Interview protocol and Affinity notes: A ridesharing app: Xcab

 



Interview protocol:

Introduction of the interview protocol:

Hi, my name is Imran Uddin, and I’m here to understand better how you use the ridesharing app on your mobile phone and what problem you are facing. what type of facilities do actual users need on ridesharing apps, and I will ask some important questions about ride-sharing apps. This interview will take about 10-15 minutes, during which time we’ll go through some questions. Throughout, I’d like you to treat me as if you’re describing the situation to someone who is satisfied and dissatisfied with the ridesharing app. Just like an expert user. I’m here to learn from you. A couple of things before we start the interview. To the extent possible, I will take your comments to be confidential. If we show your comments in our final report, we will hide your name and information. If there’s anything you really don’t want on the record, even if it’s anonymous, please let me know that. Also, this interview is entirely voluntary on your part – if for any reason you want to stop, please let me know. We can end the interview at that point with no repercussions for you of any kind. If you don't mind, can I take an audio recording? This is just so that I don’t miss anything – no one other than the research team will have access to the recording. Thanks. Do you have any questions for me?

Question section of the interview protocol:

[Warm-Up Question]

  • How often do you use the ridesharing app per week?
  • In general, are you happy with your ridesharing app?
  • How much ride-sharing app do you have installed on your phone? If more than one, please tell me about why you installed more than one ride-sharing app?

[Overarching Question]

  • What unusual or unexpected problem do users face when canceling the ride-hailing and peer to peer trips, especially even after users cancel their trip, ride drivers call users for a ride. Because the driver does not know that the user has canceled his/her trip. How do you handle this situation?
  • What sudden problem do users face in their ride-sharing app? especially the navigating one option to another in the ride-sharing app user interface like unwanted navigation menu, unknown options, back to the home, etc?

[Main Interview Question]

1. Ridesharing apps show the different amounts of money on the same destination trips at different times, different days.

  • What hour of the day had the most complicated trips?
  • Have you ever paid extra with a ride driver? If yes, please tell me about why?

2. Ridesharing apps often make the mistake of giving destination input. Sometimes ridesharing apps do not provide destination feedback.
  • How did you input the destination location? [E.g., by address, by landmark, etc.]
  • Did you have other passengers, and did any help with navigation?
  • Did you have to ridesharing app interact with the GPS once you set the destination, and if so, when and why?

3. Suppose, ride-sharing apps have been updated but you have not updated and you run the old version.
  • When you are logout and again login into your ride-sharing app. Did happen to face any problems?

4. London, one of the most populated cities in the United Kingdom, has finally reached its decision about Uber Technologies Inc.—an American multinational ride-sharing company. Because of safety and security purpose.
  • Did anything unusual happen on your ridesharing trips? [Ex. accident, attack, controversy with the rider, etc.]


5. Many times, ride-sharing apps show huge money for a trip. Then if you want, you can use to peer option on your ridesharing apps. Again, sometimes you need to book a trip for others from your ride-sharing apps.
  • How do you find a peer to peer option on your ride-sharing apps?
  • How do you find the requesting rides for friends?
  • Did you ever problem face for peer to peer ride sharing?

6. What changes would most likely improve the service offering?

 



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