Since Monday 4 May, Lidl has been trialling a Scan & Go system integrated into its Lidl Plus app at its stores in Dudelange, Strassen and Windhof; this trial is set to be rolled out to all its stores in Luxembourg by the end of 2027. The concept is familiar, but its implementation marks a further step forward. Customers scan their items as they shop, view the total cost of their basket in real time and complete their payment in a matter of seconds at the self-checkout machines. The entire shopping experience is thus centred on the smartphone, which becomes the sole interface between the customer, the store and personalised offers.
The most transformative innovation lies in the introduction of smart scales equipped with visual recognition. Installed in the fruit and vegetable and frozen food aisles, these scales automatically identify the product placed on them, display a match on the screen and generate a barcode label that can be used in the Scan & Go lane or at self-checkouts. This feature, which may seem trivial at first glance, addresses an operational issue clearly identified by retailers. Fresh produce has historically been the main obstacle to self-scanning, due to the complexity of identifying items and frequent errors. By automating this step, Lidl is tackling one of the last remaining irritants in the self-service journey.
Monoprix since… 2010
This type of innovation is part of a trend that began several years ago. Monoprix had already been experimenting, as early as the late 2010s, with systems combining mobile scanning and visual recognition via its Smart Monop technology, featuring systems capable of automatically checking a shopping basket using sensors and scales. For their part, Carrefour and Ahold Delhaize have widely rolled out mobile scanning, whilst remaining reliant on manual intervention for bulk goods.
At the other end of the spectrum, Amazon takes this approach to its logical conclusion by eliminating checkouts entirely, using sensors and cameras capable of automatically identifying products. However, this model remains costly and difficult to roll out on a large scale. Lidl has adopted a middle ground, automating only the critical bottlenecks without completely overhauling the store’s infrastructure.
This strategy is a response to significant economic pressures. In a sector with low margins, partial automation enables efficiency gains without requiring the massive investment needed for a fully autonomous store. It is also part of a broader trend in the evolution of checkouts. The Belgian retailer Colruyt plans to introduce AI-assisted checkouts in Luxembourg that can automatically recognise products at the checkout, with an estimated time saving of between 17% and 20%.
Cashiers who have time… to chat
However, this rise in automation is not following a linear path. At the same time, some retailers in Luxembourg are retaining, or even emphasising, traditional staffed checkouts. This decision responds to a persistent demand from a section of the customer base who value the interaction with a cashier and are reluctant to see the entire shopping experience fully automated. It also reflects an operational reality: despite the growth of self-service checkouts, a human presence remains essential to assist customers and manage complex situations.
“With these new technologies, our primary aim is to make life easier for our customers. The shopping experience becomes quicker, but we are maintaining a human touch through our in-store teams, who are seeing their workspaces modernised,” explains Walériane Dubois-Decroix, spokesperson for Lidl Luxembourg, in the press release announcing this development for the brand.
This coexistence of models highlights a key tension in the evolution of the retail sector. On the one hand, artificial intelligence helps to streamline the customer journey, reduce friction and optimise operations. On the other hand, retail remains a service-oriented sector where human connection continues to be a key differentiator, particularly in a market such as Luxembourg, which is characterised by a diverse customer base and varied expectations.
Between smart checkouts and a deliberate return to human interaction, the food retail sector is entering a phase of transformation, where the challenges are no longer merely technological, but also social and strategic.
