MyMagic+ article from Fast Company magazine

[networkpro]

What would you even have to plan at a beach? Which direction to lay down on the sand? Mountains? Really?!?!? What is there to do at a mountain that would even require any planning at all? What kind of examples are those?

A place to stay at for one, the best ones are booked well in advance especially at peak season unless you have a second house at that location. Capacity is limited at lots of places that have attractions.

IMHO the article captures the crux of the adoption of Magic band technology by both the parks and by the customer base and its not in obsessive planning and lists as that's been around WDW in multiple forms before this even started (King Stephan's/ Cindy's reservations anyone ?) and more about how it enhances/adds utility to the experience of visiting the resorts/parks.

Whatever token is employed (magic band, RFID card, or any device equipped with near field communications capability) in the long run doesn't matter.. just that it consistently works.

Internal political struggles over ownership are things that need to be quashed from the top down. If left alone people will attempt to build their own internal empires in their company populated with their favored minions.

 

[DDLand]

I'm starting to wonder if some of the budget numbers we were hearing were inflated for other purposes. Who are the people most likely to go and start disclosing negative numbers? The people who hate MyMagic+ most. It sounds like there were a lot of people internally who hated MyMagic+. Wouldn't a disgruntled IT or Ops guy have every incentive to start saying how over budget the project is?

 

[surfsupdon]

I hope I can pick my lounge chairs in advance at the quiet pool soon. That way I can relax knowing I have a chair waiting for me out in the sun.

 

[LuvtheGoof]

I'm starting to wonder if some of the budget numbers we were hearing were inflated for other purposes. Who are the people most likely to go and start disclosing negative numbers? The people who hate MyMagic+ most. It sounds like there were a lot of people internally who hated MyMagic+. Wouldn't a disgruntled IT or Ops guy have every incentive to start saying how over budget the project is?

I wonder that as well.

 

[networkpro]

Well-stated as always. I enjoyed the article for what it was. There were some things I would have liked to have seen addressed in more detail. But overall, I enjoyed what was there. My biggest gripe is the repeated insistence that NGE is a success. Way too early for that kind of determination in my book. I guess it was necessary to give the article a sense of closure.

Its the criteria for success that are in question in most people's minds. If its removing the overhead by retail point of sale systems for charging to rooms, accurate crowd tracking, simplifying admission media (note this goes hand in hand with the retirement of the no-expire option) and associated accounting then yes.

If its like Joe Rohde is quoted in the article of forcing the guests to fundamentally change their behavior, then its a different story.

I dont see any changes myself, just changing the adaptations people have made to game the systems (Fastpass stampedes, renting handicapped guides) that have changed like their overall parks have over time and crying as their adaptations are superceeded.

 

[andysol]

Great Article!

Something that caught my eye that hasn't been mentioned is how there was limited to no connectivity in Disney World- not even ethernet connections. They had to rewire an area the size of San Francisco. That's impressive.

Regardless of if you like MM+/MDE/FP+ or not- there should be no argument that a substantial underlying infrastructure had to change eventually. Glad they footed the bill for it.


But the main takeaway- Joe Rohde is awesome (Just kidding- we already knew this)

What a shameless puff piece the TWDC PR...
It was also interesting that most of the people quoted were 'former' IT,PM and OPS Cast Members.

Contradict yourself much? Because no one likes to spin TWDC PR's more than former employees. They are never disgruntled toward their former employee.
This was the most honest article we've read in a long time with great objectivity. Unlike your drivel.

 

[kap91]

To clarify...

If I show up at Epcot at 10 am and I want a FP for Soarin'...I'm less likely to get a decent time because the planners booked up all or most of the times two months prior. My option is then to either take the leftovers or go wait in the long Standby line. Can I get a FP? Probably, but not as good as before.




It was "level" in as much as that when guests awoke on the day of their visit they went to the parks empty handed. What you did, where you went was entirely up to you and how you chose to deal with the day's crowds. Want to get up early to guarantee a certain FP at rope drop, that's up to you. But at least you didn't have to deal with them being booked-up 60 days ago. Yes, that is what I preferred.

ADRs...I hate them. The reservation window should be no more than 48hrs in advance, with a minimum of 30-40% of tables kept open for day-of or walk ups.

That's all the banter about FP+ I'm going to do. I hate it, and have moved on.

Back to the article...
I liked it. It was interesting and seemed fair.

Predictably, I found myself siding with the creatives who don't like the tech intruding on the experience. Disney parks should be a place so immersive and wonderful that you don't want to use a phone, much less be required to be checking apps and changing FPs.

The budget...yeah...I don't see the real total ever coming out. Yes, Staggs can say it was "under budget" with a straight face, but it's semantics and word play. Like his suggestion that the rollout wasn't delayed, just certain parts were taking longer than expected.

The 5000 more guests part. I laughed.
He says it allows "north of 5,000 more people into the park for the same experience."
That's a problem, as I see it, not a benefit. It's adding more guests without adding capacity. And the solution isn't some sort of random parade popping up on demand to relieve congestion. (Has that even happened?)

Well I totally hate ADRs too because as a local it makes it impossible to just go for an evening and enjoy a meal but a) that was a problem long before MM+ and b) is a result of the type of vacationer present and what they want.

You go to Disneyland you can walk into any restaurant same day without a reservation and be seated. Why? They still allow reservations months in advance and still have huge amounts of guests and not nearly enough capacity in terms of restaurants. It's because the guest culture is different - you don't have a bunch of clueless tourists obsessed thinking they have to make the trip something specific.

Same with meet and greets there. You'll never wait long to see a character out there and they can even walk around unscheduled sometimes. Why? Because the guests aren't crazy and just not nearly interested.

The same can be said for Universal. Dining just isn't perceived as a big deal there, neither are characters.

Most of the problems WDW has stem from an abundance of guests all obsessed with certain things that never used to be obsessions. Things like ADRs (which I don't think anyone likes) are necessary responses to that kind of situation. While obviously building more restaurants (or attractions) is a good response it will never solve the problem as long as every guest feels certain experiences are absolutely necessary. And so you get compromise solutions.

I've often said that the biggest weakness of WDW is its immense popularity - as long as it's seen as an absolute must do, and certain experiences are seen as absolute must dos, and attendance continues to rise - all sorts of things: capacity, reservations, ability to close things for maintainence without ruining people's once in a lifetime vacation, lines: won't ever be fully resolved. MM+ is an attempt to work within those constraints and make things better for the average guest.

$1 billion spent on 8 new rides would have done nothing but draw more guests: probably enough to offset whatever gains were made from added capacity and it still Wouldnt have addressed the inevitable need for the parks to become more tech-forward, gather more info on the consumer, and become more efficient at handling people.

And it's not like it's an either/or. The large investment phase of MM+ is now over and we're now seeing a huge investment in new attractions that is likely to continue.

 

[DisDan]

I'm waiting for the innovation that lets Disney control the weather and stay on top of Attraction maintenance as to avoid missed reservations due to inclement weather or attraction down time. Our FP situation got interesting last trip when weather delays and ride closures impacted all my FP's. Luckily they let me use my FP's for different return times and the day went off without a hitch....wait what was my argument here?

 

[chiefs11]

ADRs...I hate them. The reservation window should be no more than 48hrs in advance, with a minimum of 30-40% of tables kept open for day-of or walk ups.

This! Man, I wish that was how it worked......we hate planning which park we're going to or where we're going to eat so far in advance.

 

[Master Yoda]

Well I totally hate ADRs too because as a local it makes it impossible to just go for an evening and enjoy a meal but a) that was a problem long before fastpass and b) is a result of the type of vacationer present and what they want.

You go to Disneyland you can walk into any restaurant same day without a reservation and be seated. Why? They still allow reservations 180 days in advance and still have huge amounts of guests and not nearly enough capacity in terms of restaurants. It's because the guest culture is different - you don't have a bunch of clueless tourists obsessed thinking they have to make the trip something specific.

Same with meet and greets there. You'll never wait long to see a character out there and they can even walk around unscheduled sometimes. Why? Because the guests aren't crazy and just not nearly interested.

The same can be said for Universal. Dining just isn't perceived as a big deal there, neither are characters.

Most of the problems WDW has stem from an abundance of guests all obsessed with certain things that never used to be obsessions. Things like ADRs (which I don't think anyone likes) are necessary responses to that kind of situation. While obviously building more restaurants (or attractions) is a good response it will never solve the problem as long as every guest feels certain experiences are absolutely necessary. And so you get compromise solutions.

I've often said that the biggest weakness of WDW is its immense popularity - as long as it's seen as an absolute must do, and certain experiences are seen as absolute must dos, and attendance continues to rise - all sorts of things: capacity, reservations, ability to close things for maintainence without ruining people's once in a lifetime vacation, lines: won't ever be fully resolved. MM+ is an attempt to work within those constraints and make things better for the average guest.

$1 billion spent on 8 new rides would have done nothing but draw more guests: probably enough to offset whatever gains were made from added capacity and it still Wouldnt have addressed the inevitable need for the parks to become more tech-forward, gather more info on the consumer, and become more efficient at handling people.

And it's not like it's an either/or. The large investment phase of MM+ is now over and we're now seeing a huge investment in new attractions that is likely to continue.

I believe ADRs at DL are either 90 or 60 days out unlike WDW's 180. Regardless of that minor detail the reason for this difference is just like you stated...it is just not a big deal there like it is at WDW.

 

[michmousefan]

But the time spent at a kiosk making three FP+ at the time of your choosing is surely no more burden than walking (or running/pushing/shoving) all over the place pulling paper fastpasses.

And for some - Soarin', for example -- you have to walk to the pavilion, cross to the back, down the stairs or escalator, over to the FP area, wait for a kiosk, then return to where you were -- there goes 20, 30 minutes of your day right there. I also had my doubts at first about the system, but FP+ makes it so much better -- it's definitely a step forward.

 

[gmajew]

I believe ADRs at DL are either 90 or 60 days out unlike WDW's 180. Regardless of that minor detail the reason for this difference is just like you stated...it is just not a big deal there like it is at WDW.

I don't go anywhere and not make a reservation as I want my table in the restaurant I want when I want it.

I value my time way to much to want to wait an hour for a table. That is just the culture today and the fact of the way that business works.

I take reservation even at my sports restaurant as my customers have dictated it.

But when I go on vacation I book dinner at the best restaurants because I want to make sure I get to enjoy them. The foodie in me needs my fixes.

 

[networkpro]

I'm waiting for the innovation that lets Disney control the weather and stay on top of Attraction maintenance as to avoid missed reservations due to inclement weather or attraction down time. Our FP situation got interesting last trip when weather delays and ride closures impacted all my FP's. Luckily they let me use my FP's for different return times and the day went off without a hitch....wait what was my argument here?

Weather control is easy, its if they want to spend the money to build the overhead cover like at Tokyo Disneyland or go to a inside only attraction like Lotte World. Its Florida so people want to be outside in the warm... rain is just an unfortunate addition of the climate.

 

[Master Yoda]

I don't go anywhere and not make a reservation as I want my table in the restaurant I want when I want it.

I value my time way to much to want to wait an hour for a table. That is just the culture today and the fact of the way that business works.

I take reservation even at my sports restaurant as my customers have dictated it.

But when I go on vacation I book dinner at the best restaurants because I want to make sure I get to enjoy them. The foodie in me needs my fixes.

I do the same even locally. If a place will take reservations I make them.

 

[janoimagine]

Great read. I do like imagineering's stance on this of not using technology for technologies sake ...

I believe ADRs at DL are either 90 or 60 days out unlike WDW's 180. Regardless of that minor detail the reason for this difference is just like you stated...it is just not a big deal there like it is at WDW.

60 days, and they keep 30% of tables open for walkup's. This and no MM+ is just another one of the things that has positioned Disneyland over DisneyWorld. If your an Uber Planner spreadsheet gotta plan every inch of my vacation ... then your in luck because MM+ is right up your alley ... but for those of us who like to leave our smartphones in our room safe and not be glued to tech and go where the days take us ... were out of luck at Disneyworld ... last trip with the family the FP+ reservations replaced the ADR scramble ... vacations should not take this much work.

 

[hokielutz]

Just spit-balling here... but it would seem that by adding 8 new attractions.... you would get the 'new toys' that Disney fans will want to play with, and you would get the attendance metric to jump up significantly.

But a side effect is ultimately that there would be More people in the parks.... and the longer lines would still be there on the attractions you want to ride on.... there would be fewer tables available for mid-to-upscale dining experiences, and there will be less elbow room for the big shows and parades.

Short of adding the long coveted 5th gate... I don't see how you relieve the pressure from the existing 4 parks.

 

[sshindel]

I hate planning ahead for vacations.

I miss the days before there were advanced reservations on airlines. When you had to drive to the airport and hope that some airline has enough tickets for my family at a price I can afford, and if not, well, I guess it's a road trip!!!
The fact that the airline industry decided to cave to the people who liked to know in advance that they had a spot secured for their vacation is really where the airline industry fell away from what set it apart in the first place. You used to see people in suits on airplanes, now it's just large people in sweatpants, and this is all due to having to reserve your plane ticket in advance.

 

[WDW1974]

Was about to post this... Wonder what @WDW1974 will think. Also, welcome to the site.

I want to be careful with my words because I haven't read the piece yet, so my feelings on its true journalistic merit may well change.

I already see seven pages of people largely patting the author on the back, which is typical.

Negative story ='s Disney hating writer who is lying and has an agenda.

Positive story ='s fair and balanced writer who has no agenda.

It would appear this story is gushing in its praise for the (two) billion dollar boondoggle, so everyone thinks that Austin is Moses coming down the Mountain to tell 'the word'.

It may be that easy for some of you, but it isn't for me. I do understand how Disney works to control the message.

I am curious about many things, foremost would be why the author is here on this site and now after six months (?!?!) of work on the piece. I hope Austin was paid well for his efforts. But why reach out and reach out to this very skeptical and probing community AFTER the fact? Did the author even know the site existed? Or was he pointed this way by someone inside TWDC who's looking to change the narrative? As I writer, I'd have been interested in getting perspectives from individuals here before I actually wrote my story, regardless of whether I'd be using the quotes/information or not.

Now, the writer wants to have an account here and be an all-knowing NGE guru that fans can go to and get 'the real story'. Whose story and to what end? He did the work, filed the story and was paid. Why would you waste time with fans on a fan site?

I'm sorry, but I think critically and wonder why. Who is he helping here by doing so? Himself? Disney? Or all of us ignorant folks who just don't understand how Disney was/is breaking all sorts of tech barriers with NGE?

None of you are curious?

I did see him continually push the narrative that NGE's cost was under a billion. I'd love to see the corporate documents that he reviewed to come to that conclusion. Oh, you don't think Disney would show those? You're right. So basically if he asked two execs (let's call them Tom and Jay) what the cost of the program was and they gave him a number then he was doing his due diligence to source the info.

Again, I haven't read it ... but I am curious if he spoke with or quoted Nick Franklin, the exec who spearheaded the program to save his job and wound up leaving Disney anyway. I am curious if he spoke with Jim MacPhee who was in charge of MM+ implementation at WDW. I am curious if he spent time in the parks talking to CMs (without a Disney handler) asking them about how the system is (or isn't working).

Like I said, I have lots of questions. But clearly I'm in the minority ... maybe I'll agree with y'all when I read it later or this evening. I don't know. But I do know there are a lot of questions and critical thinkers might want to know those answers.

I'll read it and then I'll tell you what I think.

Right now, I think it's counter-programming.

EDIT: And, btw, doesn't Fast Company do placed/sponsored content?

 

[gmajew]

Just spit-balling here... but it would seem that by adding 8 new attractions.... you would get the 'new toys' that Disney fans will want to play with, and you would get the attendance metric to jump up significantly.

But a side effect is ultimately that there would be More people in the parks.... and the longer lines would still be there on the attractions you want to ride on.... there would be fewer tables available for mid-to-upscale dining experiences, and there will be less elbow room for the big shows and parades.

Short of adding the long coveted 5th gate... I don't see how you relieve the pressure from the existing 4 parks.

I don't think anyone disagrees that they still need to add 8 rides and work on additions at all the parks. They are working on AK, MK got a small addition, EPCOT IS IN BIG NEED!, HS something is coming just don't know what yet.

This is infrastructure in my mind and was a needed step even if we don't like all of it it is still a work in progress. I remember everyone complaining about the old FP system as well. Just happens with change.

I have friends that hated going to disney because they had to go early and could not get FP that now went with us this past trip and loved it! So little things make a difference especially in todays age where people demand you care just for them.

 

[hokielutz]

I believe ADRs at DL are either 90 or 60 days out unlike WDW's 180. Regardless of that minor detail the reason for this difference is just like you stated...it is just not a big deal there like it is at WDW.

That is the difference between the demographics of the customer at DL vs WDW. WDW is a global destination that is visited by guests from Europe, Australia, South America, as well as the USA. DL is not sold as a destination because of its capacity restrictions and the plurality of its base is the local tourism who don't need to plan a trip 6 months in advance, therefore Dining plans are not needed then either.