Resource: User Experience Design

Additional/Related Resources:

Section 1 of 2: The following two articles from Dr. Susanne Furman (posted via Usability.gov) discuss “trust” and “credibility” as two distinct concepts, and how both characteristics could be designed into the user experience. 

1. Furman, Susanne. (2009, September 1). Building trust. Retrieved from https://www.usability.gov/get-involved/blog/2009/09/building-trust.html 
   
   1. Key Takeaways:
      1. The resource defines “trust” as “confidence in or reliance on some quality or attribute of a person or thing, or the truth in a statement”.
      2. The resource includes a list of trust-inducing features as summarized by Wang & Emurian. These features are organized into the following four areas.
         1. We can help foster and promote trust with our users by integrating these features with our web designs.
         2. Reference: Wang, Y.D., and Emurian, H.H. An overview of online trust: Concepts, elements, and implications. Computers in Human Behavior, 21, 2005:105-125. 
            1. Graphic Design: Graphic design factor – first impressions
            2. Structure Design: Overall organization and accessibility of information
            3. Content Design: Informational components, either textual or graphical
            4. Social-cue Design: Embedded social cues, such as face-to-face interaction and social presence
2. Furman, Susanne. (2009, October 1). Credibility. Retrieved from https://www.usability.gov/get-involved/blog/2009/10/credibility.html 
   
   1. Key Takeaways:
      1. The resource presents credibility as “a perceived quality and has two key components: trustworthiness and expertise”.
      2. Mostly importantly, the resource emphasizes that: “If a Web site is not perceived as credible, it will not be used”.
      3. Credibility is judged quickly by users and often based on the content presentation instead of the content itself.
         1. Consequently, while it is still important to have content that is authoritative, trustworthy, reputable, and relevant, it is equally important to present the content with aesthetic treatments that help convey the appropriate mood, attitude, and tone.

Section 2 of 2: The following two resources provide additional guidelines on how to build trust through our designs. 

1. Awan, Aimen. (2019, March 10). Design better products by building trust. Retrieved from https://uxdesign.cc/design-better-products-by-building-trust-94639617c81 
   1. Key Takeaways
      1. The resource recommends that we can build trust with our users by creating designs that are competent and warm.
      2. The resource defines:
         1. “Competence” as having “the ability to complete the task accurately and efficiently”.
            1. “Competence” is about helping users in minimizing the amount of effort that the users have to put in before getting the desired results.
         2. “Warmth” as “a feeling of confidence in a product, that it will help users achieve the desired goal without deceiving them”. It can also be “the feeling that the product has your best interest at heart”.
            1. “Warmth” is “affected by overall design quality and visual consistency”.
      3. The pyramid at the bottom of this page is from this resource, and it shows that it is important to demonstrate competence to our users first when establishing trust.
2. Westerman, Ilana. (2012, October 31). Designing to build trust the factors that matter. Retrieved from https://uxmag.com/articles/designing-to-build-trust-the-factors-that-matter  
   1. Key Takeaways:
      1. The resource provides the following seven ways that “trust” can mean to a user:
         1. A company is moral.
         2. A product will do what it claims to do.
         3. Information will be correct, complete, and unbiased.
         4. A product or service has quality.
         5. "A company will protect me."
         6. “If I don’t understand, there is a good reason why."
         7. "I will be successful."
      2. Using an online health insurance exchange prototype as a case study, the resource shares how the resource author tested the impact of design on trust, and the corresponding test findings.

This resource review is created as a response to Jessica Burnett's comment posted to the forum.