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Input: Food selected by customers and delivery address

Process: The system will process the order, suggest popular add-ons with reviews, and calculate the total price

Output: Order confirmation, order ticket for the restaurant, and pickup request are sent to the driver

Storage: Customers' profiles, orders, restaurant menus, and the amount of payment

Network: App uses the internet connection to connect with the customers, restaurant, and driver simultaneously

Hardware: GPS trackers on riders' and customers' devices

Software: Mobile app, restaurant order management, GPS tracking system, and auto reply feature

Procedure: Steps for ordering, preparing, and delivering

People: Customers, restaurant staff, delivery riders, system admins

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Problem: The address displayed by the GPS is different from the actual address

Impact: Drivers may have trouble finding the exact delivery point resulting in wrong address or delayed delivery of the meal

Digital Solution:

1. Enable customers to upload a photo of the entrance or a nearby landmark so the drivers can identify the location faster

2. Add a feature for customers to share their live GPS location with the driver during delivery so that the GPS location are updated in the real time

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Problem: Some users have encountered difficulty when trying to cancel their orders and are experiencing slow refunds.

Impact: Users may feel frustrated and stop using the app, choosing a competitor's app instead. This can lead to a drop in the overall user satisfaction and reduce the app's total sales amount.

Digital Solution:

1. Add a “Cancel Order” and a “Request Refund” button for orders that process automatically and immediately without manual approval.

2. Introduce automated refund tracking within the app so customers can track their refund status and expect the completion date in real time.

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Hidden and Unavailable Merchant Restaurant 

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Hidden and Unavailable Merchant Restaurant 

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Problem: Some restaurants disappear from the app during working hours

Impact: Customers may exit the app without placing any order and use another app to order. Also, it causes a lower overall sales volume of the app

Digital Solution:

1. Set up automated downtime alerts for merchants whenever they're hidden due to technical issues, and AI predicts peak time to adjust visibility so all merchants get fair exposure.

2. Create a real-time capacity monitoring system to alert restaurants when they are hidden, and allow the merchants to adjust their menu and prep cuisine.

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Problem: Some users face safety issues when they are ordering a Grab car, including suspicious activities such as taking extra routes and taking passengers to a different destination.

Impact: Users may encounter trouble arriving at the exact destination on time. Besides that, for those who order a Grab car individually, it may put them into a dangerous situation, such as being involved in sexual harassment and criminal activity.

Digital Solution:

1. Add an emergency "SOS" button on the main page of the Grab app, this button contacts the police immediately within 5 seconds when the users face trouble.

2. If a Grab driver takes extra routes, the app automatically detects this activity and reports it to Grab's headquarters. This enables users to request refunds and also ensures their safety.