Dr. Brad Fain Georgia Tech Research Institute


Difficulty Completing Device Related Activities



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Difficulty Completing Device Related Activities


Respondents estimated the difficulty they had in personally accomplishing activities in the previous year due to physical or cognitive limitations caused by a disability. Results are presented in Table 5. Values represent the mean value on the following scale: 1 = little or no difficulty, 2 = some difficulty, 3 = great difficulty. Users without vision reported great difficulty in performing the following activities:

  • Locating an ATM

  • Locating an accessible ATM

  • Making a cash withdrawal

  • Making a deposit

  • Checking account balances

  • Printing a statement

  • Reading a receipt

Low vision users reported some difficulty in locating an accessible ATM, making a deposit, and reading the receipt. Users without hearing or hard of hearing users reported little difficulty in performing the activities associated with ATM usage. Users with mobility impairments reported some difficulty in locating an accessible ATM, inserting the bank card, entering the PIN number, making a cash withdrawal, making a deposit, retrieving a receipt, and retrieving the bank card.

Table 5: Reported difficulty in Completing ATM Activities by User Type.



Activity

Blind

Low Vision

Deaf

Hard of Hearing

Upper Mobility

Lower Mobility

Locating an ATM

2.3 (0.9)

1.4 (0.6)

1.1 (0.4)

1.3

(0.6)


1.3

(0.5)


1.3

(0.5)


Locating an accessible ATM

2.7 (0.8)

1.8 (0.9)

1.2 (0.5)

1.5

(0.8)


1.9

(0.8)


1.9

(0.8)


Inserting the bank card

1.8 (0.9)

1.6 (0.7)

1.1 (0.3)

1.5

(0.8)


1.9

(0.8)


1.8

(0.8)


Remembering a PIN number

1.2 (0.7)

1.3 (0.7)

1.3 (0.6)

1.3

(0.6)


1.3

(0.6)


1.2

(0.5)


Entering a PIN number

1.7 (1.0)

1.5 (0.7)

1.2 (0.5)

1.5

(0.8)


1.7

(0.8)


1.7

(0.8)


Making a cash withdrawal

2.3 (0.9)

1.6 (0.7)

1.1 (0.2)

1.4

(0.7)


1.8

(0.8)


1.7

(0.8)


Making a deposit

2.6 (0.8)

1.7 (0.8)

1.1 (0.3)

1.5

(0.9)


1.9

(0.9)


1.8

(0.9)


Checking account balances

2.4 (1.0)

1.6 (0.8)

1.2 (0.6)

1.5

(0.8)


1.6

(0.8)


1.5

(0.8)


Printing a statement

2.5 (0.9)

1.6 (0.9)

1.1 (0.6)

1.3

(0.7)


1.6

(0.9)


1.5

(0.8)


Retrieving a receipt

1.8 (1.0)

1.6 (0.8)

1.1 (0.2)

1.4

(0.7)


1.8

(0.9)


1.8

(0.9)


Retrieving the bank card

1.6 (0.9)

1.5 (0.7)

1.1 (0.4)

1.4

(0.7)


2.0

(0.8)


1.9

(0.9)


Reading a receipt

2.9 (0.6)

1.8 (0.9)

1.2 (0.6)

1.3

(0.7)


1.3

(0.6)


1.3

(0.6)



Usefulness of Features


Participants were asked to estimate the usefulness of accessibility features associated with the device on a four-point scale. Values represent the mean value on the following scale: 1 = not useful, 2 = slightly useful, 3 = moderately useful, 4 = extremely useful. Features differed by disability type and therefore are presented as such. Table 6 presents the results of the assessment of the usefulness of ATM accessibility features for users without vision. Features associated with the operation of an ATM with voice displays (Talking ATM) were consistently rated as useful. However, users rated voice control of ATMs as moderately useful. Users also rated items associated with touch discernable keys (nib on the ‘5’ key, keys discernable by touch, and Braille labels) as useful.

Table 6: Usefulness of ATM Accessibility Features as Reported by Participants without Vision.



Feature

Mean (SD)

Private headphone jacks for Talking ATMs

3.7 (0.8)

Replay control for Talking ATMs

3.7 (0.8)

Instructions provided in audio

3.6 (1.0)

Raised area (nib) on the '5' key

3.6 (0.9)

Talking ATM (ATM with voice displays)

3.6 (0.9)

Volume controls for Talking ATMs

3.6 (0.9)

Ability to request additional time

3.5 (1.0)

Keys on the keypad that are discernible by touch

3.5 (1.0)

Pause control for Talking ATMs

3.5 (1.0)

Braille keypads

3.2 (1.2)

ATMs that can be controlled by a cell phone or PDA

2.9 (1.3)

Large keys for the keypad

2.6 (1.3)

Voice recognition for Talking ATMs

2.6 (1.4)

High contrast displays

1.7 (1.1)

Large fonts on the display

1.7 (1.2)

Large display screens

1.5 (1.0)

Table 7 presents the results of the assessment of the usefulness of ATM accessibility features for users with low vision. Users with low vision preferred to enhance the visual displays by increasing the contrast of the displays and introducing larger displays and keys, as opposed to using a voice display. Users with low vision also reported that the ability to request additional time is useful.

Table 7: Usefulness of ATM Accessibility Features as Reported by Participants with Low Vision.



Feature

Mean (SD)

High contrast displays

3.5 (0.9)

Ability to request additional time

3.4 (1.1)

Large display screens

3.4 (1.1)

Large fonts on the display

3.4 (1.1)

Large keys for the keypad

3.3 (1.2)

Replay control for Talking ATMs

3.2 (1.2)

Keys on the keypad that are discernible by touch

3.1 (1.4)

Pause control for Talking ATMs

3.1 (1.3)

Instructions provided in audio

2.9 (1.3)

Volume controls for Talking ATMs

2.9 (1.3)

Raised area (nib) on the '5' key

2.8 (1.5)

Private headphone jacks for Talking ATMs

2.7 (1.4)

Talking ATM (ATM with voice displays)

2.7 (1.3)

Voice recognition for Talking ATMs

2.6 (1.3)

ATMs that can be controlled by a cell phone or PDA

2.4 (1.3)

Braille keypads

2.4 (1.5)

Table 8 presents the results of the assessment of the usefulness of ATM accessibility features for users without hearing. Users rated accessibility features associated with providing text or graphical equivalents of auditory information as useful.

Table 8: Usefulness of ATM Accessibility Features as Reported by Participants without Hearing.



Feature

Mean (SD)

Visual alerts

3.8 (0.5)

Graphical instructions

3.6 (0.7)

Text equivalents for auditory information

3.6 (0.9)

Remote control (cell phone or PDA)

2.3 (1.5)

Table 9 presents the results of the assessment of the usefulness of ATM accessibility features for users that are hard of hearing. Users that are hard of hearing rated the usefulness of accessibility features associated with providing text or graphical equivalents of auditory information as useful. The rating scores of usefulness for users that are hard of hearing were slightly lower than scores associated with users without hearing.

Table 9: Usefulness of ATM Accessibility Features as Reported by Participants that are Hard of Hearing.



Feature

Mean

Text equivalents for auditory information

3.4 (1.2)

Visual alerts

3.3 (1.2)

Graphical instructions

3.2 (1.2)

Remote control (cell phone or PDA)

2.5 (1.5)

Table 10 presents the results of the assessment of the usefulness of ATM accessibility features for users with upper mobility impairments. Most users reported the listed accessibility features as being only moderately useful. The accessibility features receiving the highest scores were larger keys and increased spacing between the keys. Ease to press keys was also rated as a useful feature.

Table 10: Usefulness of ATM Accessibility Features as Reported by Participants with Upper Mobility Impairments.



Feature

Mean (SD)

Increased space between adjacent keys

3.1 (1.2)

Large keys for the keypad

3.0 (1.2)

Keys that may be operated without human contact

2.9 (1.4)

Touchscreen displays

2.9 (1.3)

Detachable controls

2.8 (1.4)

Replay control for Talking ATMs

2.8 (1.3)

Voice recognition for Talking ATMs

2.8 (1.4)

Rubberized keys

2.7 (1.4)

Concave (curved inward) keys on the keypads

2.6 (1.3)

Pause control for Talking ATMs

2.6 (1.4)

Talking ATM (ATM with voice displays)

2.6 (1.4)

Volume controls for Talking ATMs

2.6 (1.4)

ATMs that can be controlled by a cell phone or PDA

2.5 (1.4)

Raised area (nib) on the '5' key

2.5 (1.4)

Private headphone jacks for Talking ATMs

2.3 (1.4)

Table 11 presents the results of the assessment of the usefulness of ATM accessibility features for users with lower mobility impairments. Users rated the accessibility features listed in the survey as only moderately useful. Accessibility features associated with making the display screen easier to read (high contrast displays, large fonts, and large display screens) and larger keys were rated as most useful.

Table 11: Usefulness of ATM Accessibility Features as Reported by Participants with Lower Mobility Impairments.



Feature

Mean (SD)

High contrast displays

2.9 (1.3)

Large keys for the keypad

2.9 (1.4)

Detachable controls

2.8 (1.3)

Large display screens

2.8 (1.3)

Touchscreen displays

2.8 (1.3)

Large fonts on the display

2.7 (1.4)

ATMs that can be controlled by a cell phone or PDA

2.6 (1.4)

Keys on the keypad that are discernible by touch

2.6 (1.4)

Replay control for Talking ATMs

2.6 (1.4)

Voice recognition for Talking ATMs

2.6 (1.4)

Pause control for Talking ATMs

2.5 (1.4)

Voice Display (Talking ATM)

2.5 (1.4)

Instructions provided in audio

2.4 (1.3)

Volume controls for Talking ATMs

2.4 (1.3)

Private headphone jacks for Talking ATMs

2.2 (1.4)


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