When Technologies Are Not Enough: Understanding How Domestic Workers Employ (and Avoid) Online Technologies in Their Work Practices

Although domestic work is often viewed as manual labor, it involves significant interaction with online technologies. However, the detailed exploration of how domestic workers use these technologies remains limited. This study examines the impact of online technologies on domestic workers’ work practices, perceptions, and relationships with customers and employers. We interviewed 30 domestic workers residing in the United States, who provided examples that highlight the insufficient transformative role of current online technologies in their work. By conducting a thematic analysis, we characterize how they approach and avoid these digital tools at different stages of their work. Through these findings, we investigate the limitations of technology and identify challenges and opportunities that could inform the design of more suitable tools to improve the conditions of this marginalized group.