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Kai Holländer, Philipp Wintersberger, Andreas Butz
Overtrust in External Cues of Automated Vehicles: An Experimental Investigation
Proceedings of the 11th International Conference on Automotive User Interfaces and Interactive Vehicular Applications, September 2019, Utrecht, Netherlands; (bib)

The intentions of an automated vehicle are hard to spot in the absence of eye contact with a driver or other established means of communication. External car displays have been proposed as a solution, but what if they malfunction or display misleading information? How will this influence pedestrians' trust in the vehicle? To investigate these questions, we conducted a between-subjects study in Virtual Reality (N = 18) in which one group was exposed to erroneous displays. Our results show that participants already started with a very high degree of trust. Incorrectly communicated information led to a strong decline in trust and perceived safety, but both recovered very quickly. This was also reflected in participants' road crossing behavior. We found that malfunctions of an external car display motivate users to ignore it and thereby aggravate the effects of overtrust. Therefore, we argue that the design of external communication should avoid misleading information and at the same time prevent the development of overtrust by design.