Toggle Main Menu Toggle Search

Open Access padlockePrints

Hostile Systems: A Taxonomy of Harms Articulated by Citizens Living with Socio-Economic Deprivation

Lookup NU author(s): Dr Colin WatsonORCiD, Dr Clara Crivellaro, Adam Parnaby, Dr Ahmed KharrufaORCiD

Downloads


Licence

This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).


Abstract

There is increasing interest in how digitalisation variously impacts different socio-economic demographics’ ability to access, and realise benefits from, public services. Centring citizens’ lived experience in the identification of harms and benefits is critical for the evaluation of digital services, and more broadly for responsible innovation. Yet this poses significant challenges, particularly when engaging those living in precarious conditions. This paper reports on a study that engaged citizens living with poverty (n=76) to articulate harms arising from digitalisation in the context of an e-government social protection service. Interviews and surveys supported by speculative scenarios of ongoing changes helped surface and express citizen-centric harm characteristics within wider ecosystems before, during and after access, beyond a narrower service-lifecycle viewpoint. Drawing on the findings, we develop a taxonomy of harms and discuss how this can be utilised by HCI practitioners concerned with responsible innovation in digital welfare contexts.


Publication metadata

Author(s): Watson C, Crivellaro C, Parnaby AW, Kharrufa A

Publication type: Conference Proceedings (inc. Abstract)

Publication status: Published

Conference Name: CHI '24: Proceedings of the CHI Conference on Human Factors in Computing Systems

Year of Conference: 2024

Pages: 1-17

Online publication date: 11/05/2024

Acceptance date: 19/01/2024

Date deposited: 05/02/2024

Publisher: ACM

URL: https://doi.org/10.1145/3613904.3642562

DOI: 10.1145/3613904.3642562

ePrints DOI: 10.57711/jxfe-vz03

Data Access Statement: Data and materials created during this research are available at https://doi.org/10.25405/data.ncl.c.7042655 in Newcastle University’s data repository


Share