EXPERIENCE ROD LAVER ARENA
Revenue built around real live-event pressure.
An experience-led operational lens for one of Australia’s most recognisable event environments, connecting movement, service, infrastructure and technology into a faster fan journey.
A faster, clearer
service environment
without the payment
queue.
Rod Laver Arena is a high-pressure live-event environment where major audiences, premium expectations and short service windows meet. Fan Led reframed the outlet as part of the wider fan journey, not just a retail space.
The opportunity was to reduce friction at the exact moments demand peaks: before play, during breaks and between key parts of the programme.
Technology disappears when the journey feels obvious.
The work connected store layout, customer flow, physical design, fixture delivery, digital infrastructure, entry and exit gates, camera coordination, signage, testing and go-live support.
From pressure points to a service model that moves.
Fan Led designed the outlet around the real-time peak demands. This meant connecting entry, product selection, automatic payment, team readiness and operational support in one high-volume service model.
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Peak-demand mapping
Identified where queues formed before and during event peaks, then designed the service model around those pressure points.
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Just Walk Out payment
Removed the payment queue so fans could tap in, take what they wanted and leave without stopping at a checkout.
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One-flow customer journey
Designed entry, product selection and exit as a single movement path to keep fans moving through the space.
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Camera and sensor system
Embedded cameras, sensors and transaction logic into the bar environment without making the experience feel complex.
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Staff, signage and go-live support
Prepared the team, signage and launch process so the new model was clear before event pressure hit.
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Connected operating model
Brought venue operations, payments, product movement and support into one service model for high-volume events.
- 12 FANS PER MINUTE
- 14 HOURS
- 0 QUEUE
- 1 CONNECTED SYSTEM
A service model built for the moments demand mattered most.
The service model integrated camera vision, sensor fusion and transaction technology to identify selected items and process payment automatically as customers exited.
The result was stronger fan throughput, less payment friction and a more commercially effective food and beverage environment when demand was at its highest.
Real value came from designing technology into the operational journey.
When movement, service, information, infrastructure and technology work together, the experience becomes easier for fans and more manageable for the teams delivering it.
