# Action Map — Checkout Zero

> Kit 11 · Checkout Zero · deliverable · designed and built by I Wayan Usada · fictional case

## The goal

In this fictional brief: fewer week-one leavers among new cashiers. Proposed measures are on the case page; nothing has been measured, and the "exit interviews" are part of the fictional premise.

## What people do instead

New cashiers treat the queue as the customer: they speed up, raise their voice or call for help across the floor, and the customer at the belt pays for it.

## The actions that close the gap

| # | Behaviour | What it looks like | Where the build practises it |
|---|---|---|---|
| 1 | **Protect the customer's face first** | one calm sentence to them | dignity axis, 0–2 per reply |
| 2 | **Own the pace for the queue** | one sentence or a sign for the line | queue-time axis, scored separately |
| 3 | **Keep the rule, offer a door** | deposit: no manual return, but the machine | breach rule |
| 4 | **Escalate quietly** | supervisor without an audience | pin moment |

## What this training will not do

It cannot put a supervisor within reach or make the card terminal reliable; both are store-operations decisions (see the case page).