Client notes

After the walkthrough, not after a rating prompt

These notes name a study, a constraint, and something that changed — or something that still nags. We do not collect stars. We do not tidy a reservation out of a quote.

Two people in conversation across a table, the shape of a walkthrough rather than a review widget — Walkthroughs are two hours. Several clients have said that is short. They are right; we still keep them to two hours so the brief remains the artefact.

Companion-app engagement study

They sat through pairing in three homes where our own staff would have stepped in. The brief named the cousin who left with the login — we had been calling that a successful handshake for months. I still wish the walkthrough had been a full afternoon rather than two hours; we ran out of time on the after-session messages.

Hannah Lim · Product lead, home-mirror line, Petaling Jaya
On-mirror session review

Mei Ling watched a five-minute mobility set and wrote down every time a member turned to talk to someone behind them. We had been adding more on-glass coaching. After the session note we took two lines of type off the mirror and left the room quieter. Members still complain about the fan. That is not her problem.

Rizal Mahmud · Studio manager, fitness-mirror pilot, Mont Kiara
Pairing-week review

Daniel’s pairing diary was blunt about our QR card sliding under the tissue paper. We moved the card to a sleeve on the glass. Returns in week one dropped enough that I noticed in the weekly pile — I do not have a percentage for you, and he refused to invent one.

Soo Wei Ning · Customer desk, beauty-mirror importer, Bukit Bintang
Product-cycle engagement brief

We sent ten hours of hotel-guest recordings we already had permission to use. Aisha sent back a brief that quoted a guest asking the concierge whether the mirror could just be a mirror before 7 a.m. That sentence ended a planned sunrise animation. The brief arrived on the tenth working day, as promised, without a slide.

Clara Fernandez · Release owner, companion app for a hotel-bathroom mirror trial

A longer note: the QR card under the tissue

Soo Wei Ning’s desk in Bukit Bintang had been taking the same call for a season: the beauty-mirror paired on the shop floor and then failed at home. Daniel Tan’s pairing-week review followed five households through the carton. In four of them the QR card had slid under the tissue paper; the household photographed the box, not the card, and then waited on a number that rang through to Soo.

The importer moved the card to a sleeve taped to the glass. That is a cheap change. The diary also recorded a fifth household where pairing failed because the bathroom had no 2.4 GHz name the companion app recognised — the unit had been installed by a contractor who left only a 5 GHz sticker on the router. We could not “fix Wi-Fi.” We could write the sentence so the next carton insert mentioned it. Soo still will not give us a percentage of returns; she said the weekly pile of week-one tickets got thinner, which was enough for her manager and honest enough for this page.

If you want a study that produces a note of this kind, start with the companion-app engagement study or write to the office.