Sitting 01
Booking-flow sitting
We watch live attempts to book an air-con service, leak repair, or cleaning visit, then write which screens stalled the householder.
Format: Half-day sitting at your shopfront, counter, or small office
Price basis: From RM 1,850 for a half-day sitting in Kuching
Duration: About four hours on site; written findings within five working days; 90-minute working session
Where: Kuching and nearby towns in Sarawak; remote video only if a live booking can still be watched
Who this sitting is for
Owners and counter staff of home-service companies who already ask householders to request a visit through an app — air-con servicing, plumbing, electrical, cleaning, or pest control — and who can see that some requests never become a van on the road. It suits crews of two to twenty technicians who still take a large share of jobs on WhatsApp and want the app to stop losing the rest.
It is not for companies that only want a written opinion of screenshots, and it is not a recoding job.
The result you actually receive
You leave with a findings note that names specific screens, fields, and moments: the terrace-lane address that the map never finds, the time slot that remains offered after the van is full, the last page that demands a card when your crew still collects cash at the grille. The working session that follows is a conversation with the same people who sat through the bookings, so the note does not sit unread.
Scope
Included
- A pre-sitting call (about 30 minutes) to choose two or three real request types: same-day chemical clean, water-heater leak, wiring check, and so on.
- Four hours on site with one Utilityspring visitor.
- Observation of several live or closely staged booking attempts, using real Kuching addresses where possible.
- Notes on where householders pause, ask the counter for help, or abandon the request.
- A written findings note, in English, delivered as a PDF within five working days.
- A 90-minute working session (in person in Kuching, or by video if the crew is on jobs) to decide what to change first.
Not included
- Rewriting or rebuilding the app.
- Training every technician in the company.
- Sitting in customers’ homes without the company’s arrangement.
- Ongoing weekly retainers unless you later book a follow-up working session.
Who sits with you
Nur Aisyah Rahman leads most booking-flow sittings. She used to coordinate air-con call-outs in Kuching and still recognises a Pending terrace address that the map treats as a vacant lot. Dominic Tan joins when the booking screen is tightly tied to van availability.
How the hours run
- Arrival and a short walk through how you currently take a request — app, WhatsApp, phone.
- Two or three observed booking attempts, with the householder (or a staff member using a real household address) thinking aloud only as much as feels natural.
- A pause to compare those attempts with a recent abandoned request from your own records, if you have one you are willing to show.
- A closing conversation that names the two or three stalls worth writing up; the full note comes later.
Duration and timing
Plan a weekday morning or a Saturday if that is when householders actually try to book. Four hours on site is the usual shape. The findings note follows within five working days. The working session is booked after you have had a day to read the note.
Place
The sitting happens where bookings already happen: a shopfront in Padungan, a small office above a spare-parts counter, a table at the back of a service centre. We travel within Kuching without extra charge. Towns further in Sarawak are quoted separately for travel time.
Preparation
Send, before the day, a short list of the trades you run and two screenshots of the request flow (the address step and the time-slot step are enough). Have one person who can complete a booking as a householder would, plus whoever answers the counter. You do not need to clear the whole day’s jobs.
Constraints
We will not record householders without their agreement. We will not copy customer lists off the premises. If the app cannot complete a booking without a live payment, we stop before money moves; this sitting is observation, not a paid test purchase.
Price
From RM 1,850 for a half-day sitting in Kuching, including the findings note and the 90-minute working session. Travel beyond the city, evening sittings, or a Malay-language note are quoted before we confirm the date. A 30% deposit holds the calendar slot.
Next step
Write to Office 9 with the trade you run and a preferred week. We reply within two working days with dates and a simple estimate.