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Prashant Kumar, Head of Product, Achievement, Seize

With tech corporations corresponding to Seize, we’re all the time interested in how they’re doing issues behind the scenes–together with how they develop merchandise and options on their platform. Because of this e27 reached out to Prashant Kumar, Head of Product, Fulfilment at Seize, to grasp how they do it.

“Our tech priorities are equally guided by our promise to our customers in addition to enterprise must drive sustainable development. For instance, with a making an attempt macro outlook, our shoppers at the moment are in search of extra reasonably priced choices to satisfy their on a regular basis wants,” Kumar explains in an e mail.

“This has prompted us to work on options that allow us to supply extra reasonably priced companies corresponding to saver supply and GrabShare to our shoppers – whereas ensuring our driver and supply companions proceed to earn sustainably, and the platform stays related.”

The product lead shares the essential milestones that these merchandise have made to assist enhance drivers’ productiveness: In 2022, Seize noticed an estimated 3.55 per cent discount in common idle time for driver-partners in comparison with 2021. The corporate additionally noticed its driver-partners common earnings per on-line hour enhance by 10 per cent in 2022 in comparison with the earlier 12 months.

In growing these merchandise, Seize goes by the precept that its driver- and supply companions have totally different wants: Some could like extra steering than others, whereas others could favor to drive or ship orders inside a selected space. Nearly all of them favor to be on Auto-Settle for mode, whereas its Shared Fleet initiative additionally gained reputation through the COVID-19 pandemic.

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“In 2022, we noticed 71 per cent of our two-wheel driver-partners taking up each supply and transport bookings. By leveraging the a number of on a regular basis companies that Seize offers to shoppers, our companions can select to tackle various kinds of bookings to maximise their time on-line and enhance their incomes alternatives,” Kumar says.

What fulfilment is all about

Earlier than understanding the method behind the event of merchandise that may assist driver-partners with their productiveness, Kumar begins by explaining the position that the fulfilment staff performs in customers’ journeys.

In accordance with him, the fulfilment staff will get into motion after shoppers press the ‘e book’ or ‘place order’ button on our app. It’s made up of about 200 individuals, consisting of product managers, engineers, UX designers, researchers, information analysts and scientists.

“We use tech at scale to satisfy shoppers’ requests. The steps to fulfil these requests embody discovering one of the best driver-partner and shopper match when shoppers e book a trip or discovering essentially the most environment friendly option to ship shoppers’ meals or grocery orders,” he says.

“An enormous a part of the work executed by the staff is to leverage Seize’s scale and ecosystem to drive extra effectivity and productiveness for our driver- and supply companions. Serving to them to earn extra sustainably whereas guaranteeing we stay a dependable service to our shoppers and decrease our price to serve.”

The staff additionally drives a whole lot of optimisations each month on current options in order that it may constantly enhance based mostly on consumer suggestions.

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Kumar additional explains that Seize’s product improvement course of begins with figuring out the best downside assertion to resolve. That is led by product managers who work cross-functionally and look at inner information, consumer suggestions, and enterprise wants.

As soon as the issue assertion is confirmed, the product managers will focus on and construct options for it with the staff of engineers and designers.

“This course of might contain extra analysis as our staff runs quite a lot of consumer research to establish insights for the staff to discover additional. These embody conducting elementary analysis to establish new alternatives, holding in-depth interviews and shadowing driver- or delivery-partners whereas they’re finishing bookings,” Kumar says.

“When we now have an inventory of potential options, our staff of researchers would additionally conduct idea checks for the totally different options, whereas our information analysts and scientists will look into associated information to deduce insights and efficiency information of the options. Lastly, usability checks will likely be executed to make sure the consumer journey is intuitive earlier than a brand new function is rolled out.”

As soon as the primary model of the options is constructed, Seize will invite driver- and supply companions to check it in real-life conditions, shifting right into a co-creation part that additional refines the merchandise based mostly on consumer suggestions.

“Additionally it is throughout such pilots that we are going to uncover many of the bugs associated to the brand new product options and can repair these bugs instantly. This can be a closed-loop course of. We’ll repeat the method till each our companions who’re taking part within the pilots, and we’re assured of the answer earlier than will probably be rolled out to all customers.”

Additionally Learn: Co-Founder Tan Hooi Ling to step down from her energetic position at Seize

Seize updates driver-partners on new options by way of in-app messages and EDMs. Its Seize Help staff can also be often educated to assist information our driver-partners to make use of the options successfully or reply any questions.

Exploring new territory

Even with all that Seize has managed to attain, there are nonetheless many areas of innovation that the corporate desires to discover. Kumar shares a useful record of them.

“In Vietnam, Singapore and Indonesia, we’re working an ongoing pilot for a Experience Information function. This function is constructed to offer driver-partners with a completely automated guided expertise that brings them to the closest areas with excessive trip demand all through the time they’re on-line on the Seize platform. This maximises driver-partners’ possibilities of securing bookings routinely,” he explains.

Seize can also be growing an Optimised Airport Queue Expertise to assist companions higher tackle the growing site visitors from airports as tourism recovers within the area.

“At the moment, our driver-partners are solely capable of finding out their queue place and ready time by an in-app notification once they enter the queue at airports in Singapore, Bangkok, Jakarta, Vietnam and extra. They get an replace each 5-10 queue positions and haven’t any option to discover out the standing of the queue in actual time. This isn’t a productive use of their time if the queues are gradual to maneuver,” Kumar says.

“We hope to vary this expertise with the brand new function that may allow driver-partners to see their place within the queue and estimated ready time in real-time. It’s going to empower them to make knowledgeable choices on whether or not to proceed ready within the queue or go away and tackle bookings elsewhere. We anticipate to roll out this function earlier than the top of the 12 months.”

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Picture Credit score: Seize

The publish Driving efficiency: How Seize develops merchandise that assist driver-partners’ productiveness appeared first on e27.

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