The new Twitter is X.com, not to be confused with similarly named adult sites. Image from — https://www.20minutos.es/gonzoo/noticia/5159146/0/elon-musk-troleado-las-redes-por-juego-palabras-los-videos-x-antigua-twitter-con-una-conocida-web-para-adultos/

Do you still trust Twitter? Do you feel like it is “the world’s most accurate, real-time information source and a global town square for communication?” Since October 2022, big changes have shaken up the company both internally and externally, which has led to an erosion of user trust in the platform.

But does trust really matter in user experience? If Twitter works (generally) as advertised and has become as ubiquitous as it is, why should it matter whether or not the average user “believes” in the product?

Why trust is sacred

The Twitter sign is currently being taken down on the San Francisco HQ. Image from — https://slate.com/technology/2023/07/twitter-obituary-future-tense-newsletter.html

One of the first people I followed here on Medium was H. Locke, and even if I don’t know his first name, I trust in his articles to be informed by real world experience and wisdom. That’s why I am borrowing from his article “14 ways that good design builds trust with users” and recommend everyone with interest in the subject to give it a read.

When asked what builds or erodes trust in user experience, he replied, “Design things properly and don’t be evil.” He even breaks it down further into a helpful chart that echoes the ever-essential Maslow’s Hierarchy of Needs.

H. Locke’s Hierarchy of UX trust. Image from — https://medium.com/@h_locke/14-ways-that-good-design-builds-trust-562ffaddaf1f

Building trust

• User control (visibility of system status, being able to undo actions, etc.)
• Transparency (error recovery, help and documentation, etc.)
• Ease of use (match between systems and real world, flexibility, etc.)
• Consistency of standards
• Accessibility

Eroding trust

• Lack of control
• Lack of transparency
• Unfriendly interface