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Designing Grab’s Passenger selfie Verification System.

Seamless passenger identification verification. A collaborative design process with Grab.
The Challenge:
How might we ensure safety to Grab drivers through a seamless verification process?
As a company with safety as a core founding value, Grab takes safety very seriously. Measures on safety has been strictly put in place for passengers. Nevertheless, Grab also ensures the safety of their drivers when they are on duty. Although this feature is mostly overlooked, the passenger verification process is one of the many ways Grab can proactively identify hostile or ill-intended passengers.

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.”

The scope

Introducing the ‘Passenger Selfie’ Verification. The Passenger Selfie enables passengers to verify their identity using a quick selfie before they begin their ride. This information is then stored and protected in Grab’s server and will not be shared with anyone.
User Experience Design
Creating a seamless process for passenger identification verification.
User Interface Design
Creating the interface design based on Grab’s guidelines.

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.

Say hi to our client
“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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