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KCA London Operations Services - Mishkat case study


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A short presentation introducing how KCA London supported the set up of the interactive science centre Mishkat in Riyadh, Saudi Arabia.

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KCA London Operations Services - Mishkat case study

  1. 1. Supporting the performance of visitor experiencesThe Mishkat case studyKCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  2. 2. By combining creative thinking with strategic planning,we support the delivery of memorable visitor experiences We are a collaborative of highly experienced practitioners who deliver operational solutions toour clients. With primary experience of managing popular destinations, exhibitions and visitorprogrammes on an international scale, we can help you set up your operational framework,enhance your visitor experience through staff and resources, and be commercially robust. Our services include: Visitor flow analysis Operational design guidance Brand and communications planning Governance planning Policy planning Standard operating proceedures Ticketing options appraisals RFP delivery and appraisals Retail set up and training Product licensing Staff recruitment Staff training Visitor programmes Learning resources Website development Marketing plans Secondary revenue planning Commercial viability consultancyKCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  3. 3. 1. The Energy Futures gallery, Mishkat, Saudi Arabia 3. The Energy Playground, Mishkat, Saudi Arabia2. Training of the Mishkat Facilitators
  4. 4. The Operational Design Journey of Mishkat, Saudi ArabiaMishkat is a 4,200 square metre science discovery centre in Riyadh, Saudi Arabia. A first of its kindin the region, the client aspiration was for Mishkat to be a model of international best practicewhilst being considerate of its unique cultural context. Our initial challenge was to guide theoperational development of the destination from concept design through to build.We interfaced with the design and build team to ensure Mishkats back and front of house facilitieswere operationally sound and visitor focused. We responded on the design drawings and exhibitconcepts, commenting on space planning and anticipated maintenance provisions. We detailed theservices and technology needed to run the Centre smoothly and efficiently. We ran workshops withlocal audiences to better understand their needs. We took the client on a visitor journey, profilinghow audiences may flow through the space and anticipating what challenges may arise andengineering how they will be overcome. We planned how Mishkats offer could grow in the future,and advised on what provisions were needed to enable this to happen.By combining our scientific approach with creative problem solving, Mishkat was designed to befunctional, visitor focused and operationally sustainable.KCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  5. 5. Developing Mishkats identityAs Mishkat was a new type of offer for the people of Saudi Arabia, its branding, market positioningand communications were critical in capturing the imagination and interest of its intended public.Managing a team of talented designers and communication specialists, we guided the clientthrough the brand development process so they could independently determine its final iterationwith their stakeholders.We also advised on how the spirit of this brand should be represented through all of Mishkatscommunication medias. This included the website, stationary, staff uniforms, branded retailproducts and onsite resources such as maps and visitor guides.We also devised a detailed marketing plan, advising on market positioning and vehicles ofcommunication such as social media, traditional advertising and press management.KCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  6. 6. 1. Mishkat Energy Trail Visitor Guide 3. The homepage of the Mishkat website2. Mishkat business cards artwork
  7. 7. Guiding contract service agreements, policy planning andstandard operating proceeduresAs with any visitor destination, it is essential that Mishkat provides exceptional visitor service –from the standard of the cafe offer, through to how staff respond in the case of an emergency.We authored Mishkats request for proposals for catering, cleaning, security an ticketing. Theseproposals were drafted in consultation with a specialist panel including decision makers from theO2, London Transport Museum and the Science Museum, and advised the clients on what responseoffered the most security and value.We authored Mishkats policy and proceedural documents. This included the customer care policy,evacuation proceedures, disaster plans, handling complaints, staff management and lost visitors,amongst many others. We took an iterative approach with the client, running a workshop with themanagement team in Riyadh and ensuring that the documentation was considerate of its culturalcontext and the mission of Mishkat.KCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  8. 8. Mishkat RetailDrawing on our team members specialism in setting up retail environments, branded products andlicensing, we advised on the shop design and EPOS system, and delivered a range of content relatedretail products that will both appeal to the audience and be on message. We also advised onpricing, managing the supply chain and levels of stock.We also developed a line of branded items that not only related to Mishkats content but alsoadvanced and promoted the Mishkat brand.Training was delivered onsite in Riyadh, including product knowledge and shop operations.KCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  9. 9. 1. Mishkat retail bags 3. Branded Mishkat T-shirts2. The Energy Store, Mishkat
  10. 10. Mishkat Visitor ProgrammesAn exciting programme of events, shows and workshops encourage repeat visits and enhance thevisitor experience by creating a new offer that is social, fun and educational. We werecommissioned to develop a hands on workshop and an energy packed science show, and train theMishkat Facilitator team on how to perform these programmes to a large audience.Drawing from our inhouse experience and content expertise, we worked with Techniquest toaugment their workshop Bright Sparks and created a brand new show with the Science Museum.Our role was to manage the content, ensure they were appropriate for their cultural context andmanage the logistics of the props and training delivery.KCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  11. 11. The Mishkat Energy Show trialled at the Science Museum, London
  12. 12. Planning Mishkats workforce, recruitment and trainingA visitor destination designed to engage and inspire its audiences are reliant on enthusiastic,informed and motivated staff to manage and facilitate the visitor experience.We authored the Governance plan for how Mishkat is managed, and the staffing structure definedMishkats departments and their functions. Job descriptions were authored, and we interviewedover 65 candidates. We advised on the levels of staffing, and how they should be rostered andmanaged.It was important the client that all levels of staff were orientated to their new roles, learning frominternational best practice and being guided on how it can be adapted for their operations. Wemanaged this process, connecting the Senior Mangement with their equivalents at Britains firstpurpose built science centre in Techniquest. The Facilitator staff, charged with engaging the visitorsthrough interaction and performance, received a week of intensive training at the Science Museum,London which was followed by onsite training in Riyadh delivered by KCA London. The onsitetraining included disability awareness, health and safety, managing difficult visitors, learningtheory, working with children, working with families and science communication training.We are also providing maintenance support, drawing on our team of experienced exhibitengineers.KCA London LLP 55 Riding House Street, London W1W 7EE United KingdomTel: (+44) 20 7928 6482Email:
  13. 13. 1. Mishkat onsite training 3. Presntation skills training at the Science Museum2. Mishkat osite traing
  14. 14. Mishkat onsite training