目标:主要目的是确定当自动化可靠性增加或降低时,信任如何随时间变化。第二个目的是确定特定任务的自信心与信任和可靠性水平的关系。
背景:过度信任和不信任都可能对系统性能有害;因此,随着可靠性水平的变化,需要探索信任的时间动态。
方法:两个实验使用主色识别任务,自动化向用户提供建议,建议的可靠性在300次试验中发生变化。在实验1中,两组参与者与系统进行了交互:一组以50%的可靠系统开始,该系统增加到100%,而另一个使用的系统从100%下降到50%。实验2包括一组自动化可靠性从70%提高到100%。
结果:信任度最初在递减组中很高,然后随着可靠性水平的降低而下降;但是,在可靠性提高50%的组中,信任度也下降了。此外,当用户自信心增强时,自动化可靠性对信任的影响更大。在实验2中,可靠性增加70%的组对系统的信任度增加。
结论:信任并不总是跟踪自动化系统的可靠性;特别是,一旦用户与低可靠性系统交互,信任就很难恢复。
结论:这项研究为自动化的信任动态提供了初步证据,随着时间的推移,这种信任会变得更好,这表明用户应该只有在足够可靠的情况下才开始与自动化进行交互。
OBJECTIVE: The primary purpose was to determine how trust changes over time when automation reliability increases or decreases. A secondary purpose was to determine how task-specific self-confidence is associated with trust and reliability level.
BACKGROUND: Both overtrust and undertrust can be detrimental to system performance; therefore, the temporal dynamics of trust with changing reliability level need to be explored.
METHODS: Two experiments used a dominant-color identification task, where automation provided a recommendation to users, with the reliability of the recommendation changing over 300 trials. In Experiment 1, two groups of participants interacted with the system: one group started with a 50% reliable system which increased to 100%, while the other used a system that decreased from 100% to 50%. Experiment 2 included a group where automation reliability increased from 70% to 100%.
RESULTS: Trust was initially high in the decreasing group and then declined as reliability level decreased; however, trust also declined in the 50% increasing reliability group. Furthermore, when user self-confidence increased, automation reliability had a greater influence on trust. In Experiment 2, the 70% increasing reliability group showed increased trust in the system.
CONCLUSIONS: Trust does not always track the reliability of automated systems; in particular, it is difficult for trust to recover once the user has interacted with a low reliability system.
CONCLUSIONS: This study provides initial evidence into the dynamics of trust for automation that gets better over time suggesting that users should only start interacting with automation when it is sufficiently reliable.