Supermarket giant Woolworths is set to launch a completely new “front-of-store experience” it claims will change the way Australians shop for groceries.
In line with the era of automation, the grocery chain said it will launch a series of reimagined hybrid stores that combine self-service and manned checkouts.
While customers are increasingly using smaller baskets more often, shoppers who fill their carts still prefer to use staffed checkout lanes.
“As customer shopping habits change, we are seeing a strong preference from customers for more frequent, smaller basket sizes and a faster, easier self-service checkout experience,” a Woolworths spokesperson said.
“For baskets with 20 items or fewer, 83% of customers choose self-service checkout, while for baskets with 20 or more items, most customers choose staffed checkout.”
“However, we know that some customers prefer to be served by a team member, and we’re gradually rolling out new front-of-store experiences that use data to help customers in each local community choose the checkout that’s right for them.”
The spokesperson said the new format would provide a “great customer experience that will allow staff to continue to serve customers if they so choose” and that express lanes are already in about 800 stores.
Photos of the newly opened Woolworths store in Spotswood, south-west of Melbourne, show dual service desks with conveyor belt checkouts staffed by multiple staff, and now more traditional self-service kiosks.
Both supermarket giants are taking steps to adapt to a population increasingly struggling with cost of living pressures, including changing loyalty programs and discounts, and continuing their Covid-era “buy now” service programs.
