Portals that create their own tickets
A customer portal is meant to deflect contact. Some of them manufacture it. Here is how that shows up in Kuching support queues.
Notes
From the reviews, written in ordinary language
Short pieces from work in Kuching. They are not product announcements. They are the patterns that keep showing up when we sit with live customer portals.
The half-hour after sign-out
Customers believe they have left. The portal sometimes disagrees. Shared counters and family tablets make that disagreement expensive.
Read the schema before the screen
Labels are a story. Fields are a contract. Audits go faster when you start with the names the system already uses.
Account pages and Malaysian customers
Household logins, IC numbers on PDFs, and English copy that was never read aloud. Notes from portal reviews in Malaysia.
What the audit pack actually contains
Sponsors ask for a portal audit and picture a slide. We send a dated pack. This is what is inside, and what is not.
Staging is not the portal
The environment you show reviewers is often tidier than the one customers use. Say so early, or the report will be polite and wrong.