I was recently asked for a view on ‘what builds or erodes trust’ in Experience Design. I’m going to break it down, but overall my response can be summed up as:
Design things properly and don’t be evil
What is trust?
I define trust in a UX context as follows: —
Trust is a user’s experience of your product or service, that leads them to believe that:
- Your product/service/interface/experience can solve their current need
- It will be as simple and easy as possible to use
- They will not inadvertently do something they did not intend
- They will not be deliberately tricked into doing something they did not intend
- They will understand everything that happens through the journey and any outcomes
- They will clearly consent to any data or financial transaction that occurs
- They will experience some level of positive overall impression of having engaged with your brand, product or experience, such that they may wish to do so again.
