Trust

Human Computer Interaction perspective

Plan for today

• We will start by setting

– The theoretical underpinnings of

• Human Computer Trust

• Design Persuasion, Emotion & Trust

– Address the key principles of design for – Persuasion, Emotion & Trust

– Focus on design for Trust

Trust and HCI

• HCI– Study computing and computational artifacts as

they relate to the human condition. • Trust

– Study the dynamic nature of trust in relationships

Human Computer Trust

– how trust influences the human interactions

• Study the socio-technical nature of trust• Study the role of Trust in user leverage engagement

Theoretical underpinnings

• Persuasion is…

– The act of changing people’s behaviors and beliefs

• Dictionary

– The action or process of persuading

• To make someone to act or believe in something

• HCI perspective

– Design actions or processes of persuading

• To change an attitude or behavior

Theoretical underpinnings

• HCI perspective

– Studding design methodologies to:

• Incentives people to become– More engaged; and

– More connected with a certain product or ecosystems

• Change an attitude or behavior– Attitude:

» reflects the way we think of fell about something

– Behaviour:

» reflects The way in which one acts or conducts oneself, special towards the other

Persuasion, Emotion & Trust

Design for…

key principles

• The ongoing cultural shift

– The existing ever-widening range of digital artifacts is transforming our daily lives.

• New design methodologies are needed

– More engaging, compelling, and effective

• PET complements classic

– Usability & user experience best practices

Key principles

• PET aims is to

– Facilitates the “will do”

• Motivates people to complete the task– Encourage. Motivates, constrains

• Usability aims is to

– Facilitates the “can do”

• Facilitates activities

key principles

• PET assumptions

– Persuasion

• Foster triggers actions;

– Emotion

• Generate an emotional response; and

– Trust

• Leverage credibility and cooperation.

WHY TRUST….

The trust role in…

• Leverage credibility and cooperation

– To assures the success of

• the action/process of persuading

• How it works?

?

Trust is crucial element

• Create trust enabling actions to make…– activities proceed more smoothly, – Ensure more transparent behaviours, – people work with greater confidence.

• To encourage people to – Cooperate– Accept certain technologies– Execute more positive actions– Creates social bounds – Establish empathic relations

Trust represents a key value

• In foster more – Social participation

• eParticipation through civil engagement

– Cooperation• Peer to peer work

• In encouraging – Economical transactions

• Ecommerce

– sharing practices• sharing economy

– Sustainability • Changing user behaviours incentive more reuse practices

Trust represents a key value

• In incentive designers – To provide

• GOOD DESIGN patterns

– Avoiding the Evil UX design• Done by not so honest people

– That deliberately design to fool, trick or exploit users

– To balance on what some refer to• The vision and values of dark vs good design patterns.

• Examples of this exist on the web,in software and even in the real world

See http://darkpatterns.org

The challenge to design for trust

• Lies on two main approaches– one that reflects a strict operational standpoint; and

another

– that sees trust as an internal quality.

• Although both views seem divergent in nature– We believe that they complement each other

• One focus on technical aspects – designing for reliable systems with the main aim of preventing

risks

• The other supports the social component of the system – that sits upon a technical base

Trust is a of a state of mind

• Trust reflects

– a confidence and the predisposition to trust another.

• This come based on a set of perceptions of

– another as 'trustworthy’.

– Gain by the ability to observe reinsurance elements

• Looking for a balance between

– an individual's commitments and the risk involved

Trust is a reinsurance element,

• Trust reflects certain properties that– help users to cope with the risk

– Support users to perceive intended behaviours

• Trust reflects a balance between– individual's commitments to engage with

• a certain Tasks,

• a certain person,

• A system or community

– and the risk involved

How it works?

• Trust is dynamic

– It changes through time

• It is likely to have impact on the parties and on the relationship.

• To trust we rely on

– The identification of certain

• Trustworthy making qualities

– The identification of signs that lead you to perceive

• A society, a person, and or a technological artifact

– Is in fact 'trustworthy’

Common touch points

• Within the user centered design framework

Analysis Design Implementation

Evaluation

Contextual inquiry

Ethnographic research

Competitive research

Interviews

Personas and scenarios

Information architecture

Prototyping

Standard & guidelines

Mental mapping

Design frameworks

Storyboards

Cognitive walkthrough

Usability testing

Wizard of OZ

Thinkaloud protocol

Design challenge

• Contextual overview

– The Sharing Economy has brought new attention to the everyday practice of sharing.

– Digital tools are changing both what we can do together across neighbourhoods and

• Reshaping the way we

– think about sharing our time, materials and skills.

• By fostering more trustful sharing practices.

Design challenge

• Create a set of

– Trust enabling sharing task scenarios to persuade TLU students to

• share time, materials and skills among themselves.

– Context the TLU student community

• The exchange students

• Students that use the dormitory.

The design process

User Research

& Understanding

STARTS

Set the Goals

Definition & Design

Create task scenarios

ENDS

Procedure

• Step 1– Create a set of possible sharing goals;

– and

• Step 2– Create a set of possible sharing tasks;

• Step 3 – Create a set of Trust enabling sharing actions;

• Step 4– Select the most relevant actions to your trust enabling

sharing scenario

STEP 1 – WHAT DO WE SHARE

What do we share?

• space, • time, • things, • transport, • skills, • childcare, • buying decisions, • meals, • celebration

STEP 2 - WHY DO WE SHARE?

Why do we share?

• For sustainability…

– For cooperation and trust

– When facing difficult times;

– For sense and purpose

– Create more gainful activities that give a sense of purpose;

– To spend less, waste less, consume less.

Why do we share?

• Create a set possible sharing behaviours

What makes us share Why we avoid sharing

To save money Unclear responsibilities and legal

issues of what happens to the property

Students travel light, sharing

is convenient

The fear of not getting one’s item

back.

Get to know people The question of who’s responsible

when an item gets broken.

Third step

• inspection technique– Use the toolkit to identify a set of

• Trust enabling sharing actions

• The products we will examine are– http://neighborgoods.net

– http://www.streetbank.com

– https://www.peerby.com

– http://www.justshareit.com

– https://www.airbnb.com

STEP 3 – ANALYTIC TECHNIQUES

The socio-technical model of trust

Trust Predisposition

Competency

Predictability

Reciprocity

Benovelence

Honesty

Motivation

Willingness

Expectations

Rational perception

Emotional perception

Relationships

Commitments

Engagement

Attitudes Qualities Intentions Beliefs

The model

• This model depicts trust as a construct

– informed by 7 (seven) individual qualities

• The model determines the extent

– to which one relates with one's social and technical environment.

Toolkit

• Working with user’s expectations

– Incentive or Motivate

• Represents the degree to which an individual believes (even under conditions of vulnerability and dependence) h/she has the ability to perform specific beneficial actions when using a computer.

– Creating Willingness

• Reflects positive or negative feelings about performing a given action while considering the risk and incentives.

Toolkit

• Working with user’s perceptions

– Perceiving competency

• Reflects the degree of ease of use when associated with the use of the system.

– Perceiving predictability

• Represents a user's confidence that the system will help him to perform a desired action in accordance with what is expected.

Toolkit

• Working with user’s emotions– Express benevolence

• reflects a user's perception that most people share similar behaviours and values.

– Show reciprocity• represents the degree to which an individual sees

oneself as a part of a group.

– Transmit honesty• reflects an insurance quality when facing apprehension,

or even fear with the possibility of being deceived.

STEP 4 – ANALYTIC TECHNIQUES

Fourth step

• Perform a starfish analysis

– Connecting steps 1 and 2 With 3

• Look at the previous identified set of

– Trust enabling sharing task scenarios;

– Possible sharing goals;

– Possible sharing activities; and

• Select

– The ones that…

Stop

The ones that…do not bring any added value to

your design solution

Starfish method

Less

The ones that…don’t bring so much benefits to your

design solution

Starfish method

Keep

The ones that…are good examples or practices and

you want to use...

Starfish method

More

The ones that…are good examples or practices that you fell that you should focus more

on.

Starfish method

Start

The ones that represent the…Atomic actions or ideas that a team

wants to bring into the design.

Starfish method

Solution

• Create a set of

– Trust enabling sharing scenarios to persuade TLU students to share time, materials and skills among themselves.

Resources

• Sousa et al. (2014). A design space for trust enabling interaction design. In Proceedings of the International Conference on Multimedia, Interaction, Design and Innovation MIDI 2014. ACM.

• Sousa et al. (2015). Value creation through trust in technologically-mediated social participation. Technology, Innovation and Education, 1 - 9. [forthcoming]

• https://humancomputertrust.wordpress.com