Designing Grab's Passenger selfie Verification System.
Tan Hooi Lin, Co-founder of Grab once said: "Our goal is to bring to zero the number of incidents that are completely preventable, and as far as possible, reduce the number of road accidents. Key to achieving our goal is to make it easy for users to make an actual change to their road behaviour habits."
Press and Recognitions (4)
The scope
The findings
Seamless and simple
Our findings led us to dig deep into what design cues that could hasten the experience. We looked into the silhouette shape during the selfie process. From there, we identified key improvements. We take a look at different verification process and found that cutouts like circles or shapes creates a disorienting feel.
The feature
Silhouette of a person
Instead of using shapes, we create a silhouette of a person as a template to reduce any disorientation from having parts of the image being blocked off. Thus, simplifying the image capture process.
Extra instructions tucked away, but available when needed
Another key design item that we explored was on surfacing the most relevant information. Placing the instructions during a selfie above makes sure that it is legible despite what colour outfit the passenger is using. "A good selfie" instruction page is tucked in another page to keep the flow simple and quick.
Subtle interactions go a long way
We realized that micro-interactions play a huge role in this verification process. Having these interactions show transparency to users of what is happening in the backend. It gives a subtle yet recognizable indication that the image has been captured by the phone and is being processed.
Managing the unpredictable
Like any product feature, we had to consider edge cases. What if the passenger used a cap? Or has a really big beard? Or in a dark area? Or suddenly they are disconnected from the internet? This led us to consider all possible cases and accommodate them in the designs we've created. Whether it was something we can notify in the instructions or a trigger to increase your screen brightness, all these informed us to take into consideration the screens we've made.
