You have probably seen it, videos with captions like “Scanning is a staff member’s job, not a customer’s.” At first glance, it sounds reasonable. After all, are staff not there to do the work? But for many people, especially those on the autism spectrum, self-service machines are not about taking over a job. They are about control, independence, and accessibility.
The Accessibility Perspective
For some autistic individuals, everyday interactions can be overwhelming. Busy checkouts, bright lights, and the pressure of keeping up with a queue can make a simple task like buying groceries a stressful ordeal. Self-service machines offer a safer, more predictable alternative.
- Reduced social pressure: No small talk, no rushing, and no feeling judged, just scanning at your own pace.
- Consistency and predictability: Machines behave the same way every time. This consistency can reduce anxiety and create a sense of calm in an otherwise unpredictable environment.
- Sensory control: Users can scan one item at a time, adjust their pace, and avoid the sensory overload of crowded, noisy staffed checkouts.
- Independence: Being able to complete a task alone fosters confidence and dignity, a benefit that additional staff presence cannot always provide.
A UK Accessibility Context
In the United Kingdom, accessibility is not only a social consideration but also a legal one. Under the Equality Act 2010, businesses are required to make reasonable adjustments so that disabled people are not placed at a substantial disadvantage when accessing goods and services. Autism is recognised as a disability under this legislation. For some individuals, self-service machines can form part of those reasonable adjustments by offering an alternative to high pressure, socially demanding checkout experiences. Removing or discouraging their use without providing an equivalent accessible option risks excluding people who rely on them to shop independently.
Reframing the “Staff vs Customer” Debate
Self-service machines do not exist to replace humans. They exist to provide choice. For some customers, that choice is essential. Claire, a neurodivergent shopper, explains, “Scanning my groceries myself reduces panic attacks at checkout. It is not about taking a job from staff. It is about being able to shop without fear.”
When viewed through an accessibility lens, self-service becomes a tool for inclusion, not a threat to employment.
Making Self-Service Truly Accessible
Businesses can do a great deal to ensure self-service machines support everyone, not only the confident or neurotypical.
- Clear instructions: Simple, easy to read text and visuals make the process intuitive.
- Quiet or low sensory zones: A calmer area can significantly reduce stress.
- Optional staff support: Staff should be available for assistance without taking control away.
- Adjustable pace: Allow customers to scan item by item and pause without pressure.
These changes do not only benefit autistic users. They improve the experience for anyone who prefers a slower, more controlled environment.
A Broader Perspective
Technology should be a bridge, not a barrier. When designed with accessibility in mind, self-service machines make everyday life easier for people with anxiety, sensory sensitivities, or neurodivergence. That improvement benefits everyone.
So the next time a video complains about customers doing staff work, it is worth remembering that sometimes the best way to serve people is to let them serve themselves.
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