Tuesday, December 20, 2016

The happy selfscanner: lessons about introducing new technologies

My supermarket introduced self-scanners. I'm not someone who is at the forefront of any new technology. For instance I'm secretly against the microwave ... Yet I've thrown myself into the self-scan adventure because it seemed a good experience. I would like to experience and compare myself with anyone in an organization that does not feel like using a new tool. In the supermarket I am the one not really interested in a new tool.

The first day after the opening as self-scan supermarket there was immediately a girl at the entrance who invited me to try out self-scanning. She explained how easy it was. I went first to the bananas to walk immediately stuck there. There was no code to scan on the banana ... and there was no one around. I chosen for other fruits. For the rest it was easy enought, although I felt quite stupid with such a large scanning device in hand. At the exit again there was someone to help me with the payment and exit. This was nice because I could ask her about my banana problem. She told me I could weigh bananas at the end.

The second visit I had real doubts about continuing to scan, it seemed pretty easy just turn to my old way and get my own bananas. I also did not feel that the self-scan had saved me time the first time. You do not have to wait at the cashier, but the lines are not very long. Scanning and searching the code also takes time. Perseverance helped me: I was nevertheless happy when the scanner indicated by sound when a second item was half price. Normally I wouldn't bother much, but now I went for the discount. When scanning a second article, I heard KATCHIENG a cash register sound. I made another banana mistake: I put the scanner back before weighing and I had to leave them behind... What I noticed is that I felt weird about loosing contact with the cashier. Even though I never have long filosophical dialogues with them. The third time I learned that you can pack up your bag during your shopping time which saves packing time. And you avoid the most stressful moment in the store: to pack your bag before the groceries of the next client are coming.  The fourth time I did this and I felt totally awesome! For the fifth time, it felt like a new way of shopping.

If I look at my experiences from a distance:

  • It helps if there are people to help and explain at the right times, but there are always moments when you have to fix it yourself.
  • The moment I almost pulled out was the second or third time. The first time I wanted to give it a try and try something new. The second time there was real reason. It felt good to shop in the old way.
  • I was when I found out I could put things in my bag while shopping that I saw an advantage. However, no one had told me about this advantage.

This scientific experiment (with n = 1) leads to the following conclusions about introducing new media in an organization, for instance a social intranet or a team tool like Slack.
  • Make sure there is enough help and support available to assist people, especially after the initial period. It is not difficult to convince people to give it a try, however to persevere? 
  • Do not underestimate what it takes energy to develop a new routine. It help to search motivations (which may be different for different persons). You could also point out that at the start it may demand more time, but saves time later.
  • Looking at the benefits. Which can be different for everyone, but you may beforehand test it, find out the benefits and emphasize those.
ps I hear now also other self-scanners with katjieng! I'm not the only crazy person anymore ...

2 comments:

Ben Ziegler said...

Hi Joitske, another aspect of the scanners (at least where I live) is that they seen mostly to be used if you only have a few items. If you have a big shopping cart full of items, most people still go to the usual checkout, to be served by a cashier. I'm not sure what the psychology behind that is - too many items to self-scan = too much technology?... if lots of items, just let the cashier deal with it? Maybe there is a tipping point to how much technology (eg self-scanning) we want?

Joitske Hulsebosch said...

Interesting how much psychology goes into a simple thing as self-scanning... A friend posting on the other blog not scanning because of pity with the professional scanners. Something that entered my mind as well as a dilemma. Taking somebody's job away.