The Growing Accessibility Crisis of Self-Service Kiosks: A Listener’s Perspective

Listener Derek has raised a pressing concern about the increasing use of self-service kiosks and digital payment terminals, highlighting how their inaccessibility continues to create significant barriers for blind and visually impaired individuals. In his detailed email to Double Tap, he describes multiple situations where a lack of accessibility forces blind consumers into awkward, frustrating, and often unfair circumstances.

The Issue with Payment Terminals

Derek emphasizes the problems with debit and credit card payment machines, which often lack a tactile interface or screen-reading capability. While contactless payments through Apple Pay or tap-to-pay cards can sometimes offer a workaround, this isn’t always an option. He points out that many machines prompt users to add a tip before completing a transaction, which leads to an uncomfortable moment of silence, forcing the employee to ask whether a tip should be added. “I feel we sometimes get guilted into adding a tip,” Derek says, explaining that blind individuals are often placed in an unfair position where they must verbally disclose the amount—if they can even tell that the option is available in the first place.

There’s also a privacy and security concern. When an employee manually inputs a tip amount or selects prompts on behalf of the customer, there’s no way for the blind consumer to verify what has actually been entered. “Who is to say they are even putting in the amount I am telling them to?” Derek asks, noting that while fraud is rare, the lack of independent access leaves blind individuals vulnerable.

Self-Checkout Machines: A Missed Opportunity

Derek frequently finds himself in grocery stores purchasing small amounts of items but is unable to use self-checkout kiosks due to their complete inaccessibility. He describes the irony of these machines greeting customers with an automated voice prompt when approached—only to then fall completely silent, offering no further screen-reading functionality. “Speech is built in to greet you, ask you how many bags you used, and remind you of the forms of payment you can use. But there isn’t a feature to have it speak everything else on the screen. How ridiculous is that?”

The Frustration of Fast Food Kiosks

Another major issue Derek highlights is the widespread shift to self-ordering kiosks at fast food restaurants like McDonald’s. These massive touchscreens have replaced traditional cashiers, making it impossible for blind customers to order independently. “Where is the accessibility if they desire their customers to order on their own the majority of the time through these kiosks?” he asks.

This same problem extends to locations like Costco food courts, where all orders must be placed via a kiosk. When Derek asked about an accessible alternative, he was told to simply ask an employee for help. However, this often leads to confusion, requiring a manager’s involvement while causing unwanted attention and delaying other customers.

Existing Solutions That Could Work—But Aren’t Being Used

Derek points out that accessible kiosk solutions already exist. ATMs have long incorporated audio-guided navigationusing headphone jacks and tactile keypads. Airlines like United have also experimented with TalkBack on in-flight entertainment systems. Companies such as Freedom Scientific have introduced screen readers for kiosks, and McDonald’s has tested accessible ordering terminals using a physical arrow-based keypad. However, these solutions remain limited, and widespread adoption has not occurred.

What Needs to Change?

Derek’s frustration reflects a broader issue: the increasing reliance on touchscreen technology without considering accessibility. “Why, in such a frequented task, which I am sure occurs billions of times a day, is there not an option?” he asks. He urges businesses and developers to implement universal design for self-service kiosks, ensuring that blind customers can complete everyday transactions without assistance.

Double Tap Reacts

The Double Tap team echoed his concerns, emphasizing that companies need to take responsibility and act. “The technology exists. Make them accessible,” Shaun Preece stated. Steven Scott added that too many companies boast about their accessibility efforts in one area while ignoring major accessibility gaps elsewhere.

With major businesses prioritizing efficiency over inclusion, Derek’s experiences are a stark reminder that accessibility must not be treated as an afterthought. Until companies take real action—or legislation forces them to—blind consumers will continue to face unnecessary barriers in everyday transactions.