Studies

Four ways we sit with a portal visit

Each study is a period of observation and a written brief. None of them is a software licence. Choose the one that matches the floor you actually have — a hatch, a kiosk, a second window after a change, or a sitting to read notes you already keep.

Person reviewing printed notes beside a laptop in a quiet office

Flagship study · flagship

Portal visit analysis

We sit with real visits to a customer, staff, or contractor portal and write down where people arrive, hesitate, loop, and ask a person for help.

Usually two to four weeks from intake to briefing

Colleagues talking through papers at a shared table

Floor study

Self-service behaviour study

We watch kiosks, counters, and ‘do-it-yourself’ forms to see when people still wave a clerk over — and what they say when they do.

One to two weeks of observation plus a half-day briefing

Two colleagues comparing notes across a desk

Second window

Repeat-visit comparison

A second visit window after you change a form, a sign, or a counter layout — compared against the first record, not against a wish.

A shorter window, typically three days, plus a comparison briefing

Person speaking to a small group in a meeting room

Sitting

Findings briefing

A chaired sitting where we read the stall inventory, walk the visit paths, and leave the brief with the people who can change the floor or the wording.

Ninety minutes, with optional follow-up sitting within ten days