This is the flagship piece of work at Utilitymeadowpoint. It is for operators of travel booking apps who already know travellers leave, but cannot point to the tap.
Who it is for
Product, operations, and commercial leads who own a live booking path used by people in Malaysia — KUL–PEN hops, KUL–BKI packages, Langkawi weekends, ETS seats out of KL Sentral. You do not need a research team. You need one path you are willing to have examined in public-facing screens.
The result
You receive a written briefing that names, in order, where a traveller hesitates or leaves: the calendar that hides school-holiday inventory, the passenger form that asks for a passport on a domestic sector, the bag screen that appears after the fare already felt finished, the FPX confirmation that uses English legalese on a Malay-first session. The briefing recommends copy and step changes. It does not rewrite your app.
Scope
One booking path, one language, one traveller type. Example: a one-way KUL–PEN in the English screen for an adult plus a child. A return, a second language, or a second traveller type is a separate path and a separate fee.
Included
- An intake conversation to lock the path, language, and dates we will walk
- Recorded walkthroughs of the live screens, including the payment room up to (not through) a live charge
- Side-by-side notes on two competing paths for the same city pair
- A written briefing of eight to twelve pages
- One follow-up conversation of up to ninety minutes, in Petaling Jaya or on a call
Excluded
Engineering work, paid advertising, app-store listing copy, mystery-shopper purchases beyond the agreed walkthroughs, and any request for database or server access. We do not install software in your stack.
Who does the work
The Petaling Jaya practice. Aisha Rahman leads passenger-form and payment rooms. Wei Liang Tan reads fare calendars and ancillary screens. Priya Menon writes the briefing.
How it proceeds
Intake in week one. Walkthroughs and competitor notes in week two. Draft briefing at the start of week three; the follow-up after you have had two working days with the document. The method page sets this out in full.
Span and where
About three weeks from a locked path. Walkthroughs are remote. The follow-up can be at Office 11, 19 Sample Road, Petaling Jaya, or on a call if your team is not in the Klang Valley.
What you prepare
A staging or production booking path we can tap as a traveller would. If you already keep step counts for the last ninety days — search started, fare selected, passenger form completed, pay reached, ticket issued — send them. We can still write the briefing without counts; the counts only sharpen which rooms we linger in.
Constraints
We work from the screens and from counts you already keep. We do not ask for personal data of your bookers. Payment walkthroughs stop before a live charge unless you issue a refundable test booking; that cost, if any, sits with you.
Fee
From RM 12,400 for a single path in one language. Extra languages, return journeys treated as a second path, and a same-week follow-up outside Petaling Jaya are quoted separately. See fees.
Next step
Send the path you want examined, the language of the screen, and a preferred week for the follow-up.