Scotmid’s estate-wide POS and assisted self-checkout transformation

Scotmid is Scotland’s largest independent co-operative and has been supporting local communities since 1859. The business operates retail outlets across Scotland, Northern Ireland and the North of England and employs approximately 3,500 colleagues across multiple formats.

Semichem is a value-driven high street retailer operating throughout Scotland, Northern Ireland, and the North East of England, specialising in discounted toiletries, beauty products, fragrances, and household goods.

Food stores operate under Scotmid Coop (Scotland) and Lakes & Dales Coop.

THE CHALLENGE

Scotmid sought to refresh POS hardware across its Scotmid Coop, Lakes & Dales Coop and Semichem stores and refresh and expand Self-Checkout to most food stores by introducing a customised, modern Assisted Self-Checkout solution designed to enhance customer experience and improve colleague efficiency.

Key objectives for Self-Checkout:

1. Providing a card-only Assisted Self-Checkout model that offered speed, simplicity and reduced friction for customers and colleagues.
2. Ensuring seamless software behaviour between customer and colleague screens
3. Enabling quick and effective software improvements
4. Delivering a smooth customer journey with minimal intervention
5. Efficiently supporting the need for colleague intervention in high-service kiosk areas
6. Working towards an estate utilisation target of approximately 30% Self-Checkout penetration

Key objectives for POS:

1. Improving transaction visibility for customers
2. Supporting marketing opportunities
3. Delivering a smooth customer journey

Additional objectives:

1. Simplifying the hardware estate across both POS and Self-Checkout, with flexibility to adapt configurations as customer demands evolve

The investment aligns with Scotmid’s wider strategy to modernise the estate while maintaining strong service standards within local communities.

THE SOLUTION

Scotmid partnered with 4POS, Pan Oston, VME and Dacoll to roll out a POS and Assisted Self-Checkout solution aligned with operational needs and store layouts. Key elements included:

1. An Assisted Self-Checkout model with both customer-facing and colleague-facing screens
2. VME SCO software with the colleague display mirroring the customer screen, enabling quick interaction without colleagues needing to move to the customer-facing side of the Self-Checkout.
3. Simple and highly visible status lighting, with the addition of a purple indicator to increase awareness during all stages of payment, flashing purple when a payment was deemed unsuccessful to help reduce the risk of walk-aways.
4. A customised aesthetic, including brand-matched colouring for Self-Checkout housing
5. Faster scanners and printers to improve transaction flow
6. Self-Checkout equipment mounted on new, bespoke furniture provided by Scotmid’s furniture partner while POS equipment remained on existing data poles
7. Camera technology included for customer awareness and to support potential future age-verification developments
8. Simplified hardware — using a consistent hardware platform across POS and Self-Checkout where possible

THE OUTCOME

Scotmid successfully rolled out the Assisted Self-Checkout solution across approximately 175 food stores, growing significantly from the initial 69 Self-Checkout stores. Whilst POS was refreshed in all food and Semichem stores.

Outcomes include:

•            Colleagues are able to oversee both a main lane and the Self-Checkout area, depending on store format and trading patterns

•            Positive feedback and increased awareness of the Self-Checkout area

•            Enhanced store aesthetics through modernised units and clearer lighting

•            Improved colleague workflow, particularly in high-service kiosk areas requiring frequent intervention

•            More consistent hardware and improved speed due to upgraded peripherals

•            A more future-ready Self-Checkout estate designed to support ongoing developments

“Working collaboratively with 4POS, Pan Oston and VME, we have delivered an Assisted Self-Checkout solution that meets the needs of both our customers and colleagues. The partnership approach ensured a smooth rollout across our estate while supporting our long-term operational ambitions.”

Margaret Anne Clark - COO of Services at Scotmid

PROJECT DEVELOPMENT

The project began following early discussions at the 2022 Retail Technology Show. While initial thinking suggested retaining existing counters, Scotmid clarified that:

•            Older Self-Checkout units were pedestal-based and would not be retained

•            New bespoke Self-Checkout furniture would be provided by Scotmid’s furniture partner for installation

•            POS hardware would continue to utilise existing data poles

4POS and Pan Oston identified the SLIM Core unit as an ideal foundation, thanks to its flexibility and fit with Scotmid’s store design. The Self-Checkout kit was adapted for mounting on new furniture, while POS equipment remained on existing data poles. Both the customer-facing PurePOS system and the colleague-facing PureTouch screen were integrated to support:

•            Independent Self-Checkout and payment

•            Assisted Self-Checkout and payment

Hardware consistency was increased by adopting similar components across both POS and Self-Checkout devices. Faster scanners and printers were incorporated to improve throughput.

IN PRACTICE

The colleague display now mirrors the customer screen, allowing colleagues to take over transactions without moving to the front of the Self-Checkout. The large LED surround provides clear checkout status visibility, with the added purple light enhancing payment-stage awareness. Camera use further supports visibility, customer trust, and future readiness for potential age verification technology.

By December 2025, around 175 stores were fitted with the SLIM Core SCO units, achieving close to 30% Self-Checkout penetration across transactions, and providing a solid platform for ongoing optimisation and innovation.

PARTNERSHIP APPROACH

Pan Oston and 4POS delivered a comprehensive solution aligned with Scotmid’s strategic goals. The modern, customisable SCO-units support colleague workflows, improve store aesthetics, and provide a reliable, consistent platform for both present and future operational needs. The partnership was characterised by clear communication, rapid decision-making, and strong collaboration between hardware providers, Scotmid’s software partner VME, and installation partner Dacoll. Testing, staging and installation were all delivered smoothly with high accuracy. Dacoll was also appointed as the maintenance partner for all 4POS equipment, supporting long-term operational resilience.