Method
Four stages, one errand at a time
Portal visit analysis is not a workshop with sticky notes. It is a chair on the floor, a consent card, and a brief that keeps stalls separate. This page is the order we actually keep.
Name the errand
Intake is a walk through the portal with the host, not a slide. We pick one errand a stranger actually arrives with — print a pass, lodge leave, book induction — and we refuse a tour of every menu. If the host cannot name an errand, we do not book a window.
Sit where the visitor sits
The visit window uses the ordinary chairs: hatch, kiosk, training-room terminal. We do not interrupt unless we are asked. Consent wording in English and Bahasa Malaysia sits where people already wait. Faces and badge numbers stay off the record.
Write paths, not departments
Notes are sorted by the visitor’s path. A stall at the company list is not filed under ‘IT’. A printer behind the hatch is not filed under ‘facilities’ until the briefing names an owner. Quoted sentences stay in the visitor’s words.
Read the inventory aloud
The briefing is chaired. Interruptions go into the margin. We will not skip an awkward stall to keep the room comfortable. A parked item gets a date or it does not leave as a decision.
What we will not do on the floor
We will not tidy the portal before day one. A polished demonstration is a different visit from the one your contractors make at 7.40. We will not mystery-shop with a false name. We will not record a medical or payroll screen. We will not sit a window during a known plant shutdown just to keep a calendar slot.
Self-service behaviour analysis uses the same order, with the chair moved to the kiosk or side counter. Repeat-visit comparison reuses the path names from the first brief. If those names were never written, the first day is reconstruction, and we bill it.
If this order fits your floor
Bring the portal name and the visitor groups. We will tell you whether a flagship visit analysis, a kiosk study, or a sitting is the right first chair.