File Lighthouse sits with product, risk, and ops teams to reconstruct how onboarding, KYC retries, DuitNow transfers, and repayments are recorded — then writes a measurement review you can take into the next steering meeting.
What arrives on the desk
Most briefs we accept already have an analytics vendor in place. The problem is narrower: failed card authorisations counted as user drop-off, e-KYC retries counted as new applicants, or settlement files that cannot be tied back to the in-app success screen.
The flagship engagement is a product measurement audit. We also run event naming workshops and retention readouts when the question is smaller.
Related work
A facilitated day that turns disputed labels — success, fail, retry, abandon — into names operations and product can both defend.
A written reconstruction of how one journey — onboarding, pay-in, pay-out, or repayment — is counted from screen to settlement.
A short written readout of who returns, who retries, and who is being counted as lost when they are still in an operations queue.
From a recent wallet review
A Sabah-based e-wallet asked us to explain why first-week return looked healthy while the contact centre still took the same volume of “where is my money” tickets. The readout showed a success event firing when the app received an acknowledgement, not when the load completed at the issuer.
Field notes
Agents already have names for the messy middle. Inventing a parallel vocabulary is how weekly packs lose the floor.
Teams stop asking for prettier charts and start asking which count would survive a question from supervision.
Returning to the app is not the same as a completed load. Several Sabah reviews have tripped on that difference.
