7. Pro – Increased options for improving guest experience
There’s one final upside to consider in the midst of Disney’s push for more tech integration in the parks—the shift has done much to expand guests’ options throughout the Disney parks experience.
A perfect example is Mobile Order—I love the fact I have the option to order counter service food throughout Walt Disney World without standing in an immense line, particularly if you often get stuck behind someone who hasn’t decided what they want to order by the time they get to the counter. Being able to place my order from anywhere in Walt Disney World, let them know when I’ve arrived, and easily pick it up from a counter when its ready is a delightful option.
Another example is the Merchandise Mobile Checkout feature. In select Disney park stores, you can use My Disney Experience to scan your merchandise and checkout using the app. Rather than waiting in the cashier line, you just do a quick check-in with a roaming cast member who quickly scans your purchase, then sends you on your way. The system isn’t very widespread yet, but it’s a great idea.
A more controversial one would be Genie+ and Individual Lightning Lane access. I definitely am not a fan of Genie+ in its current state—I think Disney did a poor job rolling out the system, setting it up to feel more like an upcharge guests feel pressured to use to avoid hassle rather than a true quality upgrade. However, I do appreciate that guests visiting from out of town for a rare Disney vacation have the option to use the service to get the most out of their vacation in a limited time.
There are dozens of ways technology has been implemented throughout Walt Disney World and Disneyland Resort to give guests options to enhance their experience should they choose: digital room keys, making park tickets available on MagicMobile, early resort check-in, and easy Photopass access are just a few cases.
8. Con – Losing the human element
We already touched on this with the “staring at the phones” phenomenon. It really is easy to get so glued to technology that connection with our loved ones is lost in the midst of our vacation. There’s another side to that problem, though...
In Disney’s zeal to integrate technology into every aspect of guest experience, there is a risk of losing the human element that makes Disney parks truly magical.
Right now, we are in a time where it feels like accountants are making a lot of the big decisions at Disney parks. Many core values that were mainstays of the parks experience are getting foggy. In the midst of labor shortages and pervasive budget cuts, Disney appears to be seeking to automate and streamline anything that can be handled by a technological system instead of a cast member.
The danger is losing the element of personal connection between guests and cast members that has set Disney apart for years. We haven’t crossed that bridge yet, but early signs are trending that way. If every potential interaction a guest might have with a cast member is replaced with a computer or phone, that opportunity for above-and-beyond guest service is lost. Guests may have a more efficient experience but not necessarily a memorable one.
We can see this in the realm of attraction design, too. If new attractions are largely based on creative use of screens, there’s an element of human creativity and artistry that gets lost. Guests end up feeling like we’ve moved from staring at a smartphone screen to staring at a bigger screen from a ride vehicle. It’s not that screens can’t be used creatively in attraction design (Millennium Falcon: Smugglers Run is, in my opinion, one of the better uses of this technology)—but if that becomes the default, some depth and immersion is definitely lost.
A visit to Disney parks isn’t just about rides, restaurants, and shopping—the cast members are the ones who really make the parks come alive. From characters to ride operators, every cast interaction with a guest is an opportunity to make someone’s vacation unforgettable. The more these moments are stunted and dumbed down, the more is lost. Over-implementation of technology to replace cast member roles definitely can have this effect.
Is too much tech ruining the Disney experience? That’s really going to come down to your own preferences and perception. There are some big plusses and leaps that have been made thanks to Disney’s efforts for technology integration, but there are also some significant problems that have had a noticeable negative impact on the parks experience. I wouldn’t go so far as to say the experience is completely ruined, but there are some areas that continue to raise cause for concern—the biggest of which is maintaining the element of human connection.
How do you feel about the push towards technology being so integrated into the Disney parks vacation experience? What works and doesn’t work for you? Let us know in the comments or on Facebook and by voting in our poll below! Thanks for reading!
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