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Most UX designers are clear that having 1 new password field with a mechanism to show the password is a better user experience than using 2 fields for 'New password' and 'Confirm password'. Is there any data available to indicate a reduction in helpdesk calls or similar with implementing a single field approach?

  • Struggling to see where in that post there is evidence of the reduction in the number of calls - can you be more specific? – Peter Apr 27 '15 at 14:28
  • You're just after raw data? Good luck with that, comment deleted. – DarrylGodden Apr 27 '15 at 14:45
  • Not raw data, analysed data ideally. We have a lot of UX claims that a show/hide approach is better; I'm just looking for someone to say 'We tried it and it was better / worse because ...'. There's surely some research that's been done into this. – Peter Apr 27 '15 at 14:52
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    "Most UX designers are clear that having 1 new password field with a mechanism to show the password is a better..." - Can you provide references to backup this statement? This practice has serious security consequences. – Izhaki Apr 27 '15 at 23:40
  • I agree with @Izhaki. I've not heard claims that show password provides better UX. Single-field password inputs are popular because they reduce UX friction. When single-fields are implemented, they very rarely have a show-password button. – tohster Apr 28 '15 at 0:31
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I'm gonna answer this with some information that @Peter provided in the comments:

Like he said, there is a lot of information widely available about why you should not use Password Masking and how it has a negative spin on UX. Here are some resources from people who really know their stuff in terms of UX.

Jakob Nielsen has an article on why you should stop password masking.

Usability suffers when users type in passwords and the only feedback they get is a row of bullets. Typically, masking passwords doesn't even increase security, but it does cost you business due to login failures

Luke Wrobelski has an article in which he talks about the usability issues of passwords on web and especially mobile.

The situation is even worse on mobile where small screens and imprecise fingers are the norm

Bruce Schneier article provides his opinion on why password masking is bad.

Of course, a truly skilled criminal can simply look at the keyboard and note which keys are being pressed. So, password masking doesn't even protect fully against snoopers

Ux Movement has an article on why password masking can hurt your sign up process.

When users sign up on a website, they expect a no-hassle, worry-free form to fill out. But masking their password could prevent that.

Smashing Magazing provide an article in which they explain the problems with password masking and how you could improve password masking.

Displaying their password in plain text that one time when they are alone is probably not as a significant security risk as we tend to think

Albeit you could take this information with a bit of salt but I respect the writers of these articles and believe they know what they are talking (writing) about so I would cherish the information.

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