Drugstore operator dm is working to make its stores accessible. Dutch Pan Oston is therefore currently developing an accessible self-checkout based on the design of the existing dm SCO. The new system has an adapted base to provide wheelchair users with more leg and knee room. In addition, a low-positioned touchscreen will make it easier to use.
The new self-checkout systems are designed to meet the requirements of the European Accessibility Act (EAA), which came into force on 27 June 2025 and requires payment terminals and self-service kiosks to be accessible to people with motoric or sensory impairments.
dm has successfully installed around 2,600 self-checkouts at 900 stores across Europe to date. Customers complete an average of 30 percent of all transactions there. All the systems come from Dutch Pan Oston. Based on its Essence SCO, the provider tailored the solution to dm’s requirements and adapted it to its corporate branding.
dm introduces self-checkouts at a rapid pace
At the self-service terminals, customers can only pay with their debit or credit card as well as contactless. There is no security scale installed at self-checkout. The self-service area is arranged in a way that cashiers can monitor it from their traditional checkout.
An initial pilot project was launched in the German city of Stralsund at the end of 2021. Rollout to a first 100 stores began in the first half of the following year. The Retail Optimiser reported. In June 2024, the project partners celebrated delivery of the thousandth dm self-checkout. Over time, Pan Oston in collaboration with the retailer continuously developed the solution to meet current as well as future legal requirements and improve customer experience.
High usage rates achieved
Introduction of self-service checkouts at dm has been very successful. Customers quickly embraced the new technology. The company reports that, on average, 30 percent of all transactions in stores with self-checkouts were processed via the systems, at some locations even up to 50 percent. This was confirmed by figures from the past two years.
For dm, the move has also paid off from an operational perspective. Self-checkouts require less space than conventional checkout counters. This means that the space gained can be used as retail space to present a wider range of products. It also allows for more flexible deployment of staff. Employees thus have more time for customers and other tasks.
