Collection of short message cards

Q:

I would like to ask about the new cash registers that were introduced on September 1st. I understand that you are having difficulty adapting to the new machines at your co-op facilities, especially in the cafeteria. I apologize for asking this question when you are already struggling to adapt, but I have three questions regarding this

・What could be the cause?
It could simply be that customers are unfamiliar with the new machine and are taking longer to operate it, or it could be a system malfunction. However, we have heard from cashiers that the response is slower compared to the previous machine, and after some observation, we have noticed that the user interface of the machine itself has deteriorated, such as the requirement to enter a PIN for credit card payments, the slower printing speed of receipts, and the increased number of operations required due to the introduction of tablets. In this regard, we would like to hear from those who actually operate the registers, and also hear how the cooperative perceives the cause.

• Are there any current countermeasures?
If there are any countermeasures being implemented or considered to address the above causes, please let us know.

・Do you have a plan to improve the time efficiency of the cash registers and raise it to previous levels by the start of the semester (early October)?
If the semester starts as it is now, we expect the cafeteria and shops to be much more crowded than before. Speaking frankly as a user, if that happens, it will be more realistic to use facilities other than the co-op when I don't have much time. I believe you are aware that the start of the semester (around October 3rd) is one of the deadlines for improving the situation, but do you have a plan for improvement at this point? If the cause of the problem is familiarity or a malfunction, there is room for improvement, but if it is a problem with the machine itself, I think a fundamental solution will be difficult. Only a short time has passed since the problem was discovered, but I would like to hear your thoughts at this point, taking into account the cause and countermeasures.

Please feel free to answer only the parts you are able to answer, so thank you for your consideration

A:

Thank you for always using the University of Tokyo Co-op. We sincerely apologize for the concern caused by the recent change in cash registers. Thank you also for your inquiry. Below are our answers, mainly regarding requests concerning the Central Cafeteria. We sincerely apologize for the delay in our response.
I. Causes 0) We faced the first day of the cash register change without sufficient familiarity and preparation. 1) There was a mistake in changing the UI of the cash register operation screen (the order in which the food menus are displayed). Previously, the cash registers operated with menu screens on the cash register panel that were specific to each cafeteria. In the Central Cafeteria, the initial default standard delivery screen was used during the change, and the number of steps required to call up menus has increased significantly. 2) After payment at the cash register, there is a time lag due to the panel operation required to welcome the next customer. Multiple button operations that were not necessary with the previous cash registers have been added, causing time lag and stress. 3) This is due to a time lag when linking the cash register to the Stella terminal (multi-payment terminal) and the specification that requires credit card PIN entry.　
II. Regarding countermeasures: 1) We will be changing from a standard screen to a UI that is uniquely reorganized for each cafeteria, which is expected to improve screen operation. 2) A system specification change is planned that will automatically transition to the initial screen after payment at the register. 3) Credit card PIN entry will be disabled up to a certain amount. There is currently no solution for the time lag between the register and the Stella terminal, as this is a specification issue.
III. Regarding the target date at the start of Semester A: 1) Improvements are expected in the Central Cafeteria during the week of September 12th. 2) We have been informed that due to system specification changes, it will not be possible to meet the October 3rd deadline. 3) A modification will be implemented around September 15th that will eliminate the need for PIN entry up to a certain amount.
In addition, it has been found that payments using cafeteria money and cash payments are relatively faster because they do not require the Stella terminal. We will consider setting up separate registers for cafeteria money and cash only, and measures to encourage the use of cafeteria money. We do not yet have a clear timeframe for returning to the previous level by the start of Semester A, but we will continue to make necessary improvements. We apologize for any inconvenience this may cause, and we appreciate your continued support.

Q:

Why switch to an app when the previous payment method using transportation IC cards for the cafeteria pass was perfectly convenient? Problems include the need for a smartphone, the requirement for multiple registrations and logins within the app, poor signal reception at the Hongo Central Cafeteria, and the need to launch the app before payment. It is unnatural to require a smartphone for the cafeteria pass, which should have been usable with just a deposit and a certain amount of money added to the pass. Furthermore, the transition was carried out unilaterally and rapidly without any consideration of student opinions, which can only be described as a disregard for users. Secondly, there is the requirement for multiple logins within the app. Since students are already registered for the cafeteria pass, further registration and logins should be unnecessary, and it feels like an unnecessarily complicated process is being demanded. Thirdly, due to structural issues, the signal reception at the Hongo Central Cafeteria is poor, and even if the university's wireless network is used, congestion is expected during peak hours. Finally, it is possible that the checkout process will become more complicated. Using the app requires multiple steps, including unlocking the smartphone, logging in, selecting payment options, and choosing a cafeteria pass. This is expected to make the already crowded cafeteria even more congested during peak hours, despite the one-touch cafeteria pass system.
We would like an explanation as to why this negative change, which no student has requested, was implemented. Ideally, we would like to revert to the system using transportation IC cards.

A:

Thank you for your continued patronage of the Co-op. Thank you for your comment. We apologize for the inconvenience caused by the transition from Gakushoku Pass to Gakushoku Money. The Gakushoku Pass system was linked to a POS register (manufactured by Toshiba TEC) that was used jointly by not only the University of Tokyo Co-op but also many other university co-ops in the Tokyo area. As part of a major system overhaul across the nationwide university co-op group, including the Tokyo area, the registers will also be changed. The Gakushoku Pass system, which was previously only used in the Tokyo area, has also been updated to a smartphone app: Gakushoku Money. We apologize for the inconvenience this system will cause our members. While the transition from Gakushoku Pass to Gakushoku Money is due to the nationwide system overhaul, all previous features (cashless use at co-op cafeterias, limited use for eating in, and viewing usage history and nutrition information on your personal page) will remain the same. In the future, we plan to implement point rewards for individual items, events, fairs, and other events. Additionally, the Co-op sells food items such as lunch boxes and drinks not only in the cafeteria but also in the store, but after the transition to the cafeteria money system, the scope of use has been expanded to include food items at the store. By promoting the spread of use between the cafeteria and the store, we hope to alleviate congestion as much as possible. Finally, we would like to individually consult and provide support to members who do not have smartphones but currently use the cafeteria pass. From a system perspective, we believe it is necessary to consider using and paying via methods other than smartphones. We sincerely apologize for any inconvenience caused by the system changeover. We appreciate your continued support