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Predictability, choice and control

Provide alternative checkout options

Offer flexible checkout experiences with reduced interaction and noise so customers can choose what feels most comfortable.

alternative checkout option

Why this matters

 

Many people find being expected to chat at checkout stressful or tiring. When you offer options that don’t require small talk, more people can shop comfortably.

These can include self-checkout or quiet lanes with lower scanner volume. Train staff so small talk at checkout is optional, not required. 

“It’s ideal to be working towards having zero beeping. There are so many ways of calling attention to things without having a sound that produces a fight-or-flight response in a lot of people.”

Community Member

What best practice looks like:

 

  • Self-checkouts open
  • Quiet checkout lanes. Clear walking space, reduced displays and merchandise in quiet checkout lanes.
  • Train staff that conversation is optional, not required
  • Muted or reduced scanner beep volume. Give the option to reduce or turn off self-checkout volume when you can.
  • Priority lanes for customers who need faster service
  • Handheld or in-app scanners for people who want to scan as they shop
  • Signs showing quiet and priority lane location

Example:

A supermarket sets up Lane 4 as a ‘quiet checkout’. It has a sign “Quiet lane: minimal conversation, reduced beeps.” Staff greet customers but don't initiate small talk unless the customer does first.