"UX and Trust: on understanding experiences and trust of technology"

Dr. Clare Hooper, (HCI, User Experience, Web Science)

Nov 09 2016, 12:30 - 14:20 pm, SFU Surrey Room 5380

About the talk:


As digital technology increasingly moves from the domain of work into our social and personal lives, there is a need to better understand and design for user experience (UX) and to make technology accessible and inclusive by rebuilding existing systems in new contexts. But to redesign for new contexts we must understand the deeper abstract and emotional effects, or risk merely copying superficial elements and translating functionality but not the underlying experience. Teasing Apart, Piecing Together (TAPT) is a software engineering design method based on Dix’s notion of experience deconstruction: it enables a deeper understanding of UX and scaffolds the redesign of these for new contexts. The first part of this talk introduces TAPT, giving real-life examples of its use for design, evaluation and analysis.

The second part of this talk concerns trust, which along with good UX is an essential foundation to user engagement with IT systems. The TRIFoRM project brought together computer science, health science, social science and engineering to explore the trusting beliefs of users of IT systems, looking at factors that influence trust of systems and ways to model those factors and trust levels. The team focused particularly on healthcare technologies for monitoring chronic conditions, and interviewed people who may use or provide healthcare monitoring technology to understand what was important to them as individuals. Analysis of the interviews let the team identify possible threats to trust of technology, and controls to mitigate those threats. In addition, the team identified two key issues. The first issue was that it is clear that people using a monitoring technology to manage pain are more likely to take risks and tolerate faults, making them more vulnerable. The second issue is the importance of relationships: patients were concerned that monitoring technology might change their relationship with healthcare providers, as well as with whether healthcare providers themselves trust the technology.

About Speaker:

Dr. Clare Hooper is a computer scientist specialised in human-computer interaction, user experience and web science. She has led various national research projects in the UK as well as major work packages in EU projects. Clare enjoys the challenges and rewards of interdisciplinary work, and has recently moved to Vancouver.