Download - Visitor Capacity Presentation
Visitation Capacity Planning for PublicVenues
ORCA Consulting
ORCA Consulting Expertise
VisitorCapacity &Circulation
Operations& Visitor Experience
ORCA Consulting
……works with the client to jointly develop the best possible experience for the guest, visitor or customer. Our end goal is to create an environment that drives high satisfaction and intent to return.
ORCA Specialized Capabilities • Providing a link between designer and end-user• Operational planning and analysis• Optimizing and integrating operations• Hospitality and quality service training• Labor planning and scheduling
Key Areas of Focus
• Project development
• Operational planning and optimization
• Creating a superior visitor experience
Project Development• Support creative development at an early stage• Determine capacity needs to inform exhibit sizing
and optimal layout• Conduct attendance and flow analysis• Linking independent project elements into one
coherent offering• Develop an understanding of the operational
implications imposed by the design • Amenity sizing and layout
Operational Planning• Identify and integrate operational needs at an early
stage….understand design impacts on the operation and the visitor experience
• Optimize the various operating components for capacity and visitor utilization
• Develop labor/staffing models • Create on-boarding and staff training plans• Maximize ancillary business opportunity
(partnerships)• Develop operating plans and budgets• Prepare RFPs for outsourcing
Delivering the Visitor Experience• Develop a quality service approach to drive
customer satisfaction …conveying expectations on employee service standards …develop staff training models and tools customized to the operation …instill a quality service culture within the organization• Understanding the role of leadership in
maintaining a quality operation
Visitor Capacity and Circulation
• Design and peak day attendance
• Visitor length of stay• Instantaneous visitor
counts• Visitor capacity• Wayfinding strategy
• Public space and support facility sizing and configuration
• Circulation• On-site transportation
capacity• Reservations and
ticketing strategy
The Spectrum of Leisure Venues
National Parks
Theme ParksNon-profits
Private Sector
Increasing emphasis on revenues & profit
Attendance Analysis
Annual Attendance Estimates
Seasonality Analysis
Daily Distribution of Annual Attendance
Attendance Design Criteria– Design Attendance Day – Peak Attendance Day – Hourly Visitor Arrivals – Inst Visitor Counts (PAOT)
OperationalPlanning
VenueProgram
Instantaneous Visitor Count Distribution
Design Day Instantaneous Visitor Count(example: 20,000)
Attractions/Exhibits/Entertainment(70% -- 14,000)
FoodService(15%)
Retail(5%)
Rest-rooms(1%)
PublicCirc.(9%)
Attraction Queues ExhibitsAttractions Entertainment
Capacity Planning Methodology for Exhibits
# Visitors in Exhibits(example: 1,000)
Exhibit Design Criterion(25 sf per visitor)
Required Exhibit Space (2,500 sq. m.)
Typical Capacity Planning Standards for Theme Parks
• Attraction Wait Times – Design Day: 15 / 45 minutes – Peak Day: 30 / 90 minutes
• Fast Food Wait Times: 5 / 15 min. Design Day• Ticket Booths: 10 minutes Peak Day• Restrooms: Zero Wait Peak Day
Grand Canyon Example - Methodology for Visitor Carrying Capacities of Overlooks
Visitor Use at Yavapai Overlook Area
Planning Similarities
• Planning objectives may be different, but similar capacity planning approaches have been shown to be very effective
Planning Similarities
• Many problems can be solved by getting visitors out of their cars and onto alternative & fun transportation
Planning Similarities
• Need to provide for effective visitor information, orientation and wayfinding
Importance of Visitation Capacity Planning
• Protection of valuable resources• Optimal utilization of key resources• Spend budgets cost-effectively• Manage “excess” recreational demand• Provide comfortable and enjoyable visitor
experience
Effects of Excessive Visitation• Resource deterioration• Reduced visitor
experience quality• Reduced future
visitation through word of mouth
Assessing the problems
• Each site is unique and requires a tailored solution approach
• Issues related to carrying capacity should be assessed holistically
• Local stakeholders should be engaged
Managing the visitor experience
Visitor experience should be managed to sustain revenues and future attendance
• Set the stage for the visitors’ experience• Provide appropriate wayfinding• Eliminate circulation choke points• Develop an effective path network• Provide adequate amenities• Provide a variety of interpretive experiences
Self-sustaining financial structure
• Often, critical site improvements cannot be implemented due to lack of funding
• Visitors are willing to pay a fair price for unique experiences
• Financial mechanisms are needed to ensure that a site can be sustained and preserved for future generations
Example: USS Arizona Memorial Visitor Center
Example: Statue of Liberty Monument Reopening
Example: U.S. Capitol Visitor Center
Conclusion
• Major planning objective should be to provide memorable and comfortable visitor experiences