How to increase online trust and user experience for legal services

This research looks at online trust, and what features affect trust, both perceived and actual. A set of heuristics were drawn from a systematic review of 160 papers on trust. The heuristics were then used for an audit of 40 UK legal websites. Five mock legal websites were created using features found on real legal sites. These mock websites will be used to measure the impact of the different designing features on trust. The sites will then be tested by both the solicitors and end-users.

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Author and article information

Contributors

Deborah Whittle

Conference

Publication date: July 2020

Publication date (Print): July 2020

Pages: 38-42

Affiliations

[0001]The University of Sunderland

Sunderland, UK

Article

DOI: 10.14236/ewic/HCI20DC.8

SO-VID: 25946061-a9b8-4c29-a97c-78c1fe9959ad

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This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

Conference name: Proceedings of the 33rd International BCS Human Computer Interaction Conference

Conference acronym: BCS HCI 2020

Conference number: 33

Conference location: Keele University, UK

Conference date: 6 July 2020

Conference sponsor: Electronic Workshops in Computing (eWiC)

Conference theme: Human Computer Interaction

History

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1477-9358 BCS Learning & Development

Self URI (article page): https://www.scienceopen.com/hosted-document?doi=10.14236/ewic/HCI20DC.8

Self URI (journal page): https://ewic.bcs.org/

REFERENCES

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N. Akhtar et al. 2019 Mechanisms of consumers’ trust development in reviewers’ supplementary reviews: A reviewer-reader similarity perspective Tourism Management Perspectives 31 95 108 doi:10.1016/j.tmp.2019.04.001
Bao-ling HuLe-xing Yun 2010 Empirical Research on the Influencing Factors of Online Customer Trust 2010 International Conference on Management and Service Science, Management and Service Science (MASS), 2010 International Conference on 1 3 doi:10.1109/ICMSS.2010.5576803
P. Beatty et al. 2011 Consumer trust in e-commerce web sites ACM Computing Surveys 43 3 1 46 doi:10.1145/1922649.1922651
A. Beldad et al. 2012 A cue or two and I’ll trust you: Determinants of trust in government organizations in terms of their processing and usage of citizens’ personal information disclosed online Government Information Quarterly 29 1 41 49 doi:10.1016/j.giq.2011.05.003
J. Benamati Skip et al 2010 Clarifying the Integration of Trust and TAM in E-Commerce Environments: Implications for Systems Design and Management IEEE Transactions on Engineering Management 57 3 380 393 doi:10.1109/TEM.2009.2023111
A. Bhattacherjee 2002 Individual Trust in Online Firms: Scale Development and Initial Test Journal of Management Information Systems 19 1 211 241 doi:10.1080/07421222.2002.11045715
E. Bonsón PonteE. Carvajal-TrujilloT. Escobar-Rodríguez 2015 Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents Tourism Management 47 286 302 doi:10.1016/j.tourman.2014.10.009
M. BrengmanF. P. Karimov 2012 The effect of web communities on consumers’ initial trust in B2C e-commerce websites Management Research Review 35 9 791
Chun-Chia WangChang-Cheng Sie 2012 A Study of Consumers’ Trust in Online Shopping between Pick-up Goods Behavior in the Convenience Stores 2012 26th International Conference on Advanced Information Networking and Applications Workshops, Advanced Information Networking and Applications Workshops (WAINA), 2012 26th International Conference on 381 386 doi:10.1109/WAINA.2012.7
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H.-S. DoongH.-C. WangG. R. Foxall 2011 An investigation of consumers’ webstore shopping: A view of click-and-mortar company International Journal of Information Management 31 3 210 216 doi:10.1016/j.ijinfomgt.2010.06.006
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A. D. Franco ValdezA. Valdez CervantesS. Motyka 2018 Beauty is truth: The effects of inflated product claims and website interactivity on evaluations of retailers’ websites Journal of Business Research 90 67 74 doi:10.1016/j.jbusres.2018.04.027
M. GrimesJ. Marquardson 2019 Quality matters: Evoking subjective norms and coping appraisals by system design to increase security intentions Decision Support Systems 119 23 34 doi:10.1016/j.dss.2019.02.010
Guillermo Carbonell et al. 2019 The impact of emotionality and trust cues on the perceived trustworthiness of online reviews Cogent Business & Management 1 doi:10.1080/23311975.2019.1586062
S.-W. HungM.-J. ChengP.-C. Chen 2012 Reexamining the Factors for Trust in Cultivating Online Customer Repurchase Intentions: The Moderating Effect of Perceived Waiting International Journal of Human-Computer Interaction 28 10 666 677 doi:10.1080/10447318.2011.654201
Ismunandar IsmunandarMulyadin Mulyadin 2018 The Effect of Trust Dimension to E-Commerce Costumers Participation (Case Study to E-Commerce Costumers in Bima City) Jurnal Terapan Manajemen dan Bisnis 2 138 doi:10.26737/jtmb.v4i2.833
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K. C. LeeN. ChungS. Lee 2011 Exploring the influence of personal schema on trust transfer and switching costs in brick-and-click bookstores Information & Management 48 8 364 370 doi:10.1016/j.im.2011.09.002
T. LianC. Yu 2019 Impacts of online images of a tourist destination on tourist travel decision Tourism Geographies 21 4 635 664 doi:10.1080/14616688.2019.1571094
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L. Mah 2005 The Legal Profession Faces New Faces: How Lawyer’s Professional Norms Should Change to Serve a Changing American Population California Law Review 93 6 1721 1772
R. MahnkeA. BenlianT. Hess 2015 A Grounded Theory of Online Shopping Flow International Journal of Electronic Commerce 19 3 54 89 doi:10.1080/10864415.2015.1000222
G. S. Mesch 2012 Is online trust and trust in social institutions associated with online disclosure of identifiable information online? Computers in Human Behavior 28 4 1471 1477 doi:10.1016/j.chb.2012.03.010
G. B. MurphyA. A. Blessinger 2003 Perceptions of no-name recognition business to consumer e-commerce trustworthiness: the effectiveness of potential influence tactics Journal of High Technology Management Research 14 1 71 doi:10.1016/S1047-8310(03)00005-1
M. H. Nicholls 2004 Georgetown Journal of Legal Ethics Current Developments 2004-2005 A Quagmire of Internet Ethics Law and the ABA Guidelines for Legal Website Providers Georgetown Journal of Legal Ethics 18 3 1021 1040
J. NielsenR. Molich 1990 Heuristic evaluation of user interfaces Proceedings of the SIGCHI conference on Human factors in computing systems Empowering people - CHI ’90 the SIGCHI conference Seattle, Washington, United States ACM Press 249 256 doi:10.1145/97243.97281
T. Oliveira et al. 2017 Full length article: Modelling and testing consumer trust dimensions in e-commerce Computers in Human Behavior 71 153 164 doi:10.1016/j.chb.2017.01.050
S. (Fone) PengnateR. Sarathy 2017 An experimental investigation of the influence of website emotional design features on trust in unfamiliar online vendors Computers in Human Behavior 67 49 60 doi:10.1016/j.chb.2016.10.018
N. ReynoldsS. Ruiz de Maya 2013 The impact of complexity and perceived difficulty on consumer revisit intentions Journal of Marketing Management 29 5–6 625 645 doi:10.1080/0267257X.2013.774290
A. Riaz et al. 2018 The interplay between emotion, cognition and information recall from websites with relevant and irrelevant images: A Neuro-IS study DECISION SUPPORT SYSTEMS 111 113 123 doi:10.1016/j.dss.2018.05.004
Rose SebastianelliNabil Tamimi 2018 Etailer website attributes and trust: understanding the role of online reviews Online Information Review 42 4 506 519 doi:10.1108/OIR-02-2016-0039
T. Schultz et al. 2018 The effect of images on community engagement with sustainable stormwater management: The role of integral disgust and sadness Journal of Environmental Psychology 59 26 35 doi:10.1016/j.jenvp.2018.08.003
B. Shneiderman et al. 2014 Designing the user interface: strategies for effective human-computer interaction Pearson new international edition. Harlow, England: Pearson (Pearson custom library) Available at: http://catalogue.sunderland.ac.uk/items/410167 Accessed: 9 July 2018
F. SongA. Bitektine 2018 Firm Status and Evaluators’ Trust: The Many Ways to Trust a Firm Journal of Business Ethics 153 2 503 518 doi:10.1007/s10551-016-3334-0
E. ToufailyN. SouidenR. Ladhari 2013 Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailers Journal of Retailing and Consumer Services 20 6 538 548 doi:10.1016/j.jretconser.2013.05.001
S. K. TrivediM. Yadav 2018 Predicting online repurchase intentions with e-satisfaction as mediator: a study on Gen Y VINE: The Journal of Information & Knowledge Management Systems 48 3 427
L. XiaoY. ZhangB. Fu 2019 Exploring the moderators and causal process of trust transfer in online-to-offline commerce Journal of Business Research 98 214 226 doi:10.1016/j.jbusres.2019.01.069
S. Y. YousafzaiJ. G. PallisterG. R. Foxall 2003 A proposed model of e-trust for electronic banking Technovation 23 11 847 doi:10.1016/S0166-4972(03)00130-5

Comments

Comment on this article

[1] E. Ageeva et al. 2019 Cues adopted by consumers in examining corporate website favorability: An empirical study of financial institutions in the UK and Russia Journal of Business Research 98 15 32 doi:10.1016/j.jbusres.2018.12.079

[2] N. Akhtar et al. 2019 Mechanisms of consumers’ trust development in reviewers’ supplementary reviews: A reviewer-reader similarity perspective Tourism Management Perspectives 31 95 108 doi:10.1016/j.tmp.2019.04.001

[3] Bao-ling HuLe-xing Yun 2010 Empirical Research on the Influencing Factors of Online Customer Trust 2010 International Conference on Management and Service Science, Management and Service Science (MASS), 2010 International Conference on 1 3 doi:10.1109/ICMSS.2010.5576803

[4] P. Beatty et al. 2011 Consumer trust in e-commerce web sites ACM Computing Surveys 43 3 1 46 doi:10.1145/1922649.1922651

[5] A. Beldad et al. 2012 A cue or two and I’ll trust you: Determinants of trust in government organizations in terms of their processing and usage of citizens’ personal information disclosed online Government Information Quarterly 29 1 41 49 doi:10.1016/j.giq.2011.05.003

[6] J. Benamati Skip et al 2010 Clarifying the Integration of Trust and TAM in E-Commerce Environments: Implications for Systems Design and Management IEEE Transactions on Engineering Management 57 3 380 393 doi:10.1109/TEM.2009.2023111

[7] A. Bhattacherjee 2002 Individual Trust in Online Firms: Scale Development and Initial Test Journal of Management Information Systems 19 1 211 241 doi:10.1080/07421222.2002.11045715

[8] E. Bonsón PonteE. Carvajal-TrujilloT. Escobar-Rodríguez 2015 Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents Tourism Management 47 286 302 doi:10.1016/j.tourman.2014.10.009

[9] M. BrengmanF. P. Karimov 2012 The effect of web communities on consumers’ initial trust in B2C e-commerce websites Management Research Review 35 9 791

[10] Chun-Chia WangChang-Cheng Sie 2012 A Study of Consumers’ Trust in Online Shopping between Pick-up Goods Behavior in the Convenience Stores 2012 26th International Conference on Advanced Information Networking and Applications Workshops, Advanced Information Networking and Applications Workshops (WAINA), 2012 26th International Conference on 381 386 doi:10.1109/WAINA.2012.7

[11] Clare AM Sutherland et al. 2015 Personality judgments from everyday images of faces Frontiers in Psychology 6 2015 doi:10.3389/fpsyg.2015.01616/full

[12] D. Cyr et al. 2009 Exploring Human Images in Website Design: A Multi-Method Approach MIS Quarterly 33 3 539 A9 doi:10.2307/20650308

[13] C. DemangeotA. J. Broderick 2016 Engaging customers during a website visit: a model of website customer engagement International Journal of Retail & Distribution Management 44 8 814 839 doi:10.1108/IJRDM-08-2015-0124

[14] H.-S. DoongH.-C. WangG. R. Foxall 2011 An investigation of consumers’ webstore shopping: A view of click-and-mortar company International Journal of Information Management 31 3 210 216 doi:10.1016/j.ijinfomgt.2010.06.006

[15] C. M. N. Faisal et al. 2017 Web Design Attributes in Building User Trust, Satisfaction, and Loyalty for a High Uncertainty Avoidance Culture IEEE Transactions on Human-Machine Systems 47 6 847 859 doi:10.1109/THMS.2016.2620901

[16] A. D. Franco ValdezA. Valdez CervantesS. Motyka 2018 Beauty is truth: The effects of inflated product claims and website interactivity on evaluations of retailers’ websites Journal of Business Research 90 67 74 doi:10.1016/j.jbusres.2018.04.027

[17] M. GrimesJ. Marquardson 2019 Quality matters: Evoking subjective norms and coping appraisals by system design to increase security intentions Decision Support Systems 119 23 34 doi:10.1016/j.dss.2019.02.010

[18] Guillermo Carbonell et al. 2019 The impact of emotionality and trust cues on the perceived trustworthiness of online reviews Cogent Business & Management 1 doi:10.1080/23311975.2019.1586062

[19] S.-W. HungM.-J. ChengP.-C. Chen 2012 Reexamining the Factors for Trust in Cultivating Online Customer Repurchase Intentions: The Moderating Effect of Perceived Waiting International Journal of Human-Computer Interaction 28 10 666 677 doi:10.1080/10447318.2011.654201

[20] Ismunandar IsmunandarMulyadin Mulyadin 2018 The Effect of Trust Dimension to E-Commerce Costumers Participation (Case Study to E-Commerce Costumers in Bima City) Jurnal Terapan Manajemen dan Bisnis 2 138 doi:10.26737/jtmb.v4i2.833

[21] P. Jen-Hwa HuH. Han-fenF. Xiao 2017 Examining the Mediating Roles of Cognitive Load and Performance Outcomes in User Satisfaction with a Website: A Field Quasi-Experiment MIS Quarterly 41 3 975 A11

[22] L. Joyner et al. 2018 Exploring emotional response to images used in agritourism destination marketing Journal of Destination Marketing & Management 9 44 55 doi:10.1016/j.jdmm.2017.10.004

[23] B. KitchenhamP. Brereton 2013 A systematic review of systematic review process research in software engineering Information & Software Technology 55 12 2049 2075 doi:10.1016/j.infsof.2013.07.010

[24] M. KoufarisW. Hampton-Sosa 2004 The development of initial trust in an online company by new customers Information & Management 41 3 377 397 doi:10.1016/j.im.2003.08.004

[25] K. C. LeeN. ChungS. Lee 2011 Exploring the influence of personal schema on trust transfer and switching costs in brick-and-click bookstores Information & Management 48 8 364 370 doi:10.1016/j.im.2011.09.002

[26] T. LianC. Yu 2019 Impacts of online images of a tourist destination on tourist travel decision Tourism Geographies 21 4 635 664 doi:10.1080/14616688.2019.1571094

[27] Wu Lin et al. 2016 Affect Heuristic as a Function of Trust in Risk Communication Social Behavior & Personality: an international journal 44 4 619 630

[28] L. Mah 2005 The Legal Profession Faces New Faces: How Lawyer’s Professional Norms Should Change to Serve a Changing American Population California Law Review 93 6 1721 1772

[29] R. MahnkeA. BenlianT. Hess 2015 A Grounded Theory of Online Shopping Flow International Journal of Electronic Commerce 19 3 54 89 doi:10.1080/10864415.2015.1000222

[30] G. S. Mesch 2012 Is online trust and trust in social institutions associated with online disclosure of identifiable information online? Computers in Human Behavior 28 4 1471 1477 doi:10.1016/j.chb.2012.03.010

[31] G. B. MurphyA. A. Blessinger 2003 Perceptions of no-name recognition business to consumer e-commerce trustworthiness: the effectiveness of potential influence tactics Journal of High Technology Management Research 14 1 71 doi:10.1016/S1047-8310(03)00005-1

[32] M. H. Nicholls 2004 Georgetown Journal of Legal Ethics Current Developments 2004-2005 A Quagmire of Internet Ethics Law and the ABA Guidelines for Legal Website Providers Georgetown Journal of Legal Ethics 18 3 1021 1040

[33] J. NielsenR. Molich 1990 Heuristic evaluation of user interfaces Proceedings of the SIGCHI conference on Human factors in computing systems Empowering people - CHI ’90 the SIGCHI conference Seattle, Washington, United States ACM Press 249 256 doi:10.1145/97243.97281

[34] T. Oliveira et al. 2017 Full length article: Modelling and testing consumer trust dimensions in e-commerce Computers in Human Behavior 71 153 164 doi:10.1016/j.chb.2017.01.050

[35] S. (Fone) PengnateR. Sarathy 2017 An experimental investigation of the influence of website emotional design features on trust in unfamiliar online vendors Computers in Human Behavior 67 49 60 doi:10.1016/j.chb.2016.10.018

[36] N. ReynoldsS. Ruiz de Maya 2013 The impact of complexity and perceived difficulty on consumer revisit intentions Journal of Marketing Management 29 5–6 625 645 doi:10.1080/0267257X.2013.774290

[37] A. Riaz et al. 2018 The interplay between emotion, cognition and information recall from websites with relevant and irrelevant images: A Neuro-IS study DECISION SUPPORT SYSTEMS 111 113 123 doi:10.1016/j.dss.2018.05.004

[38] Rose SebastianelliNabil Tamimi 2018 Etailer website attributes and trust: understanding the role of online reviews Online Information Review 42 4 506 519 doi:10.1108/OIR-02-2016-0039

[39] T. Schultz et al. 2018 The effect of images on community engagement with sustainable stormwater management: The role of integral disgust and sadness Journal of Environmental Psychology 59 26 35 doi:10.1016/j.jenvp.2018.08.003

[40] B. Shneiderman et al. 2014 Designing the user interface: strategies for effective human-computer interaction Pearson new international edition. Harlow, England: Pearson (Pearson custom library) Available at: http://catalogue.sunderland.ac.uk/items/410167 Accessed: 9 July 2018

[41] F. SongA. Bitektine 2018 Firm Status and Evaluators’ Trust: The Many Ways to Trust a Firm Journal of Business Ethics 153 2 503 518 doi:10.1007/s10551-016-3334-0

[42] E. ToufailyN. SouidenR. Ladhari 2013 Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailers Journal of Retailing and Consumer Services 20 6 538 548 doi:10.1016/j.jretconser.2013.05.001

[43] S. K. TrivediM. Yadav 2018 Predicting online repurchase intentions with e-satisfaction as mediator: a study on Gen Y VINE: The Journal of Information & Knowledge Management Systems 48 3 427

[44] L. XiaoY. ZhangB. Fu 2019 Exploring the moderators and causal process of trust transfer in online-to-offline commerce Journal of Business Research 98 214 226 doi:10.1016/j.jbusres.2019.01.069

[45] S. Y. YousafzaiJ. G. PallisterG. R. Foxall 2003 A proposed model of e-trust for electronic banking Technovation 23 11 847 doi:10.1016/S0166-4972(03)00130-5

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