Accessibility and Usability of Self-Serve Kiosks in Canada

Date & Time

Wednesday, March 20, 2024 - 4:20 PM PDT  

Location

Platinum 8  

Description

There is an exponential growth self-serve technologies in our daily environments, so that consumers perform tasks independently. Self-serve kiosks are emerging in a variety of sectors and devices. Currently, there has been very limited research on the technological acceptance and intentions of use of self-serve kiosks amongst Canadians who are blind, partially sighted, and Deafblind. To understand the level of accessibility and usability of self-serve kiosks in Canada we prepared an online survey with a coalition of blind consumer advisory groups in Canada. Over 600 individuals responded to a French and English survey. The preliminary results indicate that Canadians with sensory disabilities use a wide variety of self-serve kiosks and find them difficult to use, independently. Over one quarter of participants, prefer interacting with a human agent, and another 17% listed multiple reasons. Almost 88% of participants reported sometimes or always requiring human assistance. The top 3 accessibility needs reported include audio and audible instructions, clear and easy to follow instructions, and enlarged information and fonts. Just over three quarters of participants require 2 or more attempts to complete their tasks. Only 39% of participants would continue to use these technologies. We will go over the results of the survey and discuss reasons for not using these technologies, accessibility features required, results on task completion, and future intention of use.  

Audience

• Disability Specific
• Government
• Healthcare & Rehabilitation
• Research & Development

Audience Level

Advanced  

Session Summary (Abstract)

Self-serve kiosks are emerging in everyday spaces. We will address the accessibility of these technologies for individuals with sensory disabilities. Also, we will consider technological acceptance and the future intention to use these technologies.  

Primary Topic

Emerging Technologies  

Secondary Topics

• Design
• Digital Accessibility
• Law, Compliance, and Policy
• Research

 

Session Type

General Track  

Presenters

• Mahadeo Sukhai
  CNIB
• Michaela Knot
  CNIB

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