Cost 219ter

Payphones with immediate public access

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Scope

Public pay phones currently play, and will continue to play for the foreseeable future, an important role in our telecommunications-filled lives. Despite the increasingly widespread use of mobile phones, there will still be a need for public pay phones both for people who do not possess a mobile phone for whatever reason and for people who do not have phones in their own home, particularly those on low incomes.

If due care is not taken with the pay phone design the manufacturers and therefore the telecommunication operators may unwittingly be excluding a sizeable proportion of the population from using their pay phone with the risk of losing potential revenue.

This publication aims to provide information on the requirements, relating to public pay phones, of people with limited abilities. This not only includes people with reduced vision, hearing, muscular strength and muscle co-ordination but also older people and potentially all users who may experience difficulties due to adverse conditions. It will show that even with a minimum amount of effort and often at little or no extra cost, pay phones can be made accessible to a wider customer base.

The information will primarily benefit pay phone manufacturers and importers who wish to design for the largest possible market through the implementation of inclusive design. Furthermore, the organisations of older and disabled people can use the information to specify their pay phone requirements to the telecommunication operators.

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Contents

Scope
1	Introduction
2	Problems with immediate public access to pay phones
2.1	Relevance for people with limited ability
3	Guide
3.1	"Finding the phone"
3.1.1	Basic recommendations
3.1.2	Additional recommendations
3.2	Design of operational functions
3.2.1	Basic recommendations
3.2.2	Additional recommendations
3.3	Design of the pay phone unit
3.3.1	Basic recommendations
3.3.2	Additional recommendations
3.4	Design of the pay phone unit - display
3.4.1	Basic recommendations
3.4.2	Additional recommendations
3.5	Design of the pay phone unit - payment
3.5.1	Basic recommendations
3.5.2	Additional recommendations
3.6	Handset design
3.7	Instructions and help
3.7.1	Basic recommendations
3.7.2	Additional recommendations
3.8	Additional functions
4	Relevant publications
5	Relevant Standards
6	Other information

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1. Introduction

National network operators install public pay phones at locations where they are needed or specially requested. The phones can be located inside buildings or out in the open. They are commonly located in places where many people pass by, for example in bus terminals, train stations, pedestrian streets, bus stops, shopping centres, etc.

Currently, there is a mixture of public pay phones that either accept coins or various sorts of cards. Many phones now accept both means of payment. The phones are often similar to those that we have at home or at work. Typically, a pay phone will be located in a special booth (most often outside) or on a wall (most often inside).

Pay phones may vary in design, both within a country or region, and to an even greater extent across borders.

Public pay phones of tomorrow will mainly differ in relation to the types of communication methods available. As use of the Internet becomes more and more widespread, it is most likely that public pay phones will also provide multimedia forms of communication. Future pay phones will, in all likelihood, be accessed and used exclusively with cards - and most probably Smart Cards. This may affect pay phone design as the latter become more like the self-service terminals currently in use. This could help overcome several problems related to payment and interface configuration for disabled users, although it could have just the opposite effect if the needs of these users are not taken into account in the design stage.

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2. Problems with immediate public access to pay phones

2.1 Relevance for people with limited ability

To fully participate in society, individuals need to have the possibility of using public pay phones. Some of the main design features that are essential for people with limited abilities are shown below in figure 1. Some of these design features will also make it easier for everyone to use the phone.

Figure 1. Some of the essential design features for disabled and older users

Incorporating the design features shown in Figure 1 will alleviate a fair amount of the difficulties encountered by people with limited abilities. Other difficulties include locating the phone, physical access, retrieving the coins and cards and understanding the instructions.

Figure 2.

Public pay phones should be accessible to people with wheelchairs and people who cannot use their arms or hands. Steps should be avoided and the inside width of the booth should allow entry of a wheel-chair any doors should permit easy access

Figure 3.

Understanding the instructions given in the display and being able to push the buttons are essential requirements

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3. Guide

These recommendations for inclusive design are intended to indicate how the problems mentioned above can be overcome. It should also be clear that fulfilling these recommendations is just one way of ensuring access to public phones.

3.1 "Finding the phone"

The first requirement for any user is to be able to locate the pay phone. This poses a particular problem for blind and partially sighted people but also for people who do not live in or know that particular area. It will obviously help everyone to locate pay phones in "logical" places. For blind people, the use of recorded audio information and printing directional signs in Braille will be of great importance. The directional signs should be easy to spot and large letters in contrasted and standardised colours will be of great benefit to partially sighted people.

3.1.1 Basic recommendations

If a pay phone is located in a booth it ideally should have no door or a door that allows easy wheelchair access. In a noisy location there are conflicting requirements between different users. Obviously, for someone in a wheelchair easy access is the main concern (no door is ideal) but for people who are hard of hearing the main concern is to reduce the noise level (a door can help achieve this). A door that allows easy wheelchair access can often prove the best compromise. If the pay phone is located outside it must be protected from the weather

3.1.2 Additional recommendations

3.2 Design of operational functions

3.2.1 Basic recommendations

For users in wheelchairs, the height of the phone is crucial for both access and being able to reach the controls. The lower edge of the phone should be at least 70 cm above the ground th allow wheelchair access and the highest operational controls shouls be at the most 120 cm above the ground and at least 30 cm from the wall to stay within reach. Allowing sufficient space under the phone unit for a footrest or wheelchair should also enable the user to get suffucientlly close to the display.

The lighting is another important concern. The minimum illumination on the active area should be at leats 200 LUX but it should not cause glare or reflections. The background illumiation should be at least 50 LUX.

3.2.2 Additional recommendations

A notch for a walking stick is recommended

3.3 Design of the pay phone unit

3.3.1 Basic recommendations

Keypad

Keypad and location of special push buttons (*, 0, #) must comply with ITU T Recommendation E 161 (3/96). Blind people and persons with low vision have difficulty in reading the labelling on keys. It is important that the layouts of keys be kept in a standard arrangement. It is also important to set out the keys in a way that makes it easy to distinguish between the main numerical keys and other function keys. Variation in the size, shape and position of function keys will help differentiation.

Figure 4. Standard key layout

Receive amplification.

Receive amplification enables the user to increase the volume of sound coming through the telephone earpiece. This is helpful to people who either do not have a hearing aid or who need to remove their hearing aid to use the phone. This facility should allow for increasing the level of the acoustic output by user adjustment over a range of 0-20dB. For safety reasons it is recommended that the control should reset to zero on termination of a call. There should be clear indications that the volume can be adjusted and the symbols should meet the new ETSI standard ??? Marking must be visual and perceptible to the touch.

Figure 5. Receive amplification marking ETSI ????

Keys

When a person has difficulty making precise finger movements, large keys that are recessed or guarded can help ensure that the wrong key is not pressed. Concave keys or even keys elevated min. 3mm above general level are best. The buttons must also have good contrast to the surface of the phone.

The operating pressure required to activate a key may be critical for some people. Unsuitable pressure may result in mis-keying, either through no contact or repeated operation, and it may even lead to muscle spasm where the user cannot readily release the key. A means of adjusting the return spring pressure or, alternatively, a range of keypads with differing operating forces, is required to meet the needs of these users. If
keys exits then activating pressure to keys should be 90-170g.

Key Feedback

Tactile feedback that confirms a key has been pressed can be very helpful. Keys with a detectable physical change in indentation can provide a tactile signal, as shown below.

Figure 6. Tactile feedback

For many people some form of audible confirmation that a key has been pressed is very helpful. This will normally take the form of a sound in the telephone earpiece when a key is activated. Audible feedback is particulary helpful to blind and visually impaired people, but also helps people with poor manual dexterity who may not be sure if they successfully activated a keystroke.

Figure 7. Audible feedback

Users with impaired hearing will require a visual indication of dialling tone and other tones on the line. This will also be vital for those with physical difficulties, who miss or inadvertently repeat a digit.

Figure 8. Displayed feedback

Tactile Key markings

Persons who are blind or have low vision find it useful to be able to feel the keys of a telephone. It is particularly important to have a single raised dot on the number 5 key. Designers should follow the ETSI standard ES 201 381, 1998.Button "5" must be marked with a "dot" perceptible to the touch (dot may not reduce legibility). Marking of additional functional push buttons must be unambiguously perceptible to the touch (applies also to buttons not integrated into the push-button keyboard - e.g. coin return).

Figure 9. Example of tactile key markings

Visual contrast key legends

Large clear typefaces should be used to improve legibility for persons with low vision (e.g. new typeface from Tiresias Screenfont: from BitStream - UK or US). When choosing typefaces it is important to use characters that have clear 'open' shapes. Many people with low vision can easily misread such characters as 3, 5, 6, 8 and 9 if the tails curl over; this tends to blur or merge the shapes. As can be seen above the characters of Century Old Style are less clear and open than those of Verdana.

Figure 10. Example of "curled over tail" and "open" typeface

3.3.2 Additional recommendations

3.4 Design of the pay phone unit - display

3.4.1 Basic recommendations

Good standards of legibility help all users, but for many people with low vision the issue is fundamental to being able to read text displays. Displays that enable large characters to be shown are very important to visually impaired persons.

Many telephones use small text displays that show dark characters on a mid-tone background. This is very difficult to read for most people with low vision. It is very important to display text and numbers in a way that provides maximum contrast between the characters and the background. Pale colours and colours which are close in tone should be avoided. White or yellow type on black or a dark colour is more legible provided that the typeface weight and size are suitable. Small type and very bold type tend to blur for some people, reducing legibility.

Figure 11. High contrast display

The Display must be with illuminated background and readable at min. 120° view-angle and the text must be min 8mm. high (approx. type size 16 point)
As with the keypad an open typeface is recommended (e.g. new typeface from Tiresias Screenfont: from BitStream - UK or US)

The words should be evenly spaced and slightly more open on display than on print. It is also best to use unjustified right hand margins (avoid splitting words)

3.4.2 Additional recommendations

3.5 Design of the pay phone unit - payment

3.5.1 Basic recommendations

Inserting cards and coins
People with dexterity problems can have difficulty inserting cards or coins into slots. To help with this problem, slots with funnel shapes that guide either the card or coins into place will be very helpful.

Figure 12. Example of a slot with funnel shape

For retrieving cards it is also helpful to ensure that the card protrudes by a sufficient distance, at least 2 cm, to allow a person with reduced strength to grip the card. The way unused coins are returned should also be carefully considered.

A clear and perceptible indication of where to insert coins or phone cards (e.g. flashing light) should be given.

There should be a clear and perceptible indication of the direction to insert the card. A notch (in accordance with ITU Standard E136 and EN1332-2) can help users insert the card in the correct orientation.

Figure 13. Notch to help insert card in correct orientation

3.5.2 Additional recommendations

3.6 Handset design

To help people with uncoordinated movement or reduced strength in their hands, it is important that there is enough space for fingers between the handset and the telephone base unit so that it can be picked up and replaced with ease. The way the handset is positioned on the base unit can also make a big difference to how easy it is to pick up.

The handset and the way it rests on the base unit should be designed so that the handset falls easily back into place and cannot be positioned incorrectly.

People with reduced strength in their arms and hands can find it difficult to lift and hold a handset if it is too heavy or if the balance of weight is uneven. In particular it can be uncomfortable and require extra strength to hold a handset if the earpiece is heavier than the mouthpiece. Balance, weight, shape and size are all important aspects.

Keep the balance of weight between the earpiece and mouthpiece even.

Figure 14. Balance of weight of handset

The shape and size of the handset are very important factors. People with arthritis, uncoordinated movement or reduced strength may find it difficult to handle and hold the handset if the shape is too round and smooth or if it is too wide or too small. Consideration should also be given to the functional shape of the handset when it is being held to the ear by a person with reduced co-ordination or weak grip.

Figure 15. Ergonomic shape of handset

Conventional noise-excluding techniques are probably inappropriate in pay phones, but it is still possible to limit the adverse effects of ambient noise through careful handset design. In particular it is important that the earpiece is large enough and shaped to cover most of the ear. This will help seal the ear to reduce external noise interference for persons with reduced hearing. A small or badly shaped earpiece will not seal well against external noise.

Another means of reducing effects of ambient noise is to use Sidetone. This is a facility for improving the signal to noise ratio at the earphone by minimising the effects of ambient noise picked up by the microphone and mixed with the incoming speech. The sidetone level should be user adjustable within the limits set by the network characteristics.

3.7 Instructions and help

3.7.1 Basic recommendations

3.7.2 Additional recommendations

3.8 Additional functions

Dial-out buffer memory

A dial-out buffer memory enables users who are slow in dialling to avoid being timed-out. Generally the user taps in a number and when ready presses a send key, as used on many mobile phones. Many elderly people need plenty of time to read a number, press the keys and check that they have entered the correct number. It is recommended that the buffer memory includes a system to remind the user if a process has not been completed.

Expiry of communication time must also be indicated audibly and visually.

Figure 16. System to remind user of process status

Coupling to hearing aid

It is estimated that there are over ten million people (3% of the population) in the European Union who need to use a hearing aid to give them full use of the telephone.

Coupling to a telephone may be by any appropriate means, including inductive coupling, infra-red.

ETSI standards (ETS 300 381 and ETS 300 679) should be observed where appropriate.

A clear indication of inductive loop facility should be given if available. Symbol

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4. Relevant publications

"Telephones for All, Nordic design guidelines - Second Edition" The Nordic Cooperation on Disability and COST 219bis. Edited by John Gjøderum and Patrick Roe, 1999.

"Issues in Telecommunication and Disability". The European Commission, COST 219. Edited by Stephen von Tetzchner. 1991.

"Telecommunications for All". The European Commission, COST 219. Edited by Patrick Roe. 1995.
Access Prohibited? Information for Designers of Public Access Terminals. Royal National Institute for the Blind - on behalf of INCLUDE. Edited by GILL, J. ISBN 1 86048 014 4, 1997.

"Nordic Guidelines for Computer Accessibility". Nordic Cooperation on Disability, Stockholm. Edited by Clas Thorén. 1998.

"Telefoner til alle - katalog" 3rd edition. Danish Centre for Technical Aids for Rehabilitation and Education, Århus, 1995.

"Telecommunications for Older People and Disabled People in Europe". ISBN 90 5199 346 3, 1997.

"Accessibility of Telephone Systems and Services" by the EC SPRITE-S2 ACCENT Project Consortium, 1998.

"Telephones - What features do disabled people need". Edited by John Gill and Tony Shipley. ISBN 1 86048 020 9, 1999

"Human Factors Guidelines for Designers of Telecommunication Services for Non-expert Users" by the EC RACE LUSI Project Consortium, 1996.

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5. Relevant Standards

ETSI ETR 029 "Human Factors (HF); Access to telecommunications for people with special needs. Recommendations for improving and adapting telecommunication terminals and services for people with impairments".

ETSI ETR 051 "Usability Checklist for Telephones, Basic Requirements".

ETSI ETR 095 "Guide for usability evaluations of telecommunications systems and services".

ETSI ETR 116: Human factors guidelines for ISDN terminal equipment design

ETSI ETR 166 "Evaluation of Telephones for People with Special Needs, An Evaluation Method".

ETSI ETR 167 " User instruction for public telecommunication services, Design Guidelines, STC HF1, Jan. 1995.

ETSI ES 201 381 "Telecommunications keypads and keyboards; Tactile identifiers".

ETSI ETS 300 679 "Telephony for the hearing impaired. Electrical coupling of telephone set to hearing aids".

ETS - 300 381 - DE/TE 04091 "Telephony for the hearing impaired people; Inductive coupling of telephone earphones to hearing aids.

ETSI ETS 300 488 "Telephony for the hearing impaired. Characteristics of telephone sets that provide additional receiving amplification for the benefit of hearing impaired users".

CCITT Recommendation P.35 "Handset telephones".

CCITT Recommendation P.79 "Calculation of loudness ratings for telephone sets".

CCITT Rec. E.161 "Arrangement of figures, letters and symbols on telephones and other devices that can be used for gaining access to a telephone network".
ISO/DIS 9241-4. "Ergonomic requirements for office work with visual display terminals (VDTs) - Part 4: Keyboard requirements".

ISO 1092-1974 (E) "Adding machines and calculating machines - Numeric section of ten-key keyboards".

ISO/IEC, Guide 37 "Instruction of use of products of consumer interest", 1983

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6. Other information

COST 219bis
This group of 21 countries is concerned with access to telecommunications by disabled and elderly people. Their site contains much detailed information about access to telecommunication systems and services by disabled and elderly people.

Include
This is the main European web site concerned with designing information and communication technology systems so that they are accessible to everybody including disabled and elderly people. This site contains a wealth of information including demographics of disability in Europe, relevant standards as well as legislative aspects.

Trace Center
This is the main American web site concerning access to new technology by people with disabilities.

ETSI
This site contains details of the standards from the European Telecommunications Standards Institute.

The Nordic Cooperation on Disability (NSH)
NSH is an institution under the Nordic Council of Ministers (the social affairs ministers) with responsibility for running a number of activities and projects.

Center for Universal Design
A comprehensive site covering most aspects of universal design

www.tiresias.org/phoneability/telephones/index.htm
Information on the types of disability associated with difficulties in using telephones and information about telephone features. (Gill, J. M. & Shipley, T. (eds.) (1999) Telephones - what features do disabled people need? London: RNIB. ISBN 1 86048 020 9).