The high cost of ‘almost accessible:’ Why hardware is only half the battle for kiosk compliance

Technology

Although many companies using kiosks have some level of accessibility built in — compliant height, reachable screens or appropriate clearance — stopping there can leave major usability gaps. Full accessibility goes beyond the minimum standards to ensure every customer can independently engage with the technology.

Photo: Bite

December 2, 2025 by Katie Kochelek — Marketing Specialist, Frank Mayer and Associates, Inc.

Over 70 million adults in the United States have some type of disability, making up nearly 29 percent of the population, according to a 2024 press release from the CDC,

That’s not a niche audience. These findings underscore the importance of guaranteeing equal access for a significant portion of people, and the Americans with Disabilities Act does just that.

Enacted in 1990, the ADA is a federal law that prohibits discrimination and removes barriers for individuals with disabilities. Covering areas like employment, transportation, public spaces, and communication, it requires that systems and environments be designed to support full and autonomous participation.

As needs evolved alongside advancements in both digital and physical infrastructure, the U.S. Department of Justice adopted more defined parameters to guide compliance. Two decades after the ADA first passed, the 2010 ADA Standards for Accessible Design established the technical specifications needed to meet ADA requirements. And as of May 2024, the US Access Board has proposed a rule recommending new or revised guidelines specifically for self-service machines.

Though these standards are extensive, they provide brands with the blueprints to build kiosks that serve all users. And while the clearest benefit is enabling individuals with disabilities to interact with self-service independently, there are also additional advantages to offering a more inclusive experience for all users.

Still, accessibility doesn’t exist in isolation. A perfectly designed enclosure can only go so far if the kiosk software interface isn’t equally intuitive. Meaningful inclusion depends on collaboration between both the hardware and software of the self-service experience.

Below, we detail why accessibility in both kiosk hardware and software is more than a responsibility, but essential for both companies and kiosk users alike.

The legal cost of ‘almost accessible’

Filed in 2019, the Vargas and American Council of the Blind v. Quest Diagnostics lawsuit represents one of the first major federal ADA cases focused on accessibility in self-service kiosks used by a private business. Up until that point, most accessibility cases involving technology either dealt with websites and mobile apps or public technologies like ATMs and ticketing machines.

The case states Quest Diagnostics’ self-service kiosks violated Title III of the ADA by preventing all users from checking in independently at their facilities. Specifically, without auxiliary aids available, the company’s blind or vision-impaired patients would require assistance to utilize the kiosks.

Not only does the lawsuit highlight the important clarification that help from staff is not equivalent to independent access, but it also emphasizes that “almost accessible,” or kiosks that have some ADA features but not others, can leave a company open 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,” said 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, an intelligent kiosk ordering software for QSR, fast casual restaurants, and convenience stores, agrees.

“The biggest misconception is that ADA compliance is primarily about wheelchair accessibility — ensuring proper height, reach, and clearance,” Hong said. “While those physical standards are essential, they only address one aspect of disability.”

Of the millions of Americans with a disability, only 2.3% of adults use wheelchairs as their primary mobility devices, proving true accessibility goes far beyond physical reach requirements.

“If there’s no audio output for people who can’t see the screen, the kiosk is completely off-limits to blind users,” Hong said. “If it has video but no captions, deaf customers can’t access it.”

He continues, “Digital content accessibility — including screen readers, high-contrast displays, audio output with headphone jacks, alternative input methods, and clear navigation —is just as critical as the physical design.”

Most companies using kiosks have some level of accessibility built in. That could look like compliant height, reachable screens, or appropriate clearance. But stopping there can leave major usability gaps. Full accessibility goes beyond the minimum standards to ensure every customer can independently engage with the technology.

Offering every guest an accessible kiosk experience

The ramifications of non-compliance aren’t just legal, though. Failing to accommodate users of every ability can be detrimental to a company’s reputation and credibility as well.

“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.”

In the end, ADA compliance is smart business.

“Accessible kiosks open doors to millions of potential customers with disabilities while improving usability for everyone,” Hong says.

He points to software accessibility features like clear contrast, intuitive navigation, and multiple input options as examples of creating better experiences for all guests.

Plus, he adds, building in accessibility from the start is far more cost-effective than having to retrofit kiosks later.

Whether it’s the cost of a lawsuit or the erosion of trust from an overlooked demographic, non-accessible and “almost accessible” designs leave a company open to real consequences. The better path is to recognize it as a fundamental part of designing kiosks.

Accessibility as intelligent kiosk design

Frequently, people point to avoiding lawsuits and being cognizant of inclusion as main reasons to build accessibility into a kiosk’s design. However, many ADA guidelines promote good “design intelligence,” too, leading to a better experience for users of all abilities.

While not a specific ADA requirement, tilted screens are commonly used to support both seated and standing users. The function can optimize reach zones for wheelchair users, but can also reduce glare for anyone operating the kiosk.

Additionally, adjustable-height kiosks provide convenience for many. The screen and other interactive components move within the ADA’s reach range, accommodating seated users, individuals of shorter stature, and those with limited mobility. Beyond compliance, though, adjustable kiosks reflect design intelligence by making interactions convenient for people of all heights.
Audio output features are another example of good universal design. Along with software support, this hardware is needed for blind and low-vision users to hear spoken prompts or navigation cues through headphones. Yet these same features enhance the experience for a wider audience. In busy or high-traffic environments, having a headphone jack allows users to hear instructions more clearly or offers a discreet way to receive sensitive information without it being displayed on-screen.

When building for ADA standards, it’s good to shift the thinking from legal compliance to design intelligence. Accessibility isn’t a limitation when customizing kiosks. In fact, what begins as a requirement for inclusion often becomes a convenience that benefits all users.

The ADA connection between kiosk hardware and software

Just because a kiosk enclosure follows ADA specifications doesn’t mean it’s ready for public use. True accessibility in self-service isn’t achieved by either hardware or software alone.

Biteknows this well. Recognized in the industry for taking a proactive approach to ADA requirements, they offer everything from language options to audio and voice features as part of their software. In addition, they’re always evaluating new features and opportunities to make kiosks more accessible for everyone, demonstrating a commitment to accessibility beyond just physical compliance.

When considering a kiosk that meets all ADA standards, both hardware and software must come together to offer a complete package. After all, knee clearance, mounting height, and reach ranges mean little if the software interface is unusable.

“When hardware and software aren’t in sync, users notice,” Epstein said. “But when they are, you end up with technology that’s intuitive for everyone, building loyalty and credibility for your brand.”

Kiosk software accessibility standards

Accessibility regulations evolve every few years. A major Access Board rule update came in 2017 with the Revised 508 Standards for Information and Communication Technology, aligning federal requirements with international standards. WCAG 2.0 served as the technical benchmark, and today, software follows the extended WCAG 2.1 guidelines published in 2018.

With constant change, it’s important to think ahead when planning for ADA.

Hong explains, “Successful kiosk software providers design accessibility in from the start and maintain ongoing compliance as standards evolve, rather than retrofitting features after regulations change. While not all WCAG standards are applicable on a kiosk environment, Bite strives to meet AA compliance for all relevant guidelines.”

So, what are industry-standard ADA features typically included in kiosk software?

• High-contrast displays with adjustable font sizes.
• Audio output with headphone jacks and volume control.
• Speech output for all on-screen information.
• Keyboard navigation and alternative input methods.
• Tactile feedback options.
• Visual cues accompanying audio prompts.

Bite also integrates screen readers for visually impaired users, language options for diverse populations, height-adjustable kiosk interfaces, and compatibility with assistive hardware technologies.

The future of kiosk ADA standards

Currently, the U.S. Access Board designates kiosks alongside ATMS and fare machines, but no final rule explicitly covers self-service kiosks, causing the category to fall into a kind of regulatory gap.

On Sept. 21, 2022, the Access Board published an Advance Notice of Proposed Rulemaking to develop supplemental accessibility guidelines for self-service transaction machines (SSTM), including self-service kiosks. In short, the rulemaking process for kiosks is still in its early stage, when the government collects public input from individuals, advocacy groups, and other agencies.

Once feedback is reviewed, the next step will be a formal draft of the rule, followed by a final version that will carry legal weight. For now, it’s a clear sign that federal standards are on the horizon.

Better defined rules for accessible kiosk hardware are only part of the picture, though. Kiosk software will increasingly define what accessibility looks like in the years ahead.

When asked where the biggest opportunities for innovation in ADA-compliant software lie in the upcoming years, Bite lists everything from AI-powered personalization and enhanced sensory technologies to advanced voice and gesture recognition as being in the realm of possibility.

As hardware guidelines become clearer and software capabilities expand, the goal remains the same: to create kiosks that enable 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.”

About Katie Kochelek

---

Katie is a well-versed point of purchase marketing professional at Frank Mayer and Associates, Inc., with knowledge of in-store merchandising displays, retail fixtures, and interactive and self-service kiosks.

Connect with Katie: