Greetings everyone and I’m Christian Robicheau at the Sterling Creations desk.
Happy to be here and to be sharing our president’s editorial with you.
Today, Donna J. Jodhan zooms in on the continuing discussions on the benefits and advantages versus the disadvantages of self checkouts.
Read her editorial and send along your thoughts to her at donnajodhan@sterlingcreations.ca
Wishing you a great weekend.
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The Dollarama Dilemma
By Donna J. Jodhan
Self-Checkouts vs. Cash Registers: A Dilemma for Vision-Impaired Shoppers at Dollarama
During a recent visit to the Dollarama store in Bridlewood Mall, I found myself facing an all-too-common dilemma that many shoppers, particularly those with disabilities, encounter when navigating modern retail environments: the growing presence of self-checkout kiosks. The store, which had several self-checkout stations, had only a few traditional cash registers with staff to assist customers. As a vision-impaired individual, I am unable to independently use the self-checkout kiosks, so I sought assistance.
I turned to a staff member standing nearby and explained my situation, requesting help with the checkout process. At first, she directed me to the self-checkout kiosk. However, when she realized that I could not use the machine on my own, she quickly moved to the traditional cash register to help me complete my purchase. As I waited, I noticed a few other customers who, despite being fully capable of using the self-checkout, were refusing to do so. They too were opting for the traditional cash registers.
This experience raised an important question: What should Dollarama do in such a situation? Should they cater to the reluctance of customers who avoid self-checkouts and stick with the traditional registers? Or should they push forward with their automated systems and force customers to adapt, even when some people—like myself—are unable to use them independently?
The Growing Popularity of Self-Checkout
In recent years, self-checkout kiosks have become a common feature in many retail stores. They are often seen as a way to speed up the checkout process, reduce labor costs, and provide customers with an efficient, streamlined shopping experience. Many customers appreciate the convenience of scanning their own items and quickly completing their transactions without waiting in line.
However, self-checkouts are not a one-size-fits-all solution. While they may be convenient for some, they present a significant challenge for others. Vision-impaired customers, like myself, rely on staff assistance to navigate these systems, but the level of support provided can vary.
In some cases, the presence of self-checkouts may even limit accessibility for people with other disabilities, such as those who have difficulty handling small objects or reading digital screens.
The Case for More Human Interaction
While self-checkouts may work well for some, they are not universally accessible. For individuals with visual impairments, cognitive disabilities, or other conditions, a human cashier is often the best option for a smooth and independent shopping experience.
Dollarama, like many other stores, has embraced self-checkouts as part of its broader strategy to modernize operations. However, this can unintentionally create an exclusionary environment for some customers. In my case, while a staff member was quick to recognize my need for assistance, the broader issue remains: for many vision-impaired customers, the reliance on self-checkout kiosks can feel like a barrier, not a convenience.
As I waited at the traditional cash register, I couldn’t help but notice a subtle shift in the dynamics of the store. Several mainstream customers, even those without any apparent disabilities, were opting for the traditional registers over the self-checkouts. Some appeared frustrated or confused by the kiosks, while others simply seemed uncomfortable with the technology. This raises the question: What is the right balance between self-checkout convenience and human assistance?
What Should Dollarama Do?
So, what should Dollarama do in this situation? It’s clear that there is no easy answer, but a few potential solutions could help create a more inclusive and efficient shopping experience:
1.
Maintain a Balance of Self-Checkouts and Traditional Registers: While self-checkouts are here to stay, Dollarama could consider ensuring that there are enough human-staffed registers available for customers who need assistance. This would allow people with disabilities, as well as those who prefer a more personal experience, to still have access to a cashier when needed.
2.
Staff Training and Accessibility: Staff members should be trained to recognize when customers need help with self-checkouts and should be readily available to offer assistance. Additionally, stores could explore ways to make self-checkout kiosks more accessible for individuals with various disabilities—whether through audio cues, larger text options, or other assistive technology.
3.
Customer Feedback: Dollarama and other stores could benefit from gathering more feedback from customers—especially those with disabilities—on their experiences with self-checkouts. This information could guide decisions on how to improve accessibility and customer service, ensuring that all shoppers feel welcomed and supported.
4.
Return to Human Registers for Special Needs: In some cases, it may be necessary to break with the trend of automation and provide more traditional, human-operated checkouts for individuals who cannot independently use self-checkout kiosks. This could also address the discomfort some customers feel when using self-checkouts, ensuring that every customer has a choice.
Conclusion: A Step Towards Inclusivity
Ultimately, the goal should be to create a retail environment that is inclusive for all customers, regardless of their abilities. As technology continues to evolve, stores like Dollarama must find ways to balance convenience with accessibility. Self-checkouts may offer many benefits for some, but they shouldn’t come at the expense of customers who need human assistance.
For vision-impaired customers like myself, and for many others who struggle with technology, the solution may lie in providing a mix of both self-checkout options and traditional cash registers staffed by helpful, attentive employees. That way, all customers—whether they are tech-savvy or not—can enjoy a more seamless and inclusive shopping experience.
To learn more about me as an award winning sight loss coach and advocate visit www.donnajodhan.com
