Executive Summary
In preparation for the European Accessibility Act (EAA) and evolving global regulations, Adyen partnered with Vispero® to integrate JAWS for Kiosk into its Android-based payment terminals.
This collaboration supports Adyen’s mission of making payments accessible for everyone, regardless of ability or location, and ensures merchants can confidently serve customers who are blind or have low vision without disrupting operations or compromising design.
The Challenge
As accessibility regulations advanced across the European Union (EU), Adyen recognized an opportunity to lead the industry rather than react to mandates. With the EAA creating new requirements for in-person payment devices, Adyen prioritized accessibility as a core product capability.
The company set out to deliver a secure, seamless experience for customers who are blind or have low vision, enabling them to independently navigate payment terminals, enter PINs, leave tips, and finalize transactions without requiring visual access to the screen.
At the same time, Adyen needed a solution that could scale globally with minimal customization. This meant supporting a wide range of languages and regions, training merchant staff efficiently, and avoiding any disruption to existing payment flows.
Importantly, the solution also needed to work within the small form factor of modern payment devices, where traditional accessibility hardware, such as external keypads, can drive up costs, complexity, and failure risk. Adyen wasn’t looking for a bolt-on fix; it was building for long-term accessibility at scale.
Partner Selection Process
Adyen selected JAWS for Kiosk based on its technical capabilities and alignment with Adyen’s product philosophy. Support for multiple languages across regions enabled the deployment of a single device model globally, allowing users to switch languages based on their terminal location or personal preference. This not only streamlined implementation but also significantly reduced the complexity of training for merchants.
Beyond product capabilities, Vispero’s collaborative approach stood out. Weekly working sessions were in place even before the contract was finalized and continue today, ensuring the solution evolves alongside user needs.
As part of the rollout, Adyen engaged the Royal National Institute of Blind People (RNIB) to conduct real user testing in the EU. This surfaced essential insights that helped Adyen fine-tune usability details to ensure the experience was as intuitive as possible for local audiences.
The Solution
JAWS for Kiosk was integrated into Adyen’s Android-based terminals, enabling a seamless and intuitive screen reader experience that guides users through the entire payment flow, whether entering a tip, switching languages, or securely inputting a PIN.
The screen reader provided a natural-sounding, human-like voice, which was essential for creating a comfortable and dignified user experience. Unlike other solutions that require WAV or MP3 files for each language, JAWS for Kiosk offers built-in voice support, allowing Adyen to expand to new markets quickly without the overhead of maintaining custom audio assets.
A defining feature of this solution is the support for customer headphone connections, which enables private interaction with the device.
Combined with support for traditional audio jacks and built-in speakers, the system is fully flexible depending on customer preference and hardware setup. This headphone integration is a critical requirement for usability.
Since most payment terminals are touchscreen-only, users who are blind or have low vision need to hear the prompts privately while navigating the interface through touch. JAWS for Kiosk is the only enterprise-ready screen reader that provides this level of audio-driven privacy in a touchscreen environment, allowing users to complete their payment securely and independently.
The launch rolled out shortly before the EAA enforcement deadline, with more than 5,000 terminals equipped across the EU within the first month.
Because JAWS for Kiosk is designed for scale, Adyen can deploy a single hardware and software configuration across global markets. Dynamic language switching and responsive voice navigation ensure a localized, accessible experience, without requiring modifications to the device or the addition of third-party hardware.
The Results
The integration of JAWS for Kiosk has had a direct and measurable impact on both users and merchants.
- For blind and low-vision customers, this represents a new level of independence in completing transactions. No longer needing assistance to enter tips, submit PINs, or confirm payment.
- For merchants, the solution addresses accessibility and compliance concerns while maintaining a consistent user experience. The unified device and dynamic language support make deployment simple, regardless of geography. No additional hardware, such as keypads, is required, thereby reducing costs, the risk of mechanical failure, and installation complexity.
The result is a payment experience that’s not only compliant but user-friendly, flexible, and future-ready.
Long-Term Impact
This initiative directly supports Adyen’s broader mission: making payments as easy as possible for everyone in society. As the company expands its reach across APAC, Latin America, and North America, accessibility remains a core principle of its products. Not an add-on.
Adyen is also watching broader legal trends. While accessibility is now mandated under the EAA, the company anticipates similar regulations emerging across other markets.
“Accessibility is quickly becoming a legal requirement, but for Adyen, it’s also a driver of better service, global readiness, and ethical innovation.”
— Shuai Zhang, Product Manager, Ayden
As payment use cases evolve and users expect more functionality, the regulatory landscape is likely to expand to match. Adyen is already building with that future in mind.
By embedding accessibility into the fabric of its payment experience, Adyen is setting a new standard: one where inclusivity is a default, not a differentiator.
