# Password Managers--It's All about Trust and Transparency
## 4 Results
### Usability Test and Interview Study
#### 4.2.1 Results of the Usability Test (LastPass)
As stated earlier, LastPass is one of the most popular cloud-based password managers because it offers many features, one of which is the ability to recover an account in case a user forgets the master password (task 6). Please note that to recover a LastPass account, participants must follow a few steps, such as enabling multi-factor authentication using an authentication app, \"LastPass authenticator\", and a smartphone to receive an SMS code (the researcher provided a smartphone to all participants). Thirteen participants found it difficult to recover a LastPass account, while nine participants did not find it difficult. The difficulty of recovering an account was related to a big restriction applied by LastPass, because LastPass only allows its users to recover an account by using the same device and browser, and using an authentication app. Finally We asked the participants if they would need help and support to be able to use LastPass, 11 (37%) of them said they would need help to use it while nine (30%) disagreed. Please note that 29 participants used LastPass for the first time in this study. Moreover, we asked the participants a few questions about their overall experience with LastPass, the language used and the design and layout so we could measure their satisfaction. We found that 19 participants (63%) were satisfied with the overall experience, but four participants were very dissatisfied or dissatisfied. We asked our participants about the language used in LastPass password manager. Sixteen participants (54%) were very satisfied/satisfied with the language used whereas eight participants (26%) were very dissatisfied/dissatisfied. Regarding the design and layout of LastPass, only 13% of participants rated the design as good while (46%) participants found it average. As mentioned in the methodology section, we measured the difference between users and non-users using three factors--easy to use, satisfaction and effectiveness (Table 3). * **Easy to use: Ease of Using the System to Complete Tasks. **  
To find out if there was any significant difference between 16 users and 14 non-users when using LastPass, the means and \(p\)-values (\(p<0.05\)) of 11 usability questions were analysed using a Mann Whitney test because we do not have confidence in the normality of distribution. Please note that the questions and answers of (3, 5, 8, 10, 11) were inverted during analysis in order to calculate the means. As shown in Table 8, we found that more users found LastPass easy to use compared to non-users, but the difference between the two groups was not significant (U = 84.0, \(p\) = 0.257, N = 30). Also, users did not find it difficult to install the browser extension of LastPass compared to non-users, but the difference was not significant (U = 66.5, \(p\) = 0.058, N = 30). Surprisingly, users found recovering a LastPass account more difficult compared to non-users; however, the difference was not significant between the two groups (U = 89.5, \(p\) = 0.355, N = 30). Similarly, non-user participants found it easy to access stored online passwords in LastPass compared to user participants, though the difference was not significant (U = 110.0, \(p\) = 0.951, N = 30). The results show that there were no significant differences between users and non-users when using LastPass password manager, which means that there are similarities between the two groups in their reporting experience for the 11 usability questions. * **Satisfaction: Design, Language, Overall Experience and What Is Most Liked and Disliked by Participants (16 users and 14 non-users). **  
When participants were asked about the thing they liked most (open-ended question), users mostly mentioned \"save passwords\", \"manage passwords\" and \"security reason\". Whereas non-users answered \"save passwords\", \"manage passwords\", \"autologin\" and \"time-saving\" (Table 9). Notably, no non-users mentioned anything related to security reasons.