what's critical design?
There are several takes on critical design that diverge from what Dunne and Raby defined it as. However, some elements remain the same:
- it is meant to shift perspectives
- it is grounded in speculation
- it encourages looking ‘beneath the surface’ and it explores the dynamics of the social world.
“Critical Design is speculative, conceptual, provocative, and can be darkly satirical. It does not always lead to usable products, but it does produce long-term thinking, a nuanced view of consumers as complex, contradictory individuals, and alternative solutions suggesting that change is always possible, even inevitable.”
-MOMA
Note:
This case study offers an in-depth, academically focused exploration of concepts through design and differs from my industry-centered work. If you’re interested in projects from my professional experience, please explore a different case study.
Disclaimer:
This is a critical design take on the current state of the gig economy.The ideas and views presented are those of the creator and do not necessarily reflect the views or positions of anyone else, including the entities mentioned. Moreover, as opinions and views do, the ones presented here are always evolving.
what's going on with gig work?
When the pandemic hit, several job roles went online and were redesigned to be accomplishable from any point on the planet. Along with this evolved how people got their food and groceries.
Services like DoorDash and Instacart which were already out there now bloomed in a world of masks and staying indoors. More people were ordering food than ever and the delivery workers were hailed as heroes.
In an ideal world, the hero narrative sounds great and has a happy ending but in reality, a peek behind the scenes reveals the dark truth. One of the main issues is gig work platforms not being transparent enough about how their models work. From how the orders are assigned to how much the customer actually tipped, these platforms put such crucial information into their black box and engage in very evident ‘algorithmic management’ of the gig workers. This leads to the exploitation of the workers and frustrations for the stakeholders involved.
With a food delivery app as the platform, I have explored this issue and designed a series of critical design concepts based on the current working of the platform. These concepts take into consideration the goals of the stakeholders involved - restaurant, customers, and the food delivery drivers - and are an attempt to shed light on the gaps that need to be bridged by such platforms.
Although the concepts are specific to DoorDash in a way, at large they are applicable to other similar gig-work based service providing platforms.
The algorithms create an asymmetrical power dynamic wherein the gig workers are “marginalized in the decision-making process” and can lead to the gig workers feeling dehumanized.
(Li et al, 2022)
existing research
~ gig work
- Gig work offers flexibility in scheduling and earnings, but workers face limited gig availability, lack of benefits, and mental overload from pre-scheduling shifts.
- Food delivery workers navigate restaurant delays and customer demands with minimal platform support (Tuco et al., 2021).
- Labor Process Theory highlights gig work as fragmented labor, shifting risks to workers while commodifying their efforts (Gandini, 2019).
~ informational support for delivery drivers
- Initial research done for this study revealed a significant gap in informational support for new Dashers navigating the gig economy.
- First-time Dashers often struggle with decisions like accepting or rejecting orders.Barrera’s (2000) social support framework highlights key types of support: directive guidance (tips and strategies), nondirective support (empathy), positive social interaction (praise or shared experiences), and tangible assistance (physical help).
- Studies show that gig workers use online forums to share knowledge, seek advice, and develop strategies, fostering community-driven learning and emotional support (Lee et al., 2015; Uttarapong et al., 2022; Almoqbel, 2019).
~ algorithmic management
- A key appeal of gig work is the autonomy it offers, but platforms often undermine this freedom. Gandini (2019) describes how platforms like Uber continuously monitor workers, creating a “ghost-type control” that exploits digital infrastructure instead of empowering independent contractors.
- Gig platforms use opaque algorithms to allocate jobs, leaving workers to develop their own strategies. Li et al. (2022) highlight how this lack of transparency creates AI-driven inequality, where experienced workers thrive while new workers struggle (Lee et al., 2015).
- These platforms prioritize profits over worker needs, neglecting unique goals and preferences. This imbalance leads to exploitative conditions and marginalizes workers in decision-making, fostering feelings of dehumanization (Li et al., 2022).
what do gig workers have to share?
Understanding gig workers' experiences was key to piece the ecosystem. Reddit offers access to a rich repository of firsthand experiences and unfiltered discussions by gig workers.
I analyzed over 140+ posts in subreddits r/Doordash, r/DoorDash_drivers, and r/doordash_degenerates. While analyzing the posts using the constant comparison method, they were categorized into three overarching groups:
1. Tips by Dashers for Dashers
2. Interaction with Customers/Support
3. Dasher dynamic with DoorDash
~ issues faced by dashers
low pay
Several users reported receiving low-paying orders that didn’t justify the time or miles for the delivery
customer support
Reports about customer support say they tend to either be slow with their responses or unhelpful.
driver ratings
As Dashers only accept the orders that seem ‘fair’ to them, their order 'Acceptance Rate' drops. Plus, if they unassign an order after accepting it due to any reason, their 'Completion Rate' goes down.
dollar tips from customers
Tips make up a large portion of the Dasher earnings. When a delivery offer does not pay well, it is easily discernible that the customer did not tip.
People tend not to tip as it is not mandated.
~ dashers will share advice with each other
dasher ratings
New Dashers do not know how their ratings will turn out until they finish 100 deliveries. Dashers with experience play a role in sharing experiences and helping others understand the rating system used.
navigating the app
The app has a complex ecosystem and DoorDashers either usually ask each other about new updates or help each other out by asking questions and sharing strategies to navigate the app.
customer & restaurant interaction
The subreddits are packed with posts wherein the Dashers share examples of their interactions with customers and restaurants and ask for advice.
One of the most common post types I came across was when Dashers asked each other if they would do this when customers asked for extra things or when restaurants were not complying with Dasher expectations.
Some Dashers shared examples of template text they send to customers or tips about how to navigate issues at restaurants and deal with customer support.
~ patterns in how customers & restaurants interact with dashers
Dashers interact with customers and restaurant workers as a part of their job. These interactions come with their own set of complexities. Some common issues with customer interactions were:
customers blaming the dashers for mistakes made by the restaurants
Once an order is handed to the Dasher, they cannot open it to check the contents. There is no way to confirm the order is right; it is completely the restaurant’s responsibility. But customers tend to blame the Dasher for the food being cold or the order being wrong.
not having porch lights on or a clear indication of the house
DoorDash does remind customers to turn on their lights so that the Dasher can find their house easily. However, people tend to not follow this and Dashers have a hard time finding a house. This not only brings up the issue of wasting time but also raises questions about Dasher's safety.
customers can be demanding
Texting customers and keeping them up to date with the order status is a part of the Dasher’s job. In the interactions shared by the Dashers, customers are often demanding and rude with their attitudes. They expect Dasher to pick up extra things such as sauces or cigarettes that fall outside of their responsibilities.
Whereas while interacting with restaurants, Dashers have to follow a different set of rules. These are some common issues reported in the posts on Reddit.
slow restaurants
On Reddit, Dashers are sharing experiences about restaurants taking too long to prep the order and having to wait to pick up the order. Dashers tend to complain about such instances on the subreddit and give each other advice in such cases. It’s a place for them to express their frustration and get non-directive support.
finding the right order for pick up
On getting to the restaurant, the Dasher has to ask for the order from the restaurant employee or pick it up from a rack. Ensuring that you pick up the right order is key.
talking to dashers
In order to understand more about Dashers’ experiences, in-depth, semi-structured interviews with seven individuals were conducted via Zoom.
The guiding questions for the interviews were as follows:
1. What perceptions and assumptions do Dashers have about the DoorDash algorithm?
2. How is this perception of algorithmic management influencing gig workers’ perception of the platform?
3. What forms of informational support exist in gig work and how are they structured? How does informational support in the context of gig work help workers find strategies to earn more money?
The recruitment was done via subreddits for DoorDash and UberEats. Three of the participants delivered for DoorDash while one participant delivered for UberEats. Each interview ranged from 35 to 55 minutes.
The interviews were then transcribed using parrot.ai, an online transcription tool, and then manually corrected for errors. The first round of coding involved open coding with an emphasis on the assumptions, experiences, and attitudes displayed by the gig workers.
key insights
After identifying key sections in the first round of coding, the constant comparison was used for the each round. Each sticky note was compared and grouped by category (yes, I can be a research nerd).
~ dynamic with the platform
"I don't take you know all these terrible orders that they want me to take but that being said I feel like they're constantly pressuring you to try to take these orders"
~P3
lack of knowledge about the platform
Based on the payment amount, Dashers tend to either accept or reject orders. Another factor in this decision is the amount of distance and the restaurant they pick food from. If it does not fit their criteria, they decline the order.
dashers ‘cherry pick’ orders
Based on the payment amount, Dashers tend to either accept or reject orders. Another factor in this decision is the amount of distance and the restaurant they pick food from. If it does not fit their criteria, they decline the order.
low-paying orders are overabundant
As gig work platforms such as DoorDash do not mandate tips, customers tend to either tip very less or skip the tip portion completely. The platform works based on customer tips and the interviewees reported not accepting orders that were low paying or not ‘worth it’ even though they feel pressured to do so.
dashers think the platforms aren't transparent
When asked about their perception of DoorDash, the interviewees said they do not think the platform is transparent. The platform hides information about order assignments, tip amounts, and scheduling which leads to this perception.
dasher ratings on the platform
Currently, there are four types of ratings on DoorDash for Dashers: Customer Rating, Acceptance Rating, Completion Rating, and On-time Rating. Out of these, the interviewees reported Customer Rating and Completion Rating are the most important since these can lead to deactivation.
lack of knowledge about the area
Participants emphasized the role of knowledge about the neighborhoods, restaurants, and geography of the region to be a factor in being more efficient. Knowing which restaurants tend to be frequently backed up and slow in order prep as well as which are the shorter and quicker routes to take is key to delivering faster and more orders.
~ dynamic with restaurants
“once a restaurant employee knows…their attitude will completely change once you tell them you are there for food pickup”
~P5
slow restaurants
Once an order is accepted and the Dasher reaches the restaurant, only two steps remain: pick up the right order and deliver it. Six out of seven participants complained about restaurants having high wait times for order pickup which results in them waiting at the restaurant for food and wasting time that they could have utilized to deliver more orders.
dashers avoid specific restaurants
Building on the importance of ‘knowledge about the area’, the interviewees reported avoiding accepting orders from specific restaurants that in their experience have been slow with food prep or similar issues. Dashers also reported avoiding restaurants where they have had bad experiences with employees.
there is no way to know the order prep time
There is no way for Dasher to find out how long food prep will take at a restaurant before they get there. Once they get to the restaurant, if there are other gig workers waiting in line for order pick up, this is a sign that the restaurant is backed up with orders. One of the participants mentioned they tend to unassign themself from the order in such cases.
~ dynamic with customers
“I unassign when a customer will ask me for cigarettes. I'm not doing that (buying) cigarettes and beer. Absolutely not.
~P1
customers don’t leave proper instructions
Interviewees talked about lack of proper instructions by customers to get to the apartment. These can be anything from a building code to not mentioning the apartment number. In such cases the Dashers reported reaching out to customer support which led to wasting time.
customers tend to not respond quickly
The interviewees talked about instances when they had to reach out to customers regarding their order, maybe something was missing or an item was unavailable. In such cases, it is important that the customer makes decisions quickly and replies. But this is not always the case.
customers tip low
Interviewees did not have much to add about interacting with customers who do not tip well since Dashers declined these orders. Another interesting finding was that Dashers do not accept low-paying orders because, in their experience, these are placed by customers who tip low and who will complain about the food which will lead to a violation by Dasher.
One common theme related to customers during the interviews was the gap that exists between customer perception of how DoorDash works and how it actually works.
For example, one of the Dashers talked about how DoorDash charges customers more money for faster delivery but this information or urgency is not conveyed to the Dasher. Dashers feel like this is a gap that DoorDash needs to mend to improve the experience for all involved.
opportunities to make a change
On analyzing the data from the subreddit dive and interviews, design opportunities were identified throughout the user journey.
Additionally, the codes from the subreddit dive and interviews were then categorized into information that can go into the cheat sheet and design opportunities for the platform. For example, safety precaution information would be included in the cheat sheet while orders with no tips would be a design opportunity.
After grouping the design opportunities (the above image shows an affinity diagram for grouping), I narrowed down to pick the opportunities that tackled the biggest and most common challenges.
These were:
1. Orders with low tips
2. Slow Restaurants
3. Customers leaving insufficient instructions
4. Lack of responsiveness from customers
5. Overall customer behavior
How might we conceptualize a reality in which the responsibilities in the gig economy are shared by everyone involved?
Another challenge was to communicate this concept as a whole instead of separate pieces of screens. With a goal to have a cohesive final concept, the final design is in the form of a newsletter that DoorDash as a company is releasing.
newsletter
Scroll through to read through the newsletter & learn about the changes made by the platform.
what people had to say about the change
For evaluating the design concept of the newsletter, seven individuals who have used DoorDash to order food were recruited. Given that it was critical design, the goal of the evaluation was to gauge if the design artifact is provocative and a tool for reflection on the current existing system.
To evaluate this, the participants were given a scenario and were asked to read through the newsletter while thinking out loud. They were not told that this is a critical design project. Their responses and reactions were recorded. Reactions follow -
won’t dashers cheat if they are compensated?
One of the main things that came up in testing with each participant was whether the Dashers cheat the system to get compensated by the restaurants. Even though the newsletter states that the time spent waiting after the merchant estimated time has elapsed is what the Dasher would be compensated for, participants still wondered if Dashers would exploit the system.
“Can restaurants confirm that Dasher is here? Dashers can exploit this. The restaurant should have authority over Dasher waiting.”
- Participant 3
doordash does not treat dashers fairly
When asked what the newsletter tells them about how DoorDash currently operates, all participants discussed along the same lines - that dashers are not treated fairly. Participants empathized with Dashers and acknowledged that they are often underpaid and need to use their own resources to make money while another participant said they are ‘treated like robots’ by DoorDash.
“Corporations like Doordash do not care about anyone apart from themselves. This newsletter seems like through this they are caring about Dashers.”
- Participant 5
customers would be stressed over ratings
While reading through the rating system for customers, at first the participants seemed to be excited about the perks but when they read the minimum criteria they would need to meet to have access to all features, the participants seemed to think this was harsh. One of the participants claimed that this would lead to DoorDash losing business and customers. While another said they would be ‘stressed’ over meeting the rating criteria.
“I would be constantly thinking about the rating. I cannot reach out to Dasher & ask for a rating if they forget (to rate).”
- Participant 2
One of the participants did not think it was tough to meet the minimum since they already take necessary steps but did say a 20% minimum tip was slightly high although justified.
would have FOMO on perks for top customers
During testing, participants seemed to be excited about the perks being offered to Top Customers. One of the participants said they would feel ‘exclusive’ if they were in the Top Customer program and can imagine going the extra mile for that.
“The rating system makes DoorDash exclusive, I can imagine someone putting their rating on their Tinder profile!”
- Participant 4
Whereas one of the participants talked about how the requirement to meet all the rating criteria would feel like ‘reducing options and putting restrictions for customers’
'the tip amount is high, I’m already paying for delivery'
When the participants read about the mandated tip, they immediately reacted by claiming it was a ‘tad bit too high’. Tipping would be a huge factor and one participant said they would rather go and get the food themself if tipping was going to impact their rating.
“Mandating the tip gives a negative feeling because now I don’t have an option.”
- Participant 7
participants reflected on their current actions
There were moments where the participants reflected on how they currently placed orders on DoorDash and what they do or don’t do based on the newsletter.
When they were asked what they would do differently after reading the newsletter, four of the participants said they would leave proper instructions and try to tip whenever they can, while another participant also said they would make sure they are available after placing an order to answer any questions the Dasher might have.
limitations
That being said, there are some limitations to the current work.
- Might not elicit the intended emotions or be substantial enough to lead to reflection on current conditions for every individual who engages with it
- Evaluation was done with customers, not other stakeholders for now
- Several other pain-points remain unexplored due to the scope of the project
The cheat sheet has been evaluated with only one Dasher asynchronously and based on the response
- The content is helpful and has context-based content
- The content seems to be based on advice from Reddit or youtube
- It is text-based largely and would still need sifting through
- Having an onboarding video or some other form would be more helpful
Additional testing and iteration on the cheat sheet would be helpful. Also, other mediums of learning and imparting knowledge to help gig workers should be explored.
let's discuss
~ power dynamic in action
In Food Delivery Eco-System, Tuco et al. (2021) highlight how delivery workers must follow platform rules while navigating stakeholder constraints. Testing revealed consumer expectations that gig workers manage complexity while customers wait. When DoorDash-like restrictions were applied to customers and restaurants, participants found them unappealing, emphasizing the need to prioritize Dashers’ goals for a more balanced system.
~ perception of rating systems
In Understanding Perception of Algorithmic Decisions (Lee, 2018), the author explores how people react to being rated by algorithms. During testing, participants expressed distrust toward systems that rated them based on responsiveness and complaints. Similarly, participants felt uneasy about being rated by Dashers, highlighting discomfort with rating systems and the perceived power dynamic. Further exploration of algorithmic management can offer insights to improve design and foster trust.
~ a call for revised and better pay models
Tipping has been common in the U.S. since the early 1900s, yet customers remained hesitant to tip their Dasher. Even after reading the newsletter, many felt that 20% was too high. Leaving tip amounts to customers while tips make up a significant portion of Dasher earnings raises fairness concerns. Reassessing current pay models and exploring alternative ways to increase gig worker compensation would be a valuable step for companies.
The world we live in today is complex, and changing rapidly, as we move in time, it is important to think critically about how the futures are being informed and how the decisions made today impact each one of those futures. This project is an attempt to envision one of those futures and bring attention to how gig work apps are currently operating. Recent events such as California Proposition 22, wherein app-based gig workers were reclassified as independent contractors, have sparked protests and drawn attention to the need for better protections for these workers. On the other hand, New York recently instated a rule that gig workers can use restrooms at restaurants while picking up food.
The ecosystem is incredibly complex and there are many such details that need to be thought about. These instances raise the question of whose side should we be on- the giant corporations or the common man? How do we decide? Do we get to decide?
Future work in this space includes exploring ways to provide fair wages, benefits, and working conditions for gig workers, as well as addressing the power dynamics between gig platforms and their workers
reflection
Working on this project was equal amounts of fulfilling and challenging. Although this has been a continuation of a previous class project, this capstone seemed unrelated for the most part due to the different lenses for this project. Thinking back, I am glad I chose to do critical design instead of redesigning the app – this decision has forced me to push my limits and reflect on my own position on the topic as a designer.
Throughout I spent a large amount of time submerging myself in the context of the stakeholder I was primarily designing for but when it was time to bring it all together, I had to think about the other stakeholders too, and be calculative and aware of how I was putting the goals of one before the other.