Difficulty in using self-service kiosks remains prevalent among disabled individuals, according to a recent survey
In the bustling city of Seoul, South Korea, self-service kiosks have become a common sight, particularly in food service establishments. This surge in adoption is driven by a combination of market growth and customer demand, aiming to reduce labor costs and offer contactless service options. However, these kiosks have also highlighted significant accessibility challenges for seniors and individuals with disabilities.
The use of self-service kiosks in food service businesses has seen a significant rise, with the number of businesses using automatic ordering systems projected to increase from 1.5% in 2019 to 12.9% in 2024. International brands like Starbucks have joined the trend, introducing self-service kiosks in Seoul.
However, surveys reveal that many disabled users find these kiosks difficult or impossible to use. In a study, 80.1% of respondents cited self-ordering machines as problematic. Despite laws requiring accessible design since 2021, the number of barrier-free kiosks remains limited, with only 466 certified kiosks sold as of 2025. Awareness among operators is also low.
To address these issues, the South Korean government has taken several initiatives. The Ministry of Science and ICT (MSIT) has allocated ₩9.2 billion in 2025 to subsidize kiosk developers for retrofitting hardware and software to improve accessibility. This includes screen readers and tactile interfaces that do not require full hardware replacement.
The Ministry of SMEs and Startups offers subsidies to small businesses for barrier-free kiosk acquisition through smart store programs. Seoul city operates a "Digital Guides" program, deploying personnel to assist elderly residents in using digital tools, including kiosks.
Looking ahead, the South Korean government plans to revise regulations to expand accessible kiosk availability and publish operator guidelines. AI integration in public services is also prioritized to create a human-centered digital city in Seoul, which may enhance kiosk usability for vulnerable groups.
The global self-service kiosk market is showing strong growth, with projections to reach $37.2 billion in 2025. This growth mirrors Korea's active adoption, especially in urban hubs like Seoul.
Despite the challenges, Seoul continues to embrace self-service kiosks, balancing expansion with a commitment to accessibility. This dual focus on growth and inclusivity defines the current and near-future trajectory of self-service kiosks in Seoul.
- The South Korean government, through the Ministry of Science and ICT, has allocated funds to subsidize kiosk developers for improving accessibility, including implementing screen readers and tactile interfaces.
- The Ministry of SMEs and Startups provides subsidies to small businesses for obtaining barrier-free kiosks through smart store programs.
- In an effort to create a more human-centered digital city in Seoul, the government is planning to revise regulations to increase accessible kiosk availability and publisher operator guidelines, while also prioritizing AI integration in public services.
