Leveraging user understanding and technological strengths, Grab aims to serve more people

Over a decade of understanding Vietnamese users

According to Ms. Thanh Anh, a deep understanding of users is Grab's leading advantage, and is also a valuable asset that the application has accumulated after more than 10 years of serving the Vietnamese market.

This understanding comes from two directions - both applied and practical.

Every user interaction on the app allows Grab to understand their habits, preferences and expectations directly and in detail. This first-party data is extremely valuable, not only helping Grab make recommendations that are tailored to users’ needs, contributing to a seamless experience, but also providing high personalization capabilities to make the app more and more familiar and closely connected to users.

But understanding through the application is not enough, the Grab team also follows the market closely and keeps up with real life. Employees regularly listen and communicate with users to understand their actual needs, and record direct feedback to serve users better and better.

Not only that, Grab also relies on the experiences of the people who create those services. “All of the Marketing Department staff at Grab Vietnam are Vietnamese. They are all talented and enthusiastic people, always proactively putting themselves in the position of users. They use Grab services every day and pay attention to every little detail in their own experience to know the limitations that need to be removed and the innovations that need to be made to make it easier and more convenient for users to use Grab,” said Ms. Thanh Anh.

From these insights, the Grab team can propose practical ideas to reach or serve different user groups better, making digital services more accessible to more people. However, to realize these ideas requires a strong platform, including technology and a multi-application ecosystem.

According to Ms. Thanh Anh, each solution that Grab deploys for users is the result of innovation, where technology is utilized to help improve the experience or increase safety. The company is also investing heavily in AI and applying AI to every touchpoint on the application, improving the experience not only for users but also supporting Grab partners.

In addition, thanks to the diversity of daily services including rich options for transportation, delivery, cuisine , shopping... Grab always has the right solution for any individual with any spending budget.

Accompanying Vietnamese users to take care of their families

The Grab for the Whole Family solution suite is a testament to the combination of three factors that have created Grab's outstanding advantage: understanding of users, technology and ecosystem.

This solution package includes a series of services and features for family members to travel, eat and shop together, while also giving them peace of mind knowing that their loved ones are well taken care of when using Grab services.

“Family always holds a central position in many people’s lives. Grab wants to be able to help you take care of your loved ones, because Grab understands that they are the most important people to you. Therefore, the Grab solution package for the whole family was launched to help you pick up and drop off your parents, buy medicine for your children, prepare dinner for the whole family… with the highest peace of mind,” Ms. Thanh Anh shared.

Notable in this solution package is the “Family Account” feature. This is a solution that helps users easily book, manage and pay for their relatives’ rides, and feel more secure knowing that Grab rides are applied with a series of safe and convenient features. Account holders can add up to 9 members to the “Family Account” and take care of their relatives by booking rides for them, paying for rides and tracking their relatives’ journeys in real time.

With the “Family Account”, even the elderly and those who are not yet tech-savvy can still enjoy the convenience and safety of Grab services, while the account holder can track the journey on the Grab app until their loved ones arrive.

By meeting a real user need, with the Family Account feature, Grab recorded a three-fold increase in the total number of family accounts created in the first quarter of this year compared to the fourth quarter of last year.

In addition to meeting the transportation needs of the whole family, Grab also has culinary recommendations for families on GrabFood, whether ordering food online or eating directly at the restaurant. In addition, the collection of supermarkets and a list of reputable pharmacy partners on GrabMart help the whole family shop conveniently, even in emergencies.

“With the strength and breadth of the Grab ecosystem as well as advanced technologies, Grab offers truly meaningful solutions, enriching the daily experiences of each user and their loved ones, while connecting more closely with the lives of Vietnamese people,” Ms. Thanh Anh emphasized.

Source: https://dantri.com.vn/kinh-doanh/tan-dung-su-am-hieu-nguoi-dung-va-the-manh-cong-nghe-grab-huong-den-phuc-vu-nhieu-nguoi-hon-20250711135533729.htm