# Comparative Analysis of Usability and Accessibility of Kiosks for People with Disabilities
## 1 Introduction  
With the technological developments made since the Fourth Industrial Revolution, devices such as smartphones and personal computers (PCs) have rapidly grown in number [1]. Kiosks, which are unmanned terminals that allow users to obtain information through information services or task automation without any human assistance [1; 2; 3], are natural and intuitive information systems that have become an important element of the information age. Each kiosk supports multimedia (audio, video, photos, and animation) functionalities, allowing users to interact with them in different ways [4]. Public kiosk systems are used for various purposes, including taking pictures, connecting devices to the Internet, purchasing tickets, obtaining financial and administrative services, and learning directions. The service industry has been surging with the introduction of kiosks, and developments in touch screen technology have enabled their easy accessibility in daily life [5]. These devices have become common in various public places such as restaurants, subways, museums, shopping malls, hospitals, movie theaters, libraries, and airports, and they are gradually growing in number [1; 6; 7; 8]. Recently, artificial intelligence (AI) concireges with technologies such as facial and voice recognition and thermal imaging cameras have been introduced to solve the accessibility and usability problems that elderly persons face when using kiosks. Such concireges welcome and guide customers and deliver basic information regarding topics such asexchange rates and the weather. AI concierges in the financial sector use a large screen attached to the kiosk and guide users by a simulated natural conversation. Regarding the advantages on the provider side, kiosks can continually provide a high quality of service and reduce labor costs as they are operable 24 h a day; on the consumer side, customers can benefit from the services quickly and not have to wait in line for a long time [9]. However, even such generally used kiosks still pose problems regarding accessibility and usability for people with disabilities and for the elderly [10; 11]. When using a kiosk, not only are difficulties experienced in operating procedures such as menu selection, but also in accessing the kiosk space itself. If such accessibility issues are not considered when designing and using a kiosk, there will be severe restrictions on the daily use of kiosks by such people [10; 12]. Usability is generally defined as an individual's ability to perform a task [13; 14; 15]. The International Organization for Standardization (ISO) 9241-11 defines usability as \"the extent to which a specific user can use a product to achieve a specific goal with effectiveness, efficiency, and satisfaction in a specific use environment\" [16]. Usability is an important element of the existing user experience (UX) and includes items such as simplicity, directness, efficiency, informativeness, flexibility, learnability, and user support, which measures how easily and conveniently a product/service can be used [17; 18]. According to the ISO, accessibility is defined as the ease of use of a product, service, environment, or facility, regardless of individuals' capabilities [19]. Products/systems with accessible designs are ones that users with disabilities can use [20]; such a design is referred to as inclusive design [21] and universal design [22]. Although accessibility and usability are different concepts, they are sometimes used interchangeably without clear differences in existing studies [23]. Their ISO definitions make them seem similar, and they seem to only differ with respect to how users with disabilities perceive them. Accessibility mainly refers to the capability of an individual to access a specific device, and its definition has been covered in many legislations [5; 24; 25]. Regarding kiosk devices, there are various existing legislations, and new ones are also being enacted [5].