A quiet transformation is taking place inside Big W stores nationwide

It’s a familiar sight for many Australians—the steady buzz of scanners, the clatter of shopping trolleys, and the friendly nod from a checkout operator who’s served locals for years. But at one of the country’s most recognised retailers, that everyday rhythm has quietly changed.

A subtle transformation is unfolding in stores across the nation, and it’s redefining what the weekly shop looks like for loyal customers.

If you’re a regular at BIG W in Penrith—or any of their flagship stores across Australia—you might notice something different on your next visit.

The retail giant has rolled out a sweeping redesign at its Westfield Penrith location (formerly Penrith Plaza), and it’s more than just a fresh look.

The checkout area has been completely revamped to include mostly self-checkouts, replacing the combination of staffed lanes and self-serve stations previously offered to shoppers.

As seen here, all the staffed checkout lanes have been removed and replaced with self-checkouts

‘A smoother shopping experience’

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A spokesperson for Big W confirmed that the retailer has been ‘rolling out renewals and upgrades at select stores to improve the customer service experience’.

‘Additionally, by the end of the week we’ll have rolled out new front-of-store designs for a further 30 stores to meet the changing needs of our customers, including our Penrith store which now has more checkouts to create a smoother shopping experience,’ the spokesperson said.

The retailer also confirmed that Penrith, Narellan, and Plumpton in Sydney, along with Port Adelaide in South Australia and Queen Victoria Village in Melbourne, are among the first to undergo the change.

In the majority of these stores, shoppers can also expect a new beauty ‘shop within shop’, with a dedicated team member to assist with makeup, skincare, haircare, and personal care.

‘Helping customers based on their needs’

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BIG W also reassured shoppers that ‘assisted checkouts’ are included in the redesign.

A BIG W spokesperson said all stores have 'assisted checkouts' as part of the new self-checkout design 'to ensure we're able to help our customers based on their needs and the products they're purchasing'.

This approach is particularly helpful for shoppers buying bulk or oversized items.

The company said the aim is to make sure ‘we’re able to help our customers based on their needs and the products they’re purchasing.’

Technology, payments, and security upgrades

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The self-checkouts are fitted with ‘Scan Assist’ technology to ensure no items are missed during scanning, according to the Big W website.

The Penrith store does tend to see a number of customers hoping to pay using cash, which can prove a challenge in self-checkout setups that typically limit this option.

The new floor design also includes service points for customers throughout the store—a key part of the retailer’s efforts to keep help nearby.

Security has also been upgraded. What was once an open-plan entrance now features an automated security gate that prevents shoppers from exiting through the entrance, reducing the need for staff to monitor foot traffic. A security screen facing the entrance now records shoppers arriving at the store.

As seen here, the entrance has been upgraded with new security measures, including automated gates.

Inside, the refreshed layout features clearly marked sections for Tech, Toys, Clothing, Sport, and Home.

BIG W provided photos of its new store design, showcasing the refreshed layout and clearly marked departments.

The retailer’s famous bulk purchases—such as cleaning products, laundry essentials, kitchen supplies, and outdoor gear—now have their own section for easier access.

The updated layout also gives BIG W’s famous bulk purchases their own section.

Plumpton will reopen on November 6 with the brand-new layout, while Queen Victoria Village in Melbourne follows on November 13.

As of this week, 30 BIG W stores across Australia will feature the new front-of-store design, and in each case, the retailer says it has ‘increased the overall number of checkouts’ under the new system.

A change for the times

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For some, this shift might feel like the future of retail—faster, more efficient, and streamlined.

For others, it may take time to adjust, especially for those who appreciate the social side of a quick chat at the register.

BIG W insists the redesign is about meeting customers where they are and making every visit more convenient.

Whether you prefer to scan and go or stop for a friendly chat, this transformation marks a new chapter for one of Australia’s most familiar retailers.

Read next: Is Coles judging the way you look? See why this check-out feature sparked discussions

Key Takeaways

• BIG W’s Penrith store has replaced most staffed checkout lanes with self-checkouts as part of a nationwide upgrade.
• Stores in Narellan, Plumpton, Port Adelaide, and Melbourne’s Queen Victoria Village are next, with 30 locations in total receiving the redesign this week.
• The new layout includes a beauty ‘shop within a shop,’ assisted checkouts, and service points throughout the store.
• Security upgrades feature automated entry gates, camera monitoring, and clearer department zones for tech, toys, and bulk-buy items.

Have you tried the new self-checkouts yet? Share your thoughts in the comments—do you think this change makes shopping easier, or does it take away a bit of what made BIG W feel local?