Adaptability Of Cashpoints La Caixa Bd

Adaptability of cashpoints
for the disabled
Normalisation proposal
RESEARCH DEPARTMENT

JULY 2006

Adaptability of cashpoints
for the disabled
Normalisation proposal

RESEARCH DEPARTMENT - JULY 2006

FUNDACIÓ BARCELONA DIGITAL
Research Department

Coordination: Circe Serra Vallmitjana (FBD)
Work team: Lucía Arévalo Luna (FBD)
Arturo Ortega Mansilla (FBD)
Eduard Pauné i Xuriguera (FBD)
Ramiro Sánchez-Crespo Dalmau
With the cooperation of: Department of Welfare and Family, Centre SIRIUS Centre for
personal autonomy, Municipal Institute of Disabled People and the ONCE organisation.

ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

1. Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

2. Objectives of the study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

3. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

4. Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

4.1 Analysis of the disabled population . . . . . . . . . . . . . . . . . . . . . . . . . .8

4.1.1 Disabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

4.1.2 Numerical data of the disabled population and typology . . . . .9

4.2 International benchmarking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

4.2.1 USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

4.2.2 Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

4.2.3 The United Kingdom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

4.2.4 Australia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

4.2.5 Comparative of international regulations . . . . . . . . . . . . . . . . .18

4.3 Physical accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

4.3.1 Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

4.3.2 Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

4.3.3 Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

4.3.4 Clear floor space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

4.3.5 Illumination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

4.3.6 Privacy and security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

3

4.4 Interface accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

4.4.1 Scope of the interactive elements . . . . . . . . . . . . . . . . . . . . . . . .28

4.4.2 Entering and withdrawing devices . . . . . . . . . . . . . . . . . . . . . . .31

4.4.3 Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36

4.4.4 Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

4.5 Analysis of the disabilities feasible for adaptation . . . . . . . . . . . . .38

4.6 Definition of an adapted cashpoint machine . . . . . . . . . . . . . . . . . .41

4.7 Regulatory proposal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

4.7.1 Norms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44

4.7.2 Compendium of the adapted cashpoint machine . . . . . . . . . . .44

4.7.3 Lines of action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

5. Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

6. Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49

4 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

1. BACKGROUND

Our society has a group of people with different levels of disability who may
encounter serious problems when using the banks’ automatic cashpoint
machines. These obstacles are often related to accessibility to the spaces but
they are also often due to the interface between the user and the cashpoint.

The difficulties in access cause discrimination against these people compared
to the regular use of these services by the able-bodied public. The cashpoint
manufacturers have taken on board the regulations referring to full accessibility
to cashpoint machines, for example in countries such as the United States. In
terms of the community and national situation, the reality is that the lack
of regulations providing guidelines of these characteristics means that the
adaptability of cashpoint machines for the disabled population is not
guaranteed, and the situation and accessibility of the automatic cashpoint
machines depends on the goodwill of the banking sector, which at the same
time finds itself in a field where it has no references to act accordingly.

5

2. OBJECTIVES OF THE STUDY

The objectives of the study are formed by two considerations:

On the one hand, this study arises out of the non-existence of specific
legislation regarding the adaptability of automatic cashpoint machines for
the disabled.

The second consideration is that the object of the study is to present a
proposal open to everyone, and which must facilitate the beginning of work
to ensure the normative takes shape, through a process of dialogue and
consensus with all those affected and interested.

Taking these considerations into account, therefore, the objectives set are:

• To detect the different disabilities susceptible to being adapted in the use
of the banks’ automatic cashpoint machines. To study how the disabled
interact with the cashpoint machines and evaluate the difficulties of
accessibility.

• To define the design parameters that must be complied with so that they
act as a guideline for adapting the cashpoint machines, in terms of both
their physical and operational access, for the different types of disability.

• To establish the rules of a standardisation project regarding accessibility of
cashpoint machines.

• To promote the creation of a stamp or mark of certification with institutional
and/or official support that certifies the cashpoint machines and their
installation in bank branches.


3. INTRODUCTION

This study contains a proposal for the regulation of automatic cashpoint
machines so that they are both physically an operatively accessible to
disabled people.

To prepare this the regulations have been analysed of other countries such as
the USA, Canada, Australia and the United Kingdom, and the recommendations
that they specify have been evaluated, so that all the elements can be
integrated and at the same time adapted to the local social and cultural
characteristics.

It has also had the opinion of organisations working around disabilities in
order to ratify the proposal. Interviews have been held with the Department
of Welfare and Family, the Municipal Institute of Disabled People, the
COCARMI association (Catalan Committee of Disabled People ), the ONCE
organisation, the Assessment Council for the Elderly and the SIRIUS Centre
for personal autonomy (Service of the Department of Welfare and Family),
among others.

7

4. STUDY

4.1 Analysis of the disabled population

4.1.1 Disabilities

This section examines the main disabilities and deals with the people
affected in the use of cashpoint machines.

They can be grouped according to their type:

• Physical:

Coordination: manual dexterity reduction in functioning of arms and
hands that may affect pressing or movement) and mobility (total or
partial reduction in legs, or muscular disorders or those of posture and
movement.

Non-coordination: includes people with chronic illnesses such as heart
disease, kidney problems, etc. It is a group classified as physically
disabled because they have special needs: they tire more quickly than
usual, etc.

• Sensory: the study focuses mainly on the visual disabilities, even though
there are aspects that effect people with hearing disabilities that have
also been dealt with.

• Psychological:

Intellectually disabled: mentally handicapped, Down’s syndrome, etc.
The study looks into the limit to which some of these people may not
have the legal capacity to undertake banking operations.

Mentally ill: comprise all types of mental illness such as depressions,
psychosis, schizophrenia. In principle these people do not require any
special need in order to use automatic cashpoint machines.

The elderly • The elderly: this group includes different types of the abovementioned
experience disabilities: vision loss (loss of sharpness of vision, focusing, sensitivity to
different types of contrasts, decrease in making out colours, loss of peripheral vision),
disabilities: decrease in hearing, cognitive limitations: dementia, loss of memory,
physical, sensory perceptive (for speaking, responding, listening), resolving problems,
and psychological. language.


4.1.2 Numerical data of the disabled population and typology

Below there is an analysis of the disabled population so that we can make a
global and specific evaluation of the problem, as well as the tendencies
(ageing of the population, disabilities on the increase –for example
vision–,etc). The study therefore focuses on the characteristics of our
population.

Demographically speaking, it is estimated that the industrialised countries
have between 8 and 12% of people with disabilities, a proportion that
increases due to the ageing of the population and the greater level of
recovery that modern medicine allows people who have suffered illnesses or
accidents.

In Spain there are about 5 million disabled people, representing 9% of the In Spain there are
population. about 4 million
disabled people.
By Autonomous Communities, the rates vary slightly in some of them, the
majority being in Ceuta, Melilla, Andalusia and Murcia, where the rate
increases approximately 25% compared to the state-wide percentages. In
terms of numbers of people, the communities with the higher number of
disabled are those Andalusia, Catalonia, Madrid, Valencia and Castilla y León.

The figures for Spain are similar to the figures at a European level, where it is
estimated that 10-15% of the population is disabled, although there are
divergences of data in terms of the degree of disability considered in the
different countries (moderate or severe).

Moreover, today the population aged over 70 is beginning to be included in
the disabled group. It has already been mentioned that these people have
similar problems regarding sight, mobility, etc. This group will cause the
number of people in the disabled sector to rise greatly. We are experiencing a
process of demographic ageing in all the European cities, which in cities such
as Barcelona is evident in a very strong way (16% of the population is aged
over 70). From this we could state that in Barcelona around 25% of the
population has difficulties in using automatic cashpoint machines due to
their disabilities.

The evaluation of types of disability and their level is undertaken through the
WHO International Classification of Functioning, Disability and Health and
the tables produced by the American Medical Association for evaluating daily
activities. The team carrying out the evaluation is a multidisciplinary team
(doctors, psychologists, etc.) that evaluates different aspects (both physical
and social). The degrees of disability are the following:

9

1. The first group corresponds to a disability level of between 33% and 64%,
which includes people with disability with a level of personal autonomy
that enables them to be integrated at a social and occupational level
(even though in a protected form).

2. The second group is between 65% and 74%.

3. Finally, the third group includes people with disability levels of 75% or
above.

In Catalonia the total registered disabled population is 356,530 people,
which is the equivalent of approximately 5% of the population, that is to
say, of the estimated disabled population of Catalonia (a total of 9%), only
5% are registered and with the determining factors of a disabled person.
Added to these figures for the registered population we should also include
the slightly disabled who for various reasons have not been registered (for
example those within the elderly group, due to lack of awareness, etc.), or
who are on the limit but who on the other hand would also benefit from the
standardisation of automatic cashpoint machines. It is also worth noting
that people who are temporarily less mobile (pregnant women, people with
their limbs in plaster, with crutches, etc.) are also not counted.

From the figures registered at the Department of Welfare we can see what
the rate of incidence is according to the type of disability1 (Figure 4.1):

Physical coordination
Physical
non-coordination
Sensory visual

Sensory hearing

Psychological

Mentally ill

Not registered
0 20,000 40,000 60,000 80,000 100,000 120,000 140,000

Figure 4.1: People with disability by type. Total figures 2005.
(Source: Department of Welfare and Family. General Secretariat. Produced from the database
of disabled people).

1 The tables include the “not registered” section, which includes the situations erroneously coded and
those codifications that cannot be included in any of the large groups.


Grouped according to the most general classification: physical, sensory
and psychological (Figure 4.2):

More than
210,000 people in
Physical
Catalonia have a
physical disability.
Sensory

Psychological

Not registered
0 50,000 100,000 150,000 200,000 250,000

Figure 4.2: People with disability by type: physical, sensory and psychological. Total figures.
2005. (Source: Department of Welfare and Family. General Secretariat. Produced from the
database of disabled people).

From the group of visually-impaired disabled, according to information from
the ONCE we obtain the following proportion among the disabled with
minimum sight and blindness (Figure 4.3):

Blindness: absence of
sight or only the
perception of light.
Visual
Blindness Visual impairment:
impairment
22% maintenance of a visual
78%
state that is functional
for daily life (moving
around, domestic chores,
reading, etc.).

Figure 4.3: Proportion of visually disabled. (Source: ONCE)

The discrimination that ONCE carries out to determine a person with a sight
disability is that stipulated for both eyes in one of the two following visual
states (for more information see appendix 6.6):

Visual sharpness the same as or inferior to 0.1 (1/10 of the Wecker scale).
Visual sharpness is understood as the degree of the eye’s ability to perceive
special details.

11

These are perceived by the angle below which they see (the less the angle,
the greater the visual sharpness).

Visual field reduced to 10 degrees or less. The visual field is the area of
space that the eye perceives.

These figures are more restrictive than those produced by the administration.

Appendix 6.7 of the document shows the statistical information of the
members of the ONCE.

If we analyse the group according to the age of the person (Figure 4.4):

From 0 to 6
From 6 to 16
From 16 to 19
From 20 to 34
From 35 to 44
From 45 to 54
From 55 to 64
From 65 to 74
From 75 and above

Figure 4.4: Disabled people by age group. Total figures. 2005.
(Source: Department of Welfare and Family. General Secretariat. Produced from the database
of disabled people).

Nearly 70% of We can see that more than 70% correspond to people aged over 45 and over
disabled people 40% are more than 65. In terms of the study, minors aged 16 and under are
are aged over 45. not affected, although on the other hand they represent a percentage of less
than 4%.


If we look into the evolution for 2001 (Figure 4.5) we see a notable
increase in all the types of disability, caused mainly by the ageing
population. Mental illness amongst young people has rocketed.

Physical coordination

Physical non-coordination

Sensory visual

Sensory hearing

Psychological

Mentally ill

Not registered
0 20,000 40,000 60,000 80,000 100,000 120,000 140,000

Figure 4.5 Evolution of disabled (2001-2005)

13

4.2 International benchmarking

This section looks into the legislation and regulations that are already in
force or are in the process of being implemented in other countries. The most
advanced in terms of this type of measure have been chosen such as the
USA, United Kingdom, Canada and Australia.

4.2.1 USA

It has the American with Disabilities Act, a legal instrument that aims to
ensure equal opportunities for the disabled. Even in 1992 a series of
regulations were introduced relating to automatic cashpoint machines,
which at the time ensured physical accessibility to the machine and the
operative elements. It contained a section devoted to the visually disabled,
but it was ambiguous since it only stated that the information had to be
interpretable by this group. A workgroup was set up in 2002 to update the
legislation in questions of operative accessibility and other aspects that
could be improved due to technological changes.2 The new regulation is
currently the defined regulation.3

Regarding the adaptation of the automatic cashpoint machines the
In the USA there
regulation states that wherever there are automatic cashpoint machines
must always be a
there must always be one adapted according to the norm. If the banks have
cashpoint machine
indoor and outdoor cashpoint machines then they are considered two
adapted for the
distinct spaces. There must the guarantee that all the functions provided to
disabled which
clients who use adapted cashpoint machines: it is unacceptable that they are
complies with the
only inside the bank since they cannot offer a 24/7 service, or that these
regulation.
cashpoint machines can only be used for taking out money while the others
can also be used for selling cinema tickets.

Alongside the regulation, at the end of the 1990s in the USA, they began to
develop speech output systems for using automatic cashpoint machines,
promoted by groups for the defence of the visually disabled. The first
automatic cashpoint machine was placed inside the San Francisco City Hall
in 1999. The banks have begun to deploy automatic cashpoint machines with
In Canada there is services such as speech output throughout the country.
a Human Rights
4.2.2 Canada
Commission that
draws up policy
and guidelines In 1982 the Canadian Charter of Rights and Freedom was pushed forward.4
referring to human For the first time at an institutional level it dealt with prohibiting
rights. discrimination for reasons of physical, sensory or mental disability.

2 United States Access Board <http://www.access-board.gov/>
3 Available online at <http://www.access-board.gov/ada-aba/final.pdf>
4 More information at <http://lois.justice.gc.ca/en/charter/>


Section 15 of the Charter makes it illegal for the Canadian authorities to
discriminate against the disabled in their laws and programmes.

In Canada there are three organisms that ensure the Charter is fulfilled.
Firstly there is the Canadian Human Rights Act, the aim of which is to
protect individuals from discrimination. The Canadian Human Rights Tribunal
applies these principles to cases that have been forwarded by the Canadian
Human Rights Commission). The Tribunal is similar to a court of law and acts
in an independent and impartial way. It is less formal and only deals with
cases of discrimination. The Canadian Human Rights Tribunal deals with
cases that have been taken up by the public. The Human Rights Commission
draws up policies or guidelines concerning human rights.

The first automatic
In 1994 the Canadian Human Rights Commission undertook a study about
cashpoint machine
adapting the cashpoint machines for the disabled. As a result of this,
with speech
different initiatives arose such as the Canadian Bankers Association’s Report
output was placed
or that of Betty Dion Enterprises Limited (BDEL) which each presented
in Ontario in
studies about automatic cashpoint machines.
October 1997.
The Canadian Bankers Association’s Report proposed a series of
recommendations that made the maximum use of automatic cashpoint
machines. One of the most important recommendations was the cashpoint
machines with speech output for blind or visually impaired people. The result
of the report was to develop an automatic cashpoint machine with an
interactive speaking system, and it was placed in Ontario in October 1997.
This day marks the date of the first automatic cashpoint machine of its kind
in the world (picture of the cashpoint machine in Figure 4.6).

Moreover, the Canadian Standards Association (CSA) develops
standards addressed to real needs. It has issued a standard related
to accessibility of the disabled to automatic cashpoint machines.

The standard drawn up by the CSA was used as a reference in the
abovementioned studies. This standard has been used as a way of
recommending a series of minimum levels. It has no legal standing.
Nevertheless, the fact of having a standard that proposes
alternatives gives more weight when complaining to the Tribunal.

Figure 4.6: Picture of the first
cashpoint machine in the world with
speech output (Source: Financial
Group).

15

4.2.3 The United Kingdom

In 1995 the Disability Discrimination Act was introduced (DDA), which
protects the legal rights of the disabled. These cover occupation, access to
services, education, transport and housing.5

Part III of the act is based on the principle that disabled people must not be
discriminated against by those providing public services.

In the specific area of banks the following aspects are taken into account:

- Banks provide the service of withdrawing money at the counter during
office hours and from automatic cashpoint 24 hours a day. While this
service is in operation when the counter service is closed, the bank must
provide an additional service subject to that stipulated in the DDA.

- Banks provide a cashpoint machine in a commercial area or another kind
of public place (supermarket, airport, trade fair, etc...). The bank is
responsible for ensuring the service is not discriminatory, while the
organisation responsible for the site where the cashpoint machine is
placed must ensure that a disabled person has physical access to it (free
of obstacles, etc.).

According to Section 21 of the Act, providers of services have the legal
obligation to make reasonable adjustments so that physical barriers can be
surpassed, but there is no regulation that standardises accessibility, the
In the United definition of “reasonable” not being determined by the law.
Kingdom there is
the Disability The Disability Rights Commission is an independent body founded in 2000 by
Rights Parliament in order to stop discrimination and encourage equal opportunities
Commission, an for disabled people. The Commission provides advice to these people, offers
independent body them legal aid to defend their rights, and organises activities in order to
founded in 2000 change policies, practices and awareness, among other aspects.
by Parliament to
stop In terms of standards there is the British Standard BS 8300:2001 “Design of
discrimination and Buildings and their approach to meet the needs of disabled people” which
encourage equal covers the more physical aspect of accessibility. The Centre for Accessible
opportunities for Environments has produced a report with recommendations and proposals, in
the disabled. the form of a standard, to adapt automatic cashpoint machines.

5 More information at <http://www.opsi.gov.uk/acts/acts1995/1995050.htm>


4.2.4 Australia

Since 1986 in Australia the Human Rights and Equal Opportunity
Commission has been working. It is an independent national regulatory
governmental body. It was established by a Federal Parliamentary Act, the
Human Rights and Equal Opportunity Act.

Regarding the legislation concerning the disabled, in 1992 the Australian
Disability Discrimination Act was passed, in order to protect the disabled and
ensure that they have the same rights.6

Section 24 refers to Goods, Services and Facilities, stating that it is unlawful
for anyone providing this type of service to discriminate against disabled
people on the condition that it does not impose unjustifiable hardship on the
person who provides the goods, services or makes the facilities available.

In terms of standards, in 1990 Australia drew up a standard referring to access
and use of automatic cashpoint machines. It studied the main difficulties that
the disabled encounter, and made a series of recommendations.

In 2000 the Commission produced a report to detect accessibility problems In 2000 the Human
regarding e-commerce, which included automatic cashpoint machines, Rights and Equal
telephone banking, internet banking and PST (Point of Sale Terminals). It Opportunity
showed quite clearly that there were serious problems with all of them. Commission of
Australia produced
As a result the Accessible E-Commerce Forum was held, attended by a report for
representatives of the government, banks, manufacturers and many entities detecting
connected to the question. The aim was to make people aware of the accessibility
situations and look for ways of improving it. problems in e-
commerce, which
The Australian Bankers Association confirmed its involvement and included
established a working team and a plan of action to develop standards automatic
relating to e-commerce. The work concluded in April 2002.7 cashpoint
machines,
From this initiative the standards have been taken on board by the majority telephone
of the larger banks in Australia and the automatic cashpoint machines are banking, internet
gradually being replaced. banking and PST
(Points of Sale
Terminals).

6 More information at < http://scaleplus.law.gov.au/html/pasteact/0/311/top.htm>
7 Available online at < http://www.bankers.asn.au/Default.aspx?ArticleID=344>

17

4.2.5 Comparative of international regulations

Below is a table comparing the proposals and regulations (in the case of
North America it is legislation).

USA Canada United Kingdom Australia
Location Suitable Suitable Suitable
indications indications indications (with
(touch-wise) (lighting, sound, touch-wise
signposting) -pavement)

Access Complies with its Complies with its Complies with its Space free of
regulations regulations regulations obstacles
Automatically- Wide doors Wide doors:
opening doors 0.8-0.85 m 0.8-0.9 m
Insertion of control Maximum force Maximum force
cards: 0.75-0.9 m required 20 N required 19.5 N
height, correctly Insertion of control Insertion of
indicated
PHYSICAL ACCESSIBILITY

cards: 0.75-1 m control cards:
height 0.9-1.10 m
height.
Better placed on
the left
Placement Considers aspects Considers aspects
of security, envi- of design, security,
ronmental protec- sound, illumina-
tion, sound... tion...

Clear floor space 0.76 m x 1.22 m 1.5 m x 1.5 m 1.5 m x 1.5 m 1.5 m x 1.5 m
(without including 2% slope
2.08% slope 2.5% slope
the door
movement)

Illumination 100-300 Lux 100 Lux in the 200-300 Lux 200-300 Lux
(uniform) setting Avoids reflections Avoids reflections
200 Lux min. Fluorescent sound
Avoids shadows
and reflections
Fluorescent sound


Privacy and Respects the clear Respects the clear Respects the clear Visual and sound
security floor space floor space floor space mechanisms in
order not to
Option of blocking Ledge: maximum Ledge: minimum
forget the card or
the screen depth of 0.25 m height of 0.7 m
money
(using the speech and 0.86 m
output) for data maximum height Ledge: depth
protection 0.15-0.25 m and
0.75-0.9 m height

Levels of Possibility of Possibility of Possibility of Possibility of
NTERFACE ACCESSIBILITY

reach of the closeness from closeness from closeness from frontal closeness.
interactive front or side. front or side. front and side 0.75-1.100 m
elements Edges dependent O.68 m height and (there are different height (possibility
on whether there 0.36 m depth free possibilities of 1.2 m through
are lower regarding the
for placing the secondary
obstacles. width and height
knees. options).
of the edges).
In general the No object can stick 0.2 m depth
area covered is 0.75 height-0.185 m
out more than (possibility of 0.3
0.38-1.22 m depth, extendible
0.04 m. through secondary
height, 0.5 m to 0.23 m. options). With
Receptacles in the
depth (if there is 0.35 m of depth
area of reach.
an obstacle the for the knees
maximum height Waste bins cannot (pictures in
is 1.17 m) obstruct the way. appendix 6.4.2).
(pictures in Bar for holding on Keyboard angle
appendix 6.4.1) to. (15° or 75°)
Bar for holding on
to

19

Entrance Usable with one Components Components Components
devices hand, without the indicated (visually, indicated (visually: indicated (visually,
need to pull or with lighting, by flashing light, touch-wise, with
twist the wrist. touch). touch-wise, symbols)
symbols through
Keyboard with 5 Usable with one Usable with one
graphics). Usable
indicated. hand. hand
with one hand.
Telephone / Identification of Possibility of
Indication on the
computer card and entering through
card regarding
numbering. orientation. voice
orientation.
The keys must identification of
Keyboard with 5 Keyboard with 5
contrast with the card and
indicated indicated.
surface. orientation
telephone Telephone
numbering. numbering Keyboard with 5
indicated
15 mm x 15 mm 15 mm x 15 mm
minimum. minimum Telephone

numbering
Concave and Concave and
non-slip. non-slip 15 mm x 15 mm
minimum
Minimum height Minimum height
of 1 mm. of 1 mm Concave and
non-slip
Separation Separation
between numerical between numerical Minimum height
keys 3.2 mm. keys 3.2 mm of 1 mm
Function keys to Separation Separation
the right of the between numerical between number
numbers: and function keys keys 3.2 mm
correction/ cancel 9.6 mm Function keys to
X red, delete I Function keys to the right of the
yellow, confirm 0 the right of the numbers:
green numbers: correction /
Forms an angle Correction / cancel cancel (by touch:
with respect to the X red. Delete I X, colour: red);
horizontal 10-45°. yellow, confirm 0 delete (by touch I,
colour yellow);
green
confirm (0, green)
Effort required to
activate keys,
maximum of 7 N


Exit Sans serif font. Minimum 25 mm Minimum Minimum
devices Characters must projection projection 25 mm. projection of 25
be 4.8 mm tall. Maximum effort to Free area in radius mm
They must of 40 mm
remove 22 N Maximum effort
contrast with the Maximum effort to to remove 22 N
Characters must
background
contrast with the remove 22.2 N Screen:
Braille background. Sans Screen: the bigger the information
instructions serif font the better must contras by
Possibility of Width-height ratio Colours contrasted 30% with the
speech output: background
of character Character sans serif
Obligation to 0.1-0.2 font. Mixture upper Character sans
carry out all the serif font. Mixture
Space between case and lower
instructions of upper and
letters 0.1 or 0.2 case. If it is
(contemplating lower case
times the height of adapted to the
exceptions), the character measure it should Possibility of
earpiece cables
Mixture upper case be 16p adapting the
maximum length
Touch screen, cells screen for easy
with lower case
of 0.735 m reading and
letters 22 x 22 mm
Sound and visual controlled via

Possibility of Sound signals of
signs of the the keyboard
speech output process and visual
process Possibility of
Printed text: sans signals (icons on speech output
the screen)
serif font, 14p,
Sound signals of
upper and lower Possibility of
process and visual
case. speech output
signals
Contrast
Printed text: sans
serif font, 12p,
upper and lower
case.
Contrasting

Operative Possibility of Personalisation of Defining preferred
extending the time screen change time operation
of the transaction and operation Possibility of
Graphic or symbol Simple language extending the time
instructions of the transaction
Saving of text in Without
movement publicity during
the operations
Saving of text in
movement

Identification Systems
control biometrics

Table 4.1: International proposals.

21

Current Current international standards are similar and support a series of measures
international that aim to make physical accessibility easier and to incorporate the capacity
standards are for speech output in order to reach the blind.
similar and
support a series of There are small differences in the measures: measurements, efforts, distances
measures that aim (some more restrictive than others) and also in specific aspects where one
to make physical standard appears more detailed than another.
accessibility easier
and to include the The standard in the USA is the least restrictive regarding measurements
capacity for (surface area of free space, extent of reach, etc.) and also in terms of
speech output to requisites (less recommendations, more flexibility, etc.). This is due to the
reach the blind. fact that it is not a proposal but a regulation that must be complied with. On
the other hand, however, it is the one that goes into more detail about
speech output, specifying what must be complied with, what exceptions
there may be, etc. precisely for this legislative reason.

The other three standards encompass practically the same aspects. In the
United Kingdom there are many proposals about the measurements of the
cashpoint machines, giving many options for cashpoint machines in order to
be able to design a model that works for people without disability and
people in wheelchairs. It also looks into two scope levels, the first which
would include the most important interactive elements (keyboard, screen,
card entrance space, cash withdrawal space), and a second level of less-used
There is no
elements that could be placed at the limit of the accessible space. The
standard that
Canadian standard lays more emphasis on the aspects of presentation: size
focuses on the
of the characters (interior, exterior ratio, etc.), form, interlineal space,
psychologically
configuration of the columns, etc. The Australian standard is the most
disabled, with
complete and includes a basic screen with the most frequent options for the
possibility of
elderly or those with light psychological disabilities.
pictograms,
proposals for
The standards do not deal with the operative aspect all that much, or where
adapting the
they do it is only for blind people, without focusing on the elderly or those
operative aspect,
with other disabilities. There are no standards that focus on the
etc. and, therefore,
psychologically disabled, with the possibility of pictograms, proposals for
providing a
adapting the operative aspect, etc. and, therefore, providing a solution that
solution that
meets their needs.
meets their needs.


4.3 Physical accessibility

This section proposes a series of recommendations to solve the main physical
difficulties of disabled people when physically approaching a cashpoint
machine, encompassing aspects such as the positioning of them as well as
the arrangement of establishment: lighting, space, etc. Today the code of
accessibility regarding buildings and fixtures and fittings in public buildings
is much more developed.8 There are no detailed analyses regarding sizes, but
other factors are proposed that should be taken into account in order to
provide solutions for the disabled.

4.3.1 Location

Location of the bank
There are many
For blind people and other visually-impaired people, the first difficulty is that
design options for
of finding the bank and obtaining relevant information such as whether they
making the
will accept their card, if it is operative or if it carries out certain operations.
establishment
stand out to make
There are many design options for making the establishment stand out:
it easier to find
the bank and
• large and visible poster or sign,
terminal for
visually-impaired
• contrasting colours (yellow or white characters on black backgrounds),
people.
• larger letters (they should not, however, contradict the local urban
landscape regulations).

8 Everything referring to the access to the establishment, margins of manoeuvring, etc., it is
recommended consulting for more detail the regulation dealing with building aspects of the Codi
d’Accessibilitat de Catalunya (Accessibility Code of Catalonia) (Decree 135/1995 of the 24 March).

23

Combinations recommended regarding colour and contrast (Table 4.2):

Details Large surfaces
White Dark blue
Black Yellow
Green White
Red White
Blue White
Black White
Yellow Black
White Red
White Dark Green
White Black

For visually impaired people with an approximate sight of ten percent. The
minimum sizes of the signs will depend on the distance at which they can be
read.9 (Table 4.3)

Size
Distance
Minimum Recommended
≥5m 7.0 cm 14 cm

4m 5.6 cm 11 cm

3m 4.2 cm 8.4 cm

2m 2.8 cm 5.6 cm

1m 1.4 cm 2.8 cm

50 cm 0.7 cm 1.4 cm

Table 4.3: Sign size. (Source: ONCE)

The information relating to the bank and the operations in the terminals
must be correctly shown and placed. A comprehendible symbol system that
serves for both the elderly and people with slight intellectual disabilities can
be recommended.
9 Taking into account the height of the letter measured in the ‘e’ of the Snellen optotype.


Location of the terminal
There could be a
Finding the terminal also brings with it many problems for visually impaired
device that
people (for example when it is placed in a commercial centre or in a very big
activates a sound
branch). This is why sign regulations are recommended: large letters,
signal to
standing out with the use of more visible colours (that contrast with the
determine where
background) and which are properly illuminated. They would have to be
the terminal is (the
placed in the upper part, close to eye level (following the recommendations
service could be
mentioned in the previous section).
used for other
applications, such
There should also be an audible device that is activated with a device that
as traffic lights).
the visually impaired person carries with them. This card will turn on a sound
system that determines its location (the service could be used for other
applications, such as traffic lights).

Another highly recommendable option is of placing a
touch and sight-based edge-guide that guides the
person from the door of the entity to the terminal. In
public premises (such as commercial centres) or to
cashpoint machines that are on the outside, they can be
found by means of a pavement differentiator of some
1.20 x 1.20 m2 in front of the cashpoint machine (Fig. 4.7).

4.3.2 Access

The route leading to the automatic cashpoint machine
must be free of physical obstacles such as kerbs, pebbles, Figure 4.7: Pavement differentiator.
changes of level, projecting signs and even trees and (Source: ONCE)
bushes that may darken the surrounding area and cause
a sensation of fear and insecurity.10

When the entrance of the bank has a vestibule, this must have a large space
for people in wheelchairs to be able to move around freely. If a device is
required to enter the bank, for example by inserting a card, this must be well
indicated and at a height of between 0.7 -1.20 m. It must also be capable of
being used with one upper limb only.

The entrance to
The entrance to the premises should preferably have automatic doors. Regular
the premises
doors may cause problems for people with physical disabilities, not only those
should preferably
in wheelchairs, but also people with coordination difficulties for whom
have automatic
opening and closing the door is a real effort. The width of the doors is a
doors.
minimum of 0.8 m and should not require more than 20 N of effort to open it.

10 See the adapted route from the Codi d’Accessibilitat de Catalunya (Accessibility Code of Catalonia)
(Decree 135/1995 of the 24 March).

25

In some cases queuing up to use the cashpoint machines may cause
obstructions. A queue control method should be designed such as a variation
in the colour of the ground that maintains the privacy and security of the
user.

4.3.3 Position

The automatic cashpoint machine must be placed taking into account the
structure and location of the building (if it is in a building). It must be placed
in an area that presents no risk for disabled people, for example a corner.

Direct sunlight A key factor in deciding where to place an automatic cashpoint machine is
may diminish the the fact that direct sunlight may diminish the contrast on the screen and
contrast of the cause reflections. On these the lines the positioning must ensure the
screen and cause prevention of direct light or reflected sunlight or other source of light.
reflections. Aspects of environmental sound must also be taken into consideration.

4.3.4 Clear floor space

The area around the automatic cashpoint machine must be spacious, free of
obstacles with specific measurements that enable a person in a wheelchair
to move freely. This area measures 1.5 m x 1.5 m centred in front of the
terminal, without any waste bins or other furnishing that make passing
difficult: nor should there be the need to open any doors to reach it. In this
way the disabled person can reach the terminal directly or in parallel.

The surface must be levelled out and in no case should there be a slope of
more than 2% gradient.

The surface must not be slippery, and the pavement must be firm and
relatively smooth.

Also to be taken into consideration if there is more than one cashpoint
machine, placed alongside each other for example, the abovementioned
restrictions of the area must be maintained.

4.3.5 Illumination

The lighting in the whole area must be designed to facilitate the use of the
automatic cashpoint machine. It must be arranged so as to ensure safe
movement, providing the area with good visibility.


At ground level the minimum recommended light level is 50 lux in order to
be able to find an object that has been dropped on the floor.

The lighting of the interface of the cashpoint terminal must be 200 lux.
This must not cause reflections or directly dazzle. Shadows on the screen
must be avoided.

The automatic cashpoint machine must not be situated in places where poor
lighting impedes reading (dark areas or those with a lot of reflections). It
must be well lit at any time of day or night.

It is important to note that the noise that fluorescent lights sometimes make
can cause problems of interference to people with hearing aids. They should
be regularly checked.

4.3.6 Privacy and security

Automatic
Privacy is a very important premise when using an automatic cashpoint
cashpoint
machine. Automatic cashpoint machines must provide the same level of
machines must
privacy when information is being entered or received for all the users. This
provide the same
aspect does not only affect people with sensory problems, those who must
level of privacy
use wheelchairs cannot cover the screen with their bodies, and therefore
when information
may prefer the voice option with the screen blocked.
is being entered or
received for all
It is recommended that there is an area of use measuring 1.5 m x 1.5 m so
users.
that the user has sufficient space to protect their details. It is important for
there to be a visible mark that determines the area and at the same time
indicates to other users where to form a queue.

In the case where the automatic cashpoint machine has the use of voice it
must be possible to block the screen in order to protect the data.

On the other hand there must be an audible and visible mechanism that
advises in the case of forgetting the car or the money.

A ledge can be placed in front of or beside the interface where objects can
be left such as bags, purses, sticks, etc. so that the user’s hands are free. This
ledge must be visible (contrasting with the background) and must have
bevelled edges. Nevertheless, accessibility to the interactive elements must
not impede access for disabled people in wheelchairs (section 4.4.1).

27

4.4 Interface accessibility

This section analyses the problems of using cashpoint machines for
operations, having resolved physical accessibility, and with recommendations
for overcoming them.

The problems can be classified in access to interactive elements, use of the
enter and withdrawal devices in all the operations (instructions, responses,
etc.).

It also deals in a special way with identification and verification in order to
undertake operations.

4.4.1 Scope of the interactive elements

The elements that make up the interface must comply with a series of design
The elements that
requisites so that they are accessible, especially for the physically disabled.
make up the
interface must
There are different height and depth margins of the interface according to
comply with a
the characteristics of the cashpoint machine, the viewing angle of the panel
series of design
and to the types of positioning of the disabled user with wheelchair.11
requisites so that
they are
The idea behind the recommendations explained below is that they possess
accessible,
measurements that enable them to be used by the able-bodied as well.
particularly for the
physically
In all cases they must comply with the following:
disabled.

1. The interactive elements must be within the area of reach.

2. The panel (where the screen and the keyboard are) must be viewable
from a minimum angle of 45°.12

If, as well as the interactive elements, there are waste bins or recipients for
leaving or collecting envelopes or for other purposes, these must also comply
with the recommended margins of reach as laid down below.

11 Information supplied by SIRIUS.
12 The viewing angle is the angle formed by the plane of the panel and the central axis of
vision of an observer.

The first thing to consider are the anthropometric parameters that will be
used when recommending the measurements of automatic cashpoint
machine with different options for inclination of the panel in accordance
with the requirements for the viewing angles (Figure 4.8).

Interface

Interface
Figure 4.8: Anthropometric parameters. (Source: SIRIUS)

29

There are four options proposed that enable frontal approach by people in
wheelchairs according to the form of the cashpoint machine. (Figure 4.9)

Depth of reach
Depth of reach
Option 1 Option 2

Maximum height Maximum height
of reach of reach

Interface

Interface
Minimum height Minimum height
of reach of reach

Contour limit

Contour limit
Depth of reach
Depth of reach

Option 3 Option 4

Maximum height Maximum height
of reach of reach

Minimum height
Minimum height
of reach
of reach
Contour
limit

Figure 4.9: Design parameters for access to the interactive elements of automatic cashpoint
machines. (Source: SIRIUS)

The cases specified are determined by whether it is possible to place the knees
or part of the legs below the work surface (corresponding to the upper
figures), if they enable feet to be placed there (maximum 10 cm) or not if
there is space (lower figures):

• Option 1: Enables perfect front approach to the automatic cashpoint
machines, which have a scope of 0.7 m height and 0.35 m depth.
• Option 2: The scope is of 0.7 m height and 0.25 m depth.
• Option 3: The most restrictive in terms of the depth of the margin, since
there is no possibility of placing the legs. In this option, which enables the
feet to be accommodated, the scope is 1 m height and 0.1 m depth.
• Option 4: The elements of the automatic cashpoint machine must be placed
at the front in a margin of 1 m height. It is the most restrictive case of all.


4.4.2 Entering and withdrawing devices

All the elements
The operative controls and mechanisms must be usable with one hand and
must be correctly
should not have to be held tight, require a lot of pressure or the twisting of the
indicated and they
wrist. The effort required to activate the controls, to remove or insert elements,
must be easily
must not be more than 22.2 N.
distinguishable
from each other.
All the elements must be correctly indicated and they must be easily
They must be
distinguishable from each other. They must be distinguishable visually, by
distinguishable
touch and also by symbols.
visually and by
touch.
The interactive elements must be placed in a practical way. For example, as the
most common action of all is withdrawing money, the entrance section for the
card of bank book should be near so the user does not have to look for it.

The elements must be easily locatable visually and by touch.
The interactive
elements must be
We propose following the recommendations of the section (4.3.1 / 4.3.2)
placed in a
regarding colours, contrast with the surface and lettering. There must be
practical way.
lettering in Braille.

Entrance section
It is recommended that these sections have
one side in high relief or illuminated that
makes them easy to find, and that their form
is funnelled, helping in terms of insertion.
See figure 4.10:

Card Figure 4.10: Design of the card
The card must be easily identifiable, must be entrance sections. (Source: ONCE)
discernible from other cards: call cards for
example. For this reason we propose it has a
distinctive letter in high relief in a contrasting colour.

In order to be able to insert the card correctly, it must have a directional
indicator such as a notch of around 2 mm depth (Figure 4.11):

Figure 4.11: Orientation of cards. (Source: ONCE)

31

Bank book
It is important to insert the bank book with the last printed page open. On
these lines the recommendation is for a perforation system in order to be
able to detect the page by touch. For inserting we recommend the same
system as with the cards with the notches.

Keyboard
The keyboard must
The keyboard must be easily locatable and recognisable. It must be
be standardised in
standardised in terms of its arrangement, size and colours. The simplest
terms of its
method would be the use of the standard telephone model, with a marked
arrangement, size
number 5 as the directional point. The keys must be concave and non-slip.
and colours.

The recommended height of the keys must be ≥ 2 mm, and the separation
between them a minimum of 3 mm. The minimum size of the keys must be
10 x 10 mm and the numbering over them 5 mm.

The number and the function keys must be different.

The colours of the keys and the lettering must be contrasting to help in
finding them (in respect to the surface and the characters in respect to the
panel surface and the keyboard), and must have a surface that minimises any
shining reflection:

• Number keyboard: dark keys over a clear background, with the
numbering in white. It is recommendable to have the number in high
relief for touch recognition.

• The function keys must be separated from the number keyboard at a
minimum distance of 9 mm. They must be marked for touch recognition
and with a colour code (Table 4.4):

Key Touch symbol Colour
Confirm/continue O Green

Delete/correct | Yellow

Cancel X Red

Table 4.4: Function keys. (Source: ONCE)


The model proposed is the following (Figure 4.12):

Once the keys have been pressed
there must a sound confirmation that
the key has been activated. In this
way each selection will be recognised
visually (with the usual screen
system), audibly and by touch.

Alarm button
The alarm button is used to
communicate to someone in the bank
in case of a breakdown or any other
incident. It must be visible and easy to Figure 4.12: Keyboard. (Source: ONCE)
reach. It is recommended to be a
colour that contrasts with the
background.

We recommend an alternative communication system when there is an
incident, for example, the button for speaking with the person responsible for
emergencies (when the machine swallows the card, the money doesn’t come
out, etc.) for people with hearing problems, since they cannot communicate in
this way. A possible communication system could be by screen (with the
option of emergencies and sub-sections –with the most frequent cases–).

Screen
The screen must be visible from a point situated 1.015 m over the centre of
the free space specified in section 4.3.4 (1.5 m x 1.5 m) in front of the
machine.

The touch screen presents many difficulties for people with problems of sight The touch screen
and manual dexterity. A code could be devised to adapt it so that it shows presents many
the characters and at the same time avoids functioning by touch while the difficulties for
operations and instructions function by the keyboard. In this way the people with
adapted screen will have to be activated by means of an identifier included problems of sight
in the user’s card information or manually on the keyboard. and manual
dexterity.
The screen adapted to all those with sight problems must have characters
with a colour that contrast with the background. The b/w with negative
(black background and white letters) is the option for solving the majority of
problems (otherwise see Table 4.2 and 4.3 for recommended contrasts). A
dark background colour increases the contrast and reduces the effects of
glare and reflections.

33

As well as being standardised, it is recommended that they are in sans serif
font. The size proposed is 4.8 mm minimum height, based on the capital
setter “I”. It is recommended that the upper and lower case characters are
combined.

For people with coordination problems with cerebral paralysis, a possibility
could be another type of adapted screen. This group has problems pressing
an option or instruction in a small area, like those usually encountered.
In this case the touch screen must be able to continue working but with
much bigger icons (and perhaps reducing the number of options) to make
selecting them easier.

Speech output
So that blind
In order for blind people to be able to make any kind of operation in
people can do any
cashpoint machines an audible instructions system is recommended, whether
kind of operation
by using a telephone, mobile phone or headphones (the use of headphones is
in cashpoint
preferable because it frees both hands).
machines an
audible instruction
The system must be capable of producing by sound:
system is
recommended,
• The menu or instructions available in each operation (ensuring that a
whether by the
whole list of options does not appear after selecting one).
use of a telephone,
a mobile phone or
• Confirmation of the selection, enabling the user to change or cancel it.
headphones (the
use of headphones
• Error messages.
is preferable
because it frees
• The receipt for the operation that is normally issued as a printout. It
both hands).
does not need to include some details such as: location of cashpoint,
identification of cashpoint, day and time of the operation and account
number of the client. If the printed receipt duplicates the information
on the screen it is also not necessary to reproduce it. Finally it is not
required that printed copies of statements and cheques are audible.

Basically the system has to transmit all the information that a cashpoint
machine provides visually. If the cashpoint machine has other functions such
as pre-payment for mobiles, ticket sales, etc., all these options must be
adapted to the speech output option.

The exceptions are:

• Confidential information that is not visualised on the screen such as the
personal numbers (there would be indicative sound signals of the process).


• The advertisements or other information does not need to be interpreted,
at least while it is not key to undertaking an operation.

• Dynamic information that has not been recorded and cannot be
reproduced immediately, such as the user’s name, etc.

The sound instructions must be presented with good quality audio sound and
must be clear and with suitable rhythm. The user must be able to control the
volume. The sound must be synchronised with the written instructions on
the screen, though there must also be the option of annulling the
visualisation of the screen.

The method to start the speech output mode must be intuitive (i.e.
connecting a headphone or picking up a telephone). The first instructions
must also be available in Braille. Furthermore, one should consider a parallel
assistance system for people using the system for the first time.

This model may also be useful for people suffering from dyslexia or people
with general reading problems.

Response from the cashpoint machine
All the operations must be accompanied by sound signals that report on the
progress. These sounds may be: welcome, error, operation in progress and
waiting. Naturally this option must not overlap with the voice so as not to
have the opposite effect due to too many sound messages.

In some cases, for example if the automatic cashpoint machine is in a very
noisy place, it may not be audible, and so a simultaneous system of visual
signals is recommended, with an icon on the screen or a light. It will also be
useful for the deaf or those hard of hearing.

In the case of alarm signals they will also have to be accompanied by visual
signals for those with hearing problems.

Withdrawal sections
The action of withdrawing money, statements, receipts, envelopes or other The action of
things must be made easy to pick up, read and understand. We should take withdrawing
into account the fact that for people with little mobility the time allowed for money,
withdrawing items must be longer than usual, above all when different statements,
sequential actions are required (withdrawing the card, withdrawal of money, receipts, envelopes
etc.). A key could be activated that authorises a time extension (or for the or other things
screen to inform the user that the time can be extended by pressing a must be made
specific number or control key). easy to pick up,
read and
understand.

35

It has already been mentioned that the action should not require an effort
higher than 22.2 N.

Finally, to make the items easy to pick up they must project out a minimum of
25 mm. It is recommended for there to be a space free of obstacles around it
in a radius of 40 mm.

Regarding the printed matter issued it must be in sans serif font, minimum
12p, combining upper and lower case letters and contrasting with the
background. The correct maintenance of the printing machines in the
automatic cashpoint machines is very important in order to always provide
an acceptable quality. It is preferable to avoid formats in italics or shaded.

4.4.3 Operation

The purpose of the operation is to provide the appropriate information to be
able to use the automatic cashpoint machines properly. It must indicate
correctly what to do, and how, where and when to do it.

The operation must be adapted, just like the screen, to the requirements of
The operation
disabled people. The design must improve the current functions in terms of
must be adapted,
simplicity and accessibility.
just like the
screen, to the
The texts of the instructions must be short and simple (without losing on
requirements of
content, however). The messages provided by automatic cashpoint machines
disabled people.
may cause difficulties for people with cognitive or reading disabilities which
are why the procedures to undertake an operation must be consistent,
logical and focused on the operation. There must be no distractions (such as
additional advertisements, text in movement, etc.) or unexpected questions.
The number of instructions per screen could be limited.
It may be a good
idea to have In some cases it may also be a good idea to have alternatives to text such as
alternatives to pictograms or flow diagrams which may be more comprehensible for some
text such as groups (the elderly, people with difficulty reading, etc.). If this option is
pictograms or flow chosen there will have to be a mechanism to identify this type of user.
diagrams which
may be more The operation must include the same instructions as the non-adapted
comprehensible cashpoint machine, but can change the presentation in order to simplify its
for some groups use (for example with an initial screen with few options –the most common–
(the elderly, for the elderly) and an option that takes in the other operations. They must
people with also include intermediate screens that confirm the selection, or always add
reading the option of going to the previous menu. In the specific case of receiving the
difficulties, etc.). receipt it has been proved that the best thing is for the user to have this


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