Exploring Trust for Financial Transactions in Human-Smart Speaker Interactions

Dr. Carl DiSalvo
Tanuja Sawant

Trust plays an essential role in adoption and usage of new technologies and services. This project explores what builds trust when college students use smart speakers like Amazon Echo, Google Home, etc. for financial transactions like paying a credit card bill, transferring money to a contact, checking a bank account balance, etc. This research draws the definition of trust from the Extended Technology Acceptance Model to guide the design of trustworthy voice interactions. After a survey (n=50) and interviews (n=9), it was found that participants want to know what data the smart-speaker companies (third parties like Amazon in case of an Amazon Echo) collect, what the data is used for, and if the interactions would be secure enough for building trust. Participants also expressed need for visual confirmation, secure authentication, and reduced cognitive load to do said tasks. Participant needs were addressed by concept-testing tasks (n=10) which involved pairing of smart speaker with a smart watch or a smart phone with design and research iterations.


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