My Review of the Disney World Application: The Good, The Bad, & The Time-Efficient

I've spent the last several blog posts talking about online communities, algorithms, digital footprints, adaptive data tracking, messaging apps, and the ways social media shapes how we learn. This week, though, I experienced something that made me realize some of the best learning technologies don't always feel like learning technologies. I spent 3 days at Disney World, which may be 1 to 2 days longer than needed with my 6-year-old daughter and my 5- and 7-year-old nephews.

Now, before anyone says, "Of course the Disney app is good—they're Disney," hear me out. I wasn't impressed because it looked pretty (aesthetically, it is nice though). I was impressed because it quietly became my performance support system for the week. I never had to ask a Cast Member where the nearest restroom was. I never wondered whether Pirates of the Caribbean had a shorter wait than Tiana’s Water Ride (which is not a disappointment, considering all the hardcore Splash Mountain fans). I never questioned whether I should mobile order lunch now or wait another hour. I could place orders for pickup at lunch kiosks and restaurants on the parks’ sites. The app answered those questions before they became problems- I believe that’s exactly what performance support is supposed to do.

Instead of requiring me to remember maps, restaurant hours, ride locations, Lightning Lane reservations, or even when the next bus was arriving to take us back to the hotel, the Disney World app provided information precisely when I needed it. It reduced the mental workload of navigating a park visited by thousands of people every day. The more I thought about it, the more I realized Disney wasn't trying to teach me how to use Disney World. It was helping me perform successfully inside Disney World.

This week's readings discuss how social media and online communities become more valuable when they move beyond broadcasting information and instead encourage interaction, responsiveness, and community building. Young and Rossmann (2015) describe how a university library dramatically increased community engagement after shifting away from one-way announcements toward personality-rich content and genuine interactions with users. Rather than simply posting information, they intentionally designed their social media around connecting with people, responding to questions, and creating a stronger sense of community. Disney does something similar: the app certainly broadcasts information like attraction wait times and parade schedules, but that's only part of its purpose. It also helps guests coordinate plans with one another, manage Lightning Lane reservations, place mobile food orders, locate family members, navigate unfamiliar spaces, and share experiences throughout the day. Instead of existing as a digital brochure, it becomes an active participant in the park experience. I also appreciated something I normally complain about in apps… ironically, the notifications I ranted about earlier this week.

The more useful the app became, the more often I found myself staring at my phone instead of the environment around me. I caught myself checking wait times while walking through beautifully themed lands, comparing dining reservations instead of enjoying the atmosphere, and refreshing ride availability almost like checking social media. There were moments when I had to intentionally put my phone away and remember why I came in the first place. The best performance support systems reduce cognitive load, but they shouldn't replace the experience they're supporting.

If I had one takeaway from using the Disney World app, it's that effective digital design isn't just about providing information. It's about anticipating users' needs, delivering support at the right moment, and helping communities accomplish their goals together. Disney designed an app that doesn't simply tell guests where to go; it helps thousands of people navigate the same shared space while minimizing confusion and maximizing enjoyment.