Komsan Chiyadis
GrabFood delivery-partner, Thailand
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The design process behind Grab’s driver-partner apparel upgrades
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August 8, 2024
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Regional
Grab’s bright green jackets and shirts are a familiar sight in many Southeast Asian cities. That’s how you can easily spot a Grab delivery-partner or motorcycle taxi rider on the job.
What’s less known is the amount of thought that goes into designing each piece of apparel. At Grab, it’s the job of the Platform Experience team to make sure that the apparel meets partners’ needs—from conception and design to production, logistics and distribution.
Safety, comfort, and function are our main considerations. Operating in Southeast Asia requires one to be equipped for its tropical climate. It’s often humid, it can get swelteringly hot, and the skies can turn quickly to send heavy downpours. Our partners, especially those on two-wheeled vehicles, are exposed to the elements throughout the day.
Hearing from partners in person
The best way for us to gather information about what works and what doesn’t when it comes to apparel is to consult with our partners who wear them daily.
We do this regularly at events with a large number of delivery- and driver-partners in attendance, and also at smaller partner meet-ups, where we gain insights in focus group discussions. This also happens regularly in different markets Grab operates in, to account for local nuances.This is how we come to understand if any part of the apparel that’s available to our partners is lacking or requires tweaks.
The most frequently seen item of clothing is probably Grab’s green motorcycle, worn by motorcyclists across the region. But the range of apparel extends beyond that, catering different needs.
For instance, in December 2021, we redesigned the long-sleeve t-shirt favoured by many riders—especially delivery-partners using bicycles—to take on reflective stripes. This makes them more noticeable on the roads, especially at night, thereby increasing safety.
That same month, we also introduced a short-sleeved version, catering to riders who preferred to not wear long-sleeved shirts.
The material used in these newer iterations was changed to a more moisture-wicking fabric that is also more stretchable. This makes being on the go while exposed to the elements a more comfortable experience.
In 2023, we added new items such as rain jackets and rain pants to our range of apparel. All of these also have reflective stripes for added safety.
In the case of the rain jacket, which was introduced in July 2023, we added elements such as multiple pockets and zips, so that delivery-partners have places to store their belongings.
To make them a better fit for each individual, the rain jackets include adjustable ties and a velcro strap.
(Also read: Our delivery-partners helped to redesign our GrabFood delivery bag)
Researching and testing for continued improvements
Before we do a major roll out of a new item, we work with some riders to test out samples. That’s how we know whether any changes we made to the design go in the right direction in terms of practicality and function.
In addition, we do extensive testing on materials, including checks to see how different fabrics and colours stand up to the test of heat, as well as wear and tear.
For example, when we found that the colours of our jackets faded quickly after a period of use, we switched to a different fabric material, and suppliers who could operate with modern production processes and according to a set of standards developed specifically for Grab delivery-partner uniforms.
The process does not end after a product has been successfully rolled out. Research goes on to continually look for ways to make apparel more affordable and comfortable.
We keep our ears close to the ground and stay committed to keeping delivery-partners safe and comfortable while working towards greater efficiency.
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Komsan Chiyadis
GrabFood delivery-partner, Thailand
COVID-19 has dealt an unprecedented blow to the tourism industry, affecting the livelihoods of millions of workers. One of them was Komsan, an assistant chef in a luxury hotel based in the Srinakarin area.
As the number of tourists at the hotel plunged, he decided to sign up as a GrabFood delivery-partner to earn an alternative income. Soon after, the hotel ceased operations.
Komsan has viewed this change through an optimistic lens, calling it the perfect opportunity for him to embark on a fresh journey after his previous job. Aside from GrabFood deliveries, he now also picks up GrabExpress jobs. It can get tiring, having to shuttle between different locations, but Komsan finds it exciting. And mostly, he’s glad to get his income back on track.
