Redesign checkout to unlock retail growth

Checkouts are no longer the endgame. From high-end beauty to fashion and even supermarkets, retail leaders are redesigning the customer journey—ditching traditional counters in favour of seamless, concierge-style interactions. Mobile POS systems, circular store layouts, and more fluid sales support are replacing queuing with connection, and pushing a shift from transactional moments to relational experiences.

It’s not just about speed—it’s about removing friction while deepening engagement. For brands like Glossier, Mejuri, and Velvet, checkout has become a moment of trust, not just a point of sale. Meanwhile, the big-box experiment with self-service continues—some enhancing it with membership perks, others scaling it back in response to customer backlash.

For decision-makers in the customer experience space, this signals more than a trend. It’s a challenge: how can your team turn the most functional part of the experience into the most human?

Read the full article to explore how the future of checkout is reshaping retail.