Date : 25-Sep-2020
Location: Kuala Lumpur
Organization:
Grab,Southeast Asia’s leading super app that provides the widest range of every day on-demand services such as ride-hailing, food, package, grocery delivery, mobile payments and financial services to millions of Southeast Asians, across 339 cities in eight countries.
Key Takeaways:
- Malaysia is now one of the few countries in the world whose regulations allow Persons With Disabilities (PWD) to obtain a commercial driver's licence.
- Over 650 of the nearly 800 PWDs who earn an income on Grab across Southeast Asia are Malaysians. This includes persons with deafness, cerebral palsy or motor impairments.
Offering:
I.) Grab super app features which make it an inclusive platform for both driver-partners, delivery-riders and users alike:
- Message prompts to alert passengers and customers that they have been paired with a Deaf partner, advising them to use the GrabChat feature to communicate.
- A dedicated live chat feature for Deaf partners to get support from Customer Experience agents whenever they need it.
II.) Support initiatives:
- Enhanced training and onboarding materials with local subtitles and sign language to ensure smoother registration for Deaf partners.
- A public education campaign to promote better communication and empathy between partners and passengers, address misperceptions and raise confidence in the Deaf drivers’ abilities to do their job.
- Internal sign language classes to facilitate better communication with deaf and hard of hearing partners.
- PWD Driver Representative Committee (DRC) for an enhanced driving experience on Grab and how Grab can further enhance drivers’ experience earning an honest income on the platform.
- Sign language translators at driver & delivery-partner skewed events.
Insights:
I.) In 2018, Grab Malaysia partnered with the Malaysian Federation of the Deaf (MFD) on several initiatives to create a more accessible platform for the deaf and hard of hearing, such as:
- In car hanger for driver-partners: To help Deaf driver-partners identify themselves with passengers.
- Pocket-cards for delivery-partners: Portable pocket-sized cards with common phrases and sentences for Deaf delivery-partners to use to better communicate as they make their deliveries.
- Passenger flipcards: Conversation cards placed in Deaf driver-partners vehicles to help passengers communicate better with their drivers.
- Merchant flipcards: Flipcards with frequently used questions and phrases for merchants to use to communicate with Deaf and hard of hearing delivery-partners.
- Sign language dictionary: A phrase a day to educate users on sign language on the Grab app.
- Driver-partner (DP) training: To better facilitate physically disabled passengers.
II.) GrabBenefits is a first-of-its-kind benefits programme for Malaysia’s gig economy, consisting of savings across four categories: Fuel Rebates, Vehicle Maintenance and Accessories, Healthcare, and Lifestyle and Travel - the benefits be redeemed from brands such as Petronas, Liqui Moly, Shell etc
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| Grab Merchant Flipcards with frequently used questions and phrases for merchants to use to communicate with deaf and hard of hearing delivery-partners |
Case Studies:
In conjunction with the International Week of the Deaf 2020, Grab is proud to showcase Joey Kow, PWD driver partner, and The Bassment, a restaurant run by deaf twin brothers, Micheal and Jason Lim with their brother Oscar Lim.
They are the epitome of our community and have inspired us in our goal of empowering communities by creating economic opportunities for other partners and merchants alike who have not let their impairment stop them from achieving their dreams.
Grab extends heartfelt gratitude to users,for your continued support, and they hope that PWD partners will continue to inspire you as they have inspired the Grab team.
Editor's comments:
The super app lives up to help the society.
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