Between Human and System Agency: Coping with Negative Incidents for Continued Effective Use of Wearables

Wearable devices hold significant promise for promoting healthy behaviors, yet they often fall short of this potential when users disengage or use them ineffectively. This research examines how individuals respond to negative incidents—such as frustrating feedback, misaligned goals, or perceived surveillance—and how these responses influence continued effective use. Effective use means interacting with the wearable in ways that help achieve health-related goals, beyond merely logging steps or checking data. Based on in-depth accounts from long-term users, the study reveals that, although some cope by re-engaging with the technology, others manipulate data, disengage, or selectively avoid features, undermining the benefits wearables are meant to deliver. Crucially, sustained effective use depends not just on motivation or usability but on the alignment between human and system agency. When wearables assert their own logic too strongly or misalign with user goals, maladaptive responses are more likely. These findings offer actionable guidance for designers, healthcare providers, and policymakers: Rather than focusing solely on adoption or persuasive design, efforts should support user autonomy and recovery after setbacks. Wearables that accommodate breakdowns and empower users in the face of friction are more likely to sustain engagement and improve long-term health outcomes.