Design of a mobile service platform for public events: Improving visitor satisfaction and emergency management

Large public events are quite common in metropolitan areas and those being responsible for the organization have to cope with high complexities. Due to high concentration of individuals, incidents can have devastating effects. Here, emergency management systems utilizing mobile communication infrastructures can provide support. In this contribution, we present the design process of an emergency management system based on mobile communication infrastructure, which allows the integration of mobile value-adding services. We demonstrate that it meets requirements derived from literature better than existing systems. We also present in detail the design process of the system, which was developed using a scenario-based design approach, based on results of interviews with various stakeholders. In addition, we present exemplary mobile commercial services that can be integrated into the EMS and discuss the benefits to the users of such a system