Unequal User Burden
使用者負擔不均
Operation & Monitoring
Risk Description
When an organization measures service quality by overall satisfaction, which appears healthy; due to unmitigated control gaps, in practice, certain groups require several times more time and attempts to complete the same task, triggering external stakeholder impacts and causing most of these users simply give up rather than complain, so the problem appears in no metric.
Framework Mappings
EU AI ActArt.10
NIST AI 600-1Harmful Bias and Homogenization
NIST AI RMFMEASURE 2.11
ISO/IEC TR 24027
ISO/IEC 5338運作與監控
MIT AI Risk RepositoryDomain 1
Risk Treatment & Implementation Guidance
Monitor user-effort metrics—completion time, attempts, abandonment—split by group; Improve interaction paths for high-burden groups under accessibility and inclusive design; Reach out proactively for feedback to capture silent attrition that never becomes complaints