Project Overview

NCR SelfServ[TM] 90 is a compact, card only self-checkout solution offering shoppers the speed, convenience, and simplicity they expect. The small footprint makes it an ideal solution for just about any retail format, large or small, and can augment an existing self-checkout estate or even be the only self-checkout option. The unique form factor and size provides the flexibility to install it just about anywhere—from a standing pedestal, to a counter-top, or even on a wall.

The NCR SelfServ 90 gives shoppers the same benefits of the traditional self-checkout they value with a focus on streamlining the checkout process for the small basket shopper. TheNCR SelfServ 90 is ideal for high volume stores with small basket sizes and strong card usage. By eliminating the cash and coin tender features, the weigh scale and optimising the ergonomic design for card or contactless payments the SelfServ 90 both simplifies the consumer interaction and reduces the total investment for the retailer.

The NCR SelfServ 90 is the result of a collaborative project with a major international retailer. The retailer's innovation team brought a specific set of problems to the NCR CxD team. Through collaboration, concept visualisation, rapid prototyping, live field testing followed by a further iteration of the concept, the SelfServ 90 was developed. The solution met fully our partner's requirements, but also those of a large number of innovative retailers and hospitality organisations internationally. This is NCR's latest purpose - designed card only self-checkout terminal. The retailer had identified a customer service issue of unacceptable check-out waiting times in high traffic urban stores during peak times, typically the lunch break rush, and a project was kicked off by the retailer's innovation team. The NCR team proposed an iterative design led development approach which was acceptable to the retailer. Working quickly, NCR was able to provide the retailer with 12 units to pilot live in three stores just 12 weeks after the initial thumbnail sketches. A revised and final design was installed only 12 weeks after the feedback from the initial pilot was received. Roll out in significant numbers quickly followed.

Project Details

Prior to the development of the NCR SelfServ90, NCR provided similar functionality through adaptions to general purpose kiosk products or scaled down versions of the market-leading NCR FastLane SelfServ[TM] Checkout. However these had not been widely adopted by the retail industry. Whilst these earlier solutions had similar functionality to the NCR SelfServTM 90, their overall form, scale, ergonomic layout of the interaction areas and their appearance was not attractive to either the retailer or the consumer. This development was realised through a small team activity involving three main parties (the retailer's innovation team, NCR Consumer Experience Design (CxD) team and NCR Solution Management) with the engagement of a rapid prototyping vendor.

First we mutually agreed the on the problems to be solved:

1. Reduce customer walk-aways and increase consumer satisfaction and sales through the reduction in wait time at checkouts during peak times.

2. Deliver a solution that was ease to use, easy to maintain, compact in size and cost- effective to enable widespread deployment in space constrained retail locations without impacting merchandising space.

3. Present a modern aesthetic look to match the expectations of the new generation of shopper and compliment new store formats

The solution is a self-contained terminal with a simple user interface incorporating a zero- bezel multi-touch display, an EMV-compliant chip and PIN reader with contactless card capability, a 2D imaging scanner, an integrated receipt printer, a coupon bin and a discreet attendant notification light. Installation flexibility was a key factor since it had to be installable almost anywhere in a store —from a floor-standing pedestal, to a countertop, or even a wall mount. A small footprint has been achieved even when accessories for a basket or bagging are present. The space required is approximately half of that required by a traditional, full tender self-checkout.

From the first pilot and through the subsequent deployment, customers have quickly adopted this convenient new checkout option. "They find this new 'grab and go' concept makes shopping even more convenient, especially during peak hours."

The NCR SelfServ 90 is a unique response to the problems faced by retailers internationally – making shopping fast, easy, and convenient for time-starved digitally-enabled consumers. From the initial sketches the focus of the NCR CxD team was on the development of a functional and attractive terminal that would be intuitive to use and aid the hurried shopper within the physical realities of modern fast paced shopping environments. By making the decision to eliminate the note and cash handling capabilities of the familiar self-checkout terminals, and design for the growing card and contactless cards enabled consumer, the product could be very different to other self-checkout products like the NCR FastLane SelfServ. The challenge was combining all of the user interface components with the PC core, power supply, audio speakers, cooling fans and harnessing, and security module in a densely populated small self-contained cabinet. The installation flexibility – pedestal, wall or counter enables retailers to install more service points and utilise space which could not have been used by other self-checkout solutions. The terminal has a recommended installation height, but as it is not constrained only to a floor mounted pedestal, it can be installed lower or higher to suit the extremes of the population. Whilst a vertical user interface surface was considered to reduce the footprint even further this would have compromised the human factors for a range of users, the decision on a reclined display has proven to be a comfortable angle for both display viewing and scanning of goods for all users.

The primary user of the NCR SelfServ 90 is the shopper. For the shopper the benefit is convenience, availability of more checkout points to reduce waiting times and a simple user interface designed for fast cashless transactions. The service provider has the ability to provide more service points to their consumers, reduce lines at peak times, potentially free up more space for merchandise or more checkouts. Fewer electro-mechanical devices translate into higher reliability and availability. The service and replenishment access facilitates quick replenishment and maintenance.