This article was originally contributed to Bite by Katie Kochelek, Senior Marketing Specialist at Frank Mayer Kiosks and Displays.
For the latest ADA guidelines regarding self-service technology, visit the U.S. Access Board or review the 2010 ADA Standards for Accessible Design.
More than 70 million American adults—nearly 29 percent of the population—have some type of disability, according to a 2024 CDC press release. This significant demographic underscores why the Americans with Disabilities Act (ADA), enacted in 1990, remains crucial for removing barriers and ensuring equal access.
The 2010 ADA Standards for Accessible Design established technical specifications for compliance, and as of May 2024, the US Access Board has proposed new guidelines specifically for self-service technology. While these standards provide blueprints for accessible kiosks, true accessibility requires collaboration between both hardware and software.
The Legal Cost of "Almost Accessible"
The 2019 Vargas v. Quest Diagnostics lawsuit represents one of the first major federal ADA cases focused on self-service kiosks. Quest's kiosks prevented blind patients from checking in independently, violating Title III of the ADA. The case clarified that staff assistance doesn't equal independent access, and "almost accessible" kiosks expose companies to litigation.
“In the kiosk and self-service technology world, accessibility doesn’t stop at reach height or button size but extends to how we communicate and interact with every type of user,” says Jared Epstein, Account Executive at Frank Mayer – Kiosks and Displays. “The goal is for every person to use your kiosk, both hardware and software, confidently and without needing help.”
Jeff Hong, Co-Founder of Bite, agrees: "The biggest misconception is that ADA compliance is primarily about wheelchair accessibility. While physical standards are essential, they only address one aspect of disability."
Only 2.3 percent of adults use wheelchairs as primary mobility devices. Without audio output, kiosks are completely off-limits to blind users. Without captions, deaf customers can't access video content. Digital accessibility—including screen readers, high-contrast displays, audio output, alternative inputs, and clear navigation—is as critical as physical design.
Offering Every Guest an Accessible Experience
Non-compliance creates legal risks and damages company reputation. “Doing the bare minimum leaves millions of people unable to interact with the product, whether that be a kiosk, website, or even physical space,” Epstein asserts. “No accessibility in a product’s design sends a message that some customers matter more than others.”
"Accessible kiosks open doors to millions of potential customers while improving usability for everyone," Hong adds. Features like clear contrast, intuitive navigation, and multiple input options create better experiences for all guests. Building accessibility from the start is far more cost-effective than retrofitting later.
Accessibility as Intelligent Design
Many ADA guidelines promote good design intelligence that benefits all users. Tilted screens optimize reach zones for wheelchair users while reducing glare for everyone. Adjustable-height kiosks accommodate seated users and individuals of varying heights, reflecting convenience for all. Audio output with headphone jacks helps blind users navigate while allowing anyone in busy environments to hear instructions clearly or receive sensitive information discreetly.
Shifting thinking from legal compliance to design intelligence reveals that accessibility isn't a limitation—it's an enhancement that benefits everyone.
The Connection Between Hardware and Software
ADA-compliant enclosures alone don't create accessible kiosks. Bite takes a proactive approach, offering language options, audio features, and voice capabilities while continuously evaluating new accessibility opportunities.
“When hardware and software aren’t in sync, users notice,” Epstein stresses. “But when they are, you end up with technology that’s intuitive for everyone, building loyalty and credibility for your brand.”
Software Accessibility Standards
The 2017 Revised 508 Standards for Information and Communication Technology aligned federal requirements with WCAG 2.0 (Web Content Accessibility Guidelines). Today's software follows WCAG 2.1 guidelines from 2018.
"Successful providers design accessibility in from the start and maintain ongoing compliance rather than retrofitting features," Hong explains. "While not all WCAG standards apply to kiosks, Bite strives to meet AA compliance for all relevant guidelines."
Industry-standard ADA software features include high-contrast displays with adjustable fonts, audio output with headphone jacks, speech output for all information, keyboard navigation, tactile feedback, and visual cues accompanying audio prompts. Bite integrates screen readers, language options, height-adjustable interfaces, and compatibility with assistive hardware.
The Future of Kiosk Standards
Currently, no final rule explicitly covers self-service kiosks. On September 21, 2022, the Access Board published an Advance Notice of Proposed Rulemaking to develop guidelines for self-service transaction machines. The process remains in early stages, collecting public input before drafting formal rules.
Bite sees future opportunities in AI-powered personalization, enhanced sensory technologies, and advanced voice and gesture recognition. The goal remains enabling every user to interact independently and confidently.
Hong sums it up best: "The future is moving away from 'ADA as a checkbox' toward truly universal design where accessibility creates better experiences for everyone."
