Designing post-purchase tracking experience that 187 million users use in over eight countries in South-East Asia. This project involved extensive secondary research done by various product teams and collaboration of cross-product designers and other teams.

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Role

Senior product designer

The team of 1 Content Designer, 1 User researcher, 3 Engineers, 1 Engineering Manager, 1 Product Manager.

Other stakeholders: Cross-product Designers, Cross-product Design Managers, Cross-product PMs.

Year

2019-present

This project had gone through KTLO modes which lengthened the duration of the project.

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Challenge

When Activity v1.0 launched, it solved tracking of multiple ongoing orders, which was not an industry standard that we today take for granted. At that time, ordering a food order while I was in a GrabTaxi was a novel concept.

In the meantime, Grab expanded its financial service offerings which saw increased adoption of financial products like GrabPay wallet, cards, integration with local wallet players like OVO, Moca etc.

The definition of Activity had to change to accommodate the accelerated growth of Grab and cater for future aspirations so that we don't redefine the meaning of Activity frequently.

Our DSR team, through the open spaces initiative, also reported that users complained about the difficulty in locating the various types of transactions (such as rides, food, card swipes and reward points).

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Information of same transaction scattered across multiple places

"I have to navigate separately for ride transaction, retail transaction, & rewards transactions"

~ A quote from our user