"We're on the Same Page": A Usability Study of Secure Email Using Pairs of Novice Users
Scott Ruoti, Jeff Andersen, Scott Heidbrink, Mark O'Neil, Elham, Vaziripour, Justin Wu, Daniel Zappala, Kent Seamons

TL;DR
This study evaluates the usability of secure email systems among novice users in pairs, revealing preferences, challenges, and trust issues, with implications for promoting grassroots adoption of secure email technology.
Contribution
It provides empirical insights into novice user experiences with secure email, highlighting the importance of integrated solutions and tutorials for adoption.
Findings
Users prefer integrated over depot-based solutions
Tutorials significantly aid first-time users
Hiding security details can reduce trust in the system
Abstract
Secure email is increasingly being touted as usable by novice users, with a push for adoption based on recent concerns about government surveillance. To determine whether secure email is for grassroots adoption, we employ a laboratory user study that recruits pairs of novice to install and use several of the latest systems to exchange secure messages. We present quantitative and qualitative results from 25 pairs of novice users as they use Pwm, Tutanota, and Virtru. Participants report being more at ease with this type of study and better able to cope with mistakes since both participants are "on the same page". We find that users prefer integrated solutions over depot-based solutions, and that tutorials are important in helping first-time users. Hiding the details of how a secure email system provides security can lead to a lack of trust in the system. Participants expressed a desire…
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Taxonomy
TopicsPrivacy, Security, and Data Protection · User Authentication and Security Systems · Personal Information Management and User Behavior
