This was actually one of the few cases I have experiences where I ordered an item online to be picked up at a store where usually you would go to a customer service desk and they would grab the item for you. In this case, the system required people to grab their item from a locker that was simply protected with a pin number. You could also just scan a barcode which I had and that was it. I know some online companies such as Amazon offer these types of pickups as well where many of them are located with third party vendors like a bank.
It was just surprising to see this when it’s the main businesses themselves attempting to automate the whole experience even though there are a lot of employees around doing roles such as door greeting. I would have thought a company would eliminate those roles first if it’s an attempt to cut cost. It’s almost like how a lot of supermarkets are implementing more self-serve options as well.
At he end of the day though, I don’t think it changed much as I still got what I was looking for. So does the human factor still matter much if you physically go to a store?