2018

Reducing team’s labour hours in maintaining onboarding forms

MULTIPLE PLATFORMS     INTERNAL TOOLS

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Background

Registration forms for potential driver partners to work with Grab

In order to join Grab, potential driver partners must go through the onboarding process where they have to submit appropriate documents online according to the country’s regulation.

Once Grab’s onboarding team approved their applications, they become an official driver partners and they can start taking jobs.

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The users

Engineering and Product

In order to reduce the amount of fiddly work for the backend engineers, we are giving full access to the system internally (product and engineers).

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Pain Points

Different law and regulations regionally

Grab is big. 8 countries in all over Southeast Asia and at least 3 services (Transport, Food and Deliveries).

Each of these countries and services have different law and regulations in order for them to operate.

Significant engineering effort to make amends to each countries every sprint

Grab is big. 8 countries in all over Southeast Asia and each of them have different law and regulations in order for them to operate.

Long turnaround time

Business ops team have to wait for weeks or even months (depending on the urgencies) to see changes on the forms. This is impacting the onboarding experience for potential driver partners to join as they can’t move on until this is fixed.

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Existing user flow

*This flow assumes AdHoc changes only and no new spec / feature implementation. The flow has also been slightly simplified.

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Start to end timeline:
Halved, as more people on the internal team can do this instead of relying solely on Engineers.

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Product & Solution

Custom Form Builder for engineers and product to use

Instead of improving core products to the onboarding process, the product and engineering team ended up prioritising AdHoc changes related to metadata changes.

There were constant changes to the law and regulations and it’s impacting engineering effort as it’s happening in weekly (even daily) basis.

Everything was done in the backend and there’s no UI / front end to host this onboarding form.

The team came up with a cms solution where engineers (and product) can have access to the metadata content without going through the backend system.

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Proposed user flow

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Start to end timeline:
Halved, as more people on the internal team can do this instead of relying solely on Engineers.

Admin - Default new form

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Admin - Form Example

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Future Phase

Giving business ops team full access to the cms system

The MVP version isn’t exactly the most friendliest system to use as this was created for engineers or at least users that know how to handle metadata.

Due to this reason, this platform would have to be amended to fit the actual users - which are the regional business ops teams.

By giving out access to business ops, the internal product team can be completely free from any AdHoc requests and they can finally work on new features to improve this product.

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