Trust is a cornerstone of user experience, influencing how users interact with digital products and services. However, unlike metrics such as load time or click-through rates, trust is intangible and multifaceted, making it challenging to quantify. Yet, understanding and measuring trust is essential for creating user-centric designs that foster loyalty and satisfaction. In UX design, trust refers to a user’s confidence in a product’s reliability, integrity, and ability to meet their needs. It’s built over time through consistent, transparent, and user-friendly interactions. Factors influencing trust include usability, visual design, content clarity, and perceived security.

(Source: http://hyunah-kim.com/project/designing-trust-into-ux)

To effectively measure trust, a combination of qualitative and quantitative methods is recommended:

1. Surveys and Questionnaires

Structured surveys can capture users’ perceptions of trust. Tools like the System Usability Scale (SUS) or custom Likert-scale questions assess aspects such as reliability and credibility. For instance, the SUPR-Q (Standardized User Experience Percentile Rank Questionnaire) includes trust-related items to evaluate website credibility. 

2. User Interviews and Feedback

Conducting interviews allows for in-depth exploration of users’ trust-related experiences. Open-ended questions can uncover specific design elements that enhance or hinder trust. This qualitative data provides context to quantitative findings.

3. Behavioral Analytics

Analyzing user behavior offers indirect insights into trust levels. Metrics such as bounce rates, session durations, and return visits can indicate trustworthiness. For example, a high bounce rate may suggest users don’t find the site credible or relevant.

4. Usability Testing

Observing users as they interact with a product can reveal trust issues. Hesitations, errors, or reliance on help features may indicate areas where trust is lacking. Usability tests help identify and rectify these pain points.

5. Physiological Measurements

Advanced methods like eye-tracking or facial expression analysis can detect unconscious reactions to design elements.These insights help understand users’ emotional responses, which are closely tied to trust.

Implementing Trust Measurements in Design

• Incorporating trust measurement into the design process involves:
• Setting clear objectives: Defining what aspects of trust are most relevant to the product.
• Choosing appropriate methods: Selecting measurement techniques that align with the objectives and resources
• Iterative testing: Regularly assessing trust throughout the design lifecycle to identify and address issues promptly.
• Stakeholder collaboration: Sharing findings with stakeholders to inform design decisions and prioritise trust-building features.

Final Video Prototype

Source:

https://www.uxstudioteam.com/ux-blog/increase-trust-through-ux-design

https://www.youtube.com/watch?v=BWqTuNO4Epk

https://medium.com/@thefinchdesignagency/building-user-trust-in-ux-design-proven-strategies-for-better-engagement-c975aa381516

https://articles.ux-primer.com/the-hidden-power-of-emotion-and-trust-in-ux-design-5ae3d286d57e?gi=a9243f2f3c4b

https://www.stan.vision/journal/building-trust-in-saas-ux-ui-design

In the landscape of UX design, we often prioritise the end user = the customer tapping on the app, making a reservation, or reading a restaurant review. But in service contexts like dining, the experience is co-created. Behind every safe and satisfying gluten-free meal is a team of restaurant staff managing food prep, communication, and customer care.

For individuals with celiac disease, eating out is a high-stress situation. The stakes are medical, not just personal. Users rely heavily on restaurant staff to understand and accommodate their needs. But the staff, in turn, must navigate complex orders, time pressure, and varying levels of knowledge – all while delivering consistent, empathetic service.

So, how can UX design empower both groups?

By designing systems that are intuitive, informative, and motivating, we can bridge this empathy gap and create experiences that feel safe, human, and trustworthy – for everyone involved.

Dual empathy in UX

Human-centered design isn’t just about the end user, it’s about every person who interacts with the system.

In a restaurant context, that includes:

• Kitchen staff interpreting special orders
• Waiters translating customer needs
• Customers navigating digital menus and allergy filters

This shared ecosystem requires tools that are mutually supportive, rather than one-sided.

(Source: https://medium.com/@mis9385/ux-design-research-part-2-week-9-restaurant-design-function-af5407866d5b)

Empowering staff through UX features

Designers have an opportunity to reduce friction and boost trust by building restaurant-facing features that support communication and clarity.

• Live dietary alerts and preferences: for example a tablet in the kitchen or at the waiter station that instantly shows: “Table 4: Gluten-Free. Cross-contamination alert enabled.”

• Customer preference profiles: Frequent diners could have optional saved settings that flag dietary needs early in the booking or ordering process.

• Smart checklists for order confirmation: A visual checklist (“Separate cutting board used? Dedicated fryer confirmed?”) reinforces habits without slowing the workflow.

These features don’t just protect the user. They lighten the cognitive load for staff and create a system of shared responsibility.

(Source: https://www.eleken.co/blog-posts/14-impressive-ux-statistics-to-prove-the-value-of-great-design)

Designing the interface between two humans

At its core, this is about facilitating human connection through design. The app is the medium, but the real exchange happens between diner and staff.

• If the app provides transparency, both sides feel informed.

• If the system feels empathic, both sides feel heard.

• If the training is engaging, both sides benefit from better service and reduced anxiety.

This kind of design (dual-perspective UX) is where real inclusivity happens.

Creating safe, enjoyable restaurant experiences for celiac diners doesn’t stop at user interfaces. It extends to the tools, training, and touchpoints that staff rely on to deliver those experiences. When designers design for both diners and providers, they reinforce trust, reduce risk, and elevate hospitality from a transaction to a shared act of care. Good design doesn’t just protect the user, it equips the provider. And when both feel supported, the result is an experience that’s not just functional, but truly human.

Source:

https://uxdesign.cc/what-is-service-design-and-why-it-matters-e1ed3fc86e7b

https://www.broworks.net/blog/design-for-business-designing-for-a-real-users

https://uxdesign.cc/a-guide-to-business-driven-ux-connecting-business-strategy-with-user-needs-19b74e2cba42

https://www.kioskbuddy.app/blog/human-centered-design

https://codenomad.net/blog/how-to-design-a-user-friendly-restaurant-app-interface/

For individuals living with celiac disease, everyday activities such as dining out or traveling often involve many decisions. Choosing a restaurant isn’t just a matter of taste or location – it’s a high-stakes choice where a single mistake could trigger a serious autoimmune response. The fear of gluten cross-contamination, inaccurate labeling, or staff miscommunication creates anxiety and can lead to avoidance behaviors.

In these emotionally charged contexts, trust becomes the most critical design currency. It’s not enough for an app or website to simply “work.” The interface must communicate safety, offer reassurance, and build confidence. The tools that help accomplish this come from emotional design, a UX approach that creates positive emotional responses while addressing users’ deep-seated fears and needs.

(Source: https://uxplanet.org/the-design-of-trust-13d68df6e52f)

Key trust-building strategies in UX/UI Design

Warm, Human-Centered UI

Trust begins at first glance. Visual design plays a subtle yet powerful role in signaling safety. Warm colour palettes (like soft greens and blues), rounded shapes, and friendly typography (e.g., sans-serif fonts with balanced kerning) make interfaces feel approachable and calm. It is important to avoid stark, sterile layouts – these may seem clinical and uninviting.

Images that reflect diverse, real-world diners with dietary needs, or inclusive illustrations, can build emotional rapport.

Community-driven verification

Trust is social. Many users rely on others’ experiences before making their own decisions, especially when safety is involved. User-submitted reviews, gluten-free ratings, or crowdsourced verification tools (e.g., “5 celiac users confirmed this restaurant”) can add layers of trust that go beyond the brand.

This also makes the interface emotionally participatory. Users don’t feel like passive consumers. They feel like contributors to a shared mission of safety.

Clear and calming messaging

When alerts or warnings are necessary, how they are phrased and delivered matters greatly. Alarming, fear-based messages (“Warning: You might get sick here!”) can overwhelm users and create distrust in the platform.

Instead, using calm, empowering messages is a better solution:
“We couldn’t verify gluten-free practices at this location. Consider choosing a nearby verified spot.”
“This restaurant has a dedicated gluten-free menu, confirmed by multiple users.”

Tone of voice should be empathetic, not mechanical. Speaking like a friend who understands the user’s needs.

Transparent data and certifications

Showing how the data was gathered is the key. If a restaurant is marked gluten-free, it is good to clarify if the information came from the restaurant itself, a third-party certification, or user verification. Transparency in labeling reduces guesswork and helps users feel in control.

A good example: “Verified by Gluten-Free Food Program (GFFP), last updated May 2025.”

(Source: https://www.uxstudioteam.com/ux-blog/increase-trust-through-ux-design)

Emotional trust as a UX metric

Traditional UX metrics like time-on-task or conversion rates don’t capture the full picture in emotionally sensitive situations. In these contexts, trust, reassurance, and confidence become key success indicators.

It could be measured through:

In-app feedback surveys after bookings (“Did you feel confident in your choice?”)

Emotional sentiment analysis of reviews

User return rate for safety-verified features

For users with celiac disease, digital trust isn’t a luxury, it’s a necessity. Interfaces must go beyond usability and tap into empathy, comfort, and shared values. Emotional design is the bridge between fear and freedom.

Designers have the power to transform digital platforms into safe, emotionally intelligent spaces, where users don’t just complete tasks, but feel heard, protected, and empowered.

Sources:

https://www.interaction-design.org/literature/article/trust-building-the-bridge-to-our-users?srsltid=AfmBOoqwQbSdcqbM2LcoZvx0fZRmBXgi1mKs0qCGJF9w9YppYST-oT6T

https://www.codebridge.tech/articles/emotional-design-in-ui-ux-creating-memorable-user-experiences

https://www.uxdesigninstitute.com/blog/role-of-emotion-in-ux-design/

(Source: https://www.interaction-design.org/literature/article/trust-building-the-bridge-to-our-users)

Micro-interactions are those tiny, often subconscious moments of feedback. It is a play of a surprisingly large role in shaping how users feel when engaging with a digital product. Whether it’s a small animation after clicking a button, a soft vibration after completing a form, or a sound that signals success, these interactions offer reassurance, guidance, and delight.

But what happens when the user’s experience is layered with heightened emotional stakes, such as when managing a medical condition like celiac disease while traveling?

For many celiac travelers, the simple act of choosing a restaurant becomes a complex, emotionally charged decision. The fear of gluten cross-contamination, misunderstandings with staff, and lack of reliable information can lead to anxiety and hesitation. In these scenarios, micro-interactions must evolve beyond aesthetics and usability – they must become emotional decision points that build trust and provide comfort.

Micro-Interactions as emotional anchors

Micro-interactions are traditionally used to provide feedback or indicate progress, but when reframed as emotional decision points, they take on a deeper role. These are the moments when users need reassurance, not just that a button was clicked, but that a decision they’re making is safe, validated, and understood.

For example a user booking a table at a restaurant labeled gluten-free. A simple message saying “Reservation confirmed” is informative, but emotionally neutral. Comparing this to: “You’re all set! This place is 100% gluten-free certified—dine with confidence!“.

That message acknowledges the user’s concerns and offers emotional validation as a small, powerful shift in tone and intent that can ease anxiety and enhance trust.

(Source: https://www.uxdesigninstitute.com/blog/microinteractions-in-ui-design/)

Emotional design and empathy in UX

The concept of Emotional Design, introduced by Donald Norman, outlines how products evoke emotions through three levels of experience:

Visceral: What we see and feel instantly. For example, clean visual design and friendly icons that suggest safety.

Behavioral: How well the product works. Is the app intuitive, and does it answer the user’s needs – like finding gluten-free restaurants nearby?

Reflective: How the product aligns with our values and identity. For celiac users, a product that respects their condition and supports their lifestyle reflects empathy and shared understanding.

In practice, this means designing with:

Clear feedback: Messages like “This meal is prepared in a dedicated gluten-free kitchen” reduce doubt and increase user confidence.

Calming UX language: Words matter. Using reassuring phrases like “You’re in safe hands” or “We’ve got your back” adds a human tone that speaks to the user’s emotional state.

Affirmative confirmations: Simple, positive reinforcements “You’ve successfully reserved a celiac-safe meal” turn transactions into trust-building moments.

Consistency across touchpoints: Whether it’s during onboarding, navigation, or checkout, emotional design should remain present. Repeated positive interactions reinforce the app’s reliability.

(Source: https://medium.muz.li/the-art-of-emotion-normans-3-levels-of-emotional-design-88a1fb495b1d)

Designing for high-stress use cases

The empathy gap – the disconnect between what designers assume and what users actually feel can be especially wide in health-related or stress-inducing use cases. Closing this gap requires more than good visuals or flawless functionality. It means designing for how users feel in critical moments.

For instance, if a user is traveling in a foreign country, unsure of the local language or food labeling laws, they need an interface that goes beyond “working” – they need one that soothes, educates, and protects.

Examples of emotional UX features for celiac users could be:

Verified restaurant badges with explanations and visual indicators.

A “safe zone” color palette (greens and blues) used during confirmation steps.

Optional peer reviews specifically from other celiac travelers.

Emergency cards with translated gluten-free phrases that can be generated and saved.

(Source: https://www.justinmind.com/web-design/micro-interactions)

When designing UX for high-sensitivity scenarios like celiac travel, every micro-interaction becomes a chance to support the user emotionally. By turning these moments into emotional decision points, infused with clarity, empathy, and trust, designers can create not only functional products but emotionally intelligent ones. In a world full of decisions, it is important to help the users feel that every choice they make is the right one.

Sources:

Norman, D. A. (2004). Emotional Design: Why We Love (or Hate) Everyday Things. Basic Books.

https://medium.muz.li/the-art-of-emotion-normans-3-levels-of-emotional-design-88a1fb495b1d

https://medium.com/uxcentury/the-three-levels-of-emotional-design-0f7ff723af04

https://medium.com/swlh/three-levels-of-design-donald-a-norman-4f36a8db82d6

https://www.veroke.com/micro-interactions-in-ui-ux-small-details-big-user-impact/

Understanding the empathy gap

Designers often aim to create inclusive, human-centered products, but there’s a subtle challenge that’s harder to overcome than accessibility or UI polish: the empathy gap. This term refers to the cognitive and emotional distance between people who have direct experience with a problem and those who don’t.

In UX design, the empathy gap becomes especially problematic when building products for people with disabilities, like for example celiac disease. While a user without celiac might casually browse for places to eat, someone with celiac approaches every food decision with caution, emotional tension, and risk assessment. Unfortunately, many restaurant apps and travel platforms fail to reflect this difference in urgency and vulnerability.

Storytelling and personas as empathy tools

Personas are more than just user archetypes. They act as bridges to lived experiences. When backed by emotional storytelling, personas help designers and stakeholders temporarily “step into someone else’s shoes,” fostering a deeper understanding of motivations, fears, and mental models. According to Cooper et al. (2014), personas are “a powerful design tool for communication and empathy-building” when they reflect real emotional contexts and not just demographics or goals.

Storytelling in UX amplifies this effect. Stories engage the emotional centers of our brains, making information more memorable and decisions more thoughtful (Norman, 2004). When personas are introduced within narrative frameworks, such as onboarding sequences that follow their journey, designers can simulate real-life decision-making environments. This helps foster emotional alignment with users, especially those whose needs are often overlooked.

For travelers with celiac disease, this emotional alignment is important. It’s not just about finding gluten-free options – it’s about feeling safe and understood in a world where a simple breadcrumb can cause days of illness.

Sources:

Norman, D. A. (2004). Emotional Design: Why We Love (or Hate) Everyday Things

Cooper, A., Reimann, R., Cronin, D., & Noessel, C. (2014). About Face: The Essentials of Interaction Design

Persona & User journey

For this prototype, my goal is to create a low-fidelity paper app to help travellers with gluten intolerance find safe places to eat and enjoy local cuisine.

To help me achieve this, I created a persona and user journey.

Anne – Celiac solo traveler

Name: Anne Bauer
Age: 29
Occupation: Freelance photographer
Location: Berlin, currently traveling through Italy
Health Context: Diagnosed with celiac disease 5 years ago
Tech Use: Heavy smartphone user, relies on travel and food apps
Personality: Curious, independent, sometimes anxious about eating out

Goals:

• Find places to eat safely while traveling abroad
• Avoid cross-contamination and gluten exposure
• Feel confident and supported in unfamiliar food cultures

Pain Points:

• Unclear menus and gluten-free claims
• Language barriers when asking staff about food safety
• Anxiety when eating in new places
• Lack of trust in unfamiliar restaurants

Emotional Triggers:

• Relief and happiness when finding verified safe spots
• Frustration when apps show “gluten-free” without proof
• Appreciation when her needs are clearly understood

User journey: Anne arrives in Bologna and needs dinner

1. Trigger: Anne arrives in Bologna and feels hungry.
2. Goal: She wants to find a celiac-safe restaurant nearby.
3. Problem: She’s unsure which places are safe and trustworthy.
4. Action: Opens the app and starts onboarding → begins search → filters results → reads restaurant details → picks a trusted place.
5. Success: Finds a restaurant with verified reviews and clear allergen info.

The first part of my work on the paper prototype involved creating an onboarding process for the application:

Having my prototype shared as part of a speed date was a great way to get quick and varied feedback. Presenting the ideas in a short amount of time forced me to focus on the core functionality of each prototype, which helped me clarify my design decisions. It was interesting to see how different people interpreted my creations – some saw new possibilities that I hadn’t considered – like using a paper roll as a kaleidoscope.

One of the most valuable insights was realising how simple materials can lead to innovative solutions if approached creatively. The projection device helped me think about possible improvements, especially in terms of usability.

All in all, this session highlighted the importance of developing ideas, open discussion and looking at designs from multiple perspectives, key aspects of a strong prototyping process.

Here are my all three prototypes:

Crossbow from a paper clip

The first prototype I created is a tiny but functional crossbow, made primarily from a paper clip, a rubber band, and a small piece of paper or a toothpick as an arrow. I bent the paper clip into a crossbow shape and secured a rubber band to provide the necessary tension for launching the projectile.

This small crossbow demonstrates basic mechanical principles, particularly elasticity and tension. The rubber band stores energy, and when I release it, the projectile shoots forward. It was a fun experiment in leveraging small-scale mechanics to achieve movement and functionality.

Projection from a paper roll

For my second prototype, I explored light and shadow projection using a paper roll. I drew specific shapes into the roll and placed a light source behind it to create simple projections on a surface. The concept is similar to shadow puppetry or projectors, relying on light diffusion and obstruction to form visible patterns.

This experiment helped me better understand basic optical principles, like how light travels in straight lines and how different materials can block or diffuse it. By playing with shapes, angles, and distances, I was able to adjust the clarity and size of the projection. This could even be a starting point for interactive light installations or custom lamp designs.

Phone stand from a paper roll

For my third prototype, I wanted to make something practical, a DIY phone stand using a paper roll. By cutting slots into the roll, I created a stand that holds my phone at the perfect viewing angle.

I like this prototype because it’s both eco-friendly and functional. Instead of buying a phone stand, I repurposed a simple household item into something useful. This small project made me think about ergonomics and accessibility, as well as how design can make everyday tasks more convenient.

These three prototypes showed me how creativity and problem-solving can lead to functional designs using basic materials. Each one shows different aspects of design – from mechanics (crossbow) and optics (projection) to usability and ergonomics (phone stand). Prototyping with limited resources pushed me to reuse materials and find innovative solutions.