Empowering couriers: balancing algorithmic control and autonomy for enhanced well-being

Abstract This paper explores the complex socio-technical dynamics that shape the work experience of food delivery workers in China through a qualitative study of 28 couriers. Our findings reveal a serious disconnect between algorithmic systems and workers’ lived experiences. We identify five key tensions in this algorithmic labour environment: (1) complementarity and conflict between algorithmic logic and workers’ experiential knowledge; (2) business models that shape technological systems without adequately accounting for task complexity; (3) rating systems that simultaneously quantify performance but creates ”service inflation” and psychological stress; (4) privacy concerns create a tension between service efficiency and information protection; and (5) complaint handling mechanisms systematically shift risks to workers through disproportionate penalties and defense costs. These findings contribute to the human–computer interaction literature by showing how algorithmic management embodies power structures rather than being a neutral tool, how workers’ adaptability constitutes valuable but invisible labor, how the trade-off between privacy and efficiency manifests differently in the Chinese cultural context, and how procedural justice issues extend beyond technical design. Finally, we suggest the implications of designing more equitable sociotechnical systems, namely better integrating workers’ tacit knowledge, matching business models to technical capabilities, developing culturally appropriate privacy solutions, and establishing more balanced evaluation and grievance resolution processes.