Using Cognitive Work Analysis to Explore the Identity Theft Response System: Vulnerabilities, Flaws, and Recommendations

Judy M. Watson; Gemma J. M. Read; Don Kerr; Paul M. Salmon

doi:10.1002/hfm.70059

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Using Cognitive Work Analysis to Explore the Identity Theft Response System: Vulnerabilities, Flaws, and Recommendations

Journal article

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Using Cognitive Work Analysis to Explore the Identity Theft Response System: Vulnerabilities, Flaws, and Recommendations

Judy M. Watson, Gemma J. M. Read, Don Kerr and Paul M. Salmon

Human Factors and Ergonomics in Manufacturing & Service Industries, Vol.36(5), pp.1-18

2026

DOI: https://doi.org/10.1002/hfm.70059

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Abstract

identity theft

social organisation and cooperation analysis

systems thinking

victim recovery

work domain analysis

Globally, identity theft incidents are increasing. When responding to identity theft incidents, various actors (i.e., individuals/organisations/agencies) interact within a complex response system. However, current literature has not addressed this complexity by using systems analysis methods to understand and potentially enhance the response to identity theft. The aim of this study was to use a systems analysis approach to identify vulnerabilities, flaws, and recommendations for improving the response system. To achieve this, two phases (Work Domain Analysis and Social Organisation and Cooperation Analysis) of the Cognitive Work Analysis framework were applied. The analysis demonstrates that the identity theft response system is complex and has a range of vulnerabilities and flaws, amongst these is the limited support for victim recovery. It is recommended that the system be re‐designed to focus more on restorative support for victims and to ensure that all aspects of victim outcomes are measured, rather than focusing solely on negative financial impacts.

Details

Title: Using Cognitive Work Analysis to Explore the Identity Theft Response System: Vulnerabilities, Flaws, and Recommendations
Authors: Judy M. Watson (Corresponding Author) - University of the Sunshine Coast
Gemma J. M. Read - University of the Sunshine Coast
Don Kerr - University of Southern Queensland
Paul M. Salmon - University of the Sunshine Coast
Publication details: Human Factors and Ergonomics in Manufacturing & Service Industries, Vol.36(5), pp.1-18
Publisher: John Wiley & Sons, Inc.
Date published: 2026
DOI: 10.1002/hfm.70059
ISSN: 1520-6564
Copyright note: © 2026 The Author(s). Human Factors and Ergonomics in Manufacturing & Service Industries published by Wiley Periodicals LLC.. This is an open access article under the terms of the Creative Commons Attribution-NonCommercial License, which permits use, distribution and reproduction in any medium, provided the original work is properly cited and is not used for commercial purposes.
Data Availability: The authors have nothing to report.
Grants: Australian Government Research Training Program (RTP) Scholarship, RTP, Department of Education (Australia, Canberra)
Organisation Unit: Centre for Human Factors and Systems Science; Healthy Ageing Research Cluster; School of Science, Technology and Engineering; School of Health - Psychology
Language: English
Record Identifier: 991262586202621
Output Type: Journal article

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