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Customer-Operated Store Checkout — Operational Experience

End-to-end human journey for Customer-Operated Store Checkout.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys

Journey Actor Touchpoint Channel Tasks Type
Self-Checkout — Customer Journey Customer sco-terminal in-store 5 Happy path
Self-Checkout — SCO Attendant Journey Cashier sco-terminal in-store 2 Happy path

End-to-End Sequence

Happy-path flow across all actors.

sequenceDiagram
    participant customer as Customer
    participant cashier as Cashier

    customer->>SYS: Scan Items at SCO
    SYS-->>customer: ScoBasketUpdated
    customer->>SYS: Apply Loyalty at SCO
    SYS-->>customer: LoyaltyApplied
    customer->>SYS: Select Payment Method SCO
    SYS-->>customer: PaymentMethodSelected
    customer->>SYS: Complete SCO Payment
    SYS-->>customer: ScoPaymentCompleted
    customer->>SYS: Collect SCO Receipt
    SYS-->>customer: ScoReceiptIssued
    cashier->>SYS: Monitor SCO Stations
    SYS-->>cashier: ScoStationsMonitored
    cashier->>SYS: Resolve SCO Intervention
    SYS-->>cashier: ScoInterventionResolved

Self-Checkout — Customer Journey

Self-checkout journey for scanning items, applying loyalty, choosing payment, and collecting the receipt.
Actor Customer
Touchpoint sco-terminal
Channel in-store
Precondition —
Postcondition —

⚙️ Step 1 — Scan Items at SCO

Customer scans each item at the self-checkout terminal, including using the weigh button for loose items when required.

Direction Business Objects
Input product, basket
Output basket

Capabilities: checkout basket-management

Events: ScoBasketUpdated

Interactions:

# Interaction Type Input Output Event
1 Place Item for Scan 👁️ review product basket —
2 Scan Item at SCO ⚙️ execute product basket ScoBasketUpdated

📥 Step 2 — Apply Loyalty at SCO

Customer identifies their loyalty account at self-checkout so member pricing, points, and entitlements can be applied.

Direction Business Objects
Input customer, basket
Output basket

Capabilities: loyalty checkout

Events: LoyaltyApplied

Interactions:

# Interaction Type Input Output Event
1 Enter Loyalty Identifier 🟦 input customer basket —
2 Confirm Loyalty Match ✅ confirm customer basket LoyaltyApplied

📥 Step 3 — Select Payment Method SCO

Customer chooses a payment method on the self-checkout terminal before presenting card, wallet, or cash tender.

Direction Business Objects
Input basket, payment
Output payment

Capabilities: payment-processing checkout

Events: PaymentMethodSelected

Interactions:

# Interaction Type Input Output Event
1 Review Payment Options 🟦 input basket payment —
2 Confirm Payment Method ✅ confirm basket payment PaymentMethodSelected

⚙️ Step 4 — Complete SCO Payment

Customer completes payment at self-checkout and the system authorises the tender, with attendant intervention requested if age verification is needed.

Direction Business Objects
Input basket, payment
Output order, payment

Capabilities: payment-processing checkout order-management

Events: ScoPaymentCompleted

Interactions:

# Interaction Type Input Output Event
1 Review Final Total 👁️ review basket order —
2 Pay at SCO ⚙️ execute basket order ScoPaymentCompleted

📢 Step 5 — Collect SCO Receipt

Customer collects the printed or digital self-checkout receipt after payment is completed.

Direction Business Objects
Input order, payment
Output order

Capabilities: checkout order-management

Events: ScoReceiptIssued

Interactions:

# Interaction Type Input Output Event
1 Choose Receipt Option 🔔 notify order order ScoReceiptIssued ←
2 Take Receipt ✅ confirm order order ScoReceiptIssued

Self-Checkout — SCO Attendant Journey

Attendant oversight journey for monitoring self-checkout lanes and resolving interventions.
Actor Cashier
Touchpoint sco-terminal
Channel in-store
Precondition —
Postcondition —

👁️ Step 1 — Monitor SCO Stations

SCO attendant monitors the self-checkout lanes for alerts, stuck transactions, and customers who may need assistance.

Direction Business Objects
Input store, order
Output store

Capabilities: store-operations checkout

Events: ScoStationsMonitored

Interactions:

# Interaction Type Input Output Event
1 View Lane Alerts 👁️ review store store —
2 Acknowledge Lane Status ✅ confirm store store ScoStationsMonitored

🔑 Step 2 — Resolve SCO Intervention

SCO attendant resolves an intervention such as age verification, unknown item in bagging area, or weight mismatch so the customer can continue checkout.

Direction Business Objects
Input order, customer
Output order

Capabilities: checkout store-operations payment-processing

Events: ScoInterventionResolved

Interactions:

# Interaction Type Input Output Event
1 Review Intervention Alert 👁️ review order order —
2 Approve or Clear Intervention 🔑 auth order order ScoInterventionResolved

EXP-SELFCHECKOUT — Customer-Operated Store Checkout Operational Experience — UC-BoK v0.9-alpha