Accessibility in
Payment Systems

Digital payments have revolutionized commerce in India, but often, the rush to digitize leaves some users behind. During the development of a payment system for a local dairy business, I encountered a challenge that isn't discussed enough: accessibility for the visually impaired and elderly.

The Challenge

The project involved creating a QR-code based menu and payment flow for a dairy shop. While standard QR codes work well for most, they assume a certain level of visual acuity and digital literacy. We noticed that several elderly customers and one visually impaired regular struggled to interact with the standard visual menu.

The Solution: Audio Menus

To address this, we integrated an audio-first approach. When the QR code is scanned, the web app checks for system accessibility settings, but also offers a prominent "Play Audio Menu" button at the very top.

• Text-to-Speech Integration: Using the Web Speech API to read out menu items clearly in the local language.
• Voice Navigation: Simple voice commands to select items (e.g., "Add milk").
• High Contrast UI: Ensuring buttons and text meet WCAG AAA standards.

Impact

The result was immediate. The visually impaired customer was able to place an order independently for the first time. But interestingly, it also helped users with low literacy, who preferred listening to the menu rather than reading it. This is the Curb Cut Effect in action: designing for accessibility ends up helping everyone.

Key Takeaway

Accessibility shouldn't be an afterthought or a "compliance checklist" item. It is a fundamental aspect of User Experience. When we design payment systems—critical infrastructure for daily life—we have a moral obligation to ensure they are usable by everyone.