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Trust with increasing and decreasing reliability
Benjamin S P Rittenberg1, Christopher W Holland1, Grace E Barnhart1
1Dalhousie University, Canada.
Human Factors
|March 6, 2024
Summary
Trust in automation doesn't always match its reliability. It's hard for users to regain trust after experiencing unreliable automated systems, especially when self-confidence is high.
Area of Science:
- Human-Computer Interaction
- Automation and Trust Dynamics
- Cognitive Psychology
Background:
- Overtrust and undertrust in automated systems can negatively impact performance.
- Understanding the temporal dynamics of trust concerning changing automation reliability is crucial.
Purpose of the Study:
- To investigate how trust in automation evolves as its reliability increases or decreases over time.
- To examine the relationship between task-specific self-confidence, trust, and automation reliability levels.
Main Methods:
- Two experiments were conducted using a dominant-color identification task with automation providing recommendations.
- Automation reliability was manipulated over 300 trials, with conditions including increasing (50% to 100%, 70% to 100%) and decreasing (100% to 50%) reliability.
Main Results:
- Trust declined as reliability decreased, and also decreased in a group where reliability increased from 50%.
- Increased user self-confidence amplified the effect of automation reliability on trust.
- A group experiencing a 70% to 100% reliability increase showed enhanced trust.
Conclusions:
- User trust in automation does not consistently mirror its actual reliability.
- Re-establishing trust after exposure to a low-reliability system is challenging.
Keywords:
automationdecision makinghuman-automation interactionlevels of automationtrust in automationMore Related Videos
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