Battery as a Service
Battery as a Service
Quickly get full-charge batteries
Summary
As a product designer, I led the end-to-end design of Battery as Service - a solution to reduce battery range anxiety for Grab delivery driver-partners who use the GrabElectric e-motors rental service.
The challenge was the complex technology from hardware and software, and multiple interaction devices, I must deep understanding from a system perspective, to make sure I can design a seamless and easy to use experience.
We launched the service in H2, 2022, got positive feedback from driver-partners and achieved business metrics.
Company
Grab
What I did
Product design, UI/UX, prototyping, user research, testing, iteration
Contributor
Marc, Isabel, Gabriel, Jun, Aurelia, Eric, Lydia, Cheekon, Xiaotao, Xiangyue, Ranran, Yuan
Timeline
6 months (with onging improvement)
Summary
As a product designer, I led the end-to-end design of Battery as Service - a solution to reduce battery range anxiety for Grab delivery driver-partners who use the GrabElectric e-motors rental service.
The challenge was the complex technology from hardware and software, and multiple interaction devices, I must deep understanding from a system perspective, to make sure I can design a seamless and easy to use experience.
We launched the service in H2, 2022, got positive feedback from driver-partners and achieved business metrics.
Company
Grab
What I did
Product design, UI/UX, prototyping, user research, testing, iteration
Contributor
Marc, Isabel, Gabriel, Jun, Aurelia, Eric, Lydia, Cheekon, Xiaotao, Xiangyue, Ranran, Yuan
Timeline
6 months (with onging improvement)
Context
Grab is a super app for ride-hailing, delivery and finance services in Southeast Asia, backed by millions of driver-partners.
GrabElectric is a 2-wheel electric motor rental service face to Grab delivery driver-partners.
Grab is a super app for ride-hailing, delivery and finance services in Southeast Asia, backed by millions of driver-partners.
GrabElectric is a 2-wheel electric motor rental service face to Grab delivery driver-partners.
Context
Grab is a super app for ride-hailing, delivery and finance services in Southeast Asia, backed by millions of driver-partners.
GrabElectric is a 2-wheel electric motor rental service face to Grab delivery driver-partners.
“With GrabElectric, I don’t need to think about the service because it is all covered in my rental fee.”
Wahyuni Maharani
Grab driver-partner
“With GrabElectric, I don’t need to think about the service because it is all covered in my rental fee.”
Wahyuni Maharani
Grab driver-partner
Problem
Problem
The limited battery of the electric motor creates driver-partners range anxiety, and there are no locations to charge or swap the batteries.
The limited battery of the electric motor creates driver-partners range anxiety, and there are no locations to charge or swap the batteries.
46%
Struggle to find a place to swap or charge battery
Struggle to find a place to swap or charge battery
30%
Cancel delivery booking due to low battery
5h
Fully charge battery
The limited battery of the electric motor creates driver-partners range anxiety, and there are no locations to charge or swap the batteries.
46%
Struggle to find a place to swap or charge battery
30%
Cancel delivery booking due to low battery
5h
Fully charge battery
Solution & Goal
Build a battery service that will reduce driver-partners' range anxiety, increase their satisfaction and improve retention rates.
Solution & Goal
Build a battery service that will reduce driver-partners' range anxiety, increase their satisfaction and improve retention rates.
What we learned
We set up the Kymco battery station pilot(Kymco is one type of GrabElectric's e-motor) and got the key insights that support us in building better BaaS.
What we learned
We set up the Kymco battery station pilot(Kymco is one type of GrabElectric's e-motor) and got the key insights that support us in building better BaaS.
👍🏻 What we did well?
The feedback on the user guide was positive as it helped driver-partners to this new service by themselves.
👁 What didn’t work well/pain point?
It was not easy to discover and find battery stations from the Driver App, and not help driver-partners make decisions.
Went through 3 screens to check information such as address, price and available batteries.
80% of active options are redundant on the map page.
Unscalable and unclear price display.
👍🏻 What we did well?
The feedback on the user guide was positive as it helped driver-partners to this new service by themselves.
👁 What didn’t work well/pain point?
It was not easy to discover and find battery stations from the Driver App, and not help driver-partners make decisions.
Went through 3 screens to check information such as address, price and available batteries.
80% of active options are redundant on the map page.
Unscalable and unclear price display.
Process
Process
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Concept
Driver-partners find battery stations by the Driver App and get batteries through battery cabinets.
Exploration
Usibility testing
We recruited 5 Viar driver-partners in Jakarta for 1-on-1 interviews and usability testing. Our testing user segment: Viar driver-partners who had used Kymco's battery cabinets and those who had not. Our goal was to test whether they could use the new concept and design to complete battery swaps.
Mobile Design
Help driver-partners to find battery station easier
Mobile Design
Help driver-partners to find battery station easier
Rich Card
Enhance the discoverability of battery station information by Rich Card, and driver-partners no longer need to jump through 3 pages.
Rich Card
Enhance the discoverability of battery station information by Rich Card, and driver-partners no longer need to jump through 3 pages.
Kymco Pilot Before
New
Kymco Pilot Before
New
And the Rich Card display dynamic recommendations depending on the realtime status, easier to identify suitable battery stations.
And the Rich Card display dynamic recommendations depending on the realtime status, easier to identify suitable battery stations.
And the Rich Card display dynamic recommendations depending on the realtime status, easier to identify suitable battery stations.
Map
Efficiently and intuitive battery station map experience.
Quickly compare different battery station information by clicking icons. And also able to view more details.
Map
Efficiently and intuitive battery station map experience.
Quickly compare different battery station information by clicking icons. And also able to view more details.
The simplified bottom action panel removes redundancy and offers only the options driver-partners need, providing a more intuitive experience.
The simplified bottom action panel removes redundancy and offers only the options driver-partners need, providing a more intuitive experience.
Payment
Transparent payment before scanning confirmation reduces driver-partners’ payment concerns and is scalable for Grab’s pricing strategy.
Payment
Transparent payment before scanning confirmation reduces driver-partners’ payment concerns and is scalable for Grab’s pricing strategy.
Battery Cabinet Design
Help driver-partners to get battery easier
Battery Cabinet Design
Help driver-partners to get battery easier
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
Offline Stiker Guide
The battery cabinet is an intuitive physical touchpoint. Therefore, I created physical stickers for the 2 types of battery cabinets, helping driver-partners easy to use.
Offline Stiker Guide
The battery cabinet is an intuitive physical touchpoint. Therefore, I created physical stickers for the 2 types of battery cabinets, helping driver-partners easy to use.
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
8-Slot Battery Cabinet Sticker
4-Slot Battery Cabinet Sticker
Screen experience
The 8-slot battery cabinet has an interactive screen, this is an opportunity to display the step-by-step screen guide for driver-partners.
Screen experience
The 8-slot battery cabinet has an interactive screen, this is an opportunity to display the step-by-step screen guide for driver-partners.
Voicer experience
The 4-slot battery cabinet has not screen, so I used the hardware sound playable property to create voice guide with concise, clear and warm voice. We verified it during user research and early pilot.
Voicer experience
The 4-slot battery cabinet has not screen, so I used the hardware sound playable property to create voice guide with concise, clear and warm voice. We verified it during user research and early pilot.
Impact
Impact
I delivered the end-to-end design for the mobile driver app + 2 types of battery cabinets.
The team successfully launched in Jakarta and received positive feedback from driver-partners.
Our next step would be to bring BaaS to more regions, and continue enhance the experience.
I delivered the end-to-end design for the mobile driver app + 2 types of battery cabinets.
The team successfully launched in Jakarta and received positive feedback from driver-partners.
Our next step would be to bring BaaS to more regions, and continue enhance the experience.
60+
NPS ( Net Promoter Score)
60+
NPS ( Net Promoter Score)
90%+
Retention Rate
90%+
Retention Rate
38%
Swap battery
38%
Swap battery
3 min
Average time getting a battery
3 min
Average time getting a battery
Next Project
Next Project
© 2024 Lumi Meng
Made with 2 cups of coffee per day
© 2024 Lumi Meng
Made with 2 cups of coffee per day
© 2024 Lumi Meng
Made with 2 cups of coffee per day