Accessibility in Payment Systems: The Key to Long-Term Retail Success

Is your payment system creating barriers or building loyalty? The answer could define your customer experience and, ultimately, your business success.

TPGi’s Vice President of Sales and Marketing, Matt Ater, spoke to this topic in the webinar, The Importance of Accessible Payment Systems to Long-Term Business Success. Ater explains why it matters for your retail business and how you can take actionable steps toward creating a better customer experience for everyone.

Why Accessibility in Payment Systems Matters

An accessible payment system ensures that customers with disabilities — including those who are blind, have low vision, or experience cognitive or mobility disabilities — can independently and securely complete transactions.

These considerations are not only legally required under laws like the Americans with Disabilities Act (ADA), but they also align with consumer expectations for inclusivity. In fact, 84% of blind and low-vision survey respondents say accessibility has a moderate or significant impact on their willingness to repeat their visit.

Given that accessibility plays a key role in customer retention and loyalty, it’s clear why making the entire experience — especially your payment systems — accessible is essential. After all, you don’t want customers leaving with a negative impression of your brand.

According to Ater, having accessible payment systems allows your organization to tap into a broader customer base, including 70 million U.S. adults with disabilities. Beyond compliance and loyalty, investing in accessible payment systems offers significant business benefits:

• • Customer Retention: Customers are more likely to return to businesses that prioritize inclusion and equitable experiences. According to the 2022 Accenture report, The 2022 Global Consumer Pulse Survey. 71% of customers are more likely to choose a brand that demonstrates a commitment to diversity and inclusion. Additionally, 67% of customers are willing to spend more with businesses that prioritize inclusive practices.
  • Future-Proofing: As accessibility regulations evolve, inclusive systems will help you stay ahead of legal and market demands. The World Economic Forum reports that by 2025, people with disabilities will represent an $18 trillion-dollar market, emphasizing the financial value of accessible systems for this growing demographic.

How Your Business Can Build Inclusive Payment Experiences

Making payments accessible provides an experience that is easy to use and welcoming for everyone. Ater suggests that retailers should embrace inclusive design to provide a seamless, accessible payment process that accommodates a wide range of abilities and preferences. He shares his expert tips on how to create payment systems that work for all customers:

Incorporate Universal Design Principles

The foundation of accessible payment systems is built on universal design principles. These principles focus on creating products that are easy to use for the widest possible range of users, regardless of their abilities.

In payment systems, this means prioritizing simplicity and usability. Large, well-spaced buttons, clear and easy-to-read labels, and intuitive navigation help eliminate barriers by offering a smoother, more efficient experience, especially for seniors and people with cognitive or mobility impairments.

Additionally, features like voice commands allow users to interact with the system without needing to physically touch the screen, making the process more accessible to those with limited hand dexterity or limited or no vision.

Implement Assistive Technology Compatibility

Ater says to truly create an inclusive payment experience, retailers should ensure their systems work seamlessly with common assistive technologies, such as screen readers, voice-enabled devices, and magnification software.

These tools bridge the gap for users with disabilities, enabling them to interact with payment systems independently and securely. For instance, the JAWS Screen Reader empowers users who are blind or have low vision by providing auditory feedback and navigation capabilities.

By incorporating technologies like JAWS for Kiosk, businesses can provide nonvisual or alternative input methods for users who are blind or have low vision. JAWS for Kiosk is software that integrates seamlessly with kiosks and JAWS screen reader to deliver audio prompts, tactile navigation support, and accessible interfaces. It eliminates barriers for users who rely on auditory or tactile input to complete transactions.

Additionally, compatibility with tools like mobile voice assistants or adaptive keyboards also ensures that people with physical or cognitive disabilities can easily access and use the payment system without needing additional support.

Offer Multiple Payment Options

One of the key strategies to ensuring accessibility is offering diverse payment options. Many users may find touchscreens difficult or inaccessible, so providing alternatives is crucial. Including tactile keypads, Braille options, or audio prompts on kiosks allows people with vision impairments to complete their transactions independently.

Additionally, integrating mobile payment options, such as NFC (Near Field Communication) payments, can benefit people with mobility impairments who may find it challenging to interact with physical payment terminals.

Ater adds that when retailers offer a range of payment methods, you’re ensuring that all customers can complete their purchases with ease and confidence.

Conduct Usability Testing with Diverse Users

To truly understand the barriers people face when using your payment systems, it’s essential to involve diverse users in the testing process. This includes people with disabilities who can provide valuable feedback on the usability of your system.

Conducting usability testing with real users, including those who use assistive technologies, ensures that your payment interfaces are intuitive, accessible, and efficient.

Ater explains that observing users interact with your systems helps identify any friction points or accessibility gaps that may exist. He says that it is important to address them before they affect customers in real-world scenarios.

By implementing these strategies, retailers can build payment systems that provide an inclusive, user-friendly experience, foster customer loyalty, reduce friction, and promote long-term business success.

Best Practices for Training Your Team on Accessible Payment Systems

Your payment systems are only as accessible as the people managing and supporting them. That’s why training your team in accessible payment systems is vital. You want to incorporate this into your company culture and day-to-day operations.

Here are practical ways to equip your team with the knowledge and skills needed to provide an exceptional experience for all customers:

• ARC Tutor: Leverage role-based learning paths to train your team on key accessibility concepts and practical skills that align with making payment systems user-friendly and WCAG-conformant.
• ARC Knowledge Center: Including the ARC KnowledgeBase, access a comprehensive library of resources, guides, and troubleshooting tips to empower your team with the knowledge needed to address accessibility challenges effectively.
• TPGi Enterprise Training: Invest in customized training programs led by accessibility experts to ensure your entire organization is equipped to implement and maintain accessible payment systems.

Take the Next Step Toward Accessibility

Retailers have a unique opportunity to lead the way in creating inclusive, accessible online and in-person shopping experiences. By including accessible payment systems, your business is helping to cultivate a welcoming environment where all customers feel valued.

If you’re ready to evaluate and improve the accessibility of your payment systems, TPGi can help! Our expert team specializes in implementing JAWS for Kiosk, accessibility audits, usability testing, and full-service management to ensure your retail technology is both compliant and inclusive.