Self-serving Marks and Spencer

During a trip to the shops on my break, I decided to test the self-serve checkouts at my nearest Marks & Spencer. Although I have used these checkouts in the past at other Supermarkets, I do not shop as often at M&S so this was a new experience.

There is no doubt that much thought goes into the design of such machines to make it as easy as possible for people of all ages to operate these check-outs. This is demonstrated by my positive experience. However I had to wonder who decided to provide your larger denominations of change (£5, £10 notes) underneath the scanner, miles away from all the other payment options?
To the left, above carrier bags are several slots for credit cards, notes, coin change and receipt print-outs, so why not provide all your change in the same place? After spending a few seconds searching for my fiver, I was about ready to complain when a very helpful member of staff pointed out the whereabouts of my money. This suggested to me that I was not the first and wouldn't be the last to get confused by this set up.

It also proves the value in placing a member of staff at self-serve checkouts for any issues customers may have. It provides reassurance for less confident customers, encouraging those who have never used the system before to give it a try.

The results are in for the SQA

Last year the Scottish Qualification Authority (SQA) came under fire after launching a very unusable website for students to check their exam results. We commented at the time, in The Scotsman, that a series of usability tests would have identified the problems prior to launch and would have saved a great deal of bad publicity and prevented frustration and anger for tens of thousands of Scottish students.

I am always a happy chap when a bad situation turns good. In May this year a good friend of mine sat an SQA exam and has nervously been awaiting her results. At 8am this morning she received a lovely text from the SQA saying she had passed her exam. You see my friend had signed up to the new SQA results system whereby students could have signed up to receive their results by either text or email in addition to receiving their results via post. This year seems a far cry from the chaos of 2007 with around 25,000 students receiving their results in their preferred medium.

It is clear that the SQA have realised the problems from last year implementing positive change and developing a better, more usable way for students to get their results.

Students will always receive their exam results via post, but by offering additional methods such as email and text, gives people the chance to get their results a little earlier and in a way that suits them. Hopefully this will also prevent the average postman being lynched on the street by some stressed-out anxious students seeking their certificates.