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My name is Nurfaiz Foat, and this case study documents a take-home design exercise I completed for Grab in May 2019 as part of the hiring process for a Product Designer role. It reflects my approach to problem-solving, design thinking, and how I translate requirements into practical, user-centered solutions under time constraints.
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Imagine that Grab is introducing food delivery service in Philippines (like FoodPanda). You are tasked to design the driver app for motorbike drivers. Here is a rough outline of how the process is like:
1️⃣ Customer orders food delivery through the Grab app.
2️⃣ A job card is shown to the driver. Driver has to decide if he/she wants to take up the job.
3️⃣ Note that the job card has to be flexible to show not just food delivery jobs, but also courier jobs like Courier Delivery.
4️⃣ Once driver accepts the job, he will have to go to the restaurant to pick up the food.
5️⃣ After picking up the food, the driver will have to deliver the food to where the customer is.
Please describe your approach / problems / considerations / when you start designing the app.
The challenge calls for a thorough end-to-end design for a food/courier delivery motorcycle driver app. To be frank, I read about this challenge before - someone has attempted to complete this and write a whole case study on Medium.
Before doing any design for this challenge, I tried to recall as much experience I could about Grab app and made a mental map in my mind on how to tackle this challenge. I have been a long time Grab user, and in fact, my brother-in-law does “Grab” in his free time. I’ve seen how Grab driver interacts with their app in many ways such as while driving, resting and so on.
FoodPanda and DahMakan are two big players in Malaysia when it comes to on-demand food delivery service. I liked how seamless the order experience was and managed to spoke with the delivery guy a few times about their earnings and journey. I foresee my past experience using both services will help me to understand this challenge better.
In my attempt, I’ll try to walk through each process from start to end and elaborate on my assumption, hurdles, and solution.
In order for me to understand and define the people that will be involved in using and delivering the service. I make use of stakeholder map exercise that can shows who the people are, why they are there and the relations between them.
Skipping a stakeholder map before designing any service, will often find that the service design doesn't work because it has missed a key stakeholder. Making a quick stakeholder map will help avoid such a costly mistake.
Although there are many listed stakeholders, the most important section for this challenge is its Direct Customer which is the motorcycle driver. This stakeholder map will then help us to define our assumption later down in the process.
Based on my learning with other on-demand food delivery in the market, this is my early broad assumption on the whole journey that involves multiple stakeholders in the process.
