Attendant Journey
Attendant Journey¶
Pre-Opening (Before Guests Arrive)¶
| Task | Tools/Devices |
|---|---|
| Check that all dashboards are running, set to the correct show, and that show is "Online" | PC, mobile devices |
| Verify mobile devices are connected to the GEM Dashboard and set to the correct show | Mobile phone or tablet |
| Verify that there are no left-over users from the previous day on the GEM Dashboard | Gem Dashboard |
| Verify that all devices are processed and none are left over in a PostExperience or InExperience state from the previous day | GEM Dashboard |
| Verify that the Signup App is running at all signup stations | Signup App |
| Verify that the printers for customer QR stickers are on and loaded. Use the signup app to sign up a test user and print one user label to verify that the feer works correctly and the sticker is aligned. Use an identifiable test name. | Label printers |
| Verify that Queue Monitor App is running on all Queue displays. It should be showing no team names or activity | Queue App |
| Verify that all headsets are powered on and batteries charged / charging | VR headsets, batteries |
During Operation (In the pre-show / queue area)¶
| Stage | Attendant Responsibility |
|---|---|
| Show Check-In Area | Greet guest, verify they have GEM signup stickers and if they don't. direct them to a signup station |
| Ask if their team is all there and if not, tell them to gather their team before checking in | |
| Observe if they are wearing any hats or carrying objects that would make it difficult to go through the experience and ask them to put them away before checking in. | |
| Observe if they have any children that are too small and let them know that the VR devices are not designed for children. | |
| Scan their QR codes with the "Let User In" option | |
| If the scanner refuses them entry with an "onboard area is full", have them wait until someone exits the show and then try again | |
| If the scanner refuses them entry with an "not entitled to this show", make sure they signed up for the correct show and are not using a previously used sticker | |
| On successful scan, instruct guest to keep an eye on the Queue Monintor and until it says that its their team's turn to get headsets assigned | |
| Queue Management | Answer guest questions while they wait. When teams are shown on the Queue Monitor as having headsets assigned, make sure teams do so |
| Make sure that when teams that have already received their headsts proceed to the correct stage when their name appears on the Queue Monitor as "Now Boarding" | |
| Headset Assignment | Verify that the entire team is together before starting to assign headsets |
| Check that nobody on the team is wearing a hat or has something that would be problematic before starting to assign headsets | |
| Verify that there are enough headsets currently available for the entire team before starting to assign headsets | |
| After assigning headets to entire team, instruct them to wait until their team name shows up on the "Boarding Now" section of the Queue Monitor. Indicate the way towards the stage and make clear that when they see their name they should walk to the stage |
During Operation (Onboard area in front of the stage)¶
| Stage | Attendant Responsibility |
|---|---|
| On arrival | Glance at the onboard dashboard and verify that the correct group has shown up to this stage. If they are at the wrong stage, direct them to the correct one |
| A group might be composed of more than one team. As each arrives, instruct them to stand in the onboard area and put on their headsets | |
| Assist anyone who seems to be having a problem adjusting their headset | |
| Before the onboarding tutorial starts, instruct everyone that at any time they are having any problem, they should raise their hand and keep it in the air until an attend arrives to help them | |
| When all the guests are wearing their headset, look at the dashboard to make sure the group is not red. If it is red, see which user and investigate. | |
| As the onboard tutorial is supposed to start, glance at the group and make sure they are all in the correct area | |
| As the onboard tutorial finishes, all the users should step forward onto the stage. If some guests do not step forward, instruct them that they should always follow the virtual footsteps |
During Operation (Stage - main experience)¶
| Stage | Attendant Responsibility |
|---|---|
| Watching GEM-Dashboard | Check for notifications. Do not let them accumulate. If a notifications is for something happening on the stage, read it immediately. |
| Watch for users whose dot turns red. This indicates an issue. Often the issue will resolve itself in a short while. If the issue does not resolve itself, a notification will be generated. Be aware of red dots, but wait until a notification to act. | |
| If a whole group turns red, it means that they are holding up people behind them. Walk on the stage and ask them why they are not moving | |
| Guest raises hand | If a guest raises their hand, take mobile device and a spare headset and proceed out to the stage to investigate the problem. |
| If guest is having a technical problem, do not try to diagnose it immediately. Use the mobile app to reassign their headset. Wait to make sure they rejoin the experience as expected and return to the attendant station with their previous headset. If a problem with the headset is suspected, use the mobile app or the GEM Dashboard device panel to quarantine the headset. | |
| If reassigning headset does not resolve a technical problem, deboard the user (and, if they wish, other members of their team) and explain they will have to restart the experience | |
| If guest did not understand they were supposed to move, tell them to always stay in the square and follow virtual trails. Direct them to where the rest of their group is. | |
| If guest is not feeling well, determine whether the guest should have a "Leave" operation performed. Ask if other members of their team would like to leave as well. Explain that they will be able to check-in to the experience later |
During Operation (Device processing)¶
| Stage | Attendant Responsibility |
|---|---|
| Offboard area | Collect devices turned in by guests leaving the show |
| Collect devices from stage addendants that they have collected when reassigning devices | |
| Backroom | Replace battery with fully charged one |
| If battery has been replaced, visually verify that the device is powered on and running the app (i.e. not in the Lobby) | |
| Clean device | |
| Use mobile app to scan device and mark it "Processed". | |
| Return processed devices to the pre-show area where headsets are being assgined | |
| Pre-Show area | Place newply processed devices neatly on racks intended for purpose |
Troubleshooting¶
| Stage | Problem | Solution |
|---|---|---|
| Signup Station | User stuck on signup screen | Make sure that guest has selected an avatar and a language. The save button will not activate unless all selections have been made |
| Printer did not print stickers | Check that the printer is online. Check that the printer has labels. Use the reprint button. If the user has already dismissed the panel with the reprint button inform the user that the team will have to signup again | |
| Show Check-In Area | A team member has lost their sticker | Scan a member of the team that has a ticket. The entire team now shows up in the Onboard Queue section of the Onboarding dashboard. Open the menu next to name of the guest who is missing a sticker and select "Show QR". Select "Print" and instruct the guest where to pick up their replacement sticker. |
| Team says that they are going to do the experience without one or more of the team members who originally signed up with them | Scan in the members that are going to do the experinece. In the Onboard Queue section of the Onboarding dashboard, find the team and select "Leave" next to the guests who will not be doing the experienece. | |
| Onboard Area | Guest is having difficult adjusting headset | Determine if it is a user issue, or if the headset strap is faulty. Help with adjustment, or use mobile app to reassign device as appropriate |
| Not all teams in the group arrived at onboard area and tutorial should be starting | Deboard the teams that have not arrived (or have partially arrived). Instruct them to stand off to the side; they will automatically be in the next onboarding group some number of minutes later. |
End of Day¶
| Task | Notes |
|---|---|
| If there are any teams in progress on either the Onboarding dashboard or the Monitoring dashboard, select "Leave" for each to clear the show. | |
| Clean attendant workstations (screens and mobile devices) | Use appropriate disinfectants |
| Report any unusual problems through the day to the Operator | The operator should collect logs and send them to the GEM team |
| Power down or secure devices | As dictated by site-specific protocol |