An urban management framework for crowd movements in hajj: a user-centric approach

This thesis explores the complexities of urban management in the context of crowd movements during mega-events, with a particular focus on the Islamic pilgrimage of Hajj. The research aims to develop a user-centred management framework that enhances both crowd movement conditions and user experience, addressing the limitations of traditional top-down management approaches. Through a multidisciplinary approach that integrates theories from event management, crowd dynamics, and user experience, the study offers a novel perspective on managing large-scale gatherings, where the safety and satisfaction of participants are paramount. The research establishes the importance of urban management in facilitating effective crowd movements during mega-events, particularly addressing the unique challenges of Hajj, a religious event in Makkah that annually draws millions of pilgrims. The study identifies critical variables and correlations within urban management, event activities, and user experience, highlighting the need for a user-centric approach. The research examines urban management variables influencing crowd movements and analyses existing literature in order to identify gaps in the current understanding of crowd dynamics, particularly the formation and impact of collective behaviour during mass gatherings. A significant focus is placed on the pivotal role of user experience in shaping innovative crowd management strategies, employing tools such as User Journey Mapping (UJM) to dissect the collective experiences of pilgrims. The thesis further contextualises the study with a historical background of the Islamic pilgrimage, detailing the Holy Sites' rituals, circulation patterns, and significance.

The research employs a mixed-methods approach, including surveys, interviews, and observational studies, to gather data during Hajj in 2021 and 2022. This data presents an in-depth analysis of crowd movement conditions during Hajj, identifying key challenges and proposing strategies to improve crowd control and user experience. The analysis from the user's perspective identifies touchpoints that influence crowd dynamics and underscores the importance of considering users' needs, expectations, and experiences in designing effective crowd management strategies. Moreover, the research introduces an urban management framework comprising three overarching themes: Event Management, Crowd Movement, and User Experience, each divided into sub-themes that collectively form a comprehensive approach to managing crowd movements during mega-events. The research synthesises these findings, relating them to the initial research questions and theoretical framework. It advocates for a user-centric strategy prioritising inclusivity, safety, and user satisfaction. It introduces the User-Centric Management Canvas (UCMC), a practical tool designed to guide event organisers in adopting this new approach. This framework offers a structured yet flexible method adaptable to various mega-event contexts. In conclusion, this thesis marks a significant contribution to urban management, providing a blueprint for future research and practical applications in crowd management. It sets the stage for a paradigm shift towards more empathetic and effective management of mega-events, potentially enhancing participants' safety and spiritual fulfilment at events like Hajj, with global applicability to other large-scale events.