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  4. I tried Whole Foods' 'Just Walk Out' technology and was impressed that I could pay with my palm, but was not happy with the risk of being overcharged

I tried Whole Foods' 'Just Walk Out' technology and was impressed that I could pay with my palm, but was not happy with the risk of being overcharged

I tried Whole Foods' 'Just Walk Out' technology and was impressed that I could pay with my palm, but was not happy with the risk of being overcharged
Taylor Rains/Insider
  • Whole Foods unveiled Amazon's "Just Walk Out" technology for the first time in 2022 in Washington DC.
  • The service uses motion sensors to track what shoppers pick out and charges them when they leave.

Amazon has been expanding its grocery business for years, having created Amazon Fresh delivery service in 2007 and opening physical Fresh grocery stores in 2020.

Amazon has been expanding its grocery business for years, having created Amazon Fresh delivery service in 2007 and opening physical Fresh grocery stores in 2020.
Amazon Fresh store      Reuters/HENRY NICHOLLS

Since then, the company has focused on creating innovative ways to speed up the shopping process, particularly, bypassing the check-out line.

Since then, the company has focused on creating innovative ways to speed up the shopping process, particularly, bypassing the check-out line.
Amazon Fresh supermarket in London      Reuters/HENRY NICHOLLS

One method is Dash Cart, which is available at Fresh stores and lets customers pay for their items using the buggy instead of a register.

One method is Dash Cart, which is available at Fresh stores and lets customers pay for their items using the buggy instead of a register.
Amazon's Dash Cart      Amazon

However, the technology is not as popular with customers as Amazon had hoped, so the e-commerce giant has developed a new way to shop — "Just Walk Out."

However, the technology is not as popular with customers as Amazon had hoped, so the e-commerce giant has developed a new way to shop — "Just Walk Out."
Amazon Fresh store      Reuters/HENRY NICHOLLS

Amazon's "Just Walk Out" technology is a cashierless system that allows shoppers to scan an in-app QR code or use Amazon One to enter and exit a store and pay for goods.

Amazon
Amazon Go store      AP/Ted S. Warren

Source: Amazon

Amazon One is a biometric technology that uses a person's palm print for payment. The system was launched in September 2020 at the company's Fresh stores. Shoppers who do not want to use their palm can use the QR code.

Amazon One is a biometric technology that uses a person
Taylor Rains/Insider

Source: Amazon

The palm-scanning system is distinct from Just Walk Out because it is simply an innovative way to pay.

The palm-scanning system is distinct from Just Walk Out because it is simply an innovative way to pay.
Amazon

Source: CNBC

Meanwhile, Just Walk Out uses motion sensors to track which items shoppers pick up and charge them accordingly when they exit, meaning they don't have to stop at a register.

Meanwhile, Just Walk Out uses motion sensors to track which items shoppers pick up and charge them accordingly when they exit, meaning they don
Courtesy of Whole Foods Market

Source: Insider

The company first pioneered Just Walk Out at its Amazon Go stores but has since expanded it to its Fresh grocery chain and other independent locations, like Red Rocks Amphitheater in Colorado and TD Garden in Boston.

The company first pioneered Just Walk Out at its Amazon Go stores but has since expanded it to its Fresh grocery chain and other independent locations, like Red Rocks Amphitheater in Colorado and TD Garden in Boston.
AP/Ted S. Warren

Now, Whole Foods Market, a popular grocery chain that Amazon bought for over $13 billion in 2017, has integrated Amazon One and Just Walk Out for a 100% cashier-free shopping experience.

Now, Whole Foods Market, a popular grocery chain that Amazon bought for over $13 billion in 2017, has integrated Amazon One and Just Walk Out for a 100% cashier-free shopping experience.
A Whole Foods in New York City      Noam Galai / Contributor

The first Whole Foods with Just Walk Out is in Washington DC at Glover Park and opened in February 2022.

The first Whole Foods with Just Walk Out is in Washington DC at Glover Park and opened in February 2022.
Whole Foods in Washington DC at Glover Park.      Taylor Rains/Insider

Source: Insider

I tried the unique system in 2022 and was impressed that I could use my palm to pay, but found a few issues with the overall experience.

I tried the unique system in 2022 and was impressed that I could use my palm to pay, but found a few issues with the overall experience.
Taylor Rains/Insider

When I first got to the store, I had to sign up for Amazon One, though it is not the only payment option. Other methods include scanning an in-store code from the Whole Foods Market or Amazon app or paying at self-checkout.

When I first got to the store, I had to sign up for Amazon One, though it is not the only payment option. Other methods include scanning an in-store code from the Whole Foods Market or Amazon app or paying at self-checkout.
Taylor Rains/Insider

It took a few tries, but I finally got my palm scanned and linked to my credit card. You must have an Amazon account to use Just Walk Out but do not need one to use self-checkout.

It took a few tries, but I finally got my palm scanned and linked to my credit card. You must have an Amazon account to use Just Walk Out but do not need one to use self-checkout.
Taylor Rains/Insider

Source: Amazon

I entered the store by scanning my palm again at the entrance labeled "Just Walk Out." Customers who do not want to use the cashier-less system can enter through a separate gate and pay at the register.

I entered the store by scanning my palm again at the entrance labeled "Just Walk Out." Customers who do not want to use the cashier-less system can enter through a separate gate and pay at the register.
Taylor Rains/Insider

Once inside, I was initially confused about how to ensure the store knew which items I was picking up, but an employee explained that there are hundreds of motion sensors that track shopper movements.

Once inside, I was initially confused about how to ensure the store knew which items I was picking up, but an employee explained that there are hundreds of motion sensors that track shopper movements.
Taylor Rains/Insider

I was told to shop as normal and that the sensors next to the food and hanging from the ceiling would record what I wanted to buy, which seemed easy enough.

I was told to shop as normal and that the sensors next to the food and hanging from the ceiling would record what I wanted to buy, which seemed easy enough.
Taylor Rains/Insider

However, the employee said to pay attention to where I grab items from. Apparently, a lot of food, particularly in the produce section, is weight-controlled.

However, the employee said to pay attention to where I grab items from. Apparently, a lot of food, particularly in the produce section, is weight-controlled.
Taylor Rains/Insider

For example, the store recognizes when I pick up an orange because the weight goes down. If I decide I don't want that orange anymore, I need to put it back in the exact same bin or the store will still charge me, according to the employee.

For example, the store recognizes when I pick up an orange because the weight goes down. If I decide I don
Taylor Rains/Insider

I reached out to Amazon to see if this was true, and a company spokesperson said "Just Walk Out technology is highly accurate" and "items a customer picks up but decides not to purchase can be put back on any shelf and they will not be charged. "

I reached out to Amazon to see if this was true, and a company spokesperson said "Just Walk Out technology is highly accurate" and "items a customer picks up but decides not to purchase can be put back on any shelf and they will not be charged. "
Taylor Rains/Insider

"On rare occasions where a customer may find a discrepancy on their receipt, they can easily request a refund through the app or reach out to customer service via email and a team member will be able to assist them," they continued.

"On rare occasions where a customer may find a discrepancy on their receipt, they can easily request a refund through the app or reach out to customer service via email and a team member will be able to assist them," they continued.
Taylor Rains/Insider

After making a mental note to remember where I picked an item up from, I eventually settled on some raspberries and then made my way to the aisles.

After making a mental note to remember where I picked an item up from, I eventually settled on some raspberries and then made my way to the aisles.
Taylor Rains/Insider

Almost every item in the store had a sensor next to it, including hair products and even Hydro Flask bottles.

Almost every item in the store had a sensor next to it, including hair products and even Hydro Flask bottles.
Taylor Rains/Insider

In the drink aisle, I found my all-time favorite bottled tea, Ito En's green tea, which is a popular Japanese brand.

In the drink aisle, I found my all-time favorite bottled tea, Ito En
Taylor Rains/Insider

I also grabbed a salami and provolone snack pack before heading to the deli.

I also grabbed a salami and provolone snack pack before heading to the deli.
Taylor Rains/Insider

After scouting out the area, I realized there were not any sensors next to the food. So, I asked the employee for a small package of cheese, which she scanned and handed to me.

After scouting out the area, I realized there were not any sensors next to the food. So, I asked the employee for a small package of cheese, which she scanned and handed to me.
Taylor Rains/Insider

According to the worker, when she scanned the cheese, one of the ceiling sensors was activated and told to turn towards me to record my purchase. The store scanning my every move was a little off-putting, but I guess that's what I signed up for.

According to the worker, when she scanned the cheese, one of the ceiling sensors was activated and told to turn towards me to record my purchase. The store scanning my every move was a little off-putting, but I guess that
Taylor Rains/Insider

Moving on to dairy, I searched the refrigerators for a specific protein bar I knew was available at Whole Foods. I eventually found the Perfect Bar flavor I wanted and headed to the hot foods section.

Moving on to dairy, I searched the refrigerators for a specific protein bar I knew was available at Whole Foods. I eventually found the Perfect Bar flavor I wanted and headed to the hot foods section.
Taylor Rains/Insider

For hot foods, there are two fixed-priced sizes shoppers can choose from — small for $9.99 and large for $14.99. Sensors track which size customers get and charge them accordingly.

For hot foods, there are two fixed-priced sizes shoppers can choose from — small for $9.99 and large for $14.99. Sensors track which size customers get and charge them accordingly.
Taylor Rains/Insider

Shoppers should pack as much food as possible in the containers since the price is not based on weight.

Shoppers should pack as much food as possible in the containers since the price is not based on weight.
Taylor Rains/Insider

I ended up not getting any hot food and instead headed to the Just Walk Out exit.

I ended up not getting any hot food and instead headed to the Just Walk Out exit.
Taylor Rains/Insider

To use the lane, I simply scanned my palm above the sensor and was on my way.

To use the lane, I simply scanned my palm above the sensor and was on my way.
Taylor Rains/Insider

Self-checkout is located next to the Just Walk Out lane and at the front of the store for people who prefer to use a register.

Self-checkout is located next to the Just Walk Out lane and at the front of the store for people who prefer to use a register.
Taylor Rains/Insider

Because the expedited exit is at the back of the store, I had to walk through the entire building to leave, but I did not have to scan my palm again.

Because the expedited exit is at the back of the store, I had to walk through the entire building to leave, but I did not have to scan my palm again.
Taylor Rains/Insider

My receipt was available in the Amazon app. To find it, navigate to "Your Orders" and filter "Local Store Orders," where you can review the items you purchased and the total cost.

My receipt was available in the Amazon app. To find it, navigate to "Your Orders" and filter "Local Store Orders," where you can review the items you purchased and the total cost.
Taylor Rains/Insider

I was surprised to see the protein bar was not recorded, so I ended up getting the food for free by accident.

I was surprised to see the protein bar was not recorded, so I ended up getting the food for free by accident.
Taylor Rains/Insider

Overall, I noticed two main, but opposite issues — customers could either pay for an item they didn't leave with because they returned it to the wrong bin, or they could get free food due to a sensor malfunction.

Overall, I noticed two main, but opposite issues — customers could either pay for an item they didn
Taylor Rains/Insider

Despite the risk of getting overcharged, I do think Just Walk Out is a speedy, innovative way to shop. If the system ever comes to my home state of Connecticut, I wouldn't hesitate to try it again.

Despite the risk of getting overcharged, I do think Just Walk Out is a speedy, innovative way to shop. If the system ever comes to my home state of Connecticut, I wouldn
Whole Foods in Washington DC at Glover Park.      Taylor Rains/Insider

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