How Much Trust is Enough? Towards Calibrating Trust in Technology

TL;DR

This paper empirically evaluates the Human-Computer Trust Scale (HCTS) to guide trust calibration in human-computer interaction, emphasizing interpretative reflection within system interactions.

Contribution

It provides a practical guideline for interpreting HCTS results and advocates for trust calibration in HCI based on empirical evidence.

Findings

HCTS is effective for initial trust propensity evaluation

Interpretation of HCTS results should consider interaction context

Trust calibration enhances user understanding of technology capabilities

Abstract

The role of trust within Human-Computer Interaction is being redefined. With the increasing omnipresence, autonomy, and opacity of technology, users often struggle to understand the capabilities and limitations of systems. In this article, we present the results of an empirical study designed to provide a practical, evidence-based interpretation of trust propensity assessment using the Human-Computer Trust Scale (HCTS). We outline the process used to develop a guideline for interpreting the instrument's results and explain the rationale for our decisions, advocating for calibrating trust in technology within HCI. Our findings demonstrate that the HCTS is a promising tool for conducting an initial evaluation of propensity to trust, but that such an assessment requires reflection and interpretation that should be considered within the context of the interaction.