Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders

Self-service terminals (SSTs) are becoming an increasing important part of the service landscape for both the public and private sector. There is very little information regarding the current state of accessibility practice in this area. This paper presents the results of interviews with 22 stakeholders in the supply and deployment communities for SSTs regarding their knowledge of accessibility issues. The analysis of these interviews helps explain the current poor state of accessibility of SSTs. In addition, we analysed academic literature on self-service technology, particularly from the management and marketing disciplines, to understand their perspectives and see how these could inform the accessibility debate. Finally, building on these analyses, we make recommendations for the ways forward to improve SST accessibility and that of self-service in general and provide an initial information resource to help improve current practice.