Express Locations Worldwide Implement Updated Self-Checkout Dashboard
A new update is in town!
Express self-checkout dashboards are getting a makeover to make shopping easier. The Keesler Air Force Base Mini Mall’s self-checkout dashboards were the first to debut the update this spring, and nearly 300 locations have followed. The updated dashboard has contributed to a $1 million sales increase for the Exchange over the previous year while enhancing accuracy, efficiency and customer experience.
Initially, all 370 Express self-checkouts worldwide displayed the same items on-screen, even if some locations didn’t carry certain products, such as coffee, fountain drinks, carbonated slushies and roller grill items. This led to errors and inefficiencies, prompting the system to log sales that were not accurate. If a shopper selected an unavailable item, such as a 7-pound bag of ice when only an 8-pound bag was in stock, the shopper would receive an “item not found” prompt, requiring associate intervention and sometimes a refund. The menu was impractical, forcing customers to search through 15 submenus to find products, which slowed down checkout.
The new dashboard introduces several improvements. Instead of a one-size-fits-all approach, stores now display only the items they carry, improving tracking, replenishment and reducing purchase errors. The menu structure has been streamlined from 15 submenus to six, making navigation more efficient, an innovation implemented by Melissa Cleary, business analyst.
Leading the new initiative with the support of Store Tech and Operations VP Tim Kelly; Chief of Point-of-Sale Dr. Lisa Comstock set up the data-collection system. Her team ensured stores had visibility into a proper database, redesigned the grid structure to efficiently introduce new programs, refined images and planned the rollout to the stores.
“Operational efficiency has improved, as associates are called to the register less often for voids,” Comstock said. “The IT team now has a more structured system for updates, making it easier to implement new programs like Fresh Bakery.”
Robins AFB Express Manager Zuleika Peña with the new self-checkout dashboard.
From a technical standpoint, the back end now integrates with a database, enabling automation and easier support.
From the program development side, Marc Szantyr, Consumables program specialist, provided guidance on the intent behind various programs, such as promotions for Hunt Brothers Pizza. The new dashboard makes it easier—and clearer—for shoppers to add a second pizza with $1 savings. His customer-first approach helped shape strategies that prioritized ease for both customers and store staff.
The dashboard looks better too. The item images have been standardized with a white background, and the system now links images directly to menus, allowing for quick, automatic updates. While many of the self-checkout dashboards display the installation’s name, store-specific banners were also added to select self-checkout screens, showcasing brand identity, with standout examples like Keesler’s Mini Mall donning an image of the 81st Training Wing.
Quality Analyst Ed Lamothe created more than 300 facility-specific dashboards, and Senior Business Process Specialist Umesh “Raj” Rajagopal assigned each dashboard to the correct facility.
Because of their efforts, Comstock said, “We were turning these screens around in less than seven minutes each with the ability to mass update.”
To quickly update the screens, the team built a general dashboard template with all items sold within the Express locations. After the stores submitted their inventory, Comstock’s team duplicated the dashboard template and customized it specifically to the store’s needs.
Associates in the field appreciate the improvements.
“The new dashboard has greatly improved efficiency, customer experience, and sales,” said Keesler Mini Mall Express Manager Wendy Cleland. “Customers can now navigate to their purchases more easily, reducing the need for attendant intervention when selecting the wrong item. Sales tracking is now more accurate, helping identify missed revenue opportunities.”
