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Understanding the Role of Video Technologies to Control Self-scan-related Retail LossesAdrian BeckEmeritus ProfessorUniversity of Leicester
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Impact of On-line and growing intolerance of ‘friction’
The Amazon
Go Store
Growth of Friction-free Shopping
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Innovation and Retail: Checkout and Pay
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Rise of Self-scan in Retailing
• Initially, exclusively an opportunity to reduce retailer costs and improve efficiency
• Often caused more perceived friction in retail space
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SCO and Front-end Transformation
• Developments in thinking, consumer behaviour and technology:
• Enable more checkouts to be available
• Increase choice of checkout options, more flexibility
• Reduced queuing, less friction
• Speed up the shopping journey
• Improve convenience
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New Study on the Impact and Control of SCO
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Main Causes of SCO Losses and Error
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Calculating the Impact of Front-end Configurations
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Controlling SCO: Keeping Customers Honest and Accurate
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• Packaging and Barcode Issues
• Set-up Issues
• Product Protection Issues
Minimising Product-Driven Errors
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Amplifying Risk and Enhancing Detection: Fixed SCO
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Controlling Fixed SCO: Technology
weight scales – it caused so many interventions that we took the decision to switch it off
we did think about turning it off completely but it was seen as a step too far for the business at that time
in this company there is a firm defence on the value of weigh scales – this is our safety net
Scan Verification Technologies:
Weight-based Systems
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Controlling Fixed SCO: Technology
Scan Verification Technologies: Non-scanning Alert Technologies
• Mixed views on applicability
• Issues concerning scalability
• Some systems myopic in scope
• Emerging technology
• Combine with weight-based system
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Controlling Fixed SCO: Technology
Product Verification Technologies
• In trial mode at the moment
• Focussed upon mis-scanning and system usability
• ‘seems like a good idea but it mustn’t slow down the transaction time because the system is constantly checking’
• Possible ‘nudge’ technology – keep the shopper honest and accurate
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Amplifying Risk and Enhancing Detection: Scan and Go/Mobile SCO
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Forms of SCO-related Video Deployment
SeamlessPro ActiveActivePassive
• Public View Monitors• Personal Display
Monitors • Visual Deterrence
• Alert Monitoring • Product ID• Age Verification • Enhanced Audit• Exit Control
• Auto-shopping• Consumer & Produce
ID & Auto Payment
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Benefits and Challenges
• Cheap
• Does it make a difference?
• Enable better measurement of impact
• Enhance security & speed of transactions
• Reliable and accurate?
• Provide ROI?
• Strong deterrent potential
• Address mis-scanning• Speed up transactions• Increase efficacy of
supervisors• Enhance security
• Issues with accuracy & speed?
SeamlessPro ActiveActivePassive
• Public View Monitors• Personal Display
Monitors • Visual Deterrence
• Alert Monitoring • Product ID• Age Verification • Enhanced Audit • Exit Control
• Auto-shopping• Consumer & Produce
ID & Auto Payment
• VERY low levels of friction
• Customer satisfaction• Speed• Labour saving• End of shop theft?
• Scalability?• Accuracy?• Cost?• Managing exception
products?
Potential Benefits
Potential Challenges
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Scaling Amazon Go?
Average Size of UK Grocery Store
Current Size of Amazon Go Stores
Approximately 15 Times Larger
Possibly as many as3,000 Cameras& Weight-based Shelving
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Benefits and Challenges
• Cheap
• Does it make a difference?
• Enable better measurement of impact
• Enhance security & speed of transactions
• Reliable and accurate?
• Provide ROI?
• Strong deterrent potential
• Address mis-scanning• Speed up transactions• Increase efficacy of
supervisors• Enhance security
• Issues with accuracy & speed?
SeamlessPro ActiveActivePassive
• Public View Monitors• Personal Display
Monitors • Visual Deterrence
• Alert Monitoring • Product ID• Age Verification • Enhanced Audit • Exit Control
• Auto-shopping• Consumer & Produce
ID & Auto Payment
• VERY low levels of friction
• Customer satisfaction• Speed• Labour saving• End of shop theft?
• Scalability?• Accuracy?• Cost?• Managing exception
products?
Potential Benefits
Potential Challenges