Eliciting and Visualising Trust Expectations using Persona Trust Characteristics and Goal Models

Developers and users rely on trust to simplify complexity when building and using software. Unfortunately, the invis-ibility of trust and the richness of a system’s context of use means that factors influencing trust are difficult to see, and assessing its implications before a system is built is complex and time-consuming. This paper presents an approach for eliciting and visualising differences between trust expecta-tions using persona cases, goal models, and complementary tool support. We evaluate our approach by using it to iden-tify misplaced trust expectations in a software infrastructure by its users and application developers. Categories and Subject Descriptor