By Lizette Carstens
Deputy Dean: Design at IIE-Vega, an educational brand of the Independent Institute of Education (IIE)
We live in a world where most people have technology at their fingertips, yet systems often dehumanise people, treating them as mere numbers in a queue battling for the attention of a large corporation or a government department’s customer support. As a field at the intersection of technology and human behaviour, can User Experience (UX) Design make such experiences more transparent and trustworthy?
It would be easy to dismiss UX design as simply a concern of aesthetics or intuitive, user-friendly interfaces, but its deeper influence on the way we interact with and perceive the world around us is often overlooked.
UX design plays a vital role in shaping how we interact with digital platforms and the products and services they support. Therefore, by extension, UX design indirectly impacts our trust in the institutions that power these platforms. From designing intuitive interfaces that foster trust to creating transparent systems that promote ethical engagement,UX design isn’t just about making things easy to use - it’s about influencing people’s perceptions of credibility, transparency and accountability. As such, UX designers hold a significant responsibility in shaping the world we live in.
Trust is the foundation of a healthy society. It allows institutions to function, fosters collaboration and creates shared understanding. Yet, findings from Edelman’s 2024 Trust Barometer reveal a significant decline in trust across key institutions including government, business and media, fuelled by perceptions of a lack of ethics, transparency and corporate responsibility. Popular social media platforms are not just sites for social interaction - they are the primary means by which people access news, learn about societal issues and shape their beliefs. However, these platforms are also breeding grounds for echo chambers, where algorithms amplify divisive and sensational content. The result is a fragmented public sphere where people are more likely to trust content that aligns with their preexisting beliefs rather than objective, fact-based journalism.
At its core, UX design is about making interactions more satisfying, intuitive and efficient, but it also has a profound impact on how credible people perceive a platform, and the products or services it supports, to be. When we talk about UX design’s role in the digital age, we’re not just referring to aesthetics or usability - UX is about giving people access to and guiding them through a digital landscape in a way that feels seamless and transparent, while fostering trust and promoting ethical engagement.
Lizette Carstens is the Deputy Dean: Design at IIE-Vega, an educational brand of the Independent Institute of Education (The IIE).
Good UX design fosters trust by promoting clarity, empathy and ethical engagement. Image: Unsplash
1. Clarity and transparency in design
One of the primary ways UX design influences trust is through clarity and transparency. When interacting with a platform or digital service, users want to feel confident that the information they are receiving is accurate and that their personal data is handled responsibly. Poor design, such as confusing privacy policies, ambiguous data usage agreements, or hidden terms of service, erodes trust. When people don’t understand how a service works or what is expected of them, they are more likely to feel suspicious.
Good UX design can mitigate this risk through transparent design practices such as making key information - like privacy policies and terms of service - easy to find, simple to understand, and aligned with user expectations. For example, if a platform collects personal data, users should be able to easily see what data is being collected, why it’s being collected, and how it will be used. This level of transparency ensures that they feel informed and in control of their interactions with the service, thereby fostering a sense of trust. Platforms that are easy to navigate, provide clear access to information, and frictionless transactions create a positive experience which instils trust and confidence in the institution behind the platform.
2. Empathy and human-centered design
UX design is inherently human-centered. It starts with understanding the needs, goals and pain points of the user, and it aims to create solutions that make life simpler and easier. In a world where many people feel disconnected from the institutions that govern their lives, UX design has the potential to humanise digital experiences and foster a deeper sense of empathy. When digital platforms feel more human - whether through personalised content, accessible design or community-driven features - they resonate more deeply with users. This concept of empathy can be extended to larger institutions, like public service and government departments. When these institutions take a human approach to digital engagement - whether through accessible websites, clear communication or inclusive interfaces - they create an environment where citizens feel more connected to the institution and are more likely to trust it.
3. Reducing cognitive load
While most people struggle to deal with information overload, good UX design can reduce cognitive load - the mental effort required to understand or interact with a system. When people encounter digital systems that are easy to navigate, visually coherent and free of unnecessary distractions, they are likely to have positive interactions with the platform. A well-designed system doesn’t demand constant attention or confusion; instead, it guides users through a process smoothly and effortlessly without them even being aware. When institutions create platforms that reduce cognitive load, they are not just improving usability but creating environments where users can focus on the content rather than the mechanics of interacting with the system. This is particularly important when it comes to complex or sensitive processes such as applying for a driver’s license renewal or paying a deposit on a car. Simplifying the user experience without dumbing down the content allows institutions to present information clearly and effectively, fostering trust in the process and the institution itself.
4. Fostering ethical design practices
Ethical design is another crucial aspect of UX that influences trust. Many platforms use coercive techniques to nudge users toward certain behaviours, such as spending more time on the platform or making a purchase. While these techniques can be highly effective, they are also manipulative and harmful. For example, dark patterns - design choices that trick users into doing things they didn’t intend to, such as unknowingly signing up for a subscription - breed frustration and dissatisfaction and undermine trust in a platform and the institution behind it.
Ethical UX design is about ensuring that platforms are not exploiting people for profit or power. It is about creating systems that empower users to make informed decisions and respecting their autonomy. Ethical design fosters trust by showing that the platform values the user’s well-being and isn’t just trying to extract as much value as possible.
UX design with a purpose
UX designers bear a significant responsibility in shaping the way people interact with and perceive institutions. By designing systems that are transparent, empathetic and ethical, UX designers can play a crucial role in fostering positive experiences and building trust. UX design is not just a skill, it is a form of social responsibility. In a world where trust is increasingly fragile, UX design has the potential to be a force for good, restoring faith in the institutions that impact our lives.