Abstract
This research looks at online trust, and what features affect trust, both perceived and actual. A set of heuristics were drawn from a systematic review of 160 papers on trust. The heuristics were then used for an audit of 40 UK legal websites. Five mock legal websites were created using features found on real legal sites. These mock websites will be used to measure the impact of the different designing features on trust. The sites will then be tested by both the solicitors and end-users.
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Whittle, D. (2020). How to increase online trust and user experience for legal services. In Proceedings of the 33rd International BCS Human Computer Interaction Conference, BCS HCI 2020 (pp. 38–42). BCS Learning and Development Ltd. https://doi.org/10.14236/ewic/HCI20DC.8
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