The diploma thesis deals with analysis of these modern retail technologies and identifies current knowledge and awareness of consumers. The biggest emphasis is placed on self-checkouts. In the beginning of this thesis are described and explained the theoretical background. In the practical part there is a survey, which consist of the questionnaire research, the observation and the structured interviews. Based on these three methods there is identified how consumers and retailers perceive these technologies. The conclusion contains the evaluation of gathered information and the presentation of some options for improvement.

This report examines usability shortcomings of a self-checkout (SCO) and subsequently explores improvement suggestions for these issues using the double diamond design process. Shortcomings are identified through a heuristic evaluation against Jakob Nielsen’s ten usability heuristics and through a user study conducted in a retail environment. After prioritizing the identified problems, two issues are addressed: members missing to input their membership information and the checkout process slowing down due to the bag selection and payment method screens. After studying how other SCOs operate and gathering user opinions on SCO experiences, improvement proposals are presented. A new step for inputting membership information is proposed and a redesign of the screens for bag selection and payment method is suggested. To verify if the new design contributes to increased usability, a test is conducted; however, the results are not significant enough to demonstrate an improvement.