Often, we are put in the position of being the critic but we also like to spotlight positive directions in accessible retail.
]In February 2024 Starbucks announced its new accessibility initiative. The Washington D.C. store was its first such store and rated AAA for highest. Starbucks is growing its U.S. store base by about 4% annually, with over 17,000 stores in the U.S. as of mid-2025. The company has committed to embedding the Inclusive Spaces Framework in all new and renovated stores, but has not released a breakdown of how many stores have reached the AAA level specifically.
Safe to say approximately 1,540 Starbucks locations in the U.S. have either opened new or undergone significant renovation since June 2024. 17,000 stores total.
So progress for sure.
What is notable about the framework is its attention to architecture and environment. Sign language by employees is available. Normally you might hear about contrast or screenreaders or device height. Echo cancellation for patrons wearing hearing aids like us.
Payment is always a critical component, but Starbucks customers tend to use their mobile devices for payment via the loyalty app. At least a third of all payments are made this way.
We haven’t seen or heard any updates but apparently it is quietly progressing providing better and more efficient transactions for all.
Overview
Starbucks’ Inclusive Spaces Framework is a comprehensive set of design guidelines aimed at making its retail environments more accessible, inclusive, and welcoming for everyone—including people with disabilities. This framework goes beyond legal requirements like the Americans with Disabilities Act (ADA) and is intended to expand independence, choice, and ease for all customers and employees across both physical and digital spaces123.
: The framework is structured into three levels—A, AA, and AAA—each representing increasing levels of accessibility and inclusion. AAA is the highest standard, exceeding ADA requirements in many areas4.
: It covers all aspects of the retail experience, from the entrance and paths of travel to goods and services, bathrooms, employee areas, and overall ambience4.
: Starbucks developed the framework in partnership with a diverse community of customers, employees (partners), and accessibility experts to ensure real-world relevance and scalability13.
:
Multiple accessible routes, power-operated or fully automatic doors, and clear signage in visual, tactile, and audible formats.
Unobstructed lines of sight and barrier-free paths throughout the store4.
:
Redesigned point-of-sale systems with adjustable angles, voice assistance, and screen magnification.
Visual order status boards and multiple ways to place and receive orders (speaking, writing, typing, app).
Lower counters with overhangs for wheelchair access and accessible seating options53.
:
Accessible workstations and break rooms, equipment with larger buttons and dials, and tools for communication in multiple formats.
Minimized auditory and visual stimuli in work areas to reduce cognitive strain64.
:
Adjustable lighting and acoustics to accommodate a range of sensory needs.
Furniture designed for mobility device access and companion seating areas4.
: The framework is being incorporated into all newly built and renovated Starbucks company-operated stores in the U.S., with the first store built under these guidelines opening in Washington, D.C. in 2024123.
Open Source and Industry Influence: Starbucks has made the framework openly available to encourage broader adoption across the retail industry, aiming to set a new standard for accessibility and inclusion17.
: The framework is designed to be updated and refined over time, with feedback from customers, employees, and accessibility experts13.
The Inclusive Spaces Framework reflects Starbucks’ commitment to creating environments where everyone feels they belong, regardless of ability. By going beyond compliance and focusing on real-world usability, Starbucks aims to foster a sense of belonging and ease for all who enter its stores123.
Accessibility Update 2025 — We encourage accessibility. Accessible self service is the ideal for us. If we had one wish, it would be that self-service accessibility for all be treated much like safety. Seat belts and airbags benefit everyone. They are not optional for auto manufacturers. Emissions control is another. I drive a 2006 Acura TL and it would not be allowed on the road in China. From kioskindustry.org
The value of a single aspect detail checklist like below is that we need 20 or 30 other ones like this, covering the different aspects of self-service, and not just a web interface on a desktop computer screen. Most of us use mobiles anyway.
We have our basic checklist, but we would like to expand those items into actions. In the kiosk and digital signage world we have to think about multiple factors
hardware (includes Mobiles)
software
Pre-deployment usability using personas.
installation
site surveys
Connectivity (good luck getting decent internet in rural?)
Ongoing service
Post deployment surveys of customers for what we got right and what we got wrong
Application flow (much like proper syntax in sentence structure. e.g. — Accessibility self-service for important is people use can everyone when easy not if.) All the checkboxes checked but good luck making sense.
When clients do their own software kiosk manufacturers are at their mercy and never see the code fyi*
Insight — with the onset of “AI Fever” there are already examples of transactional processes being needlessly confused and diverted due to AI.
Note: current website project if interested — The City of Dallas (“the City”) invites information from established vendors or providers specializing in State and Local government technology services, specifically digital agencies/companies experienced with redesign, redevelopment, maintenance and management of external / public facing websites. The project scope includes user research to review the effectiveness of current websites (both the homepage and department specific pages), development of revised architecture, design and templates; content migration; and recommendations for new service-based functionality. The City is interested in responses from those with proven experience in the website design, redesign, migration, upgrade and ongoing maintenance sector. 01- Specifications- Website Redesign and Maintenance RFI Specs Final (002)
Examples of Good WCAG Testing
Features used to enhance accessibility:
Focus on using semantic HTML for better page performance, more enhanced SEO rankings, better mobile optimizations, built-in functionality, and screen reader compatibility.
Information, structure, and relationships are conveyed programmatically in the product.
Using ARIA where HTML elements do not provide enough detail or information.
Textual equivalents are provided for all non-textual elements.
Using a mechanism to bypass blocks of content that are repeated on multiple web pages.
All forms and form elements are designed for accessibility.
Labels or instructions are provided in the product when content requires user input.
Color recognition is not required to convey information.
The visual presentation of all text and images of text in the product have a contrast ratio that meets the minimum requirements.
Focusable components in the product receive focus in an order that preserves meaning and operability.
Data tables are clearly identified for logical use.
Style sheets are not required to view content.
No multimedia elements are used.
Animation is not utilized in applications.
Ongoing accessibility initiatives include:
Review and application of updated guidelines as they are released.
Continuing assessment of application software and development processes as they relate to future guidelines.
Ongoing review, documentation and remediation of all end user applications using internal audits, development and testing processes.
Evaluate the applications with NVDA, Deque Axe Accessibility Chrome extension, WebAIM WAVE Tool, WebAIM Color Contrast Checker, Windows accessibility settings, manual keyboard checks, third party (Deque, Level Access) automated and end user testing.
Engage clients, students and users if issues are reported. We ask them to describe and or document the issue(s) found, demonstrate with assistive technology and test the results of our remediation.
Work with third party providers to review, document, remediate issues and provide detailed VPAT documentation based on WCAG 2.1 AA (and continuing to evolve based on newer versions of WCAG).
About WCAG
The most recently released version of the Web Content Accessibility Guidelines (WCAG) is WCAG 2.2. It was officially published as a W3C Recommendation on October 5, 2023, with an update released on December 12, 2024267. WCAG 2.2 adds nine new success criteria to those in WCAG 2.1 and removes one obsolete criterion (4.1.1 Parsing), aiming to improve accessibility for users with cognitive disabilities, low vision, and limited fine motor skills678.
WCAG 2.2 is now the recommended standard for web accessibility, but it does not deprecate or supersede WCAG 2.1 or 2.0. All three versions remain valid, though the W3C encourages organizations to use the most recent version—WCAG 2.2—for the greatest future applicability127.
A future major version, WCAG 3.0, is still under development and has not been released. It is expected to become a W3C standard in several years458.
Breakdown of Age Generations in the U.S. (2023-2025)
Note: that we have excluded the Jones Generation (I am in that one).
Here is a summary of the primary generational cohorts in the United States, their typical birth years, current age ranges, and their estimated share of the U.S. population:
Generation
Birth Years
Age in 2025
% of U.S. Population (2023)
Silent Generation
1928–1945
80–97
Not specified
Baby Boomers
1946–1964
61–79
73 million
Generation X
1965–1980
45–60
65 million
Millennials
1981–1996
29–44
73 million
Generation Z
1997–2012
13–28
69 million
Generation Alpha
~2013–2024
1–12
38 million
What about Disability Ratios?
Baby Boomers — 24% (65–74), 46% (75+)
Gen X — 12% (35–64); up to 36% self-report
Millenials — 8% (<35); up to 33% self-report
Gen Z — 8% (<35); 42% mental health dx
37 Million disabled or impaired total?
340 Million total population in US
Retail shoppers = 135 million
Online = 274 million
How many consumers prefer using self-service? — 77% — 80% express interest.
Total self-service user base? 110 Million
percentage of those with some form of disability? 33%
Key Details:
Millennials (born 1981–1996, ages 29–44 in 2025) are the largest generation group, making up about 21.71% of the U.S. population in 202342.
Generation Z (born 1997–2012, ages 13–28 in 2025) accounts for around 20.69% of the population47.
Baby Boomers (born 1946–1964, ages 61–79 in 2025) are the second-largest group, though their numbers are shrinking as the population ages257.
Generation Alpha (born early 2010s–2024, ages 1–12 in 2025) is the newest named generation and is said to make up a significant share of the population, with some estimates suggesting around 42.75%, though this figure may include overlap with younger Gen Z27.
Generation X (born 1965–1980, ages 45–60 in 2025) is smaller than Boomers and Millennials but will surpass Boomers in population by 2028 as the latter cohort ages57.
Note: The exact percentage for some generations (Silent, Gen X) is not specified in the latest available data, but Millennials and Gen Z together make up over 42% of the population as of 20234.
Major Disabilities and Impairments in the U.S. Population
More than 1 in 4 adults in the United States—over 70 million people—report having some type of disability, according to the latest CDC data from 2022214. The most common types of disabilities and their prevalence among U.S. adults are as follows:
Cognitive disability: Serious difficulty concentrating, remembering, or making decisions. Includes learning disabilities, intellectual disabilities, autism, ADHD, and memory loss145.
Mobility disability: Serious difficulty walking or climbing stairs. Includes conditions like arthritis, muscular dystrophy, multiple sclerosis, and spinal injuries15.
Independent living disability: Difficulty doing errands alone, such as visiting a doctor or shopping15.
Hearing disability: Deafness or serious difficulty hearing135.
Vision disability: Blindness or serious difficulty seeing even when wearing glasses135.
Self-care disability: Difficulty dressing or bathing independently1.
Additional Insights
Disability prevalence increases with age, affecting 16% of adults aged 18–44, 29% of those aged 45–64, and about 50% of individuals over 654.
Rates are higher among Black (31%) and Hispanic (30%) adults compared to white adults (24%)4.
Many adults experience more than one type of disability3.
These figures underscore the significant impact of disability across U.S. society and highlight the importance of accessibility and support for individuals with a wide range of impairments.
How many buying cycles for a Baby Boomer compared to Millenial?
Yes, Baby Boomers have fewer years left to buy cars compared to Millennials.
Life Expectancy: Most Baby Boomers (born 1946–1964) are currently between 61 and 79 years old. The average life expectancy for Boomers is around 79–88 years, depending on gender and health1356. This means the oldest Boomers may have less than a decade, and the youngest up to 20–25 years, of car-buying years left.
Current Car-Buying Patterns: Despite their age, Boomers are still very active car buyers. In fact, the 55-to-64 age group (older Boomers) is currently the most likely to buy a new car, and even those over 75 buy cars at higher rates than some younger groups24.
Generational Shift: As Boomers age into their 80s, car buying will naturally decline due to reduced mobility, health issues, and eventually, the cessation of driving1356. Millennials, being younger, have many more years ahead for car purchases.
In summary: Boomers are still strong contributors to car sales, but their remaining years for buying cars are limited compared to Millennials, who have several decades of car-buying ahead of them1256.
In Practice:
Over a typical adult lifespan, both Baby Boomers and Millennials are likely to purchase between 6 and 8 vehicles (new and used), assuming average car replacement every 7–10 years over a 50–60 year driving lifetime (from age 18 to 75+).
Millennials may buy cars at a slightly slower rate early in adulthood, but this gap closes as they age and their life circumstances converge with those of Boomers38
Touchscreen Payment Via Pin On Glass (POG) via Android
We were asked about using Pin on Glass. Would be nice to get rid of numeric keypad.
Comment from Datacap:Yes, PIN on Glass is supported in the US. It’s generally supported via purpose-built PCI PTS devices that have certified PoG with EMVCo and/or on COTS (consumer off-the-shelf) devices via a SoftPOS (contactless payments only) implementation. That being said, PIN on SoftPOS is still pretty rare in the US. Expect to see it more over the next year or two as SoftPOS adoption gains momentum.
For a payment kiosk in the U.S., PIN-on-Glass (PoG) technology is generally acceptable, provided it meets specific security standards and certifications. Here’s what you need to know:
Overview
Acceptability and Standards
PIN-on-Glass is an evolving technology in the payment industry that allows customers to enter their PIN on a touchscreen device rather than a physical keypad
. For a payment kiosk to use PoG in the U.S., it must adhere to strict security requirements:
PCI Certification: The device must be certified by the Payment Card Industry Security Standards Council (PCI SSC)
Hardware Requirements: The kiosk should use PCI PTS (PIN Transaction Security) approved hardware-based point of interaction (POI) devices built on a mobile device platform
Software Requirements: If using a software-based solution, it must comply with the PCI Software-based PIN Entry on Commercial Off-The-Shelf (SPoC) standard
Security Measures
PoG solutions incorporate multiple layers of security to protect sensitive data:
Encryption of PIN and payment information
Tamper detection mechanisms
Secure boot processes
Isolation of PIN from other cardholder data
Considerations for Implementation
When implementing PoG for a payment kiosk in the U.S., consider the following:
Compliance Deadlines: Be aware of any mandates from card brands. For example, Visa announced a sunset date for non-approved SPoC solutions
Accessibility: Ensure the kiosk can accommodate customers with disabilities to avoid potential legal issues
Consumer Trust: Some customers may be hesitant to use PoG technology, particularly in areas with strong “Protect your PIN” awareness programs
EMV Transactions: PoG solutions often focus on EMV (chip) transactions rather than magnetic stripe, which enhances security
In conclusion, PIN-on-Glass is acceptable for payment kiosks in the U.S., provided the solution meets PCI standards and incorporates robust security measures. As the technology continues to evolve, it’s crucial to stay updated on the latest requirements and consumer preferences to ensure successful implementation.
Legal Considerations
Accessibility Issues
Merchants using PIN-on-Glass solutions need to be aware of potential legal risks related to accessibility:
Many jurisdictions, including the US, Canada, and the EU, have laws aimed at providing accessibility for disabled individuals
A merchant offering payment only via PIN-on-Glass could be at risk under these laws, as there have been lawsuits filed in the US over the use of touch screens and apps
Merchants need to do their due diligence to ensure they can accommodate customers with disabilities, or they may find themselves facing legal action
Security and Compliance Requirements
There are also legal implications related to security standards and compliance:
Merchants must use PCI-approved Secure Card Reader for PIN (SCRP) devices
PIN-on-Glass solutions must comply with the PCI Software-based PIN Entry on COTS (SPoC) standard
Visa has mandated that merchants accepting PIN-based transactions via COTS devices must use or transition to a PCI-validated software-based PIN entry on COTS solution
Failure to comply with these standards could result in legal liability in case of data breaches or fraud.
Consumer Protection Laws
Merchants may face legal risks related to consumer protection:
If proper security measures are not in place, merchants could be held liable for fraudulent transactions or data breaches.
Consumers may have legal recourse if their PIN data is compromised due to inadequate security measures.
Contractual Obligations
Merchants should be aware of potential contractual implications:
Agreements with payment processors or acquiring banks may require compliance with specific security standards for PIN entry.
Failure to meet these contractual obligations could result in legal disputes or termination of services.
To mitigate these legal risks, merchants should ensure they are using PCI-compliant PIN-on-Glass solutions, provide accessible alternatives for customers with disabilities, and stay informed about relevant laws and regulations in their jurisdictions
Where is Pin Use Relevant
Debit Card Transactions
PIN is most commonly used with debit cards in the following scenarios:
ATM Withdrawals: When withdrawing cash from an ATM, entering a PIN is typically required
Point-of-Sale (POS) Purchases: Many merchants offer the option to use PIN for debit card purchases. When using a debit card at a store, customers can often choose between “debit” (which requires PIN entry) or “credit” (which may require a signature)
Cash Back at Retailers: When getting cash back during a purchase at a store, PIN entry is usually required
Credit Card Transactions
While less common, PINs can sometimes be used with credit cards:
Cash Advances: When using a credit card to withdraw cash from an ATM, a PIN is typically required
Chip and PIN Cards: Some credit cards, particularly those designed for international use, may use chip and PIN technology. However, this is less common in the U.S. compared to other countries
Online and Mobile Transactions
Two-Factor Authentication: Some banks use PINs as part of their two-factor authentication process for online or mobile banking transactions
Additional Considerations
Signature vs. PIN: In the U.S., signature-based transactions are still common, especially for credit cards. However, PIN-based
Merchant Discretion: Some merchants may prefer PIN transactions due to potentially lower processing fees, while others may opt for signature-based transactions
Contactless Payments: With the rise of contactless payments, some transactions may not require PIN entry for small amounts
It’s worth noting that the use of PINs in the U.S. is less prevalent compared to some other countries, particularly for credit card transactions. However, for debit card usage, especially at ATMs and for cash back at retailers, PINs remain a standard security measure.
EUROPE
Contactless Payments
Contactless payment has become increasingly prevalent across Europe, reducing the need for PIN entry for many transactions:
Most purchases under €50 (or the local equivalent) can be made without entering a PIN
Using mobile payment methods like Apple Pay or Google Pay often eliminates the need for PIN entry, even for larger purchases
Chip and PIN
Despite the rise of contactless payments, chip and PIN technology remains standard in many European countries:
For transactions exceeding the contactless limit, a PIN is typically required
Some countries, like France, have implemented “PIN Online” verification, where the PIN is verified directly with the bank’s server rather than the card chip
Variations by Country and Merchant
The use of PINs can vary depending on the specific country and merchant:
In Germany, some establishments may only accept cash or specific cards like Eurocard
Unattended payment points (e.g., ticket machines, parking garages, self-service gas pumps) often require chip and PIN cards
American Cards in Europe
For American travelers using US-issued cards:
Many US cards now work with contactless payments in Europe
Some US cards may still default to chip and signature rather than chip and PIN
At manned terminals, signature-based transactions are usually accepted, but automated kiosks may require a PIN
More PIN on Glass and PIN on Mobile Background
2022 Ingenico — What’s the Difference Between PIN on Glass and PIN on Mobile? With Apple’s recent announcement of Tap to Pay on iPhone, use of mobile devices to accept payment at the point of sale continues to gain traction. With that in mind, I thought it was important to discuss the differences between PIN on terminal, PIN on glass and PIN on mobile, as card authentication will continue to play a big role in how tap to pay on mobile devices will ultimately work.
Booth 5727— Show floor is Nov 19-22 — Orlando Florida. Here is main IAAPA website. In 2024 for our IAAPA kiosk show we will have four member companies featured. Here is registration link and highly recommended to download the app for your phone. This year, the show information will be more robust on the phones in the app than on the usual exhibitor portal desktop page.
Update 11/8/2024: Here is excerpt from meeting with comments by Sachin. Led with SSTM status which is undergoing review by OMB. Once completed will be issued for comments. Possible date Feb 1st, 2025.
All are welcome to attend the next meeting of the U.S. Access Board, which will be open to the public and take place virtually on October 30 from 1:30 – 3:00 p.m. (ET). The agenda for the meeting includes brief reports from standing and ad hoc Board committees, federal agency updates, and a report by Executive Director Sachin Pavithran.
US Access Board News
Members of the public may attend the meeting through the Zoom.gov platform or by phone (listen-only mode). Please note that participation over Zoom will require the use of the passcode provided below. For further information, contact Rose Marie Bunales at events@access-board.gov.
The U.S. Access Board is an independent federal agency that promotes equality for people with disabilities. It achieves this through leadership in accessible design and the development of accessibility guidelines and standards for various environments and technologies.
Key Functions:
Developing Accessibility Standards: The Board creates and maintains design criteria for the built environment, transportation, communication, medical diagnostic equipment, and information technology.
Providing Technical Assistance: It offers guidance and training on accessibility standards to help ensure compliance and promote best practices.
Advancing Inclusive Design: The Board works to ensure that public spaces and services are accessible to all, including sidewalks, crosswalks, and public transportation.
Recent Initiatives:
Electric Vehicle Charging Stations: Seeking public comment on proposed rules to make EV charging stations accessible.
AI and Disability: Hosting hearings on the impact of artificial intelligence on the disability community.
COVID-19 Home Tests: Publishing best practices for designing accessible COVID-19 home tests.
On October 8th, 2024, the W3C Accessibility Guidelines Working Group (AGWG) published Guidance on Applying WCAG 2 to Non-Web Information and Communications Technologies (WCAG2ICT) as a completed W3C Group Note. WCAG2ICT describes how Web Content Accessibility Guidelines (WCAG) principles, guidelines, and success criteria can be applied to non-web information and communications technologies (ICT), specifically to non-web documents and software. The Note includes guidance for WCAG 2.0, 2.1, and 2.2 success criteria and glossary terms. For an introduction, see: WCAG2ICT Overview.
On October 8th, 2024, the W3C Accessibility Guidelines Working Group (AGWG) published Guidance on Applying WCAG 2 to Non-Web Information and Communications Technologies (WCAG2ICT) as a completed W3C Group Note. WCAG2ICT describes how Web Content Accessibility Guidelines (WCAG) principles, guidelines, and success criteria can be applied to non-web information and communications technologies (ICT), specifically to non-web documents and software. The Note includes guidance for WCAG 2.0, 2.1, and 2.2 success criteria and glossary terms. For an introduction, see: WCAG2ICT Overview.
The WCAG2ICT Group Note has been a key resource for including WCAG in ICT accessibility regulation, legislation, and other standards around the world. The updated WCAG2ICT now facilitates further adoption of WCAG 2.1 and WCAG 2.2 in non-web contexts.
Example: Examples of technology that may have closed functionality include but are not limited to:
self-service transaction machines or kiosks — examples include machines used for retail self-checkout, point of sales (POS) terminals, ticketing and self-check-in, and Automated Teller Machines (ATMs).
telephony devices such as internet phones, feature phones, smartphones, and phone-enabled tablets
educational devices such as interactive whiteboards and smart boards
entertainment technologies including gaming platforms or consoles, smart TVs, set-top boxes, smart displays, smart speakers, smart watches, and tablets
an ebook reader or standalone ebook software that allows assistive technologies to access all of the user interface controls of the ebook program (open functionality) but does not allow the assistive technologies to access the actual content of book (closed functionality).
medical devices such as digital blood pressure monitors, glucose meters, or other wearable devices
an operating system that makes the user provide login credentials before it allows any assistive technologies to be loaded. The login portion would be closed functionality.
other technology devices, such as printers, displays, and Internet of Things (IoT) devices
U.S. Access Board Seeks Public Comment on Proposed Rule for Electric Vehicle (EV) Charging Stations
On September 3, the U.S. Access Board published a notice of proposed rulemaking (NPRM) to amend the EV charging regulations and accessibility guidelines for buildings and facilities covered by the Americans with Disabilities Act of 1990 (ADA) and the Architectural Barriers Act of 1968 (ABA) to specifically address the accessibility of electric vehicle (EV) charging stations. This proposed rule provides specifications for the accessibility of EV charging stations, to include the EV charger (including physical and communication access), EV charging space, access aisles, and accessible routes. The public can review the docket and read background documents or comments received on the docket webpage.
“The Access Board seeks the public’s feedback and comments on our proposed rulemaking on EV charging stations. As technology advances, so must our accessibility standards to ensure that Americans with disabilities have equal access to advancements in technology, such as electric vehicles,” remarked Executive Director Sachin Pavithran. “This is an opportunity for the public to engage with the Access Board’s rulemaking, and we look forward to reviewing your public comments as we move our rulemaking efforts forward.”
There are several key regulations in place for EV charging stations in the United States:
Installation, Operation, and Maintenance: Charging stations must meet specific standards for installation, operation, and maintenance. This includes having a minimum number of ports, types of connectors, and payment methods1.
Interoperability: The infrastructure must be interoperable, meaning it should work seamlessly with different types of EVs and charging networks1.
Accessibility: There are requirements to ensure that EV charging stations are accessible to all users, including those with disabilities. This includes provisions for accessible routes and operable parts2.
Data and Connectivity: Charging stations must provide data on their locations, pricing, real-time availability, and accessibility. This information should be accessible through mapping applications1.
Signage: Proper traffic control devices or on-premises signage must be installed in concert with the EV charging infrastructure
Generally we stay focused on kiosks here at the KMA. Having said that, oftentimes in-house development projects for “unattended customers” which involve kiosks, often involve mobile apps and even websites for that matter. Here is a look from kioskindustry on mobile accessibility
Excerpt:
Accesssible Apps From LinkedIn Collaboration
Your team values speed over accessibility. How can you ensure inclusivity while meeting tight deadlines?
Accessible apps – When time is of the essence, it’s essential to identify the accessibility tasks that will have the most significant impact. Start by implementing keyboard navigation and ensuring that all content is accessible through assistive technologies. This doesn’t have to be time-consuming; simple adjustments to HTML can make a big difference, such as using <header> , <nav> , and <footer>elements for better document structure.
Our perspective on accessible apps (747 words)
Start with identifying main channels and percentages. How much desktop versus mobile? Probably more mobile (60%?) and accessibility considerations are different for both. Is it Europe or US? They are different. https://kioskindustry.org/standards/ is good start point to learn how we think about kiosk accessibility and standards. Most of them apply in part to mobile.
For testing mobile I suggest the Section 508 Mobile Standards Testing summary by VA. Checking mainstream web accessibility use google pagespeed and MS edge. Generally just tune your stylesheet. Simple and easy. Takes 20 minutes. Arias and menu picklists are the real pains and they are easy too.
A slow site is less accessible as well.
New standards from US Access Board come out in next 60 days. New legal liabilities. Large companies are often held for ransom by lawyers.
Reply
Don’t forget iOS versus Android either. Great thing about pagespeed is it looks at it from Mobile perspective, then Desktop. Plus it tells you how fast or slow. Lighthouse in developer tools is another option and so is ARC from Vispero. All free.
Editors Note: We do recommend experienced consultants in unattended customer input space and those would be TPGi, Tech For All and Dolphin. Very useful and in particular for kiosk applications. Often – the overall project codebase will include not only mobile but POS, kiosks and web. It is also worth noting that while no definitive stats the general consensus is that the disabled community grew up on iOS and uses it more than Android.
Editors Note:Being able to think critically about ADA is good practice. There are many forms of accessibility and many of those are ignored in favor of the more popular. The writer is expressing their own opinion and not Kiosk Industry Group/Self Service Kiosk Machine. Discussion was stimulated (see comments below) and that was outcome we sought.
Christoph Nussbaumer CEO of Alpine Kiosk
About the Writer: Christoph Nussbaumer is the CEO of REINGroup based in Austria. Alpine Kiosk boasts a diverse array of designs, each is highly adaptive and radiating elegance and sophistication. Alpine Kiosk – Where each design is a testament to premium craftsmanship. Alpine Kiosk is Gold Supporter of Kiosk Industry Group and member of the KMA Kiosk Association. His viewpoint from Europe and US is invaluable. His viewpoint and opinion is his own.
Recently, I attended the Passenger Terminal Expo in Frankfurt, Germany. I spoke with most of the self-check-in kiosk manufacturers and found out that many intend to build only ADA-compliant kiosks in the future. They worried about the risk involved if a wheelchair user caannot immediately find an accessible kiosk, so better make them all ADA.
This raises an important question: Is this approach practical? Should ADA regulations specify a percentage of kiosks that must be wheelchair accessible? Is it discriminatory if a company installs only ADA kiosks?
airline kiosks ada
Consider this scenario:
A visually impaired person who is 6 foot one (1.85 meters) tall is at an airport searching for a self-check-in kiosk. The ADA-compliant kiosk’s screen is set very low, with the Storm ADA interface even lower. The ticket and bag tag printers are nearly at ground level (seen in real life at the Passenger Terminal Expo in Frankfurt).
Nowadays, most kiosks at ADA height have a Storm interface or other tactile/voice/sound input/output possibilities, but standard height ones do not. Again, a tall visually impaired person might not be happy. Isn’t this discriminatory towards a visually impaired person?
A few statistics:
50% of the U.S. population is over 1.68 meters tall and 25% are over 1.75 meters tall. For all these people, whether disabled or not, using a low kiosk is uncomfortable.
My Call for AIA!!!
I advocate for the Americans Inclusion Act (AIA), which would ensure that self-service devices are designed for all people. It shouldn’t be permissible to have kiosks set only at wheelchair height. There should be a rule specifying what percentage of kiosks should be at ADA height and what percentage at standard height.
Ergonomics at the Workplace
Over decades, workplace ergonomics have evolved and, in some cases, been codified into regulations or laws. Why should these principles be ignored for self-service kiosks?
An ADA kiosk is currently uncomfortable for the average person or at least for 25-50% of the population. Therefore, a “one size fits all” approach is not practical; we need kiosks at two different heights.
Neck Problems in Younger Generations Due to Smartphone Use
Studies show that younger generations are developing neck problems from looking down at their phones. We are repeating this with ADA kiosks and tilted screens, requiring users to look down. The only ergonomically correct and comfortable way is to look straight at a vertical screen, or if tilted, at a comfortable height.
Height-Adjustable Kiosks as an Alternative?
This seems like a good theoretical solution. It meets ADA legal requirements, but in practice, it may fall short. Self-service kiosks aim to increase efficiency and customer flow, so they need to be quick to use.
Height-adjustable kiosks, like adjustable desks, are usually motorized. Imagine standing in line, waiting as each person adjusts the height (cue motor noise). Waiting 10 seconds can feel like an eternity. And what are the additional costs of these height-adjustable kiosks?
The Department of Transportation (DOT) and Airports:
Interestingly, the Department of Transportation (DOT) already mandates that at least 25% of all kiosks in airports be accessible. This higher percentage ensures better accessibility and reduces wait times for individuals with disabilities. So, why doesn’t ADA make similar clear requirements for all environments?
Conclusion:
A one-size-fits-all concept is impractical. Dear manufacturers, please don’t offer your clients only ADA-compliant kiosks. That has nothing to do with ergonomics!
Recommend a certain percentage of ADA kiosks and make some kiosks at standard height with a convenient Storm ADA interface – 50% of visually impaired people over 1.68 meters will thank you. To the ADA committee, please specify in your guidelines what percentage of kiosks at a location should be wheelchair accessible. The term “sufficient” is not specific enough.
Comments Welcomed – Discussion is a Good Thing
Seriously, the old adage I hear thrown around all the time is “tall people can bend down”. At 6’-1” I’m not super tall, but tall enough that ADA compliant Kiosks are often hard to use. I recall being in Italy last summer and using a Kiosk set way above ADA and thinking how luxurious it was to not bend over. But I also think that way about tall showers, taller bathroom counter tops and the like. This world is not well tailored to the tall. Frank Olea
I do believe one size can fit all when Universal Design Principles are applied at the concept phase of development. And I don’t think pushing a button to adjust the height of a kiosk would critically impact the queue time, it’s a matter of seconds not minutes. The idea though, that the solution is modification instead of innovation, is what gets us stuck. What if a kiosk sensed the position of the user? Possibilities open up when the design is based on the user experience with full inclusion at the beginning. Also, I feel like percentages [what percent of kiosk should be ADA] is a futile discussion, there will never be consensus. Moreover, how is it an equitable experience when a user has to hunt for the kiosk that will “work” for them? Will there be kiosks for people using wheelchairs and those who are short, a few for people with sight loss, and then some for tall people too? Imagine if spell check was only available on two of the office computers! Universal Design benefits everyone. MJ Barry, Dolphin Computer Access
Craig Keefner — Seems like always exceptions. One of the complaints about the Little Clinic check-in kiosks is that some find them too short. This is Colorado and maybe people are higher than the base the ADA standards used (5 foot 4″ is my guess but I will check.
Craig Keefner — Philippe Boileau With increased use of cameras many have to crouch to get in focus. Eye level for a woman at 64″ still has to “reach” down to the 48 (or 44) max. I understand the most good for the most people but the min/max parameters still have problems. THere are short urinals in bathrooms but not all of them are short. The 48 reach is generally derived from person in wheelchair extending arm. Also consider less than 3% of US public uses a wheelchair. Its a tough equation no matter how you view it.
Frank Olea — Is it at all possible that ADA compliant kiosks are not inclusive to tall
Patient Check-in with Riser for Elevated Height
people? I’m 6’-1” and when I stand in front of my own product I have to stoop and I’m not really “tall”. We build this check in kiosk for a very large healthcare chain and they got complaints from taller patients, so they had us make a riser for some of the kiosks that go out to accommodate taller patients. Christoph Nussbaumer recently wrote an article about it and it started a lot of debate with us Kiosk types. See image to the right. If I were to guess I would say Kaiser Permanente
Chad Behling, PMPView Sr. PMP Certified Project Manager & Program Manager – When I worked at Uber and was helping run kiosk pilots, we utilized a stool for taller people to confortably use the kiosk but the experience was different as they were mostly used for driver onboarding, which took more time than something like check in.
Thanks to the Americans with Disabilities Act, departments of motor vehicles cannot deny a person a driver’s license simply because of a disability.
What are some disabilities that people drive with?
Many people with a disability can drive safely. The type and severity of a disability can determine whether driving is safe for you. These are some of the disabilities that people have who are still able to drive.
Alzheimer’s disease and dementia
Individuals with mild cases of dementia (such as Alzheimer’s disease) may still be able to drive. But as memory loss increases or decision-making skills deteriorate, they should stop driving. If you’re not sure about whether it’s safe for you or a loved one with dementia to drive, ask the patient’s doctor to make this determination.
Epilepsy
Each state has regulations on how a person with epilepsy can get a driver’s license. Many states require people with epilepsy to be seizure-free for a specific length of time and submit a physician’s evaluation of their ability to drive safely. Other common requirements include ongoing medical reports while they have their driver’s license.
More than 50 million people across the globe, with 1.1 percent of U.S. adults live with epilepsy. Driving with this condition requires careful consideration and adherence to safety guidelines to help minimize the risk of accidents or injury. By staying informed and working closely with your healthcare provider, individuals with epilepsy can navigate the road safely and confidently. We made a new guide about the risks and safety tips on driving with this condition. Check it out below:
Having any loss of hearing will affect your ability to hear your surroundings while driving, such as another vehicle honking or a train horn if you’re about to drive over train tracks. If you are hard of hearing, don’t drive if your doctor believes it would put you and others at risk for an accident.
Paralysis
Paralysis may prevent a driver from controlling certain vehicle functions while driving, like steering or using the gas and brake pedals. However, modern assistive devices, such as foot wheels, are available to help overcome many situations.
Reduced limb or finger function
It can be challenging for drivers to use a car’s control functions — such as the turn signal, windshield wipers, and cruise control — if they have reduced limb or finger function. Assistive tools, such as control extensions, can help make driving more accessible.
Weakened muscles
Those who have recently had a stroke may have weakened muscles and therefore may experience challenges with vehicle control functions. Depending on the level of weakness, assistive tools, such as a tri-pin steering device, may make driving more accessible.
Parkinson’s disease
People with Parkinson’s disease may have tremors and/or stiffness in their limbs, which can be a driving risk. People with Parkinson’s disease are often able to safely drive during the early stages of their diagnosis or if medications help control their symptoms, but as the disease progresses, their symptoms may become too severe for safe driving.
Driving With Developmental Disabilities
It is becoming more common for people who have developmental disabilities to drive. Autism and ADHD are common disabilities that people have while still being able to drive safely. However, someone with a developmental disability should not drive if the symptoms of their disability can cause them to be at a higher risk for a vehicle crash.
Teens with developmental disabilities can learn how to drive, but parents should ensure they’re ready first. The Children’s Hospital of Philadelphia recommends a few questions for parents to ask before deciding if their teen is ready:
Do you believe your teen is consistently showing good judgment and maturity in social settings?
How receptive is your teen to constructive criticism and instruction?
How well does your teen show knowledge of the rules of the road and other skills taught in driver education classes?
Does your teen agree to practice driving with a skilled adult before driving independently?
Are there any medical or behavioral conditions that you believe may prevent your teen from being able to drive safely?
Does your teen need any medical interventions to ensure safe driving behaviors?
Autism
People with autism are still able to drive safely. In fact, a study from the Children’s Hospital of Philadelphia’s Center for Autism and Research and the Center for Injury Research and Prevention found that young drivers with autism were 45 percent less likely to be issued citations for a moving violation than the average for people of their age.
Nonetheless, people with autism may experience some challenges while driving, including:
Becoming easily distracted by things happening around them
Having difficulty with hand-eye-foot coordination
Some driving instructors specialize in teaching people with autism how to drive and overcome some of their challenges. They suggest some simple tasks during driver training:
Practicing the same skill many times
Using driving simulation experiences such as video games to become familiar with vehicle controls and driving functions
Identifying the specific areas the individual needs to work on to help them overcome their driving challenges
ADHD
People with ADHD are capable of driving. However, they can be easily distracted, act on impulse, and struggle to regulate their emotions. These characteristics have led teen drivers with ADHD to be more likely to engage in risky behavior while driving, such as not wearing a seatbelt, speeding, and driving while intoxicated. A Children’s Hospital of Philadelphia study found that teen drivers with ADHD were more likely to be issued traffic and moving violations or be involved in vehicle crashes.
Managing symptoms of ADHD is crucial for a person with ADHD to drive safely. People learning to drive while taking ADHD medication need to regularly check in with their doctor to make sure their medication is working properly.
If you believe you or your teen are ready to begin learning how to drive, consult with a driving instructor who is familiar with teaching individuals with ADHD how to drive.
Driving With Physical Disabilities
People who are missing a limb or body part or have some form of paralysis are often able to find ways to drive safely. Additionally, those who have experienced a stroke, spinal cord injury, or brain injury are often able to drive with accommodations. With the advancement of technology and new tools, modifications to vehicles are available for easier navigation and better accessibility so that people with various kinds of disabilities can safely operate a vehicle.
Adaptive Equipment and Modifications for Individuals Driving With Disabilities
Lift pedals: lifts that extend vehicle pedals to be closer to the driver’s body, making them easier to reach for drivers who have lost their foot or the lower part of their leg
Wheelchair lift: a mechanical device that raises a wheelchair from the ground and into the vehicle
Wheelchair securement: a tool that clips a wheelchair into the vehicle to keep it from moving around while driving
Foot wheels: a rotating wheel placed near the pedals that can be used by a person’s foot to steer the car, often used by someone who has lost the use of their upper body
Joysticks: allow people with limited hand or arm mobility to operate steering, brakes, and acceleration more easily
Left foot accelerator: an accelerator pedal placed on the left side of the brake for a driver that has lost the function of their right leg or foot
Turn signal adapter: allows the driver to control the turn signal from the top, bottom, or the opposite side of the steering wheel, for those who have limitations of hand or arm mobility
Control extensions: small wheels placed on control buttons, such as windshield wipers or headlights, so that the driver can access these controls without having to bend their finger
Steering ball: an extension of the steering wheel that makes it easier for the driver to steer while using just one arm
You will need to ensure that you’re trained to properly use your new adaptive equipment. A driver rehabilitation specialist can help you to learn to drive safely, whether you’re learning to drive for the first time with this equipment or are re-learning how to drive after losing some physical abilities.
Paying and Obtaining Funding for Adaptive Driving Equipment and Modifications
The cost of installing modifications or buying a new vehicle with adjustments to help people with disabilities drive varies based on the individual needs and type of equipment needed. Smaller adjustments, like a seat cushion, can be as low as $50, while more complex hand controls may be as much as $1,000. If you’re buying a new vehicle with adaptive equipment already installed, the total cost for both the new car and needed equipment may range between $20,000 to $80,000.
There are several opportunities for people looking to buy adaptive driving equipment to receive financial help:
Nonprofits: Nonprofits that focus on disability advocacy may have programs to provide funding. To learn more, try contacting disability-specific organizations to see if they offer funding support or know other organizations that do. You can also check with your state’s vocational rehabilitation agency to get support finding assistance.
Insurance companies: Some insurance companies will cover part of the costs associated with adaptive driving equipment. Insurance companies are more likely to cover some costs for adaptive equipment if the need for the equipment is because of a crash or a job-related accident. Reach out to your car insurance provider to find out more.
Major vehicle manufacturers: Many offer rebates of up to $1,000 for adaptive tools. Your automobile dealer can provide you with more information and an application to apply for the rebate.
State and federal agencies: Governmental grants may be available to support funding for needed equipment. Reach out to your state’s vocational rehabilitation agency, department of developmental disabilities, or department of mental health. If you are a veteran, you can also try contacting the U.S. Department of Veterans Affairs.
Consult with a driver rehabilitation specialist before buying any adaptive equipment or a vehicle with modifications so that you can be sure you are getting the right equipment for your specific needs.
Driver Licensing Requirements for Individuals With Disabilities
The rules for getting a driver’s license for someone with disabilities will vary by state. Anyone applying for a driver’s license will need to pass a written and driving exam. Some states will have specific driver’s education courses and exams for people with disabilities. State DMVs, including Minnesota’s, may allow individuals with disabilities to ask for more time to take the driving test if it’s needed.
Contact your local Department of Motor Vehicles for your state’s specific laws on obtaining a driver’s license.
How to Get a Handicapped Parking Permit
Contact your local DMV to obtain a handicapped parking permit. Costs, timelines, and regulations will vary depending on your state. You will generally need a signed letter from your doctor (or another healthcare provider). Some DMVs will only issue handicapped parking permits for a particular period of time, while others offer permanent handicapped parking permits.
Steps To Getting On the Road With a Disability
If you or your teen have a disability but want to learn how to drive, here are a few steps to follow:
Speak with your doctor so they can evaluate if you or your teen can safely drive. The doctor may test vision, muscle strength, range of motion, hand-eye coordination, and decision-making abilities.
If you’re able to drive, find a driving instructor who has experience working with people who have disabilities.
You will then have to complete a written driver’s test as well as a physical driving test to get certified. Make sure you’re aware of any additional requirements or paperwork you’ll need depending on how your state regulates driving with you or your teen’s disability.
Pick the right vehicle. Look at different options to find the one best for you or your teen. Be mindful of the basic features that make all driving easier, such as power steering, windows, and locks.
Consider if you will need any adaptive equipment and vehicle modifications to make driving more accessible. Talk with your car dealer about modifications they can make or what you may need to have customized. If you require the use of a wheelchair, larger vehicles, such as a van or SUV are best.
Other Resources
These resources may help you get your driver’s license and fund any adaptive modifications to your vehicle that you might need:
