Balancing Enjoyment and Efficiency: Sensory Cognizant Queueing in the Happiest Place on Earth

Abstract

The aim of this project is to create a queueing framework to be implemented in Walt Disney World that maximizes guest enjoyment and efficiency of movement, while also taking into consideration sensory needs of guests with intellectual and developmental disabilities (IDDs). To achieve these goals, this project explores the idea of a “second story” being added to Disney World in the form of queueing spaces to both maximize perceived efficiency and utilize verticality that is currently being wasted. The results from this research include observations from spatial ethnography conducted in Disney World, survey data regarding queueing systems in general and in Disney World, and a framework for a queueing system that meets all of the requirements for efficiency, enjoyment, and accessibility as defined by the survey and spatial ethnography. Drawings of two queueing systems that implement this framework are included to better conceptualize how these queues fit into the space, as well as a representative structural analysis of the typical building an attraction queue adhering to this frame- work would be housed in. This new queueing framework, if implemented and found successful, could be replicated in other facets of life to improve queueing experience for all people, regardless of ability.