The document presents the covid-suite, a comprehensive solution designed to assist businesses in optimizing operations, revenue, and visitor experience as they reopen post-covid-19. It highlights various strategies and technologies to manage crowds, improve communication, and enhance visitor engagement while addressing challenges businesses face during the reopening process. The covid-suite is a collaboration between multiple experts, emphasizing a tailored approach to meet individual business needs.

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

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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

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Covid-suite helps you
optimise revenue and
customer experience,
beyond the first step
of opening your
doors to the public.

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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.

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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.

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Many of the current
solutions are a great first
step to open for business.
But will they stand the
test of larger crowds?

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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

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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.

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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

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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

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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

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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

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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:

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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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