Empowering Visually Impaired Consumers in Retail: A Systematic Review of Accessible Payment Solutions for All

Abstract

A decrease or loss of sensory ability may occur due to aging, accidents, illnesses, or congenital conditions. This underscores the critical importance of adopting an “inclusive approach to differences”, as a principle that businesses must prioritize. By embracing inclusivity and a human-centered design philosophy in the development of products, businesses and individuals can achieve a “win‒win” outcome, expanding their customer base while increasing their satisfaction levels. This study aims to summarize the current state of research focusing on accessible payment systems in the literature and synthesize it with the perspectives of macrolevel stakeholders influencing regulations and good practices in the marketplace. This systematic review analyzes the literature to assess the current state of payment systems used by visually impaired consumers (VICs) and to evaluate the practices implemented by businesses in this domain. Additionally, practical insights from business operations and NGOs’ efforts to reorganize regulations are intended to provide both theoretical contributions and actionable insights for practitioners and policy makers. Key findings highlight the payment tools employed by VICs in shopping, the challenges they face, and their coping mechanisms. Furthermore, the study evaluates initiatives at the macro level, including accessible payment terminal innovations, aimed at fostering more inclusive payment experience.

Keywords

• Accessibility
• Accessible Payment
• Consumer Normalcy
• Vulnerable Consumer
• Financial Inclusion

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