Gulfs of expectation: eliciting and verifying differences in trust expectations using personas
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.
FAILY, S., POWER, D. and FLÉCHAIS, I. 2016. Gulfs of expectation: eliciting and verifying differences in trust expectations using personas. Journal of trust management [online], 3, article number 4. Available from: https://doi.org/10.1186/s40493-016-0025-9
|Journal Article Type||Article|
|Acceptance Date||Jul 21, 2016|
|Online Publication Date||Jul 29, 2016|
|Publication Date||Dec 31, 2016|
|Deposit Date||Sep 29, 2021|
|Publicly Available Date||Dec 7, 2021|
|Journal||Journal of Trust Management|
|Peer Reviewed||Peer Reviewed|
|Keywords||User personas; User-centred design; Systems security; Security risk analysis; Human-computer interaction (HCI)|
FAILY 2016 Gulfs of expectation
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