A SELECTION OF PREVIOUS WORK:
Spectators watch Marathon Swim at London 2012 Olympics
LONDON 2012 OLYMPICS
As Head of the Spectator Experience Function, Heather oversaw the planning and design for the overall Olympic experience of 11 million Spectators.
This included creation of the Spectator Vision, implementing a Customer Strategy, Customer Segmentation and Journey Mapping. In addition, she oversaw Spectator Risk and Mitigation Planning across all Customer facing Operations Teams; (Digital, Event Services, Communications, Transport, Security, etc) and designed additional activations and communications to change Customer behaviour.
Heather worked across all internal London 2012 departments involved in the delivery of the Spectator offering, and with a wide variety of National and International external stakeholders. Significant venue reviews were undertaken to ensure Venues and Operations were fit for Customer purpose. She oversaw the implementation of additional Operational Measures and activations to remove risk. Heather ensured that this was delivered with a research focused approach.
In addition Heather oversaw the creation of the first Olympic entertainment programme for the Olympic Park and common domain areas. The design of this entertainment programme was as an overlay to operational risks and problems with the objective to solve issues such as crowd flow and queue issues.
“Heather made the London 2012 Games a Games for everyone. Through hard work, incredible imagination, creativity and leadership, Heather led a team of thousands and acted as a beacon for the customer in a high pressure operational environment. An outstanding talent”
KPMG 'ONE FIRM'
KPMG 'One Firm' Event 2014
Experience360 worked alongside the internal team at KPMG to ensure this corporate cultural change event was a success. A 17,000 strong show at the O2, we worked with KPMG to understand the audience profile, align that to the objectives of the event and ensure that the overall experience ran efficiently.
Working to segment the KPMG audience and review the 'Customer Journeys' over the course of the experience, we were able to advise on operational risk mitigation and to help the client ensure the show itself could achieve its objectives.
UAE Pavillion, Dubai 2020, Artist's Impression
DUBAI EXPO 2020
We consulted on the design of the Dubai 2020 Expo Park Experience, including all the Operations Functions and Services. The overall remit was to ‘design’ Dubai’s Expo experience against the core Expo attendees; both ticketed visitors, but also Expo Participants, VIPs and Expo Family.
We advised on the creation of a Service Catalogue for the Operations Committee. This tracked every single touchpoint on the Consumer Journey to allow for effective planning of each element. In addition, we advised on the development of a Functional Area Operational Plan for Event Services and the development of all Concept of Operations documents for the experience.
These fundamental planning tools are now being used on daily basis as the Committee work towards delivery of the event.
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