Concerns regarding the accessibility of self-service interactive devices for people with disabilities.

Abstract

Self-service interactive devices allow users to access information or services without directly interacting with service personnel. As the prevalence of disability increases, it is important to consider the barriers individuals face in using these devices and explore opportunities to increase accessibility through assistive and adaptive technologies. This study aimed to establish recommendations to enhance the accessibility of self-service interactive devices, with the objective of understanding users' experiences with these devices. Nineteen semi-structured interviews were held with stakeholders focusing on accessible design for people with disabilities, categorized as (a) persons with lived experiences with disability, (b) disability advocates, or (c) assistive technology industry experts. The study used content analysis to identify recurring concepts and opportunities to improve accessibility. Participants discussed the potential benefits of updating or incorporating additional accessibility technologies into self-service devices and proposed solutions to existing deficiencies. Common concerns expressed among participants included the privacy and security of self-service devices, protection of personal information, and the consistency and usability of devices. Participants also suggested how this inconsistency could be mitigated and how to improve existing accessibility functionalities. Accessible functionalities in self-service devices have the potential to help address the unmet needs of Canadians with disabilities. With the breadth of available accessible and adaptive technologies, the study concludes that it is imperative to understand (1) what technologies are useful to people with disabilities, (2) whether the inclusion of these technologies is feasible in self-service devices, and (3) how user experience can be improved.