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.
A self-service point is not a quieter counter. It is a place where someone is asked to finish a job without a clerk. In Bayan Lepas that job might be printing a visitor pass, clocking a contractor in, ordering a canteen meal, or lodging a spare-part request.
We stand where the visitor stands. We note the order of taps, the pauses, the look toward the nearest person in a lanyard, and the sentence that follows. Those sentences matter: ‘It does not have my company name’, ‘I already did this at the gate’, ‘The receipt is in Chinese and I need Malay’.
The study is useful when a team is arguing about training versus the form itself. The notes show which stalls are wording, which are missing options, and which are simply a machine that sits in the wrong place relative to the queue.
We do not ‘fix’ the kiosk. We hand you a stall list you can take to whoever owns the wording, the hardware, or the floor layout.
Who it is for
Teams who introduced a kiosk or a ‘self-serve’ form and still see a queue at the human counter.
What you leave with
A short account of the jobs people try to finish alone, the moments they give up, and the phrases they use when they ask for help.
Duration. One to two weeks of observation plus a half-day briefing.
Place. Self-service points on your floor: kiosks, side counters, canteen terminals, visitor tablets.
Fee basis. Quoted per location and per shift covered. Starting around RM 4,200.