Cultural ergonomics in localization

Cultural ergonomics aims to integrate the dimension of culture into systems and products to make them safer, more useful, and more accessible to a wider range of multicultural users. This makes it an effective conceptual tool to create a localized product that is more inclusive. By using the example of security questions in drop-down menus replicated across North American English websites, this paper argues that overlooking ‘culture’ as a site of diverse experiences leads to a harder-to-navigate product for the multicultural user. By juxtaposing the reality of a multicultural context with the monoethnic, middle-class, and heteronormative cultural dimensions of security questions, the cloning of questions across websites can be seen as satisfying the needs of the dominant power rather than the subordinated peoples – both immigrant and non-heteronormative. Operationalizing cultural ergonomics in the translation workflow provides a means to recognize and address this power imbalance.