"We're on the Same Page": A Usability Study of Secure Email Using Pairs of Novice Users
This work addresses usability challenges for novice users in adopting secure email, but it is incremental as it builds on existing usability studies without introducing new methods.
The study investigated the usability of secure email systems for novice users through a laboratory user study with 25 pairs, finding that users prefer integrated solutions and tutorials are important, but hiding security details reduces trust and few participants wanted regular use.
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 to use secure email, but few wanted to use it regularly and most were unsure of when they might use it.