Incorporating behavioral trust theory into system development for ubiquitous applications

Abstract

Trust has been shown to be a key factor for technology adoption by users, that is, users prefer to use applications they trust. While existing literature on trust originating in computer science mostly revolves around aspects of information security, authentication, etc., research on trust in automation-originating from behavioral sciences-almost exclusively focuses on the sociotechnical context in which applications are embedded. The behavioral theory of trust in automation aims at explaining the formation of trust, helping to identify countermeasures for users' uncertainties that lead to lessened trust in an application. We hence propose an approach to augment the system development process of ubiquitous systems with insights into behavioral trust theory. Our approach enables developers to derive design elements that help foster trust in their application by performing four key activities: identifying users' uncertainties, linking them to trust antecedents from theory, deducting functional requirements and finally designing trust-supporting design elements (TSDEs). Evaluating user feedback on two recommender system prototypes, gathered in a study with over 160 participants, we show that by following our process, we were able to derive four TSDEs that helped to significantly increase the users' trust in the system.

Improving trust in data and algorithms in the medium of AI

“…Understanding is based on predictability and familiarity, competence of the automation relies on reliability, dependability, usefulness and robustness. Furthermore, a trust model was designed in order to enable the inclusion of insights from behavioral trust theory in the design of automated systems (Hoffmann and Söllner 2014). The model basically considers the antecedents of three dimensions underlying the formation of trust: performance, process and purpose.…”

Examining voters' intention to use internet voting system: a case of Ghana

“…That is, they expect the system or machine to perform as expected of it, a deviation from its expected task can be a basis for mistrust. Hoffmann and Söllner (2014) explains that the key factor that usually influences users to use any new technology is trust because users tend to use a system that they can trust. Some of the current problems associated with the current paper-based ballot are mistrust of the system because of the perception that the system is not performing as it was expected to do (Karikari-Apau, 2012).…”

“…Some of the current problems associated with the current paper-based ballot are mistrust of the system because of the perception that the system is not performing as it was expected to do (Karikari-Apau, 2012). Studies show that to implement a successful technological system the perception of trust has to be addressed (Hoffmann and Söllner, 2014).…”

Decision Justifications for Wireless Network Selection

“…The presence of a padlock is indicative of a secure network and can therefore be important in influencing the choice of networks. Past research suggests that designers can improve the perceived trustworthiness of web browsers by adding padlocks into the address bar [10]. Mozilla provides a Site Identity Button which allows users to assess whether or not the visited websites are encrypted, if it is verified, and by whom [11], a feature that is similar to other site advisors frequently offered by various virus scanning software programmes.…”