Co-founder and Group CEO of Grab, Anthony Tan, went undercover as a Grab driver in Singapore for a day. On 26 September, Tan shared his experience on LinkedIn, explaining that this hands-on approach was the best way to test the Grab driver app in a real-world setting. He emphasised the importance of obtaining direct feedback from passengers and understanding the ground realities faced by drivers.
Background
Anthony Tan’s decision to go undercover highlights his commitment to improving the Grab platform by experiencing it firsthand. Grab, one of Asia’s first unicorn companies valued at over $14 billion, continues to innovate and expand under Tan’s leadership. This initiative is part of his broader strategy to ensure the app meets the needs of both drivers and passengers.
Testing the app
In his vlog, Tan revealed that he drove a GrabRentals’ Hyundai Kona EV, marking his first time behind the wheel in several months. He chose a Sunday afternoon, anticipating lighter traffic. After verifying himself on the driver’s app, his first job took him to Dempsey Hill. Tan praised Grab Maps for its accuracy in lane detection and safety precautions but noted that auto messages on the app obstructed the map, covering half the screen.
Tan observed that the jobs were “all coming back-to-back,” which could be exhausting for drivers. “Something we always have to think about drivers is [that it’s] not easy,” he remarked. His second passenger mentioned that Grab drivers often cancel if the pick-up point is too far. Tan acknowledged this as a significant issue and shared that Grab had introduced a new fare structure to address it. Now, drivers are compensated from the moment they accept a booking, leading to higher acceptance rates for longer pick-ups.
Not easy
At the end of his shift, Tan admitted that being a driver was “not easy.” He emphasised the need for empathy and kindness towards drivers, recognising the challenges they face daily.
Future implications
Tan’s undercover experience underscores the importance of continuous improvement and direct engagement with the user base. By addressing driver pain points and refining the app’s functionality, Grab aims to enhance the overall experience for both drivers and passengers. This initiative is part of Grab’s ongoing efforts to innovate and adapt in a competitive market, ensuring it remains a leading superapp in Asia.
