Hacking Trust: The Presence of Faces on Automated Teller Machines (ATMs) Affects Trustworthiness

Abstract

Trustworthiness is a core concept that drives individuals’ interaction with others, as well with objects and digital interfaces. The perceived trustworthiness of strangers from the evaluation of their faces has been widely studies in social psychology; however, little is known about the possibility of transferring trustworthiness from human faces to other individuals, objects or interfaces. In this study, we explore how the perceived trustworthiness of automated teller machines (ATMs) is influenced by the presence of faces on the machines, and how the trustworthiness of the faces themselves is transferred to the machine. In our study, participants (N = 57) rated the trustworthiness of ATMs on which faces of different age, gender, and ethnicity are placed. Subsequently, the trustworthiness of the ATMs is compared to the trustworthiness ratings of faces presented on their own. Results of our works support the idea that faces’ trustworthiness can be transferred to objects on which faces are presented. Moreover, the trustworthiness of ATMs seems to be influenced by the age of presented faces, with ATMs on which children faces are presented are trusted more than the same machines when adults’ or elders’ faces are presented, but not by the ethnicity (Asian or Caucasian) or gender (male or female) of presented faces.