Context

Grab PIN had existed since the early days of the app but was outdated and limited to login. Many users forgot their PIN and had to contact customer support, with only 50% successfully resetting it and just 20% completing recovery within 12 minutes.

As GrabPay expanded, PIN usage extended into payments, increasing both security requirements and user friction. The existing experience was no longer sufficient for scale.

What I Did

I redesigned the PIN UI and interactions to align with the new design system, working closely with the design system team to standardize components for reuse across the app. I also partnered with the Grab Financial team to expand PIN usage into payment flows such as QR code payments.

In parallel, I worked with research to define and run user studies, facilitated workshops with PMs and engineers across regions, and designed a new PIN recovery method to reduce reliance on customer support.

Results & Impact

The new recovery flow increased PIN reset success rate by 11% and reduced “forgot PIN” support tickets by 22%. The updated PIN system supported expanded payment use cases while improving trust, efficiency, and scalability across Grab’s consumer app.