Customer Reviews (100)

Jeanne Engel • 2025-03-31T02:37:48.560Z

This is a terrible app. I have tried to purchase tkts for 2 hours online and could never complete the payment. Then I tried to get the credit card and it would never accept my password. I spent over 2 hours and wasted my time! It is a terrible terrible app! I thought Disney was more sophisticated than this.

T Deem • 2025-03-31T00:37:30.658Z

convenient and usefull way to push the upsell

Noah • 2025-03-30T19:10:57.530Z

unusable to make park reservations. fix the endless login glitch.

Summary of Key Insights

The My Disney Experience app receives mixed reviews, with a significant number of users praising its usefulness for planning and navigating Walt Disney World, while others report frustrating technical issues and usability problems. The app's strengths lie in its convenience for managing reservations, accessing wait times, and providing park navigation. However, users frequently complain about bugs, login issues, difficulties with making purchases (especially Lightning Lane), and a confusing user interface. There's also a recurring theme of the app heavily pushing upsells, which some users find intrusive. The overall sentiment is moderately positive, but the negative experiences significantly impact user satisfaction. The app has an overall rating that trends toward positive but the negative reviews highlight significant usability and technical issues.

Quantitatively, the app has a decent distribution, with 52% of reviews being 5-star. However, a notable 35% of users rated the app 1- or 2-star, indicating substantial dissatisfaction among a significant portion of the user base.

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, assuming recent reviews.
  • Analysis Methods: Sentiment analysis (categorizing reviews as positive, negative, or neutral), keyword extraction (identifying frequently mentioned terms and issues), and thematic analysis (grouping reviews based on common themes and topics). This analysis also involves calculating score distribution percentages from the provided data.

Key User Pain Points

  • Technical Issues/Bugs: Frequent reports of bugs, glitches, and errors that prevent users from completing tasks like making reservations, purchasing tickets, or accessing key features.
  • Login Problems: Many users struggle with endless login loops and difficulties accessing their accounts.
  • Payment/Purchasing Issues: Problems completing transactions, particularly for Lightning Lane purchases, are common. Errors during payment processing are a major source of frustration.
  • Usability/Navigation: Users find the app confusing and difficult to navigate, with important information hidden or hard to find. Redundant options and unclear menu labels contribute to the problem.
  • Slowness/Performance: Some users report that the app is slow and unresponsive, especially on Android devices.
  • Mapping Issues: Reports of the map feature hanging or requiring excessive permissions.
  • "Stuck" Lightning Lane Reservations: Users experience issues where they are unable to make further Lightning Lane reservations because the system thinks they have an active one that is not actually active.
  • Room Check-in Issues: Problems reported with the app failing to rectify check-in issues.
  • Date Issues: Date selection issues on tablets.

Frequently Requested Features

Based on the provided reviews, there are not explicit requests for new features. The focus is on fixing and improving existing functionality. However, implicit feature improvements requested include:

  • Improved Navigation and User Interface: A more intuitive and user-friendly design.
  • More Reliable Performance: Addressing bugs, glitches, and slowness.
  • Simplified Payment Process: Easier and more reliable payment options.
  • Improved Integration: Better integration with other services like Chrome, Android Pay, and Google Accounts (while addressing privacy concerns).
  • Better Reservation Management: Easier access to and management of existing reservations.
  • Video Tutorials: Requests for video tutorials for general public on how to navigate the app.

Strengths and Positive Aspects

  • Convenience: Users appreciate the app's convenience for managing reservations, tickets, and plans in one place.
  • Wait Times: Real-time wait times for rides are a highly valued feature.
  • Park Navigation: The GPS-enabled map is helpful for navigating the parks.
  • Mobile Ordering: Mobile ordering of food is a popular feature.
  • Straight to Room Feature: The ability to go straight to your room is appreciated.
  • Organization: Helps organize Disney holidays and trips.
  • Easy to use: Some users find it easy to use.

Prioritized Action Recommendations

High Priority:

  • Fix Critical Bugs and Errors: Address the most frequently reported bugs and errors that prevent users from completing essential tasks like making reservations and purchases. (Impacts core functionality)
  • Improve Login Reliability: Resolve the login issues that cause frustration and prevent users from accessing the app. (Access Denial)
  • Optimize Performance: Improve the app's speed and responsiveness, especially on Android devices. (Usability)
  • Address Lightning Lane Issues: Fix the issues with "stuck" Lightning Lane reservations and payment errors. (Revenue Impact)

Medium Priority:

  • Enhance Usability and Navigation: Redesign the user interface to make it more intuitive and easier to navigate. (User Experience)
  • Simplify Payment Process: Streamline the payment process and address payment processing errors. (Revenue Impact)
  • Improve Map Functionality: Address issues with the map feature hanging and improve its accuracy. (User Experience)
  • Reservation Management: Make it easier to find and manage existing reservations. (User Experience)

Low Priority:

  • Reduce Upselling: Tone down the aggressive upselling tactics to improve the user experience. (User Experience)
  • Add Video Tutorials: Create video tutorials to guide users through the app's features. (User Experience)

Opportunities for Startup Ideas

  • Disney App Usability Consultant: A consulting service focused on improving the user experience of the My Disney Experience app. This could involve user testing, UI/UX design recommendations, and development support.
  • Enhanced Disney Trip Planner App: A third-party app that integrates with the My Disney Experience app to provide a more user-friendly interface for planning and managing Disney trips. This app could focus on simplifying the reservation process, providing better navigation, and offering personalized recommendations.
  • Real-Time Disney Trip Support: A service that provides real-time support to Disney guests using the My Disney Experience app. This could involve answering questions, troubleshooting technical issues, and helping users navigate the parks.
  • Disney App Alternative: A third-party app that provides similar functionality to the My Disney Experience app but with a focus on improved usability and reliability. This app could leverage publicly available data and APIs to offer wait times, park maps, and other useful information.

Trends and Observations

  • Android vs. iOS Discrepancy: Several users noted that the app performs significantly better on iOS devices than on Android devices, suggesting a need for platform-specific optimization.
  • Negative Sentiment Related to Specific Features: Negative reviews often focus on specific features like Lightning Lane purchases, map functionality, and reservation management, indicating areas that need targeted improvement.
  • Positive Sentiment Focused on Core Functionality: Positive reviews highlight the app's usefulness for accessing wait times, navigating the parks, and managing reservations, suggesting that the core functionality is valuable but needs to be more reliable.
  • Upselling Backlash: Users are increasingly sensitive to aggressive upselling tactics, suggesting a need for a more subtle and user-friendly approach.

Conclusion

The My Disney Experience app is a valuable tool for planning and navigating Walt Disney World, but it suffers from significant usability and technical issues. Addressing these issues should be a top priority to improve user satisfaction and ensure that the app meets the needs of all guests. Disney should focus on fixing bugs, optimizing performance, improving navigation, and simplifying the payment process. By addressing these issues, Disney can create a truly magical experience for its guests.

Overall Recommendation: Prioritize bug fixes and performance improvements, followed by usability enhancements.

Original App Link

https://play.google.com/store/apps/details?id=com.disney.wdw.android