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Disabled in Korea struggle to use kiosks as new Accessibility Law looms
Won Hee-seung, who is visually impaired, waits for an audio guide at a self-order kiosk at a fast food restaurant in Mapo District, Seoul, July 12, 2022. Korea Times photo by Kim Ha-kyum.
By Park Ung
People with disabilities prefer ordering in person rather than using automated kiosks, citing a lack of accessibility features, the Ministry of Health and Welfare said Friday.
The statement highlighted persistent gaps, despite regulations mandating improved accessibility in kiosk design and operation.
The finding comes as revised anti-discrimination laws protecting people with disabilities are set to take full effect in January. Ahead of this, the ministry surveyed accessibility barriers in information services, with a special focus on self-service kiosks.
The use of kiosk ordering terminals in South Korean restaurants has surged, fueled by efforts to cut labor costs and a consumer shift toward contactless service. A 2024 survey by the Korea Rural Economic Institute found that the share of food service businesses using automatic ordering systems, including kiosks, has jumped more than tenfold — from 1.5 percent in 2019 to 12.9 percent in 2024.
Since its enactment in 2007, Korea’s disability discrimination law has been revised several times. A 2021 amendment required reasonable accommodations in kiosk design and operation as their use spread without regard for accessibility. Starting in January, the rule will also apply to kiosks already in place.
Conducted from October to January, the survey covered 4,114 public and medical institutions and 540 people with disabilities, 161 of whom reported difficulties using kiosks.
Respondents reported the greatest difficulty with automated ordering machines, at 80.1 percent, followed by self-payment machines and ticket dispensers. Common complaints included feeling rushed by people waiting behind them (54 percent) and struggling to locate buttons or navigate menus.
Among 277 people with disabilities who had used kiosks, 44.8 percent said they preferred ordering or processing through a staff member — more than twice the share who favored using a kiosk. Preference for staff assistance was particularly high among those with visual impairments, severe disabilities and wheelchair users, with more than 70 percent of visually impaired respondents preferring to order directly from staff.
When asked how to improve accessibility, they suggested measures such as assigning staff, installing call bells, creating dedicated kiosk areas for inexperienced users and running public awareness campaigns. According to the National Information Society Agency, just 466 kiosks nationwide are certified as fully barrier-free for people with disabilities.
The survey also looked at awareness of the legal obligation to ensure kiosk accessibility for people with disabilities. Among the 4,114 institutions surveyed, 78.7 percent said they knew of the revised disability law's anti-discrimination requirement, compared with 51.1 percent of people with disabilities — a gap of nearly 28 percentage points.
When asked how to prevent discrimination, both groups ranked nationwide efforts to improve awareness of disabilities as the top priority.
Based on the survey results, the ministry said it will draw up measures to strengthen kiosk regulations and issue guidelines to improve information accessibility for people with disabilities.