Trust, Learning, And Usability - Poster

Laurian Vega Yeong-Tay Sun Scott McCrickard Steve Harrison

“I’m willing to bet my soul on this website”: Trust in Online Information Repositories

Hypothesis

We present an actor-network model of trust based on behaviors that respect the contextual integrity of the situation and a study using a novel empirical evaluation method. We argue that to users of online tools, “trust” is created and continuously evaluated through the system of interactions between people — themselves included — and tools.   In the study, we attempt to understand and evaluate the sociality of trust, how web-systems take on agency, and how social cues are a significant usability issue. The results from the study demonstrates (1) the role that usability plays in increasing or decreasing trust, (2) the malleability of a participant's trust, and (3) the dynamic relationship between a website, a webpage, and the embedded information. 

Evaluation Materials

H1a: The trust for the website, webpage, and present information will be different from each other.

H2a: Usability of the websystem will affect trust in said web-system.

H1b: The trust for the website, webpage, and present information will be interrelated.

H2b: Poor usability will negatively affect trust in the website, webpage, and available information.

700 

QUIS

600 

Terminology of the website relates to task you were doing Instructions describing how to get through the tasks were Instructions for working the website are consistent Operations that you did with the website relate to tasks you wanted to do The feedback you received from the website was informative Display layouts of the website simplified your tasks Sequence of displays in the website were Error messages, if encountered, in the website are helpful Correcting errors in the tasks was Learning the operations done within the website was The limitations of my memory Exploration of features in the website were Overall reactions (Terrible to wonderful) Overall Reactions (Frustrating to satisfying) Overall Reactions (Uninteresting to interesting) Overall Reactions (Dull to stimulating) Overall Reactions (Difficulty to easy)

500  400  300  200  100  0 

0‐5 minutes 

5‐10 minutes  10‐15 minutes  15‐20 minutes 

UCS Trust Mean 

UCS

Wikipedi a

5.75

7.90

4.32

7.47

6.17

8.11

4.50

7.50

4.65

6.58

4.25

7.55

4.65

7.40

1.33

4.33

5.06

5.93

5.90

8.20

5.95 4.16 3.45 3.00 3.58 3.50 3.80

7.16 6.60 6.85 5.70 6.90 6.45 6.50

We found that usability errors had a detrimental effect on all measured aspects of trust (p<.0001, df=1). The weakest relations between trust and error rates was between evaluating errors and trust in the present information: ChiSquare result= 73.973 (p<0.0001, df=1).

Standard Deviations on Trust Questions Q1

Q2 Q3 205.7 101.981 129.774 82250 496 435 6 200.8 Wikiped 78.6182 113.266 03409 ia 51 7156 9 UCS

The variance for all three trust questions was found to be significant. This suggests that trust within even a twenty-minute increment is malleable and evaluating trust at only the beginning and end of a task does not convey the full trust dynamic. Additionally, these values have a high and similar covariation, indicating that as the variation increases in one measurement, it increases in the other

Website

Webpage Information

800 

800 

600 

600 

400 

0:26:57  0:28:00  0:29:04  0:31:29  0:32:51  0:33:42  0:35:14  0:36:25  0:37:39  0:38:51  0:39:54  0:40:55  0:43:11 

0:39:15 

0:43:33 

0:37:10 

0:30:39 

0:35:06 

0:33:56 

0:26:21 

0:32:12 

3

200 

0 

0  Video 4me  0:23:06  0:25:47  0:27:01  0:29:37  0:30:57  0:32:04  0:33:07  0:34:44  0:35:45  0:37:15  0:38:16  0:39:15  0:40:50  0:42:00 

2

1200  1000  800  600  400  200  0 

4

Video Time  0:24:06  0:25:05  0:26:21  0:27:13  0:29:14  0:30:28  0:31:55  0:32:52  0:33:41  0:35:04  0:35:56  0:36:56  0:38:32  0:40:49  0:41:45 

1000 

1000 

200 

0:24:27 

1

1200 

400 

0:28:33 

4

Embedded Information

800  700  600  500  400  300  200  100  0  Video Time 

0:18:37 

0:17:13 

0:15:14 

0:12:21 

0:10:53 

0:09:21 

0:07:57 

0:06:21 

0:04:43 

0:02:32 

3

700  600  500  400  300  200  100  0 

Webpage

Wikipedia

Website

1200  1000  800  600  400  200  0 

Video Time 

0:19:41 

0:18:49 

0:16:57 

0:15:41 

0:18:00 

0:11:17 

0:09:27 

0:06:49 

0:13:53 

2

0:04:44 

0:21:48 

0:16:37 

0:13:08 

0:20:52 

0:19:53 

0:15:36 

0:06:31 

0:11:13 

0:08:44 

0:07:46 

0:04:32 

0  0:02:56 

1

0:03:04 

400  200 

Video Time 

600 

Video Time 

Usability Case Study Library

1200  1000  800  600  400  200  0 

800 

Computer

Servers

Unique Trust Stories 1000 

Wikipedia Trust Mean 

Trust values started high in the first five minutes of the study but then tended to decrease as time went on. All trust values across all questions were interrelated with a correlation of .959. Users also found trust in an entire website to be higher than trust in a webpage. Trust in a webpage was statistically higher than trust in embedded information.

Video Time  0:03:18  0:04:40  0:06:06  0:07:44  0:10:07  0:11:33  0:12:53  0:14:40  0:16:48  0:18:03  0:19:43 

30 ately every s approxim ust Question completing 4 different Asking 3 Tr while tes nu mi 20 seconds for erfaces o different int tasks on tw

H3: Trust is variable. The value of trust across more than two measurements will be non-zero.

Internet

Results

At the en subjecti d of using an ve in the web ly evaluate the terface, site usability of

End User

Actor Network Theory

Abstract

Information Providers