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Ensuring The Ultimate Visitor Experience
Optimize Your Venue
Improve visitor satisfaction and profitability by optimizing capacity, circulation flow, operating efficiency and visitor service delivery. Create a more successful venue with ORCA Consulting LLC.
Impressive History of Success
Since 1993, ORCA has provided quantitative and qualitative services to a variety of leisure, recreation and entertainment clients - including owners, operators, architects, and designers - to enhance facility performance, improve visitor satisfaction, and achieve their financial goals.
Applied "Guestology"
ORCA applies the concept of "Guestology" - a science combining quantitative analytical techniques with qualitative operational assessments - to help clients strategically analyze each aspect of their venue's capacity, layout, and visitor experience.
How do you ensure the ultimate visitor experience?
How do you ensure the ultimate visitor experience?
ORCA focuses over 100 combined years of Disney experience to identify and define issues and develop cost-effective solutions to ensure a comfortable and positive experience for visitors. Our capacity analysis services balance maximum visitor capacity with infrastructure, finding areas of opportunity to reduce congestion, improve visitor convenience, and increase penetration and conversion rates. Operational strategies help venues create efficiencies and reduce operating costs while promoting techniques that build an environment of improved employee performance and service delivery.
Our expertise is in…
Capacity and Circulation Analysis, Operations and Programming Assessment, Planning and Design Support, Admissions Strategies and Visitation Management, Organizational Development and Human Resources, Visitor Use Planning and Visitation Research,
Implementation Support, Visitor Services, Amenities and Wayfinding, and Business Strategies.
Learn more about our services…
State of the Art
Simulations and Analysis
At ORCA we strive to be ahead of the curve while also utilizing our past knowledge and experience. That’s why we accompany modern simulations with our tried and true spread sheet analysis to give our clients every viewpoint of their venue to help them improve their visitor experience.
The following videos are samples of what our pedestrian flow simulation software can do in 2D and 3D space.
A Few of Our Projects
Statue of Liberty National Monument
ORCA was contracted to spearhead the effort to reopen the Statue of Liberty Monument after almost three year of being closed to visitors for security reasons. Major challenges included the need to develop a new and meaningful visitor experience and train newly hired guides to effectively present this experience, the goal to substantially reduce the prior long waiting lines (in excess of 3 hours) for Monument access, and integrating new security measures – all within a short time frame and high-visibility environment.
In December of 2003, the Superintendent of the Statue of Liberty National Monument was directed to reopen the interior of the Monument (which had been closed since 9/11/01) to visitors by August 1, 2004. Within this 8-month timeframe, the team assembled by the National Park Service and managed by ORCA Consulting developed and implemented:
- a new visitor experience to replace the previous climb to the Statue’s crown;
- a reservation and timed ticket system for the Monument tour integrated with the ferry ticket system;
- new tour routes;
- a new security screening system and bag check facility at the Monument;
- a new signage package; and
- operating procedures and training for the new guide service staff.
In addition to planning and managing the development of new tour experience, ORCA took a hands-on role in the opening by conducting pre-opening test and adjust events to shake down operations, verify operating capacities, verify operating procedures (including evacuation procedures and the sustainability of operations), build operating efficiencies, and provide “hands on” training for employees. The Monument reopening, which was covered extensively by the media, was conducted on schedule on August 1, 2004. The new Monument tour has operated smoothly from Day 1 and continues to function effectively as initially designed.
Sponsor Pavilion for the Beijing Olympics
To meet the high attendance demand of an audience of “Olympic proportions”, the designers of the Sponsor Pavilion for the Beijing Olympics engaged ORCA to determine how to lay out and operate the pavilion so that thousands of visitors could pass through each day while minimizing wait times and over-crowded conditions. One of ORCA’s innovative solutions was a high-throughput theater which, combined with careful placement of the other exhibits, was designed to facilitate a smooth flow of visitors into and through the unique blend of museum, corporate display, hospitality center and open-air pavilion.
