Förhållandet mellan feedback och pålitlighet i en mobilapplikation : En kvalitativ studie om visuell feedback, tonalitet och pålitlighet

Detta är en Kandidat-uppsats från Högskolan i Jönköping/JTH, Datateknik och informatik; Högskolan i Jönköping/JTH, Datateknik och informatik

Sammanfattning: The following thesis is written by students at the School of Engineering at Jönköping University, informatics, New Media Design. The background of this report is based on a project collaboration with Toxic Interactive solutions AB, who wanted help with creating an application for registering sick leave from work. Since these registrations for sick leave affects the income and work relations, the aspect trust within an application was chosen as a subject for the report. Furthermore we connected this to the feedback element to see how trust was affected by this factor. Also the design and tonality of the feedback was chosen as a subject for the study. Visual feedback connects to the user with information about their actions and a confirmation. Based on this, two questions were formed: [1] How does visual feedback affect trust in a mobile application? [2] Does the the tonality in the feedback affect trust for a mobile application? To answer these questions, user tests and interviews was performed with the users. Three prototypes were created with different levels of feedback: no feedback, feedback with formal tonality and feedback with informal tonality. These were tested on nine users for each prototype (27 users in total). Parallelly two interviews with experts of the area were performed for a deeper knowledge and comparability. Other than this relevant studies and theories have been studied. The results of this study show that feedback contributes to increased trustworthiness amongst users. Although there are many other reasons that will have an affect. A formal tonality in the feedback is perceived as slightly more trustworthy according to the user tests and user interviews conducted. An insight about the connection between the tonality and target groups and subjective preferences was revealed from the expert interviews. Also, theories studied about the formality of the language mentions that it should be adapted to the specific target group. The conclusions that can be made from the study shows that trust, feedback and tonality are all connected. all the results show that feedback in a system has a positive effect on the user experience. Feedback also means more trust from a user than when its absent.

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