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Online Terms and Conditions: Improving User Engagement, Awareness, and Satisfaction through UI Design
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science (from 2013).ORCID iD: 0000-0001-7384-4552
Konsumentverket.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Department of Social and Psychological Studies (from 2013).ORCID iD: 0000-0001-8102-8168
2022 (English)In: CHI '22: CHI Conference on Human Factors in Computing Systems / [ed] Simone Barbosa; Cliff Lampe; Caroline Appert; David A. Shamma; Steven Drucker; Julie Williamson; Koji Yatani, New York, NY, USA: Association for Computing Machinery (ACM), 2022, p. 1-22, article id 624Conference paper, Published paper (Refereed)
Abstract [en]

Too often, while interacting with online technologies, we blindly agree to services’ terms and conditions (T&Cs). We often disregard their content—believing it is not worth engaging with the long, hard-to-understand texts. The inconspicuous display of online T&Cs on the user interface (UI) adds to our lack of engagement. Nevertheless, certain information included in T&Cs could help usmake optimal decisions. In this replication research, we investigate this issue in the purchasing context. We confirm and extend previous fndings through an online experiment (N = 987), showing that diferently presented T&Cs (icons, scroll, and cost cue) compared to hyperlinked text affect whether people open them, becoming aware. We also show the efect of decision-making style on the relationship between awareness and satisfaction. We discuss the possible use of these fndings to improve users’ informed decisions. We also highlight problems that diferent designs may pose, potentially increasing the information gap between users and service providers.

Place, publisher, year, edition, pages
New York, NY, USA: Association for Computing Machinery (ACM), 2022. p. 1-22, article id 624
National Category
Human Computer Interaction Psychology
Research subject
Computer Science; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-89156DOI: 10.1145/3491102.3517720Scopus ID: 2-s2.0-85130528924ISBN: 978-1-4503-9157-3 (print)OAI: oai:DiVA.org:kau-89156DiVA, id: diva2:1646001
Conference
CHI Conference on Human Factors in Computing Systems (CHI’22), April 29-May 5, 2022, New Orleans, LA, USA.
Available from: 2022-03-21 Created: 2022-03-21 Last updated: 2023-06-22Bibliographically approved

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Kitkowska, AgnieszkaWästlund, Erik

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