UI/UX Portofolio : Grab Driver Application added features Rental Case Study
Introduction
Hi Everyone! My name is Donny Setiawan, I am a career switcher a UI/UX Designer who studied UI/UX design from dibimbing.id for 6 months. this is my first UI/UX Case study end to end , that discusses online transportation services.
Overview
Grab is a Singapore-based technology company founded in 2012 by Anthony Tan and Tan Hooi Ling. Grab was originally founded as an online taxi service that offered taxi bookings through a mobile app. The idea came about when Anthony Tan was at Harvard Business School and found it difficult to find taxis in Kuala Lumpur, Malaysia.
Initially, Grab launched under the name MyTeksi, but later changed to GrabTaxi to reflect the expansion of their service range. GrabTaxi successfully secured funding from various investors and began expanding its operations to several countries in Southeast Asia such as Singapore, Indonesia, Philippines, Thailand, and Vietnam.
Background
Grab driver application looks very attractive and clear, but there are parts that must be improved again in the ‘’profile-lainnya-ke button rental which has no description of what this rental means what is just a vacancy.
By looking at problems like this, I as a UI/UX Design chose the Grab application case study, in the confusing driver profile section and I added several image features to the rental button after clicking.
Role: UI/UX Designer
Scope: Primary/Secondary Research, Design Thinking, User Flow, Wireframing & Design Style-guide
Timeline: Around 3week
Tools: Figma,Google Form
Design Process
Product Vision
Understanding a Grab driver application, which is used every day by drivers to earn money or additional money from their main job. the goal of this research is to make it easier for drivers to rent a car if the driver’s . and can also be used for private rentals specifically for drivers.
Problem (What problem do we solve?)
- Drivers don’t know how to use the rental feature?
- Users have difficulty when they want to make payments if they have finished renting a car / motorcycle
- How much time do we use when using a car/motorcycle rental?
Vision(Why are we doing this?)
- Make it easy for drivers if their vehicle is Broken but they can still work.
- As a driver, it is not difficult to find other rentals because the app is already there.
- Provide transparent pricing to drivers for rentals
Goals(What do we want to achieve?)
- Get as many drivers as possible so that grab services are maximized for consumers.
- Make it easy for drivers to find rental vehicles for personal or work.
- Drivers feel comfortable in using rental vehicles in the grab application
Target Audience(Who is it for?)
- Drivers who work every day using grab drivers
- Grab users looking for car rentals who don’t know a reliable rental place
Strategy(How are we doing this?)
- Create discount promotions for new/existing users to use the rental feature
- Provide 1 hour dispensation if there is a delay in returning the rental motorcycle / car at the beginning of using this new feature
- Provide licensed driver recommendations when renting a car/motorcycle if you do not want to use the vehicle itself
Feature(What exactly we are doing?)
- Became the first online ojek application that can rent cars/motorcycles in one application
- Provide protection to drivers/users when renting cars/motorcycles online
- Can use rental services as well as drivers
User journey observation
Design Thinking
Design thinking is a human-centered approach to problem-solving that used to create innovative and effective solutions. It is a process that focuses on understanding the needs and perspectives of the users, identifying the underlying problems, and exploring and testing different solutions.
Empathize
At this stage, we will do 3 main things; Planning the Research; Making Research guidelines, and Conducting the Research. This initial process is the stage to find the problems of the Grab Driver application.
Planning the Research
My goal here is to add a description of what the rental feature is used for from many drivers who don’t know how to book the car/motorcycle, how to pay. This is my objective research
‘’User understanding of using the rental feature in the Grab Driver application’’
Methodology
In this research, I used a qualitative methodology (Survey with Google Forms)
Sample satification
1.Drivers take daily or not daily
2. Female/Male
3. 23–40 Years old
4. National scale (indonesia)
Key Information Areas
Key information areas are some of the main subjects that we want to explore in this research. These key information areas will be used as material to be processed in making a list of questions:
1. User Profile
2. How long have you been using the grab driver app
3 How important is the rental feature in the grab driver application
4. Selection of the car / motorcycle that the user wants to use
5. How users see notifications when picking up / returning a car.
Making Research Guideline
After I finish making a research plan, I will use the survey method to get insight and pain points from users what they want from the questions I made through Google Forms.
Conducting Research
At this stage I used the survey method with several questions that discussed car/motorcycle rental and what users wanted in this feature.
I can conclude from the survey that I made that users want to log in more easily using Gmail, then the payment method uses cash on the spot.
Define
From the analysis that I made earlier through the Survey, I got insight and pain points from each user when using the rental feature in the Grab Driver application.
Competitor Analysis
By using competitor analysis, we can find out what the trends are about this application and evaluate Opportunites so I took some of the same competitors Trac, Trevo, Movic.
Affinity Diagram
After I got the insights and pain points from the survey, I categorized some of the problems experienced by users. includes the user’s reason, the user’s desire, what the user needs.
User Persona
A user persona is a fictional character that represents the target user of the product. User personas help us to focus on identifying and solving problems experienced by users.
Problems
1.User Drivers are still confused when they press the rental button, only the image comes out.
“Tampilan pada fitur rental kayaknya belum siap jadi cuman hanya gambar logo saja yang membuat saya bingung”
When the user/driver presses the profile button there are several feature options, especially the car/motorcycle rental feature which is still unclear what it does.
2. Users are still confused when the feature is finished, how to pay?
‘’Semisal fitur rental sudah jadi, jenis pembayaran apa aja yang akan digunakan’’.
Drivers/Users asked if this application can use the payment system ovo, qris, m-banking, payment on the spot. users hope to use all payment methods.
3. Feedback and reviews cannot be used if you have not finished using the car/motorcycle.
‘’Providing feedback at the beginning of using a car / motorcycle is a first impression so that later if you want to return it there is also feedback or a review when using this vehicle’’.
Lack of feedback or reviews at the beginning makes some users uncomfortable when they want to recommend to their friends.
4. Users cannot use the car/rental for a whole month.
‘’Padahal disaat user liburan , mungkin bisa sebulan penuh di kota itu biar tidak ada biaya tambahan lain jika memesan taxi’’.
What users complain about here, the maximum car rental feature is only a few days, so users are less satisfied with it. such as adding the same days so that it can be rented weekly or monthly will make the rental price more expensive.
Ideate
User Flow Grab Driver- Fitur Rental
Sign up as a rental partner and place rental orders
User Flow Grab Driver- Fitur Rental
Return cars and motorcycles that have been rented
Information architecture
Information Architecture is a method used to arrange all flow, content, and design requirements in an application. The IA in this application, especially in the activities of borrowing car/motorcycle (choosing, Car motorcycle, and returning) are as follows:
How Might We
By using the How Might We method, I will look for solution ideas as creatively as possible, according to the previous problems and user needs.
Wireframe
Before making a mockup, I made a wireframe first to get an idea of the basic outline of the design that I would be working on. The following is a wireframe of the redesign of the Grab Driver application:
Mock Up
After making the wireframe earlier, now I start to create a design in terms of Typoghrapy, colors, icons and others. Here is the mock up design of Grab driver rental
Design Solution
In this mock up view, I added a car search column and recommendations for the nearest car, after that adding many payment methods, as well as knowing the return time and location of the car return.
Prototype
After the empathize, define, and ideate stages have been carried out, I create a Figma prototype. This prototype contains 12 screens which include activities to choose Car, Payment and return cae. created using Figma.
To see the prototype of the additionalGrab driver rental app, you can try it here:
Test
Usability Testing
The last step is usability testing. UT is useful for testing whether the new design that we create can help users complete their tasks. Like the IDI process, the UT process was carried out online using Google zoom. Participants share their screens when using the prototype we created.
From the UT results it was concluded that users like the car rental feature in the grab driver application.
Appendix
Link Mock up and prototype: https://www.figma.com/file/ussQR4dRjKxouF7ijQbiC9/Wireframe-and-Mock-Up-Grab-driver?type=design&node-id=0%3A1&mode=design&t=kYFIAVYzdty65juK-1
Link other: https://www.figma.com/file/ViO5kSusXRxUVqdKpesZJe/Portofolio-1?type=whiteboard&t=I0WyVgHQ6xUuVqGD-1
Lesson Learned
During the design thinking process from empathize, define, ideate, prototype and test. I feel that the needs and feedback of users who use are very important to use so that an application becomes better and many use it so that it is profitable in terms of business.
And finally I’m at this stage, making a UI UX case study from start to finish which took 3 weeks and was not easy to make.
But I am very happy to be able to make this case study and make me more excited.
I really need criticism and suggestions on my case study to improvment me to be better. Thank you
Lets Connect! Linkedin