Building trust in persuasive gerontechnology: User-centric and institution-centric approaches

Abstract

Trust in technology is an important factor for the design and use of technology in general. While there is growing interest in the role of trust on this general level, so far little attention has been given to the particularities of trust in persuasive technologies, i.e. technologies that serve to persuade users into certain behaviours. Those technologies are increasingly targeting the older adults, posing ethical questions that ask for sensitive investigation of trust. Here, we explore the specific character of trust in persuasive gerontechnology. We argue that the question of how to establish trust in technology, how to make trust lasting and enduring, requires considering user-centric and institution-centric approaches, and suggest an approach that is sensitive to wider social and institutional factors. The impact that persuasive gerontechnology can have depends on whether people can trust them, the designers, or the overall system. Drawing on studies of determinants of institutional trust, we identify four main strategies that can inform designers, technology assessors and policy makers in building trust between technology and users: (1) creating novel institutions, (2) creating incentives, (3) providing guarantees, and (4) ensuring transparency. We conclude the discussion with suggestions regarding future directions in researching trust and persuasive technology.

How to fulfil social needs of older people: Exploring design opportunities for technological interventions

“…Trust seems to be an important factor to consider when designing for older people, they need to be able to trust that the technology can be used safely. (Sattarov & Nagel, 2019, McMurray et al, 2017. Furthermore, in the design of technological interventions, older people's experiences and frame of reference should be taken into consideration (Lim, 2010).…”