Article

Touchscreen Accessibility in Self-Service Terminals

Touchscreens are becoming a ubiquitous method for interacting with technology, including self-service terminals (SSTs). However, they can pose significant accessibility issues for people with disabilities. The lack of tactile features can be particularly problematic for people with visual impairment. Furthermore, there are additional technical requirements aimed at ensuring the security and privacy of the information processed by SSTs, especially on automated teller machines (ATMs) when entering the Personal Identification Number (PIN). These technical requirements mean that very limited feedback can be given to the user about the options available or the input entered. To explore ways of making touchscreen-based ATMs accessible for everyone, a research project was initiated. After an iterative development process in collaboration with a multidisciplinary team of interaction designers, industrial designers, accessibility and usability specialists, expert evaluators from the Royal National Institute of Blind People (RNIB) in the UK and two rounds of usability testing with people with visual impairment, a solution was found. This paper reports the results of this research project: an input method that allows people with visual impairment to use the touchscreen to interact with an ATM independently, including entering their PIN in complete privacy.

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