Disney Treats Lines as a Service Design Problem

Theme parks have lines.  It’s a fact of life.  Disney is using a variety of tactics for dealing with it.

The New York Times gives a glimpse out how Disney handles this behind the scenes.

This bit is really interesting.

In recent years, according to Disney research, the average Magic Kingdom visitor has had time for only nine rides — out of more than 40 — because of lengthy waits and crowded walkways and restaurants. In the last few months, however, the operations center has managed to make enough nips and tucks to lift that average to 10.

They’ve managed to help folks get to one more ride a day, on average.  That’s significant, when you consider that they average over 80,000 visitors a day.

Still, I wonder if they see the fact that it’s going to take you several days to get to everything as a problem.  There’s more to Disney than just the park and getting people to stick around for the hotels and restaurants is probably part of the plan, too.


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