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Lookup NU author(s): Dr Paul Dunphy, Professor Andrew Monk, Dr John Vines, Professor Patrick OlivierORCiD
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Delegation is the practice of sharing authority with another individual to enable them to complete a specific task as a proxy. Practices to permit delegation can range from formal to informal arrangements and can involve spontaneous yet finely balanced notions of trust between people. This paper argues that delegation is a ubiquitous yet an unsupported feature of socio-technical computer systems and that this lack of support illustrates a particular neglect to the everyday financial practices of the more vulnerable people in society. Our contribution is to provide a first exploration of the domain of person-to-person delegation in digital payments, a particularly pressing context. We first report qualitative data collected across several studies concerning banking practices of individuals over 80 years of age. We then use analytical techniques centred upon identification of stakeholders, their concerns and interactions, to characterize the delegation practices we observed. We propose a Concerns Matrix as a suitable representation to capture conflicts in the needs of individuals in such complex socio-technical systems, and finally propose a putative design response in the form of a Helper Card.
Author(s): Dunphy P, Monk A, Vines J, Blythe M, Olivier P
Publication type: Article
Publication status: Published
Journal: Interacting with Computers
Year: 2014
Volume: 26
Issue: 5
Pages: 417-432
Print publication date: 01/09/2014
Online publication date: 21/08/2013
Acceptance date: 29/06/2013
ISSN (print): 0953-5438
ISSN (electronic): 1873-7951
Publisher: Oxford University Press
URL: http://dx.doi.org/10.1093/iwc/iwt038
DOI: 10.1093/iwc/iwt038
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