Enhancing Self-Service Kiosk Accessibility: Why Compatibility with JAWS for Kiosk Matters

Kiosks have become a regular part of daily life, allowing customers to check in at airports, withdraw cash from ATMs, and order food at quick-service restaurants (QSRs) with ease. These self-service machines have revolutionized public spaces by providing convenience and efficiency for users, while helping businesses improve efficiency of operations by reducing reliance on human service provision.

However, for millions of people with disabilities, including people who are blind or have low vision, kiosks can be a source of frustration due to a lack of accessibility features.

A recent survey by Vispero and TPGi revealed that 58% of blind and low-vision respondents had negative experiences at restaurants, primarily due to inaccessible kiosks and payment systems. This statistic highlights the importance of making kiosks accessible to all users, ensuring inclusivity in every aspect of public life.

Download our whitepaper, Restaurant Accessibility for Blind and Low Vision Customers, and discover more insights into creating inclusive dining experience for people with disabilities.

Kiosk Accessibility Laws, Regulations and Standards

Ensuring kiosk accessibility is about making the user experience smoother for people with disabilities; it’s also a legal requirement.

In the U.S., providers of public technology, including kiosks, must comply with the Americans with Disabilities Act (ADA), which mandates that people with disabilities have equal access to services. Some kiosk providers may also be subject to other laws protecting the rights of people with disabilities.

Specific accessibility requirements for kiosks vary in detail, depending on the type of kiosk. ADA accessibility standards exist for ATMs and ticket machines, kiosks provided by federal agencies must meet requirements of Section 508 of the Rehabilitation Act, and kiosks used by airline passengers are subject to requirements of the Air Carrier Accessibility Act (ACAA).

Even though specific requirements present in regulations and legislation may vary depending on the context of the kiosk, the spirit of accessibility remains clear. Organizations must provide kiosks that people with disabilities can use for their intended purpose, or risk facing lawsuits, fines, and reputational damage.

For the kiosk’s software user interface, the Web Content Accessibility Guidelines (WCAG) provide valuable guidance on designing for accessibility. W3C’s WCAG2ICT resource also provides advice on applying WCAG to kiosk interfaces.

But kiosk accessibility has additional layers. Unlike websites and mobile apps designed for use on a user’s own device customized to their needs, kiosks need to provide assistive technology to allow people with disabilities to walk up and use the kiosk without needing to install their own assistive technology.

This means that providing built-in solutions like screen readers for speech output and physical input devices for operation become essential for compliance.

Addressing the Gaps in Kiosk Accessibility

Despite the existence of legislation and regulations that require accessibility and standards to support the design and build process, many kiosks still fall short of providing a fully accessible experience.

For example, consider a ticket machine. A blind user might be able to operate the kiosk’s buttons and plug in their headphones, but with no speech output of the options they select, or the information displayed on screen, the user has no way to independently determine what ticket to select or how much the ticket costs.

The Most Common Challenge with Kiosk Accessibility

One of the most common challenges kiosk providers face is only addressing part of the accessibility problem. Kiosks are composed of multiple hardware units and software applications, which may be produced by different teams or suppliers and assembled or integrated by another organization.

If only part of this ecosystem is aware of accessibility requirements, the result may be a kiosk that is unusable by people with disabilities, and potentially difficult to use by many others too.

What Does a Kiosk Need to Be Accessible?

To truly meet the needs of users with disabilities, kiosks must be designed with a focus on three key components: accessible input devices, accessible output, and a user-friendly interface.

Accessible input devices such as tactile keypads, arrow keys, or QWERTY keyboards are essential for people who have difficulty with or are unable to interact with touchscreens. These physical controls must be easy to operate and positioned in a way that users can find and use them intuitively.

Accessible output is just as important, requiring both hardware and software solutions. Audio feedback, provided by built-in tools like JAWS for Kiosk, ensures that users can navigate menus and receive essential information without relying on visual output. This is particularly vital for blind or low-vision users who depend on text-to-speech technology to complete transactions independently.

Finally, an accessible and usable user interface is crucial for ensuring that navigation and operation is efficient, and output is perceivable and understandable. The interface must be designed to minimize confusion and frustration by providing clear instructions and easy-to-follow steps. When these elements work together, kiosks can provide an inclusive experience that accommodates users of all abilities.

Testing for Kiosk Accessibility

To ensure kiosks are truly accessible, organizations must conduct thorough accessibility testing of hardware and software throughout the design and development process. This involves both technical and usability testing to ensure that kiosks meet applicable accessibility standards. Testing early and consistently helps identify and address issues before remediation becomes overly expensive or technically challenging.

Beyond technical conformance, it’s vital to test kiosks using people with disabilities. This allows organizations to evaluate whether the kiosk’s design is functional and intuitive for the people it aims to serve. Key tasks should be tested to verify that users can complete them without unnecessary effort or frustration.

The Role of JAWS for Kiosk in Self-Service Accessibility

When it comes to kiosk usability, meeting technical standards is just the beginning. What truly matters is providing a seamless, usable experience for all users. One essential key to achieving this is through an easy-to-deploy, easy-to-configure speech output system specifically designed for walk-up-and-use kiosks.

A purpose-built solution removes the burden from kiosk providers to create their own speech output or rely on screen reading software that is not designed for kiosk environments, ensuring a smoother experience for blind and low-vision users.

That’s where JAWS for Kiosk comes in.

JAWS for Kiosk is a powerful screen reader solution specifically designed to deliver a truly accessible self-service experience. While tactile hardware allows users to input information, JAWS for Kiosk provides the essential speech output needed to guide users through menus, transactions, and check-ins with ease and confidence.

Why JAWS for Kiosk?

  • Navigate with Confidence: Enable blind and low-vision users to independently navigate kiosks, ensuring that your services are accessible to everyone. With support for over 35 languages, it’s adaptable to your global audience.
  • Customizable to Your Needs: Personalize the kiosk experience to align with your brand. Whether it’s branding-specific interactions or customized user flows, JAWS for Kiosk fits seamlessly into your operations.
  • Works Anywhere, Anytime: No Internet? No problem. Unlike other solutions, JAWS for Kiosk operates offline, providing uninterrupted service even in locations with limited connectivity.
  • Compatible with the Best in Assistive Tech: Storm Assistive Technology Products like NavPad, NavBar, and AudioNav are compatible with JAWS for Kiosk, so your tactile inputs and audio outputs work perfectly together. Features like auto start and stop on device insertion make the process smooth from start to finish.

Make Accessibility a Competitive Advantage

JAWS for Kiosk does more than help you meet legal requirements; it enhances the overall customer experience, creates loyal customers, and positions your business as inclusive and forward-thinking.

Ready to take the next step? Integrate JAWS for Kiosk today and ensure your kiosks are fully accessible, usable, and designed for everyone. Contact us to start your kiosk project.

 

Headed to Future Travel Experience (FTE) from 10/28 to 10/30? Visit with Matt Ater and Traci Murray at the ImageHolders booth and view a demo of JAWS for Kiosk Screen reader running on the United Airlines kiosk. Bring accessibility to your self-service devices! 

Categories: Accessibility Strategy, Kiosk
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