Console Interaction Audit
A structured review of one application console: live observation, path mapping, and a prioritised briefing for product and operations leads.
Who this is for
Product managers, operations leads, and support managers who own an application console — billing, fulfilment, admin, or operator control — and keep hearing the same friction stories without a shared map of where those stories begin.
What you receive
- Live observation of real console sessions (agreed sample of tasks and roles)
- Annotated path maps showing where people pause, backtrack, or abandon a step
- Timing notes for critical sequences, not vanity metrics
- A written briefing with a short priority list and plain-language rationale
- A closing walkthrough call to discuss findings with your leads
What is included
Intake workshop (90 minutes), observation plan, three to five observation sittings, analysis, briefing document, and one follow-up clarification call within 14 days of delivery.
What is excluded
Software development, redesign mockups, training programmes for your whole workforce, and ongoing monitoring retainers (those can be scoped separately after the audit).
How we work
- Intake — console access arrangements, task list, privacy constraints, and who may be observed.
- Observation — we sit with operators or join remote sessions; we take notes without taking the keyboard unless invited.
- Synthesis — paths are compared across sittings; outliers are labelled as such.
- Briefing — you receive a document you can circulate internally; we present it once.
Duration and location
Most audits run three to five weeks from intake to briefing. Observation may be remote across Australia or on-site at your premises or our Perth studio at Level 10, 48 St Georges Terrace, Perth WA 6000 when operators can travel.
Preparation
Please nominate a console owner, arrange temporary observer access or screen-share approval, and list the five tasks that define a “good day” and a “bad day” on that console.
Constraints
We do not record personally identifying customer data beyond what your team already surfaces in the console. Session recording is optional and requires your written approval.
Fee basis
Fixed project fee starting at AUD 8,400 for a single console and up to three operator roles. Broader scopes are quoted after intake.
Next step
Request a briefing and name the console you want reviewed. We will reply within two business days with availability and a draft observation plan.