Online Hyperlocal Supermarket
Goal: To enable our supermarket partners to grow their business on GrabMart
Period: Q2-Q3 20'
Role and collaborators: Lead Product designer
As the pandemic raged across South East Asia more and more people opted to have their groceries and household supplies delivered to their doorstep. To meet this increase in demand Grab introduced a new service called GrabMart.
It only made sense that GrabMart capitalised on to the existing massive consumer base and sophisticated hyperlocal delivery infrastructure of GrabFood (the food delivery service from Grab). However, our merchant app required some change before it could cater to our newfound supermarket merchant base.
Improvements on the GrabFood Menu structure
Merchants use the menu feature on the app to keep their menu updated for their customers to place orders. The biggest use case is to mark items as "in stock" or "out of stock" besides also adding, removing or editing the price and photos.
We improved the GrabFood menu structure to cater for the mart merchant needs as well. While the typical restaurant menu has about 50 items on its menu, mart merchants could have up to 500 items in their catalogue. We added a new layer in the hierarchy for more efficient categorisations of items, added a search feature and enabled to quickly jump across different categories.
Variable weight for fresh produce
Fresh produce items such as fruits and vegetable vary in size and cannot be standardised. We added the ability for merchants to mark items that can have slight difference in their weights and then also edit the price and size of the item when it is ordered.
Easily add an item to catalogue
We reduced the time it takes to add an item by letting merchants scan an item's barcode and populating all its important data.
Since the launch of GrabMart in Q3 2020 we have seen a constant rise in number of orders, customers and on-boarded merchants. Retention rates for both customers and merchants have been on the rise since lockdown measures were relaxed. This demonstrates that we are providing a valuable service to both stakeholders.
As it turned out, this project comprised of several smaller, seemingly unrelated features that combined to make a frictionless experience for mart merchants. This meant working and managing expectations from several different teams, all of this with slim timelines and an initially undefined scope.
It was a great experience to see all the different design explorations, stakeholder meetings and reviews coming to fruition and creating a positive user experience for our merchants and customers . To know more details about my process and impact for this project get in touch.