User trust in Adaptive Systems

Abstract

While investigating user requirements in adaptive systems, we found that adaptivity, though meant to increase usability, seems to challenge user trust. We have further investigated reasons why user trust in adaptive systems might be low, and how such systems should be designed in order to be trustworthy. Not only privacy, but also user control, consistency, and system competence have strong inter-relationships with user trust. We applied qualitative empirical methods, especially scenario-based interviews and focus groups. As a result, we indicate a set of user requirements that shall guide the design of trust- worthy adaptive systems.