Påverkande faktorer kring upplevd tillit för användare av ett digitalt bokningssystem : Fallstudie i design av webbapplikation för bokning av klipptider som upplevs tillitsfull av dess kunder

Sammanfattning: While trust is a fundamental block for a successful e-commerce web application, there is also a need for an easy-to-use and flexible booking system in today's hairdressing market. The purpose of this study is to investigate how a web application for mediation of hairdresser appointments can be designed to convey a sense of trust to its users. The study's aim is therefore: how can a web application for mediation of hairdresser appointments be designed for the user to experience a sense of trust? By developing the web application Klippify in line with practised theoretical background, iterative user tests have been enabled. The result showed that human surrogate presence for example in the form of employees presented with pictures, a simple and easy-to-navigate design, third-party quality certifications, a transparent customer relationship, a cold and blue color theme, and a clear presentation of underlying motives were factors of importance for perceived trust.