Overview
Grab voucher is one of the services that are the main attraction on the Grab platform. When I open this app on my phone mostly the reasons are ordered grab bike or car, and food delivery but before that, I need to check the availability voucher discount for my order and spend time to find which one works from a bunch of vouchers on the list. So, my goal is to make users easy to use their vouchers in Grab App.
Define the problem
Previously, I hypothesized the problem are:
- Too many vouchers on display
- The voucher is not easy to apply for (I have to try one by one because it’s not clear which voucher can be used from the list)
- Time efficiency problem and kinda annoyed if after I tried and all vouchers can’t be used or promos don’t work at all.
In conduct, this research I used the interview with 4 Grab users, aged range of 22–25 years living in Indonesia. the aim is to understand their problems, motivation, behavior, and needs.
Based on the results of the interview, I found key findings and validation of the hypothesis that I made, the results are:
- Discounts are taken into consideration when users want to order.
- Users find that vouchers promo are complicated and confusing because not all vouchers on the list can be used even though it looks like they can be used.
- Too many options and sometimes the voucher is irrelevant
- User needs more info about promo before they click
- Users want to find the right promo easily
- Users try vouchers one by one if it doesn’t work and then they move to another app
User Persona
How might we make vouchers on the promo list easier to find, so users can use them easily?
Think the solution
Competitor Analysis
if we look in other applications that have promo pages, the voucher will be displayed differently if it is not available in other sections.
Here’s the flow to use the voucher on Grab, we can see the detail only when the voucher can’t be used.
Start the Design
Test
I conduct usability testing (unmoderated test) using Usabilityhub with 4 respondents who are the same from the beginning. The aim of this test is to Knowing our users to find their vouchers in the Grab app. Here are the results:
Scenario 1: Where would you click to use a voucher?
All the participants completed the task in an average of 12 seconds
Scenario 2: Where would you click to know about the terms & conditions of the promo?
All the participants completed the task in an average of 4 seconds
From usability testing, we can see the user can find it easily and quickly besides that I ask the user if there are changes in the voucher list page and here are the answers:
P1: Voucher availability and expired time.
P2: See details, expired time, and unavailable vouchers.
P3: Unavailable vouchers.
P4: See details and unavailable vouchers.
Thank you for reading and I super welcome suggestions and constructive criticisms.