The practice

Why this office exists

In 2019 a Kuching outpatient supervisor asked a friend — now one of our reviewers — to “just look at the new check-in screen.” The friend spent a morning watching IC uploads fail on weak waiting-hall Wi-Fi. The notes from that morning became the first usage review. The name File Studio Base stuck because the early packs lived in labelled folders on a shared shelf, not because we build software.

We remain a review practice. Healthcare app analytics, for us, means sitting with people who use clinic and hospital apps, then writing what happened in order.

How we work

Each engagement has a floor host. We introduce ourselves. We do not hide in the queue pretending to be patients unless a booking walkthrough has written consent from the people we accompany. Findings go to the client who paid; we do not publish identifiable clinic stories.

Malaysia’s mix of English, Bahasa Malaysia, and family members booking for elders is part of the work, not an afterthought. Sarawak’s travel between Kuching and nearby towns is billed as travel, not buried in a “package.”

People

Lina S. — observation lead. Former clinic administrator. She runs waiting-hall sessions and writes the timed booking scripts.

Arun P. — staff-path reviewer. Spent years at a hospital counter before joining the practice. He shadows clerks and nurses and is blunt about paper workarounds.

Mei Y. — wording. Reads portal strings in English and Bahasa Malaysia. She does not practise law; she marks what patients skip.

Portraits below are of the kinds of rooms we work in, not stock “team offsites.”

Values we will not drop

• No fabricated urgency in our own site or in advice to clinics.
• No copying of patient identifiers into our notebooks.
• Fees described as review fees, never as a software plan.

If you need a vendor to rebuild screens, we can sit in a readout with them. We are not that vendor.