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Covid-suite

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As Corona lock down measures ease up, businesses will re-open to the public. Covid suite is a collection of solutions to help you serve your customers better and optimise your business in the challenging times ahead.
Covid suite offers the right solution for your particular situation.

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Covid-suite

  1. 1. 1Photo: Andre Warchy covid-suiteOpen for business, responsibly Solutions to help you reopen your venue and serve your visitors www.liveworkstudio.com/covid-suite
  2. 2. 2 1. Covid-Suite is a set of solutions to help you optimise your business after the covid-19 lockdown. 2. Covid-Suite helps you optimise revenue and customer experience 3. Covid-Suite combines a. sensor, messaging and dashboard technology b. insight in human needs and behaviour c. Creativity, and service design d. knowledge about crowd management into one suite of solutions 4. .covid suite is a collaboration between experts in service design, access control, crowd management and digital solutions. Summary
  3. 3. 3 Covid-suite helps you optimise revenue and customer experience, beyond the first step of opening your doors to the public.
  4. 4. 4 Probably your current focus is on operations: safety for staff and visitors and getting things under control while you open. Designing protocols and governance. 01 Most likely you will want to focus on business optimisation in the near future: getting the most out of your scarce resources. Controlling costs and increasing footfall and visitor spending. 02 As a third step you might need to optimise visitor experience in the post- covid reality, to ensure visitors participate and have a positive experience. Turn constraints into opportunities. 03 Photo: Henry Burrows The process of reopening will be a gradual one: from safe operations, to business optimisation to visitor experience.
  5. 5. 5 How your business will reopen and what the consequences will be will depend on a number of factors that help define your opening strategy. There is no one size fits all solution, but there is a solution that fits your needs. A Do you have an entry and exit that you can monitor or not? B Are visitors planning their visit or do they drop in spontaneously? C Are your visitors unknown individuals or can you reach them collectively? D Is the purpose of their visit function or leisure? Factors that define your opening strategy:Bespoke solutions, step at a time. one With an entry and exit you can install counters to manage crowdedness, and communicate clearly to visitors. When visitors are planning you can manage their expectations and have them reserve a timeslot. If you can reach visitors collectively it’s much easier to make arrangements and communicate them. When the purpose is functional, visitors accept more guidance and regulations.
  6. 6. 6 Many of the current solutions are a great first step to open for business. But will they stand the test of larger crowds?
  7. 7. 7 Public Transport Public Space Semi public space Examples Trains, buses, subways, airplanes Nature reserves, beaches, forests. Parks, shopping streets, squares, airports Current solutions - Spacing seats 1,5 apart - Stickers to indicate seating - Can’t sit? No ride. - Closing parking places to avoid crowdedness. - Matrix signs at entry roads - Drone monitoring - Physical closing and opening - Crowd monitoring - Data available to police - Matrix signs at entry to warn and explain regulations Near future challenges - If the train, bus or metro can’t accommodate the passengers, the platform and station will get too crowded - Crowdedness is not predictable - Hard for visitors to find information about regulations - Impossible for visitors to find real time crowdedness data. - Hard for visitors to find information about regulations - Impossible for visitors to find real time crowdedness data and act as sensible citizen Opportunities for business optimisation - Online reservations - Distributing peaks in crowdedness through price incentives - Working with local F&B providers to make reservations logical - parking spot reservation - Online ticketing - Mobile queue and entry management - Real time crowdedness information Opportunities For Visitor Experience - Expectation management through online visitor access to crowd data - Optimising online ticketing - Create centralised regulations so new behaviour can be learned - Expectation management through online visitor access to crowd data - Explaining regulations centrally in easy to find website - Expectation management through online visitor access to crowd data - Explaining regulations centrally in easy to find website
  8. 8. 8 Controlled venues Long visit venues Community venues Examples Super markets, hardware stores, IKEA, libraries Theme parks, zoos, musea, pools, restaurants Offices, sport clubs, co-working spaces. Current solutions - Using limited amounts of carts/baskets to manage crowdedness. - One way routing - Fences and tape to manage lines - Moving to reservation only. - Timeslots. - Online ticketing. -Targeted communication building on existing sense of community - Operating at limited occupancy - Limited use of sanitary facilities - Rules set up by management and distributed amongst members / staff. Near future challenges - Solutions work now people have time but not when rush hour comes back - Long lines form risk - Impossible for visitors to find real time crowdedness data. - Hard to keep visitors to their timeslot. - Hard to manage local crowdedness within the venue (eg rooms in museum) - Not optimized for revenue - Regulations are different from venue to venue - Regulations are distributed top down but hard to enforce - Regulations need to be updated as unlocking progresses. Opportunities for business optimisation - Use in/out counters to optimise revenue. - Use crowd monitoring to distribute crowdedness and optimise footfall. - Pre - during - and post visit communication to collaborate with visitors in keeping timeslot. - Use in/out counters to optimise revenue - A flexible reservation / entry / exit system - Optimising for occupancy - Optimising for return to business of F&B facilities Opportunities For Visitor Experience - Messaging to manage expectations - Virtual Queuing to arrive just in time - Visitor insight in crowdedness and regulations - Messaging to manage expectations - Virtual Queuing to arrive just in time - Combine access info with virtual guide / background content - Create centralised regulations so new behaviour can be learned - Involve stakeholders in policy design - Turn limitations into opportunities.
  9. 9. 9 01Objective analysis We start by analyzing your situation, what measures you’ve already put in place and what others in your sector are doing. 02Visitor centric service design We help you get the basics in order and then help you optimise operations, revenue, costs and visitor experience. 03Effective communication We help you decide what to communicate to your visitors to manage their expectations and their safety. And we make sure that that information gets found. 04Efficient channel management Then we help you decide how to communicate with your visitors. Options we offer: digital and analogue on site signing, web based communication, mobile messaging. Our offer in 10 steps
  10. 10. 10 Our offer in 10 steps 05Optimized volumes When your situation requires it to optimise your business, we can help you with visitor counting (in / out at main entrances and in spaces within your venue) 07Easy ticketing We help you set up an easy to use online ticketing and reservation system 06Clear information We can then use that counting data to provide you with management information and visitors with waiting time and queueing information
  11. 11. 11 08Orderly queues We can set up a mobile queue management system for you that alerts visitors when they may enter so queues become unnecessary. 09Personal messaging We can set up mobile messaging with your visitor to nudge them to be in time, stick to their timeslot, explain rules and thank them for their visit 10Useful feedback We can use visitor feedback and visitor insights to optimise their experience and your business. Our offer in 10 steps
  12. 12. 12 Within the covid-suite we offer the following services: ● Crowd, queue, entry and facility management ● Visitor and staff communication ● Web based (mobile) ticketing, reservation and queue management ● Sensor technology for counting ● Dashboarding The covid-suite Photo: Matty Ring
  13. 13. 13 The covid-suite is an initiative of Service Design consultancy Livework. Our partners are crowd management experts Royal Haskoning DHV, sensor and dashboarding experts Ynformed and Connection Systems, entry experts Boon Edam and IT development experts Sping. Our shared vision is that businesses deserve a strong post-covid recovery and visitors deserve the best of experiences. Who we are:
  14. 14. 14 Please contact us if you want to open responsibly For more information, please contact: Erik Roscam Abbing, Director of Innovation, Livework erik@liveworkstudio.com +31 6 24518462 www.liveworkstudio.com/covid-suite Photo: Neil Rickards Businesses deserve a strong post-covid recovery and visitors deserve the best of experiences. “ ”

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