CHALLENGE
Overwhelmed by store data
Grab’s Merchant dashboard was full of numbers about the store’s performance. However, the merchant did not know what to do with the data and needed the team to assist them.
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Case Study/Loco
Singapore-based super-app Grab connects business owners to consumers. Consumers access a range of services in one app and business owners earn more and grow. In April 2021, Grab was being used in 400 cities across 8 countries.
At Grab’s scale, every inefficient system costs the company millions. In 2021, they needed improvements to weed out inefficiencies.
1.
We redesigned Grab’s merchant portal to increase merchant retention.
2.
We designed Grab's Ads platform and made it more self-serve.
Grab’s Merchant dashboard was full of numbers about the store’s performance. However, the merchant did not know what to do with the data and needed the team to assist them.
The dashboard made data like daily sales, driver wait time easy to discover. Red and green tags informed the merchant if the change was positive or negative.
With insights on the store’s lean period and frequently ordered items, merchants began to offer discounts and create item combos. This led to a 65% increase in daily orders.
We created a framework that sent personalized notifications to merchants to use relevant features on the dashboard. Merchants could use the dashboard, without the team’s help.
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Armed with these insights, Grab’s merchants improved their store’s performance by offering discounts on low-demand items and decreasing driver wait times. Merchant incomes increased and so did Grab’s revenue.
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For a merchant to advertise on the Grab app, a team from Grab was creating the ad, tracking performance and generating reports using three different platforms. GrabAds was making good revenue, but to scale it, they needed to streamline their work.
Reports were generated 24 times faster — in 4 hours, instead of 4 days. The merchant could choose custom metrics to measure the reach and cost of their campaign.
We built a powerful tool so advertisers could
Select from different user segments relevant to their product.
See a preview of their ad on the app.
And get a sense of the ad’s estimated reach.
Merchants now had easy access to data like keywords and geography in one dashboard. They could optimize their campaign to reach more users while spending less money.
A unified platform for advertising campaigns made it easy for merchants to grow their business.
For Grab, this easy-to-use software unlocked a whole new revenue stream, in true super-app fashion.