Adaptability of cashpoints for the disabled

Adaptability of cashpointsfor the disabledNormalisation proposalRESEARCH DEPARTMENTJULY 2006

Adaptability of cashpointsfor the disabledNormalisation proposalRESEARCH DEPARTMENT - JULY 2006

FUNDACIÓ BARCELONA DIGITALResearch DepartmentCoordination: Circe Serra Vallmitjana (FBD)Work team: Lucía Arévalo Luna (FBD)Arturo Ortega Mansilla (FBD)Eduard Pauné i Xuriguera (FBD)Ramiro Sánchez-Crespo DalmauWith the cooperation of: Department of Welfare and Family, Centre SIRIUS Centre forpersonal autonomy, Municipal Institute of Disabled People and the ONCE organisation.

ADAPTABILITY OF CASHPOINTS FOR THE DISABLED1. Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52. Objectives of the study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74. Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84.1 Analysis of the disabled population . . . . . . . . . . . . . . . . . . . . . . . . . .84.1.1 Disabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84.1.2 Numerical data of the disabled population and typology . . . . .94.2 International benchmarking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144.2.1 USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144.2.2 Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144.2.3 The United Kingdom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164.2.4 Australia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .174.2.5 Comparative of international regulations . . . . . . . . . . . . . . . . .184.3 Physical accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234.3.1 Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234.3.2 Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .254.3.3 Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264.3.4 Clear floor space . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264.3.5 Illumination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .264.3.6 Privacy and security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27ADAPTABILITY OF CASHPOINTS FOR THE DISABLED3

4.4 Interface accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .284.4.1 Scope of the interactive elements . . . . . . . . . . . . . . . . . . . . . . . .284.4.2 Entering and withdrawing devices . . . . . . . . . . . . . . . . . . . . . . .314.4.3 Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .364.4.4 Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .374.5 Analysis of the disabilities feasible for adaptation . . . . . . . . . . . . .384.6 Definition of an adapted cashpoint machine . . . . . . . . . . . . . . . . . .414.7 Regulatory proposal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .444.7.1 Norms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .444.7.2 Compendium of the adapted cashpoint machine . . . . . . . . . . .444.7.3 Lines of action . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .455. Bibliography . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .476. Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .494 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

1. BACKGROUNDOur society has a group of people with different levels of disability who mayencounter serious problems when using the banks’ automatic cashpointmachines. These obstacles are often related to accessibility to the spaces butthey are also often due to the interface between the user and the cashpoint.The difficulties in access cause discrimination against these people comparedto the regular use of these services by the able-bodied public. The cashpointmanufacturers have taken on board the regulations referring to full accessibilityto cashpoint machines, for example in countries such as the United States. Interms of the community and national situation, the reality is that the lackof regulations providing guidelines of these characteristics means that theadaptability of cashpoint machines for the disabled population is notguaranteed, and the situation and accessibility of the automatic cashpointmachines depends on the goodwill of the banking sector, which at the sametime finds itself in a field where it has no references to act accordingly.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED5

2. OBJECTIVES OF THE STUDYThe objectives of the study are formed by two considerations:On the one hand, this study arises out of the non-existence of specificlegislation regarding the adaptability of automatic cashpoint machines forthe disabled.The second consideration is that the object of the study is to present aproposal open to everyone, and which must facilitate the beginning of workto ensure the normative takes shape, through a process of dialogue andconsensus 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 useof the banks’ automatic cashpoint machines. To study how the disabledinteract with the cashpoint machines and evaluate the difficulties ofaccessibility.• To define the design parameters that must be complied with so that theyact as a guideline for adapting the cashpoint machines, in terms of boththeir physical and operational access, for the different types of disability.• To establish the rules of a standardisation project regarding accessibility ofcashpoint machines.• To promote the creation of a stamp or mark of certification with institutionaland/or official support that certifies the cashpoint machines and theirinstallation in bank branches.6 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

3. INTRODUCTIONThis study contains a proposal for the regulation of automatic cashpointmachines so that they are both physically an operatively accessible todisabled people.To prepare this the regulations have been analysed of other countries such asthe USA, Canada, Australia and the United Kingdom, and the recommendationsthat they specify have been evaluated, so that all the elements can beintegrated and at the same time adapted to the local social and culturalcharacteristics.It has also had the opinion of organisations working around disabilities inorder to ratify the proposal. Interviews have been held with the Departmentof Welfare and Family, the Municipal Institute of Disabled People, theCOCARMI association (Catalan Committee of Disabled People ), the ONCEorganisation, the Assessment Council for the Elderly and the SIRIUS Centrefor personal autonomy (Service of the Department of Welfare and Family),among others.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED7

4. STUDY4.1 Analysis of the disabled population4.1.1 DisabilitiesThis section examines the main disabilities and deals with the peopleaffected in the use of cashpoint machines.They can be grouped according to their type:• Physical: Coordination: manual dexterity reduction in functioning of arms andhands that may affect pressing or movement) and mobility (total orpartial reduction in legs, or muscular disorders or those of posture andmovement. Non-coordination: includes people with chronic illnesses such as heartdisease, kidney problems, etc. It is a group classified as physicallydisabled because they have special needs: they tire more quickly thanusual, etc.• Sensory: the study focuses mainly on the visual disabilities, even thoughthere are aspects that effect people with hearing disabilities that havealso 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 nothave 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 anyspecial need in order to use automatic cashpoint machines.The elderlyexperiencedifferent types ofdisabilities:physical, sensoryand psychological.• The elderly: this group includes different types of the abovementioneddisabilities: vision loss (loss of sharpness of vision, focusing, sensitivity tocontrasts, decrease in making out colours, loss of peripheral vision),decrease in hearing, cognitive limitations: dementia, loss of memory,perceptive (for speaking, responding, listening), resolving problems,language.8 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

4.1.2 Numerical data of the disabled population and typologyBelow there is an analysis of the disabled population so that we can make aglobal and specific evaluation of the problem, as well as the tendencies(ageing of the population, disabilities on the increase –for examplevision–,etc). The study therefore focuses on the characteristics of ourpopulation.Demographically speaking, it is estimated that the industrialised countrieshave between 8 and 12% of people with disabilities, a proportion thatincreases due to the ageing of the population and the greater level ofrecovery that modern medicine allows people who have suffered illnesses oraccidents.In Spain there are about 5 million disabled people, representing 9% of thepopulation.By Autonomous Communities, the rates vary slightly in some of them, themajority being in Ceuta, Melilla, Andalusia and Murcia, where the rateincreases approximately 25% compared to the state-wide percentages. Interms of numbers of people, the communities with the higher number ofdisabled are those Andalusia, Catalonia, Madrid, Valencia and Castilla y León.In Spain there areabout 4 milliondisabled people.The figures for Spain are similar to the figures at a European level, where it isestimated that 10-15% of the population is disabled, although there aredivergences of data in terms of the degree of disability considered in thedifferent countries (moderate or severe).Moreover, today the population aged over 70 is beginning to be included inthe disabled group. It has already been mentioned that these people havesimilar problems regarding sight, mobility, etc. This group will cause thenumber of people in the disabled sector to rise greatly. We are experiencing aprocess of demographic ageing in all the European cities, which in cities suchas Barcelona is evident in a very strong way (16% of the population is agedover 70). From this we could state that in Barcelona around 25% of thepopulation has difficulties in using automatic cashpoint machines due totheir disabilities.The evaluation of types of disability and their level is undertaken through theWHO International Classification of Functioning, Disability and Health andthe tables produced by the American Medical Association for evaluating dailyactivities. The team carrying out the evaluation is a multidisciplinary team(doctors, psychologists, etc.) that evaluates different aspects (both physicaland social). The degrees of disability are the following:ADAPTABILITY OF CASHPOINTS FOR THE DISABLED9

1. The first group corresponds to a disability level of between 33% and 64%,which includes people with disability with a level of personal autonomythat 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% orabove.In Catalonia the total registered disabled population is 356,530 people,which is the equivalent of approximately 5% of the population, that is tosay, of the estimated disabled population of Catalonia (a total of 9%), only5% are registered and with the determining factors of a disabled person.Added to these figures for the registered population we should also includethe slightly disabled who for various reasons have not been registered (forexample those within the elderly group, due to lack of awareness, etc.), orwho are on the limit but who on the other hand would also benefit from thestandardisation of automatic cashpoint machines. It is also worth notingthat people who are temporarily less mobile (pregnant women, people withtheir limbs in plaster, with crutches, etc.) are also not counted.From the figures registered at the Department of Welfare we can see whatthe rate of incidence is according to the type of disability 1 (Figure 4.1):Physical coordinationPhysicalnon-coordinationSensory visualSensory hearingPsychologicalMentally illNot registered0 20,000 40,000 60,000 80,000 100,000 120,000 140,000Figure 4.1: People with disability by type. Total figures 2005.(Source: Department of Welfare and Family. General Secretariat. Produced from the databaseof disabled people).1 The tables include the “not registered” section, which includes the situations erroneously coded andthose codifications that cannot be included in any of the large groups.10 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

Grouped according to the most general classification: physical, sensoryand psychological (Figure 4.2):PhysicalSensoryMore than210,000 people inCatalonia have aphysical disability.PsychologicalNot registered0 50,000 100,000 150,000 200,000 250,000Figure 4.2: People with disability by type: physical, sensory and psychological. Total figures.2005. (Source: Department of Welfare and Family. General Secretariat. Produced from thedatabase of disabled people).From the group of visually-impaired disabled, according to information fromthe ONCE we obtain the following proportion among the disabled withminimum sight and blindness (Figure 4.3):Blindness22%Visualimpairment78%Blindness: absence ofsight or only theperception of light.Visual impairment:maintenance of a visualstate that is functionalfor daily life (movingaround, 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 sightdisability is that stipulated for both eyes in one of the two following visualstates (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 perceivespecial details.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED11

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 ofspace 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 themembers of the ONCE.If we analyse the group according to the age of the person (Figure 4.4):From 0 to 6From 6 to 16From 16 to 19From 20 to 34From 35 to 44From 45 to 54From 55 to 64From 65 to 74From 75 and aboveFigure 4.4: Disabled people by age group. Total figures. 2005.(Source: Department of Welfare and Family. General Secretariat. Produced from the databaseof disabled people).Nearly 70% ofdisabled peopleare aged over 45.We can see that more than 70% correspond to people aged over 45 and over40% are more than 65. In terms of the study, minors aged 16 and under arenot affected, although on the other hand they represent a percentage of lessthan 4%.12 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

If we look into the evolution for 2001 (Figure 4.5) we see a notableincrease in all the types of disability, caused mainly by the ageingpopulation. Mental illness amongst young people has rocketed.Physical coordinationPhysical non-coordinationSensory visualSensory hearingPsychologicalMentally illNot registered0 20,000 40,000 60,000 80,000 100,000 120,000 140,000Figure 4.5 Evolution of disabled (2001-2005)ADAPTABILITY OF CASHPOINTS FOR THE DISABLED13

4.2 International benchmarkingThis section looks into the legislation and regulations that are already inforce or are in the process of being implemented in other countries. The mostadvanced in terms of this type of measure have been chosen such as theUSA, United Kingdom, Canada and Australia.4.2.1 USAIt has the American with Disabilities Act, a legal instrument that aims toensure equal opportunities for the disabled. Even in 1992 a series ofregulations were introduced relating to automatic cashpoint machines,which at the time ensured physical accessibility to the machine and theoperative elements. It contained a section devoted to the visually disabled,but it was ambiguous since it only stated that the information had to beinterpretable by this group. A workgroup was set up in 2002 to update thelegislation in questions of operative accessibility and other aspects thatcould be improved due to technological changes. 2 The new regulation iscurrently the defined regulation. 3In the USA theremust always be acashpoint machineadapted for thedisabled whichcomplies with theregulation.In Canada there isa Human RightsCommission thatdraws up policyand guidelinesreferring to humanrights.Regarding the adaptation of the automatic cashpoint machines theregulation states that wherever there are automatic cashpoint machinesthere must always be one adapted according to the norm. If the banks haveindoor and outdoor cashpoint machines then they are considered twodistinct spaces. There must the guarantee that all the functions provided toclients who use adapted cashpoint machines: it is unacceptable that they areonly inside the bank since they cannot offer a 24/7 service, or that thesecashpoint machines can only be used for taking out money while the otherscan also be used for selling cinema tickets.Alongside the regulation, at the end of the 1990s in the USA, they began todevelop speech output systems for using automatic cashpoint machines,promoted by groups for the defence of the visually disabled. The firstautomatic cashpoint machine was placed inside the San Francisco City Hallin 1999. The banks have begun to deploy automatic cashpoint machines withservices such as speech output throughout the country.4.2.2 CanadaIn 1982 the Canadian Charter of Rights and Freedom was pushed forward. 4For the first time at an institutional level it dealt with prohibitingdiscrimination for reasons of physical, sensory or mental disability.2 United States Access Board 3 Available online at 4 More information at 14 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

Section 15 of the Charter makes it illegal for the Canadian authorities todiscriminate 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 toprotect individuals from discrimination. The Canadian Human Rights Tribunalapplies these principles to cases that have been forwarded by the CanadianHuman Rights Commission). The Tribunal is similar to a court of law and actsin an independent and impartial way. It is less formal and only deals withcases of discrimination. The Canadian Human Rights Tribunal deals withcases that have been taken up by the public. The Human Rights Commissiondraws up policies or guidelines concerning human rights.In 1994 the Canadian Human Rights Commission undertook a study aboutadapting the cashpoint machines for the disabled. As a result of this,different initiatives arose such as the Canadian Bankers Association’s Reportor that of Betty Dion Enterprises Limited (BDEL) which each presentedstudies about automatic cashpoint machines.The Canadian Bankers Association’s Report proposed a series ofrecommendations that made the maximum use of automatic cashpointmachines. One of the most important recommendations was the cashpointmachines with speech output for blind or visually impaired people. The resultof the report was to develop an automatic cashpoint machine with aninteractive speaking system, and it was placed in Ontario in October 1997.This day marks the date of the first automatic cashpoint machine of its kindin the world (picture of the cashpoint machine in Figure 4.6).The first automaticcashpoint machinewith speechoutput was placedin Ontario inOctober 1997.Moreover, the Canadian Standards Association (CSA) developsstandards addressed to real needs. It has issued a standard relatedto accessibility of the disabled to automatic cashpoint machines.The standard drawn up by the CSA was used as a reference in theabovementioned studies. This standard has been used as a way ofrecommending a series of minimum levels. It has no legal standing.Nevertheless, the fact of having a standard that proposesalternatives gives more weight when complaining to the Tribunal.Figure 4.6: Picture of the firstcashpoint machine in the world withspeech output (Source: FinancialGroup).ADAPTABILITY OF CASHPOINTS FOR THE DISABLED15

4.2.3 The United KingdomIn 1995 the Disability Discrimination Act was introduced (DDA), whichprotects the legal rights of the disabled. These cover occupation, access toservices, education, transport and housing. 5Part III of the act is based on the principle that disabled people must not bediscriminated 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 duringoffice hours and from automatic cashpoint 24 hours a day. While thisservice is in operation when the counter service is closed, the bank mustprovide an additional service subject to that stipulated in the DDA.- Banks provide a cashpoint machine in a commercial area or another kindof public place (supermarket, airport, trade fair, etc...). The bank isresponsible for ensuring the service is not discriminatory, while theorganisation responsible for the site where the cashpoint machine isplaced must ensure that a disabled person has physical access to it (freeof obstacles, etc.).In the UnitedKingdom there isthe DisabilityRightsCommission, anindependent bodyfounded in 2000by Parliament tostopdiscrimination andencourage equalopportunities forthe disabled.According to Section 21 of the Act, providers of services have the legalobligation to make reasonable adjustments so that physical barriers can besurpassed, but there is no regulation that standardises accessibility, thedefinition of “reasonable” not being determined by the law.The Disability Rights Commission is an independent body founded in 2000 byParliament in order to stop discrimination and encourage equal opportunitiesfor disabled people. The Commission provides advice to these people, offersthem legal aid to defend their rights, and organises activities in order tochange policies, practices and awareness, among other aspects.In terms of standards there is the British Standard BS 8300:2001 “Design ofBuildings and their approach to meet the needs of disabled people” whichcovers the more physical aspect of accessibility. The Centre for AccessibleEnvironments has produced a report with recommendations and proposals, inthe form of a standard, to adapt automatic cashpoint machines.5 More information at 16 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

4.2.4 AustraliaSince 1986 in Australia the Human Rights and Equal OpportunityCommission has been working. It is an independent national regulatorygovernmental body. It was established by a Federal Parliamentary Act, theHuman Rights and Equal Opportunity Act.Regarding the legislation concerning the disabled, in 1992 the AustralianDisability Discrimination Act was passed, in order to protect the disabled andensure that they have the same rights. 6Section 24 refers to Goods, Services and Facilities, stating that it is unlawfulfor anyone providing this type of service to discriminate against disabledpeople on the condition that it does not impose unjustifiable hardship on theperson who provides the goods, services or makes the facilities available.In terms of standards, in 1990 Australia drew up a standard referring to accessand use of automatic cashpoint machines. It studied the main difficulties thatthe disabled encounter, and made a series of recommendations.In 2000 the Commission produced a report to detect accessibility problemsregarding e-commerce, which included automatic cashpoint machines,telephone banking, internet banking and PST (Point of Sale Terminals). Itshowed quite clearly that there were serious problems with all of them.As a result the Accessible E-Commerce Forum was held, attended byrepresentatives of the government, banks, manufacturers and many entitiesconnected to the question. The aim was to make people aware of thesituations and look for ways of improving it.The Australian Bankers Association confirmed its involvement andestablished a working team and a plan of action to develop standardsrelating to e-commerce. The work concluded in April 2002. 7From this initiative the standards have been taken on board by the majorityof the larger banks in Australia and the automatic cashpoint machines aregradually being replaced.In 2000 the HumanRights and EqualOpportunityCommission ofAustralia produceda report fordetectingaccessibilityproblems in e-commerce, whichincludedautomaticcashpointmachines,telephonebanking, internetbanking and PST(Points of SaleTerminals).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>ADAPTABILITY OF CASHPOINTS FOR THE DISABLED17

4.2.5 Comparative of international regulationsBelow is a table comparing the proposals and regulations (in the case ofNorth America it is legislation).LocationUSA Canada United Kingdom AustraliaSuitableindications(touch-wise)Suitableindications(lighting,signposting)Suitableindications (withsound, touch-wise-pavement)AccessComplies with itsregulationsComplies with itsregulationsComplies with itsregulationsSpace free ofobstaclesAutomaticallyopeningdoorsWide doors0.8-0.85 mWide doors:0.8-0.9 mPHYSICAL ACCESSIBILITYPlacementInsertion of controlcards: 0.75-0.9 mheight, correctlyindicatedMaximum forcerequired 20 NInsertion of controlcards: 0.75-1 mheightConsiders aspectsof security, environmentalprotection,sound...Maximum forcerequired 19.5 NInsertion ofcontrol cards:0.9-1.10 mheight.Better placed onthe leftConsiders aspectsof design, security,sound, illumination...Clear floor space 0.76 m x 1.22 m2.08% slope1.5 m x 1.5 m(without includingthe doormovement)1.5 m x 1.5 m2% slope1.5 m x 1.5 m2.5% slopeIllumination100-300 Lux(uniform)100 Lux in thesetting200 Lux min.Avoids shadowsand reflections200-300 LuxAvoids reflections200-300 LuxAvoids reflectionsFluorescent soundFluorescent sound18 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

Privacy andsecurityUSA Canada United Kingdom AustraliaRespects the clearfloor spaceOption of blockingthe screen(using the speechoutput) for dataprotectionRespects the clearfloor spaceLedge: maximumdepth of 0.25 mand 0.86 mmaximum heightRespects the clearfloor spaceLedge: minimumheight of 0.7 mVisual and soundmechanisms inorder not toforget the card ormoneyLedge: depth0.15-0.25 m and0.75-0.9 m heightNTERFACE ACCESSIBILITYLevels ofreach of theinteractiveelementsPossibility ofcloseness fromfront or side.Edges dependenton whether thereare lowerobstacles.In general thearea covered is0.38-1.22 mheight, 0.5 mdepth (if there isan obstacle themaximum heightis 1.17 m)(pictures inappendix 6.4.1)Possibility ofcloseness fromfront or side.O.68 m height and0.36 m depth freefor placing theknees.No object can stickout more than0.04 m.Receptacles in thearea of reach.Waste bins cannotobstruct the way.Bar for holding onto.Possibility ofcloseness fromfront and side(there are differentpossibilitiesregarding thewidth and heightof the edges).0.75 height-0.185 mdepth, extendibleto 0.23 m.Possibility offrontal closeness.0.75-1.100 mheight (possibilityof 1.2 m throughsecondaryoptions).0.2 m depth(possibility of 0.3through secondaryoptions). With0.35 m of depthfor the knees(pictures inappendix 6.4.2).Keyboard angle(15° or 75°)Bar for holding ontoADAPTABILITY OF CASHPOINTS FOR THE DISABLED19

NTERFACE ACCESSIBILITYEntrancedevicesUSA Canada United Kingdom AustraliaUsable with onehand, without theneed to pull ortwist the wrist.Keyboard with 5indicated.Telephone /computernumbering.The keys mustcontrast with thesurface.Componentsindicated (visually,with lighting, bytouch).Usable with onehand.Identification ofcard andorientation.Keyboard with 5indicatedtelephonenumbering.15 mm x 15 mmminimum.Concave andnon-slip.Minimum heightof 1 mm.Separationbetween numericalkeys 3.2 mm.Function keys tothe right of thenumbers:correction/ cancelX red, delete Iyellow, confirm 0greenForms an anglewith respect to thehorizontal 10-45°.Componentsindicated (visually:flashing light,touch-wise,symbols throughgraphics). Usablewith one hand.Indication on thecard regardingorientation.Keyboard with 5indicated.Telephonenumbering15 mm x 15 mmminimumConcave andnon-slipMinimum heightof 1 mmSeparationbetween numericalkeys 3.2 mmSeparationbetween numericaland function keys9.6 mmFunction keys tothe right of thenumbers:Correction / cancelX red. Delete Iyellow, confirm 0greenComponentsindicated (visually,touch-wise, withsymbols)Usable with onehandPossibility ofentering throughvoiceidentification ofcard andorientationKeyboard with 5indicatedTelephonenumbering15 mm x 15 mmminimumConcave andnon-slipMinimum heightof 1 mmSeparationbetween numberkeys 3.2 mmFunction keys tothe right of thenumbers:correction /cancel (by touch:X, colour: red);delete (by touch I,colour yellow);confirm (0, green)Effort required toactivate keys,maximum of 7 N20 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

NTERFACE ACCESSIBILITYExitdevicesUSA Canada United Kingdom AustraliaSans serif font.Characters mustbe 4.8 mm tall.They mustcontrast with thebackgroundBrailleinstructionsPossibility ofspeech output:Obligation tocarry out all theinstructions(contemplatingexceptions),earpiece cablesmaximum lengthof 0.735 mSound and visualsigns of theprocessMinimum 25 mmprojectionMaximum effort toremove 22 NCharacters mustcontrast with thebackground. Sansserif fontWidth-height ratioof character0.1-0.2Space betweenletters 0.1 or 0.2times the height ofthe characterMixture upper casewith lower caselettersPossibility ofspeech outputPrinted text: sansserif font, 14p,upper and lowercase.ContrastMinimumprojection 25 mm.Free area in radiusof 40 mmMaximum effort toremove 22.2 NScreen: the biggerthe betterColours contrastedCharacter sans seriffont. Mixture uppercase and lowercase. If it isadapted to themeasure it shouldbe 16pTouch screen, cells22 x 22 mmSound signals ofprocess and visualsignals (icons onthe screen)Possibility ofspeech outputMinimumprojection of 25mmMaximum effortto remove 22 NScreen:the informationmust contras by30% with thebackgroundCharacter sansserif font. Mixtureof upper andlower casePossibility ofadapting thescreen for easyreading andcontrolled viathe keyboardPossibility ofspeech outputSound signals ofprocess and visualsignalsPrinted text: sansserif font, 12p,upper and lowercase.ContrastingOperativeIdentificationPossibility ofextending the timeof the transactionGraphic or symbolinstructionsSaving of text inmovementPersonalisation ofscreen change timeand operationSimple languageDefining preferredoperationPossibility ofextending the timeof the transactionWithoutpublicity duringthe operationsSaving of text inmovementSystemscontrol biometricsTable 4.1: International proposals.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED21

Currentinternationalstandards aresimilar andsupport a series ofmeasures that aimto make physicalaccessibility easierand to include thecapacity forspeech output toreach the blind.There is nostandard thatfocuses on thepsychologicallydisabled, withpossibility ofpictograms,proposals foradapting theoperative aspect,etc. and, therefore,providing asolution thatmeets their needs.Current international standards are similar and support a series of measuresthat aim to make physical accessibility easier and to incorporate the capacityfor speech output in order to reach the blind.There are small differences in the measures: measurements, efforts, distances(some more restrictive than others) and also in specific aspects where onestandard appears more detailed than another.The standard in the USA is the least restrictive regarding measurements(surface area of free space, extent of reach, etc.) and also in terms ofrequisites (less recommendations, more flexibility, etc.). This is due to thefact that it is not a proposal but a regulation that must be complied with. Onthe other hand, however, it is the one that goes into more detail aboutspeech output, specifying what must be complied with, what exceptionsthere may be, etc. precisely for this legislative reason.The other three standards encompass practically the same aspects. In theUnited Kingdom there are many proposals about the measurements of thecashpoint machines, giving many options for cashpoint machines in order tobe able to design a model that works for people without disability andpeople in wheelchairs. It also looks into two scope levels, the first whichwould include the most important interactive elements (keyboard, screen,card entrance space, cash withdrawal space), and a second level of less-usedelements that could be placed at the limit of the accessible space. TheCanadian standard lays more emphasis on the aspects of presentation: sizeof the characters (interior, exterior ratio, etc.), form, interlineal space,configuration of the columns, etc. The Australian standard is the mostcomplete and includes a basic screen with the most frequent options for theelderly or those with light psychological disabilities.The standards do not deal with the operative aspect all that much, or wherethey do it is only for blind people, without focusing on the elderly or thosewith other disabilities. There are no standards that focus on thepsychologically disabled, with the possibility of pictograms, proposals foradapting the operative aspect, etc. and, therefore, providing a solution thatmeets their needs.22 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

4.3 Physical accessibilityThis section proposes a series of recommendations to solve the main physicaldifficulties of disabled people when physically approaching a cashpointmachine, encompassing aspects such as the positioning of them as well asthe arrangement of establishment: lighting, space, etc. Today the code ofaccessibility regarding buildings and fixtures and fittings in public buildingsis much more developed. 8 There are no detailed analyses regarding sizes, butother factors are proposed that should be taken into account in order toprovide solutions for the disabled.4.3.1 LocationLocation of the bankFor blind people and other visually-impaired people, the first difficulty is thatof finding the bank and obtaining relevant information such as whether theywill accept their card, if it is operative or if it carries out certain operations.There are many design options for making the establishment stand out:• large and visible poster or sign,• contrasting colours (yellow or white characters on black backgrounds),• larger letters (they should not, however, contradict the local urbanlandscape regulations).There are manydesign options formaking theestablishmentstand out to makeit easier to findthe bank andterminal forvisually-impairedpeople.8 Everything referring to the access to the establishment, margins of manoeuvring, etc., it isrecommended consulting for more detail the regulation dealing with building aspects of the Codid’Accessibilitat de Catalunya (Accessibility Code of Catalonia) (Decree 135/1995 of the 24 March).ADAPTABILITY OF CASHPOINTS FOR THE DISABLED23

Combinations recommended regarding colour and contrast (Table 4.2):DetailsWhiteBlackGreenRedBlueBlackYellowWhiteWhiteWhiteLarge surfacesDark blueYellowWhiteWhiteWhiteWhiteBlackRedDark GreenBlackFor visually impaired people with an approximate sight of ten percent. Theminimum sizes of the signs will depend on the distance at which they can beread. 9 (Table 4.3)SizeDistanceMinimum Recommended≥ 5 m 7.0 cm 14 cm4 m 5.6 cm 11 cm3 m 4.2 cm 8.4 cm2 m 2.8 cm 5.6 cm1 m 1.4 cm 2.8 cm50 cm 0.7 cm 1.4 cmTable 4.3: Sign size. (Source: ONCE)The information relating to the bank and the operations in the terminalsmust be correctly shown and placed. A comprehendible symbol system thatserves for both the elderly and people with slight intellectual disabilities canbe recommended.9 Taking into account the height of the letter measured in the ‘e’ of the Snellen optotype.24 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

Location of the terminalFinding the terminal also brings with it many problems for visually impairedpeople (for example when it is placed in a commercial centre or in a very bigbranch). This is why sign regulations are recommended: large letters,standing out with the use of more visible colours (that contrast with thebackground) and which are properly illuminated. They would have to beplaced in the upper part, close to eye level (following the recommendationsmentioned in the previous section).There should also be an audible device that is activated with a device thatthe visually impaired person carries with them. This card will turn on a soundsystem that determines its location (the service could be used for otherapplications, such as traffic lights).There could be adevice thatactivates a soundsignal todetermine wherethe terminal is (theservice could beused for otherapplications, suchas traffic lights).Another highly recommendable option is of placing atouch and sight-based edge-guide that guides theperson from the door of the entity to the terminal. Inpublic premises (such as commercial centres) or tocashpoint machines that are on the outside, they can befound by means of a pavement differentiator of some1.20 x 1.20 m 2 in front of the cashpoint machine (Fig. 4.7).4.3.2 AccessThe route leading to the automatic cashpoint machinemust be free of physical obstacles such as kerbs, pebbles,changes of level, projecting signs and even trees andbushes that may darken the surrounding area and causea sensation of fear and insecurity. 10Figure 4.7: Pavement differentiator.(Source: ONCE)When the entrance of the bank has a vestibule, this must have a large spacefor people in wheelchairs to be able to move around freely. If a device isrequired to enter the bank, for example by inserting a card, this must be wellindicated and at a height of between 0.7 -1.20 m. It must also be capable ofbeing used with one upper limb only.The entrance to the premises should preferably have automatic doors. Regulardoors may cause problems for people with physical disabilities, not only thosein wheelchairs, but also people with coordination difficulties for whomopening and closing the door is a real effort. The width of the doors is aminimum of 0.8 m and should not require more than 20 N of effort to open it.The entrance tothe premisesshould preferablyhave automaticdoors.10 See the adapted route from the Codi d’Accessibilitat de Catalunya (Accessibility Code of Catalonia)(Decree 135/1995 of the 24 March).ADAPTABILITY OF CASHPOINTS FOR THE DISABLED25

In some cases queuing up to use the cashpoint machines may causeobstructions. A queue control method should be designed such as a variationin the colour of the ground that maintains the privacy and security of theuser.4.3.3 PositionThe automatic cashpoint machine must be placed taking into account thestructure and location of the building (if it is in a building). It must be placedin an area that presents no risk for disabled people, for example a corner.Direct sunlightmay diminish thecontrast of thescreen and causereflections.A key factor in deciding where to place an automatic cashpoint machine isthe fact that direct sunlight may diminish the contrast on the screen andcause reflections. On these the lines the positioning must ensure theprevention of direct light or reflected sunlight or other source of light.Aspects of environmental sound must also be taken into consideration.4.3.4 Clear floor spaceThe area around the automatic cashpoint machine must be spacious, free ofobstacles with specific measurements that enable a person in a wheelchairto move freely. This area measures 1.5 m x 1.5 m centred in front of theterminal, without any waste bins or other furnishing that make passingdifficult: nor should there be the need to open any doors to reach it. In thisway 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 ofmore than 2% gradient.The surface must not be slippery, and the pavement must be firm andrelatively smooth.Also to be taken into consideration if there is more than one cashpointmachine, placed alongside each other for example, the abovementionedrestrictions of the area must be maintained.4.3.5 IlluminationThe lighting in the whole area must be designed to facilitate the use of theautomatic cashpoint machine. It must be arranged so as to ensure safemovement, providing the area with good visibility.26 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

At ground level the minimum recommended light level is 50 lux in order tobe 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 screenmust be avoided.The automatic cashpoint machine must not be situated in places where poorlighting impedes reading (dark areas or those with a lot of reflections). Itmust be well lit at any time of day or night.It is important to note that the noise that fluorescent lights sometimes makecan cause problems of interference to people with hearing aids. They shouldbe regularly checked.4.3.6 Privacy and securityPrivacy is a very important premise when using an automatic cashpointmachine. Automatic cashpoint machines must provide the same level ofprivacy when information is being entered or received for all the users. Thisaspect does not only affect people with sensory problems, those who mustuse wheelchairs cannot cover the screen with their bodies, and thereforemay prefer the voice option with the screen blocked.It is recommended that there is an area of use measuring 1.5 m x 1.5 m sothat the user has sufficient space to protect their details. It is important forthere to be a visible mark that determines the area and at the same timeindicates to other users where to form a queue.Automaticcashpointmachines mustprovide the samelevel of privacywhen informationis being entered orreceived for allusers.In the case where the automatic cashpoint machine has the use of voice itmust be possible to block the screen in order to protect the data.On the other hand there must be an audible and visible mechanism thatadvises in the case of forgetting the car or the money.A ledge can be placed in front of or beside the interface where objects canbe left such as bags, purses, sticks, etc. so that the user’s hands are free. Thisledge must be visible (contrasting with the background) and must havebevelled edges. Nevertheless, accessibility to the interactive elements mustnot impede access for disabled people in wheelchairs (section 4.4.1).ADAPTABILITY OF CASHPOINTS FOR THE DISABLED27

4.4 Interface accessibilityThis section analyses the problems of using cashpoint machines foroperations, having resolved physical accessibility, and with recommendationsfor overcoming them.The problems can be classified in access to interactive elements, use of theenter and withdrawal devices in all the operations (instructions, responses,etc.).It also deals in a special way with identification and verification in order toundertake operations.4.4.1 Scope of the interactive elementsThe elements thatmake up theinterface mustcomply with aseries of designrequisites so thatthey areaccessible,particularly for thephysicallydisabled.The elements that make up the interface must comply with a series of designrequisites so that they are accessible, especially for the physically disabled.There are different height and depth margins of the interface according tothe characteristics of the cashpoint machine, the viewing angle of the paneland to the types of positioning of the disabled user with wheelchair. 11The idea behind the recommendations explained below is that they possessmeasurements that enable them to be used by the able-bodied as well.In all cases they must comply with the following:1. The interactive elements must be within the area of reach.2. The panel (where the screen and the keyboard are) must be viewablefrom a minimum angle of 45°. 12If, as well as the interactive elements, there are waste bins or recipients forleaving or collecting envelopes or for other purposes, these must also complywith 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 ofvision of an observer.28 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

The first thing to consider are the anthropometric parameters that will beused when recommending the measurements of automatic cashpointmachine with different options for inclination of the panel in accordancewith the requirements for the viewing angles (Figure 4.8).InterfaceInterfaceFigure 4.8: Anthropometric parameters. (Source: SIRIUS)ADAPTABILITY OF CASHPOINTS FOR THE DISABLED29

There are four options proposed that enable frontal approach by people inwheelchairs according to the form of the cashpoint machine. (Figure 4.9)Depth of reachOption 1 Option 2Maximum heightof reachDepth of reachMaximum heightof reachInterfaceMinimum heightof reachInterfaceMinimum heightof reachContour limitOption 3Depth of reachMaximum heightof reachOption 4Depth of reachContourlimitContour limitMaximum heightof reachMinimum heightof reachMinimum heightof reachFigure 4.9: Design parameters for access to the interactive elements of automatic cashpointmachines. (Source: SIRIUS)The cases specified are determined by whether it is possible to place the kneesor part of the legs below the work surface (corresponding to the upperfigures), if they enable feet to be placed there (maximum 10 cm) or not ifthere is space (lower figures):• Option 1: Enables perfect front approach to the automatic cashpointmachines, 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, sincethere is no possibility of placing the legs. In this option, which enables thefeet 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 placedat the front in a margin of 1 m height. It is the most restrictive case of all.30 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

4.4.2 Entering and withdrawing devicesThe operative controls and mechanisms must be usable with one hand andshould not have to be held tight, require a lot of pressure or the twisting of thewrist. The effort required to activate the controls, to remove or insert elements,must not be more than 22.2 N.All the elements must be correctly indicated and they must be easilydistinguishable from each other. They must be distinguishable visually, bytouch and also by symbols.The interactive elements must be placed in a practical way. For example, as themost common action of all is withdrawing money, the entrance section for thecard 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.We propose following the recommendations of the section (4.3.1 / 4.3.2)regarding colours, contrast with the surface and lettering. There must belettering in Braille.All the elementsmust be correctlyindicated and theymust be easilydistinguishablefrom each other.They must bedistinguishablevisually and bytouch.The interactiveelements must beplaced in apractical way.Entrance sectionIt is recommended that these sections haveone side in high relief or illuminated thatmakes them easy to find, and that their formis funnelled, helping in terms of insertion.See figure 4.10:CardFigure 4.10: Design of the cardThe card must be easily identifiable, must be entrance sections. (Source: ONCE)discernible from other cards: call cards forexample. For this reason we propose it has adistinctive letter in high relief in a contrasting colour.In order to be able to insert the card correctly, it must have a directionalindicator such as a notch of around 2 mm depth (Figure 4.11):Figure 4.11: Orientation of cards. (Source: ONCE)ADAPTABILITY OF CASHPOINTS FOR THE DISABLED31

Bank bookIt is important to insert the bank book with the last printed page open. Onthese lines the recommendation is for a perforation system in order to beable to detect the page by touch. For inserting we recommend the samesystem as with the cards with the notches.The keyboard mustbe standardised interms of itsarrangement, sizeand colours.KeyboardThe keyboard must be easily locatable and recognisable. It must bestandardised in terms of its arrangement, size and colours. The simplestmethod would be the use of the standard telephone model, with a markednumber 5 as the directional point. The keys must be concave and non-slip.The recommended height of the keys must be ≥ 2 mm, and the separationbetween them a minimum of 3 mm. The minimum size of the keys must be10 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 infinding them (in respect to the surface and the characters in respect to thepanel surface and the keyboard), and must have a surface that minimises anyshining reflection:• Number keyboard: dark keys over a clear background, with thenumbering in white. It is recommendable to have the number in highrelief for touch recognition.• The function keys must be separated from the number keyboard at aminimum distance of 9 mm. They must be marked for touch recognitionand with a colour code (Table 4.4):Key Touch symbol ColourConfirm/continue O GreenDelete/correct | YellowCancel X RedTable 4.4: Function keys. (Source: ONCE)32 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

The model proposed is the following (Figure 4.12):Once the keys have been pressedthere must a sound confirmation thatthe key has been activated. In thisway each selection will be recognisedvisually (with the usual screensystem), audibly and by touch.Alarm buttonThe alarm button is used tocommunicate to someone in the bankin case of a breakdown or any otherincident. It must be visible and easy toreach. It is recommended to be acolour that contrasts with thebackground.Figure 4.12: Keyboard. (Source: ONCE)We recommend an alternative communication system when there is anincident, for example, the button for speaking with the person responsible foremergencies (when the machine swallows the card, the money doesn’t comeout, etc.) for people with hearing problems, since they cannot communicate inthis way. A possible communication system could be by screen (with theoption of emergencies and sub-sections –with the most frequent cases–).ScreenThe screen must be visible from a point situated 1.015 m over the centre ofthe free space specified in section 4.3.4 (1.5 m x 1.5 m) in front of themachine.The touch screen presents many difficulties for people with problems of sightand manual dexterity. A code could be devised to adapt it so that it showsthe characters and at the same time avoids functioning by touch while theoperations and instructions function by the keyboard. In this way theadapted screen will have to be activated by means of an identifier includedin the user’s card information or manually on the keyboard.The screen adapted to all those with sight problems must have characterswith a colour that contrast with the background. The b/w with negative(black background and white letters) is the option for solving the majority ofproblems (otherwise see Table 4.2 and 4.3 for recommended contrasts). Adark background colour increases the contrast and reduces the effects ofglare and reflections.The touch screenpresents manydifficulties forpeople withproblems of sightand manualdexterity.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED33

As well as being standardised, it is recommended that they are in sans seriffont. The size proposed is 4.8 mm minimum height, based on the capitalsetter “I”. It is recommended that the upper and lower case characters arecombined.For people with coordination problems with cerebral paralysis, a possibilitycould be another type of adapted screen. This group has problems pressingan option or instruction in a small area, like those usually encountered.In this case the touch screen must be able to continue working but withmuch bigger icons (and perhaps reducing the number of options) to makeselecting them easier.So that blindpeople can do anykind of operationin cashpointmachines anaudible instructionsystem isrecommended,whether by theuse of a telephone,a mobile phone orheadphones (theuse of headphonesis preferablebecause it freesboth hands).Speech outputIn order for blind people to be able to make any kind of operation incashpoint machines an audible instructions system is recommended, whetherby using a telephone, mobile phone or headphones (the use of headphones ispreferable because it frees both hands).The system must be capable of producing by sound:• The menu or instructions available in each operation (ensuring that awhole list of options does not appear after selecting one).• Confirmation of the selection, enabling the user to change or cancel it.• Error messages.• The receipt for the operation that is normally issued as a printout. Itdoes not need to include some details such as: location of cashpoint,identification of cashpoint, day and time of the operation and accountnumber of the client. If the printed receipt duplicates the informationon the screen it is also not necessary to reproduce it. Finally it is notrequired that printed copies of statements and cheques are audible.Basically the system has to transmit all the information that a cashpointmachine provides visually. If the cashpoint machine has other functions suchas pre-payment for mobiles, ticket sales, etc., all these options must beadapted to the speech output option.The exceptions are:• Confidential information that is not visualised on the screen such as thepersonal numbers (there would be indicative sound signals of the process).34 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

• 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 bereproduced immediately, such as the user’s name, etc.The sound instructions must be presented with good quality audio sound andmust be clear and with suitable rhythm. The user must be able to control thevolume. The sound must be synchronised with the written instructions onthe screen, though there must also be the option of annulling thevisualisation 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 instructionsmust also be available in Braille. Furthermore, one should consider a parallelassistance system for people using the system for the first time.This model may also be useful for people suffering from dyslexia or peoplewith general reading problems.Response from the cashpoint machineAll the operations must be accompanied by sound signals that report on theprogress. These sounds may be: welcome, error, operation in progress andwaiting. Naturally this option must not overlap with the voice so as not tohave the opposite effect due to too many sound messages.In some cases, for example if the automatic cashpoint machine is in a verynoisy place, it may not be audible, and so a simultaneous system of visualsignals is recommended, with an icon on the screen or a light. It will also beuseful for the deaf or those hard of hearing.In the case of alarm signals they will also have to be accompanied by visualsignals for those with hearing problems.Withdrawal sectionsThe action of withdrawing money, statements, receipts, envelopes or otherthings must be made easy to pick up, read and understand. We should takeinto account the fact that for people with little mobility the time allowed forwithdrawing items must be longer than usual, above all when differentsequential actions are required (withdrawing the card, withdrawal of money,etc.). A key could be activated that authorises a time extension (or for thescreen to inform the user that the time can be extended by pressing aspecific number or control key).The action ofwithdrawingmoney,statements,receipts, envelopesor other thingsmust be madeeasy to pick up,read andunderstand.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED35

It has already been mentioned that the action should not require an efforthigher than 22.2 N.Finally, to make the items easy to pick up they must project out a minimum of25 mm. It is recommended for there to be a space free of obstacles around itin a radius of 40 mm.Regarding the printed matter issued it must be in sans serif font, minimum12p, combining upper and lower case letters and contrasting with thebackground. The correct maintenance of the printing machines in theautomatic cashpoint machines is very important in order to always providean acceptable quality. It is preferable to avoid formats in italics or shaded.4.4.3 OperationThe purpose of the operation is to provide the appropriate information to beable to use the automatic cashpoint machines properly. It must indicatecorrectly what to do, and how, where and when to do it.The operationmust be adapted,just like thescreen, to therequirements ofdisabled people.It may be a goodidea to havealternatives totext such aspictograms or flowdiagrams whichmay be morecomprehensiblefor some groups(the elderly,people withreadingdifficulties, etc.).The operation must be adapted, just like the screen, to the requirements ofdisabled people. The design must improve the current functions in terms ofsimplicity and accessibility.The texts of the instructions must be short and simple (without losing oncontent, however). The messages provided by automatic cashpoint machinesmay cause difficulties for people with cognitive or reading disabilities whichare why the procedures to undertake an operation must be consistent,logical and focused on the operation. There must be no distractions (such asadditional advertisements, text in movement, etc.) or unexpected questions.The number of instructions per screen could be limited.In some cases it may also be a good idea to have alternatives to text such aspictograms or flow diagrams which may be more comprehensible for somegroups (the elderly, people with difficulty reading, etc.). If this option ischosen there will have to be a mechanism to identify this type of user.The operation must include the same instructions as the non-adaptedcashpoint machine, but can change the presentation in order to simplify itsuse (for example with an initial screen with few options –the most common–for the elderly) and an option that takes in the other operations. They mustalso include intermediate screens that confirm the selection, or always addthe option of going to the previous menu. In the specific case of receiving thereceipt it has been proved that the best thing is for the user to have this36 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

option in the main menu and that it does not arise as a continuation of otherinstructions, because the user may forget and this is confidential information.The instructions time must be longer than usual, though when choosing anoption it must be allowed to pass to the next stage (thus the moreexperienced users will not have to wait for more time). The same occurs withthe time for withdrawing items (card, bank book, money, etc.), which mustenable the user to remove them calmly. A recommendation is the option ofan intermediate screen that says the time limit has expired and if the userneeds more.There is a detectable difference of use between beginners or occasionalclients and the frequent users. There could be a mechanism that identifiesthese types of users. For example, there are unnecessary messages (i.e. selectlanguage), but for the frequent users it might be a nuisance later on. Ideallythe language could be recognised on inserting the card or bank book.The operationmust includeintermediatescreens confirmingthe selection, oralways adding theoption of going tothe previousmenu.4.4.4 IdentificationThe control code makes the machine confiscate the card for differentreasons: it could be typing the code erroneously (due to difficulties with thekeyboard, problems of dyslexia, memory, etc.) or for taking too long beforeinserting the code. This is a big inconvenience for everyone, but even more sofor the disabled, above all those with intellectual disabilities, since the veryact of losing the card may cause confusion. Therefore other alternativeidentification methods could be proposed such as biometrics (control of theiris, digital, vocal, etc.).ADAPTABILITY OF CASHPOINTS FOR THE DISABLED37

4.5 Analysis of the disabilities feasible for adaptationWith the capacityfor speech outputand the correcttouch signs (keyswith relief) of theinteractiveelements: entranceand withdrawalsections, etc. asolution could befound to the needsof the visuallyhandicapped.Therecommendationsfor acceding to theinteractive elementscan be used to adaptto the needs ofpeople with mobilityproblems.On this point, and due to the level of complexity involved in adaptingcashpoint machines to all the problems, a realistic framework will beestablished that can deal with the normative that is being proposed.• Sensory disabilities:People with visual problems that are helped with sound and touchscreen information. With the capacity for speech output and correcttouch signs (keys with relief), with interactive elements: entrance andwithdrawal sections, etc. could be adapted. For visually impaired peoplethere is also the possibility of adapting the screen, with information inblack and white (or with contrast) and bigger charactersPeople with hearing problems have less needs but can also beconsidered.• Physical disabilities: coordination / non-coordinationProblems of mobility due to reduced function of the lower limbs thatresults in difficulty for gaining access to terminals and being able toreach the interactive elements. With the recommendations they couldbe adapted to their needs.People with problems of manual dexterity have different needs since forthese people actions that involve pressing, picking up, turning or otheractivities are a great inconvenience. This is also applicable to peoplewith chronic illnesses such as arthritis or rheumatic problems.For this reason the limit of effort required for the action of removing anitem has been limited or a space for gaining access to the elements hasbeen determined, or the requirement of being usable with one hand. Itcannot be applied to people with serious levels of disability in theirupper limbs (they need very specific designs).For people with difficulty in coordinating movement the machines canbe adapted with a special touch screen, which has larger icons. Thedistance proposed between the keys is also important, in order to notmark the numbers mistakenly.38 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

• Psychological disabilities: intellectual disability and mental illnessThis is a more complex group when evaluating the adaptability ofcashpoint machines since it covers many levels of disability and verydiverse problems.In principle the case of mental illnesses does no present any problems ofuse.It is very varied in the case of the intellectually disabled: with the suitableadaptations (diagrams or pictograms) it is possible to reach people withlight problems of comprehension and learning, dyslexia or memory. It isalso important to emphasise the standardisation of interactive elementsbecause the fact of knowing the order provides the security necessary forthese people. A change in routine can be very upsetting.The limits proposed in the use of cashpoint machines are the samelimits that these people have to handle them with autonomy. It is alsoabout delicate actions that occur so that they have the authorisation toundertake these types of operations.With sufficientadaptations(diagrams orpictograms), it ispossible to reachpeople with slightproblems ofcomprehensionand learning,dyslexia ormemory.• The elderlyA large section of the elderly with specific problems can be reachedwhen they use automatic cashpoint machines that have been adaptedwith simple screens, easy reading, increase in size of the characters orpictograms, facilitating physical access, etc. It also involves a veryheterogeneous group, but which is increasing in number.Below is a table (Table 4.5) which lists the current problems that the disabledencounter for using automatic cashpoint machines and the improvementsthat could be anticipated if all the recommendations are taken up. Eachdisability has been classified by type and the existing problem has beenanalysed in relation to the different points dealt with in the sections onphysical accessibility and interface accessibility with a colour code:Degree of CriticalThere is no problemSome problemsMany problemsADAPTABILITY OF CASHPOINTS FOR THE DISABLED39

Below we show if these problems disappear or cannot be solved according tothe same colour code if all the recommendations are followed:Degree of Critical NatureThere is no problemSome problemsMany problemsImprovementThere is no problemThere are still some problemsThere are still some problemsThis reflects the degree of improvement if all the recommendations of eachsection are followed.Table 4.5: Table listing disabilities and solutions with recommendations.40 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

4.6 Definition of an adapted cashpoint machineAfter examining all the factors: analysis of the disabilities, evolution, existingregulations around the world and needs of accessibility, a list is prepared ofthe requirements that must be taken into account for adapting a cashpointmachine for the disabled.It is approached with different levels of priority that must also outline the levelsof demand: high priority / obligatory (1), medium priority / recommendable (2)and low priority / optional improvements (3). In this way we could create a sealof quality with different degrees, with a basic level, medium level and highlevel of accessibility.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED41

42 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

AmbitEntrance andwithdrawaldevicesScreen Visible at 1.015 m height from the centre 1of the free floor spaceSpeech outputcapacityProposalAdaptable to screen with more contrast, largecharacters: sans serif, 4.8 mm high for theletter “I”, combination of upper and lowercases and entering by keyboardAdaptable to different types of disability(symbols, touch screen with few instructions,easy language)Reproduction of all operations (taking inthe exceptions from section 4.42 Entranceand withdrawal devices; on the “SpeechOutput Capacity” point)Priority121Clear sound, volume control1Sound starts in an intuitive form on pickingup the phone, connecting the jack lead3Instructions in Braille3INTERFACE ACCESSIBILITYReply of cashpointmachineWithdrawal sectionsSound signals of the progressof the processVisual signals of the progressof the processPossibility of extending the time allowedMaximum effort for withdrawal 22.2 NMinimum projection of de 25 mm11211Free area in a radius of 40 mm2Printed text: sans serif font, 12 p,upper and lower cases. Contrasting2OperationAdaptation of theoperationVisually sensory disabled / elderly: deactivatetouch screen, larger characters, contrast,etc.Physically disables problems of manualdexterity: touch screen with less butbigger instructionsIntellectually disabled: easy reading,icons, symbols122Short and simple textsSaving of text in movementGraphic or symbol instructions212IdentificationPossibility of extending time for operationsBiometric control systems23Table 4.6: Proposal list for cashpoint machine adapted for the disabled.Appendix 6.5 shows a list like this one as a control table so that an evaluation canbe made of the level of adaptability of the automatic cashpoint machine.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED43

4.7 Regulatory proposal4.7.1 NormsThe appearanceof norms thatregulate thetechnicalparameters ofdesign factorssuch as building,urban planning,transport orcommunicationrepresents animprovement inthe standard ofliving of thisgroup, and at thesame time anintegrating task.The Spanish Constitution states the equality of all Spanish people. Article 49states that the public authorities undertake a policy of planning for,treatment, rehabilitation and integration of the physically, sensory andpsychologically disabled. From this premise a series of laws and decrees havebeen proposed regarding accessibility.The appearance of norms that regulate the technical parameters of designfactors such as building, urban planning, transport or communicationrepresents an improvement in the standard of living of this group, and at thesame time an integrating task. Accessibility must be understood as a basiccivil right of these people, a right that provides them with equality andparticipation in economic, social and cultural life. Enabling full access toautomatic cashpoint machines would form part of this responsibility to thedisabled.In the autonomous community of Catalonia there is the Decree 135/95 ofthe 24 March developing Law 20/1991, of the 25 November, on promotingaccessibility and eliminating architectural barriers, and of passing theAccessibility Code.To study the norms relating to Europe, the state and the autonomiccommunities in more detail, see appendix 6.2.4.7.2 Compendium of the adapted cashpoint machineThe adaptedautomaticcashpoint machineproposed in thisstudy is acashpoint machinedesigned to solvea whole range ofaccess problems(both physical andcommunicative)that arise intoday’s society.The adapted automatic cashpoint machine proposed in this study is acashpoint machine designed to solve a whole range of access problems (bothphysical and communicative) that arise in today’s society. We have tried toprovide a design that is suitable for everyone.The advantages of establishing an adapted cashpoint machine affects allsociety, not only the disabled. For example, people with temporarily reducedmobility (pregnant women, people with plaster casts, people with prams,etc.), the elderly, people with reading problems, beginners, and many otherscan also benefit from them.With the data produced in the first section of the study it is estimated thatthis covers as much as 25% of the population.44 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

In this study we have tried to go beyond what will surely be a norm in theshort term, but which has aspects which if taken into account could addclear advantages in the use of automatic cashpoint machines: from thepositioning of the terminal to the production of a new operative system.Basically, the recommendations proposed can be described with thefollowing points:• Requirements of flexible design so that there is no distinction betweencashpoint machines for the disabled and cashpoint machines for theable-bodied. The margins for physical access are wide enough to beadjusted to all needs. This facilitates the establishment of cashpointmachines, since in the case whereby the norm requires that there mustalways be an adapted service, for example in commercial areas orairports, just one machine needs to be placed there. A wide range ofcolours is also provided in order to make the elements stand out.With the dataproduced in thefirst section of thestudy it isestimated that thiscovers as much as25% of thepopulation.• Standardisation of interactive elements in order to make them easierto use.• Requirements of operations adaptable to different groups: the elderly,the intellectually disabled, mobility problems in the line of cerebralparalysis, etc. It is thus possible to reach the maximum number ofpeople and needs. These systems must be valid for all cashpointmachines.• Capacity for speech output as a solution for the visually disabled,among other groups that will also benefit from this.4.7.3 Lines of actionOnce the design proposals have been drawn up for a cashpoint machineadapted for the disabled, the following plan of action is proposed:1. Start up a work plan to carry out the operative recommendations whichdefines the objectives, stages and completion by the banking entities.2. In the case of the operative proposals a test period is recommendedwhere the people involved give their opinions and provide information.3. With the aim of achieving the desired establishment of adaptedcashpoint machines to a minimum of one per branch, therecommendations proposed have to be introduced gradually. Those thatADAPTABILITY OF CASHPOINTS FOR THE DISABLED45

involve physical changes in the cashpoint machine or its positioningmust form part of programmes for new cashpoint machines framedwithin the campaign of regular changes. The operative changes, forexample, can be gradually introduced alongside maintenance tasks.The correctdiffusion by all thegroups involved isfundamental:publicadministration,disabledorganisations andentities, the banksthemselves.4. Diffusion: apart from the gradual establishment of these cashpointmachines the correct information about them must also be issued by allthe groups involved: the public administration, disabled organisationsand entities and the banks themselves. The latter have a very importantrole to play, since it has been seen in the section of data about thedisabled that there are people that are not registered as disabled butwho in reality have a degree of disability, and will therefore benefitfrom changes. The branch heads deal directly with these people, andtherefore it will be vital to detect people who do not use this type ofchannel and who, with the recommendations (above all the adaptationof the operation), could do so.5. Go further into extending the operation for the psychologically disabled.6. Proposals related to the convergence of channels to facilitateaccessibility in general of financial operations: Combining operations between the Internet channel (moreaccessible for people with physical and visual disabilities) andcashpoint machines. Adding the possibility of withdrawing byInternet in the specific cashpoint machine, and by pressing a codeobtaining the quantity required. It could also show where thenearest cashpoint is to the user’s address (or the possibility that itis entered) with adapted facilities (for the physically disabled). Combining operations with the telephone channel (VRU-VoiceResponses Unit). From the mobile phone they can undertakeoperations such as withdrawing money where the cashpointmachine, the quantity and the account can be shown. Cards containing information of the level of adaptation theyrequire (to be defined), or other information with preferredoperations (to personalise the screen), instruction times adapted tothe user, appearance of the screen, disconnecting the touch screenand introduction by the keyboard, etc.46 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

5. BIBLIOGRAPHYGeneralitat de Catalunya. Department of Welfare and Family. AccessibilityCode of Catalonia. Barcelona. June 1995. ISBN: 84-393-3492-3.ONCE. Accessibilitat per a persones amb ceguesa i deficiència visual(Accessibility for blind and visually impaired people). Madrid. 2003. ISBN:84-484-0092-5.United States Access Board. A Federal Agency Committed to AccessibleDesign. ADA and ABA Accessibility Guidelines. [online]. July 2004.[Consultation: June 2006]. Available at: JACKSON, Bill. White Paper: The Americans with Disabilities Act and ItsEffect on Automated Teller Machines [online]. Triton. April 2002.[Consultation: April 2006]. Available at: JACKSON, Bill. White Paper: The Americans with Disabilities Act and Its Effecton Automated Teller Machines Addendum [online]. Triton. November 2002.[Consultation: April 2006]. Available at: Canadian Standards Association (CSA). Barrier-Free Design for AutomatedBanking Machines. (2006).Center for Accessible Environments (CAE). Access to ATMs: UK designguidelines. London. 2002. ISBN: 0-90-3976-33-1.BELL, DAVID. Australian Banker’s Association. Industry Standard AutomaticTeller Machines (ATM). [online]. Sydney. 2002. [Consultation: June 2006].Available at: < http://www.bankers.asn.au/Default.aspx?ArticleID=344>GILL, John. Smart Cards: Interfaces for People with Disabilities [online].Scientific and Technological Reports. February 2006. [Consultation April2006]. Available at: ADAPTABILITY OF CASHPOINTS FOR THE DISABLED47

H. SILVER, Janet; GILL. John. Text Display Preferences on Self-ServiceTerminals By Visually Disabled People. [online]. Scientific and TechnologicalReports. February 2006. [Consultation: April 2006]. Available at:GILL, John. Making Cash Dispensers Easier to Use [online]. Scientific andTechnological Reports. February 2006. [Consultation: April 2006]. Availableat: 48 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

6. APPENDICES6.1 List of organisations contacted ACCAPS (Catalan Association for the Promotion of Deaf People) ACIC (Catalan Association for the Integration of the Blind) ASPACE (Association of Cerebral Paralysis) SIRIUS Centre for personal autonomy COCARMI (Catalan Committee of Disabled Representatives), made up of:• ONCE and FUNDACIÓN ONCE (Spanish National Organisation ofthe Blind)• ACCAPS (Catalan Association for the Promotion of Deaf People)• APPS (Catalan Federation Pro-People with Mental Handicap)• FECAFAMM (Catalan Federation of Associations of Families ofthe Mentally Ill)• FESOCA (Deaf People’s Federation of Catalonia)• ECOM-LAYRET (Federation of Collaborating Entities of the Disabled) Assessment Council of the Elderly CREDAC Pere Barrils Department of Welfare and Family Municipal Institute of the Disabled ONCEADAPTABILITY OF CASHPOINTS FOR THE DISABLED49

6.2 Legal database relating to the disabledLEGAL DATABASE REGARDING DISABILITY1. Constitutional law• Spanish Constitution 1978Art 49: The public authorities undertake a policy of planning for,treatment, rehabilitation and integration of the physically, sensory andpsychologically disabled, for whom they will provide specialised attentionand will protect them specially so that they can enjoy the rights that thisLaw awards to all citizens).2. Basic disability legislationa) State Norm• Ley 13/1982, de 7 de abril de Integración Social de losMinusválidos (Law 13/1982, of the 7 April, on the Social Integrationof the Disabled) (housing and access to work)Article 57. 1. In the official protection and social housing projects, aminimum of 3% will be programmed with the constructivecharacteristics sufficient for facilitating access for the disabled, as wellas the normal development of their coordinating activities and theirintegration into the nucleus in which they live.2. The obligation established in the previous paragraph will also coverhousing projects of any other nature that is built, promoted orsubsidised by the Public Administrations and other Entities dependenton or linked to the public sector. The Public Authorities responsible willissue the regulations to guarantee the installation of lifts with thecapacity to transport a normalised wheelchair and an able-bodiedperson.3. The Public Administrations will issue the basic technical normsrequired in order to comply with that stipulated in the previoussections.4. When the project refers to a series of buildings and installations thatmake up an architectural complex, this will be planned and built inconditions that enable, in all cases, accessibility of the disabled to thedifferent properties and complementary installations.50 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

• Ley 21/2003, de 2 de diciembre, de Igualdad de Oportunidades, NoDiscriminación y Accesibilidad Universal de las Personas conDiscapacidad (Law 21/2003 of the 2nd of December, on equalopportunities, non-discrimination and universal accessibility ofdisabled people) (obligation of providing private services to meet theneeds of disabled people)Sixth Final Clause. Basic conditions of accessibility and nondiscriminationfor the access and use of goods and services at thedisposition of the public.1. In a period of two years as from the entering into force of this law,the Government will pass a series of basic conditions of accessibilityand non-discrimination, according to that stipulated in article 10 of thislaw (see), for the access and use of goods and services at the dispositionof the public for disabled people. These basic conditions will beobligatory in line with the following calendar:a) In new public goods and services, within five to seven years as fromthe entering into force of this law; in new private goods and servicesthat have agreements with or supply the Public Administrations,within seven to nine years; and in all other private goods and servicesthat are new, within 15 to 17 years.b) In the already existing goods and services and which are liable toreasonable adjustments, these adjustments should be made within 12to 14 years as from the entering into force of this law, when they arepublic goods and services or private goods and services that haveagreements with or supply the Public Administrations, and in a periodof 15 to 17 years, when the other goods and services are privatelyowned.2. Within a period of two years as from the entering into force of thislaw, the Government must undertake full studies regarding accessibilityto goods and services that are considered more relevant from a point ofview of non-discrimination and universal accessibility.• Ley 15/1995 de 30 de mayo, por el que se establecen Límites alDominio sobre Inmuebles para eliminar Barreras Arquitectónicas alas Personas con Discapacidad (Law 15/1995 of the 30th of May,establishing limits in the authority over properties for eliminatingarchitectural barriers for disabled people (dignified and suitablehousing)ADAPTABILITY OF CASHPOINTS FOR THE DISABLED51

• Real Decreto 556/1989, de 19 de mayo, por el que se arbitranMedidas Mínimas sobre Accesibilidad en los Edificios (Royal Decree556/1989 of the 19th of May, which decides over minimummeasures regarding accessibility in buildings).Article 1. In new buildings, the use of which involves movement of thepublic and in those of private use in which the installation of a lift isobligatory, It must be practicable for people with reduced mobility totake the following routes as a minimum:• Communication between the inside and outside of the building.• In buildings the use of which involves movement of the public,communication between an entrance to the building and the areasand rooms of public use.b) Autonomous community normative• Ley 20/1991 de 25 de noviembre, de Promoción de la Accesibilidady Supresión de Barreras Arquitectónicas de Cataluña (Law 20/1991of the 25th of November, promoting accessibility and eliminatingarchitectural barriers in Catalonia)Accessibility of buildings: classes.A space, installation or service is considered to be adapted if it meets thefunctional and size requirements that ensure their independent andcomfortable use by people with reduced mobility or any other limitation.• Decreto 135/1995, de 24 de marzo, de Desarrollo de la Ley20/1991,de 25 de noviembre, de Promoción de la Accesibilidad ySupresión de Barreras Arquitectónicas, y de aprobación del Códigode Accesibilidad (Cataluña) (Decree 135/1995, of 24th of March,developing Law 20/1991, Of 25th of November, promotingaccessibility and eliminating architectural barriers, and of passingthe accessibility code (Catalonia))In application of Law 20/1991, of 25th of November, promotingaccessibility and eliminating architectural barriers, the object of thisregulation is the enactment of this, as well as the passing of theadaptation of regulatory norms stipulated ensuring accessibility and useof the goods and services of society for people with reduced mobility orany other limitation.Ley 3/1993 de 5 de marzo, del Estatuto del Consumidor deCataluña (Law 3/1993 of the 5th of March, of the Consumer’sStatute of Catalonia)Article 25. Handicapped people.52 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

Regarding consumers with physical or psychological handicaps, thepublic authorities will adopt the necessary measures not only to avoidurban and architectural barriers and other obstacles, but also contributeto their social integration as consumers and users.• Decreto 204/1999, de 27 de julio, de Nueva Redacción del capítulo6 del Decreto 1365/1995 de Promoción de Accesibilidad ySupresión de Barreras Arquitectónicas (Decree 204/1999, of 27th ofJuly, amending chapter 6 of Decree 1365/1995 promotingaccessibility and eliminating architectural barriers).The decree amends chapter 6 of the Decree 135/1995, of 24th of March,broadening the measures that facilitate autonomy and free circulationof people with reduced mobility, and, therefore, their social andprofessional integration.c) Community normative• Charter of Fundamental Rights of the European Union (2000/C 364/01)Article 24. Integration of disabled people. Disabled people have theright to benefit from the measures that guarantee their autonomy,social and professional integration and their participation in the life ofthe community.• Decision of the Council, 25th of February 1993 (93/136/CEE), whichpasses the third programme of community action for disabled people(HELIOS II 1993-1996) Professional and employment re-adaptationand to encourage the use of efficient technologies.3. Bank legislation• Circular 8/1990, of 7th of September, to credit entities, abouttransparency of operations and protection of the clientele. There is noregulation in force that provides different treatment for disabled people.• Ley 34/2002, de 11 de julio, de Servicios de la Sociedad de laInformación y de Comercio Electrónico (Law 34/2002, of 11th ofJuly, on the information society serves and e-commerce). There is aregulation about electronic means (Internet pages) but focused on thePublic Administrations.Additional Fifth Clause. Accessibility for disabled people and theelderly in the information provided by electronic means.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED53

One. The Public Administrations will adopt the measures necessary sothat the information available on their respective Internet pages can beaccessible to the disabled and the elderly.Furthermore, they can be required to apply the abovementionedaccessibility criteria to the Internet pages the design or maintenance ofwhich they finance.Two. On the same lines, the adoption of accessibility norms for suppliersof services and manufacturers of equipment and software will bepromoted, in order to facilitate access to digital contents for thedisabled or the elderly.• Ley 59/2003, de 19 de diciembre, de Firma Electrónica (Law59/2003, of 19th of December, on electronic signature (Línia Oberta –Internet banking service)Additional Ninth Clause. Guarantee of accessibility for the disabledand the elderly. The electronic signature services, processes, proceduresand devices must be fully accessible for the disabled and the elderly,who in no way whatsoever can be discriminated against in exercisingthe rights and powers recognised in this law for reasons based ondisability or old age.54 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

6.3 World references6.3.1 Part of the American with Disabilities Act referring toautomatic cashpoint machines707 Automatic Teller Machines and Fare MachinesAdvisory 707 Automatic Teller Machines and Fare Machines.Interactive transaction machines (ITMs), other than ATMs, are notcovered by Section 707. However, for entities covered by the ADA, theDepartment of Justice regulations that implement the ADA provideadditional guidance regarding the relationship between theserequirements and elements that are not directly addressed by theserequirements. Federal procurement law requires that ITMs purchased bythe Federal government comply with standards issued by the AccessBoard under Section 508 of the Rehabilitation Act of 1973, as amended.This law covers a variety of products, including computer hardware andsoftware, websites, phone systems, fax machines, copiers, and similartechnologies. For more information on Section 508 consult the AccessBoard’s website at www.access-board.gov.707.1 General. Automatic teller machines and fare machines shall complywith 707.Advisory 707.1 General. If farecards have one tactually distinctivecorner they can be inserted with greater accuracy. Token collectiondevices that are designed to accommodate tokens which are perforatedcan allow a person to distinguish more readily between tokens andcommon coins. Place accessible gates and fare vending machines inclose proximity to other accessible elements when feasible so thefacility is easier to use.707.2 Clear Floor or Ground Space. A clear floor or ground space complyingwith 305 shall be provided.EXCEPTION: Clear floor or ground space shall not be required at driveuponly automatic teller machines and fare machines.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED55

CHAPTER 7: COMMUNICATION ELEMENTS AND TECHNICALFEATURES 236707.3 Operable Parts. Operable parts shall comply with 309. Unless a clearor correct key is provided, each operable part shall be able to be differentiatedby sound or touch, without activation.EXCEPTION: Drive-up only automatic teller machines and fare machinesshall not be required to comply with 309.2 and 309.3.707.4 Privacy. Automatic teller machines shall provide the opportunity forthe same degree of privacy of input and output available to all individuals.Advisory 707.4 Privacy. In addition to people who are blind or visuallyimpaired, people with limited reach who use wheelchairs or have shortstature, who cannot effectively block the ATM screen with their bodies,may prefer to use speech output. Speech output users can benefit froman option to render the visible screen blank, thereby affording themgreater personal security and privacy.707.5 Speech Output. Machines shall be speech enabled. Operatinginstructions and orientation, visible transaction prompts, user inputverification, error messages, and all displayed information for full use shallbe accessible to and independently usable by individuals with visionimpairments. Speech shall be delivered through a mechanism that isreadily available to all users, including but not limited to, an industrystandard connector or a telephone handset. Speech shall be recorded ordigitized human, or synthesized.EXCEPTIONS: 1. Audible tones shall be permitted instead of speech forvisible output that is not displayed for security purposes, including butnot limited to, asterisks representing personal identification numbers.2. Advertisements and other similar information shall not be required tobe audible unless they convey information that can be used in thetransaction being conducted.3. Where speech synthesis cannot be supported, dynamic alphabeticoutput shall not be required to be audible.Advisory 707.5 Speech Output. If an ATM provides additional functionssuch as dispensing coupons, selling theatre tickets, or providing copies56 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

of monthly statements, all such functions must be available tocustomers using speech output. To avoid confusion at the ATM, themethod of initiating the speech mode should be easily discoverable andshould not require specialized training. For example, if a telephonehandset is provided, lifting the handset can initiate the speech mode.707.5.1 User Control. Speech shall be capable of being repeated orinterrupted. Volume control shall be provided for the speech function.EXCEPTION: Speech output for any single function shall bepermitted to be automatically interrupted when a transaction isselected.707.5.2 Receipts. Where receipts are provided, speech output devicesshall provide audible balance inquiry information, error messages, andall other information on the printed receipt necessary to complete orverify the transaction.EXCEPTIONS: 1. Machine location, date and time of transaction,customer account number, and the machine identifier shall not berequired to be audible.CHAPTER 7: COMMUNICATION ELEMENTS AND TECHNICALFEATURES 2372. Information on printed receipts that duplicates informationavailable on-screen shall not be required to be presented in theform of an audible receipt.3. Printed copies of bank statements and checks shall not berequired to be audible.707.6 Input. Input devices shall comply with 707.6.707.6.1 Input Controls. At least one tactilely discernible input controlshall be provided for each function. Where provided, key surfaces not onactive areas of display screens, shall be raised above surroundingsurfaces. Where membrane keys are the only method of input, each shallbe tactilely discernable from surrounding surfaces and adjacent keys.707.6.2 Numeric Keys. Numeric keys shall be arranged in a 12-keyascending or descending telephone keypad layout. The number five keyshall be tactilely distinct from the other keys.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED57

Advisory 707.6.2 Numeric Keys. Telephone keypads and computerkeyboards differ in one significant feature, ascending versusdescending numerical order. Both types of keypads are acceptable,provided the computer-style keypad is organized similarly to thenumber pad located at the right on most computer keyboards, and doesnot resemble the Line of numbers located above the computer keys.(a)12 keysrising(b)12 keysdescendingFigure 707.6.2 Numerical keyboard707.6.3 Function Keys. Function keys shall comply with 707.6.3.707.6.3.1 Contrast. Function keys shall contrast visually frombackground surfaces. Characters and symbols on key surfaces shallcontrast visually from key surfaces. Visual contrast shall be eitherlight-on- dark or dark-on-light.EXCEPTION: Tactile ymbols required by 707.6.3.2 shall not berequired to comply with 707.6.3.1.707.6.3.2 Tactile Symbols. Function key surfaces shall have tactilesymbols as follows: Enter or Proceed key: raised circle; Clear orCorrect key: raised left arrow; Cancel key: raised letter ex; AddValue key: raised plus sign; Decrease Value key: raised minus sign.707.7 Display Screen. The display screen shall comply with 707.7.EXCEPTION: Drive-up only automatic teller machines and fare machinesshall not be required to comply with 707.7.1.707.7.1 Visibility. The display screen shall be visible from a pointlocated 40 inches (1015 mm) above the center of the clear floor spacein front of the machine.58 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

707.7.2 Characters. Characters displayed on the screen shall be in asans serif font without relief. Characters shall be 3/16 inch (4.8 mm)high minimum based on the uppercase letter “I". Characters shallcontrast with their background with either light characters on a darkbackground or dark characters on a light background.707.8 Braille Instructions. Braille instructions for initiating the speech modeshall be provided. Braille shall comply with 703.3.708 Two-Way Communication Systems708.1 General. Two-way communication systems shall comply with 708.Advisory 708.1 General. Devices that do not require handsets are easierto use by people who have a limited reach.708.2 Audible and Visual Indicators. The system shall provide both audibleand visual signals.Advisory 708.2 Audible and Visual Indicators. A light can be used toindicate visually that assistance is on the way. Signs indicating themeaning of visual signals should be provided.708.3 Handsets. Handset cords, if provided, shall be 29 inches (735 mm)long minimum.708.4 Residential Dwelling Unit Communication Systems. Communicationssystems between a residential dwelling unit and a site, building, or floorentrance shall comply with 708.4.708.4.1 Common Use or Public Use System Interface. The common useor public use system interface shall include the capability of supportingvoice and TTY communication with the residential dwelling unit interface.708.4.2 Residential Dwelling Unit Interface. The residential dwellingunit system interface shall include a telephone jack capable ofsupporting voice and TTY communication with the common use or publicuse system interface.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED59

6.3.2 Contents of the standard adopted by the Canadian CSAassociation: Barrier-Free Design for Automated Banking Machinesand objectives1. Scope2. Definitions3. Reference Publication4. External and Internal Access5. Lighting6. Doors7. ABM User Space8. AMB Installation9. ABM Components10. Communication60 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

6.3.3 Standard produced by the Association of Australian Bankers1. Preface .......................................................................................................................... 22. Contents ....................................................................................................................... 23. Introduction ................................................................................................................ 34. References ................................................................................................................... 45. Disclaimers ................................................................................................................... 46. Disability Discrimination Act .................................................................................. 57. Force of Document .....................................................................................................58. Definitions .................................................................................................................... 69. Scope.............................................................................................................................. 810. Notes.............................................................................................................................. 810.1 Performance Objectives ..................................................................................... 810.2 Unit of measure ....................................................................................................911. Requirements ...............................................................................................................911.1 Access and Location............................................................................................ 911.1.1 Exterior Route............................................................................................... 911.1.2 Interior Route ................................................................................................911.1.3 Site .................................................................................................................. 911.1.4 Doors & Entrances to Interior ATMs ......................................................911.1.5 Signage .........................................................................................................1011.1.5.1 Location Signs ................................................................................... 1011.1.5.2 Door Signs (room identification)....................................................1011.1.5.3 Braille, Tactile and Visual Signs......................................................1011.1.5.4 Interface Component Signs and Labels........................................1011.1.6 Lighting..........................................................................................................1111.1.6.1 Lighting - General ............................................................................ 1111.1.6.2 ATM Approach Lighting ....................................................................1111.1.6.3 ATM Task Area Lighting ....................................................................1111.1.6.4 ATM Display Lighting........................................................................ 1111.1.7 User Operating Space .............................................................................. 1111.1.7.1 General ..................................................................................................1111.1.7.2 Card Access Slot ................................................................................ 1111.1.7.3 Floor Surfaces..................................................................................... 1211.1.7.4 Ambient Noise ................................................................................... 1211.2 ATM Operation.....................................................................................................1211.2.1 Input Controls ............................................................................................ 1211.2.2 Cash Dispenser .......................................................................................... 1211.2.3 Speech Input............................................................................................... 1311.2.4 User Identification/Verification ..............................................................1311.2.5 Audio............................................................................................................. 1311.2.5.1 Audio Hardware ................................................................................ 1311.2.5.2 Audio Scripts ..................................................................................... 1311.2.5.3 Initiating Audio ................................................................................. 14ADAPTABILITY OF CASHPOINTS FOR THE DISABLED61

11.2.5.4 Audio Operation ................................................................................ 1411.2.5.5 AS/NZS 4263 ...................................................................................... 1411.2.6 Operating Instructions ............................................................................ 1411.2.7 Auslan ...........................................................................................................1411.2.8 Transaction Time........................................................................................ 1511.2.9 Supporting Documentation.................................................................... 1511.3 Card Swiping, Insertion and Withdrawal .................................................. 1511.3.1 Card Reader/ATM Activation.................................................................. 1511.3.1.1 Card Reader General......................................................................... 1511.3.1.2 Card Reader Signage........................................................................ 1511.3.1.3 Card Slot Orientation....................................................................... 1511.3.1.4 Card Slot Identification .................................................................. 1511.3.2 Card Removal ............................................................................................ 1511.4 ATM Display .........................................................................................................1511.4.1 Colour and Contrast ................................................................................ 1511.4.2 Text ............................................................................................................... 1511.4.2.1 Background ......................................................................................... 1511.4.2.2 Font and Case..................................................................................... 1611.4.3 Advertising....................................................................................................1611.4.4 User Display Selection ............................................................................. 1611.4.5 User Screen Settings ............................................................................... 1611.5 Keypad .................................................................................................................. 1711.5.1 Characteristics of Keys ............................................................................ 1711.5.2 Keypad Mapping ....................................................................................... 1711.5.3 Keypad Layout............................................................................................ 1711.5.4 Function Keys ............................................................................................. 1811.5.5 Function Display Keys ............................................................................. 1811.6 Outputs ................................................................................................................ 1811.6.1 Beep Feedback............................................................................................ 1811.6.2 Printed Text ..................................................................................................1811.7 Security and Privacy ........................................................................................ 1811.8 Installation, Maintenance and Operating Instructions............................1911.8.1 Height and Approach - General............................................................ 1911.8.2 Installation Height and Knee Clearance Zone .................................. 1911.8.3 Height & Reach for User Interface Components ..............................1911.8.4 Display ..........................................................................................................1911.8.5 Grab Bar ........................................................................................................1911.8.6 Parcel Shelf ..................................................................................................1911.8.7 Walking Stick Notch ................................................................................ 2011.8.8 Waste Receptacle...................................................................................... 2012. Specification Checklist ........................................................................................... 2162 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

13. Document Revision ................................................................................................. 3214. Appendices ................................................................................................................ 33A1. Disability Needs ....................................................................................................33A1.1 Sensory ........................................................................................................... 33A1.1.1 Vision .......................................................................................................33A1.1.2 Hearing ....................................................................................................33A1.2 Physical........................................................................................................... 33A1.2.1 Mobility....................................................................................................33A1.2.2 Dexterity .................................................................................................33A1.2.3 Reaching and stretching. .................................................................. 34A1.3 Information ....................................................................................................34A1.3.1 Cognitive impairment ........................................................................ 34A1.3.2 Speech disabilities .............................................................................. 34A1.3.3 Age-related impairments................................................................... 34A1.3.4 Intellectual Disability ......................................................................... 35A2. Symbols ................................................................................................................. 36A3. Diagrammes.......................................................................................................... 38ADAPTABILITY OF CASHPOINTS FOR THE DISABLED63

6.3.4 Contents of the study mentioned in the bibliography:Access to ATMs: UK design guidelines1. SCOPE2. GENERAL2.1 REFERENCED DOCUMENTS2.2 DEFINITIONS2.2.1 AMBULANT DISABLED PERSON2.2.2 AUTOMATIC TELLER MACHINE (ATM)2.2.3 CARD READER2.2.4 CONTINUOUS ACCESSIBLE PATH OF TRAVEL2.2.5 DISABLED USER2.2.6 DISPLAY2.2.7 KEY SURFACE2.2.8 MEDIA2.2.9 PIN2.2.10 PRINTOUT2.2.11 TOUCHSCREEN2.2.12 USER INTERFACE2.2.13 WHEELCHAIR USER3. INSTALLATION3.1 FINDING THE ATM3.2 CONTINUOUS ACCESSIBLE PATH OF TRAVEL3.3 SITE3.4 CLEAR FLOOR SPACE3.5 LOBBIES3.6 LIGHTING3.6.1 OF THE CLEAR FLOOR SPACE3.6.2 OF THE USER-INTERFACE3.6.3 FOR READING3.6.4 LOCATIONAL SIGNS3.7 ACCESSORIES3.8 HEIGHT3.8.1 GENERAL3.8.2 REACH RANGES4. INPUTS4.1 TIME ALLOWED4.2 KEYBOARD4.2.1 KEYS4.2.2 NUMERIC KEYS4.2.3 TEXT KEYS4.3 INSERTING OF CARDS AND MEDIA4.4 CONTROLS64 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

5. OUTPUTS5.1 SECURITY AND PRIVACY5.2 DISPLAY5.2.1 VIEWABILITY5.2.2 LEGIBILITY OF TEXT5.2.3 USE OF COLOUR5.2.4 INTELLIGIBILITY OF DISPLAYED MESSAGES5.2.5 VISUAL PROMPTS5.3 PRINTED MEDIA5.4 WITHDRAWAL OF MEDIA5.4.1 PROTRUSION5.4.2 CLEARANCE5.4.3 TENSION5.4.4 DENOMINATIONS5.5 NON VISUAL INFORMATION5.5.1 GENERAL5.5.2 AUDIO LEADTHROUGHADAPTABILITY OF CASHPOINTS FOR THE DISABLED65

6.4 Scope of the interactive elements6.4.1 Scope of the interactive elements of the American withDisabilities ActFigure 6.1: Front closeness without obstruction.Figure 6.2: Side closeness without obstruction.66 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

Figure 6.3: Front closeness with obstruction.Figure 6.4: Side closeness with obstruction.ADAPTABILITY OF CASHPOINTS FOR THE DISABLED67

6.4.2 Scope of the interactive elements of the Australian standardFigure 6.5: Front image of the adapted cashpoint machines, with measurementsand sizes.Figure 6.6: Side image of the adapted cashpoint machines, with measurementsand sizes.68 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

6.5 Control table of the level of adaptability of theautomatic cashpoint machinesAmbitProposalPriority Positioning/Model:LocationSuitable signalling by the banking entity: large posters,contrast1PHYSICAL ACCESSIBILITYAccessPositionFree surfaceareaIlluminationPrivacy andsecuritySuitableVisiblesignalling ofthe terminalBy touchAudiblySpace free of obstaclesInsertion of control cards: 0.7-1.20 mVestibule with free spaceDoorsAutomatic opening mechanismsDoor width > 0.8 mForce to open doors 20 NQueue controlTakes in aspects of security, environmental protection,noise, illumination1.5 x 1.5 m (without including door movement)Slope 2%50 lux on the ground200 lux minimum for operationAvoid shadows and reflectionsFluorescent lamp noiseSignposted free spaceShelf1231213113211212313Option of blocking screen (on using the speech outputoption) to protect data2Visual mechanisms for not forgetting card or money2Sound mechanisms for not forgetting card or money2ADAPTABILITY OF CASHPOINTS FOR THE DISABLED69

PriorityAmbit Proposal Positioning/Model:Scope of theinteractiveelementsPossibility of frontal and side approach following the marginsof section 4.4.1Viewing angle > 45ºReceptacles or waste bins that fir with the area of reach112Entrance andwithdrawaldevicesEntrance andwithdrawalelementsUseable with one hand, without needingto pull or turn wristsMaximum effort 22,2 N11Braille signalling1Symbol signalling,through graphics3Signalled components:visually (flashing light),by touch1Entrance device in form of a funnel1INTERFACE ACCESSIBILITYKeyboardSigns on the card for identificationSigns on the card for orientationSigns in the bank book for orientationand last pageStandardise the keyboardKeyboards with 5 marked,telephone numerationKeys marked by touch312211Keys marked with relief2Concave, non-slip keys2Size of keys 10 x 10 mm minimum1Minimum height 2 mm1Separation between number keysof 3 mm minimum1Separation of numerical and function keys9 mm minimum1Function keys:cancel X red, delete/correct I yellow,confirm/continue O green1Keys with sound confirmation oncepressed1Alarm buttonCorrectly signalled1Alternative method to speaking370 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

ADAPTABILITY OF CASHPOINTS FOR THE DISABLED71

6.6 Glossary of sensory disability terminology (providedby ONCE)GLOSSARYVISUAL SHARPNESSThe measurement of visual sharpness forms the first part of ocular examination.Visual sharpness means the degree of aptitude the eye has to perceive spatialdetails, these being measured by the angle below which they are seen. Thesmaller this angle, the greater is the visual sharpness.To measure it, optotypes or panels of letters or symbols are generally used.These letters or symbols are arranged in lines, gradually reducing their sizeand their design is adjusted to norms of size, thickness and separationbetween them. Each line shows the distance at which the letters or thesymbols can be clearly identified by a person with “normal” vision.Visual sharpness is determined in each eye separately and with the bestcorrection with glasses or contact lenses that the person needs. To measureit the person sits facing the optotype at the distance for which it is prepared(usually 6 m). If they see all the figures, their visual sharpness will be theunit (1), which corresponds to normal vision. If they cannot see all the lines,then the smallest one that they can see is noted down.The notation of visual sharpness may be decimal (0.1- 0.2…) or in the formof a fraction (the numerator indicates the distance between the personevaluated and the optotype, and denominator the distance at which thenormal eye could identify the stimulus shown).Visual sharpness must be measured from both far away and close-up.VISUAL FIELDThe area of space that the eye sees is called the visual field. Visual fields areexamined in order to diagnose ophthalmologic pathologies, to study theirlocation within the visual system and control its evolution.Visual sensitivity is greater in the central part of the visual field, this pointcorresponding to the fovea and decreasing as it moves further away towardsthe more peripheral areas. Therefore the objects situated in the centre orclose to it are clearly seen whereas by going towards the periphery the sizeof the objects must be greater to be seen.72 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

The visual field is divided into degrees from the fovea (central area of theretina):• Temporal: 85°• Nasal: 60°• Upper: 45°• Lower: 65°The visual field must be measured for each eye separately, there being manytests to establish it (confrontation, Amsler, Goldmann perimetry,computerised perimetry, etc.).ADAPTABILITY OF CASHPOINTS FOR THE DISABLED73

6.7 Statistical data of ONCE6.7.1 Members of ONCE (December 2005)Autonomous From 0 to 18 From 19 to 64 Over Subtotals TotalCommunity years years 65M W M W M W M W M + WANDALUSIA 739 577 4.378 3.392 2.521 3.370 7.638 7.339 14.977ARAGON 74 60 469 394 371 573 914 1.027 1.941ASTURIAS 41 37 495 401 257 365 793 803 1.596BALEARICS 55 39 413 352 169 221 637 612 1.249CANARIES 187 139 1.152 1.011 485 669 1.824 1.819 3.643CANTABRIA 25 17 257 224 114 253 396 494 890C-LEÓN 126 104 914 750 741 976 1.781 1.830 3.611C-LA MANCHA 110 93 756 514 462 601 1.328 1.208 2.536CATALONIA 338 242 2.678 2.262 1.761 2.423 4.777 4.927 9.704EXTREMADURA 76 68 536 437 312 424 924 929 1.853GALICIA 140 129 993 767 541 681 1.674 1.577 3.251LA RIOJA 15 10 129 117 113 139 257 266 523MADRID 366 276 2.550 2.197 1.620 2.468 4.536 4.941 9.477MURCIA 112 87 648 628 412 616 1.172 1.331 2.503NAVARRA 25 20 198 165 122 136 345 321 666BASQUE COUNTRY 63 56 870 750 597 1.041 1.530 1.847 3.377VALENCIA 259 170 1.823 1.338 950 1.240 3.032 2.748 5.780TOTALS 2.751 2.124 19.259 15.699 11.548 16.196 33.558 34.019 67.577M: Men W: Women(Source: Members register ONCE. December 2005)74 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

6.7.3 Evolution by gender, age group and visual condition of themembers of ONCE53%52%51%50%49%48%47%46%45%44%43%52%50%50%48%1996 2005MenWomen70%60%50%40%30%20%10%0%58%52%33%41%9%7%1996 200519 to 64 yearsOver 650 to 18 years90%80%70%60%50%40%30%20%10%0%78%70%30%22%1996 2005Visual impairmentBlindness76 ADAPTABILITY OF CASHPOINTS FOR THE DISABLED

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