Why accessibility matters at the checkout

Can you imagine needing to share your PIN with a retailer because you couldn’t see the numbers on the payment terminal and how frustrating – not to mention unsafe – that would feel?

Westpac has just published guides to help visually impaired customers use the assistance and accessibility modes available on Westpac Get Paid EFTPOS terminals – in response to insights from last year’s Disability & Inclusion in Banking report.

The report, produced by research consultancy ThinkPlace, explored the barriers people with accessibility needs can face when using everyday banking services. One area highlighted was payments – in particular, the challenges posed for blind and low vision New Zealanders by non‑accessible EFTPOS terminals.

The new videos include voiceovers, captions and written transcripts and are included in the resources on the Accessible Banking section of Westpac’s website.

• Assistance mode offers larger text and improved colour contrast on screen.
• Accessibility mode provides audio instructions alongside tactile markers to support secure PIN entry.

Tania Reed, Westpac NZ Digital Accessibility Manager, says the videos are the latest step in the bank’s journey to improve accessibility.  

“Following the findings of the report, we began adding tactile markers to all new EFTPOS terminals – making it easier for people to identify numbers and enter PINs on touch-screen terminals,” Ms Reed says.

“Last year we also introduced new physical cards, which include Braille, identification notches and larger numbers.

“We want to make it easier for customers – and those supporting them – to understand the options available to them.”

The changes are part of Westpac’s broader commitment to building accessibility into everyday banking services. While the work is ongoing, the improvements highlight how practical changes, informed by customer insight, can make common tasks simpler, safer and more inclusive.

Westpac continues to welcome feedback and ideas on how banking services can be improved further to support customers with accessibility needs.

Accessibility mode on a Westpac Get Paid EFTPOS terminal