1) The document discusses key elements of evaluating user trust in AI-assisted decision making systems, including vulnerability, positive expectations, and attitudes. 2) It recommends incorporating these trust elements into study environments by including outcomes related to user decisions and carefully designing initial interactions. 3) Trust should be measured using validated questionnaires that assess expectations and comfort rather than just behavior, and results should include psychometric analysis.

1. How to Evaluate Users’ Trust in
AI-Assisted Decision Making?
Selected results from CSCW2021 paper submission – online soon
Oleksandra Vereschak
Gilles Bailly
Baptiste Caramiaux
@WiMLDS_Paris x @WiMLDS_Poznan - May 19, 2021

2. Context: AI-Assisted Decision Making
B
A
My recommendation is B.
1

3. Context: AI-Assisted Decision Making
My recommendation is B.
B it is!
1

4. Context: AI-Assisted Decision Making
Cai et al., “Hello AI”, CSCW’19
The final overall grade is ____ You should not hire this candidate
Image: CVVIZ
2

5. Context: Evaluating System with Users
3
Easy to use?
Useful?
Fun?
Trustworthy?

6. Context: Evaluating System with Users
3
Easy to use?
Useful?
Fun?
Annoyed?
Satisfied?
Relaxed?
Trusted the
system?
Trustworthy?

7. Context: Evaluating System with Users
3

8. Context: Evaluating System with Users
3

9. Context: Evaluating Users’ Trust in AI-Assisted Decision Making
Cai et al., “Hello AI”, CSCW’19
The final overall grade is ____
4
Trust
in AI
Transparency
IBM

10. Context: Evaluating Users’ Trust in AI-Assisted Decision Making
Cai et al., “Hello AI”, CSCW’19
The final overall grade is ____
4
Image: Dreamstime

11. Context: Evaluating Users’ Trust in AI-Assisted Decision Making
Cai et al., “Hello AI”, CSCW’19
The final overall grade is ____
4
Image: Dreamstime
?

12. Context: Evaluating Users’ Trust in AI-Assisted Decision Making
Cai et al., “Hello AI”, CSCW’19
The final overall grade is ____
4
Image: Dreamstime
?
What is trust?
What is important
to evaluate trust?
How to measure
trust?

13. ?
What is trust?
What is important
to evaluate trust?
How to measure
trust?
5
Human-AI Trust
(decision making)
Human-Human
Trust

14. Takeaway Messages
1. Three key elements of trust (what makes trust different from
other theoretical constructs)
2. Why and how to incorporate the key elements in the trust study
environment
3. How and how not to choose trust measures
6
These results are a part of CSCW2021 paper, online soon.

15. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
7

16. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
7

17. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
7
Attitude = evaluations you make about
objects, ideas, events, or other people.

18. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
7
Attitude = evaluations you make about
objects, ideas, events, or other people.
Sara finds spiders cute.
David has mistrust and annoyance towards
telemarketers.

19. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
7
Attitude = evaluations you make about
objects, ideas, events, or other people.
Sara finds spiders cute.
David has mistrust and annoyance towards
telemarketers.
Behavior
Sara would never kill a spider.
David always listens to telemarketers.

20. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
8
That is there is an undesirable outcome
associated with a wrong decision.
If I assign a wrong treatment, this will have
negative consequences on the patient’s health.

21. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
8
That is there is an undesirable outcome
associated with a wrong decision.
If I assign a wrong treatment, this will have
negative consequences on the patient’s health.
If my estimate of the number of jelly beans in a
jar is off, I am wrong.

22. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
8
That is there is an undesirable outcome
associated with a wrong decision.
If I assign a wrong treatment, this will have
negative consequences on the patient’s health.
If my estimate of the number of jelly beans in a
jar is off, I am wrong.
Trust
Confidence

23. What is trust?
An attitude that an agent will achieve an
individual’s goal in a situation characterized
by uncertainty and vulnerability (Lee and See, 2004)
9
Positive expectations.
I think the system is good enough to help
me to do this task!

24. What is trust?
An attitude that an agent will
achieve an individual’s goal in
a situation characterized by
uncertainty and vulnerability
(Lee and See, 2004)
10

25. Vulnerability and Study Environment
While interacting with the system, participants should encounter outcomes
related to their decisions and they should care about them.
Virtual Real
• Virtual penalties
• Negative consequences for
participants
• Negative consequences for other
stakeholders
• Monetary
• Cognitive effort
• Damage
• Temporal
11

26. Positive Expectations and Study Environment
The introduction and the first interaction are important :
● Instructions (e.g., stated accuracy, relevant experience)
● Initial experience (first trials error-free)
If this can lead to deception or unrealistic expectations or if participants
are skeptical at the beginning, you might want to omit the first data points.
12

27. Measures of Trust
Trust =/= Behavior
Questionnaires:
● Single-item
From 1 to 7, how much do you trust this system? further research
● Multi-item
A list of carefully selected and validated questions:
If another serious issues arises, I would feel comfortable using this system.
This system is effective in helping me with the task.
Examples: Mayer and Davis (1999); McKnight, Choudhury, Kacmar (2002).
13

28. Measures of Trust
Trust =/= Behavior
Questionnaires:
● Single-item
From 1 to 7, how much do you trust this system? further research
● Multi-item
A list of carefully selected and validated questions:
If another serious issues arises, I would feel comfortable using this system.
This system is effective in helping me with the task.
Examples: Mayer and Davis (1999); McKnight, Choudhury, Kacmar (2002).
13

29. Measures of Trust
Trust =/= Behavior
Questionnaires:
● Single-item
From 1 to 7, how much do you trust this system? further research
● Multi-item
A list of carefully selected and validated questions:
If another serious issues arises, I would feel comfortable using this system.
This system is effective in helping me with the task.
Do not forget to report psychometric statistics = indicator of “quality” of the questionnaire,
especially if you modified it. Ex: Cronbach’s alpha, omega coefficient of McDonald 13

30. Takeaway Messages
1. Three key elements of trust (what makes trust different from other
theoretical constructs): vulnerability, positive expectations, attitude
2. Why and how to incorporate the key elements in the trust study
environment: task outcomes and first interactions are important
3. How and how not to choose trust measures: trust =/= behavior,
triangulate
6
These results are a part of CSCW2021 paper, online soon.

31. How to Evaluate Users’ Trust in
AI-Assisted Decision Making?
Selected results from CSCW2021 paper submission – online soon
Oleksandra Vereschak
vereschak@isir.upmc.fr
Gilles Bailly
Baptiste Caramiaux
@WiMLDS_Paris x @WiMLDS_Poznan - May 19, 2021