Gulfs of expectation: eliciting and verifying differences in trust expectations using personas

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.

Citation

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
• Print ISSN: 2196-064X
• Electronic ISSN: 2196-064X
• Publisher: SpringerOpen
• Peer Reviewed: Peer Reviewed
• Volume: 3
• Article Number: 4
• DOI: https://doi.org/10.1186/s40493-016-0025-9
• Keywords: User personas; User-centred design; Systems security; Security risk analysis; Human-computer interaction (HCI)
• Public URL: https://rgu-repository.worktribe.com/output/1427949