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Grab

Defining the future of healthcare services in South-east Asia

An integrated e-consultation, content & health mall solution for South East Asia.
The Challenge:
With the multitudes of telemedicine products rising in Indonesia, GrabHealth needs to find a way to keep up with the market and also stay in momentum within the healthcare realm. The competitive advantage of bundling their current delivery services with healthcare services, puts them in a safe position to worry less about logistics. However, envisioning the product’s features and functionalities took a bit more than just “another” design exploration.
Background:
Together with Ping An Good Doctor China, Grab launched a telemedicine service that caters to the SEA market. As a newly established venture, known as Good Doctor Technology, the team sets up a healthcare service that allows users to consult with doctors online, make medical purchases, and learn more about healthcare through freshly produced articles.

The scope

An end-to-end in-app experience flow and extended design system for the new venture – Good Doctor Technology built into Grab’s app. From the moment a patient starts a consultation with a doctor, browse for medications, to the moment they get their prescribed drugs to their doorstep, our team made sure we covered every nook and cranny of the digital experience.
User Experience Design
Creating ecosystem product strategy and seamless experience.
User Interface Design
Designing the mobile app and other platforms.

The features


E-consultation

Skip the queue and kick back
Talk to doctors – from General Practitioners to Specialists – on medical conditions and get quick responses. Users will be able to get personalized prescriptions accustomed to their condition. They can purchase these prescriptions right from the app.

E-commerce

Health and beauty products at your doorstep
Browse through different categories or symptoms to purchase health and beauty products. The app will locate your nearest pharmacies and notify Grab drivers to deliver them to your doorstep.

E-content

Catch up on your health and wellness Read up on health, wellness and lifestyle content produced by the Good Doctor Technology team. The team writes articles based on categories, and personalize them to users as recommended reads.

Identified the product ecosystem

Our team considered the product ecosystem very early on in the project. It was clear to us that there is the public facing app (customer/patient app). The doctor’s app comes next in line, to assist doctors in consultation and scheduling potential appointments.

Then comes the merchant / pharmacy app that helps to manage stock and purchases made from the app. In the bigger ecosystem, we saw potential to tap into the hospital/clinic app. The hospital/clinic app will be able to ensure seamless communication and bookings between different platforms for doctors who are assigned to a specific hospital.

These bookings will cater to the preferences of patients who decide to book a hospital appointment. Although are team did not get into the full extent of the ecosystem, we did research to find the best existing telemedicine ecosystems out there.

This was useful to pin-point and recommend features to the team. Extending from the Grab family itself, there was a clear potential to reach out and target the driver’s app. The founding idea was to be able to keep track of driver’s wellbeing and provide healthcare services on-the-go.

Onboard new members on the product roadmap

Being the first ones to kick off designs, our team built the product in a way that we can transfer our product knowledge to other team members.

Sixty Two created a UI guideline / design system to consolidate all the elements created. This was crucial for the new members to maintain the continuity of the app’s design style.

Explored Progressive Web App

The telemedicine app does run within the Grab app, however, it will not be the app’s native app. Therefore, we explored the possibilities of Progressive Web App (PWA) and pushed its limits to make the digital experience feel as native as possible.

Using elements like the bottomsheet, utilizing dynamic headers for each page name, our team made sure that even though the health app is not native, we want the experience to feel seamless and close to the core Grab experience.

“Collaborating closely as our design partner, Sixty Two has helped shaped strategic & tactical initiatives with Grab. The Sixty Two team brings global experience and locally-rooted Indonesian knowledge. They've helped us define safety, contributed to Grab’s healthcare experience, and shaped how the super app experience can be relatable for Southeast Asian customers.”
Randy J. Hunt — Head of Design

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