The effect of system aesthetics on trust, cooperation, satisfaction and annoyance in an imperfect automated system

Abstract

Lack of system reliability has been repeatedly identified as a factor that decreases trust. However, aesthetics has an important role in the development of trust. Most of the research concerning the connection between aesthetics and trust focused on mobile commerce and websites while very little has been done in examining aesthetics in automated systems. This study integrated aesthetics manipulations into an imperfect in-vehicle automation system and focused on the power of aesthetics to decrease the negative effects of errors on trust, satisfaction, annoyance, and human-automation cooperation perceptions. Participants used the navigation system in either 100% or 85% accuracy levels with an aesthetic or non aesthetic system (4 conditions). In both aesthetic and non aesthetic systems, perceptions of trust, satisfaction and human automation cooperation were decreased in the imperfect system compared to the perfect one. However, in the annoyance rating, this trend was found only in the aesthetic system while in the non-aesthetic system no difference was found between the two levels of accuracy. This single effect may indicate upon the possibility that in automated systems aesthetics affects trust and satisfaction more moderately compared to mobile commerce applications and websites. However, more research is needed to assess this assumption.