People ask what we do with ten working days. The honest answer is: less than a usage review, and more than a glance at a vendor chart.
We take a cohort — usually a month of invites, sometimes two if the firm invites in small numbers. For each account we try to place four marks on a calendar: invite sent, first login, first password reset if it happened, first action that the firm itself calls useful. Useful is not our word. In a wholesaler it might be a stock enquiry. In a practice it might be a timesheet or a drawing download. In an insurer it might be a policy schedule. We ask the owner of onboarding to name it before we start, and we refuse “any click”.
Beside those marks we put the messages that are not in the portal: the WhatsApp from the manager, the PDF welcome pack, the phone call on day three. Those artefacts are part of the path. Leaving them out is how invite letters stay decorative.
The written brief for this study is a cohort table, a short account of where people leave, and three questions the firm can argue with. It is not a rewrite of the email. If the leave-point is a password rule that your security team will not change, we will write that down rather than invent a softer sentence for the letter.
Two weeks assumes access is ready on day one. If the invite list arrives on day six, we do not pretend the calendar is still two weeks. That is in the engagement description and in the refund terms if a delay is ours or yours.
If your question is about old accounts and quiet modules, this study is the wrong purchase. Use a Portal Usage Review or a Feature Adoption Review. Onboarding is a fortnight in a new user’s life. It is not a tour of the whole portal.
Utilitycorner reviews B2B client portal apps from Ipoh. If a similar question is sitting on your desk, write to us.