Packstations / Poststations

Accessibility of Poststations at Post & Parcel Germany

Poststations

A Poststation is like a digital Deutsche Post retail outlet. At a Poststation, users can do all the usual things associated with a Deutsche Post retail outlet, such as:

  • Pick up mail items

  • Mail letters, registered items and parcels

  • Order services like mail forwarding

  • Buy additional insurance for the transport of items

  • and much more.

Users can also speak directly with a customer service representative via audio or video.

Accessibility of locations

Poststations are meant to be easily accessible to everyone. That means there are no obstacles such as high curbs or steps that would make using one difficult.

We are aware of accessibility issues with some of our Packstations and Poststations. Modifying the locations is frequently impossible because we do not own them. However, we are working together with our location partners to find solutions and provide easy access for as many people as possible.

A list of fully accessible locations can be found here: DHL locations. You will also find information about our Packstation locations so you can select the one that suits your needs best.

Accessibility of Poststations

The new, accessible Poststations have options and features that make them easier to use, such as:

  • Speech output (screen reader)

  • A large screen with adjustable font sizes and high contrast

  • Easily accessible control elements

  • A simple scanning process that makes precise parcel-scanner alignment unnecessary

  • Lockers at suitable heights for shipping parcels

A list of Poststations with these accessibility features can be found here: DHL locations. You'll also find information about our Packstation locations. That will help you determine which one is right for you.

Please note that these accessible Poststations are a new offering from Deutsche Post that will be launched in the second half of 2025, and are thus not available everywhere in Germany. The offer will soon be expanded to other locations.

Using the accessibility features

To activate the Poststation accessibility tools, tap the menu item "Bedienhilfen" at the bottom of the screen.

To activate the screen reader, simply plug your earphones into the audio port.

An overview of the different accessibility features:

Colors and contrasts

  • The texts are designed to be easy to read, using colors that contrast strongly with the background.

  • Colors are not the only things used to display information. We also use symbols.

  • Certain color combinations are avoided (such as red and green) since they can make the text difficult or impossible for some people to read. Only easy-to-distinguish colors are used.

Navigation

  • User guidance is simple and straightforward.

  • All menu items are clearly labelled and easy to find. There is sufficient space between items so that it's easy to tap the right one. 

  • Buttons and links are large enough to be tapped easily.

  • Errors: If the user has entered something incorrectly, an error message is displayed. That allows the error to be easily corrected.

Fonts

  • A clear and easy-to-read font is used.

  • The text is divided up into paragraphs to improve readability.

  • The font size can be adjusted for better legibility.

Tactile elements

  • Poststations use tactile elements in key places to allow visually impaired users to operate the devices. All interactive functions have Braille inscriptions. 

  • Interactive functions include the card reader for payments, dispenser slot for stamps and receipts, and the earphone port with volume control, and more.

Screen reader

  • When you plug your earphones into the Poststation audio port, screen reader mode will activate.

  • A brief introduction to using the screen reader and the most important touch gestures will be provided.

  • There are text alternatives for images, graphics, symbols and control elements that convey information.

  • Images that are purely decorative and contain no relevant information are hidden from the screen reader.

  • Forms are clearly labeled.

  • Error messages are written in simple, understandable language.

  • Links and buttons are labeled.

  • Cashless payment is made via an external card terminal with a touchscreen. The PIN entry is announced through a small speaker, not through the headphones. The input is done via a touch-sensitive keypad. This is currently not a common method for blind users. A brief guide on how to operate the terminal is provided.

  • Poststations use sound cues to convey key information. For example, when a locker opens, the Poststation makes a clicking sound so that the right locker is easy to find.
  • The volume for audio text is adjustable.

  • Our Poststations adapt to the needs of users. If you tap the "Barrierefrei" (Accessibility) button, the displayed information shifts to the lower half of the screen, making the device equally accessible for all.

  • You can simply scan your parcel, as the scanner reliably captures all relevant information. There is no need to precisely align the parcel. Start the scanning process, then hold the parcel with the label facing upward at the height of the scanning surface and move it slightly. Please follow the instructions displayed on the screen.

  • There is shelf space where you can temporarily place your parcels, backpack or a walking aid. That allows you to have both hands free during the scanning process.

  • Shipping with the help of accessible lockers: Poststations have lockers at a lower height for equal accessibility. To find out more, click the "Barrierefreiheit" button to find out which lockers are available. 

Word choice

  • We use simple and clear words so that everyone can understand.

Navigation

  • Navigation elements are simple and uniform. All menu items are clearly labelled.

Controls

  • The design of input fields and controls is clear and consistent. 

Avoiding errors

  • If there is an error, an error message provides help or instructions.

Helpful tips

  • Helpful tips and information are provided about what to do next. 

Visual support

  • We use images and symbols to augment information and make it easier to understand.

Immediate assistance

  • Poststations have a video or audio function that allows users to speak directly with a customer service representative.

Structured Content Overview for the Poststation

The following section explains the various functions and user‑navigation areas of the Poststation. Special features (such as the search field, contact options, etc.) and interactive elements are also described.

Start Screen

Start by tapping the screen (interactive element).

The Home Screen is divided into three functions

  • „Drop off and receive shipments“

  • „Purchase products and services“

  • „When will the mailbox be emptied?“

There are three persistent interactive elements located at the bottom edge of the screen:

  • Home: Returns to the Home Screen

  • Help: Audio or video assistance, plus a QR code showing additional nearby machines

  • Accessibility Options:

    • Adjust the screen interaction height (e.g., for wheelchair users)

    • Adjust the font size

    • Saving the individually selected settings requires tapping the „Save Settings“ button 

 

a.)    Topic Area: Drop‑off

  • Selection button „Drop off and receive shipments“

  • Start of the scanner (top‑mounted, at the height of the placement surface);
    alternative option: „Enter code manually“

    • At the bottom area: Back button and “How it works” button for instructions

  • Selection button for required compartment size (S/M/L/XL)

    • Additional option: “Accessible compartments” (identified by the blue accessibility symbol)

  • Compartment opens and the shipment is placed inside, or - if the compartment does not fit -
    option to select a different compartment

  • Confirmation of insertion and option to print a receipt 

  • Rating screen from very good to very poor, followed by the exit „Thank you“ dialog

b.)    Topic Area: Pickup

  • Selection button: „Drop off and receive shipments“ 

  • Automatic start of the scanner (top‑mounted, at the height of the placement surface)

  • Alternative option „Enter code manually“

    • At the bottom area of the screen: Back button and “How it works” button for further instructions

  • Scan the code on your smartphone or the barcode on the notification card

  • Compartment opens after scanning the pickup code, and the shipment can be retrieved. To make the compartment easier to locate, an acoustic signal sounds (the so‑called “compartment clicking”)

  • Confirmation of pickup after removing the shipment

On the Home Screen, the top‑selling products are displayed (Standard Letter, Compact Letter, Large Letter, Postcard, Small Parcel S, Small Parcel M, Parcel up to 5 kg, Parcel up to 10 kg) and can be selected directly.

Additional selection options in the top bar: 

  • Destination Country

    • Letters (Postcard, Letters, Merchandise Mail)

    • Parcels

    • Other (Additional postage, Pickup request, Mail forwarding service, Storage service)

In the bottom bar, the following options are available: „Home“, „Shopping Cart“, Help

Topic Area: Destination Country
Display of frequently selected destination countries and additional search function for selecting other countries

Topic Area: Letter Products

  • First, the user selects the letter product, e.g. „Standard Letter“

  • The following page displays a detailed product description of the selected product (e.g., Standard Letter)

  • The next page offers selection buttons for additional services, such as: 

    • Registered Mail – Drop-off only

    • Registered Mail – Standard

  • Shopping cart and subsequent „Checkout“  page, including the „Pay“ link

  • Payment is completed at the payment terminal on the right

  • The postage label is printed and retrieved from the print output slot 

  • Option to print a receipt

Topic Area: Parcel Products

  • First, the user selects the parcel product, e.g., Small Parcel S, Small Parcel M, Parcel up to 5 kg, Parcel up to 10 kg, etc., the following page displays the product details for the selected item.

    • The next page provides selection buttons for additional services, such as: Roll (cylindrical items), Bulky goods, Transport insurance

  • Input form for recipient details: Name of recipient, Postal code / City, Street / Number

  • Input form for sender details: Name of sender, Postal code / City, Street / Number

  • Confirmation page showing the entered information

  • Shopping cart followed by the „Checkout“ page, including the „Pay“ link

  • Payment is carried out at the payment terminal on the right

  • The parcel label is printed and can be retrieved from the print output slot 

  • Option to print a receipt

  • Rating screen from very good to very poor, followed by the „Thank you“ exit dialog

 

Information on mailbox emptying times, shipping times, customer service hotline, and a QR code to find additional Poststations in the area.

Report a Digital Accessibility Issue and Contact Us:

Have you found something in our digital offers for private customers that is difficult for people with disabilities to access, and would like to notify us? Is there something on our websites or mobile applications that is difficult to read, operate or understand? Please report your barrier to us.

Please note: Other concerns that are not related to digital accessibility will not be addressed. Information regarding other concerns can be found in our Customer Service.

Market monitoring agency:

MLBF (in the process of being established)

c/o Ministerium für Arbeit, Soziales, Gesundheit und Gleichstellung Sachsen-Anhalt

Postfach 39 11 55

39135 Magdeburg 

Phone: 0391 567 6970

 

E-mail: MLBF[at]ms.sachsen-anhalt.de