Co-working with Self-service Technologies: A design ethnographic approach to the future automated supermarket

This PhD explores how supermarket employees in Australia co-work with self-checkout technologies in their everyday roles. Rather than replacing workers, these systems rely on people who constantly respond to breakdowns, assist customers and keep things running. Through observations, interviews and creative futures workshops, I show how employees navigate moments of tension, offer care and imagine possible futures of work. I describe this as “techno-affective troubleshooting” - a form of work that is both technical and emotional. Overall, the thesis highlights how employees’ experiences matter for designing future retail technologies that are more supportive, meaningful, responsive and grounded in everyday practice.