Accessible Checkout Kiosks | UX & Accessibility

Envisioning a More Accessible Self Checkout Experience

A creative and empathetic approach to service design and accessibility

Overview

The rapid adoption of self-checkout kiosks in supermarkets has transformed the shopping experience, prioritizing efficiency and convenience. However, these kiosks with closed systems often fall short of accommodating users with disabilities, creating barriers for over a billion people globally. This is a personal project, that explores solutions to make Carrefour Supermarket self-checkout kiosks in Argentina more accessible to users with disabilities.

Project Brief

Redesign supermarket self-checkout kiosks to be universally accessible, enabling customers with disabilities to navigate, understand, and complete transactions independently and confidently.

My Role

To redesign the contract management system to improve overall workflow efficiency, accessibility, and user experience through automation and enhanced visual design.

Methods

Surveys and interviews
Service blueprint
Personas and scenarios: developed personas representing diverse accessibility needs.
Accessibility audit and remediation.

Map and Research

Fintech market in Argentina

Number of Fintech Firms in Argentina:

Approximately 343 local firms.

Vertical Distribution of Fintech Sector:

Lending: 16.9%
Payments and remittances: 16.9%
Wealth management: 14.9%
Enterprise financial management: 14.6%
Enterprise technologies for financial institutions: 12.0%
Insurtech: 7.3%
Other verticals: 17.5%

Fintech Transactions:

Over 60% of transactions processed to or from a fintech account.

Fintech Adoption:

61% of individuals aged 15 and above in Argentina possess a payment account linked to a fintech company.

Disability Statistic in Argentina

According to The National Institute of Statistics and Censuses (INDEC), as for 2018:

10,2% of the population of more than 6 years, has a disability; 9,5% - males; 10,8% - females
Visual disabilities: 25,0% (96,4% partially and 3,6% completely)
Motor disabilities: 48,8% (61% lower body)
Hearing disabilities: 20,8%

Legal Framework

ANDIS (National Agency of Disability) is working on a program to update Law 22431 of 1981.
Shifting from the medical to the social and model of disability

On-site Observation

Self Checkout aisle

Checkout kiosk

Checkout Scale

Receipt and card terminal

Research Insights

Improve Kiosk Reliability

2 out of 4 customers reported errors with the bar code scanner.
Action: Conduct regular maintenance and consider upgrading scanner technology to minimize errors. Provide clear, on-screen troubleshooting options or assistance buttons to reduce customer frustration.
Self checkout aisle, Checkout kiosk, Checkout scale, Receipt machine and card terminal

Reduce Wait Times

3 out of 4 customers value shorter time in line.
Action: Optimize the kiosk workflow to streamline processes, such as faster payment options or simplifying item scanning. Additionally, place kiosks in locations that reduce congestion and expedite customer flow.

Enhance Customer Satisfaction through Incentives

50% of customers would use kiosks more often with special promotions or incentives, and 50% would consider it depending on the offer.
Action: Implement targeted promotions for kiosk users, such as a small discount for using self-checkout or exclusive digital coupons available post-checkout. Regularly update and personalize these offers based on customer preferences.

Upgrade Overall Experience to Move Beyond “Average”

2 out of 4 customers rated their experience as average.
Action: Focus on improvements that can elevate the kiosk experience. For instance, enhance accessibility features, add user-friendly instructions, or introduce a feedback button for real-time improvements. This can transform an “average” experience into an “excellent” one.

Accessibility Issues

A comparison between Carrefour self checkout kiosk vs an accessible in size and shape checkout kiosk

An image of the kiosk with simulations of protanopia, deuteranopia, tritanopia and blue cone monochromacy

Self checkout kiosks are closed systems typically locked down to provide a controlled and prescribed user experience.

Users with disabilities can’t add their own assistive technologies or accessibility preferences to complete the intended tasks.

The design of the kiosks is not suitable for individuals with motor, visibility, and body size disabilities.

The self-checkout area is too small and narrow for wheelchair accessibility.

Red and green colors are not suitable for people with colour blindness.

Pilestone color blind simulator

https://pilestone.com/pages/color-blindness-simulator-1#

Service Blueprint

Fail Points

The height and design of the kiosks are not accessible for people in wheelchairs.

The interface is locked down and people with disabilities can’t add their own assistive technologies to complete the intended tasks.

The system does not recognize foreign IDs or Passports with letters. Foreign customers require staff assistance to input their information and access the system.

Sometimes, the barcode scanner experiences delays, leading customers to believe they need to rescan the item. After a brief pause, the system displays two instances of the same item. Customers unfamiliar with the interface may need to seek assistance.

Who Am I Designing For?

Lucia

40-year-old accountant, german, tech savy, who has been using a wheelchair for the past five years due to a spinal cord injury.

She has a colour blind impairment (deuteranopia).

Has an active and independent lifestyle and enjoys shopping for groceries at Carrefour Supermarket.

Convenience and efficiency when it comes to shopping, preferring to use self-checkout kiosks to avoid waiting in long lines.

She seeks a user-friendly interface and accessible design that allows her to easily reach and interact with the kiosk's touchscreen and scanning devices from her wheelchair.

Limited reach: she may encounter challenges accessing self-checkout kiosks positioned at heights difficult to reach from her wheelchair.

Need for assistance: While Lucía is independent, she may occasionally require assistance from store staff to retrieve items or troubleshoot issues with the self-checkout kiosk.

Lucía interacts with the self-checkout kiosk confidently, utilizing her wheelchair's maneuverability to position herself comfortably and complete her transactions efficiently.

David

30-year-old engineer, american, who has recently moved to Argentina.

He has a genetic condition (dwarfism).

Despite facing challenges due to his dwarfism, he is determined to embrace his new environment and navigate daily life with confidence.

Values accessibility, independence and strives to navigate his daily routines with minimal assistance.

He prioritizes his comfort and safety, particularly in unfamiliar environments where he may encounter architectural barriers or accessibility challenges.

Language Barrier: As a newcomer to Argentina, David may face language barriers that complicate communication and access to essential services.

He actively seeks out accessible services and activities where he can participate comfortably and engage with the local community.

Proposed Solutions

Redesigned User Journey

Non digital touchpoints

Consider ADA Guidelines to adapt the size of the kiosk to address the issue of vision and reach angle for people in wheelchairs or with genetic body size conditions (dwarfism)

ADA Guidelines of kiosks for wheelchair users

Comparison between current Carrefour kiosks vs my proposed solution

Replace the barcode scanner with an AI powered system that can recognize products, weights them, and update the inventory levels in real-time, to avoid delays or doubled scanned items

Ideas for Loyalty Increase

Enough members from the staff, with accessibility etiquette ready to greet, guide and help customers with the process.

Frequent discounts for customers who prefer the checkout kiosk.

Check in with customers after purchase and provide customized product recommendations based on their previous orders.

Takeaways

The case study highlighted the essential role of inclusive design in public-facing technology, demonstrating that accessibility enhancements not only support individuals with disabilities but also create a more user-friendly experience for all.

Key learnings from the project included the importance of conducting accessibility testing early, involving stakeholders from diverse backgrounds, and recognizing accessibility as a continuous journey of improvement.

By implementing accessibility features in self-checkout kiosks, supermarkets can increase customer satisfaction, broaden their customer base, and promote a brand image aligned with inclusivity and social responsibility.