“We are being left behind”: Visually Impaired People in Japan Struggle with Digitalization

From Jiji

April 29 2025

TOKYO – The revised Act on the Elimination of Discrimination against Persons with Disabilities, which came into force in April last year, requires the provision of “reasonable accommodation,” while “improvement of the environment” to improve facilities is only a voluntary obligation. As digitalization advances, the introduction of self-checkouts in stores and other places spreads, but there are many situations where visually impaired people who have difficulty operating touch panels struggle. Groups of people with disabilities urge, “improvement of the environment that takes into account the opinions of people with disabilities.”

Reasonable accommodation, awareness not progressing: 60% of people with disabilities “unaware” of the mandatory provision – one year after the law came into force.

Ryo Usa (23), a model with low vision due to glaucoma, from Yokohama, recently had an experience where he was flustered when a self-checkout was introduced at his favorite donut shop, as he could not see the touch panel screen well. The store was crowded with many customers and the staff seemed busy, so he tried to operate the terminal by himself, but there was no Braille and he did not know how to do it. He happened to touch a panel that called for a staff member, and they were able to help him.

“If only self-checkouts had a reading function or the place to put money was standardized,” Usa said, looking back with a frustrated expression. Many people recognize the white cane and help, but as self-checkouts become more common in convenience stores and other places, Usa is frustrated, saying, “I feel inconvenienced in places where I should be able to use it easily.”

In a survey conducted in 2022 by the Japan Federation of Organizations of the Visually Impaired (Shinjuku Ward, Tokyo), 68.4% of respondents said they were “troubled” by the digitalization of government and businesses. In addition to self-checkouts, there were also many responses citing image authentication for internet banking and login operations using one-time passwords.

Toyoharu Yoshiizumi (67), head of the information department of the federation and himself visually impaired, pointed out, “As digitalization progresses, we are being left behind.” He said the increase in unmanned stores is also a concern, saying, “Without store clerks, reasonable consideration cannot be given. I think it is difficult for businesses, but I would like them to improve the environment so that visually impaired people can use the facilities.”