--- title: Walmart EE. UU. de cajas tradicionales a espacios de auto-checkout description: Espacios con puntos de auto-checkout image: https://www.fieldagent.es/hubfs/Walmart-Self-Checkout-Store-Header.jpg --- [![Field-Agent-Spain-Logo](https://www.fieldagent.es/hs-fs/hubfs/Field-Agent-Spain-Logo.png?width=2000&height=497&name=Field-Agent-Spain-Logo.png "Field-Agent-Spain-Logo")](https://www.fieldagent.es/) - Plataforma - [Auditorías](https://www.fieldagent.es/mobile-audits) - [Mystery Shopping](https://www.fieldagent.es/mystery-shopping) - [Insights](https://www.fieldagent.es/insights) - [Cómo Funciona](https://www.fieldagent.es/como-funciona) - [Blog](https://www.fieldagent.es/blog) - [Contacto](https://www.fieldagent.es/contact-us) - [Para Agentes](https://www.fieldagent.es/para-agentes) [ Inicia Sesion ](https://es.fieldagent.net/log-in) [ Registrate ](https://es.fieldagent.net/sign-up/) - [ Inicia Sesion ](https://es.fieldagent.net/log-in) - [ Registrate ](https://es.fieldagent.net/sign-up/) [![endcaps-image](https://info.fieldagent.net/hs-fs/hubfs/2019%20FA/blog/endcaps-image.png?width=342&height=179&name=endcaps-image.png "endcaps-image")](https://www.fieldagentcanada.com/blog) -12545895595570766 Esto es un campo de búsqueda con una función de texto predictivo. - No hay sugerencias porque el campo de búsqueda está vacío. ### Subscribe Here: ![](https://www.fieldagent.es/hubfs/Walmart-Self-Checkout-Store-Header.jpg) # Walmart EE. UU. de cajas tradicionales a espacios de auto-checkout Jul 20, 2020 10:46:15 PM | [Javier Valle](https://www.fieldagent.es/blog/author/javier-valle) [Insights](https://www.fieldagent.es/blog/tag/insights) [** ](http://www.linkedin.com/shareArticle?mini=true&url=https://www.fieldagent.es/blog/walmart-ee.-uu.-ha-suprimido-las-líneas-de-caja-tradicionales-sustituyéndolas-por-espacios-con-puntos-de-auto-checkout) [** ](http://www.facebook.com/sharer.php?u=https://www.fieldagent.es/blog/walmart-ee.-uu.-ha-suprimido-las-líneas-de-caja-tradicionales-sustituyéndolas-por-espacios-con-puntos-de-auto-checkout) [** ](https://twitter.com/intent/tweet?url=https://www.fieldagent.es/blog/walmart-ee.-uu.-ha-suprimido-las-líneas-de-caja-tradicionales-sustituyéndolas-por-espacios-con-puntos-de-auto-checkout) [** ](https://www.fieldagent.es/blog/walmart-ee.-uu.-ha-suprimido-las-l%C3%ADneas-de-caja-tradicionales-sustituy%C3%A9ndolas-por-espacios-con-puntos-de-auto-checkout#) Walmart en su hipermercado de Fayetteville (Arkansas) ha suprimido  las líneas de caja tradicionales  sustituyéndolas por espacios con puntos de auto-checkout, pero ¿que piensan los compradores de esta decisión?.Veamos en este Informe especial creado por Field Agent (EE. UU.) ...   ------   The coronavirus has retailers thinking long and hard about the *necessity* of safeguarding both shoppers and employees, and the “invention” has taken—and will continue to take—various forms.   Walmart, for one, made headlines recently with a new front-end checkout layout and process in one of its supercenters. Store #359 in Fayetteville, Arkansas (which happens to be home base for all of us at Field Agent—"Hi, everyone” 👋🏼) has kicked its traditional, clerk-operated checkout lanes to the curb, replacing them entirely with self-checkout kiosks.   ![Walmart Self-Checkout Store Agent Photo 1](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo1.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo1.jpg)   Of course, for Walmart, it’s not just about COVID-19; it’s also about efficiency. According to spokesperson Kory Lundberg, the new configuration is a chance for the retailer to answer the question, **“How can we move people through [checkout] and get them on to the rest of their day as quickly as possible?”**   But, do shoppers like this new self-checkout arrangement? That is *the* question. So, let’s get an answer.   [***See Also: Walmart X: Inside the Customer Experience at Walmart [Special Report]***](https://info.fieldagent.net/walmart-x)   ## ***Mystery Shopping Walmart’s Self-Checkout Store***   Over the weekend, *Endcaps & Insights* used the Field Agent on-demand platform to send 20 agents to Walmart #359. There, agents purchased at least three items totaling $5 or more through Walmart’s new front-end checkout system. Agents captured photos throughout the checkout process, and we share some of these below. Following the in-store phase, *Endcaps & Insights *posed several questions to participants about their experience with the self-checkout store, to understand their likes, dislikes, and preferences.     ***The self-checkout area at Store #359 works like this:*** Shoppers enter the large, rectangular checkout area from one of two entrances. One or more associates may be at the entrance, greeting and directing shoppers.   ![Walmart Self-Checkout Store Agent Photo 2](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo2.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo2.jpg) ![Walmart Self-Checkout Store Agent Photo 3](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo3.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo3.jpg)   The checkout area is demarcated from the rest of the store by a long wall lined with snacks, drinks, and other impulse items. There are also dedicated "Grab & Go" areas just outside the checkout area with hot and cold foods, beverages (including single-serve alcohol), and the like.   ![Walmart Self-Checkout Store Agent Photo 4](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo4.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo4.jpg)   Inside the checkout area, yellow-vested Walmart associates stand at-ready.   ![Walmart Self-Checkout Store Agent Photo 5](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo5.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo5.jpg)   Green lights atop each self-checkout kiosk notify shoppers when stations are open and available.   ![Walmart Self-Checkout Store Agent Photo 6](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo6.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo6.jpg)   In all, **38 self-checkout kiosks line the perimeter of the checkout area.** Each kiosk includes stationary and handheld scanning equipment, a bagging area, and a place to park the shopping cart.   ![Walmart Self-Checkout Store Agent Photo 7](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo7.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo7.jpg) ![Walmart Self-Checkout Store Agent Photo 8](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo8.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo8.jpg)   After the purchase, customers leave through one of a few exit ways on the opposite side of the checkout area from the entrances.   ![Walmart Self-Checkout Store Agent Photo 9](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-Photo9.jpg?width=600&name=Walmart-Self-Checkout-Store-Photo9.jpg)   Those are the ins-and-outs, but what did shoppers think about Walmart’s new front-end checkout system? Is it a keeper? ***Below we offer the results from this mystery shop as a 7-question QuickFire Q&A.***   ## ***QuickFire Q&A: Walmart’s New Self-Checkout Configuration***   ### ***1. What words would you use to describe the new checkout layout/process?***   After purchasing their items, each participant had the chance to suggest three words that best describe the new self-checkout configuration. The most common word? **“Fast” (or “quick”). It was cited by 11 different agents. Close behind in second place was “easy,” mentioned 10 times.** Other words suggested more than once include: - “Efficient” (6 mentions) - “Open”/“roomy”/“spacious” (6) - “Big”/“Large” (3) - “Clean” (3) - “Busy” (2) - “Helpful” (2) - “Convenient” (2)   ### ***2. What did shoppers particularly like about the self-checkout configuration?***   We also gave all 20 participants the opportunity to express three things they particularly liked about the new self-checkout arrangement. Their responses aggregated primarily around four themes, in no particular order: - The number of kiosks - Speed of the checkout process - Number of associates available to help - Spaciousness of checkout area (“contact-less”) and self-checkout stations As one agent commented, > “I enjoyed the ease of shopping and checking out." While another said, > “The remodel of the checkout system showed me that this store is taking COVID seriously and making improvements to have the least contact it can. I think it shows [the store's] efficiency and response to a crisis.”   ### ***3. What did they dislike about the changes to the front-end checkout area?***   Same question, but this time we asked agents for three things they *disliked*. Primary themes included: - Difficulty scanning multiple items (i.e., better for buying a few items) - The “crowd” of shoppers/associates - Kiosks situated too close to one another - Impersonal (i.e., little or no face-to-face interaction) - Concerns for certain groups (e.g., elderly, disabled, parents with kids, tax-free shoppers, alcohol-buyers) and their ability to conveniently use the system In the words of one straight-shooting participant, > “Maybe I'm old-fashioned or even just a little bit lazy but walking a Walmart is like walking an entire football field. When it's time to checkout a lot of items, I'm tired and I would prefer the traditional check out system. However, when purchasing just a few items, I like the [speed] and efficiency of the self-checkout.” Notably, negative opinions (i.e., dislikes) were less common across the full results, but perhaps more intense than positive opinions.   ### ***4. How did participants rate the new self-checkout layout/process?***   Following the experiential portion of the mystery shop, all 20 shoppers rated the self-checkout layout/process on several dimensions, with 5 “excellent” and 1 “poor.” As the graph shows, **at 4.7, the new front-end checkout model received the highest marks for speed and efficiency**—somewhere between “excellent” and “very good.” At 3.5, however, participants were less positive about the configuration of the kiosks themselves (e.g., how they’re laid out).   ![Rate Walmart's Self-Checkout Configuration](https://blog.fieldagent.net/hs-fs/hubfs/Walmart-Self-Checkout-Store-RateConfiguration1.jpg?width=724&name=Walmart-Self-Checkout-Store-RateConfiguration1.jpg)   ### ***5.******Which checkout system—self-checkout or traditional—do they prefer?***   Here’s maybe the most critical question: Do shoppers prefer the new self-checkout format over traditional, clerk-operated checkout lanes? In a word, yes. But it likely depends on context. Some agents said they prefer the new self-checkout arrangement when purchasing relatively few items, but clerk-operated lines when stocking up. And, as you can see in the graph, while **85% of participants said they prefer the new self-checkout model during an infectious outbreak like COVID-19**, the layout/process might be less popular under “normal” conditions (i.e., when there isn’t an outbreak).   ![Walmart Self-Checkout Store Preferred Checkout Model](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-PreferredCheckoutModel.jpg?width=1000&name=Walmart-Self-Checkout-Store-PreferredCheckoutModel.jpg)   ### ***6. Does the new arrangement make shoppers more or less likely to shop at the store in the future?***   In all, exactly half of participants said they’re more likely to shop at Store #359 following the change to the checkout system.   ![Walmart Self-Checkout Store More or Less Likely](https://blog.fieldagent.net/hs-fs/hubfs/Campaigns/Walmart%20Self-Checkout%20Store/Walmart-Self-Checkout-Store-MoreorLessLikely1.jpg?width=1000&name=Walmart-Self-Checkout-Store-MoreorLessLikely1.jpg)   ### ***7. What suggestions do shoppers have for Walmart as it tweaks the operation?***   Depending on the shopper and their experience with the new self-checkout system, suggestions were varied. Common suggestions included: - Staff the area with even more associates - Train associates to make it a more personal experience - Have associates constantly directing shoppers - Provide more space in each kiosk - Spread out kiosks even more - Provide more ways in and out of the checkout area - Make more accommodations for particular groups (e.g., disabled, alcohol-buyers, shoppers with multiple purchases)   ## ***Checking Out: What We Learned***   Based on the results, **we generally expect those who have used self-checkout in the past to be pleased with the new configuration**. However, those shoppers unaccustomed to self-checkout, or who particularly like the option of traditional checkout when stocking up, buying produce, etc., will be the crux of the matter for Walmart. As one participant said, > “I observed the lady [beside] me frustrated because she had a large load in her cart.” Overall, however, participants were more positive than negative about Walmart’s reconfiguration. During a viral outbreak, **fully 17 of 20 participants said, “Give me this new self-checkout system over traditional checkout,” though this number falls to 13 of 20 under normal conditions.** Upbeat news for Walmart, though shoppers do see places to improve the current checkout arrangement at Store #359. One thing’s for sure: From checkout systems to grocery pickup, **we at *Endcaps & Insights *will keep our eyes on developments across the retail industry…so we can inform you, the retail professional, what shoppers think.** [Insights](https://www.fieldagent.es/blog/tag/insights) - [ << Previous Post **](https://www.fieldagent.es/blog/la-actividad-promocional-en-la-era-covid) - [**Next Post >> ](https://www.fieldagent.es/blog/de-compras-con-la-generacion-z-el-informe-especial) ## Para Agentes ## Soluciones ## Contacto Calle Doctor Fleming Madrid, Madrid [Contacto](https://www-fieldagent-es.sandbox.hs-sites.com/contact-us) © 2023 Field Agent Spain. All Rights Reserved. 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