This content originally appeared on TPGi and was authored by Ryan Jones
Note: This blog was originally posted on November 16, 2017. It has been updated to reflect new laws, like the European Accessibility Act, along with industry considerations. This information is not legal advice. You should consult a lawyer for guidance on specific legal issues or problems.
Self-service kiosks have become a key part of daily transactions. We use them at airports, train stations, government offices, restaurants, and retail stores, almost everywhere. No longer limited to ATMs, kiosks now handle self-checkout, ticketing, wayfinding, payments, information access, and more.
However, many kiosks fail to meet accessibility standards, making them difficult or impossible for people with disabilities to use. A well-designed kiosk interface should accommodate all users, including people who:
- Are blind,
- Have low vision,
- Are deaf or hard of hearing,
- Have limited mobility, or
- Have cognitive disabilities that affect reading, memory, attention, or learning.
This article explores accessibility regulations, technical standards, and best practices to assist organizations in creating compliant and user-friendly kiosks.
Key Accessibility Standards for Kiosks
There is no single global accessibility standard just for kiosks. However, several well-known accessibility guidelines and laws provide a good foundation.
Web Content Accessibility Guidelines (WCAG)
Especially if your kiosk has a web-based interface, the Web Content Accessibility Guidelines (WCAG) are your best friends. WCAG provides requirements for ensuring user interfaces are perceivable, operable, and understandable by people with disabilities.
WCAG’s requirements include ensuring all:
- Images have text alternatives
- User interface elements are coded to convey their name, purpose, and state
- Section headings are identified correctly
- Forms have suitable labels for input fields, instructions, and error notifications
- Time limits are managed appropriately
Several laws in the United States and internationally refer to specific versions of WCAG for digital accessibility requirements. Banking and retail use these guidelines to meet legal requirements and make digital interfaces accessible.
However, WCAG is limited to the software user interface and does not provide requirements for hardware or additional accessibility software, so for kiosk accessibility, we need to look elsewhere for additional guidance.
Americans with Disabilities Act (ADA)
The 2010 ADA Accessibility Standards focus on physical accessibility and includes requirements for accessibility that apply to certain kiosks, specifically ATMs and fare machines. These requirements cover aspects like reach range, speech output, and tactile input to ensure the interface can be used by people with a range of disabilities.
For example, kiosk interfaces should be at a height and reach that people in wheelchairs can use. Touchscreens must be within reach for seated users.
European Accessibility Act (EAA)
The EAA has reshaped expectations for accessibility across the European Union (EU). Self-service kiosks installed in the EU must meet the EAA’s accessibility requirements. This means businesses operating in the EU can’t afford to ignore inclusive design.
The EAA outlines specific accessibility requirements for kiosks, and its companion standard, EN 301 549, provides detailed technical guidance for both kiosk hardware and software. While it builds on the principles of the ADA Standards, EN 301 549 goes further with more targeted requirements tailored to digital interfaces and physical design.
Download the EAA Compliance Fact Sheet to learn how this law impacts existing devices.
Section 508 (U.S.)
If your kiosk is part of a U.S. federal government service or program, Section 508 compliance is a must. Public service kiosks, such as those at the Social Security office, must meet specific accessibility requirements for both hardware and software.
Section 508 requirements are broadly aligned with the current version of EN 301 549, and both directly reference WCAG (although different versions) for software interface accessibility.
Air Carrier Access Act (ACAA)
To help ensure that the air travel experience is accessible to people with disabilities, the 2013 Air Carrier Access Act (ACAA) includes specific accessibility requirements for airline kiosks, such as text-to-speech output and tactile input controls.
U.S. 21st Century Communications and Video Accessibility Act (CVAA)
This U.S. regulation ensures that information and communication technology (ICT)-based services remain accessible to people with disabilities. Kiosks offering video chat assistance or telecommunications must meet the CVAA’s accessibility requirements. (Read the full section at the Legal Information Institute.)
Baseline Accessibility Requirements for Kiosks
Regulations like Section 508, the EAA, and the CVAA don’t guarantee full accessibility on their own, but they do establish clear baseline expectations that covered organizations must meet. One helpful part of the Section 508 and EN 301 549 standards is a set of functional performance criteria that provide kiosk providers with a baseline requirement for compliance and ensuring successful use by people with a wide range of disabilities.
In particular, kiosks should:
- Support users with cognitive disabilities that impact reading, learning, attention, and memory. Use plain language, clear instructions, simple layouts, and minimal distractions to improve usability.
- Support use without vision. Offer screen reader support or text-to-speech output so blind users can navigate the interface and access all content displayed on the screen.
- Accommodate low vision. Include large text, adjustable font size, and high-contrast display options for users with limited visual acuity.
- Avoid relying on colors alone. Use text labels, patterns, or shapes to convey information so that meaning is not lost for people with color vision loss.
- Convey information without sound. Include visual alerts or captions so people who are deaf or hard of hearing can receive important information.
- Support users with limited dexterity. Allow input through physical buttons, keyboards, or voice controls for people unable to perform fine motor movements.
- Be reachable and easy to activate. Position screens and controls within easy reach for people of shorter stature, people using wheelchairs, or other mobility aids. Make sure controls don’t require significant strength to operate.
- Be operable with prosthetics. Ensure controls do not require direct skin contact or complex hand movements.
- Allow flexible timing. Give users the option to extend response times or turn off timeouts to accommodate different processing speeds.
- Provide alternatives to speech. Don’t require voice input; instead, offer on-screen keyboards, touch navigation, or tactile buttons for users who don’t speak or prefer alternative input methods.
- Don’t rely on one biometric identification method if biometric identification is used.
How Industries Are Adapting to Kiosk Accessibility
Different industries rely on kiosks for various purposes, from streamlining customer service to providing essential public services. While some sectors have proactively integrated accessibility into their kiosk designs, others are still in the process of adapting.
Here’s what you need to know about kiosk accessibility across industries.
Restaurants and Retail
Self-service kiosks are changing the dining and retail experience, including ordering tablets at restaurants and interactive directories in malls. However, without accessibility considerations, these conveniences can become barriers for customers with disabilities.
McDonald’s has enhanced its self-order kiosks by incorporating features that improve accessibility. These include support for screen readers and interfaces that are easy for people in wheelchairs.
This video demonstrates an accessible user experience on a self-ordering kiosk at a QSR.
California Fish Grill, which uses Bite’s self-service kiosks, includes features that support users with speech disabilities, as noted by Steven Aquino in a Forbes contributed article. Steven says, “I like ordering with the devices because (a) I’m a nerd and computers are cool; and (b) using them is more accessible to me than talking to a person because of my stutter.”
“What’s more, California Fish Grill is cashless, ” he adds. “They instead lean further into furthering efficiency and expediency by asking guests to pay for their meals using an NFC solution such as Apple Pay—the latter being a de-facto accessibility feature for me as an iPhone user from the get-go.”
Hotels and Hospitality
The hospitality industry heavily relies on self-service kiosks for hotel check-ins, “grab ‘n go” markets, and reservations. Hotels and entertainment venues are adding features to help everyone feel welcome.
They are using text-to-speech tools, different input methods, and high-contrast displays for a better user experience. These features help guests with disabilities navigate their surroundings and manage their stay independently.
Healthcare
Medical facilities increasingly use kiosks for patient check-ins, appointment scheduling, and insurance processing. Because these systems handle sensitive personal information, accessibility is essential not just for convenience but to protect patient privacy and support independent use.
Healthcare providers are also adopting kiosk accessibility compliance standards. This helps reduce the risk of being sued, as highlighted in a recent lawsuit against Quest Diagnostics. The lab’s inaccessible kiosks were preventing blind patients from checking in to phlebotomy appointments privately and independently. The case highlights the importance of integrating accessibility to ensure the best possible patient experience.
Government Services
Many government agencies rely on self-service kiosks for document processing, bill payments, and accessing public information. Government kiosks need to follow Section 508 rules.
These criteria ensure that individuals with disabilities can access essential services, such as renewing a driver’s license or applying for government benefits, without requiring in-person assistance.
Public Facilities and Smart Cities
As urban areas evolve into smart cities, interactive kiosks have become an integral part of public spaces, offering real-time information on transit, events, and city services.
For instance, New York City’s LinkNYC initiative has replaced outdated payphones with ADA-compliant kiosks that offer free Wi-Fi and other services. These kiosks feature tactile keypads, headphone jacks for audio output, and visual displays designed to be accessible to people with various disabilities.
Projects like LinkNYC demonstrate how accessibility can be integrated into citywide infrastructure from the outset rather than being retrofitted after deployment. As more cities invest in smart public amenities, ensuring that these technologies are user-friendly will be key to closing access gaps in areas such as transportation, public safety, and civic engagement.
Transportation
Self-service kiosks are an important feature of airports, train stations, bus terminals, and subway systems. They assist passengers with tasks such as purchasing tickets, consulting schedules, and checking in for trips. Many of these kiosks must comply with regional accessibility regulations, such as the ADA and EAA.
Airports, in particular, are beginning to implement more inclusive kiosk designs in response to both regulatory pressure and passenger demand. According to Freya Storey of imageHOLDERS, many modern airport kiosks now feature text-to-speech functionality, closed captioning, multilingual interfaces, and dual input options (including touch and voice).
Banking
Self-service kiosks have long played a role in banking, most notably in the form of ATMs. But today, financial kiosks support a much wider range of services. From bill payments and cash deposits to cryptocurrency exchanges, kiosks now offer more flexible, secure, and user-driven options for financial transactions.
For example, Olea’s bill payment kiosks are designed to support users who want flexibility, security, and control over how and when they make payments. Some models, like Olea’s modular Franklin kiosk, are designed with privacy in mind and can be customized to include accessible input features and intuitive navigation.
Education
Universities and schools utilize kiosks for a wide range of purposes, including student registration, library checkouts, and campus navigation. In these settings, accessibility has a direct impact on equal access to academic resources, particularly for students who rely on assistive technology to complete routine tasks independently.
In addition to supporting routine academic tasks, some campuses use education kiosks (like Olea’s) for e-commerce and alumni engagement. With options for accepting donations, processing merchandise purchases, and displaying sponsor content, accessible kiosks can play a broader role in campus life, supporting both inclusivity and institutional goals.
Entertainment and Leisure
From ticket kiosks at movie theaters to interactive exhibits in museums, the entertainment industry recognizes the need for accessibility in self-service technology.
Carnival Cruises offers this technology through its Sail & Sign Kiosk, a self-service terminal that helps guests manage their Sail & Sign accounts. Sail & Sign is a cashless onboard credit program that allows guests to charge onboard purchases and gratuities directly to their accounts for added convenience.
Testing and Compliance Validation
An accessible kiosk is only as good as its real-world usability. Organizations should:
- Conduct usability testing with people with disabilities at multiple stages of development and continue to seek feedback on usability once kiosks are deployed.
- Regularly audit kiosks for conformance with applicable standards and promptly address any instances of nonconformance or accessibility features that are not functioning as expected.
- Train staff on kiosk accessibility features and assistive technologies to support users effectively.
A kiosk feature that enhances accessibility only works if people can use it and know it’s there. Clear and accurate labeling and simple activation make accessibility features easier to find and use for the people who rely on them. Staff may also want to test these features regularly to confirm they’re working as intended.
When considering accessibility, it is crucial to design with accessibility in mind from the outset. It is often more costly and less efficient to make a product accessible after it has been developed or is in use.
Ensuring kiosks are accessible means providing all users, including those with disabilities, with equal access to services. One way to improve accessibility is by integrating JAWS for Kiosk, which offers speech output to help blind and low-vision users navigate self-service kiosks independently. Contact us now to learn how to make your kiosks accessible!
Related articles
- Selecting the Correct Input Device for Kiosk Accessibility
- What Operating System is Preferred for a Kiosk Deployment?
- Enhancing Self-Service Kiosk Accessibility: Why Compatibility with JAWS for Kiosk Matters
The post Industry Considerations: How to Make an Accessible Kiosk appeared first on TPGi.
This content originally appeared on TPGi and was authored by Ryan Jones
Ryan Jones | Sciencx (2025-06-10T13:56:26+00:00) Industry Considerations: How to Make an Accessible Kiosk. Retrieved from https://www.scien.cx/2025/06/10/industry-considerations-how-to-make-an-accessible-kiosk/
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