Meeting 2 – 2023/24
Date: Monday 12th February 2024
Time: 10:00 – 12:00
Location: London Stadium

Attendees

Club staff

Lee Woodcock, Supporter Engagement Manager
Charlotte Kennedy, Marketing Fan Engagement & Events Lead
Ruth Kennedy, Matchday Safeguarding Manager
Megan Carruthers, Events & Fan Engagement Executive
Stephen Ofori-Boateng, Supporter Services Executive

JSB Members

1.    Richie
2.    Rose
3.    Grace
4.    Zach
5.    Lenny
6.    Austin
7.    Fraser
8.    Mae
9.    Kora
10.    George

Agenda

1.    Introductions
2.    Itinerary
3.    Review of actions from Meeting 1
4.    New actions
5.    2023/24 Junior Supporters’ Board Terms of reference
6.    First-team open training session

1.    Introductions
Lee Woodcock (LW) opened the meeting by welcoming all Junior Supporters’ Board (JSB) members back for Meeting 2 and asked how they found Meeting 1. The meeting continued onto the agenda of the day the JSB had raised for discussion. These included:

2.    Agenda

LW took JSB members through the agenda for the day, including:

1.    Introductions
2.    Agenda
3.    Review of actions from Meeting 1
4.    New actions, submitted by JSB members
5.    2023/24 Junior Supporters’ Board Terms of reference
6.    First-team open training session

3.    Review Of Actions from Meeting 1

All feedback and actions from Meeting 1 have been raised to different departments at the Club. LW starts the review of actions with ‘JSB 1/1-23-24’:

JSB 1/1-23-24 - JSB crest (LW)

LW explains that the crest has been used on whufc.com and features on the new JSB Flag which features on rotation in the West Stand on a matchday. JSB happy with the outcome of the JSB crest.

JSB 1/2-23-24 – JSB Flag (LW)

LW reveals new JSB flag displayed in the Boleyn Social and explains that it has been displayed in the West Stand since the Manchester United fixture in December.

JSB 1/3-23-24 - Review junior fan area of the matchday programme (LW)

JSB discussed that they prefer the fold-out content in the matchday programme. LW confirmed that since Meeting 1 the matchday programme has featured two fold-out posters in the Manchester United and Arsenal programmes. JSB members deliberated and confirmed they would like to see an alternative-quiz page with quizzes aimed at both junior and adult supporters.

JSB 1/4-23-24 - Look at ways to share the Club’s history in a way that resonates with younger fans. (CK)

LW introduces Charlotte Kennedy (CK) to introduce a plan to share our Club history that resonates with junior supporters.  CK explained that a history section could be hosted on the junior page on whufc.com, potentially through a comic style.

JSB 1/5-23-24 – Hammerhead and Bubbles matchday locations (LW / CK)

CK asks the JSB for their thoughts on where Hammerhead and Bubbles would be best located on a matchday. A discussion was had around deployment of Club mascots, with the North side (between Turnstiles K and J) of the Stadium identified as a key area. JSB members also mentioned that they would like to see the mascots take part in half-time activations.

JSB 1/6-23-24 - Review JSB idea to create junior competition to win prizes (CK)

CK announces that a competition is launching tomorrow (Tuesday 13th February 2024) where supporters can submit a drawing of Hammerhead, for a chance of winning a pre-match pitch side experience to meet Hammerhead. 

CK enquired about what dream prizes could be won, JSB suggested prizes could include:

•    Signed shirt
•    Replica shirt (Unsigned)
•    FC25 game

CK asked JSB members what competitions they would like to see announced in the future. JSB members suggested the following:

•    Design a West Ham United shirt
•    Quizzes

JSB 1/7-23-24 - Review junior takeover for the Half-Time Quiz (CK)

CK announced the next Hammer Time junior takeover will take place at the Aston Villa fixture.

JSB 1/8-23-24 - Explore Open Training Days at London Stadium and more opportunities to interact with players (CK)

CK is looking at ways to further facilitate player meet and greet opportunities for supporters. JSB members also suggested for the Club to review signing sessions at the Stadium Store. LW asked all members where they would prefer these events to take place. After discussion JSB members suggested that they should all be hosted at the Stadium Store as a central location for supporters.

JSB 1/9-23-24 - Review junior web/app experience and junior matchday guides (CK)

CK confirmed that the website (whufc.com) junior matchday guide will come first, with the App a long-term project. Junior matchday guides will continue to be worked on ahead of Meeting 3.

JSB 1/10-23-24 - Review JSB suggested ideas for Christmas (CK)

CK confirmed that the Club hosted the following activations for Christmas:

•    HT Quiz at the Manchester United fixture
•    Santa pitch side at the Manchester United fixture
•    Christmas Wishes (https://www.whufc.com/news/submit-your-west-ham-christmas-wishes) 
•    Christmas event at Stadium Store

JSB 1/11-23-24 - Toilet facilities on the stadium island during matchdays (LW)

JSB members explained that the portable toilets were not clean post-match. LW mentioned that the toilets are cleaned after each match. JSB members identified that toilets could be installed before the search lanes, near Bridge 1 (Haugen Restaurant). LW explained that this is outside the Stadium footprint, however, will raise this with the relevant teams.

JSB 1/12-23-24 – Raise and monitor use of accessibility lanes on matchday (LW)

LW explains that the Disabled Supporter Assistants (DSAs) manage the accessibility lane until 15 minutes prior to kick-off to assist with the pre-kick-off congestion. 

4.    New Actions

The meeting continued onto the topic discussions the JSB had raised ahead of the meeting, this included:

Junior meals

LW starts the discussion asking what JSB would like to propose. JSB asked whether it would be possible to create a ‘Hammers Meal’ junior lunch box, which would include a sandwich, crisps, snack and juice box. JSB members suggested that the box could be West Ham branded and feature a quiz, colouring pack and West Ham facts. A JSB member suggested that this could tie in with action ‘JSB 1/4-23-24’ and feature a history comic of West Ham United.

Another idea put forward by the JSB was for there to be a junior discount for U16s. JSB discussed the process for juniors to access the discount, it was mentioned that the discount would be available on production of Season ticket at all Delaware North kiosks. JSB also highlighted that this may not work as parents may use kids’ tickets to obtain discounts.

LW plans to pass feedback directly to Delaware North.

Matchday programme

JSB shared an idea for the matchday programme to be more interactive and feature more posters and junior quizzes. JSB member also put forward an idea for a ranking system to be included, where you win a certain number of points per question and at the end you can tally the questions to see where you rank on a table: Winners, Champions League, Europa League, Conference League, mid-table and relegation.

Mascots

JSB members would like to see the junior mascot announcements made closer to kick-off. The announcements would feature favourite player and age. LW said that this will be discussed at the next matchday meeting and added as an action.

Fan Engagement

•    West Ham App & Games

LW introduces CK to present the fan engagement topic discussions. CK asks what interactive games junior supporters would like to see featured on the West Ham App. JSB shared the following ideas; Football game, competitions, Wack-a-mole and penalty competition. LW asks JSB members what platform they use for information, with the app being the main source. 

JSB member also put forward an idea that the user playing the game for prizes would have to input their client reference number to ensure that only juniors can win prizes.

•    Junior Half-time

JSB said they would like to do some more engaging activations at half-time, suggesting a penalty shootout, Hammerhead vs and a screen Based Quiz.

CK to review half-time activations.

•    Pre-Match Activities

Discussions were had around pre-match activities that juniors can get involved with. JSB suggest preloading the quiz, so supporters would not need signal to take part.

CK to review pre-match activations.

LW will send over actions from meetings, with JSB members all agreeing on the matters raised. The Club will be seeking the views of JSB members between now and the end of the season on how they feel we may be able to further enhance the atmosphere and experience on matchdays.

5.    2023/24 Junior Supporters’ Board Terms of reference

LW sent proposed 2023/24 terms of reference to JSB members to review ahead of the meeting. LW asks JSB members if there are any changes or questions the JSB would like to raise regarding the terms. JSB members deliberated and confirmed that they were happy with the terms of reference proposal. 

LW asks for a show of hands to confirm the terms of reference, all ten JSB members raised their hands to approve.

6.    Open training session

JSB members left the meeting to head to the West Stand Lower to watch the open training session, before having photos and a signing session with available first-team players. 

Meeting ends.  

Actions

Ref	Action	Lead
JSB 2/1-23-24	Junior Hammer lunch box	LW
JSB 2/2-23-24	Discount for junior supporters at Delaware North kiosks	LW
JSB 2/3-23-24	Junior quizzes / posters to feature more frequently in matchday programme	LW
JSB 2/4-23-24	Junior mascots announced closer to kick-off	CK
JSB 2/5-23-24	West Ham App – Interactive games	CK
JSB 2/6-23-24	Pre-match activities for junior supporters	CK
JSB 2/7-23-24	Half-time pitch side activations	CK

 

Meeting 1 – 2023/24
Date: Sunday 12 November 2023
Time: 10:00 – 12:00
Location: London Stadium

Attendees

Club staff

Lee Woodcock, Supporter Engagement Manager

Charlotte Kennedy, Marketing Fan Engagement & Events Lead

Ruth Kennedy, Matchday Safeguarding Manager

JSB members

Richie
Rose
Grace
Zach
Lenny
Austin
Fraser
Mae
Kora
George
Agenda

Introductions

Itinerary

Project 1 – Create the new JSB badge
Project 2 – Create the new JSB flag

Topic discussions

Introductions

LW welcomed JSB members to their first meeting of the new group and handed them their official Club polo shirt and West Ham United executive notebook and pen.

JSB members were invited to introduce themselves, including sharing their favourite West Ham United memory.

LW explained the purpose and aims of the new Junior Supporters’ Board:

• Provide feedback around the matchday experience
• Assist in creating junior content for whufc.com and social media accounts
• Liaising regularly with the Supporter Services team throughout the season
• Contributing new ideas to provide a great junior fan experience
• Itinerary for the day

LW took JSB members through the itinerary for the day, including:

• Introductions
• New JSB uniform for all members
• Project: create the new JSB crest
• Project: create the new JSB flag which features the new JSB Crest
• Topics for discussion, submitted by JSB members
• Pitchside visit for JSB member profiles and group pictures
• Activity 1 – Create the new JSB badge
• JSB members spent some time discussing and creating ideas for the new JSB crest to be displayed on Club channels. JSB members each had the opportunity to draw their own crest ideas from scratch, with the final design taking inspiration from all submissions.

The only criteria applied:

The crest – Is it a shield, circle etc.
JSB / Junior Supporters’ Board
Using the claret and blue colour scheme
The JSB crest will be created in November 2023 and shared with JSB members after the meeting.

Activity 2 – Create the new JSB flag

To accompany the JSB crest, JSB members were also able to draw their own concept for a new JSB flag to be displayed inside London Stadium on home matchdays.

The only criteria applied:

• The JSB crest
• JSB / Junior Supporters’ Board
• Using the claret and blue colour scheme
• The JSB flag will be created in November 2023 for display inside London Stadium on matchdays.

Topics of discussion

Fan Engagement

Half-time guide for junior supporters
JSB members asked to review the junior fan area of the programme. JSB feedback was that this should be more visual, with less text information to make it more exciting for young fans. This could include fun facts and engaging activities, alongside some key information about the match.

Another idea put forward by the JSB was to communicate the Club’s history in a way that is suitable for younger fans (key milestones, successes etc…)

Greater presence of club mascots on match day
JSB asked if Hammerhead and Bubbles could be seen in more areas on a matchday to ensure they reach as many young fans as possible. JSB also suggested that Hammerhead and Bubbles could be in two separate locations as well.

JSB said they would like to do some more engaging activities with the mascots – perhaps include things in the programme or website like ‘where to find them on matchdays’ – and make sure that a timetable exists so that young fans know where to find them.

Events and activities for younger fans
JSB shared an idea for a creative competition for kids to get involved in – design something or submit a picture and the best one gets shown on the big screens (could also be voted on by the fans). JSB suggested prizes could include a signed stash or stadium tour.

On the pitch activities at HT

Themed crowd match days
Pre-match quizzes (such as guess the season) for younger fans

JSB member also put forward an idea for a junior takeover for the Half-Time Quiz.

Community Engagement

Open training days to meet players
JSB would like to see the reintroduction of Open Training Days at London Stadium and more opportunities to interact with players. These could be open to Season Ticket Holders as a priority before being available to other groups thereafter.

Creating a separate kids page on website/app
A discussion was had around development of a new junior section of the website and app which is more relevant and tailored to young fans (different designs, different look and feel, succinct information). JSB members also suggested a junior web/app section could be a place to host young fan competitions, and match by match information, but a condensed version for junior fans.

The Club would also review opportunities for a matchday supporters guide for young fans – again using more visual descriptions and young fan-friendly language.

Christmas
Discussions were had around a photo opportunity with the mascots on matchday, perhaps using the sleigh in the Stadium Store. Other suggestions were to include Christmas music in the Stadium Store and a Christmas jumper day.

Operations and ticketing

Access to toilets on the Stadium Island
JSB member asked if there could be a return of the toilet facilities on the stadium island.

Accessibility
JSB member mentioned the abuse of the accessibility lanes before the match with supporters abusing this.

Entry into London Stadium
JSB member observed that the queues at the turnstiles can sometimes be longer due to supporters not knowing how to scan their digital ticket or not being prepared with their digital wallet/folded print out ticket.

Pitchside visit and photos

JSB members left the meeting to visit pitchside and the press conference room, before having their photos taken as a group and individually for their Club profiles.

Meeting ends.

Actions

Ref	Action	Lead
JSB 1/1-23-24	The JSB crest will be created in November 2023 and shared with JSB members after the meeting		LW
JSB 1/2-23-24	The JSB flag will be created in November 2023 for display inside London Stadium on matchdays		LW
JSB 1/3-23-24	Review junior fan area of the matchday programme		LW
JSB 1/4-23-24	Look at ways to share the Club’s history in a way that resonates with younger fans		CK
JSB 1/5-23-24	Review Hammerhead and Bubbles locations and timings on matchday and communicate this to young fans		LW / CK
JSB 1/6-23-24	Review JSB idea to create junior competition to win prizes		CK
JSB 1/7-23-24	Review junior takeover for the Half-Time Quiz		CK
JSB 1/8-23-24	Explore Open Training Days at London Stadium and more opportunities to interact with players		CK
JSB 1/9-23-24	Review junior web/app experience and junior matchday guides		CK
JSB 1/10-23-24	Review JSB suggested ideas for Christmas		CK
JSB 1/11-23-24	Contact stadium management to see if toilet facilities can return to stadium island on matchday		LW
JSB 1/12-23-24	Raise and monitor use of accessibility lanes on matchday		LW