Air New Zealand had a problem that affects millions of travellers. Their check-in kiosks worked perfectly for most people, but left passengers with disabilities struggling to navigate what should be a simple process. We helped them transform their self-service check-in experience to be truly accessible, ensuring every passenger could travel with dignity and independence.

The Challenge

Air New Zealand's self-service check-in kiosks were creating barriers for passengers with disabilities. The existing systems didn't meet accessibility standards like WCAG (Web Content Accessibility Guidelines) or ADA (American Disability Act) compliance.

For passengers with visual impairments, motor disabilities, or cognitive challenges, what should have been a quick check-in process became a frustrating experience that often required assistance. This wasn't just a compliance issue. It was about ensuring that every passenger, regardless of their abilities, could start their journey with confidence and independence.

How We Approached It

We embarked on comprehensive accessibility research and testing, spending over 30 hours conducting disability testing and insight reporting. Our approach was deeply human-centred, focusing on understanding the real challenges passengers face rather than just ticking compliance boxes.

We worked closely with passengers who have various disabilities to understand their needs, frustrations, and workarounds. This included extensive user testing with screen readers, testing SITA ADA touch controls, and ensuring the interface worked seamlessly for people with different types of impairments. Every design decision was validated through real user feedback.

What Made It Special

Most accessibility projects focus on retrofitting existing systems. We took a different approach, redesigning the entire check-in flow from the ground up with accessibility as a core principle, not an afterthought.

We implemented comprehensive WCAG A, AA, and AAA compliance alongside ADA requirements. But more importantly, we created an experience that felt natural and intuitive for all users. The accessible version wasn't a separate "special needs" interface. It was simply better design that worked for everyone.

The Reality

We delivered a fully accessible check-in kiosk experience that transformed how Air New Zealand serves passengers with disabilities:

30+ hours of dedicated disability testing ensuring real-world usability Full WCAG A, AA, AAA compliance meeting the highest accessibility standards Complete ADA compliance exceeding legal requirements Seamless screen reader integration for visually impaired passengers Intuitive touch controls designed for motor impairments