From Trust: it’s about good experience over time, David Walker writes:
“The Cheskin/Studio Archetype study’s most important conclusion was that trust deepens or retreats based on experience. “Trustworthiness is about experience over time,” concluded the report.
Specifically, the eCommerce Trust Study claimed that trust sprang from:
Of these four claims, the last is – excuse my scepticism – the sort of finding you’d expect from a study by a Web design firm. Asked for help increasing trust, your typical Web site designer will swear black-and-blue that a “more professional look” is essential. To immunise yourself against this, take a look at eBay, Yahoo! and Amazon, the three giants of consumer e-commerce. None looks like a Web design firm has ever been anywhere near it. eBay, the most profitable of the three, looks like someone’s link-happy kid brother threw it together on a rainy afternoon.”
Thoughts? How much does good design affect trust? How much does bad design affect trust?