Observe a real user navigating the Hertz rental process, identifying critical pricing confusion, loading delays, and UI design flaws.
The dual pricing display ('Pay Later' vs 'Save & Pay Now') was counter-intuitive and unclear to the tester.
Significant delays when adding 'Protection Options' caused visible frustration during the session.
Tester discovered that taxes were hidden from the initial rental rate, only appearing late in the process.
The combined 'Country/Region - State/Province' dropdown was described as 'extremely odd' and poorly designed.
Site colors were praised as professional, though long forms felt 'too white' while scrolling.
SUS SCALE
The System Usability Scale (SUS) provides a quick, reliable tool for measuring usability. A score of 70 indicates good usability.
I think that I would like to use this website frequently.
3I found the website unnecessarily complex.
4I thought the website was easy to use.
5I think that I would need the support of a technical person to be able to use this website.
2I found the various functions in this website were well integrated.
5I thought there was too much inconsistency in this website.
4I would imagine that most people would learn to use this website very quickly.
4I found the website very awkward to use.
2I felt very confident using the website.
4I needed to learn a lot of things before I could get going with this website.
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