Matchday Magic in Orlando: A Fan Experience Review

Orlando City SC vs New York City FC – 16 July 2025

Attending a live football match is always about more than just the 90 minutes on the pitch. It’s the build-up, the buzz, the people, the unexpected moments and the little things that leave a lasting impression. On 16 July 2025, I had the pleasure of experiencing Orlando City SC’s home game against New York City FC. Here’s a breakdown of my experience – the good, the great, and the areas with room for improvement.

1. Pre-Travel

Before even setting foot near the stadium, I was impressed. Orlando City SC’s email communication – clear, timely, and informative. The matchday guide included everything you’d want to know, from game details to parking options.

The Orlando City SC app also deserves a shoutout. It delivered regular updates and game-day information. 

Score: 8/10

2. Pre-Game (Matchday)

Getting to the stadium was easy – signage was clear, staff helpful, and the car parking process was smooth. First impression counts, and it was a strong one.

The walk towards the stadium had a real sense of the club. Banners of players adorned lamp posts, and there was good Orlando City branding throughout the stadium. Friendly staff guided us towards the fan zone – a small touch that made a big difference.

A bonus: easy WiFi sign-up that doubled as a clever data-capture method using swipeable ads. Smart and fan-friendly.

Score: 8/10

3. Fan Zone

The fan zone had plenty of activity, but lacked cohesion. It felt more like a collection of sponsor booths than a unified fan-first experience. 

Some sponsors focused too much on data capture – less “fun activation,” more “fill out a form.” Still, there were moments of redemption: the Verizon and Audi reps showed flexibility and friendliness, even letting international fans (like myself) participate and walk away with a gift. That turned a potential negative into a positive.

That said, the long grass on the mini-pitch wasn’t great for kids trying to have a kickabout. And while the PA announcer engaging fans was excellent, many other staff weren’t quite as proactive – one even stopped my son from playing football, which dampened the mood.

Food-wise, there’s room for improvement – chicken fingers and ice cream didn’t quite hit the mark. Merchandise was limited too in the fan zone.

Score: 6/10

4. Game – In Stadia

Now here’s where Orlando shone.

From the outset, the stadium build-up was electric. The countdown program was superb – music, lighting, fireworks, and crowd clapping created a real sense of theatre. Fans dressed in purple added visual unity and pride.

Inside, staff were engaging, the scan-to-buy tech in the shop was a slick touch, and there was a good mix of hospitality and casual fan spaces to watch the match.

The PA and big screen hosts kept the energy high, with competitions and giveaways to maintain momentum. Halftime featured on-pitch activation and a brilliant light show combining stadium lights with fans’ phones – visually impactful.

While there was a lack of concourse engagement at halftime, the in-seat experience more than made up for it. Plus, the merchandise and food options in the concourse were much better than in the fan zone.

Score: 8/10

5. Post-Match (Matchday)

Exit flow from the stadium was smooth and fast – no congestion, no confusion. A big step forward from my previous visit several years ago!

It would’ve been a nice touch to have staff at the exit to say goodbye and thank the fans for coming to the game – a simple gesture that can enhance the experience.

Car park exit was equally efficient – and I appreciated the post-match email from the ticketing company with directions and logistics support.

Score: 8/10

6. Post-Match Day

Follow-up communication is a crucial (and often neglected) part of the fan journey. Orlando nailed it with a survey sent via email asking for my overall feedback on my experience of the game. 

Score: 8/10

Overall Impressions

Game and In-Stadia Experience: 8/10
Total Matchday Experience: 7/10

There’s a lot to like about attending an Orlando City SC game – passionate fans, great in-stadium atmosphere, helpful staff, and digital touches that enhance the experience. The match presentation, in particular, was a standout.

Where the club could level up is in the pre-match experience – especially the fan zone. Shifting the focus from sponsor-first to fan-first, improving the quality of food and engagement, and empowering staff to be more interactive would elevate the overall vibe.

But all in all, it was a fun, family-friendly, and memorable night out. And yes, we left wearing purple and smiling.

About Geoff Wilson

Geoff runs his own consultancy business, with a focus primarily on sport.  Previously Head of Marketing and Communications at the Irish FA, Geoff now consults to a wide range of global sports organisations on areas such as strategic planning, marketing and communications, digital, fan engagement, public affairs, women’s football, league development, club development and knowledge sharing / capacity building programmes.  Geoff has created numerous academic models for the sports industry.  Geoff is on the Advisory Panel at the English Football League and Chair of the Sports Council Trust Company (Sport England organisation).

Check out Geoff’s online course in strategic planning at https://geoffwilson.teachable.com/

Geoff is also about to launch his new book – Leading Grassroots Sports Clubs – a practical guide on how to develop grassroots sports clubs. The book is due out in the Winter, but if you are interested in receiving a copy please fill in the attached enquiry form.

https://lnkd.in/eu75NSdH

The sports models created or co created by Geoff can be found below:

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