Case study: Accessibility Guidelines

Picture of computer keyboard with icon of wheelchair and word 'accessibility' over it
Accessibility Button on Computer Keyboard

Australian Payments Network brought together a working group comprising a cross-section of member organisations including financial institutions and technology providers with the aim of making it easier for people living with vision and/or motor impairments to make transactions on point-of-sale (POS) touchscreens.

They required an external consultant with specialist skills to design and support the AusPayNet team with executing this ground-breaking initiative. Here’s a story of how the world’s first-ever Guidelines for Accessibility in PIN Entry on Touchscreen Terminals, were developed in collaboration with Perspective Hive.

Client industry:

Financial services

Project objectives:

Address access to Point of Sales touchscreen technology as a key step in efforts to ensure innovations in payments technology are accessible to the widest population.

Project design:

Due to the complex nature of the project involving multiple stakeholders and breaking new ground in this space, the project was developed and executed across four key phases:

  1. Design – establish project parameters and success measures.
  2. Consult – seek input from the disability community, particularly those living with vision and / or motor impairments, through a variety of input measures.
  3. Create – draft the Guidelines.
  4. Confirm – seek feedback from community and working group stakeholders and finalise document for launch.

Project execution:

A key focus was consulting people with lived experience of disability as well as peak industry advocacy bodies for people with disability to better understand the challenges they face and their needs.

The extensive consultation process involved workshops, one-on-one interviews and an online survey with over 250 stakeholders taking part. Workshop attendees included a range of peak advocacy groups, including Vision Australia, the Macular Disease Foundation, Guide Dogs Australia, the Royal Society for the Blind, Blind Citizens Australia, Deafblind Australia, the Cerebral Palsy Alliance, the Digital Gap Initiative, the National Ethnic Disability Alliance, the Australian Network on Disability, and the Centre for Inclusive Design as well as the Disability Discrimination Commissioner.


The ability to enter PINs independently on touchscreen-only POS devices, without compromising personal security, can be challenging for some people living with disability. Our guidelines are a big step forward in helping overcome these challenges. It is our hope that the principles underpinning the guidelines quickly become the norm in the design and procurement of touchscreen terminals used in Australia

AusPayNet CEO, Andy White

The consultation uncovered that people living with vision and motor impairment can find it difficult to enter their PIN on touchscreen point-of-sale (POS) devices, not being able to see or feel the screen information. This may lead to limiting the value of purchases to under the $100 limit for no-PIN contactless payments or relying on others for assistance, which can compromise their privacy and security.

The findings informed the development of five guiding principles to assist in the assessment, procurement and design of touchscreen payment devices:

·  Embed accessibility into payment projects

·  Make equity and inclusion fundamental

·  Overlay security and privacy as critical factors

·  Consider the end-to-end user experience

·  Work to increase accessibility capability and awareness

We engaged Grazia to support us with the development of Guidelines for Accessibility on Touchscreen Terminals. Our intention was to co-create the guidelines with the disability community, and Grazia expertly facilitated our community workshops, interviews and online survey – demonstrating her extensive knowledge and experience in engaging with the community.  Grazia’s guidance and support at each stage of the project, and her authentic, professional and thoughtful approach, was instrumental to our success. It was an absolute pleasure to collaborate with Grazia on this ground-breaking project, and I would not hesitate to recommend Grazia to anyone who needs support with enhancing accessibility and inclusivity for the benefit of all”.

Nancy Bryla, General Counsel & Company Secretary, Australian Payments Network

The Guidelines for Accessibility in PIN Entry on Touchscreen Terminals were released on International Day of People with Disability.

Interested in this capability? Get in touch and let’s discuss how this service offering can help your organisation embed diversity and inclusion as a strategic business imperative.