How might Disney reimagine its character meet-and-greets to create more memorable interactions for visitors?

Introduction

To reimagine Disney's character meet-and-greets for more memorable visitor interactions, we need to analyze the current experience, identify pain points, and develop innovative solutions that leverage Disney's unique strengths. I'll outline a strategic approach to enhance this crucial aspect of the Disney park experience.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the target audience for these meet-and-greets. Could you help me understand if we're focusing primarily on families with young children, or if there's a broader demographic we're trying to cater to?

Why it matters: Determines the tone and nature of interactions we design Expected answer: Primarily families, but with a growing adult fan base Impact on approach: Would balance child-friendly elements with nostalgic experiences for adults

• Considering user behavior, I'm curious about the current engagement levels. What's the average time spent in a meet-and-greet, and how does this compare to Disney's target metrics?

Why it matters: Helps identify if we need to focus on extending interaction time or improving quality within existing timeframes Expected answer: Average time is 2-3 minutes, below the 5-minute target Impact on approach: Would prioritize solutions that encourage longer, more meaningful interactions

• Regarding pain points, I'm wondering about the waiting experience. Can you share data on average queue times for popular characters and any feedback on the waiting process?

Why it matters: Determines if we need to focus on queue management or in-interaction improvements Expected answer: Average wait times of 60-90 minutes, with negative feedback on the waiting experience Impact on approach: Would explore solutions to enhance the pre-interaction experience and manage expectations

• Thinking about Disney's broader objectives, how does improving meet-and-greets align with the company's current strategic goals? Are we looking at this as a way to increase overall park satisfaction, drive merchandise sales, or something else?

Why it matters: Ensures our solutions align with Disney's overarching business strategy Expected answer: Primary goal is to increase overall park satisfaction and encourage repeat visits Impact on approach: Would focus on creating lasting memories that drive emotional connection to the Disney brand