Gone are the days of having face-to-face customer service as we transition to the digital age and the Internet of Things. Self Service Terminals (SST) in banks, shops, and transport hubs are taking over and humans are disappearing. So, how to make these terminals accessible and useable by all?
Well it starts at the beginning of the design phase. At a recent conference, Computers Helping People with Special Needs, held in Austria, there were seven papers focused on this topic dealing with design issues and standards for self service. One paper was about SST in Norway, another about standards development and yet another about touchscreens. See below for abstracts. You will need institutional access for a free read.
This short paper outlines a project on SST accessibility conducted by Funka on behalf of the Norwegian Agency for Public Management and eGovernment (Difi). The aim of the project was to establish a set of usable guidelines for the accessible placement of SSTs in Norway. To do this, Funka reviewed and compared the relevant existing standards. From the resulting corpus, Funka culled requirements relevant to issues of placement and harmonised them. The eventual result was a step-by-step guide for the accessible placement of self-service terminals. Funka would like to continue the work on role-based filtering tools. Funka has already launched such a tool for its Swedish market, drawing on several open-source standards. Something similar could be done for SST accessibility on the basis of, for instance, the EN 301 549 European standard.
The intention of the standards, guidelines and legislation discussed here, along with other initiatives mentioned, is to ensure accessibility for all is built into self-service technologies from the outset. This paper presents developments in relevant standards, guidelines and legislation since 2013. In reporting on this work, the intention to give an idea of its scope, but also to place these standards, guidelines and legislation within a critical framing that reviews both the material and its impact on efforts to make SSTs accessible to all users.
Accessible Touch: Evaluating Touchscreen PIN Entry Concepts with Visually Impaired People Using Tactile or Haptic Cues, Abstract:
Findings are presented from a user test of several different concepts to enable personal identification number (PIN) entry on a touchscreen by people who are blind or partially sighted. A repeated measures experimental design was used for the user test, with all participants using all concepts in a randomised order. Results are presented, and wider implications of this study and the subsequent approvals are discussed.