Impact of Digitalisation on Electronic Retail Payments

This report is a comprehensive analysis of a survey conducted among national associations representing vulnerable citizens in the EU, focusing on the effects of digitalisation on their ability to make electronic retail payments. The survey involved 134 associations from 25 EU countries and aimed to understand how the shift towards digital payments impacts individuals with various vulnerabilities, including physical disabilities, cognitive impairments, and socio-economic challenges. The findings indicate a perceived worsening of payment accessibility for vulnerable groups, particularly for those with intellectual disabilities and housing difficulties. Key issues identified include the increasing demand for digital payments in physical stores, a lack of digital skills, and insufficient accessibility features in payment systems. Despite these challenges, some associations noted benefits from digitalisation, particularly for individuals with mobility impairments, as well as improvements in payment methods through biometric authentication and enhanced accessibility features. The report concludes with a recommendation for further research to address the limitations of the survey and to align with the European Accessibility Act.