Gulfs of expectation: eliciting and verifying differences in trust expectations using personas

Abstract

Personas are a common tool used in Human Computer Interaction to represent the needs and expectations of a system's stakeholders, but they are also grounded in large amounts of qualitative data. Our aim is to make use of this data to anticipate the differences between a user persona's expectations of a system, and the expectations held by its developers. This paper introduces the idea of gulfs of expectation -the gap between the expectations held by a user about a system and its developers, and the expectations held by a developer about the system and its users. By evaluating these differences in expectation against a formal representation of a system, we demonstrate how differences between the anticipated user and developer mental models of the system can be verified. We illustrate this using a case study where persona characteristics were analysed to identify divergent behaviour and potential security breaches as a result of differing trust expectations.

Penggunaan Metode User Persona dalam Upaya Penambahan Kebutuhan Fitur Learning Management System

“…Setiap stakeholder yang memiliki persona masing-masing yang berbeda tentu akan terlibat dalam membantu pengembangan perangkat lunak. Penelitian yang diterapkan dengan cara persona yang dapat digunakan diharapkan akan menghasilkan upaya baru untuk memanfaatkan konsep persona yang tepat (Chang et al, 2008).…”