Human-Computer Trust in Web Interfaces: A UX-Driven Approach

Abstract

With bits and pixels increasingly replacing human interactions, the trust placed on human-computer interaction
(HCI) has proliferated. This paper aims to discuss an aspect of trust on web interfaces that stems from guest user
experience (UX) and focus on the trust’s cognitive and emotional aspects. It drives primary aim of creating and
assessing HCT using UX framework model at human-computer trust (HCT) levels based on system response,
transparency, and feedback, utilizing slippage of control through design. The methodology is based on heuristic
evaluation, eye-tracking, and trust measurement undertaken to web interface prototypes from different domains,
from e-commerce, e-learning, to digital banking. Outcomes show that trusting a system is largely enhanced by
meeting expectation, eliminating design uncertainty, and system integrity perception. The other interfaces performed
poorly in usability and trust and the proposed model outperformed other interface designs developed under
traditional UX, which highlights the need for deeper consideration of HCT. The case study findings highlight the
Union of UX and HCT paints the future of web systems design that interacts instead of interfaces capturing
information.