Tracking is inherent in and central to the gig economy. Platforms track gig workers' performance through metrics such as acceptance rate and punctuality, while gig workers themselves engage in self-tracking. Although prior research has extensively examined how gig platforms track workers through metrics – with some studies briefly acknowledging the phenomenon of self-tracking among workers – there is a dearth of studies that explore how and why gig workers track themselves. To address this, we conducted 25 semi-structured interviews, revealing how gig workers self-track to manage accountabilities to themselves and external entities across three identities: the holistic self, the entrepreneurial self, and the platformized self. We connect our findings to neoliberalism, through which we contextualize gig workers' self-accountability and the invisible labor of self-tracking. We further discuss how self-tracking mitigates information and power asymmetries in gig work and offer design implications to support gig workers’ multi-dimensional self-tracking.
doi.org/10.1145/3613904.3642151
This paper explores the motivations, practices, and challenges of Deaf and Hard of Hearing (DHH) couriers in China's food delivery industry. Interviews reveal a preference for this industry due to better pay, job satisfaction, and community belonging. DHH couriers tend to and frequently disclose their DHH disability using platform tags and text messages. They also utilize accessible communication tools provided by the delivery platforms, such as AI voice calls, voice-to-text technologies, and electronic communication cards, to facilitate communication during the delivery process. Despite these technological aids, human intervention remains crucial throughout the delivery process. Challenges encountered include safety risks when riding mopeds, the complexities of multitasking, and user mistrust in AI voice calls. Our findings offer valuable insights for designing more inclusive delivery platforms and have broader implications for creating employment opportunities for DHH, particularly in developing countries.
doi.org/10.1145/3613904.3642801
The concept of `bodywork´ refers to the work individuals undertake on their own bodies and the bodies of others. One aspect is attending to bodily needs, which is often overlooked in the workplace and HCI/CSCW research on work practices. Yet, this labour can be a significant barrier to work, consequential to work, and prone to spill over into other aspects of life. We present three empirical cases of bodywork: gig-based food delivery, shift work in hospitals and bars, and office-based knowledge work. We describe what attending to bodily needs at work entails and illustrate tactics employed so that work can be carried on, even when the body (or technology optimising it) breaks down. Arguing that all systems are bodily systems, we conclude with a call to acknowledge the centrality of bodies in all work and the roles technologies can play in supporting or constraining bodywork differently for different workers.
doi.org/10.1145/3613904.3642416
As independently-contracted employees, gig workers disproportionately suffer the consequences of workplace surveillance, which include increased pressures to work, breaches of privacy, and decreased digital autonomy. Despite the negative impacts of workplace surveillance, gig workers lack the tools, strategies, and workplace social support to protect themselves against these harms. Meanwhile, some critical theorists have proposed sousveillance as a potential means of countering such abuses of power, whereby those under surveillance monitor those in positions of authority (e.g., gig workers collect data about requesters/platforms). To understand the benefits of sousveillance systems in the gig economy, we conducted semi-structured interviews and led co-design activities with gig workers. We use care ethics as a guiding concept to understand our interview and co-design data, while also focusing on empathic sousveillance technology design recommendations. Through our study we identify gig workers' attitudes towards and past experiences with sousveillance. We also uncover the type of sousveillance technologies imagined by workers, provide design recommendations, and finish by discussing how to create empowering, empathic spaces on gig platforms.
doi.org/10.1145/3613904.3642614
Food delivery platforms are location-based services that rely on minimal, quantifiable data points, such as GPS location, to represent and manage labor. Drawing upon an ethnographic study of food delivery work in India during the COVID-19 pandemic, we illustrate the challenges gig workers face when working with a platform that uses their (phone’s) GPS location to monitor and control their movement. Further, we describe how these, along with the platform's opaque, location-based logics, shape the delivery workflow. We also document how the platform selectively represented workers’ bodies during the pandemic to portray them as safe and sterile, describing workers’ tactics in responding to issues arising from asymmetric platform policies. In discussion, we consider what we can learn from understanding gig workers as `infrastructure’, commonly overlooked but visible upon breakdown. We conclude by reflecting on how we might center gig workers’ well-being and bodily needs in design.
doi.org/10.1145/3613904.3641918