M&S plans to revolutionise shopping with self checkouts in changing rooms.
- The initiative aims to eliminate the need for customers to queue twice.
- Self checkouts will be rolled out in over 100 stores by 2028.
- Concerns about shoplifting are addressed with staff presence in fitting areas.
- The change is part of a broader store revamp including various product ranges.
M&S, the well-known retailer in fashion and food, is implementing a new technology to enhance shopping experiences by introducing self checkouts directly inside changing rooms. This initiative is designed to help customers avoid queuing both at the fitting room and at the main checkout, streamlining the shopping process.
The technology is set to be implemented in over 100 of its clothing stores by early 2028, according to reports. M&S aims to install these facilities across its entire clothing estate as part of a larger store refurbishment plan.
Sacha Berendji, Operations Director at M&S, expressed the company’s ambition stating, “We’d like customers to be able to walk straight into the fitting room with no queue, try on what they’ve chosen, then pay there and just walk out.” This reflects a commitment to creating a seamless shopping experience for patrons who prefer efficiency.
To address concerns raised by M&S Chairman, Archie Norman, regarding potential shoplifting facilitated by self-service, M&S plans to station staff in changing room areas. Norman highlighted that self checkouts could lead to increased shoplifting, especially when customers feel scanners have not functioned properly. Despite these challenges, M&S remains optimistic, emphasising customer choice and technology as dual components in this modern shopping environment.
Currently, the self checkouts have been installed in 28 refurbished M&S locations, including a flagship store in Leicester’s Fosse Park. These changes are a part of M&S’s broader strategy to revamp its stores, which encompass home, food, and clothing ranges along with individual food halls.
M&S’s initiative represents a significant shift towards modernising retail, aiming for technological improvements that enhance customer convenience.
