Interview guides

GUIDE A: A FIRST WALLET                                         ~45 minutes

INTRODUCTION AND CONSENT (5 min)
- Thank you for coming. I'm [name], I'm researching how people start using
  money apps. There are no right or wrong answers; I'm not testing you.
- I won't ask how much money you have or for any account details. If a
  question feels too personal, say so and we'll skip it.
- I'd like to record audio [and screen] so I don't have to take notes. Only
  the research team will hear it, and we'll delete it by [date]. Is that OK?
- You'll receive [incentive] whatever happens today, including if you stop.
- [Start recording.] For the recording: are you happy to take part?

WARM-UP (5 min)
- Tell me a bit about how you pay for things day to day.
- Which apps on your phone have anything to do with money?

CORE QUESTIONS (25 min)
1. Think back to the first time you set up a wallet, or any app that held
   money for you. What was going on that made you do it?
2. Walk me through what happened, as far as you remember, from the start.
3. Was there a point where you weren't sure what to do? What happened then?
4. Were you asked to write anything down or save anything? What did you do
   with it? (Do not ask what it said.)
5. What do you think would happen if you lost this phone tomorrow?
6. Has anybody else ever helped you with it, or asked you for help?
7. Is there anything you wanted to do with it and couldn't, or gave up on?

PROBES (use as needed)
- What did you expect to happen there?
- What made you decide to [carry on / stop]?
- You said "[their word]". What does that mean to you?
- Who else was involved?
- How did you feel at that moment?

WRAP-UP (5 min)
- If a friend were about to set one up, what would you tell them?
- Is there anything I should have asked and didn't?
- [Stop recording.] Thank you. Here is [incentive], and here is how to
  contact us if you want your recording deleted early.

GUIDE B: PAYING INSIDE AN APP                                   ~45 minutes

INTRODUCTION AND CONSENT (5 min)
- [As Guide A, with:] I'm researching how people pay for things inside
  apps and websites.

WARM-UP (5 min)
- Which apps or sites have you paid for something inside, recently?
- Which of those do you use most?

CORE QUESTIONS (25 min)
1. Tell me about the last time you paid for something inside an app. What
   was it, and what was happening just before?
2. How did you know what it would cost? When did you find out?
3. After you paid, how did you check it had gone through, if you did?
4. Have you ever paid for something a little at a time: per article, per
   play, per minute, per message? Tell me about the last time.
5. How did you keep track of what you'd spent on it, if you did?
6. Have you ever let an app take payments without asking you each time?
   What did you agree to, as you understood it?
7. Was there ever a moment you felt you'd spent more than you meant to?
   What happened, and what did you do?
8. Have you ever stopped an app from charging you? How did you go about it?

PROBES (use as needed)
- Where on the screen did you see that?
- What did you think "[their word, e.g. 'credits', 'limit']" meant?
- What would have made you stop at that point?
- Did you tell anybody about it?
- Roughly how often does that happen: daily, weekly, less?

WRAP-UP (5 min)
- If you could change one thing about paying inside apps, what would it be?
- Is there anything I should have asked and didn't?
- [Stop recording. Thank and pay as Guide A.]