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Part 2 of Designing for Trust

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In the previous article in this series on designing trust, we have examined what it means to trust in the digital age and identified three main components for assessing trustworthiness: competence, commitment and motive. We have also uncovered that companies (and by extension designers) need to develop new mechanisms and rituals to facilitate trust digitally, as in a digital environment, we cannot rely on traditional indicators like facial expressions or tone of voice. Building on these insights, this article will look at eight different mechanisms that can help us design trust into digital services and products.

1. Make It Personal

Familiarity and sympathy are key influencers when it comes to judging commitment. By reducing strangeness, they increase people’s willingness to trust; naturally, people are more likely to trust someone they know and understand, rather than a perfect stranger. This is an emotional lever that we can utilise to help people build trust in a number of different ways. …

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Mandana

Service Design Lead at Virtusa xLabs

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