Intro:

Before we begin, do I have your consent to take both audio and video recordings of this interview?

I want you to know that this isn’t a test. There is no “right” answer, and none of your responses will be considered wrong.

If you have any questions, please don’t hesitate to ask.

This data is being collected to help improve a scuty/bike rental app. Your answers will help us make the app easier for people to use.

Basic Questions:

Are you working full-time/part-time?

Do you love traveling?

How many times in the past 1 year have you traveled?

How many times in the last 1 year have you booked a scooter/bike for traveling in a new city?

How do you prefer to travel by car or bike?

Where do you want to rent a bike, your location, or any specified location?

Great! If you’re ready, let’s move on to the tasks you’ll be working on.

Prompt 1: Pick a date and time to rent a bike/scooter for?

Prompt 1 follow-up: How easy or difficult was this task to complete? Is there anything you would change about the process of renting a bike?

Prompt 2: Select the vehicle

Prompt 3: Confirm booking by uploading the documents for KYC?

Prompt 3 follow-up: How easy or difficult was this task to complete? Is there anything you would change?

Prompt 4: How did you feel about this scooter/bike rental overall? What did you like and dislike about it?

SUS (System Usability Scale) Questions

I think the KYC document upload was difficult.

I found the app cumbersome to use.

I found the app was unnecessarily complex.

I felt confident using the app.

I found the entire process of booking a bike smooth.

I found the use of actual images of the vehicle that is being booked very usefully.

I felt inconsistency in the app.

I needed to learn what the app does before actually using it.