Intro

Project Overview
  • The Profile section of the website had not been updated for several years
  • New initiatives involving child accounts required more attention to the profile space
  • While this initially started as a collection of small enhancements, our team pitched a full redesign of the pages to facilitate ongoing improvements and better serve our guests.
What is Profile?
  • The Profile space is where Guests manage their Account, but also specific features for the Parks and Cruise Line
  • The main unique feature is Family & Friends
  • This feature keeps track of each individual Guest in a party and what tickets, reservations, MagicBands, and other plan information they are involved in
  • Guests can connect with others to plan as one cohesive group
  • This is useful for Multi-Family visits or Groups of Friends, where different group would like to pay and manage for their own itinerary

Updated Navigation

Before and after our efforts. Profile now allows for easier browsing and discovery and can scale for new features

My Role

Disney Profile
Manager, Product Design
January 2023 - July 2024
I was the Design Manager for this effort. I had a team of 4 Designers who reported to me and were all new to the organization. I helped educate the team on the Disney Parks ecosystem and background. We met multiple times a week to provide feedback and work through problems. We also user tested both the overall structure and feature additions to ensure we would expect measurable positive outcomes and clarity.

The team took the opportunity to explore the larger redesign effort, while I helped to tighten the pitch and reassure product stakeholders that we were maintaining the current scope while looking ahead to projects on the larger roadmap.

I communicated updates to leadership and helped ensure the improvements were strategic and addressed Guest and Park Operations concerns

Additional
Improvements

Family and Friends

Updates were made to the Family and Friends list to make it clearer when Guests have requests and how Guests are connected to people they manage or are just connected with. We also made efforts to collect all Tickets and Media in one place, but additional development was underway when I left.

Add a Guest

Guests can now search directly for other users by their email or phone number. Guest creation flows offered more clarity and guidance for users under 13 or 13 to 17. This also future-proofed the flow for any changes to child and teen laws.

Merge Guests

Families with multiple versions of the same child can merge profiles while keeping all attached Tickets and Reservations together. Previously, Guests had to call the help center to perform this action

New Email Templates

Email design and information architecture were updated to reflect the new art direction and feature set.

Project Launch

Launch Details
  • Features showcased above were rolled out over 2024 and some after I left the company
  • The effort was met with positive feedback from Guests in user testing and Park Operations who often issues over the phone and in the park
  • Call volume in regards to Merging Guest Profiles was reduced by 25% after the launch of Merge in April 2024

Other Projects

Thank you for your time!

If you have any questions or want to talk more

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