Fernando Flores – Trust (business / customer)
Trust is neither a spontaneous nor an arbitrary feeling. It is not something we develop from “inside” as some ambiguous, personal, internal phenomenon. Trust is built in relationships when we demonstrate real concern about the well-being of others and manage our commitments rigorously.
As we think about interaction and service design, a trustful interface is one that behaves predictably, that offers feedback in ways that are structured and expected, that uses graphical elements in ways that rigorously reflect a language of function.
If we think about trustful service design, this is a service that, similarly, continues to meet expectations in a predictable way. Trustful services do what is expected, and treat the service participant in a way that respects their dignity.