Designing Remote Care Delivery to Promote Trust

This paper addresses a key challenge in remote care: Designing contexts that foster trust across spatial, technological, and human dimensions. Based on an exploratory workshop with four simulated remote care scenarios, we used qualitative methods and the Kano model of quality to identify design elements that promote or undermine trust. The results highlight the role of caregivers, fragile communication in digital settings, and the importance of spatial and emotional alignment. We distinguish between basic expectations (e.g., privacy), performance factors (e.g., eye contact), and delight features (e.g., human facilitation), and provide a set of hypotheses for recommendations for more human-centred care. The study contributes to innovation management by conceptualising technology and space as relational infrastructures and advocating participatory design through full-scale simulations.