WHAT WE DID
We reviewed the visitor journey through the Pavilion, assessing the capacities of each component of the experience independently. This determined the balance of capacities of the different components and provided an estimation of the overall capacity of the Pavilion ‘flow system’.
Subsequently, we developed a 3D micro-simulation to verify that the proposed pulse experience could achieve the desired performance, notably in terms of processing times and visitation targets.
The simulations incorporated unusual elements of the experience (including the use of umbrellas) which helped visualise how the system worked for stakeholders.
Sensitivity testing was carried out to assess the resilience of the ‘flow system’, inform the concept of operation (including staffing requirements) and optimise the overall visitor experience.
RESULTS
Our assessment demonstrated that the concept design could meet the Client’s visitation targets for the Pavilion. It also highlighted that a balanced ‘flow system’ was essential to ensure the smooth running of the Pavilion since a delay in one of the components would delay the whole system.
We recommended measures to mitigate risks of delays and optimise operational resilience. This included recommendations on the number and location of staff, entry/exit procedures to adopt for each component, length and type of experience, management of retail counter and selfie hotspots, etc.