Kristin Haynes

Chief Customer Officer Venues NSW

Conference Day Two: Tuesday, 22nd September 2020

Tuesday, September 22nd, 2020

11:00 AM CASE STUDY: Enhancing The Fan Experience Through Journey Mapping, Before The Ribbon Is Cut for 30,000 Spectators.

Venues NSW is the owner, coordinator and promoter of a portfolio of publicly owned sports and entertainment venues in NSW. It raises revenue through commercial activities such as hiring venues to sports and entertainment organisations, event ticketing, hospitality and catering. Kristin Haynes will discuss how they identified the key areas of focus to enhance the fan experience before the opening of Bankwest Stadium in 2019 as well as the on-going program for each of their venues including an insight into the new Stadium Australia experience when the doors reopen in 2023.

  • Identify, through research and data, where the fan experience is lacking and how to improve it.
  • Understand the “real” pain points and develop initiatives tailored to each venue.
  • The on-going role of journey mapping and personas to ensure the right areas of focus.


Check out the incredible speaker line-up to see who will be joining Kristin.

Download The Latest Agenda