When someone uses your website or app, they invest their limited time and sometimes money. Will the effort that they spend entering data be worth it, or will it be a waste of time? That depends on what the app does, and relies on how it is built and what it does with the data.
Trust is generated by clear presentation. When users understand what’s expected of them, and are able to execute those expectations, they will feel confident that the app is doing what they expect. One approach is to follow Internet norms so that users don’t have to guess at functionality. Where the presentation needs to deviate from the norms, then detail EXACTLY how it deviates and how the user can take advantage of that deviation. Make sure that they receive value for dealing with the deviation.
Your architecture also affects the trust generated. Slow performance wastes the user’s time unless they understand what is happening while they wait. Make sure that performance is evaluated and compared against similar sites. Size the servers so that they are appropriate for the workload—and reevaluate the size on a regular basis. That shouldn’t be a challenge now that cloud environments are common.
Architecture is more than just the infrastructure. It is also the quality and organization of the code. Of course, best practices such as unit testing and QA are used, but consider how the architecture can build the trust of the user. Such things as edge cases should be considered and handled. While it may not seem to be of much value to handle that one edge case that may occur once in a million attempts, it’s probably very important to that user. And with social media, the trust—or lack of trust—that your user has in your application can be amplified.
Remember, trust is the result of the user receiving value for their effort in visiting your site or using your application.
Latest posts by Luke Templin (see all)
- Do Your Users Trust Your Site? - June 27, 2017
- Is Content a Short-lived King? How To Manage Content in a World of Rapid Depreciation - July 20, 2015