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How can you make your payment processing systems more inclusive for customers with disabilities?

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Payment processing systems are essential for any business that wants to offer convenient and secure transactions to its customers. However, not all customers have the same abilities and preferences when it comes to making payments. Customers with disabilities may face various barriers and challenges when using payment processing systems that are not designed with accessibility and inclusion in mind. In this article, you will learn how you can make your payment processing systems more inclusive for customers with disabilities, and why this is beneficial for your business and your customers.

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Fabrizio Acanfora

Neurodivergent advocate ?Communication and External Relations at Specialisterne It ? Expert in Inclusive Communication…

1 Why inclusion matters

Inclusion means ensuring that everyone has equal access and opportunity to participate in your business activities, regardless of their disability status. Inclusion is not only a moral and legal obligation, but also a smart business strategy. By making your payment processing systems more inclusive, you can reach a wider and more diverse customer base, enhance your reputation and customer loyalty, reduce the risk of complaints and lawsuits, and foster a culture of innovation and social responsibility. According to the World Health Organization, more than one billion people live with some form of disability, and this number is expected to increase as the population ages. Therefore, making your payment processing systems more inclusive is not only the right thing to do, but also a competitive advantage.

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2 How to assess your current systems

To make your payment processing systems more inclusive, the first step is to assess your current systems and identify any potential gaps or barriers that may prevent customers with disabilities from using them. You can use various tools and frameworks to evaluate the accessibility and usability of your systems, such as the Web Content Accessibility Guidelines (WCAG), the User Experience (UX) Design Principles, and the Inclusive Design Toolkit. Additionally, consulting with experts, disability organizations, and customers with disabilities can provide valuable feedback and suggestions. Common issues that may affect customers with disabilities when using payment processing systems include a lack of alternative input and output methods such as voice, touch, or gesture controls, or text-to-speech or speech-to-text features; a lack of clear and consistent instructions, labels, and feedback; a lack of contrast, color, font, and size options; a lack of compatibility with assistive technologies such as screen readers, magnifiers, or keyboards; a lack of error prevention and recovery mechanisms; and a lack of privacy and security options.

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Fabrizio Acanfora

Neurodivergent advocate ?Communication and External Relations at Specialisterne It ? Expert in Inclusive Communication ? Scientific Communicator ? Author ? Blogger ? Teacher and Trainer
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I am an autistic person myself, and I always encourage putting the self-representation option first, that is: first of all ask people with disabilities, then experts or organisations. As the disabled activist Liz Jackson said about people with disabilities: "we are the original life hackers", nobody knows what we need better than us. People with disabilities have to participate in all the steps of the process of inclusion, not just being called to test the results decided and designed by non-disabled individuals, experts or organisations.

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3 How to improve your current systems

The next step to making your payment processing systems more inclusive is to improve your current systems and address any issues that you have identified. To do this, you can utilize various methods and techniques such as the Universal Design for Learning (UDL) Framework, the Web Accessibility Initiative (WAI) Resources, and the Inclusive Design Guidelines. Additionally, it is recommended to test and iterate your systems with customers with disabilities to ensure that they meet their needs and expectations. Some of the common approaches to make payment processing more accessible for customers with disabilities include providing alternative input and output methods such as voice, touch, or gesture controls, or text-to-speech or speech-to-text features; ensuring clear and consistent instructions, labels, and feedback; offering contrast, color, font, and size options; ensuring compatibility with assistive technologies such as screen readers, magnifiers, or keyboards; implementing error prevention and recovery mechanisms; and guaranteeing privacy and security options.

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4 How to design new systems

The final step to making your payment processing systems more inclusive is to design new systems that are accessible and usable from the start. You can use various approaches and strategies such as Human-Centered Design (HCD) Process, the Design for All (DfA) Concept, and the Inclusive Innovation Model to create systems that are inclusive by design. Additionally, involving customers with disabilities in the design process, from ideation to evaluation, will ensure that they are co-creators and beneficiaries of your systems. Some of the key principles to follow when designing new payment processing systems for customers with disabilities include embracing diversity and inclusion as core values and goals, understanding the needs, preferences, and contexts of customers with disabilities, exploring and experimenting with different solutions and technologies, evaluating and refining solutions based on feedback and data, and finally implementing and scaling effective and efficient solutions. Making your payment processing systems more inclusive for customers with disabilities is not only a challenge but also an opportunity to create systems that are accessible, usable, enjoyable for all customers. Ultimately this can enhance your business performance and customer satisfaction.

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Fabrizio Acanfora

Neurodivergent advocate ?Communication and External Relations at Specialisterne It ? Expert in Inclusive Communication ? Scientific Communicator ? Author ? Blogger ? Teacher and Trainer
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As I said before, inclusion needs to start by involving customers with disabilities in the design process, from ideation to evaluation, this is not an additional step, but the first and most important one.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you make your payment processing systems more inclusive for customers with disabilities?

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1 Why inclusion matters

2 How to assess your current systems

3 How to improve your current systems

4 How to design new systems

5 Here’s what else to consider

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