Field notes · 2026-02-08
What to gather before a switch behaviour audit
A preparation list for Malaysian product teams: plan catalogue, event glossary, and the decisions the audit should influence.
An Account & Plan Switch Audit moves faster when the client arrives with three artefacts: a current plan catalogue, an event glossary for account and plan changes, and a short statement of the decision the audit must support.
The plan catalogue should list each commercial offering, entitlements, and how billing treats mid-cycle moves. Screenshots of the customer-facing compare page help more than a spreadsheet alone.
The event glossary should name the event, when it fires, and the properties that capture previous and next plan or account type. Note known bugs. We would rather hear about a noisy event on day one than rediscover it mid-analysis.
The decision statement keeps the work grounded. Examples: 'Decide whether to retire Plan B' or 'Decide whether organisation invites need a paid invoice check.' Vague goals like 'understand users better' produce vague readouts.
Teams based in Kuala Lumpur often add a fourth item: who can approve on-site access for a half-day readout. Booking that room early avoids stretching a three-week engagement into five.