Kiosk Accessibility Still a Major Hurdle for Disabled Individuals in South Korea

Kiosk Accessibility Still a Major Hurdle for Disabled Individuals in South Korea

Siyoon Hyeong, 2024 / 11 / 1

Despite the growing prevalence of unmanned kiosks in restaurants and cafes across South Korea, many people with disabilities still face significant challenges when attempting to use them. These devices, designed primarily for convenience and efficiency, often become a barrier for those with visual or physical disabilities, forcing them to seek alternative options.  

On April 18, two days before 'Disabled Persons Day,' a visually impaired individual in their 40s visited a café in Seoul’s Yeongdeungpo District. The café had two kiosks, but neither had accessibility features like braille blocks, braille on the kiosk itself, or an audio service. As a result, the individual had to rely on a companion to read out the menu, expressing frustration that the proliferation of kiosks was not a welcome development from the perspective of visually impaired people. Many have resorted to memorizing locations that still offer traditional counter service to avoid using kiosks.  

Physical accessibility is also an issue. A 57-year-old wheelchair user had trouble navigating a franchise café in Gangseo District. The narrow space between the kiosk and the counter made it difficult to maneuver the wheelchair. When they finally reached the kiosk, the screen was positioned too high, making it nearly impossible to complete an order independently. Even when they managed to touch the screen, essential buttons like 'Confirm' were out of reach. Frustrated, the individual had no choice but to ask an employee for help, feeling that their consumer rights were being neglected.  

At nearby fast-food outlets, similar obstacles were present. Wheelchair users found themselves struggling to move tables out of the way or reach elevated menu buttons, making the process exhausting and demeaning. The limited functionality and poor design of kiosks meant that ordering independently was almost impossible, highlighting how these machines, intended to save labor costs and simplify ordering for non-disabled patrons, are a significant hurdle for disabled people.  

A 2022 report from the National Human Rights Commission of Korea revealed that out of 1,002 kiosks across 26 different industries, nearly 65% lacked essential accessibility features such as audio or braille options for visually impaired users. Furthermore, only 3.1% of kiosks had screens or machines that lowered for wheelchair access, and fewer than half had adequate space underneath for a wheelchair to approach. Only one kiosk provided sign language options for hearing-impaired users.  

Although the government amended the 'Act on the Prohibition of Discrimination against Persons with Disabilities' last year to improve kiosk accessibility through features like braille and voice guidance, the impact has been limited. This is because the law’s implementation is gradual: public institutions, educational facilities, medical centers, and financial organizations were required to comply starting in January, while private businesses will have until July this year or January next year, depending on their size. For older kiosks, the mandatory changes won’t apply until January 2026.  

Experts argue that this staggered approach is insufficient. Many disabled individuals have not experienced any noticeable improvements, especially at smaller cafes and restaurants, where accessibility measures will be among the last to be enforced.  

A disability rights researcher explained that the development and design of kiosks continue to cater mainly to non-disabled users, resulting in a vicious cycle that further alienates disabled individuals. Without incorporating the experiences of people with disabilities, kiosks remain challenging to use, prompting many to avoid them altogether.  

A professor of disability studies pointed out that the expectation for disabled individuals to rely on others for assistance is fundamentally flawed. The system should enable independent kiosk use, and if accessibility upgrades are financially burdensome for small business owners, the government should consider providing appropriate support.