Understanding the Role of Video Technologies to Control Self-scan-related Retail LossesAdrian BeckEmeritus ProfessorUniversity of Leicester

Impact of On-line and growing intolerance of ‘friction’

The Amazon

Go Store

Growth of Friction-free Shopping

Innovation and Retail: Checkout and Pay

Rise of Self-scan in Retailing

• Initially, exclusively an opportunity to reduce retailer costs and improve efficiency

• Often caused more perceived friction in retail space

SCO and Front-end Transformation

• Developments in thinking, consumer behaviour and technology:

• Enable more checkouts to be available

• Increase choice of checkout options, more flexibility

• Reduced queuing, less friction

• Speed up the shopping journey

• Improve convenience

New Study on the Impact and Control of SCO

Main Causes of SCO Losses and Error

Calculating the Impact of Front-end Configurations

Controlling SCO: Keeping Customers Honest and Accurate

• Packaging and Barcode Issues

• Set-up Issues

• Product Protection Issues

Minimising Product-Driven Errors

Amplifying Risk and Enhancing Detection: Fixed SCO

Controlling Fixed SCO: Technology

weight scales – it caused so many interventions that we took the decision to switch it off

we did think about turning it off completely but it was seen as a step too far for the business at that time

in this company there is a firm defence on the value of weigh scales – this is our safety net

Scan Verification Technologies:

Weight-based Systems

Controlling Fixed SCO: Technology

Scan Verification Technologies: Non-scanning Alert Technologies

• Mixed views on applicability

• Issues concerning scalability

• Some systems myopic in scope

• Emerging technology

• Combine with weight-based system

Controlling Fixed SCO: Technology

Product Verification Technologies

• In trial mode at the moment

• Focussed upon mis-scanning and system usability

• ‘seems like a good idea but it mustn’t slow down the transaction time because the system is constantly checking’

• Possible ‘nudge’ technology – keep the shopper honest and accurate

Amplifying Risk and Enhancing Detection: Scan and Go/Mobile SCO

Forms of SCO-related Video Deployment

SeamlessPro ActiveActivePassive

• Public View Monitors• Personal Display

Monitors • Visual Deterrence

• Alert Monitoring • Product ID• Age Verification • Enhanced Audit• Exit Control

• Auto-shopping• Consumer & Produce

ID & Auto Payment

Benefits and Challenges

• Cheap

• Does it make a difference?

• Enable better measurement of impact

• Enhance security & speed of transactions

• Reliable and accurate?

• Provide ROI?

• Strong deterrent potential

• Address mis-scanning• Speed up transactions• Increase efficacy of

supervisors• Enhance security

• Issues with accuracy & speed?

SeamlessPro ActiveActivePassive

• Public View Monitors• Personal Display

Monitors • Visual Deterrence

• Alert Monitoring • Product ID• Age Verification • Enhanced Audit • Exit Control

• Auto-shopping• Consumer & Produce

ID & Auto Payment

• VERY low levels of friction

• Customer satisfaction• Speed• Labour saving• End of shop theft?

• Scalability?• Accuracy?• Cost?• Managing exception

products?

Potential Benefits

Potential Challenges

Scaling Amazon Go?

Average Size of UK Grocery Store

Current Size of Amazon Go Stores

Approximately 15 Times Larger

Possibly as many as3,000 Cameras& Weight-based Shelving

Benefits and Challenges

• Cheap

• Does it make a difference?

• Enable better measurement of impact

• Enhance security & speed of transactions

• Reliable and accurate?

• Provide ROI?

• Strong deterrent potential

• Address mis-scanning• Speed up transactions• Increase efficacy of

supervisors• Enhance security

• Issues with accuracy & speed?

SeamlessPro ActiveActivePassive

• Public View Monitors• Personal Display

Monitors • Visual Deterrence

• Alert Monitoring • Product ID• Age Verification • Enhanced Audit • Exit Control

• Auto-shopping• Consumer & Produce

ID & Auto Payment

• VERY low levels of friction

• Customer satisfaction• Speed• Labour saving• End of shop theft?

• Scalability?• Accuracy?• Cost?• Managing exception

products?

Potential Benefits

Potential Challenges