Designing for Dignity: Why Accessibility in Kiosks Is More Than a Checkbox

In a world where self-service kiosks are rapidly becoming the norm—from airports to theme parks to retail—accessibility is no longer optional. It’s essential.

Yet too often, accessibility in kiosk design is treated like a checkbox. Add an audio output here, a tactile keypad there, tick the ADA/DDA compliance box, and move on. But for the millions of users with disabilities, impairments, or simply differing needs, that approach falls short.

At Acquire Digital, we believe accessibility isn’t just a legal requirement—it’s about designing for dignity. It’s about ensuring everyone, regardless of ability, can engage with technology independently and confidently.

That message was front and center in a recent roundtable we hosted alongside industry leaders from Storm Interface and the Kiosk Manufacturer Association (KMA). Here’s what we uncovered.

Accessibility Is More Than a Legal Obligation

While laws like the ADA (US), DDA (UK), and EAA (Europe) mandate accessible public technologies, real-world accessibility is still inconsistent.

Craig Keefner from KMA summed it up perfectly:

“Accessibility often gets reduced to a technical audit checklist. But ticking boxes doesn’t mean someone can actually complete their task independently.”

And that’s the problem. Without thoughtful design, features like audio prompts or screen readers can be ineffective in noisy environments, confusing to navigate, or just plain hard to find.

We need to move beyond compliance—and start designing for real people.

Accessibility Is Broader Than You Think

Accessibility isn’t only about people with visible disabilities.

It includes:

• Older adults dealing with vision or mobility decline

• Casual users unfamiliar with touchscreens

• Neurodivergent users who benefit from simplified flows

• Tourists and multilingual users needing intuitive navigation

As our MD, Neil Farr, put it:

“If we design better for those who need more help, we end up designing better for everyone.”

That’s universal design—and it benefits all of us.

Common Pitfalls (and How to Fix Them)

The roundtable unearthed common pain points in current kiosk design:

• Poor audio: What works in a quiet office fails in a noisy lobby. Weak speakers and mics cause frustration—especially with voice assistants or drive-thru kiosks.

• Glare and screen contrast: Screens facing windows or with poor contrast are nearly impossible to use for many users.

• Overly complex menus: Nested options and tiny text may work for laptops, but not for touch users on the go.

• Badly placed hardware: Tactile keypads or card readers that are too high, too small, or buried behind glass are not accessible by design.

• Awkward PIN entry: Security features must still be usable and dignified.

These aren’t hard problems to fix—they just require early planning and real-world testing.

Why Hardware and Software Must Work Together

One of the strongest takeaways from the discussion? Accessibility fails when hardware and software are designed in isolation.

“Accessibility can’t be painted on after the fact—it has to be in the DNA of the project.”

That’s why we collaborate closely with hardware leaders like Storm Interface to ensure seamless integration of tactile input devices, screen readers, and alternative navigation methods in our software.

The Business Case: It’s Not Just About Ethics

Let’s be real—designing for dignity isn’t just the right thing to do. It’s also good business.

• The disability market (including carers) is worth over $860 billion globally

• Accessible design builds loyalty and trust—especially in public environments

• Lack of accessibility can lead to lost revenue, reputation damage, or even legal consequences

And as self-service grows, so does the risk of exclusion. If brands ignore accessibility, they risk losing large parts of their user base—not just people with disabilities, but also seniors, casual users, and frustrated customers who take their business elsewhere.

What Does “Good” Accessibility Look Like?

A truly accessible kiosk experience means:

• It’s easy to find (clear signage, tactile paths)

• It’s comfortable to use whether you’re seated, standing, tall or short

• It offers multi-modal interaction: touch, voice, tactile keypads, or remote assistance

• It’s simple and intuitive, with no hidden menus or cluttered screens

• It prioritizes privacy and dignity, especially for sensitive inputs like PINs

• It’s tested with real users and continuously improved

This isn’t just theory. Our Acquire Wayfinder platform already includes:

• High-contrast interfaces

• Full screen-reader compatibility

• Gesture-based and touch-free interaction options

• Seamless integration with Storm Interface’s accessible hardware

  
  

Looking Ahead: Accessibility by Design

The future of kiosk design must start with accessibility—not finish with it.

That means designing with:

• Empathy: Understand what makes people feel excluded

• Evidence: Test with real users early and often

• Excellence: Aim for usable, seamless, and dignified experiences

Because when we design for dignity, we build technology that’s better for everyone.

Want to Make Your Kiosks More Accessible?

Whether you’re planning a new rollout or reviewing existing hardware, we can help.

Let’s talk about how Acquire Digital can bring accessible, intuitive design to your self-service touchpoints—while keeping your brand ahead of regulations and expectations.

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