This paper is about discussing infrastructures as enablers of users’ sense making. Infrastructures facilitate process-oriented, interactive and socially sense making in case of complex problem settings like care giving. On an example of a platform that is used to support informal care givers, it expresses the importance of different channels in interaction mechanisms of infrastructures that are meant to support non-professional care givers in their daily activities, especially to deal with situations of uncertainty and mental overload. Informal care Care is a complex cooperative action involving several stakeholders. Informal care givers, who are in charge of caring of their partners or other family members, independent of their age, health condition or job situation, are often under high pressure for they have to: know how to take care of their care receivers; properly organise the care and the necessary treatments; be responsible for the care receivers’ everyday activities; manage financial and legal issues concerning the care; and especially be 100% available and poised for care around the clock (Pinatti et al., 2016; Brouwer et al., 2004; Cranswick and Dosman, 2008). This situation requires their active involvement in seeking information. They are the first ones who are involved in deciding whether it is necessary to act based on certain symptoms or in case of unexpected change of care receivers’ conditions. As co-workers of professional care givers, they are in charge of caring at times when professional care givers are not present – which is in most cases the most time of caring. This big responsibility is difficult to carry and the most informal care givers are not trained for care. In case of an emergency or uncertainty in the health condition.
