?? Retail Innovation: M&S Adds Self-Checkouts to Changing Rooms – What It Means for the Future of In-Store Shopping

Marks & Spencer is pushing the boundaries of customer convenience by introducing self-checkouts in the changing rooms across its 180 clothing stores by 2028.

The goal?

To eliminate the frustration of queuing twice – once for the fitting room and again for checkout.

This move speaks volumes about how technology is shaping the future of retail, especially as M&S continues its ambitious revamp of larger stores.

With 28 sites already embracing this change, including their flagship store at Fosse Park, Leicester, this retail giant is setting the stage for a more seamless shopping experience.

But is this all about convenience?

Let’s dive into the impact and challenges:

?? Customer-Centric Innovation

This step aligns with the ongoing trend in retail: making the shopping journey as frictionless as possible. By allowing customers to try on clothes, pay in the fitting room, and walk out, M&S is reducing the number of steps between decision-making and purchase. Convenience is the key driver here, and it’s something consumers are increasingly demanding.

However, it’s not just about ease. M&S’s decision to offer both self-checkouts and traditional colleague-led service speaks to the diversity of today’s shoppers. Some prefer the quick, tech-assisted experience, while others value human interaction.

?? The Security Question

Self-checkouts bring undeniable convenience, but there’s also a well-known trade-off: the risk of increased theft. M&S Chairman Archie Norman has previously raised concerns about shoplifting, especially with the rise of self-service systems. It’s an issue that retailers globally are wrestling with.

The solution?

M&S plans to staff these changing room areas with “hosts” who can monitor transactions and ensure items are paid for. It’s a balancing act – providing convenience while safeguarding against loss.

?? A Wider Retail Shift

This is part of a broader trend where we see retailers incorporating technology not just as a novelty but as a genuine solution to operational inefficiencies. From Amazon’s “Just Walk Out” stores to Zara’s use of AR mirrors, the goal is always the same: remove barriers and make shopping more intuitive.

M&S’s focus on food, home, and fashion with this store revamp signals an understanding that the physical store is still relevant. What’s evolving is the in-store experience.

?? What’s Next for Retail?

M&S’s innovation is a reflection of a growing focus on improving in-store technology and customer choice. But will this model be adopted by other retailers? Will shoppers embrace the self-checkout-in-fitting-room concept or still lean towards traditional checkouts?

?? Your Thoughts?

Retail is constantly evolving. What do you think of this move? Is it a step in the right direction, or are there risks we’re overlooking?

How do you see the balance between technology and customer service shaping up in the coming years?

?? Share your thoughts in the comments – let’s start a conversation about the future of retail!