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Online Terms and Conditions: Improving User Engagement, Awareness, and Satisfaction through UI Design
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för hälsa, natur- och teknikvetenskap (from 2013), Institutionen för matematik och datavetenskap (from 2013).ORCID-id: 0000-0001-7384-4552
Konsumentverket.
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Institutionen för sociala och psykologiska studier (from 2013).ORCID-id: 0000-0001-8102-8168
2022 (engelsk)Inngår i: 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, s. 1-22, artikkel-id 624Konferansepaper, Publicerat paper (Fagfellevurdert)
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.

sted, utgiver, år, opplag, sider
New York, NY, USA: Association for Computing Machinery (ACM), 2022. s. 1-22, artikkel-id 624
HSV kategori
Forskningsprogram
Datavetenskap; Psykologi
Identifikatorer
URN: urn:nbn:se:kau:diva-89156DOI: 10.1145/3491102.3517720Scopus ID: 2-s2.0-85130528924ISBN: 978-1-4503-9157-3 (tryckt)OAI: oai:DiVA.org:kau-89156DiVA, id: diva2:1646001
Konferanse
CHI Conference on Human Factors in Computing Systems (CHI’22), April 29-May 5, 2022, New Orleans, LA, USA.
Tilgjengelig fra: 2022-03-21 Laget: 2022-03-21 Sist oppdatert: 2026-02-12bibliografisk kontrollert

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Kitkowska, AgnieszkaWästlund, Erik

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