LIGHTRIC MOTORS
Rethinking the SERVICE
OF domestic work in
URBAN India
LIGHTRIC MOTORS
Research & Service Design
LIGHTRIC MOTORS
MENTOR
Dr. Debjani Roy
Year
2024
DURATION
5 WEEKS
context.
LIGHTRIC MOTORS
Domestic work in India constitutes a vast yet unregulated sector, deeply intertwined with socio-economic and gendered vulnerabilities. This study employs a human-centered research and design approach to explore the systemic challenges faced by domestic workers, their informal employment structures, and the policy gaps affecting them.
Domestic work in India constitutes a vast yet unregulated sector, deeply intertwined with socio-economic and gendered vulnerabilities. This study employs a human-centered research and design approach to explore the systemic challenges faced by domestic workers, their informal employment structures, and the policy gaps affecting them.
Domestic work in India constitutes a vast yet unregulated sector, deeply intertwined with socio-economic and gendered vulnerabilities. This study employs a human-centered research and design approach to explore the systemic challenges faced by domestic workers, their informal employment structures, and the policy gaps affecting them.
4.2million
domestic workers, one of the largest segments of informal labor in the country.
Source: National Sample Survey Office (NSSO), 2011-12
85%
of domestic workers in India are employed informally without any written contract or legal protection.
Source: International Labour Organization (ILO), 2017
9.7%
of domestic workers in India are covered by social security schemes like Provident Fund or insurance.
Source: The National Commission for Women (NCW), 2017
60%
of domestic workers report being subjected to verbal or physical abuse by their employers.
Source: National Domestic Workers Movement (NDWM), 2020
70%
of domestic workers lost their jobs or faced reduced wages during the COVID-19 pandemic, exacerbating their vulnerability.
Source: Oxfam India, 2020
18%
of domestic workers in India are aware of their legal rights under labor laws
Source: National Domestic Workers Movement (NDWM), 2017
What?
What?
This project investigates the domestic work ecosystem in India and proposes systemic service design recommendations across grassroots, community, state, and national levels to transform the sector.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
What?
This project investigates the domestic work ecosystem in India and proposes systemic service design recommendations across grassroots, community, state, and national levels to transform the sector.
WHO?
WHO?
It involves domestic workers, employers, government agencies, NGOs, and academic researchers, all collaborating to reimagine and elevate the standards of domestic work. I work closely with these diverse groups to ensure the solutions are contextually relevant and impactful.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
WHO?
It involves domestic workers, employers, government agencies, NGOs, and academic researchers, all collaborating to reimagine and elevate the standards of domestic work. I work closely with these diverse groups to ensure the solutions are contextually relevant and impactful.
WHY?
WHY?
Domestic work is often undervalued and under-supported; our research seeks to empower workers, formalize labor rights, and drive policy reforms for a more equitable and sustainable ecosystem.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
WHY?
Domestic work is often undervalued and under-supported; our research seeks to empower workers, formalize labor rights, and drive policy reforms for a more equitable and sustainable ecosystem.
HOW?
HOW?
Based on findings from our human centered research, we employed a systems-thinking approach to develop multi-level recommendations and, in the coming weeks, will prototype key interventions to validate and refine our insights.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
HOW?
Based on findings from our human centered research, we employed a systems-thinking approach to develop multi-level recommendations and, in the coming weeks, will prototype key interventions to validate and refine our insights.
research.
LIGHTRIC MOTORS
We adopted a mixed-methods approach, combining qualitative interviews and ethnographic observations with quantitative surveys, to capture a holistic view of domestic work across urban and semi-urban settings in Bangalore, Bareilly, and Pune. This methodology enabled us to merge rigorous data collection with in-depth narrative inquiry, revealing both systemic challenges and diverse lived experiences.
We adopted a mixed-methods approach, combining qualitative interviews and ethnographic observations with quantitative surveys, to capture a holistic view of domestic work across urban and semi-urban settings in Bangalore, Bareilly, and Pune. This methodology enabled us to merge rigorous data collection with in-depth narrative inquiry, revealing both systemic challenges and diverse lived experiences.
We adopted a mixed-methods approach, combining qualitative interviews and ethnographic observations with quantitative surveys, to capture a holistic view of domestic work across urban and semi-urban settings in Bangalore, Bareilly, and Pune. This methodology enabled us to merge rigorous data collection with in-depth narrative inquiry, revealing both systemic challenges and diverse lived experiences.
Interviews
Interviews
We conducted in-depth, semi-structured interviews with seven female domestic workers to explore daily routines, employer-worker relationships, and challenges related to job security and wage disparities. The structured yet flexible guidelines allowed organic narratives to emerge, providing critical insights into systemic vulnerabilities and the dual burden of paid and unpaid labor.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Interviews
We conducted in-depth, semi-structured interviews with seven female domestic workers to explore daily routines, employer-worker relationships, and challenges related to job security and wage disparities. The structured yet flexible guidelines allowed organic narratives to emerge, providing critical insights into systemic vulnerabilities and the dual burden of paid and unpaid labor.
Surveys
Surveys
Surveys were distributed to 52 employers across our target cities to quantify concerns regarding reliability, communication barriers, wage negotiations, and the perceived value of domestic help. The quantitative data established clear patterns in employer-worker dynamics and identified misalignments that could inform targeted service design interventions.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Surveys
Surveys were distributed to 52 employers across our target cities to quantify concerns regarding reliability, communication barriers, wage negotiations, and the perceived value of domestic help. The quantitative data established clear patterns in employer-worker dynamics and identified misalignments that could inform targeted service design interventions.
Ethnographic Study (Shadowing)
Ethnographic Study (Shadowing)
Each team member shadowed a trusted domestic worker for an entire day, observing the physical and emotional labor involved and the strategies employed to manage multiple roles. This immersive approach deepened our understanding of how domestic workers navigate the interplay between their personal and professional lives, highlighting the precarious nature of their work.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Ethnographic Study (Shadowing)
Each team member shadowed a trusted domestic worker for an entire day, observing the physical and emotional labor involved and the strategies employed to manage multiple roles. This immersive approach deepened our understanding of how domestic workers navigate the interplay between their personal and professional lives, highlighting the precarious nature of their work.
Case Studies
Case Studies
We examined the Maharaj system (household cooks) and the Ayah system (nannies/caregivers) through detailed case studies, combining individual interviews and historical analysis. These studies highlighted the impact of social hierarchies, gender roles, and labor structures on worker dignity and economic security, underscoring the need for formal recognition and skill development within the domestic work sector.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Case Studies
We examined the Maharaj system (household cooks) and the Ayah system (nannies/caregivers) through detailed case studies, combining individual interviews and historical analysis. These studies highlighted the impact of social hierarchies, gender roles, and labor structures on worker dignity and economic security, underscoring the need for formal recognition and skill development within the domestic work sector.
analysis.
LIGHTRIC MOTORS
Following qualitative and quantitative data collection, we conducted an in-depth analysis using service design and systems thinking tools to identify pain points, service gaps, and potential intervention areas.
Following qualitative and quantitative data collection, we conducted an in-depth analysis using service design and systems thinking tools to identify pain points, service gaps, and potential intervention areas.
Following qualitative and quantitative data collection, we conducted an in-depth analysis using service design and systems thinking tools to identify pain points, service gaps, and potential intervention areas.
Policy Analysis
Policy Analysis
This policy analysis attempts to critically examine the existing national and state-level policies governing domestic work, tracing their evolution, assessing their implementation, and identifying critical gaps in protection.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Policy Analysis
This policy analysis attempts to critically examine the existing national and state-level policies governing domestic work, tracing their evolution, assessing their implementation, and identifying critical gaps in protection.
Stakeholder Mapping
Stakeholder Mapping
This helped us visualize the key actors in the domestic work ecosystem, including domestic workers, employers, agencies, policymakers, and advocacy groups; and understand their relationships, influences, and conflicts.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Stakeholder Mapping
This helped us visualize the key actors in the domestic work ecosystem, including domestic workers, employers, agencies, policymakers, and advocacy groups; and understand their relationships, influences, and conflicts.
Ecosystem Mapping
Ecosystem Mapping
By mapping the interdependencies within the domestic work industry, we identified critical friction points, systemic inefficiencies, and areas where policy interventions could have the highest impact.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Ecosystem Mapping
By mapping the interdependencies within the domestic work industry, we identified critical friction points, systemic inefficiencies, and areas where policy interventions could have the highest impact.
Service Blueprint
Service Blueprint
This method allowed us to document and analyze the entire service journey of a domestic worker, from job search to daily tasks and employment termination. This revealed crucial areas for intervention, such as fair hiring practices, standardized contracts, and grievance redressal mechanisms.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Service Blueprint
This method allowed us to document and analyze the entire service journey of a domestic worker, from job search to daily tasks and employment termination. This revealed crucial areas for intervention, such as fair hiring practices, standardized contracts, and grievance redressal mechanisms.
Pattern Language
(Service centric)
Pattern Language
(Service centric)
We employed this tool to identify potential design scalable interventions based on proven models of service transformation.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
Pattern Language
(Service centric)
We employed this tool to identify potential design scalable interventions based on proven models of service transformation.
findings.
LIGHTRIC MOTORS
Here are snippets of the findings, insights and discoveries from the various human centered research methodologies the team engaged with. ( Move sideways to shift methodology, move up or down to see snippets from each. )
Here are snippets of the findings, insights and discoveries from the various human centered research methodologies the team engaged with. ( Move sideways to shift methodology, move up or down to see snippets from each. )
Here are snippets of the findings, insights and discoveries from the various human centered research methodologies the team engaged with. ( Move sideways to shift methodology, move up or down to see snippets from each. )
1) Literature review
Domestic work in India remains largely unregulated, with workers operating outside formal labor laws (Neetha, 2021; Agarwala & Saha, 2018).
Lack of Contracts and Job Security: The absence of written employment agreements leaves workers vulnerable to arbitrary dismissal and exploitation (Kuriakose & Iyer, 2016).
Policy Gaps and Weak Enforcement: India lacks a comprehensive legal framework for domestic workers, and existing policies suffer from poor implementation (Deshpande, 2020).
Technological and Platform-Based Hiring: Emerging digital hiring platforms offer some promise but remain inaccessible to many due to low digital literacy (Agarwala & Saha, 2018).
2) Interviews
Workers’ Struggles with Low Wages and No Benefits: Every worker interviewed reported wages below minimum standards and a lack of access to social security.
Caste-Based and Gendered Discrimination: Interviewees recounted experiences of being denied access to employer kitchens and separate eating arrangements.
Employer Expectations and Control: Many employers viewed domestic workers as "helpers" rather than employees, reinforcing informality in hiring and treatment.
3) Surveys
87% of domestic workers reported they had no formal contract.
42% of workers reported instances of verbal abuse.
68% of domestic workers stated they had lost jobs due to employer relocation or arbitrary dismissal.
4) Ethnographic probes
Domestic workers often took on additional unpaid responsibilities beyond their agreed job scope.
Inquiries about hiring domestic help often included questions about caste, region, and "trustworthiness."
Many domestic workers formed informal support groups within their neighborhoods to share job leads and financial resources. Some relied on intermediaries, such as agents, but with a 'commission fee' , either one time or on a monthly basis.
5) Case study
Despite informality, Maharajs earn significantly more than general domestic workers. Informal but lucrative work.
Their exclusivity allows them to negotiate wages and work conditions effectively. Higher bargaining power.
The profession remains largely restricted to Brahmin men, preventing lower-caste individuals from entering the field. Caste Privilege.
6) Policy analysis
National policies remain in draft form or lack enforcement mechanisms.
Domestic work is not recognized under mainstream labor laws, leaving workers without structured protections.
outcome(s).
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PAPER (PUBLISHED)
PAPER (PUBLISHED)
IIT-Hyderabad & TCS research are bringing ServDes Conference to India for the first time ever. I have written a long paper on behalf of the team and upon confirmation, will be presenting it at IIT-H in October.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
PAPER (PUBLISHED)
IIT-Hyderabad & TCS research are bringing ServDes Conference to India for the first time ever. I have written a long paper on behalf of the team and upon confirmation, will be presenting it at IIT-H in October.
SYSTEMIC Service
Reccomendations
SYSTEMIC Service
Reccomendations
Feasibility and ease of implementation by reducing load on dependant infrastructure was key. We came up with recommended service interventions for 1) Grassroots level, 2) Community Level, 3) Regional/State level and 4) National level. Here you may find a few of them.
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
SYSTEMIC Service
Reccomendations
Feasibility and ease of implementation by reducing load on dependant infrastructure was key. We came up with recommended service interventions for 1) Grassroots level, 2) Community Level, 3) Regional/State level and 4) National level. Here you may find a few of them.
TOUCHPOINT(S) DESIGN &
LOW FIDelity PROTOTYPING
TOUCHPOINT(S) DESIGN &
LOW FIDelity PROTOTYPING
Designed and quickly prototyped information booklets for DW Employee and DW Employer
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
TOUCHPOINT(S) DESIGN &
LOW FIDelity PROTOTYPING
Designed and quickly prototyped information booklets for DW Employee and DW Employer
AWARENESS CAMPAIGN STRATEGY
AWARENESS CAMPAIGN STRATEGY
Informed by our findings and recommendations, we strategised and designed an awareness campaign. A set of posters supported by a video ad(vertisement) with plans on strategic distribution and effective implementation ( getting more people to engage with it)
Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites
AWARENESS CAMPAIGN STRATEGY
Informed by our findings and recommendations, we strategised and designed an awareness campaign. A set of posters supported by a video ad(vertisement) with plans on strategic distribution and effective implementation ( getting more people to engage with it)
the end.
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for now.
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RAHUL MUDU
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RAHUL MUDU
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