me off from getting promoted even when the third party company they use wanted me transfered over. They allowed the other employees to be transferred over and specifically prevented me from doing the same because it was cheaper for them to pay me on their payroll for doing the job for two companies and only being paid by one. I left as soon as I can and found out that for the same job that I did, I was paid $2.50 more at a different company than at Kroger. Recently they just lost over $600 million dollars. Maybe if they treat their employees better, their employees would put in more effort for them instead of taking their money and go shopping at Wal-Mart where it IS cheaper. 6030@138@http://people.etango.com/~markm/ 2005-03-31T20:27:57-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#013295 I feel the U-Scan was designed to eliminate jobs and generate larger revenue for Kroger top executives. You have one cashier working about six U-Scan stations which in time saves a lot of money. Let's face the facts, if Kroger was doing this for "the convenience of the customer" they would simply open up more checkout lines with actually people or not. Whether the cashier is mundane or not I rather speak to a human than a computer monitor. 13295@138@http://people.etango.com/~markm/ 2005-11-09T12:08:51-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#013296 I messed up on the second last sentance I meant "more checkout lines with actual people" 13296@138@http://people.etango.com/~markm/ 2005-11-09T12:11:12-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#013774 To the mole: You are gainfully employed by Kroger and they owe you nothing. This is how it works out here in the real world. If you feel as though you do not make enough money, go get a better job. The corporate leader devils you people refer to are working for a living too. They just happen to be smarter than you. To the complainer about his .42/hr raise: You agreed to work for Kroger for a certain wage. I am confident that no where in your contract is a declaration of guaranteed raises by a certain amount. I happen to be a 31 year old college student. I am married and have three children. I have worked my can off for the past 8 years as a mechanic, so I could return to school and earn a degree in another trade. My wife stays home and raises our children. I say all this to insure you that I know what shitty raises and corporate b.s. are all about. The difference between you complainers and I is: I do not believe these people owe me anything and I do not wish them ill will. They just happen to be smarter than I, and have worked their cans off to get where they are at. I conclude. Get a second job and get your butt to school. For that matter, it sounds like your degenerate liberal minorities anyway- you might as well get on welfare and let me pay your way. 13774@138@http://people.etango.com/~markm/ 2005-11-27T23:29:13-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#015283 Will your an idiot ... And I work @ Fujtitsu ... I support Uscan and know it inside out. This is coming straight from us, You're an idiot 15283@138@http://people.etango.com/~markm/ 2006-05-19T11:08:21-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#158194 I will always try to check out at the fastest venue. However, I am really annoyed by being asked to "bring" my payment to the cashier. It is another example of the improper use of "bring" when the word "take" should be used. People who get paid for writing copy for advertising and marketing should find another career if they cannot used correct English. You can also hear this every day from TV and Radio "professionals". 158194@138@http://people.etango.com/~markm/ 2007-08-16T15:13:38-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#173526 For those that feel that they are getting ripped for not using Uscan because they arent seeing the savings, they are sadly mistaken for which wages are harder to compensate for with low food prices and is very difficult to fight against the communistic regime of Wal-Mart. 173526@138@http://people.etango.com/~markm/ 2008-07-10T05:35:41-05:00 http://people.etango.com/~markm/archives/2003/10/29/kroger_uscan_usability.html#186444 I have used similiar systems before but since this is at the store I normally shop in, I've gotten a chance to build up an idea about how usable these systems are 186444@138@http://people.etango.com/~markm/ 2008-12-29T06:42:26-05:00