Kiosks nationwide must now meet accessibility standards

A visually impaired person uses a self-order kiosk at a restaurant in Mapo District, Seoul, July 12, 2022. Korea Times file

Starting Wednesday, most venues nationwide that use automated kiosks will be required to install models accessible to people with disabilities, as part of a broad expansion of accessibility rules as such systems proliferate rapidly.

Under the updated standards, barrier‑free kiosks must include voice guidance, braille or raised buttons and adjustable screens or height to help users with visual or mobility impairments, while smaller businesses that qualify for exemptions may meet the mandate with alternative measures such as assistive devices or staff support.

The requirement follows a 2021 amendment to Korea’s disability discrimination law that requires reasonable accessibility accommodations in kiosk design and operation, rolled out in phases to limit the burden on businesses.

The mandate first took effect in 2024 for public institutions and workplaces with 100 or more full-time employees. Last year, it was extended to businesses with fewer than 100 workers, with a one-year grace period that ends this week.

“In an era when kiosks are commonplace, guaranteeing access to information is no longer optional but a basic human right,” said Lee Seu-ran, first vice minister of health and welfare.

Lee added that the central and local governments will work together to ensure effective implementation so people with disabilities are not inconvenienced in daily life.

Exemptions apply to small businesses with less than 50 square meters of floor space or those that meet industry-specific thresholds for employee count and average sales, which can comply by adopting alternative measures such as assistive devices, support staff or a call bell.

Failure to provide these measures allows anyone to file a complaint with the National Human Rights Commission of Korea and may lead to an administrative fine of up to 30 million won ($27,100).

The use of kiosk ordering terminals in Korean restaurants has surged, driven by efforts to reduce labor costs and a shift toward contactless service. A 2024 survey by the Korea Rural Economic Institute found that the share of food service businesses using automated ordering systems rose nearly tenfold, from 1.5 percent in 2019 to 12.9 percent in 2024.

Among these systems, self-order kiosks in 2024 accounted for the largest share at 54.8 percent, far surpassing customer smartphone-based ordering at 35.6 percent.

Many people with disabilities in Korea prefer face-to-face ordering due to difficulties using self-order kiosks.

According to a Ministry of Health and Welfare survey conducted from 2024 to 2025, 161 of 540 people with disabilities reported difficulties using kiosks.

Among those who reported difficulties, automated ordering machines posed the greatest challenge, cited by 80.1 percent, followed by self-payment machines and ticket dispensers.

Common complaints included feeling rushed by people waiting behind them at 54 percent and struggling to locate buttons or navigate menus at 26.1 percent.

Among 277 people with disabilities who have used kiosks, 44.8 percent said they preferred ordering or processing through a staff member — more than twice the share of those who favored using a kiosk.

Similar measures have also been introduced overseas to ensure that people with disabilities can use kiosks more easily.

Passed in 2019, the European Accessibility Act took effect last year, establishing minimum accessibility standards for certain products and services, including self-service payment terminals.

In the United States, while the Americans with Disabilities Act, enacted in 1990, does not set specific technical standards for self-service kiosks, the Department of Justice has issued guidance on their accessibility.

Under that guidance, kiosks, depending on their type and function, must be operable with one hand without tight grasping and be speech-enabled to provide audible instructions for all functions.