Accessibility in the checkout area: why it is essential for retailers

05.02.2025

by Sandra Katzenberger

The checkout area is the final stage of any shopping experience – but it is here that accessibility is often neglected. Although a lack of accessibility can be a competitive disadvantage. People who are dependent on accessible solutions may be alienated as loyal customers and go to the competition. Despite growing awareness and initial accessibility measures, the current debate in Germany shows that there is still a lot of work to be done in the retail sector.

Legal situation: No obligation to provide accessibility for self-checkout tills

A man in a wheelchair orders in a café and holds a card in his hand to pay; Copyright: Adobe Express

Counters or self-checkout tills are often installed at a fixed height that is inaccessible for people of short stature or wheelchair users. Height adjustability could provide a remedy here.
© Adobe Express

A ruling by the Higher Regional Court of Frankfurt caused a debate: Self-checkout tills do not have to be barrier-free if conventional staffed tills are available. However, the legal situation remains inconsistent. According to the Federal Ministry of Labor, the “buying goods” service is not covered by the Barrier-Free Strengthening Act, which will apply from June 2025 in Germany. Therefore, self-checkout systems do not necessarily have to be designed to be barrier-free.

The German Association for the Blind and Visually Impaired (DBSV) criticizes this loophole and demands that self-checkout systems should comply with European standards (EN 301549) for accessibility. Although the law covers card payment terminals, it does not cover other parts of the checkout technology. By 2026, all newly purchased card payment terminals in retail must be accessible.

There are also laws in other countries that are intended to prevent discrimination against people with disabilities and stipulate certain accessibility requirements. The Americans with Disabilities Act (ADA), for example, requires retail stores to remove barriers and create an accessible environment for people with disabilities. This includes lower service counters that make it easier for people with mobility aids to complete transactions. However, specifications for cash registers, self-service devices or checkout zones are usually missing.

Technology innovations are revolutionizing retail, from the store to the back office, from the supply chain to the checkout – Stay in touch with developments: Find the latest solutions, an invaluable exchange with the industry and plenty of expertise at EuroCIS – the Leading Trade Fair for Retail Technology.

Technological innovations as a driver of inclusion

Some companies are proving that barrier-free checkout zones are possible. Manufacturers such as Pan Oston and Pyramid Computer rely on innovative technologies and flexible furniture, including

adjustable screen heights,
physical buttons and Braille lettering,
audio navigation systems or
terminals at an accessible height.

These approaches go beyond legal requirements and show that some companies consider inclusion to be economically viable.

Barrier-free self-service checkouts and checkout zones as a competitive advantage

An elderly couple using a self-service checkout in a supermarket; Copyright: Adobe Express

People with visual impairments or older people with failing eyesight are often unable to use self-service terminals. Audio navigation systems could be an aid.
© Adobe Express

More and more retailers are currently introducing technologies such as self-checkout tills and self-service terminals to offer their customers added value. However, many are not yet sufficiently aware of the problems that people with disabilities encounter when using self-service solutions. Touchscreens, scanners and pin machines at self-service checkouts and kiosks are often inaccessible for wheelchair users. People with visual impairments have problems operating a touchscreen or scanning items. It is clear that accessibility is not only socially important, but also a clear competitive advantage. Inclusion strengthens customer loyalty and expands the target group in a diverse society. The checkout area in particular often determines whether a customer completes their purchase positively – and whether they will return.

Sources: Lebensmittelpraxis.de, Lebensmittelzeitung.net, Accessibilitychecker.org, Panoston.de, Pyramid-computer.com, bmas.de

Accessibility plays a role in e-commerce as well – not just to enable as many customers as possible to shop, but also because retailers will have to comply with legal requirements in 2025. Find out more about the accessible design of online stores.