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FAQ: Impact On Cashiers
1. Is LaneHawk hard to use?
Not at all! LaneHawk is integrated with the retailer's POS system, and customized to work with your existing user interface and POS displays. The user interface is comprised to two elements: how the LaneHawk items are displayed on the screen, and what keys/functions are assigned process the LaneHawk items. There are only five actions to process the BOB item list: Accept, Scroll Up, Scroll Down, Quantity Up, Quantity Down, and Clear. Training typically takes 10-15 minutes for an average cashier; within 1-2 hours of using LaneHawk live, a cashier can be quite proficient.2. What does the cashier see?
When LaneHawk recognizes BOB items on a customer's shopping cart, it will display a small icon on the POS display and the video monitor (the icon can be color-coded for additional clarity on the video monitor). When the cashier presses the "Total" key, a "LaneHawk List" with the BOB items and quantities is displayed on the video monitor. Although the cashier can continue to scan items, he/she cannot tender out until the LaneHawk items have been addressed.In the LaneHawk list (displayed on the video monitor), LaneHawk has three ways of recognizing and displaying BOB items. If the item is clearly recognized by LaneHawk, it will be presented as an "Item Match" on the POS, and the cashier simply presses the "Enter" key, and the item is added to the transaction. A second way an item can be displayed is in a "Choice List," which shows the two or three most likely items. The cashier can simply scroll down, highlight the correct item, and press "Enter" to add that item to the transaction. The third way an item can be displayed is as a "Manufacturer Match," which requires the item to be physically scanned. When the LaneHawk items have been processed, then the transaction can be tendered. For stores with graphics-based video displays, LaneHawk can also display a thumbnail of the image associated with each item recognition as part of the LaneHawk BOB item list. This can aid cashiers in verifying the correct BOB item, as well as seeing additional items that may be hidden (intentionally or unintentionally) from view. 3. Do you actually stop the transaction?
No — cashiers can continue to scan items even after LaneHawk has recognized items on the BOB. Even after the cashier tries to total the transaction and the LaneHawk BOB item list is displayed, the cashier can continue to scan or key in items. But the transaction cannot be tendered until the BOB item list has been processed and all the items have been accepted, scanned or cleared.4. Does the cashier have to manually scan the items?
Typically, LaneHawk will recognize about 70-80% of the transactions as either an Item Match or a Choice List. In either of these cases, the cashier can transact those items without physically handling the product — which is a big savings of both time and effort. Manual scanning is required only for Manufacturer Match items, or BOB items that LaneHawk did not see but need to be added, which means only about 20-30% of items will require physical handling.5. What if the cashier just deletes or clears the BOB items?
LaneHawk can track whether an item was accepted, a quantity was changed, or it was cleared or deleted — by cashier, lane, date and time. Cashiers with relatively high "clear" rates (compared to standards, or against other cashiers) can be targeted for observation, counseling, or additional training as needed. This data can also be coupled with LaneHawk image logs and your TLOGs to assess whether BOB items are being lost.6. Aren't some "clears" legitimate?
Absolutely. The most common situations involve a customer who has, say, three different 12-packs of soda on the bottom of the cart, and the cashier scans one 12-pack three times. LaneHawk will recognize the three different 12-packs, not three of the same 12-pack, and so would present a BOB list of the three; in this case, the cashier would clear the BOB list items because the other 12-packs had already been rung up. But if a given cashier seems to have a higher "clear" rate than others, it could be cause for concern.We have also observed many situations where a customer does not tell the cashier about "all" of the items on the BOB — and in these cases, LaneHawk can help the cashier transact the other items. Also, for retailers who are striving for auto-replenishment, LaneHawk can be a tool to efficiently transact the correct SKUs vs. having the cashier scan one item multiple times. 7. Do cashiers really like using LaneHawk?
Only the honest ones! Seriously, LaneHawk helps cashiers in two major ways: first, LaneHawk is like a sentry that helps them "see" the BOB and catch items they might otherwise miss. Second, because it recognizes the items and is integrated with the POS, it helps transact BOB items right from the POS, instead of having to manually handle and scan the items — which is not only a productivity improvement but also a way to avoid the awkward lifting of those often bulky, heavy items.In fact, data from actual surveys of more than 100 cashiers using LaneHawk indicate that 80% rate using LaneHawk as "Good" to "Excellent," and more than 70% believe LaneHawk helps them catch BOB items and improves their checkout productivity. 8. Does it require extensive training?
No — the User Interface is very intuitive, and most cashiers are able to transact effectively using LaneHawk after only 10-15 minutes of training.9. How does LaneHawk change cashier behavior?
In addition to providing real-time feedback on BOB items and an efficient mechanism to add those items directly to the transaction, LaneHawk has exception reporting capability to track and monitor cashier performance. For example, LaneHawk can track "accepts" (adding items) and "clears" (deleting items) by cashier, time of day, lane, and so forth. This data can be analyzed on a weekly or daily basis to spot cashiers that might be clearing more items than others. This can lead to observation of that cashier, which may in turn lead to additional training, counseling, or other actions. LaneHawk is the only solution today that can help spot, and prevent, cashier collusion and sweethearting around BOB items.10. Should I worry about cashiers becoming too reliant on LaneHawk, or ignoring it completely?
Because cashiers need to process each item on the BOB item list to decide whether to add it or clear it, LaneHawk helps create a window of time where the cashier needs to interact with the customer to validate what items are in the transaction. With the BOB item list presented on the POS display, it is difficult for cashiers to blindly accept incorrect items without having the customer react to that. Likewise, blindly clearing items can be tracked to specific cashiers, allowing for direct feedback on how they are using LaneHawk. As far as ignoring LaneHawk, that's not possible since it does prevent tendering the transaction until the BOB items have been processed.11. Do I have to change my front end processes to implement LaneHawk?
No, you don't have to change your front end processes.
More FAQs: Why You Need It
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