The Roller Coaster Challenge

Disneyland has encountered challenges in ensuring that new cast members are well-equipped to manage guest interactions, particularly in high-energy environments like roller coaster attractions. Guest feedback has shown some dissatisfaction with how cast members handle situations involving height restrictions and long wait times, often resulting in disappointed families or frustrated guests.

After further analysis, it became clear that while new cast members are eager and motivated, they often lack experience in balancing empathy with enforcing necessary safety rules. This gap points to the need for consistent, hands-on training that prepares employees to manage guest interactions in a way that enhances both guest satisfaction and adherence to park policies.

To address the challenges identified, this project introduces a scenario-based eLearning experience that immerses new cast members in real-world guest interactions at roller coaster attractions. Through this interactive training, employees are guided on how to handle various scenarios, from explaining safety restrictions to managing guest disappointment effectively.

Key reasons why eLearning is the ideal solution for this challenge include:

Flexibility and scalability: eLearning allows cast members to access training at any time, ensuring it fits into their schedules. It can easily be scaled across different roles within the park.

Cost-effectiveness: The material can be adapted for different departments, making it a sustainable and budget-friendly training option that can be reused for future cast members.

Revisiting material: Learners can revisit the content to refresh their knowledge and continue improving their customer service skills.