当数据成为判断：外卖平台中的误解与责任归属
When Data Becomes Judgment: Misaligned Interpretations and Accountability in Food Delivery Platforms
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中文总结 AI 辅助
本研究通过访谈揭示外卖平台实时跟踪数据导致用户与骑手间误解，提出情境透明度设计以重新分配解释负担。
中文摘要 AI 辅助
外卖平台通过实时跟踪数据调解服务接触。尽管这些数据被呈现为客观的，但它们往往掩盖了塑造配送工作的情境限制，导致用户感知与骑手体验之间的系统性错位。本研究对现实世界中的实时移动跟踪系统进行了社会技术分析。通过对中国外卖平台上23名用户和17名骑手的半结构化访谈，我们识别出两个相互关联的动态。首先，用户在“数据即行为”的解释框架内运作，将空间和时间上的异常转化为对骑手疏忽的道德化判断。其次，骑手从事预期性数据管理，这是一种隐藏的数字劳动形式，他们重塑自身物理行为以产生界面可读的轨迹，而非物理上最优的轨迹。这些发现共同揭示了一种负担转移机制——表征了去情境化界面设计的系统性结果，而非明确的设计者意图——在当前跟踪架构中，展示了当前跟踪架构如何让零工工人承担大部分解释负担。我们提出面向情境透明度的设计方向，将这一解释负担从个体工人重新分配至拥有物流情境的平台。
英文摘要
Food delivery platforms mediate service encounters through real-time tracking data. While presented as objective, such data often obscures the situational constraints shaping delivery work, producing systematic misalignments between user perception and courier experience. This study presents a socio-technical analysis of real-time mobile tracking systems in the wild. Through semi-structured interviews with 23 users and 17 couriers on Chinese food delivery platforms, we identify two interrelated dynamics. First, users operate within a data-as-behavior interpretive framework, translating spatial and temporal anomalies into moralized judgments of courier negligence. Second, couriers engage in anticipatory data management, a form of hidden digital labor in which they reshape their physical behavior to produce interface-legible trajectories rather than physically optimal ones. Together, these findings expose a burden-shifting mechanism---characterizing the systemic outcomes of decontextualized interface design rather than explicit designer intent---in current tracking architectures, demonstrating how current tracking architectures leave gig workers bearing much of the explanatory burden. We propose design directions toward contextual transparency, redistributing this explanatory burden from individual workers to the platforms that possess the logistical context to bear it.
发表机构
- Cornell University（康奈尔大学）
- University of Illinois Urbana-Champaign（伊利诺伊大学厄巴纳-香槟分校）
- University of Michigan（密歇根大学）
- The Chinese University of Hong Kong（香港中文大学）
机构由 AI 辅助整理，请以论文原文为准。
