PROJET PROPOSAL - GRAB SYSTEM
SECV2113-HUMAN COMPUTER INTERACTION
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PROJECT 1: PROJET PROPOSAL
GRAB SYSTEM
SDG 12 - Responsible Production and Consumption
LECTURER: DR. FAZLIATY EDORA BINTI FADZLI
TEAM: ONETWOSLEEP
Prepared by:
DATE OF SUBMISSION: 2 DECEMBER 2023
TASK DISTRIBUTION:
1.0 Problem
1.1 Inaccurate Pinned Location
1.1.1 Usability Problem
Within the context of the Grab app, inaccuracies of pinned location have become one of the common issues that both parties,
which are users and drivers have experienced. This particular feature is causing the failure to persuade users to execute the target
behaviour of providing the intended pickup and drop-off location correctly to the Grab drivers. The accuracy of these pinned locations
is crucial to ensure a smooth experience for both parties, yet the inefficiencies of this feature are causing difficulties.
1.1.2 User experience
When users use the Grab application to book a ride, it negatively impacts the user when they struggle to pin their accurate location.
This inaccuracy can lead to extra fare charges for finding the exact user’s location and upset the user when they cannot get their exact
location but need to pay extra because the driver cannot arrive at the exact user’s location on time which then will lead to poor user
experience when they want to book a ride and for the driver, they’re wasting the driver’s time to finish their job.The necessity of resilient, inclusive, and sustainable cities is emphasized in SDG 11. Effective and dependable transport services,
like those offered by ride-sharing apps like Grab, support the growth of easily accessible and well-connected urban areas.
1.2 Inefficient Routing
1.2.1 Usability Problem
When we have a driver that comes from other states, they may or may not fully know the area's route and may need to navigate
the location using the Grab applications map to ensure that they send their customers to the right place. It always occurs that the driver
blindly uses the Grab navigation system even though the traffic is slow which will take more time to send the customer to their location.
The current Grab navigation system lacks precision and is unaware of poor traffic that occurs in the areas that will result in longer travel
and probably can increase the fare costs.
1.2.2 User Experience
The inefficiency of the routing algorithm from the Grab navigation system can lead to less user interaction and good feedback so they
will become less confident in using the Grab application as their alternative public transportation and the Grab ability to provide an
optimal route for their customers to arrive on time based on the estimated time arrival made by the system and for the driver to arrive
to the customer’s location on time which will make the customer less likely to cancel their trip and book another ride without any hesitation.
SDG 11 also emphasize reduced traffic congestion and improved mobility.
1.3. Inefficient Food Delivery Process
1.3.1 Usability Problem
The Grab food delivery system sometimes contains a bug when the user cannot see the driver’s location when the driver has already
picked up their food to deliver. Users find it challenging to use the Grab Food application and to comprehend the delivery process.
Users may get frustrated and confused by the current interface's unclear instructions on how to place purchases, follow deliveries, and
leave feedback. An efficient food delivery system makes urban living more convenient and accessible while also fostering thriving,
sustainable communities which emphasize SDG11 Sustainable Cities and Communities.
1.3.2 User Experience
Users of Grab Food may find the delivery experience to be annoying or inconvenient. The user experience as a whole may be badly impacted by problems like misplaced tracking information, delayed deliveries, or trouble sending feedback. If the food is delayed due to rain and traffic
jams, the food will get cold and the user will send negative feedback to the rider. It also can cause the user to get the wrong food but when they
want to request a refund, sometimes the system gives a voucher instead of a full refund. The inefficiency of the Grab Food system has already
been experienced by many users when they didn’t get the food that they wanted because the restaurant updated the food availability late which
can be serious if the customer is allergic to the food or they want a full refund but didn’t get it.
2.0 Illustration of Problem
2.1 Inaccurate Pinned Location
Figure 2.1: Customers Pins Delivery Locations In the Middle of The Road
Both customers and drivers will dissatisfied with the inaccuracies of pinned locations because they cannot pick up and drop off locations correctly
using Grab. Users will have issues that the pinned location is different from the exact location. This negatively impacts the user experience and the
user may need more additional charge and time in finding the exact location. The users will be less likely to use Grab because the driver cannot
arrive at the exact user’s location on time and the driver also wastes most of their time to find the exact location.
2.2 Inefficient Routing
Figure 2.2: Insane Route Suggested by Grab
The current navigation Grab system may not provide the best route for their customers to arrive on time based on the system's estimated arrival time,
and the driver can't get to the customer on time. The routing algorithm may suggest the path that the traffic is slow which will take more time to send
off the customer to their location. This will make journey times longer and may even make fares more expensive.
2.3 Inefficient Food Delivery Process
Figure 2.3: Wrong Food Items and Long Delivery Time(4 Hours Order at 11.30 a.m.)
Users often have problems and frustrations with the delivery process, like losing tracking information, deliveries being late, and not being able to stop orders.
When customers are unhappy with their food arriving cold because it was delivered late because of bad weather or traffic, they write bad reviews about the
delivery person. In addition to the trouble, users may also get the wrong food item, and when they try to refund, the system may give them a voucher instead
of a full return. A lot of people have had problems with the inefficiencies in the Grab Food system, such as not being able to cancel orders and having other
transport problems. This is especially clear when restaurants do not quickly change their menus to show which items are available.
3.0 Proposed Solution
3.1 Improved Pinpoint Accuracy
Increasing pinpoint accuracy is the most effective way to deal with the problem of inaccurate pin location. To increase accuracy, we should update
the app's GPS integration, particularly in crowded or metropolitan regions where GPS signals may be weaker. Because users might come from a variety
of backgrounds and occupations, improving pinpoint precision is the best way to ensure that their booking procedure for a grab is simple and quick to complete.
We can use visual signals or instructions to help users locate themselves precisely by using augmented reality (AR) features, such as street view photos,
detailed maps, or landmarks. Users should be able to more precisely alter their pinned location by enabling real-time adjustments.
3.2 Enhanced Traffic Prediction and Real-Time Updates
We can improve traffic forecasts and real-time updates to address the issue of wasteful routing. We ought to update and enhance the system's traffic analysis.
The navigation system has to be updated to make use of more precise and up-to-date traffic data. It should also integrate with trustworthy sources and
predictive algorithms to foresee traffic jams. In order to maximise travel time, the system should give drivers real-time information on traffic conditions
and recommend alternate routes. We can put machine learning algorithms into practice that take traffic patterns into account and modify route recommendations
appropriately. It gives consumers the ability to select their favourite route by allowing them to choose between options based on preferences like the quickest
route, shortest distance, avoiding tolls, etc.
3.3 Weather and Traffic Alerts
We can incorporate weather and traffic warnings to help with the inefficient food delivery procedure. In order to properly prepare for weather-related delays,
Grab should send out weather updates and warnings to users, drivers, and the restaurant itself. A restaurant might set an alert to cook food at a precise moment
to ensure that it is hot and fresh. Customers will be more satisfied with their freshly prepared meals if a feature that modifies predicted delivery times depending
on real-time traffic updates is included.
3.4 Allergen Alert and Notify User
To tackle the issue, we can implement an allergen alert feature and advise users of menu items that are short in stock because restaurants do not update their allergy options
or available menu items. When a user wants to order from the menu, the restaurant should update the menu on the Grab app to reflect items that are low in supply. This will
alert users to the possibility that their order may need to be changed. Apart from that, we should have a section in the system where users may update any allergies they may
have and eateries will receive an alert.
3.5 Provide Feedback
In addition, we may test the system with every client to get their feedback and update it periodically to make sure users are satisfied. When developing a system, getting feedback
is crucial since it allows us to discover what users find lacking and how to improve the system's usability.
4.0 Targeted Users
4.1 Student:
The proposed solutions increase user experience by providing accurate pickup and drop-off locations. The accurate pickup and drop-off location results in reduced additional charges and time
spent on finding the exact location, leading to a more convenient and cost-effective user experience. Besides the enhanced traffic prediction and real-time updates features can expect more efficient
routes, reducing travel time and potentially lowering fare costs. This increased confidence in the Grab app as a reliable mode of transportation, with improved arrival time estimates and better overall
travel experience. weather and traffic alerts can let user receive timely updates on weather conditions and potential traffic delays. This enables user to a better preparation for delays, allowing users to
adjust their plans or choose alternative transportation methods when needed. The allergen alert and notify user function let suers will be informed of menu items that are low in supply, preventing disappointment.
This will increase safety and satisfaction for users with dietary restrictions, fostering trust in Grab Food's service. User can also actively contribute to the improvement of the Grab app by providing feedback.
4.2 Small business owner:
The proposed solution improved food delivery process so that the small business owners will experience smoother order fulfillment and delivery. This will increased customer satisfaction, positive reviews,
and potentially higher order volumes. The Weather and Traffic Alerts let Small business owners can receive alerts to prepare for potential delivery delays. This allow better coordination in managing customer
expectations and optimizing food preparation times. Moreover, small business owners can update the menu promptly and address allergen concerns. This will improve customer trust and loyalty, as well as
reduce instances of order cancellations or returns. Small business owners can receive feedback on the delivery process and customer satisfaction. Continuous improvement in service quality, helping small
businesses thrive on the Grab platform.
4.3 Driver / Rider:
The proposed solution enables drivers to spend less time searching for users, and increased efficiency. This reduced downtime for drivers, allowing them to complete more rides and potentially increase earnings.
Besides, the enhanced traffic prediction and real-time updates can let drivers receive more accurate and real-time traffic information which can improve route optimization, saving time and fuel costs for drivers,
and enhancing overall job satisfaction. The weather and traffic alerts enable drivers be better informed about weather conditions and potential traffic disruptions so can improve the route planning, allowing drivers
to navigate challenges more effectively and provide better service to users. The allergen alert feature benefits Drivers can be aware of potential changes in users' orders. This will enhanced communication between
drivers and users, reducing issues related to food item availability and substitutions. The feedback function let driver can share their experiences and suggest improvements. Collaborative efforts to address issues and
enhance the overall user and driver experience.
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