The LA Stadium Guest Experience

I led an incredible team at PwC on a business effort to redefine the guest, employee and platform experience for LA’s new stadium and entertainment disctrict (LASED). The team’s skills spanned smart campuses/cities, digital twin, loyalty, retail transformation, data privacy, digital signage, security, financial forecasting and user experience design with a common theme that the guest experience is paramount to success.

 

This equality to experience and ROI created some incredible opportunities.

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Parking

Fast-pass parking access seamlessly routes drivers to the best parking zone for their itinerary and needs. Transparent pricing, convenience, and promotions start their day on a positive and hassle-free note. 

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Shop

District retailers have access to guest data that allows for a more personalized shopping experience – including curbside delivery. 

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Easy Exit

When traffic is heavy, guests are incentivized to leave later with special promotions and optimized travel routes. Upon exit, guests can pay for parking on the app and arrange curbside pickup of the day’s purchases.

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VIP Planning & Service

Coordinate and plan every detail of an incredible game day using the virtual concierge. VIP Guest profiles and preferences allow for personalized white-glove service, fast pass through security, and special food and drink. 

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Actionable Intelligence

Retailers are alerted to add staff tomorrow to accommodate an influx of guests coming for a concert.

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Staffing on Demand

Staff can be reassigned in real time based on guest traffic and demand. 

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The Experience Design has two layers - enabling the transactions and activities that guests expect to engage in, and; pulling the guest one more click, one more step, one more window, one more area into the district to increase transaction volumes beyond what they originally intended. 

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Customer expectations are rapidly evolving towards a preference for the digital and physical coming together in the same moment and creating new, more robust, more immersive experiences.