Beyond Riding: Passenger Engagement with Driver Labor through Gamified Interactions
Modern cities increasingly rely on ridesharing services for on-demand transportation, which offer consumers convenience and mobility across the globe. However, these marketed consumer affordances give rise to burdens and vulnerabilities that drivers shoulder alone, without adequate infrastructures for labor regulations or consumer-led advocacy. To effectively and sustainably advance protections and oversight for drivers, consumers must first be aware of the labor, logistics and costs involved with ridehail driving. To motivate consumers to practice more socially responsible consumption behaviors and foster solidarity with drivers, we explore the potential for gamified in-ride interactions to facilitate engagement with real (and lived) driver experiences. Through nine workshops with 19 drivers and 15 passengers, we surface how gamified in-ride interactions revealed passenger knowledge gaps around latent ridehail conditions, prompt reflection and shifts in perception of their relative power and consumption behaviors, and highlight drivers' preferences for creating more immersive and contextualized service experiences, and identify opportunities to design safe and appropriate passenger-driver interactions that motivate solidarity with drivers. In sum, we advance conceptual understandings of in-ride social and managerial relations, demonstrate potential for future worker advocacy in algorithmically-managed labor, and offer design guidelines for more human-centered workplace technologies.