TY - GEN
T1 - Shortchanged
T2 - 2024 CHI Conference on Human Factors in Computing Sytems, CHI 2024
AU - Bhattacharya, Arkaprabha
AU - Lee, Kevin
AU - Ravi, Vineeth
AU - Staddon, Jessica
AU - Bellini, Rosanna
N1 - Publisher Copyright:
© 2024 Copyright held by the owner/author(s)
PY - 2024/5/11
Y1 - 2024/5/11
N2 - Digital financial services can introduce new digital-safety risks for users, particularly survivors of intimate partner financial abuse (IPFA). To offer improved support for such users, a comprehensive understanding of their support needs and the barriers they face to redress by financial institutions is essential. Drawing from a dataset of 2.7 million customer complaints, we implement a bespoke work-flow that utilizes language-modeling techniques and expert human review to identify complaints describing IPFA. Our mixed-method analysis provides insight into the most common digital financial products involved in these attacks, and the barriers consumers report encountering when doing so. Our contributions are twofold; we offer the first human-labeled dataset for this overlooked harm and provide practical implications for technical practice, research, and design for better supporting and protecting survivors of IPFA.
AB - Digital financial services can introduce new digital-safety risks for users, particularly survivors of intimate partner financial abuse (IPFA). To offer improved support for such users, a comprehensive understanding of their support needs and the barriers they face to redress by financial institutions is essential. Drawing from a dataset of 2.7 million customer complaints, we implement a bespoke work-flow that utilizes language-modeling techniques and expert human review to identify complaints describing IPFA. Our mixed-method analysis provides insight into the most common digital financial products involved in these attacks, and the barriers consumers report encountering when doing so. Our contributions are twofold; we offer the first human-labeled dataset for this overlooked harm and provide practical implications for technical practice, research, and design for better supporting and protecting survivors of IPFA.
KW - financial abuse
KW - intimate partner violence
KW - technology-enabled abuse
UR - http://www.scopus.com/inward/record.url?scp=85194820705&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85194820705&partnerID=8YFLogxK
U2 - 10.1145/3613904.3642033
DO - 10.1145/3613904.3642033
M3 - Conference contribution
AN - SCOPUS:85194820705
T3 - Conference on Human Factors in Computing Systems - Proceedings
BT - CHI 2024 - Proceedings of the 2024 CHI Conference on Human Factors in Computing Sytems
PB - Association for Computing Machinery
Y2 - 11 May 2024 through 16 May 2024
ER -