Woolworths is making significant changes to its Scan&Go Mobile payment system, which has been operational since 2018. The supermarket chain is in the process of eliminating this feature from numerous stores, following customer feedback which indicated challenges in using mobile devices for scanning while handling items.
A Woolworths spokesperson announced the company’s decision, highlighting that many shoppers found it difficult to scan products with their phones while managing a basket. In response, Woolworths will transition the Scan&Go technology to their newly introduced Scan&Go trolleys, designed for a hands-free shopping experience. These trolleys, which have been in select stores for a year, allow customers to scan and pay for their items using store tablets instead of their smartphones.
This adjustment, however, comes with a mixed reaction. Currently, Woolworths has around 74 stores equipped with the original Scan&Go Mobile technology. The company plans to roll out the new trolleys to an additional 25 stores in the upcoming weeks. Despite the expansion, over three dozen locations have already seen the removal of the mobile scanning feature, leaving many customers disheartened.
Many shoppers expressed their disappointment over social media, with some stating how much they relied on the convenience of Scan&Go. Customers enjoyed the ability to manage their shopping efficiently without the need for double handling or interaction with staff.
While some stores in New South Wales, Victoria, South Australia, Western Australia, Queensland, and the ACT will continue to permit the use of the Scan&Go Mobile app, shoppers will need to adjust their expectations. From 3 July onwards, customers will not be able to complete payments via their phones. Instead, they must use the Scan&Go checkout, where they can scan a code using their app but will need to pay through the in-store payment terminals.
Woolworths is committed to using customer feedback to enhance their shopping experience, as reflected in the positive responses received from initial trials of the Scan&Go trolleys. The change represents a move towards more streamlined and user-friendly solutions in the supermarket landscape.
For those looking for more information on affected stores, Woolworths has made a list available on their website. Customers who appreciate the Scan&Go format will need to adapt to ongoing changes as Woolworths evolves their technology offerings.
