If you’ve been to an airport, a fast-food restaurant, or even a hospital recently, chances are you’ve interacted with a self-service kiosk. These digital stations have become a staple in modern convenience, offering everything from ticket purchases to food orders — without ever needing to interact with another person.
For businesses, kiosks are a win-win. They reduce wait times, reduce staffing needs, and streamline customer experiences. But one thing that’s often overlooked is whether these kiosks are accessible to everyone.
For millions of people with disabilities, self-service kiosks can be more of a barrier than a convenience. Unlike websites or mobile apps, kiosks are closed systems, meaning users can’t bring or use their own assistive technology (AT) — the kiosk itself must provide built-in accessibility features.
A touchscreen-only design may exclude blind and low-vision users and people with mobility disabilities. Likewise, a high-mounted kiosk may be out of reach for wheelchair users. When businesses fail to consider these challenges, they not only impact their brand reputation and lose customers but also risk legal consequences.
So, how can you ensure that self-service kiosks are truly accessible and usable for everyone? Let’s explore what self-service kiosks are, the tasks they help users complete, and why designing them with accessibility benefits businesses and customers.
What Is a Self-Service Kiosk Device?
A self-service kiosk is a digital device that allows users to complete a specific task without human assistance.
A self-service kiosk typically refers to a standalone, interactive terminal that allows users to complete tasks independently, such as ordering food, checking in for a flight, or purchasing tickets.
Kiosks can be different from point-of-sale (POS) self-service devices when they are primarily used for processing transactions at a register, often requiring assistance from an employee.
The difference between the two can be confusing in regulatory contexts. The European Accessibility Act (EAA), for example, uses the broader term “self-service terminal,” which may encompass POS systems, depending on how they are implemented.
Similarly, Section 504 of the HHS rule defines a kiosk as a “stand-alone, interactive device or system used by members of the public to obtain products or services without the direct assistance of a provider’s personnel.” This definition could potentially include some self-service POS devices if they meet these criteria.
No matter the distinction, you can find many of these self-service devices in airports, retail locations, grocery stores, hospitals, hotels, restaurants, theme parks, and more; performing functions like:
- Airports – Checking in for flights and printing boarding passes.
- Retail stores – Self-checkout stations and price-checking kiosks.
- Restaurants – Digital ordering and payment stations.
- Hospitals – Patient check-in and directional wayfinding.
Most self-service kiosks rely on touchscreen interfaces, though some include physical buttons, voice commands, or card readers for additional functionality. The goal is efficiency, but that efficiency must be matched with accessibility to ensure kiosks can be used by everyone.
Not All Kiosks Are the Same: Different Types and Their Uses
Self-service kiosks may all seem similar at first glance, but they’re designed for very different purposes. A kiosk at the airport won’t function the same way as one at a retail store or a hospital. While they all serve to streamline tasks and improve efficiency, their interfaces, accessibility features, and user experiences can vary widely.
Common Tasks Performed by Self-Service Kiosks
Kiosks are designed to simplify a wide range of tasks, often combining multiple functions into a single device. For example, a kiosk that allows check-in at an airport might also issue boarding passes, while a retail kiosk could enable both price checks and in-store ordering.
Understanding the tasks kiosks perform — rather than just their physical form — gives a clearer picture of their role in improving convenience and efficiency.
Providing Information and Assisting in Navigation
Kiosks that display maps, directories, or general information help users find what they need quickly. Whether in malls, airports, or museums, these kiosks offer an interactive way to access key details. As Samsung puts it, “Information kiosks aim to enhance convenience and improve the user experience by offering quick, on-demand access to information.”
Wayfinding kiosks take this a step further by guiding users through complex spaces like hospitals, shopping centers, and college campuses. Larry Haworth, CEO of PatientWorks, describes them as “going beyond basic signage by creating a seamless and stress-reducing journey for patients, visitors, and staff.”
Making Purchases and Managing Transactions
From retail to event venues, kiosks assist users with purchases and financial transactions. These tasks include:
- Checking prices and browsing inventory in retail stores. Shoppers don’t want to track down staff just to check a price or see if an item is in stock. Self-service kiosks let customers quickly access real-time pricing and inventory information on their own, reducing frustration and speeding up decision-making.
- Purchasing tickets for concerts, public transportation, or attractions. While businesses benefit from cost savings for users, ticketing kiosks reduce wait times and provide a quick, self-service option for buying and printing tickets.
- Processing self-checkout transactions, which allow customers to scan and pay for items without assistance.
Checking In and Accessing Services
Many industries use kiosks to speed up the check-in process, reducing reliance on staff while improving efficiency. These kiosks enable:
- Checking in for flights and printing boarding passes at airports.
- Grab and go hotel meal kiosk, such as Marriott International, offer guests a centralized marketplace for easy access to snacks, beverages, light bites, and sundries. This technology streamlines operations, allowing hotel staff to engage with guests in more meaningful, personalized ways.
- Medical office and hospital check-ins, where kiosks help patients complete paperwork, verify insurance, and access telehealth services. According to the National Library of Medicine, healthcare kiosks provide access to “health information provision, clinical measurement collection, telemonitoring, and teleconsultation.”
While kiosks have revolutionized customer service across industries, not all of them are designed with compliance or accessibility in mind. The challenge is ensuring that every user can interact with them effectively. That’s where accessibility considerations come into play, ensuring that kiosks truly serve everyone.
The Accessibility Challenge: Who’s Left Out?
Imagine trying to check in for a flight, but the kiosk is too high for you to reach. Or ordering lunch at a digital kiosk, but you can’t see the touchscreen. These aren’t hypothetical scenarios; they’re real challenges faced by millions of people with disabilities every day.
Kiosks should incorporate key features to be truly accessible, including:
- Operability without vision – Kiosks should include screen readers, tactile keypads, or audio navigation for blind and low-vision users.
- Auditory Information in Visual Form – Captions or text-based alternatives help people who are deaf or hard of hearing.
- Keyboard Accessibility – Not everyone can use a touchscreen; kiosks should support alternative input methods.
- Flexible Input Options – Users should be able to switch between touch, voice, keyboard, or assistive devices.
- Avoiding Complex Gestures – Dragging, pinching, or swiping can be difficult for users with limited dexterity.
Many businesses assume kiosks improve efficiency for all users, but when these considerations are ignored, they exclude millions of potential customers.
How to Make Self-Service Kiosks Accessible
Even with all the technological advancements in self-service kiosk technology, many businesses still fall short. It’s not always a matter of intent — often, accessibility gaps arise from disconnects in the supply chain.
One supplier might provide a hardware component that lacks accessibility support, while another delivers software that isn’t fully compatible with assistive technology. In some cases, the instructions on the kiosk hardware don’t align with how the software actually works, creating additional barriers for users.
But the reality is that if a kiosk isn’t accessible, it’s not truly serving all customers. Addressing these gaps requires a holistic approach — one that ensures accessibility is a priority at every stage, from design to deployment.
Prioritizing Accessibility with JAWS for Kiosk
Businesses that prioritize accessibility don’t just comply with regulations — they enhance customer experiences, improve usability, and expand their customer base. When designed with inclusion in mind, kiosks serve everyone, not just a select few.
For businesses looking to integrate a proven accessibility solution, JAWS for Kiosk provides a seamless way to make self-service kiosks usable for blind and low-vision users. Powered by the industry-leading JAWS screen reader, JAWS for Kiosk enables speech and Braille output, allowing users to navigate kiosks independently.
TPGi offers expert support in deploying JAWS for Kiosk, along with accessibility audits, training, and compliance solutions to help businesses ensure their self-service kiosks meet both user needs and regulatory standards.
Download the brochure to learn more about how JAWS for Kiosk can make your self-service solutions accessible to everyone.
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