Preferred
Merchent
Outcome:
Resulted in the success of on-boarding of all food merchants as integrated merchants. This resulted in dynamic three sided market place. Gains include: Up to date menu for customers, merchant start order as customer places the order, reduced driver wait time at restaurant, on-time delivery of food to the customer, direct payment to the merchant via Grab wallet payment and loyalty programs. A significant contributor to Grab gaining 50% market share overtaking Gojek in Indonesia.
Aim: On-board and integrate food merchants into the Grab platform. Prior to this Merchants were a static entity in the app. The food order would be received by the driver, driver takes the order to the restaurant and trouble shoot menu short falls, driver stays till food is made, driver has to first pay the merchant and customer pays driver on delivery.
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Released in Aug 2018
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My involvement:
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As the lead service designer scope and design the service design approach for the project
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Map the existing and aspired end to end service to identify and align on all the Food order management operation features required
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Deep-dive research into Operation staff needs and expectations
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Co-create solutions with all four countries (ID, VN, PH and TH) to address operations requirements
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Identify potential unhappy scenarios for customer support and map the high level SOPs
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Validation of solutions with users
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​Lessons learnt:
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Preferred merchant model was a brand new concept for the business and required use of artefacts to bring the concept alive for the stakeholders throughout the design process
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Research and co-creation needed to be done with every local market to uncover local nauseous - devil was indeed in the detail
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Significant effort to align stakeholders across 5 steams, over 6 business units and 4 countries