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

Research output: Chapter in Book/Report/Conference proceedingConference contribution


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.
Original languageEnglish
Title of host publicationComputers Helping People with Special Needs
Subtitle of host publication14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I
Number of pages8
Volume8547 LNCS
EditionPART 1
ISBN (Electronic)978-3-319-08596-8
Publication statusPublished - 2014
Event14th International Conference on Computers Helping People with Special Needs (ICCHP 2014) - Saint-Denis, France
Duration: 7 Jul 20148 Jul 2014

Publication series

NameLecture Notes in Computer Science
ISSN (Print)0302-9743


Conference14th International Conference on Computers Helping People with Special Needs (ICCHP 2014)

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