Every day, the GrabFood Operations team has to handle tens of thousands of GrabFood merchants, in onboarding new merchants and updating existing merchant information. To combat this, Grab hires hundreds of temp staff to handle the large amount of data entry work necessary, increasing costs for the company. As the GrabFood business grows, it becomes increasingly important to scale so as to reduce the amount of resources allocated to manage the merchants' information, as well as facilitate rapid business expansion. Unfortunately, the Operations team relies highly on excel sheets, limiting efficiency and product scalability.
Titled Zeus, the GrabFood Content Management System (CMS) Dashboard project was hence initiated, and seeks to:
1. Improve scalability and feature support
2. Improve usability (positive user Net Promoter Score)
3. Reduce (or remove) reliance on excel sheets with a user-friendly platform
4. Reduce the number of temp staff hired by 25% (targeted) to reduce costs to the company
Essentially, Zeus is the back engine of the entire GrabFood business, supporting the GrabFood eater, driver and merchant apps, in ensuring smooth operations.
During the design process, multiple design workshops and contextual inquiry sessions were planned and conducted, where the current workflows, pain points and needs of users were gathered and analysed, which were translated into wireframes. User testing was also conducted regularly at intervals, and further iterations were made based on the results gathered.
Prior to designing for Zeus, multiple research sessions and design workshops were conducted to better understand the as-is flow and pain points. The complexity of the project was that the Operations teams from each country GrabFood is in has a different workflow, and there was a need to consolidate the merchant management workflow as all country teams will be using one platform when Zeus is in production.
The above is a snippet of my documentation from the research done. It depicts the user journeys of the various Operations teams, for both partner and non-partner merchants.
The green boxes refer to steps in the user journey, blue boxes refer to artifacts, and yellow boxes refer to pain points. Sensitive information has been blurred due to confidentiality.
This is the Information Architecture (IA) of Zeus, a product of card-sorting workshops with users and roadmap discussions with product managers (PMs).
I worked closely with the users, PMs and engineers throughout the entire process, whether in coming up with the IA or in making sure the proposed prototype follows the roadmap and is technically feasible. The team works in agile sprints.
Previously, making edits in merchants' menus requires a massive amount of data entry work, with the use of multiple excel sheets and hundreds of temp staff. It was highly error-prone, time-consuming and a generally inefficient process.
With this design, the Operations team can make bulk edits within a few clicks, increasing efficiency and accuracy, and reducing company costs in hiring temp staff.
This is an example of one of the pages in Zeus, the ignored orders page. The main purpose of this page is, as the name suggests, to track any orders ignored by merchants, ensuring that merchants do not regularly ignore orders, thus maintaining high eater NPS.
I designed to show the most important information on top, with "Pending Ignored Orders" highlighted in red to indicate undesirability, and that action needs to be taken to reduce the number of ignored orders unaddressed.
The ignored orders are displayed on a timeline, and the Operations team is supposed to call the merchant and input a reason for ignoring orders. As an integrated telephony system is not on the roadmap yet, merchant number is thus displayed on the right, where actions to be taken are displayed, encouraging users to call the merchants using the provided number.
This is the order tracking page, which supports item add-ons from drivers on behalf of the eater, which is a common current use case. Steps in the delivery process are displayed for the Operations team to track easily, with information from all involved parties clearly displayed as well.
This is a snippet of the merchants details page. The information displayed in the page is a product of a card sorting workshop with the users, where they sorted the hierarchy of the information and affinity mapped them into groups.