Ruf, ChristianChristianRufBack, AndreaAndreaBackPucihar, Andreja2023-04-132023-04-132014-06-01https://www.alexandria.unisg.ch/handle/20.500.14171/86861Banks expect the mobile channel to become more important for collaborating with customers. However, a lack of trust continues to prevent a faster dissemination of such mobile banking services, especially for the private banking customer segment. Hence, this paper discusses various determinants of trust and follows a theory-driven approach rooted in the collaboration engineering methodology. Grounded in the calculative-based, relational-based and institution-based views of trust, we derive the following design requirements for collaboration processes on mobile banking platforms: security, privacy, transparency, familiarity, social presence and normality. By validating these requirements with expert interviews, we contribute to existing theory by adding transparency as a design requirement for a collaboration process that fosters trust. Moreover, contrary to existing theory, we did not confirm familiarity as a requirement in this study.enMobile BankingCollaborationTrustCollaboration Engineeringconference paper