A hands-on supernatural experience that sets the mood as you wait to enter the Haunted Mansion.The chance to create magical projections on the ceiling whilst waiting for the Seven Dwarfs Mine Train.A themed soft play area within a circus tent before their Dumbo ride.Keeping people occupied and entertained is Disney’s specialty, so it should be no surprise they’re the experts in distracting people from the fact that they’re waiting in line.ĭisney has even gone as far as designing exclusive interactive games that can only be found in certain queues at their theme parks, including: RELATED: The Psychology of Queueing Revealed in 6 Simple Rules And if you don’t feel like you’re waiting, the wait passes quicker. If you have something to do while you wait, you don’t feel like you’re waiting. One of the core tenets of queue psychology is that unoccupied time feels longer than occupied time. Immersive queues like the one described above don’t just get people excited for the ride, they also distract them from the fact that they’re waiting at all. Stronger, more positive memories after they’ve experienced it.A higher likelihood of enjoyment when customers get access.A greater sense of wellbeing and excitement while customers wait.This strategy is rooted in research on anticipation psychology, which has shown that building positive anticipation can create: To immerse them in the world and build their excitement and anticipation for the ride. They’re designed to get people in the mood. The queues at Disney are more like a warm-up act for the main show. You pass through the lab to the briefing room, where costumed staff inform you of your mission. These caves flow to a laboratory bunker filled with strange creatures, immersive sound effects, and sleeping avatars. The queue begins in a jungle, which you pass through to reach large caves with ancient rock carvings on the wall. To ride on the Avatar Flight of Passage, for example, you first must enter into the Avatar world of Pandora. This is perhaps the most important change the early Imagineers made to Disneyland’s queues: they expanded their notion of the customer experience by making the queues a part of the rides. They’re fully-fledged interactive experiences that just happen to control the flow of guests to rides. Queue), the world’s preeminent expert in queuing.ĭiscover the 6 ways Disney creates queues their guests love, how you can use these strategies to improve your queuing experience, and the lessons Disney can teach you on optimizing virtual waiting rooms and the art of online queuing.Īt present-day Disney Parks, the queues are much more than just queues. In their tireless efforts to improve the experience of queuing, the Imagineers essentially invented the field of queue psychology, says Professor Richard Larson (also known as Dr. Thanks to the Imagineers, Disney Parks may just have the happiest queues on earth. They dream up and design everything from the rides to the architecture to the food to the shows-even the queues. Originally made up of Disney’s animation experts, the Imagineers are the ultimate customer experience experts.įrom the moment you step into a Disney Park, everything you see, hear, and feel, is carefully considered and curated by the Imagineers. In the 70-odd years since, it’s become the most-visited theme park in the world, opened 5 new international locations, and generated hundreds of billions of dollars in revenue. The first Disneyland opened in 1955 in Anaheim, California.
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