Definition
How a system allocates the cost of operation or failure — time, attention, stress, and emotional labor — across users, staff, and institutions. Burden distribution determines who keeps the service running when conditions degrade.
Measuring it means recording each transfer, then redesigning flows so the human subsidy shrinks instead of becoming normal.
Hypothetical example
- A support process shifts repetitive evidence collection from users to internal case assembly, reducing repeat submissions.
References
- Worked examples · Essay
- Diagnostics · Resource