Designing for Spontaneous and Secure Delegation in Digital Payments

Paul Dunphy, Andrew Monk, John Vines, Mark Blythe, Patrick Olivier

Research output: Contribution to journalArticlepeer-review

11 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)417-432
JournalInteracting with Computers
Issue number5
Early online date23 Aug 2013
Publication statusPublished - Sept 2014


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