REPORT
Dec 2, 2013
Self-service: leaving shoppers to their own devices

From paying at self-checkouts to ordering with apps, modern shoppers are handling more and more elements of the shopping journey themselves. But is streamlining the shopping experience removing the personal element of retail?

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Scope

In 1916, the ‘do-it-yourself’ shopper was born. It was the year US-based Piggly Wiggly introduced the first iteration of self-service – in the shocking form of customers having to walk around the store filling their own baskets. [1]