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  1. Free, publicly-accessible full text available April 29, 2023
  2. Technology plays an increasingly salient role in facilitating intimate partner violence (IPV). Customer support at computer security companies are receiving cases that involve tech-enabled IPV but might not be well equipped to handle these cases. To assess customer support’s existing practices and identify areas for improvement, we conducted five focus groups with professionals who work with IPV survivors (n=17). IPV professionals made numerous suggestions, such as using trauma-informed language, avoiding promises to solve problems, and making referrals to resources and support organizations. To evaluate the practicality of these suggestions, we conducted four focus groups with customer support practitioners (n=11). Supportmore »practitioners expressed interest in training agents for IPV cases, but mentioned challenges in identifying potential survivors and frontline agents’ limited capacity to help. We conclude with recommendations for computer security companies to better address tech-enabled IPV through training support agents, tracking the prevalence of these cases, and establishing partnerships with IPV advocates.« less
  3. Increasingly, icons are being proposed to concisely convey privacy-related information and choices to users. However, complex privacy concepts can be difficult to communicate. We investigate which icons effectively signal the presence of privacy choices. In a series of user studies, we designed and evaluated icons and accompanying textual descriptions (link texts) conveying choice, opting-out, and sale of personal information — the latter an opt-out mandated by the California Consumer Privacy Act (CCPA). We identified icon-link text pairings that conveyed the presence of privacy choices without creating misconceptions, with a blue stylized toggle icon paired with “Privacy Options” performing best. Themore »two CCPA-mandated link texts (“Do Not Sell My Personal Information” and “Do Not Sell My Info”) accurately communicated the presence of do-not-sell opt-outs with most icons. Our results provide insights for the design of privacy choice indicators and highlight the necessity of incorporating user testing into policy making.« less