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Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic

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Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic
There’s a spanking new showroom hidden in an unlikely environment — an industrial building in Tampines. To enter the showroom, you scan a QR code that directs you to an automated WhatsApp bot, which in turn gives you the door code. You finally enter the gleaming boutique – only to be greeted by no one at all.
Welcome to the era of unmanned stores, a retail trend that’s been slowly creeping into Singapore over the past decade.
Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic - Octobox unmanned store
Credit: Octobox
The most common version of this is the 24-hour convenience store, sans the usual teenager at the till, who would rather be elsewhere. Instead, you make purchases via cashless checkout counters – or in fancier joints, automatically as you leave, thanks to sensors mounted on the ceilings and shelves that know whether you’ve bought a bag of almonds or a jumbo pack of potato chips.
Cheers, 7-Eleven, Pick&Go, Octobox and even Japanese pastry import Chateraise are all brands that have jumped in on this trend of unmanned stores. Cups of coffee and tea are also now being made by robotic arms, instead of baristas, at some hawker centres and shopping malls.
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Unmanned stores benefits
Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic - Chateraise unmanned store
Credit: Chateraise
The benefits of unmanned stores are clear – less staff in Singapore, where labour costs are especially onerous, means higher profits and smoother operations.
But snacks and beverages are relatively simple purchases to make. One (usually) doesn’t have to speak to a sales representative when deciding what type of candy they’d like to buy.
Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic - Zipblinds Direct unmanned showroom
Credit: Zipblinds Direct
A more unconventional development in the realm of automated retail joints is the automated showroom in Tampines. There, homeware e-tailer Zipblinds Direct shows off – as you might guess from its name – its repertoire of sun-obscuring zip blinds, available in a variety of colours and configurations.
The only guidance comes by way of posters, placed strategically around the space to guide you through the brand’s catalogue without needing human interaction. There are remote controls for you to try out the smart zip blinds yourself, along with QR codes to scan if you need prices or a FAQ (frequently asked questions) guide. By the end of April, there will be brochures too.
Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic - Zipblinds Direct warranty
Credit: Zipblinds Direct
You can talk to a sales representative – but only via WhatsApp, for now.

If all this sounds like an exercise doomed for retail failure, consider this – Jei Leong, general manager of Zipblinds Direct, says that business has been up by “70 to 80%” since the brand opened its unmanned store late last year.

Seniors apprehensive about unmanned stores
Previously, Zipblinds Direct – a subsidiary of MC2 – operated only in cyberspace, with the only customer touchpoint being a website that churns out a la minute quotations based on the dimensions you specify. Before this, there was no way for customers to see and feel the actual zip blinds prior to purchase, save for a trip down to the brand’s local factory.
Even though online shopping has become the norm, silvers are split about the concept.
When you’re just at the browsing stage, I’m more comfortable with shopping without a salesperson hovering around. This way, I can inspect the blinds myself uninterrupted, and get the answers I need later on.
Retiree Victor Wan, 68, says,
While I am willing to adopt new technology, buying blinds online without getting to physically touch the product is too much... The showroom makes it easier to accept, but when it comes to something like furniture or a home installation, I would like someone who is knowledgeable and physically on the scene, so that I can ask all the questions I need.
Terence Lim, 63, is less receptive,

"I think that’s the least I would need before spending on something that costs thousands of dollars."

Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic - Payment with palm at Octobox
To get into an Octobox store, you scan your palm.
Credit: Octobox.
He also expressed scepticism that the savings from operating an unmanned showroom would trickle down to the customer. “Look at supermarkets with automated checkout lanes – they installed those years ago, but did they drop the price of groceries?” Terence asks.
That said, the price quoted on Zipblinds Direct’s website is indeed lower compared to some quotes we’ve seen for similarly sized blinds from other firms.
Unmanned Stores Might Be The Future – But It’d Be Nice If They Were Less Robotic-Robo-barista Ella makes cups of coffee with, well, robotic precision.
Robo-barista Ella makes cups of coffee with, well, robotic precision.
Credit: Ella.
Bringing back the human touch
Jei sees this as a concept that works for everyone, even seniors, “The user journey of our showroom is made to be intuitive and user-friendly. After Covid-19, I’m sure that almost everyone is familiar with how QR codes work.”

“Granted, our industry is different compared to convenience stores. People want to look at the product and consider before buying, so our showroom is making it easier for them to do that without the pressure of a salesman,” Jei adds.

"I definitely think will get more and more popular in the future, in line with the government’s push for a smarter nation."

Silvers Terence and Victor also believe that unmanned stores will become more common with time, though they aren’t as keen about the tech-enabled solutions powering the drive. One example they point to is the various apps that have to be installed to make purchases at automated convenience stores, each unique to the brand of the store.
Convenience stores should be convenient. If I have to scan a QR code, and install another app on my phone, then link my credit card just to make payment, I’d rather just head somewhere else... Cash for me is still king. You just hand it over, and you’re done.
Terence says,

Victor points to tech-free unmanned operations that can reduce the need for extra labour, or eliminate it entirely. “In the news lately, there have been cases of hawkers that allow customers to pay for their own food.”

This was actually pretty common last time in mamak shops, when the ‘cash register’ was a Milo tin suspended on a pulley. A lot of the time, the auntie would just ask you to pay for what you bought and ask you to dig out the change yourself."
Victor adds,
Terence, on the other hand, just hopes that stores won’t lose out on human interactions. “It’s not that we’re stuck in the past. When it can help save time, it’s a welcome change – like installing auto-gates at the immigration checkpoints. Most seniors can shift along with that.”

“But that doesn’t mean we don’t feel good when we hear a ‘Welcome back!’ from the officer. Sometimes, it would be nice if we could just talk to someone – it’s the human touch that makes shopping more fun.”

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