How to Use Behavioral Research Insights on Trust for HCI System Design

Abstract

Trust has been shown to be a major antecedent of technology acceptance and usage. Consequently, behavioral research has created vast insights on trust building. However, only a small fraction of the existing literature also shows ways of systematically including these insights into system design. Hence, the potential of most behavioral insights on trust for developing new systems often remains only partly realized. To alleviate this problem, we present a way to systematically derive trust-supporting design elements using trust theory. Using a laboratory experiment, we show that the trust- related design elements derived from theory are regarded as being important by the participants, and significantly increased their trust in a restaurant recommendation system as well as in their intention to use it in the future.

Keywords: Theory, trust, technology acceptance and usage, system design, laboratory experiment