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Advocacy as Access Work: How People with Visual Impairments Gain Access to Digital Banking in India

Open access
Kameswaran, Vaishnav, Y, Vidhya, Marathe, Megh·2023·Proceedings of the ACM on Human-Computer Interaction
DOI 10.1145/3579596
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Abstract

Research in accessibility and assistive technology often assumes that technology is within easy reach, that is, people with disabilities are able to obtain technologies so long as they are accessible. As a result, less is understood about the challenges that people with disabilities face in obtaining technology in the first place and how they work around these challenges. We reduce this gap by examining the technology access challenges of people with visual impairments in India in the context of digital banking. Through a qualitative study consisting of 30 interviews, we find that participants routinely encountered social and technical challenges that made it difficult to access and use digital banking. To address these challenges, people with visual impairments engaged in advocacy work which consisted of five dimensions: 1) creating awareness, 2) demonstrating competence, 3) escalation, 4) gathering support, and 5) seeking sighted help. We expand on the idea of advocacy as a form of access work performed by people with visual impairments to secure and maintain access to digital banking.

Integrity signals

Registry

Crossref · 10.1145/3579596

Cites

59 of 60 references verified1 citation errors · 0 not checkable

Statistics

Nothing to recompute.

Claims the paper makes

2 of 32 cited sources checked · 0 supported · 0 flagged · accuracy not yet measured

  • Findingown data

    To address access challenges, participants engaged in advocacy work with five dimensions: raising awareness, showing competence, escalating issues, mobilizing support, and asking sighted people for help.

    “To address these challenges, people with visual impairments engaged in advocacy work which consisted of five dimensions: 1) creating awareness, 2) demonstrating competence, 3) escalation, 4) gathering support, and 5) seeking sighted help.”
    Quote in the paperSubstantial claim
  • Findingown data

    Participants had to continue advocacy work after gaining access to address social and technical breakdowns that disrupted their digital banking access.

    “Participants had to continue engaging in advocacy work even after obtaining access, to address social and technical breakdowns that disrupted access to digital banking.”
    Quote in the paperSubstantial claim
  • Findingown data

    In a qualitative study of 30 interviews, people with visual impairments in India routinely faced social and technical obstacles that made it difficult to access and use digital banking.

    “Through a qualitative study consisting of 30 interviews, we find that participants routinely encountered social and technical challenges that made it difficult to access and use digital banking.”
    Quote in the paperSubstantial claim
  • Findingown data

    Digital banking let participants settle utility bills and top up prepaid phones, tasks that otherwise needed assistance.

    “Finally, digital banking helped pay utility bills and recharge talktime on pre-paid phones, activities that otherwise required help to reach the right location (e.g. the office of a utility company), and complete transactions.”
    Quote in the paperNot a substantial claim
  • Findingown data

    Participants faced numerous obstacles when trying to get digital banking services.

    “Participants experienced many challenges in obtaining access to digital banking services.”
    Quote in the paperSubstantial claim
  • Classified as probably not a substantial claim. 16
  • May combine two claims. 52
  • The quote only partly states this claim. 2

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductcitation

    Interviews went on until saturation, meaning no fresh codes or themes appeared.

    “Interviews were continued till we reached saturation [21] -that is until no new codes or themes emerged from the data.”
    Quote in the paperNot a substantial claim1 of 1 sources checked
    • cites [21] source

      Section 3.2 (page unavailable) describes in-situ interviews and how themes were identified, but does not say interviews continued until saturation or define saturation as the point when no new codes or themes emerged. Searches for saturation, interview stopping, and new codes or themes found no supporting passage in our copy. (LLM, conf=0.73)

      Experimental — accuracy not yet measured

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation

    Access work is activist labor that typically opposes institutional norms.

    “Yergeau argues that access work is “activist work [that] often goes against an institutional grain” [78].”
    Quote in the paperNot a substantial claim1 of 1 sources checked
    • cites [78] source

      The Discussion (p. 8) describes barriers to accessible photo sharing and the costs of seeking sighted assistance, but does not characterize access work as activist labor opposing institutional norms. Searches for the quoted phrase and for Yergeau and institutional norms found no passage addressing that claim. (LLM, conf=0.77)

      Experimental — accuracy not yet measured

  • May combine two claims.

    Findingown data

    Most participants were denied access to digital banking services because bank officials lacked awareness of their rights and held misconceptions about their technical competence.

    “Through a qualitative study involving 30 interviews, we found that most participants were not granted access to digital banking services due to a lack of awareness of their rights and misconceptions regarding their technical competency.”
    Quote in the paperSubstantial claim

  • May combine two claims. The quote only partly states this claim.

    Findingown data

    Physical banking forced participants to ask bank officials for help and make requests.

    “Physical banking also required people with visual impairments to make requests and seek the assistance of bank officials to get their needs met.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Using mobile phones, mobile banking and digital payments let participants transact while moving, avoiding the extra steps needed for internet banking.

    “For example, mobile banking and digital payments enabled participants to transact on-the-go using their mobile phones which saved them the additional work required with internet banking, i.e. starting up a computer, opening a web browser, and typing a URL.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data

    Bank officials discriminated against people with visual impairments, who struggled to obtain digital banking access.

    “However, people were discriminated against by bank officials and struggled to secure access to digital banking.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Participants had trouble traveling to the bank and finding their way inside.

    “Participants also reported struggling with getting to the bank and navigating the indoor environment.”
    Quote in the paperNot a substantial claim

  • May combine two claims. The quote only partly states this claim.

    Findingnone given

    Physical banking posed three key challenges for participants: getting to and navigating the bank environment, paperwork, and interacting with banking officials.

    “Physical banking posed three key challenges for participants, which we will now address.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data

    Participants disliked needing help for banking because it undermined their independence and privacy.

    “Like with P24 above, people did not like that they had to seek assistance with banking activities as it resulted in a compromise on their sense of independence and privacy.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Digital banking benefited people with visual impairments and helped them overcome many physical banking challenges.

    “We found that digital banking was beneficial for people with visual impairments in many regards and it helped them overcome the many challenges of physical banking.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingreasoning

    People had to ask family and friends for help and coordinate bank visits with them.

    “As a result, people were forced to seek help from and coordinate visits with family and friends.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Bank officials frequently discriminated against people with visual impairments, making it harder for them to access and use banking services.

    “People with visual impairments were often discriminated against by bank officials as a result of which they faced several difficulties in accessing and interacting with banking services.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    When participants used thumb impressions, bank officials treated them as illiterate, which then justified denying digital banking access.

    “However, using thumb impressions resulted in bank officials equating participants with illiterate people, which then became grounds for denying them access to digital banking.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Bank officials thought that allowing visually impaired customers to use digital banking would raise fraud risk and endanger the bank.

    “Officials believed that providing people with visual impairments with access to digital banking increased the likelihood of fraudulent transactions and thereby posed risks to the bank.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    OTPs were difficult for people with visual impairments to use because they required switching between multiple apps or devices, remembering a 6-8 digit OTP, and entering it in the right location within its expiry time.

    “This was because OTPs require people to do the work of 1) switching between multiple apps (banking app and text messaging app) or devices (computer and mobile phone), 2) remembering a 6-8 digits long OTP, and 3) entering the OTP in the right location within its time of expiry.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingcitation

    Credit and debit cards were inaccessible to people with visual impairments because CVV numbers were not available in raised text and because transactions required swiping the card and entering details such as a PIN on inaccessible keypads.

    “Credit and debit cards were inaccessible as CVV numbers were unavailable in raised text formats [27] and because people are required to swipe their card and enter details (e.g. a numerical PIN code to authorize transactions) on inaccessible keypads at the point of transaction.”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [27] source

  • May combine two claims.

    Findingnone given

    Digital banking allowed people with visual impairments to conduct several financial activities on their own, resulting in an increased sense of independence.

    “Digital banking allowed people with visual impairments to conduct several financial activities on their own resulting in an increased sense of independence.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Most participants sought help for visual CAPTCHAs, which was frustrating and compromised their independence, though a few worked through them using image detection tools.

    “Although a few participants worked through visual CAPTCHA issues on their own (e.g. using image detection tools), most others like P10 sought help, which was frustrating as it entailed a compromise on their independence.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data

    People with visual impairments in India were often selectively asked to go through uncommon and unnecessary processes, such as producing additional documentation like disability certificates, to secure digital banking access, despite having the right to access digital banking like anyone else.

    “For instance, despite people with visual impairments' right to access digital banking like anyone else, they were often selectively asked to go through uncommon and unnecessary processes to secure access (e.g.produce additional documentation such as disability certificates).”
    Quote in the paperSubstantial claim
    • Rests on an assumption: People with visual impairments have a right to access digital banking like anyone else.

  • May combine two claims.

    Findingown data

    Point of Sale (POS) machines were not equipped with screen readers and were impossible for people with visual impairments to use on their own.

    “Point of Sale (POS) machines (like Square in the USA) were not equipped with screen readers and hence, impossible to use on one's own.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data

    People were adept at using online mediums for escalation, posting on disability-related groups and social media to draw attention, gather support, and hold banks accountable.

    “People were also adept at using online mediums for escalation.They posted on disability-related groups and social media to draw attention to their troubles, gather support, and hold banks accountable.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    This work was ongoing and required people to stay on top of evolving accessibility issues and find the right redressal approach when confronted with the issues.

    “This work too, like the work of securing access, was ongoing and required people to stay on top of evolving accessibility issues (e.g.new accessibility issues resulting from software updates) and find the right redressal approach when confronted with the issues.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Despite efforts to secure and maintain access on their own, participants occasionally had to resort to sighted assistance, which they found frustrating.

    “Despite the efforts of participants to secure and maintain access to digital banking on their own, they occasionally had to resort to sighted assistance, which they found frustrating.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    People reported using sighted assistance for help in solving visual CAPTCHAs, clicking on unlabelled buttons, using debit and credit cards, and working with ATMs.

    “People reported using sighted assistance for help in solving visual CAPTCHAs, clicking on unlabelled buttons, using debit and credit cards, and working with ATMs.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    In certain cases, participants sought others to accompany them to banks; these companions raised awareness, highlighted competence, and escalated on participants' behalf.

    “In certain cases, participants sought others to accompany them to banks who in turn raised awareness, highlighted competence, and escalated on participants' behalf.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Participants drew upon a range of strategies to convince bank officials, and this advocacy work eventually resulted in access to digital banking services.

    “Consequently, participants drew upon a range of strategies to convince bank officials.This advocacy work eventually resulted in access to digital banking services.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    In most cases, merely quoting their rights did not suffice, and people resorted to carrying and producing printed versions of RBI documents to secure access.

    “However, in most cases, merely quoting their rights did not suffice and people resorted to carrying and producing printed versions of the same documents to secure access.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    While people appreciated the security provided by OTPs, they were very difficult to use as they required switching between windows or devices and memorizing and entering passwords within a very short time frame.

    “While people appreciated the security provided by OTPs, they were very difficult to use as they required switching between windows/devices and memorizing and entering passwords within a very short time frame.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingcitation

    The authors' participants' advocacy work exhibited both the undocumented-private-labor and anti-institutional-activist characteristics of access work.

    “Both are true in the advocacy work of our participants and we extend this understanding of access work to a technology context, that of digital banking.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Much of this work in digital banking was only a small part of participants' larger everyday fight for equality and inclusion, which many termed a necessity to get by in a country where their rights are often not recognized.

    “In fact, much of this work in the context of digital banking was only a small part of their larger everyday fight for equality and inclusion which many termed as a necessity to get by in a country where their rights are often not recognized.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Findingown data

    POS machines were not equipped with screen readers and raised keys, and were hence unusable without sighted assistance.

    “POS machines were not equipped with screen readers and raised keys, and were hence unusable without sighted assistance.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Participants regarded the collaborative work required for physical banking as a violation of their privacy, which was another major reason they preferred digital banking.

    “In contrast, we show that the collaborative work of physical banking is viewed by participants as an infringement on their sense of privacy; another key reason why they found digital banking beneficial.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Digital banking enabled participants to become experts among family and friends and to do tasks for them, which gave them pride.

    “Digital banking allowed participants to establish themselves as experts among family and friends and perform tasks for them, which resulted in feelings of pride.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingreasoning

    From the viewpoint of people with visual impairments, addressing social inaccessibility is prominent and visible, and they must actively work to gain access to digital banking.

    “However, from the standpoint of people with visual impairments, the work of addressing social inaccessibility is very salient and visible -people with visual impairments must actively strive to obtain access to digital banking.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    P27's efforts made one version of the app accessible, but after a few updates it became inaccessible again.

    “Although his efforts resulted in one version of the app being made accessible, a few updates later the app went back to being inaccessible.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Findingown data

    Escalation helped people address technological inaccessibilities and preserve the accessibility of digital banking technologies.

    “Escalation also helped people address tech inaccessibilities and maintain the accessibility of digital banking technologies.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation

    Digital banking has several benefits for marginalized populations.

    “HCI and CSCW research has found that digital banking has several benefits for marginalized populations [22,40,44,52].”
    Quote in the paperNot a substantial claim0 of 4 sources checked
    • cites [22]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

    • cites [40] source
    • cites [44]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

    • cites [52] source

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Premisecitation

    Kameswaran and Muralidhar reported that digital payments let visually impaired people avoid currency-note problems and transact in multiple places for the first time.

    “They found that digital payments helped people overcome the troubles with currency notes and made it possible for them to transact in several locations for the very first time [27].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [27] source

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation

    For small business owners, digital banking may speed up transactions by cutting cash-related interactions.

    “Kumar et.al. find that for small business owners, such services could encourage speedy transactions by reducing interactions associated with cash use (e.g.collecting change, maintaining record books) [34].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [34] source

  • May combine two claims.

    Premisecitation

    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].”
    Quote in the paperSubstantial claim0 of 3 sources checked
    • cites [49] source
    • cites [45]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

    • cites [46]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Premisecitation

    Among rural and semi-urban Indians, digital banking improves saving habits and encourages closer tracking of finances.

    “Vashishta et.al. find that for rural and semi-urban people in India, digital banking enhances saving and prompts increased monitoring of financial activities [72].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [72] source

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Premisecitation

    Wentz and colleagues found that poor screen reader support, visual CAPTCHAs, and features like mobile check deposit hinder digital banking for visually impaired users.

    “Wentz et al. find that limited screen reader accessibility, visual CAPTCHAs, and features such as mobile check deposits impede the use of digital banking by people with visual impairments [76].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [76]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  • May combine two claims.

    Premisenone given

    There is limited understanding of how people with disabilities first obtain technologies and what difficulties they face in that process.

    “Less is understood about how people with disabilities gain access to technologies in the first place and the challenges they encounter in doing so.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductnone given

    The research team transcribed all interviews word for word.

    “The interviews were transcribed verbatim by the research team.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductnone given

    Snowball sampling helped partly address the gender imbalance.

    “We used snowball sampling as a way to partially account for the gender imbalance.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationreasoning

    To secure and maintain access to digital banking, people with visual impairments did work to fight discrimination within the banking system and make access possible; the paper terms this advocacy work, which consisted of several dimensions.

    “To secure and maintain access to digital banking, people did work to fight the discrimination they faced within the banking system and make access to digital banking possible.This work, which we term advocacy work, consisted of several dimensions that we now describe.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductnone given

    The project was approved by the institution's IRB.

    “The project was approved by our institution's IRB.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation

    Kiiti and Mundada found that visually impaired Kenyans could not use M-PESA because they lacked screen reader-capable phones.

    “Kiiti and Mundada, in their study examining M-PESA, a major mobile money app in Kenya, found that people with visual impairments were unable to use the app as they did not own screen reader-enabled phones [33].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [33] source

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductnone given

    The first author translated the two Hindi interviews into English.

    “The two interviews in Hindi were translated into English by the first author.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S4 (based).

    Premisenone given

    Earlier studies often take for granted that visually impaired people can readily obtain digital banking services.

    “On the whole, prior work tends to assume that the opportunity to obtain digital banking services is a given for people with visual impairments.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.

    Study design and conductreasoning

    Recruiting women was difficult, probably because the lead recruiter was male.

    “It was challenging to recruit female participants, likely because the researcher leading the recruiting efforts was male.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationreasoning

    Access to private banks tends to be limited to socioeconomically privileged people, a category that the majority of the study's participants did not fall into.

    “However, access to private banks tends to be limited to socioeconomically privileged people, a category that the majority of our participants did not fall into.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationreasoning

    In effect, it is not just online media, but a combination of in-person and social media-driven strategies that helped people secure and maintain access to digital banking services.

    “In effect, it is not just online media, but a combination of in-person and social media-driven strategies that helped people secure and maintain access to digital banking services.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Premisecitation

    Advocacy is a necessary component of creating access, as demonstrated by the often-overlooked efforts of disabled people to establish and enable access.

    “We join Bennett, Das, and collaborators in suggesting that advocacy is integral to creating access by shining the light on the understated work done by people with disabilities to create and facilitate access [6,15].”
    Quote in the paperSubstantial claim0 of 2 sources checked
    • cites [6] source
    • cites [15] source

  • May combine two claims.

    Interpretationown data

    The paper extends prior understanding of social inaccessibility and brings to light a new form of social inaccessibility that reduces people's opportunity to even try technologies like digital banking: interactions unmediated by technology and characterized by bank officials' limited awareness of people with disabilities.

    “We extend this understanding and bring to light a new form of social inaccessibility that reduces people's opportunity to even try technologies like digital banking: interactions unmediated by technology and characterized by bank officials' limited awareness of people with disabilities.”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites [67] source

  • Classified as probably not a substantial claim. May combine two claims.

    Premisecitation

    Access work is frequently undocumented private labor that is not recognized as genuine activism, yet it constitutes the most authentic form of activism.

    “Piepzna-Samarasinha states that access work is often “underdocumented private work [that is] often not seen as real activism.But it is the realest activism there is” [62].”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites [62]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

  • May combine two claims.

    Interpretationown data

    The paper contributes the novel dimension of demonstrating competence in addition to confirming prior research showing that self-advocacy involves creating awareness, escalation, and gathering support.

    “Thus, we contribute the novel dimension of demonstrating competence in addition to confirming prior research showing that the work of self-advocacy involves creating awareness [15,60], escalation [3,37], and gathering support [3,37].”
    Quote in the paperSubstantial claim0 of 4 sources checked
    • cites [15] source
    • cites [60]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

    • cites [3]

      Couldn’t be matched to a paper in Crossref, so it can’t be checked.

    • cites [37] source

  • May combine two claims.

    Interpretationreasoning

    Advocacy work was necessary to overcome both social and technical inaccessibilities.

    “Advocacy work was necessary to overcome both social and technical inaccessibilities.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Premisecitation

    Most Indians with visual impairments are low-income, low-literate, and unemployed.

    “whereas the majority of Indians with visual impairments are low-income, low-literate, and unemployed [50].”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites [50] source

  • May combine two claims.

    Interpretationreasoning

    From the viewpoint of designers and researchers who improve assistive technologies by finding usability problems, social inaccessibility issues are unlikely to produce concrete design implications, which makes the participants' work invisible.

    “For designers and researchers invested in improving ATs by uncovering usability issues, issues of social inaccessibility are less likely to result in tangible implications for technology design and development (social inaccessibility has more to do with the deployment, implementation, and social context of technology), thus rendering invisible the work of our participants.”
    Quote in the paperSubstantial claim

  • May combine two claims.

    Study design and conductown data

    The participants were predominantly middle or upper-middle class, employed, and literate.

    “Our participants were mostly middle or upper-middle class, employed, and literate;”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Premisecitation

    Digital banking offers functional advantages to people with visual impairments, including on-the-go convenience.

    “Digital banking has several functional benefits for people with visual impairments such as the on-the-go convenience found in prior work [35,72].”
    Quote in the paperNot a substantial claim0 of 2 sources checked
    • cites [35] source
    • cites [72] source

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductreasoning

    The results rest on experiences from a small number of participants, as is typical in qualitative research.

    “Finally, our results are based on the experiences of a limited number of participants, as is common in qualitative research.”
    Quote in the paperNot a substantial claim
63 of 63

  • The paper relies on this without support.

    People with visual impairments have a right to access digital banking like anyone else.

    “despite people with visual impairments' right to access digital banking like anyone else”

  • The paper relies on this without support.

    RBI policy documents mention the right of people with visual impairments to obtain access to all banking services and use thumb impressions as signatures.

    “These policy documents mention the right of people with visual impairments to obtain access to all banking services and use thumb impressions as signatures.”

  • The paper relies on this without support.

    People with disabilities are often seen as incapable and dependent, i.e., in constant need of assistance, in India.

    “People with disabilities are often seen as incapable and dependent, i.e., in constant need of assistance, in India.”
3 of 3

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

Each contradiction between two passages listed here was confirmed by an independent check.

  • Citation for the disability-rights law points to a census source

    Minor

    The text cites reference 49 for the Rights of Persons with Disability Act, but reference 49 is a census document. The Act appears instead as reference 48.

  • Claim about who provides banking help conflicts with reported examples

    Minor

    The paper says participants only sought banking help from family and close friends, but it also reports a participant telling vendors a card PIN when they helped with a transaction.

  • Digital India citation points to the disability-rights law

    Minor

    The discussion cites reference 48 for the Digital India vision, whereas reference 48 is titled Rights of Persons with Disabilities Act 2016.

3 of 3

Cites

Flagged first, then by citations

Research works printed but not linked: 7

  1. Sunainaa Chadha. 2021. Explained: How India is outpacing the world in digital payments. http://timesofindia.indiatimes.com/articleshow/88580555.cms?utm_source=contentofinterest&utm_medium=text&utm_campaign=cppst
  2. Sandhya Keelery. 2022a. Number of digital transactions across India in financial year 2020 and 2021, with estimates until 2026. https://www.statista.com/statistics/1247252/india-number-of-digital-transactions/
  3. Sandhya Keelery. 2022b. Quarterly digital transactions in India in 2017 and 2018. https://www.statista.com/statistics/1034468/india-quarterly-digital-transactions/
  4. Ndunge Kiiti and Jane Wanza Mutinda. 2018. Opportunities and Challenges for Poverty Reduction. Money at the Margins: Global Perspectives on Technology, Financial Inclusion, and Design, Vol. 6 (2018), 66.
  5. 10.1145/1978942.1979150 · DOI · Paper page
  6. Nektarios Paisios, Alexander Rubinsteyn, and Lakshminarayanan Subramanian. 2012. Exchanging cash with no fear: A fast mobile money reader for the blind. In Workshop on Frontiers in Accessibility for Pervasive Computing. ACM.
  7. Leah Lakshmi Piepzna-Samarasinha. 2018. Care work: Dreaming disability justice. arsenal pulp press Vancouver.

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Authors
Kameswaran, V., Y, V., & Marathe, M.
Affiliations
  • University of Michigan (US)
  • Vision Empower, Bangalore, Karnataka, India
  • Michigan State University (US)
ORCID
Venue
Proceedings of the ACM on Human-Computer Interaction
Publisher
Association for Computing Machinery (ACM)
Published
2023-04-14
Volume
7
Issue
CSCW1
Pages
1-23
ISSN
2573-0142 (ISSN-L)
DOI
10.1145/3579596
OpenAlex
W4366003784
Cited by
18
References
53
Citations by year
2026: 8 · 2025: 4 · 2024: 5 · 2023: 1
FWCI
7.88
Type
journal article
Language
en
Open access
Licence
www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations
Proceedings of the ACM on Human-Computer Interaction (publishedVersion)
Topics
  • Physical Sciences › Computer Science › Information Systems › ICT in Developing Communities
  • Life Sciences › Neuroscience › Cognitive Neuroscience › Tactile and Sensory Interactions
  • Physical Sciences › Engineering › Building and Construction › Smart Parking Systems Research
Keywords
visual impairment, digital banking, accessibility, assistive technology, advocacy, people with disabilities, India

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Claims read by deepseek-v4.1-flash under definition version 3 (extract-v3) on 2026-10-05.

Classified by jev-1.13-20260917 (gold-guideline-v0.2) on 2026-10-05.

Cited sources are checked by gpt-6-sol.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

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