Incorporating Behavioral Trust Theory Into System Development for Ubiquitous Applications
Journal
Personal and Ubiquitous Computing
ISSN
1617-4909
ISSN-Digital
1617-4917
Type
journal article
Date Issued
2014-01-01
Author(s)
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.
Language
English
Keywords
Trust support
Uncertainty
Antecedent
Design elements
Sociotechnical system
Evaluation
HSG Classification
contribution to scientific community
Refereed
Yes
Publisher
Springer-Verl.
Publisher place
London
Volume
18
Number
1
Start page
117
End page
128
Pages
12
Subject(s)
Division(s)
Eprints ID
228941
File(s)![Thumbnail Image]()
Name
Hoffmann and Söllner 2014.pdf
Size
415.91 KB
Format
Adobe PDF
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