이벤트 행사장 군중 관리: 안전과 수익 보장

### 주요 이벤트에서 군중을 움직이는 예술과 과학
* 🏟 주요 이벤트의 군중 관리에는 **사람들의 안전과 행복**을 지키고 **수익을 극대화하기 위한 세심한 계획**이 필요합니다.
* 🎟 첫 번째 과제는 **사전 이벤트 활동을 통해 조기 도착을 유도**하여 도착 곡선을 평평하게 만드는 것입니다.
* 🚶 ↪f_200D↩♂️ 일단 입장 시스템은 사람들이 불편을 겪거나 잠재적인 혼잡 문제를 피하기 위해 **계속 움직이고 만족할 수 있도록** 해야 합니다.
* 간단한 메뉴와 빠른 결제 등 **효율적인 매점 디자인**을 통해 매출을 크게 높일 수 있습니다.
* 🚇 행사 후에는 교통 허브의 혼잡을 방지하기 위해 **군중을 효과적으로 분산시키는 것**이 중요합니다.
* 🚶 ↪f_200D↩♀️ 군중을 물결 모양으로 풀어놓는 등 다양한 전략을 사용하여 **행사장을 떠나는 사람들의 흐름**을 관리합니다.
* 🏅 2012 런던 올림픽에서 사용된 것과 같은 특수한 관중 관리 시스템은 **특정 장소와 상황에 맞게 설계**되었습니다.
* 🤔 "가장 어려운 부분은 **사람들이 무엇을 할 것인지 예측**하는 것입니다. 항상 맞출 수는 없지만, 그렇기 때문에 흥미롭습니다."

주요 행사에서 군중의 이동과 안전을 극대화하려면 도착, 입장, 양보, 해산을 계획하여 효율성을 보장하고 재난을 예방해야 합니다.

- [Narrator] Say you have tickets to a music festival like this. The way you get inside may look different depending on the venue. Whether you're funneled through multiple lanes or a single lane Disney queue, nearly every square foot of major events layout has been engineered by people like this. - If no one knows what we do, we do a good job. - [Narrator] The shape of the line you wait in, the pathways you follow to leave, all contribute to the same goal for any major venue: Keep people safe, happy, and make money. - Even if you have the most careful planning, things can still go wrong. - [Narrator] In the worst case, losing control of a crowd could cost people's lives. So, we asked an expert how to move tens of thousands of people through a major event to maximize profit and avoid disaster. Now, every venue is different, but there are a few key stages to moving any crowd.

Arrivals, halftime, and departures. So, we're looking at people from the front door, right to their seat. Planner's first goal is to slow the flow of people into an event by flattening what they call the arrivals curve. Sports events typically look something like this. People generally arrive earlier at more family-friendly events and much later at American football games because people tailgate. The ideal scenario would be that for everybody to arrive uniformly, but it never will. So, the flatter we can get that curve, the better. One way to flatten that curve is to encourage people to arrive early by setting up fan zones or other activities on site before the event. That means less crowding at the entrance and more opportunity for the venue to make money. Once people do make their way to the gates, planners face their next big challenge: screening and getting everyone inside. At the base level, we're looking at keeping everyone safe.

and moving, and not getting
crushed, or not getting hurt. - [Narrator] The secret to
any smooth entry system? Keep people happy. - [Brett] Keeping people moving keeps people relatively happy
and avoids that frustration. - [Narrator] But if you're stuck in line without any indication
of when you'll be out? - [Brett] That's when you
get that crowd behavior of almost like a hive mind, where that frustration will
most permeate and build. - [Narrator] That feeling of progress can actually be engineered
through the shape of the line or, as the Brits call it, the queue. - There's lots of different
ways you can organize a queue, and here are just some examples
of the way you can do it. - [Narrator] You might see
this disorganized queue when there are smaller,
tighter spaces to squeeze into. - It takes up a little
space, but the disadvantages

are that there's no equality of service, so those more aggressive people
will push towards the front. - [Narrator] If there's more space, you may see multiple lane queues. - It takes up a little bit more room, but it does mean that there's equality in terms of the front of the queue. The disadvantage to this queue again is indecision at the start. Which queue do I join?
Which one's moving quicker? And you have also got
the potential for people to try and hop into different queues. - [Narrator] And then, there's
the S-shaped single queue, also known as the Disney queue. - The single lane queue gives equality because everybody joins the start and everybody finishes at the same point. One of the disadvantages here
is that in a halftime scenario for the first person to get
served, it's a long walk, so you are losing time
off the first server. - [Narrator] One way to solve
for that is with the hybrid.

It takes up more space, but gives you the best of single and multiple lanes. So, you're giving everybody the same queuing system as they join and the equality of that queue, but then you're joining short queues so that each server has got somebody waiting as soon as they're ready. Once you make it inside, planner's next big challenge is maximizing efficiency in sales of food and drinks. Brett has the concession stand design down to a science. We want to have big signs and big obvious ways of getting to that stand. We want people to be attracted over, but in a straight line, not circulate. Although you wanna offer people choice, you don't want too many choices as it just creates hesitation and decision-making. So, the more simple the menu or the simple the drink options, the better. And that helps not just the people making decisions approaching the stand, but it also helps the servers.

And that way you're maximizing the turnover. - [Narrator] Say a venue is able to take the amount of time people wait at the counter from 60 seconds down to 30. They could effectively double their sales. That's why some stadiums have opted for bottoms up beer taps like this. They allow servers to serve more items in less time because they can do other tasks while the cups fill up. - Anything there that can shave 5, 10, 15 seconds off a transaction will increase that total revenue in that short space of time. - [Narrator] The next wave of crowd movement is expected to come at the end of the event. That's when planners need to find a way to get tens of thousands of people home. - So, ideally what you want with the crowd is for it to disperse into the local area and go into different directions. - [Narrator] At Hyde Park, for example.

The direct station obviously is Marble Arch Station over here. So, we have got crossings over from these islands. You we can slow people down as they leave. And also people who exited from the side of the park over here. And this then gave them other options. They could walk up Park Lane to the station, or they could start to filter into the west end to go for a drink or whatever. What you're trying to avoid is everybody leaving the venue and just steaming straight to the station and standing outside in a huge queue. - [Narrator] One way to slow the flow of a crowd is to break people up into different groups. Take Wembley Stadium. At the end of the night, the crowd is released in waves to manage the flow into the train station. - If you allow too many people in at the station here, then the crowds on the platform will become unsafe. And then, you can obviously have people

falling onto the lines or just purely not being
able to get on trains. - [Narrator] But not
every venue is designed to move tens of thousands
of people at once. For the 2012 London Olympics,
Brett designed a system to move crowds of up to 15,000
people to and from a venue down a narrow sidewalk, across a road, and through a narrow station entrance. The venue was emptied in about 45 minutes. - And so, what we came up with was a way of holding people in a series of pens. - [Narrator] The crowd
would come out of the venue, wait in this area here, and then they'd be guided into pens, which were the same width of
the sidewalk across the street. When the traffic lights
turned red, the pens opened, people walked across the
street and down to the station. - And what this meant
was that this footway was never overcrowded.

People didn't step into the road. And that as this slowly filtered down, it fed through the narrow
part of the station. So, you didn't get the crowding at the entry point or on the platforms. - [Narrator] While Brett's work
may not be in the spotlight, it's planning like this that
can often make the difference between a night to
remember for the fun of it or an event gone wrong. - The hardest part is
predicting what people will do. Can't always get it right, but it's what makes it interesting.

Expert Explains the Hidden Crowd Engineering Behind Event Venues | WSJ Pro Perfected

The Wall Street Journal takes you inside carefully selected stories and events in a visually captivating way so you can dig deeper into the news and insights that matter to you. 

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주요 이벤트에서 군중 관리의 예술과 과학

주요 경기장에서의 군중 관리는 안전, 행복, 수익을 위해 매우 중요합니다.

관중 이동의 핵심 단계에는 도착, 하프타임, 퇴장이 포함되며, 도착 곡선을 평평하게 만들어 관중 흐름을 고르게 분산하는 데 중점을 둡니다.

조기 도착을 장려하고 이벤트 전 활동을 제공하면 이를 달성하는 동시에 공연장의 수익도 높일 수 있습니다.

모든 참석자의 안전을 보장하는 것이 가장 중요한 목표인 이벤트 기획자의 또 다른 중요한 과제는 모든 참석자를 선별하고 안으로 들여보내는 것입니다.

고객 만족을 위한 효율적인 대기열 설계

효율적인 대기열 설계는 고객의 만족도를 유지하고 불만을 방지하는 데 매우 중요합니다.

무질서한 대기열, 다중 레인 대기열, 단일 S자형 대기열 등 다양한 대기열 레이아웃은 각각 형평성과 고객 경험 측면에서 장단점이 있습니다.

대기열의 형태는 고객의 진행 상황에 영향을 미치고 전반적인 만족도에도 영향을 줄 수 있습니다.

대기 줄이 짧은 단일 대기 시스템을 사용하면 서버 효율성과 고객 대기 시간을 최적화할 수 있습니다.

메뉴와 음료 옵션을 단순화하면 고객을 유치하고 의사 결정 속도를 높여 궁극적으로 매출 회전율을 극대화할 수 있습니다.

바텀업 맥주 탭과 같은 시간 절약 전략을 구현하면 거래 시간을 줄이고 서버가 멀티태스킹을 할 수 있어 매출을 크게 늘릴 수 있습니다.

이벤트가 끝난 후 원활한 퇴장을 위해서는 관객을 여러 방향으로 분산시켜 지역 혼잡을 완화하는 것이 중요합니다.

도심 행사장에서의 군중 흐름 관리

마블 아치 역은 다양한 출구 옵션을 만들고 흐름을 늦추는 등 군중을 분산하고 긴 줄을 서는 것을 방지하기 위해 다양한 전술을 사용합니다.

웸블리 스타디움은 열차 플랫폼의 안전을 보장하고 과밀을 방지하기 위해 군중을 파도처럼 흩어지게 합니다.

2012 런던 올림픽에서는 펜 안에 사람들을 가두는 시스템을 도입하여 45분 만에 최대 15,000명의 사람들을 효율적으로 경기장 안팎으로 이동시켜 인도의 혼잡을 방지했습니다.

이벤트 기획을 위한 군중 행동 예측

군중 통제 조치는 역과 입장 지점의 혼잡을 방지하여 전반적인 경험을 개선할 수 있습니다.

성공적인 이벤트를 위해서는 눈에 띄지 않더라도 효과적인 계획이 중요합니다.

인간 행동의 예측 불가능성은 이벤트 기획에 흥미로운 과제를 더합니다.