Establish and govern the Single Source of Truth: Synchronise owned channels (In-App Messaging, Driver Blog, GrabAcademy) and partnered channels (Help Centre, app interface) to eliminate conflicting information and audit legacy content debt
Gather ground-level insights: Regularly engage directly with drivers and delivery partners through field visits and focus groups to gauge comprehension, test communication styles, and feed ground insights back into content creation
Optimise channel performance: Track driver feedback loops and support ticket trends to continuously measure and improve message accuracy and support deflection goals.
...