My Disney experience with mydisneyexperience was...

[carmelhp]

I know you have a background in all this stuff so I have to ask.... is this just a massive program that has major flaws or is it massive program that has some typical flaws but it's made worse with trying to educate a general public how to use it? Or none of the above?

If any of your business plan depends on educating the general public then you've already failed. The experience should be seamless for the guest.

 

[k5jm]

I know you have a background in all this stuff so I have to ask.... is this just a massive program that has major flaws or is it massive program that has some typical flaws but it's made worse with trying to educate a general public how to use it? Or none of the above?

"Next Gen" is like an onion, it has many layers. On the surface, you have the physical layer, the Magic Bands and other RFID Media (Card Media, Key Fobs that the CM's use, and Vehicle media {like SunPass or EZtag}) These devices are attached to a UUID for a Guest. That UUID is what is used for all the other systems/databases that link you to the great hive mind that is MDE. But each system appears to be a "silo" or independent system, with a common user front end. Right now, it appears that FP+ does not validate against the turnstiles. You just have to have valid park admission.It also appears that each kind of reader is tasked for a specific database/system. They do not dabble into the other databases. Here is a rough overview.

It also appears that each of these individual systems can bring down a part of MDE but not all of it. If all of MDE goes down then it has to do with the Front End Database or the Front End App/web GUI.

Because each system is independent, each system can have it's own failure. I think it the problem is with the individual applications and not the system as a whole. But, if one system, one very VISIBLE system is having problems (FP+) then the whole package is perceived by customers to be flawed. I think there are many great successes in their rollout, but FP+ should not have been rolled out widely until they had the software bugs worked out. I also think the bugs are more evident to the über Disney fans, like us.

 

[DisneyKentucky]

If any of your business plan depends on educating the general public then you've already failed. The experience should be seamless for the guest.

Not true. New technology is not easily learned. No such thing as seamless and progress.

 

[DisneyKentucky]

"Next Gen" is like an onion, it has many layers. On the surface, you have the physical layer, the Magic Bands and other RFID Media (Card Media, Key Fobs that the CM's use, and Vehicle media {like SunPass or EZtag}) These devices are attached to a UUID for a Guest. That UUID is what is used for all the other systems/databases that link you to the great hive mind that is MDE. But each system appears to be a "silo" or independent system, with a common user front end. Right now, it appears that FP+ does not validate against the turnstiles. You just have to have valid park admission.It also appears that each kind of reader is tasked for a specific database/system. They do not dabble into the other databases. Here is a rough overview.

It also appears that each of these individual systems can bring down a part of MDE but not all of it. If all of MDE goes down then it has to do with the Front End Database or the Front End App/web GUI.

Because each system is independent, each system can have it's own failure. I think it the problem is with the individual applications and not the system as a whole. But, if one system, one very VISIBLE system is having problems (FP+) then the whole package is perceived by customers to be flawed. I think there are many great successes in their rollout, but FP+ should not have been rolled out widely until they had the software bugs worked out. I also think the bugs are more evident to the über Disney fans, like us.

Love that chart. You explained it very well. The fact that it's all different applications is a great point. It's false when people say "MDE" sucks. Just the application of Fast Pass + that is having the issue.

FWIW, I think they've answered many concerns pretty quick. Maybe people won't like the roll out but I think in the long run this project they will make their money back easily. I know I spend more because of the arm band.

 

[k5jm]

Love that chart. You explained it very well. The fact that it's all different applications is a great point. It's false when people say "MDE" sucks. Just the application of Fast Pass + that is having the issue.

FWIW, I think they've answered many concerns pretty quick. Maybe people won't like the roll out but I think in the long run this project they will make their money back easily. I know I spend more because of the arm band.

There are also waaaaay more systems at play then just the 6 I have listed. I am also wondering if they have just layered all this on top of their legacy BA Database. It would behove Disney to get data dips from there but not use it as 1 core database.

Maybe WebmasterAlex can way-in on potential system architecture. I am a Network and Telecommunications Architect and not an applications architect.

 

[AndyPok1]

Not true. New technology is not easily learned. No such thing as seamless and progress.

This. The one thing that surprised me the most when I used FP+ a few months ago was at Space Mountain. There was a queue of at least 100 people waiting to get into the FP+ line. Once you got there and were able to tap your band and walk in, it was normal fastpass, straight to the front. People just couldn't tap their bands/cards fast enough.

That's one issue I never thought of, and I'm sure it is driving operations crazy. Will it get better over time, or does there need to be a 2nd set (total of 4) entry poles, third option?

 

[DisneyKentucky]

There are also waaaaay more systems at play then just the 6 I have listed. I am also wondering if they have just layered all this on top of their legacy BA Database. It would behove Disney to get data dips from there but not use it as 1 core database.

Maybe WebmasterAlex can way-in on potential system architecture. I am a Network and Telecommunications Architect and not an applications architect.

I followed that but, we have reached my pay grade level.

 

[k5jm]

I followed that but, we have reached my pay grade level.

BA Database is a Big Booty Database.

 

[DisneyKentucky]

BA Database is a Big Booty Database.

I got that. I work with tech guys all the time and I am seeing the signs that this may go full on Radio Shack shortly.

 

[carmelhp]

Not true. New technology is not easily learned. No such thing as seamless and progress.

False, your "progress" should not be on the backs of the customer. The customer experience should be seamless. Your transition may not be seamless, but it's success shouldn't depend on the customer jumping through hoops you created. This is a fundamental service principle. The staff should be the only individuals doing the learning.

 

[k5jm]

False, your "progress" should not be on the backs of the customer. The customer experience should be seamless. Your transition may not be seamless, but it's success shouldn't depend on the customer jumping through hoops you created. This is a fundamental service principle. The staff should be the only individuals doing the learning.

Somebody tell that to Microsoft.

 

[jcb]

Somebody tell that to Microsoft.

ironic, as I just "downgraded" from Win8 to Win7.

I couldn't take it anymore.

 

[DisneyKentucky]

Somebody tell that to Microsoft.

Exactly. I think technology is never seamless. Even the best programs have major user error issues.

 

[k5jm]

Exactly. I think technology is never seamless. Even the best programs have major user error issues.

I am sure it all boils down to controlling users' expectations.

 

[DisneyKentucky]

I am sure it all boils down to controlling users' expectations.

That as well. Although a tougher task for a company like Disney.

 

[carmelhp]

Somebody tell that to Microsoft.

If Microsoft was selling vacations, I would. They're not the same and it's ridiculous to suggest that the two experiences should be similar in any way. Most people don't find figuring out how someone else's software or systems work to be compatible with vacation. Plus, WDW has been using it as a marketing feature regarding how great and easy it makes everything.

 

[k5jm]

If Microsoft was selling vacations, I would. They're not the same and it's ridiculous to suggest that the two experiences should be similar in any way. Most people don't find figuring out how someone else's software or systems work to be compatible with vacation. Plus, WDW has been using it as a marketing feature regarding how great and easy it makes everything.

I think you are not putting this in the right context. There has never been this kind of wide-ranging, customer impacting roll out for this kind of technology. There is no real way to compare it. the only context I can think of is old way vs new way. Legacy vs Bleeding edge.

I think they are the same. They are both selling/marketing products that have bugs/problems/incompatibility issues. Did the system work for us 90% of the time, yes. Is the 10% of MDE what I remember the most, yes. I do not remember signing an SLA that stated that WDW has to provide 90% or higher uptime for their systems. If a fireworks show program computer "Bluescreens" or a Programmable Logic Controller loses its mind during that show and that fireworks show is cancelled, does that impact my trip? Maybe a little, but once again, 99% of my trip is unaffected. WDW advertises fireworks in its commercials as well.

I did not see people demanding their money back because of a MDE fail.

 

[carmelhp]

I think you are not putting this in the right context. There has never been this kind of wide-ranging, customer impacting roll out for this kind of technology. There is no real way to compare it. the only context I can think of is old way vs new way. Legacy vs Bleeding edge.

I think they are the same. They are both selling/marketing products that have bugs/problems/incompatibility issues. Did the system work for us 90% of the time, yes. Is the 10% of MDE what I remember the most, yes. I do not remember signing an SLA that stated that WDW has to provide 90% or higher uptime for their systems. If a fireworks show program computer "Bluescreens" or a Programmable Logic Controller loses its mind during that show and that fireworks show is cancelled, does that impact my trip? Maybe a little, but once again, 99% of my trip is unaffected. WDW advertises fireworks in its commercials as well.

I did not see people demanding their money back because of a MDE fail.

So, if people have to wait 2 hours to get into a park because WDW's federated databases don't work well with each other, then you're OK with that from a customer service perspective? You're mighty generous with those guest's vacation time. Or, if half of your family shows up for a fastpass reservation and is told to come back 12 hours later, it's all OK? Mighty cavalier way to consider customers vacations as merely the collateral damage of the "bleeding edge." These guests are paying real money, some for a once in a lifetime trip, saying "tough" to them when a whole morning is wasted or they're told it's their fault when something doesn't work does not cut it. That's the context, real people.

 

[k5jm]

So, if people have to wait 2 hours to get into a park because WDW's federated databases don't work well with each other, then you're OK with that from a customer service perspective? You're mighty generous with those guest's vacation time.

No, I am not. But that is not a large percentage of people. I have not experienced that scenario.

Or, if half of your family shows up for a fastpass reservation and is told to come back 12 hours later, it's all OK? Mighty cavalier way to consider customers vacations as merely the collateral damage of the "bleeding edge."

That has happened. On one instance, the FP+ was corrected at the FP entrance. The other was a lazy CM that did not feel like doing guest remediation. I would have escalated higher if it was not about to pour down rain.

These guests are paying real money, some for a once in a lifetime trip, saying "tough" to them when a whole morning is wasted or they're told it's their fault when something doesn't work does not cut it. That's the context, real people.

Oh, the humanity!

Has any of this happened to you or is this hypothetical? Has your vacation been affected by the technology that has been deployed? It has happened to me and it has not impacted my trip or the real money spent on my "many more than once in a lifetime" trips. I have given the "mouse" more of my money than I care to remember.

I think more people have been affected by a Magical Express Bus breakdown or flat tire on their "once in a lifetime trip" than there have been people that have had a catastrophic "Disney face-plant" on MDE. Remember, participation in FP+ and MDE is still optional. I can still use regular card media at the gates. I can still make ADRs on the phone. I can request request card media for a room key.

I have been to WDW 4 times since MDE/FP+/MBs went into service and have never had a catastrophic, trip-regretting experience with the Next Gen technology. I am still more worried about RFID Cloning.

 

[AndyPok1]

It's an old cliche, but Disney is constantly evolving. Is it sad that there might be a crane in the background of a 'Once in a Lifetime' picture in front of the castle? Absolutely. But getting Dream Lights up is worth it.

Have there been bugs? Absolutely. Are things constantly improving? Absolutely.