VMS

A new workflow to efficiently manage vehicle maintenance and repair

Defined a new workflow to efficiently manage vehicle maintenance and repair

Summary

VMS is a web system to manage the vehicle repair and maintenance process, reduce the turnaround time and increase the number of vehicles available for rental and get more sales.

As a product designer, I led the end-to-end design from 0 to 1, including building the system information architecture, deciding the web design system, user research, stakeholder management, planning the design cycle, design execution and cooperating with the engineering team to effectively the sprint.

And we launched the MVP version in Jakarta in December 2022 and worked on more features.

Jump to final design

Company

Grab

What I did

Product design, UI/UX, prototyping, user research & testing, web design system

Contributor

Challenge

Isabel, Karlton, Aurelia, Xiangyue, Ranran, Sun, Li

Limited resources, from 0 to 1, various user types

Contributor

Isabel, Karlton, Aurelia, Xiangyue, Ranran, Sun, Li

Timeline

3 months

Context

GrabElectric is a 2-wheel electric vehicle rental service for Grab delivery driver-partners. Our vehicles needed maintenance and repair.

Previously, the vehicle ops team managed the entire process manually. As the business grew, so did problems. We have 50+ third vendors(and counting) and 1000+ parts per vehicle. The turnaround time was getting longer and longer, and we lost sales.

As the research continued, we realized that the best approach was building a new management tool to reshape workflow.

Problem

17% of vehicles were unavailable and lost sales due to needing repair and maintenance.

Goal

To build a tool to reduce the turnaround time for vehicle repairs increasing the number of vehicles available for rental.

Business Metric

Decrease work order data discrepancies target 0% (baseline 50%)
Decrease unavailable vehicles target 10% (baseline 17%)

Process

Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation

Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation

Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation
Discover
To understand the current workflow and problem, I initiated the interview with the ops team.
Ideation

MVP Design

Register & Login, fit Grab secure standard

I designed a secure register & login system for both Grab's internal team and third suppliers.

The team would like to use the system early, but the development resources were limited at that stage. To achieve this goal, I proposed a fast MVP solution: rather than building a complete role and permission management system initially, we implemented a streamlined approach where engineers would:

Pre-configure the <#> user accounts with predefined roles and permissions;
Send the user an email with a temporary password.

Work order management

As a workshop supplier, I can create work orders quickly and accurately.

Before, I had to manually check over 30 pieces of information, services, and prices.

Now, the system auto-checks all data and clicks one button to submit it. And I also easily check the approval status.

As a workshop supplier, I can create work orders quickly and accurately.

Before, I had to manually check over 30 pieces of information, services, and prices.

Now, the system auto-checks all data and clicks one button to submit it. And I also easily check the approval status.

As a Grab Ops, I can review work orders quickly and accurately.

Before, I needed to check all the details manually and spent too much time back and forth in communication.

Now, the system auto-checks and transparency displays the cross-level approval process and records.

As a Grab Ops, I can review work orders quickly and accurately.

Before, I needed to check all the details manually and spent too much time back and forth in communication.

Now, the system auto-checks and transparency displays the cross-level approval process and records.

Design library solution

There was not a consistent internal web design library or enough time to create it. To reduce the developing pressure, I made design libraries assessments and selected the Semi. And the same time, I ensured that the Semi component design style aligned with the Grab design language.

Impact

We successfully launched VMS MVP in Indonesia in January 2023. We ran multiple reviews and tests and got positive feedback from the entire Ops team and vendor leadership. While building the workflow, I identified a critical standardization issue: inconsistent terminology of more than 1,000 vehicle components across internal teams and suppliers. I facilitated the Ops team to establish standardized nomenclature, reducing communication costs.