Gulfs of Expectation: Eliciting and Verifying Differences in Trust Expectations using Personas.

Faily, S., Power, D. and Fléchais, I., 2016. Gulfs of Expectation: Eliciting and Verifying Differences in Trust Expectations using Personas. Journal of Trust Management, 3, p. 4.

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DOI: 10.1186/s40493-016-0025

Abstract

Personas are a common tool used in Human Computer Interaction to represent the needs and expectations of a system’s stakeholders, but they are also grounded in large amounts of qualitative data. Our aim is to make use of this data to anticipate the differences between a user persona’s expectations of a system, and the expectations held by its developers. This paper introduces the idea of gulfs of expectation – the gap between the expectations held by a user about a system and its developers, and the expectations held by a developer about the system and its users. By evaluating these differences in expectation against a formal representation of a system, we demonstrate how differences between the anticipated user and developer mental models of the system can be verified. We illustrate this using a case study where persona characteristics were analysed to identify divergent behaviour and potential security breaches as a result of differing trust expectations.

Item Type:Article
ISSN:2196-064X
Uncontrolled Keywords:Security; Usability; Personas; CSP; Trust
Subjects:UNSPECIFIED
Group:Faculty of Science & Technology
ID Code:24454
Deposited By: Unnamed user with email symplectic@symplectic
Deposited On:01 Aug 2016 08:25
Last Modified:01 Aug 2016 08:25

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