The evolution of digital services and self-service is transforming the way people interact with businesses, institutions, and public services. Ticketing kiosks, payment terminals, check-in equipment, food kiosks, or other interactive equipment allow tasks to be performed quickly and autonomously, but this autonomy is only truly universal when the equipment can be used by people with different abilities.
It is in this context that the European Accessibility Act (EAA) is of particular importance. European legislation establishes accessibility requirements for certain products and services, reinforcing the need to consider accessibility from the design and development of solutions.
For manufacturers of self-service kiosks and interactive equipment, this means looking at accessibility in an integrated way: from the physical structure, ergonomics, and positioning of components to the digital interface and the different forms of interaction.
What is the European Accessibility Act and its relevance to self-service kiosks?
The European Accessibility Act (EAA) is the European legislation that establishes common accessibility requirements for certain products and services. Among the products covered are certain self-service terminals, such as ticketing machines, check-in terminals, and other interactive equipment used to provide certain services.
The application of these principles represents an important change in the way equipment is developed. Accessibility ceases to be just an additional feature and becomes an element that must be considered in the design, development, and evaluation process of the solution.
For a kiosk manufacturer, this means analyzing the entire user journey: getting close to the equipment, reaching the components, understanding the information presented, interacting with the interface, and completing the operation.
Accessibility should therefore be considered from the earliest stages of the project, along with factors such as industrial design, ergonomics, safety, and user experience.
Accessibility Begins with Hardware: Ergonomics, Reach, and Interaction
In a self-service kiosk, accessibility depends not only on the software. The equipment itself must be designed to facilitate use by people with different physical characteristics and abilities.
At PARTTEAM & OEMKIOSKS, these principles are considered in the development and production of equipment, namely through the analysis of the height, reach, and positioning of the different components.
Among the aspects that can be considered in the development are:
- Height and reach of components, allowing for more accessible interaction;
- Use by people in wheelchairs, considering the approach and interaction with the equipment;
- Ergonomics, seeking to make operations more natural and comfortable;
- Legibility, through a clear presentation of information;
- Adequate contrast between visual elements;
- Size and positioning of interaction elements;
- Perceptible identification of keys, controls, and physical components;
- Visual and, when applicable, auditory feedback;
- Integration of peripherals suitable to the project’s needs.
The EAA itself includes specific requirements for self-service terminals, including aspects related to contrast and touch-discernible control elements when present.
This approach is particularly important because technologically advanced equipment is not necessarily accessible equipment. Technology must be accompanied by a physical design that allows as many users as possible to interact with it.
Digital Experience Is Also Part of Accessibility
Although hardware plays a fundamental role, the user experience doesn’t end with the physical structure. The software and the interface displayed on the screen must also be designed to facilitate interaction.
In interactive equipment, some of the principles considered may include:
- Texts with appropriate size and legibility;
- Simple, logical, and consistent navigation;
- Information presented in a clear and organized manner;
- Easily identifiable buttons and interactive elements;
- Visual feedback on actions performed;
- Audible feedback when applicable;
- Different forms of input and output, according to the equipment;
- Clear messages and instructions during each step of the process.
Although the software component is only one part of a kiosk’s accessibility, there must be a coherent relationship between the interface, hardware, and physical interaction. A button may be visually clear, for example, but the experience will be compromised if it is placed out of reach of certain users.
EN 301 549, a European standard for accessibility requirements in ICT products and services, complements this framework and covers technologies such as software, digital devices, information kiosks, and transaction machines.
In the United States, the ADA (Americans with Disabilities Act) constitutes another important accessibility framework, particularly relevant for projects intended for the North American market. Although the different legal and technical frameworks are not equivalent, they share the goal of reducing barriers and promoting more inclusive use of technology.
Customized Development for Different Accessibility Needs
Each self-service project has specific requirements. A ticketing kiosk installed in a train station, for example, may have different needs than a check-in terminal at an airport, a payment kiosk, or an interactive device installed in a public space.
That’s why OEM/ODM customization capabilities are of particular importance.
As a manufacturer, PARTTEAM & OEMKIOSKS can work on different aspects of the solution, from the structure and industrial design to the positioning of components, peripherals, and interaction experience.
This capability allows for consideration from the initial development phase:
- The context and location of installation;
- The user profile;
- The mobility and reach needs;
- The position and size of the display;
- The location of peripherals;
- The interaction methods;
- The specific requirements of each project.
More than adapting equipment after it’s been produced, the approach is to integrate accessibility principles into the development process itself.
The European Accessibility Law reinforces the importance of developing digital products and services capable of meeting the needs of a wider range of users. In the case of self-service kiosks and interactive equipment, this approach should encompass both the physical dimension and the digital experience.
At PARTTEAM & OEMKIOSKS, accessibility is considered part of the solution development process, taking into account requirements and principles applicable to hardware, ergonomics, interaction, and interface.
Through in-house development, production in Portugal, and OEM/ODM capabilities, it is possible to create customized equipment for different usage contexts, incorporating criteria from the design phase that contribute to more accessible, intuitive, and inclusive solutions.
Developing technology for everyone means thinking not only about what a device can do, but also about who can use it and how.