Flagship study
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.
Who this is for
Facilities, HR, IT operations, and customer-service leads who already run a portal and want a plain account of what visitors actually do — not a redesign pitch.
What you leave with
A written findings brief: arrival paths, stall points, self-service detours, and the moments people abandon the screen to find a clerk. We present it in a sitting, not as a slide deck of slogans.
Scope
One named portal (or a tightly related pair, such as a visitor gate page and the linked contractor form). We watch a defined visit window — typically three to five working days — and interview a small number of visitors immediately after they finish.
Included
- Intake conversation to name the portal, the visitor groups, and the questions you actually need answered
- A visit-window plan covering hours, consent wording, and where the observer sits
- Session notes from observed visits, written in ordinary language
- A stall inventory: screens, fields, and queues where people pause or turn to a person
- A findings briefing of about ninety minutes at your site or at our Penang room
Not included
- Writing or installing software
- Redesigning screens or hiring a build team
- Mystery shopping that involves deception
- Recording faces or badge numbers without written consent
On the floor
How the study runs
Aisha Rahman leads the study. Lim Wei Jie keeps the visit notes. Suresh Nair chairs the briefing so the people who run the portal can question the record.
Intake
We walk the portal together, name who uses it, and agree what a successful visit looks like in your setting — a contractor badge printed, a leave form lodged, a spare part requested.
Visit window
Observers sit where visitors already sit: a reception counter, a training room, a canteen kiosk. We do not interrupt unless a person asks us to.
Write-up
Notes are sorted by path, not by department. We keep names out unless a visitor asked to be quoted.
Briefing
We read the stall inventory aloud, show the paths, and leave the brief with you. Questions stay in the room until they are answered or parked with an owner.
Time, place, and preparation
Duration. Usually two to four weeks from intake to briefing.
Where we sit. On the client floor in Penang and nearby industrial sites, or from our room in Sri Jaya Industrial Estate with agreed remote observation.
What you prepare. You appoint one host who can introduce us on the floor, confirm visitor consent wording in English and Bahasa Malaysia, and book a quiet room for the briefing. If the portal needs a test login, that login is ready before day one.
Limits. We do not study portals we cannot reach from Penang within a working day unless travel is agreed in writing. We will not watch cash handling, medical records, or school portals for minors. Peak shutdown weeks at Bayan Lepas plants are poor windows; we will say so.
Fee
Quoted from the number of portal sections, the length of the visit window, and whether observers sit on site. A small portal with a short window often starts around RM 6,800. Exact figures go in the scoped note after intake.
Next step
Write to us with the portal name, the visitor groups, and a fortnight that might work. We reply with a scoped note and a fee range before anyone sits down.