earticle

영어

This study examines the usability of self-checkout (SCO) systems in South Korean hypermarkets, accelerated by the COVID-19 pandemic. Employing observational studies, interviews, and qualitative analysis at Lotte Mart, six participants' SCO interactions were analyzed using Hierarchical Task Analysis and link analysis, with interview data processed via NVivo. Results indicate general user engagement with SCO, but highlight critical usability issues, notably age verification requiring staff intervention, and potential interface information overload. The research proposes integrated ID scanning or mobile authentication for age verification, and streamlined interface designs to enhance SCO efficiency. This study, while limited by sample size and exclusion of elderly participants, provides actionable insights for improving self-service systems in South Korean hypermarkets.