Accessibility in the self-service area
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- 1.7.2024
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Accessibility of is becoming increasingly important - not least due to the European Accessibility Act (EAA) coming into force on June 28, 2025. The EAA states that all products and services must be accessible to all target groups. It includes the following areas, among others:
- Online stores and websites,
- Communication and information technology (incl. apps),
- Financial and banking services and
- Self-service machines, for example from postal service providers or citizen service centers.
It is obvious that all devices in the self-service zone must be fully accessible. But it's not just the self service terminals themselves that should be accessible. There are also a number of other factors that should be taken into account in the self-service zone to make it accessible for everyone.
Space requirements and accessibility
The accessibility of your self-service zone starts with the approach. Make sure that there are enough parking spaces vor disabled customers. These should be large enough and close to the entrance. To increase your customers' subjective sense of security, it is also important to provide sufficient lighting in the parking spaces and at the entrance to the self-service zone.
If you use an access system, make sure that it is clearly structured and intuitively designed. Our KeBin S10 access solution is barrier-free and easy to use for all target groups.
Regardless of your customers' mobility, self-service terminals must be easily accessible. Whether with a rollator, in a wheelchair or with a baby carriage: for many people, increased space is essential and determines whether a self-service offering can be used or not.
The self-service zone should also have ramps, stair lifts or elevators to provide convenient access for all customers. Tactile elements and orientation aids on the floor further improve accessibility.
Inscriptions and notes
Make sure that the lettering, signs and emergency information are easy to read. This can be achieved through sufficient size, high-contrast colors and clearly understandable symbols.
Also provide alternative lettering in Braille for blind and visually impaired people.
Self service terminals
When it comes to accessibility, the main focus is of course on the devices that your customers use on a daily basis. Here, it is also important to ensure simple operation and clear user guidance. In addition, all operating units should be positioned at an easily accessible height.
Depending on the industry, there are other points that should be taken into account:
- Bank branch
When purchasing cash recyclers, opt for models that can be wheeled-under. This makes the terminals much easier to use for people in wheelchairs or with rollators. Our evo series cash recycler fit perfectly into any branch and not only impress with their simple and intuitive operation, but are also a real visual highlight.
It is also helpful for many user groups if counters and counters are height-adjustable and can therefore be adapted to the individual needs of your customers.
- Postal services
In self-service zones of parcel service providers, care must be taken to ensure that the parcel stations can be operated safely by everyone. Acoustic signals indicate which compartment has just been opened. It is also possible to set up a comfort zone on the software side, i.e. an area of the parcel station that is within certain reach heights.
- Public administration
Last but not least, it is also essential in public offices that both analog and digital services are accessible to all citizens. Our D10 communication terminal, which is used both in bank branches and in public administration, was put through its paces by the inclusion experts at myAbility.
In a usability test, they examined how easily the device can be operated by different user groups and what challenges arise. Read more about the usability test here.
Other important factors
Digital accessibility: Websites & apps that are required to operate the devices must also be accessible. Ensure sufficiently high contrasts, alternative texts for images and graphics and readability by screen readers.
The self-service zone should be regularly maintained and checked to ensure accessibility. For example, make sure that nothing is in the way and that all devices are freely accessible - your staff should also be trained in this respect.
Some customers are dependent on assistance dogs. These must always be granted access to the self-service zone. Also ensure the well-being of the four-legged friends and provide drinking bowls with fresh drinking water - especially in summer.
As you can see: When setting up a self-service zone, there are a number of factors to consider so that your customers feel comfortable and can complete their transactions without any problems. We will be happy to advise you on this.
