MM+ never materialized?

[jtowntoflorida]

http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO2&Sect2=HITOFF&p=1&u=%2Fnetahtml%2FPTO%2Fsearch-bool.html&r=2&f=G&l=50&co1=AND&d=PG01&s1=disney.AS.&s2=guest.CLM.&OS=AN/disney+AND+ACLM/guest&RS=AN/disney+AND+ACLM/guest
Here is another one for “GUEST MOVEMENT AND BEHAVIOR PREDICTION WITHIN A VENUE.” With this invention, Disney hopes to not only predict guest behavior, but also influence it. Again, managing the flow of guests through the parks and eliminating bottlenecks is the stated goal. Also again, this speaks to the importance of data mining: “Predicting behavior for multiple guests allows the venue operator to identify patterns of guest movement. Once we have this information the operator can adjust venue operations e.g., changing staffing, scheduling maintenance, scheduling cleaning, ensuring stock or product availability. Thus the predictions can be used to improve venue operations. Further, at least in some case, the venue operator can attempt to alter guest behavior in ways that help venue operations or help improve guest experience….[T]he prediction generating application outputs the prediction to an incentive application. In turn, the incentive application sends an incentive message to a guest in order to influence or otherwise change the behavior of that guest. Note, while generally discussed using "incentives" in the approaite case, a guest may be given disincentives as well. More generally, the approach for influencing or changing guest behavior may include both things and information that encourage desired behavior and discourage undesired behavior. For example, informing a guest that a particular route will take five minutes longer to reach a particular destination because of an intervening parade or disruption or congestion can provide sufficient disincentive to discourage people from taking that path…[T]he incentive application can generate incentives to influence a group to create a more even distribution of guests. Doing so can minimize or reduce the length of lines at popular attractions. For example, if the incentive application determines that an area of the venue is congested and/or a path within a venue has high traffic, then the incentive application can be used to route guests away from the congested or high-traffic area. [T]he incentives can include coupons, discounts, suggestions, or return time queue management mechanisms. For example, the incentive can be presented to a guest as a text message with a code to be redeemed for a discount. By providing the incentives, venue operators can influence the flow of traffic in the venue, which in turn can decrease the wait-time in particular areas of the park and at certain attractions.”

I’ve never received a coupon via text or other real-time incentives to change my behavior. If anyone has, please let me know. So again, this is more really cool stuff that was envisioned with MDE that hasn’t happened yet.

 

[jtowntoflorida]

Jtowntoflorida that is an enlightening post. Thank you.

Maybe that's why it is so difficult to choose the times and attractions without selecting first and then rearranging. The program is designed to take more into account but doesn't do it. So we are left with a work around.

I have to agree. There has to be a reason why MDE makes such bad recommendations, and I'm sure it's because it was meant to do more than it does, but then got gutted when the costs were starting to spiral and the ROI wasn't showing up in the bottom line.

 

[jtowntoflorida]

http://appft1.uspto.gov/netacgi/nph-Parser?Sect1=PTO2&Sect2=HITOFF&p=1&u=%2Fnetahtml%2FPTO%2Fsearch-bool.html&r=10&f=G&l=50&co1=AND&d=PG01&s1=disney.AS.&s2=experience.TTL.&OS=AN/disney+AND+TTL/experience&RS=AN/disney+AND+TTL/experience
Last one for now. This one is for a system for MANAGING EXPERIENCE STATE TO PERSONALIZE DESTINATION VISITS. I find this one particularly fascinating because it essentially a system for doling out pixie dust. LOL. As the patent describes, “the opportunities and devices use for personalizing or providing exclusive experiences are limited, and there is a need for managing these opportunities and devices as scarce resources to more fairly or at least purposively dole out the personalized or exclusive experiences. Destinations presently are typically operated so as to provide such experiences simply on a first-come-first-served basis or on a random basis. There remains a need for a system and method for managing the distribution of personalization and exclusive experience enhancements at destinations.” In other words, Disney found a need to take CM decision-making out of the pixie dust business.

The other reason I find this fascinating is that it shows how Disney wants to use the data that it’s collecting on its guests. I know that some people here have argued that data mining isn’t one of the goals of MDE, but this patent again makes it clear how important data mining is and it uses that particular phrase: “For example, the operator may change arbitration rules based on data mining that may indicate that entitlements have not been distributed as desired (e.g., experiences were being provided in a too concentrated manner to a small fraction of visitors, experiences were not being delivered to preferred customers as often as desired, and due to other business rules/goals). In other cases, the I/O devices may be used to alert operators of the management system when a visitor is about to leave a facility without receiving one or more experiences (which they may have purchased the entitlement to), and the operator may the take proactive steps to try to provide the visitor with the experience or to take later steps to make up for the missed opportunity (send the visitor a free pass or gift).” The patent also says, “The arbitration rules used by the event processor may call for use of other data to be used in making visitor selection... The length of the visitor's current visit at the destination may be stored in memory and this may be used to decide which visitor should receive an experience/personalization…[O]ther weighting/arbitration factors for use by the event processor such as whether the visitor is a preferred customer (e.g., repeat visitor, the paying member of a group/family, and so on)…may be used during arbitration at any point in the process (a preferred customer may be ranked higher always or be placed behind a visitor who has "missed" a preset number of chances and so on).”

I'm getting sucked into a rabbit hole here, because I love this stuff so much. If anyone wants to search the USPTO's database for yourself and see what Disney has, to narrow the results, use the term "Disney" in the Assignee field (actual people have to be the inventors; their employers are the Assignees) and the word "guest" in the Claims field. Disney has some great ideas that are fascinating to read about. Hopefully one day they'll actually be realized.

 

[Kobey]

Thanks for doing the homework for us. Sounds like they still want to do that stuff, they just can't do it all at once. I know I wouldn't want to be in the parks during that testing phase. Now if we can just keep them from teaming up with Skynet for their animatronics.

 

[wisblue]

The references to things in those patent applications highlight where I think the key departure point comes in this discussion.

I have seen these things and lots of these articles over the last 2 plus years. I look at them as things that are possible and are being explored and developed in one form or another. But, never in my wildest dreams did I expect that they would be in place by mid 2015. Even if the technological capability is there, there is so much that would have to be done to get guests to understand and adapt to the changes. We hear a lot of complaining already about how complicated it has become to plan a trip to WDW. It seems like it would be more challenging if the whole MDE program included laying out a schedule on a "geographically optimized route". To me that sounds like Disney creating plans for guests that are similar to today's Touring Plans customized plans. The big addition is that Disney would be able to deliver directly some FPs that the guest would use while carrying out the plan.

I definitely wouldn't conclude that the fact that things like this are not in place yet means that they are never coming. I see the last 1 1/2- 2 years as the live testing of some of the basic customer facing components of MM+. I will be as disappointed as anyone if there aren't more new things in the next few years. But first they have to get guests used to the idea of wearing magic bands and using the website to make FP reservations. Then they can move on to more things as a higher percentage of guests gain experience with the basics.

Back on the issue of interactive elements as part of MM+, I did, as suggested by the OP, do a Google search of Staggs and MM+ to see what kinds of things it would reveal. I came across this 2014 interview in which, among other things, Staggs specifically addresses a question about interactive experiences

http://themeparks.about.com/od/waltdisneyworld/fl/Disneys-Tom-Staggs-Talks-about-MyMagic.htm

His response to the question was:

"We are not big believers in interactivity for its own sake, but we are intrigued by the notion of Sorcerers of the Magic Kingdom [and other interactive attractions we have developed]. It's as much a "play test" as it is something we are offering our guests. How do we use the guests' ability to interact with the shows and with the environment to immerse them more in the story? We are interested in that.

We already have a few tricks here and there where the place has become more aware of the MagicBands. For example, at Disney's Hollywood Studios, we have some posters that look like movie posters, but are actually interactive screens. You might see them change from time to time with personal magic for guests. We are playing with little things like that. They are not the main thrust. But it's a fun way to bring the park to life that's personalized. There are some intriguing interactive possibilities."

It's comments like this that have led me to the expectation that, while Disney is considering some of these interactive elements, they are hardly the essence of MM+. I guess time will tell what kinds of things they actually put into place. In some of these things that would involve addressing guests by name, they have to walk the line between pleasing guests and creeping them out.

 

[WillAustin]

But, never in my wildest dreams did I expect that they would be in place by mid 2015.

A lot of us that work daily in customer-facing technology and know exactly how rolling out things like this works have higher hopes and expectations than that. I've worked with several teams involved in far more complex online databases, system interfacing, load management and interaction with public facing hardware and software. A couple of years is a long time.

It's ridiculous that they still have issues with MagicBands suddenly unable to unlock my room.

 

[Lisa loves Pooh]

A lot of us that work daily in customer-facing technology and know exactly how rolling out things like this works have higher hopes and expectations than that. I've worked with several teams involved in far more complex online databases, system interfacing, load management and interaction with public facing hardware and software. A couple of years is a long time.

It's ridiculous that they still have issues with MagicBands suddenly unable to unlock my room.

And it is equally ridiculous that computers get the blue screen of death in 2015. Yet here we are.

 

[larryz]

And it is equally ridiculous that computers get the blue screen of death in 2015. Yet here we are.

Not really a good analogy, considering that WDW has total control of the software, hardware and network.

Microsoft, on the other hand, has to make their OS work on almost infinite combinations of motherboards, processors, peripherals, storage and input devices.

 

[WillAustin]

And it is equally ridiculous that computers get the blue screen of death in 2015. Yet here we are.

Apples and oranges. Not at all the same thing, as Larryz noted above.

I've also been involved in designing, testing, releasing, and support management of multi-platform software. Windows machines are notorious for hardware-based issues due to the infinite number of potential configurations.

 

[Kalliope]

Yesterday Disney released this:

And, well, having planned a lot of trips with MDX, I couldn't help myself but to parody it.

So...I present to you...the REALITY of MDX! (at least for now, this is tongue in cheek, because it's getting better all the time, and to be fair to Disney, this was a monumental undertaking...but, that doesn't mean that timeouts and other errors aren't frustrating!)

 

[mommajo143]

What I recall is being in DHS during the testing phase 2 years ago, and all the attractions lost power!...No cms knew when power would be back, or offered to validate tickets to use in other parks. IRONICALLY, the cash registers continued to work! To me, the writing was on the wall: guest experience was no longer the priority, or even the focus.

We had a similar problem 2 years ago - MDE went down on our last night in the parks. No one could ring up items using dining credits. We always purchase treats with leftover snack credits. We tried to discuss our situation with several CMs who all basically shrugged & said, sorry - too bad. I was LIVID. We ended up going to DTD the next morning & missing our assigned tragical express bus. I realized then that the face of Disney had forever changed.

 

[bcrook]

The references to things in those patent applications highlight where I think the key departure point comes in this discussion.

I have seen these things and lots of these articles over the last 2 plus years. I look at them as things that are possible and are being explored and developed in one form or another. But, never in my wildest dreams did I expect that they would be in place by mid 2015. Even if the technological capability is there, there is so much that would have to be done to get guests to understand and adapt to the changes. We hear a lot of complaining already about how complicated it has become to plan a trip to WDW. It seems like it would be more challenging if the whole MDE program included laying out a schedule on a "geographically optimized route". To me that sounds like Disney creating plans for guests that are similar to today's Touring Plans customized plans. The big addition is that Disney would be able to deliver directly some FPs that the guest would use while carrying out the plan.

I definitely wouldn't conclude that the fact that things like this are not in place yet means that they are never coming. I see the last 1 1/2- 2 years as the live testing of some of the basic customer facing components of MM+. I will be as disappointed as anyone if there aren't more new things in the next few years. But first they have to get guests used to the idea of wearing magic bands and using the website to make FP reservations. Then they can move on to more things as a higher percentage of guests gain experience with the basics.

Back on the issue of interactive elements as part of MM+, I did, as suggested by the OP, do a Google search of Staggs and MM+ to see what kinds of things it would reveal. I came across this 2014 interview in which, among other things, Staggs specifically addresses a question about interactive experiences

http://themeparks.about.com/od/waltdisneyworld/fl/Disneys-Tom-Staggs-Talks-about-MyMagic.htm

His response to the question was:

"We are not big believers in interactivity for its own sake, but we are intrigued by the notion of Sorcerers of the Magic Kingdom [and other interactive attractions we have developed]. It's as much a "play test" as it is something we are offering our guests. How do we use the guests' ability to interact with the shows and with the environment to immerse them more in the story? We are interested in that.

We already have a few tricks here and there where the place has become more aware of the MagicBands. For example, at Disney's Hollywood Studios, we have some posters that look like movie posters, but are actually interactive screens. You might see them change from time to time with personal magic for guests. We are playing with little things like that. They are not the main thrust. But it's a fun way to bring the park to life that's personalized. There are some intriguing interactive possibilities."

It's comments like this that have led me to the expectation that, while Disney is considering some of these interactive elements, they are hardly the essence of MM+. I guess time will tell what kinds of things they actually put into place. In some of these things that would involve addressing guests by name, they have to walk the line between pleasing guests and creeping them out.

Did you read the other article about the messy business of reimagining happiness?

It does a great job of explaining what happened and where it's going. The system collapsed upon itself.

As Robo said, they are moving on. They clearly bit off more than can chew and are left with a subpar ride distribution system that allows guests 1 key ride a day in Epcot, a webpage that works sometimes, an app that isn't useful, guarded kiosks, and magic bands that don't always open hotel room doors and requires four other cards to get discounts.

You can keep defending it all you want... I have no idea why you have taken up that mantle???

But it is what it is. Based on the goals outlined in 2012 and patents, three years later very little of it came to fruition. And they have given up on the rest. They have shuttered the program.

Hopefully they will refocus on attractions again in earnest.

There has been absolutely no growth or changes in the program since 2013. In the article Staggs said this is the final product.

I'm pretty bummed out about it.

 

[ArwenMarie]

As I wrote somewhere on here earlier, there is nothing new about what they did other than the electronic ride rationing system. Doors, charging, pictures, none of that is new or laudable or even interesting.

However, in terms of the theme park business, the ride reservation system is a new concept (as far as I know). I will be interested to see what other theme parks copy that in ten years time, if any.

 

[bcrook]

As I wrote somewhere on here earlier, there is nothing new about what they did other than the electronic ride rationing system. Doors, charging, pictures, none of that is new or laudable or even interesting.

However, in terms of the theme park business, the ride reservation system is a new concept (as far as I know). I will be interested to see what other theme parks copy that in ten years time, if any.

That is true.

They took there ADR method and turned it into an ARR system with tiers. And left out the credit card guarantee part (for now). As Some have said, they still have the ability to make changes...

 

[flicx]

Did you read the other article about the messy business of reimagining magic?

It does a great job of explaining what happened and where it's going. The system collapsed upon itself.

As Robo said, they are moving on. They clearly bit off more than can chew and are left with a subpar ride distribution system that allows guests 1 key ride a day in Epcot, a webpage that works sometimes, an app that isn't useful, guarded kiosks, and magic bands that don't always open hotel room doors and requires four other cards to get discounts.

You can keep defending it all you want... I have no idea why you have taken up that mantle???

But it is what it is. Based on the goals outlined in 2012 and patents, three years later very little of it came to fruition. And they have given up on the rest. They have shuttered the program.

Hopefully they will refocus on attractions again in earnest.

There has been absolutely no growth or changes in the program since 2013. In the article Staggs said this is the final product.

I'm pretty bummed out about it.

I too am bummed about it. Disney should have invested in rides! They have been fortunate that the uptick in the economy and aggressive price hikes has allowed this mistake to go by sort of quiet like. I can only imagine if they had built rides what a difference that would have made now and in the future. I am still waiting to be amazed to the tune of 2 or 3 billion dollars!

 

[wisblue]

Did you read the other article about the messy business of reimagining magic?

It does a great job of explaining what happened and where it's going. The system collapsed upon itself.

As Robo said, they are moving on. They clearly bit off more than can chew and are left with a subpar ride distribution system that allows guests 1 key ride a day in Epcot, a webpage that works sometimes, an app that isn't useful, guarded kiosks, and magic bands that don't always open hotel room doors and requires four other cards to get discounts.

You can keep defending it all you want... I have no idea why you have taken up that mantle???

But it is what it is. Based on the goals outlined in 2012 and patents, three years later very little of it came to fruition. And they have given up on the rest. They have shuttered the program.

Hopefully they will refocus on attractions again in earnest.

There has been absolutely no growth or changes in the program since 2013. In the article Staggs said this is the final product.

I'm pretty bummed out about it.

Yes, I read that article, and if it is your conclusion that it says that MM+ has been "shuttered" then I guess we have to agree to disagree. When I see Staggs saying that this is just the beginning of MM+, and that there is a lot more they can do with it, I don't interpret that to mean that it's the final product. Maybe we aren't talking about the same article. The one I am referring to is the one from Fast Company titled "The Messy Business of Reinventing Happiness".

Same for your conclusion that things that are in patent applications must be put into practice within 3 years or they won't be put in at all.

All we can do is see how things evolve over the next few years.

 

[Robo]

Who knew?

 

[3DisneyFanz]

I too am bummed about it. Disney should have invested in rides! They have been fortunate that the uptick in the economy and aggressive price hikes has allowed this mistake to go by sort of quiet like. I can only imagine if they had built rides what a difference that would have made now and in the future. I am still waiting to be amazed to the tune of 2 or 3 billion dollars!

The initial thought was that this would be cheaper and for some people it's clearly enough. This whole thing works great for the blissfully unaware and the people with unlimited time and resources. As people have stated the project is a success for them simply because they can now sleep in and still get a FP for one ride at EPCOT or HS. They're fine with the rest as long as that one thing works out at some point during their trip. On the other side there is my brother-in-law who made his second trip ever and was ecstatic with the fact he could get FP+ for HM, JC and PotC. We didn't have the heart to explain that those rides didn't used to even need FP+ but again for him it was a great idea. Of course he complained later about not being able to do a lot of other things but for a moment it was the coolest thing he'd ever seen. Disney used to manage up expectations and now they manage them down.

 

[flicx]

The initial thought was that this would be cheaper and for some people it's clearly enough. This whole thing works great for the blissfully unaware and the people with unlimited time and resources. As people have stated the project is a success for them simply because they can now sleep in and still get a FP for one ride at EPCOT or HS. They're fine with the rest as long as that one thing works out at some point during their trip. On the other side there is my brother-in-law who made his second trip ever and was ecstatic with the fact he could get FP+ for HM, JC and PotC. We didn't have the heart to explain that those rides didn't used to even need FP+ but again for him it was a great idea. Of course he complained later about not being able to do a lot of other things but for a moment it was the coolest thing he'd ever seen. Disney used to manage up expectations and now they manage them down.

I couldn't agree more! Less is the new more at Disney.

 

[itchin2go]

The references to things in those patent applications highlight where I think the key departure point comes in this discussion.

I have seen these things and lots of these articles over the last 2 plus years. I look at them as things that are possible and are being explored and developed in one form or another. But, never in my wildest dreams did I expect that they would be in place by mid 2015. Even if the technological capability is there, there is so much that would have to be done to get guests to understand and adapt to the changes. We hear a lot of complaining already about how complicated it has become to plan a trip to WDW. It seems like it would be more challenging if the whole MDE program included laying out a schedule on a "geographically optimized route". To me that sounds like Disney creating plans for guests that are similar to today's Touring Plans customized plans. The big addition is that Disney would be able to deliver directly some FPs that the guest would use while carrying out the plan.

I definitely wouldn't conclude that the fact that things like this are not in place yet means that they are never coming. I see the last 1 1/2- 2 years as the live testing of some of the basic customer facing components of MM+. I will be as disappointed as anyone if there aren't more new things in the next few years. But first they have to get guests used to the idea of wearing magic bands and using the website to make FP reservations. Then they can move on to more things as a higher percentage of guests gain experience with the basics.

Back on the issue of interactive elements as part of MM+, I did, as suggested by the OP, do a Google search of Staggs and MM+ to see what kinds of things it would reveal. I came across this 2014 interview in which, among other things, Staggs specifically addresses a question about interactive experiences

http://themeparks.about.com/od/waltdisneyworld/fl/Disneys-Tom-Staggs-Talks-about-MyMagic.htm

His response to the question was:

"We are not big believers in interactivity for its own sake, but we are intrigued by the notion of Sorcerers of the Magic Kingdom [and other interactive attractions we have developed]. It's as much a "play test" as it is something we are offering our guests. How do we use the guests' ability to interact with the shows and with the environment to immerse them more in the story? We are interested in that.

We already have a few tricks here and there where the place has become more aware of the MagicBands. For example, at Disney's Hollywood Studios, we have some posters that look like movie posters, but are actually interactive screens. You might see them change from time to time with personal magic for guests. We are playing with little things like that. They are not the main thrust. But it's a fun way to bring the park to life that's personalized. There are some intriguing interactive possibilities."

It's comments like this that have led me to the expectation that, while Disney is considering some of these interactive elements, they are hardly the essence of MM+. I guess time will tell what kinds of things they actually put into place. In some of these things that would involve addressing guests by name, they have to walk the line between pleasing guests and creeping them out.

I think that quote you posted and that interview were late in the game when things had already changed.

Agree to disagree, but it's always been pretty clear to me that these interactive elements were originally planned to be one of the cornerstones of MM+. Plans change, but if you're saying that was never the plan, or that was just one little extra that was a maybe ... that's not the impression I got.