Where visitors stall at a self-service kiosk
In a Bayan Lepas reception we watched twenty-two visitor-pass attempts. The machine was not ‘broken’. The stalls had addresses.
Journal
What the visit window actually showed
Short pieces from studies of portal visits and self-service behaviour. They name stalls, floor habits, and the sentences people use at a hatch — not general advice about ‘digital’.
Reading a portal homepage the way a first-time visitor does
Staff who built a portal rarely see the first screen with a contractor’s errand in mind. We borrow that errand for an hour.
Morning notes from a staff portal in Bayan Lepas
A leave form, a canteen debit, and a shift swap — three errands, one login, and a printer that jammed in Malay.
When self-service still needs the clerk
A clerk is not a failure of a kiosk. Sometimes the clerk is doing a job the screen was never given.
Preparing a portal for a visit study
A visit window goes badly when the host tries to tidy the portal first. Leave the stalls. Tell people we are coming. Agree the words for consent.