PROJECT HIGHLIGHTS
​The creation of top 10 customer insights that would drive EBITA gains.
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Outcome:
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From quarter 3 2018 the top 10 customer insights were a primary input for the Product prioratisation for all major business lines such as transport, food, mart and financial services.
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The top 10 customer insights were directly aligned as the primary needle movers for EBITA. The major EBITA gains since the launched were directly attributed to these insights by the co-founders and senior leadership.
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Create a in-house merchant panel to ensure fast and efficient access to Merchant user group for research projects.
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Outcome:
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Quarter 1 2022 all merchant recruitment for Singapore and Indonesia was primarily done through the merchant panel reducing the cost of recruitment by 65% and time of recruitment by 45%, compared to done by external recruitment companies prior to the panel.
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Positive feedback from the merchants and account managers that the recruitment is conducted with more understanding to merchants needs rather than what felt like cold calls from recruitment agencies. Led to improved relationships with major merchants such as McDonalds, Lotte Grosser.
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By 2023 panel was populated with merchants from Singapore, Indonesia, Thailand and Vietnam.
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To create and test new and innovative ideas for Grab Food product line that would set-it apart from the competition.
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Outcome: Input into the Grab Moonshot roadmap. From this project new features such as Grabfood nearby, Grab food scan to order, Grab food to transport cross sell products were succefully launched to market. These features were major contributors for winning market share across SEA.
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On-board and integrate food merchants into the Grab platform.
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Outcome:
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Resulted in the success of on-boarding of all food merchants as integrated merchants.
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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.
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A significant contributor to Grab gaining 50% market share overtaking Gojek in Indonesia.
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Provide telecommunication connectivity for the most remote communities in Australia
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Outcome: First nbn product to be launched where meeting the customer insights were a key input to the product launch process. The Product achieved a customer satisfaction score of 8/10 till end 2016. Which was the highest satisfaction score for a product at nbn at the time.
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