Exploring the Accessibility of Self-Service Navigation Terminals : A qualitative study on user experiences and design strategies for accessible self-service navigation terminals

Accessibility and equal opportunities have increased in importance since the COVID-19 pandemic, leading to the introduction of the European Accessibility Act. This directive mandates compliance by June 28, 2025, to ensure that digital solutions are accessible to everyone. However, the directive has limitations regarding selfservice navigation terminals. This raises the question of how a global real estate company addresses accessibility when designing these self-service navigation terminals in their shopping centers to meet the needs of people with disabilities (PWDs), and whether this work adequately addresses users’ needs. Through interviews and observations, this qualitative study explores how people with mobility impairments experience the accessibility of these navigation terminals and whether their needs are being addressed. It also assesses how the company’s accessibility efforts align with user requirements. The findings show that people with mobility impairments perceive these terminals as inaccessible, primarily due to height and size issues. While the company focuses extensively on digital accessibility, physical factors are also considered, although they are limited by budget constraints and the need to prioritize certain user groups. The study concludes that although digital accessibility is a priority, gaps remain in fully meeting the needs of users with mobility impairments.