Transforming Legal Services Online-Trust and User Experience of Digital and Emerging AI-based services

Abstract

This research offers some important insights into online trust and explores how to make online legal services trustworthy, efficient, useable, and secure. The research uses a mixed methodology. There are three key areas to be considered when evaluating online technology. The key areas can be categorised as "The Law Firm", "The Website", and "The End User". Firstly, part of the research examines the perceived trustworthiness of the website; this research involves a set of eight heuristics drawn from a systematic review of 160 papers, which formed the trust heuristics that affect online trust. The final part of the research explores the user's perception of online trust, with five mock sites from features found in real legal sites, including one with artificial intelligence. The five sites will allow us to measure the impact of perceived trust caused by different design features. Both the solicitors and end-users will then test the sites. The trust Model will be used to display the results.