Included
Session notes and a stall list
Arrival paths, pauses, loops, and the moment someone abandons the screen. Written in ordinary language, without a score.
Sri Jaya Industrial Estate · Penang
Watching the visit, not the screen
When someone opens a staff portal, a contractor gate page, or a self-service kiosk in Bayan Lepas, we sit with that visit until we can say where it held, where it looped, and where it asked a person for help anyway.
Ask for a visit windowThe floor
Portals here are errands with a badge
Bayan Lepas is not a showroom. People come to a screen because a truck is waiting, a shift is about to start, or a visitor cannot pass the hatch. Portal visit analysis, in this practice, means writing down those errands as they actually run — including the paper form in the drawer and the clerk who still finishes the last step.
Self-service behaviour analysis is the companion study: kiosks, tablets, and ‘do it yourself’ forms, watched from the visitor’s shoulder, with the sentences people use when they wave a clerk over.
Flagship study
Portal visit analysis
A named portal, a defined window of three to five working days, and a briefing that reads the stall inventory in the order visitors hit it. We do not install software. We leave you a brief you can argue with.
The sitting
A ninety-minute briefing
Held at your site or in our room. Questions stay in the room until they have an owner or are parked in the margin.
Also on the floor
Related studies
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.
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.
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.
From a gate in the estate
A visitor list that did not contain the driver
They sat by the hatch for four mornings and wrote down the exact sentence drivers used when the company list failed. We had been calling it ‘user error’. It was a missing contractor name. I still wish they had come during a night shift as well — the day notes do not cover the cargo peak.
Journal
Notes from visit windows
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.
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.
Bring a portal name and a fortnight
Tell us who visits, what they are trying to finish, and whether we should sit at the hatch or in a side room. We reply with a scoped note before anyone books a chair.