An examination into trust, confidence and online behaviour uncovered a shift in the web behaviours of users, which appeared to be altered depending on the device being used to access the web. A diary study-interview approach was used, the results of which indicated that next-generation users (the heaviest of web users, and those more accustomed to Web 2.0 and mobile devices) restricted their range of online activities, particularly when using smartphones – their most frequently used device. The results of the interview uncovered that usability was of paramount importance to the next-generation user and that the ‘mobile app’ coupled with smartphones has the potential capacity to provide a legitimate substitute to traditional modes of access, i.e. desktop PC’s, laptops, tablets.