SUMMARY : Program Delivery & Operations

Service Operations · CX Delivery · Operational Design

My Role

Service Designer (Operational Program Delivery)

Designed communication flow, preparation guidance and coordination processes so participants could independently prepare and participate

Project Focus

Enable large multi-stakeholder education and cultural programs to run reliably by designing clear coordination systems and participant guidance — turning complex events into predictable operational services

The Problem

Many participant groups (students, teachers, performers, volunteers, host families, venues)
Information fragmented across organisers and messages
Participants depended on organisers for basic instructions
Preparation inconsistent and confusion common
Delivery risk increased with scale

What I Changed

Created participant guidebooks and clear step-by-step instructions
Standardised communication across schools, families and volunteers
Structured event run-sheets defining roles, timing and responsibilities
Centralised shared information through pooled communication channels
Anticipated common questions and addressed them in advance
Coordinated logistics (venues, transport, accommodation, schedules) through defined workflows

Operational Artefacts (Evidence): → Delivery guidance system

Result

300+ students coordinated across multiple schools

40 international performers navigated Melbourne independently using guidance materials

Large public showcases delivered smoothly (audiences ~800)

Reduced reliance on organisers for participant support

High repeat participation and positive experience

Key Insight

Operational risk came from unclear preparation, not event complexity

Clear guidance systems allowed large groups to act independently and reliably

DETAILS:

Designing Event Operation and Participant Experience

Reeya brought together experience from project management, marketing and community coordination to design events that could run reliably at scale — across multiple stakeholder groups, languages and locations.

Reeya's standout event was a cultural showcase "Kabayan Gets Married" at RMIT Storey Hall, drawing nearly 800 attendees, including Australians, Indonesian enthusiasts, and the Indonesian diaspora. As Event Manager, Reeya ensured seamless execution by overseeing:

Pre-event Organisation: Detailed planning and coordination.
Strategic Marketing: Crafting a compelling campaign to attract a large audience.
Performer Management: Coordinating over 60 performers with strict rehearsal schedules.
Logistics Management: Planning transportation for equipments, stage props, make up, childminding, and catering.
Rundown Creation: Ensuring clear communication for every segment involved on that event and a synchronised event flow.

All tickets sold out. The audience of nearly 800 included Australians, Indonesian enthusiasts and members of the Indonesian diaspora. Every operational element — from performer logistics to venue coordination — ran on schedule.

Pic courtesy of Paguyuban Pasundan Victoria Facebook

Picnic Concert with Muhibah Angklung

at the Indonesian Consulate General for Victoria and Tasmania

Pic courtesy of ABC News

A city walking tour was added to the program — giving performers structured time to experience Melbourne between rehearsals, reducing uncertainty about the city and keeping the group cohesive

A Picnic Concert featuring Muhibah Angklung was held at the Indonesian Consulate General (KJRI) for Victoria and Tasmania. The event even garnered news coverage by ABC News, highlighting its significance and impact.

Reeya successfully organised lodging and transportation for 40 teenage performers and 7 support staff, ensuring they were hosted by families across Victoria. To help these first-time visitors navigate their new environment independently upon arrival in Melbourne, she created a detailed guidebook with essential information. This facilitated clear communication among the performer team, host parents, and the organising committee, ensuring smooth preparation.

With clear guidance materials in place for performers, host families and organisers, the logistics ran without incident. Every student was accounted for throughout.

Events with Huntingtower School

At Huntingtower School, Reeya coordinated events for Bahasa Indonesia students — including the Inter-School Indonesian Language Immersion Day and the Inter-School Indonesian Speech Competition, engaging over 300 students from different schools.

Her responsibilities included event documentation, photography and building a pooling website so students from different schools could access shared information and preparation materials in one place.

The communication structure reduced the coordination load on teachers and ensured students arrived prepared, regardless of which school they attended.

Pic courtesy of Huntingtower Facebook

Event Management Resources

Event Guide Booklet

Project Plan

Event Booklet

This work experience represents Reeya's hours of project management, marketing and design thinking.

Interested in how this thinking applies to your organisation?

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