Grab Merchant Onboarding

GrabMerchant is an app for Grab’s partner to maintain GrabFood or GrabMart order and GrabPay Payments. It also has many features to help them run their business such as Insight, Ads, Supplies, and many more.

Problem to be solved

Merchants depend on the sales team to get on board for GrabFood & GrabPay services and need to contact CE to get status updates on their applications. Dependency on only sales teams (field or telesales) for onboarding can be limiting and expensive as an acquisition channel.

My Role

I lead all the design processes including ideation, prototyping, and usability testing in 3 countries (ID, SG, MY), and deliver a high-fidelity design. I provide both customer-facing and internal tools.

Business Impact

• More than 5,000 Merchants successfully activated their account in the first month

• Increase approval rate from 30% to 80%