Definition
A moment when system failure pushes labor, risk, or emotional work onto people, often leaving them extra work to do the right thing. Burden transfer events are observable handoffs: the system stops carrying what it promised to carry.
Common signals include repeated documentation requests, forced channel switching, and manual triage queues that appear without new staffing.
Hypothetical example
- After an identity-verification outage, users are told to restart the process across three channels and re-upload evidence already submitted.
References
- Worked examples · Essay
- Diagnostics · Resource