How accessible are the voice-guided automatic teller machines for the visually impaired?
Abstract
This experience report presents the results of a preliminary user study of the accessibility and usability of a set of automatic teller machines (ATMs). The purpose of this study was to evaluate the voice directions for operating the machine for their accuracy, completeness, and functionality. A salient feature of the study was that the testing was conducted by a blind user with training in Information Design, Technical Communication, and Accessibility. The qualitative data gathered in this study suggests that the accessibility and usability in the present time voice-retrofitted ATM systems leaves much to desire. In fact, this researcher failed to accomplish most of the planned banking tasks on the four ATM systems tested in this study. The researcher recommends that disabled users must be engaged in the initial stages of designing such support systems so that the accessibility features could be built into the machine interface and less than satisfactory retrofits could be avoided.
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India's Rights of Persons with Disability Act mandates accessible technology standards, yet enforcement is lacking.
“In India, while the Rights of Persons with Disability Act [49] requires technologies to be compliant with accessibility standards, it is not enforced [45,46].”
From Advocacy as Access Work: How People with Visual Impairments Gain Access to Digital Banking in India (2023) · cites this paper as [49]
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Advocacy as Access Work: How People with Visual Impairments Gain Access to Digital Banking in India
Kameswaran, V., Y, V., & Marathe, M. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579596 · Cited by 18 · see citing works
- Authors
- Oswal, S. K.
- Affiliations
- University of Washington Tacoma (US)
- Corresponding author
- Oswal, Sushil K.
- ORCID
- Oswal, Sushil K.
- Venue
- Proceedings of the 30th ACM international conference on Design of communication
- Publisher
- ACM
- Published
- 2012-10-03
- Pages
- 65-70
- OpenAlex
- W2127770270
- Cited by
- 9
- References
- 20
- Citations by year
- 2025: 1 · 2023: 1 · 2022: 1 · 2021: 1 · 2019: 1 · 2017: 1 · 2015: 3
- FWCI
- 1.63
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- ACM International Conference on Design of Communication (SIGDOC) (publishedVersion)
- University of Washington Tacoma Digital Commons (University of Washington Tacoma) (submittedVersion)
- Topics
- Social Sciences › Human Factors and Ergonomics › Digital Accessibility for Disabilities
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Health Sciences › Health Professions › Occupational Therapy › Assistive Technology in Communication and Mobility
- Keywords
- automated teller machines, voice guidance, visually impaired users, accessibility, usability, blind users, banking services, user-centered design, accessibility evaluation
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