The document discusses key lessons learned from Walt Disney World about attention to detail, customer service, and creating a magical experience. It emphasizes that every person plays an important role and each small detail matters. Disney World succeeds by making customer service a top priority, rewarding employees, and maintaining high standards of cleanliness, safety and customer satisfaction.

1. Things that I learned at
the House of Mouse.
H E L L O
Photo Credit: https://www.flickr.com/photos/expressmonorail/5499757278/

2. Walt
Disney World An Event Apart
Photo Credit: https://www.flickr.com/photos/expressmonorail/3645729212/

4. We need to destroy the “make
it pretty” culture and explain
to people why we do things.
Photo Credit: https://www.flickr.com/photos/expressmonorail/3043760419

5. Everyone in this room is a
web designer.
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6. “We don’t design for browsers,
we design for people”
- Jeffrey Zeldman
Photo Credit: https://www.flickr.com/photos/oldpatterns/5479848681

7. What makes a design great is
attention to detail.
It’s really that simple.

8. Never Fucking Settle
http://www.goodfuckingdesignadvice.com/advice/31/

9. http://www.goodfuckingdesignadvice.com

10. “Being Responsive from a
layout perspective should not
preclude us from being
responsive from a
performance and interactive
perspective.”
- Scott Jehl
Photo Credit: https://www.flickr.com/photos/expressmonorail/4292856521/

11. h"p://www.akamai.com/dl/whitepapers/ecommerce_website_perf_wp.pdf

13. h"p://www.webperformancetoday.com/2013/03/27/top-­‐ecommerce-­‐sites-­‐are-­‐slower-­‐than-­‐they-­‐were-­‐last-­‐year/

14. Photo Credit: h"p://www.flickr.com/photos/nathaninsandiego/4829858186/

18. Photo Credit: hh"p://www.flickr.com/photos/beautyredefined/2643858323/

19. Photo Credit: h"p://www.flickr.com/photos/puuikibeach/3654517679

20. Are there some potential issues with
Responsive Web Design?
UH OH!

21. Nah.

22. We just need to pay as much
attention to load times and page
weight as we do with beautiful
design, copy and functionality.

23. Personality informs everything.

24. Same personality?
Oprah Jennifer Lawrence

25. Trustworthy. Professional.
Oprah

26. Funny. Adventurous.
Jennifer Lawrence

27. Always communicate &
review everything.

28. Choose your words wisely.

29. Turn negative situations into
positive ones and have fun.

30. http://www.voiceandtone.com

31. We are all designers.

32. Make the right choices.

39. To all you queers. Go back to
your holes and wait for GOD.
Hell awaits you pervert.
Good luck singing there.
“ “

40. I felt like someone hit me
in the stomach with a bat.
“
“

41. This was designed by people like us.

42. “It’s good enough.”

43. Unacceptable.

44. If we see something that sucks, it’s
our job to tell someone and/or fix it.

45. When you see something that
is technically sweet, you go
ahead and do it and you argue
about what to do about it only
after you had your technical
success.
“
“

46. When you see something that
is technically sweet, you go
ahead and do it and you argue
about what to do about it only
after you had your technical
success. That is the way it
was with the atomic bomb.
“
“
- J. Robert Oppenheimer

47. As designers, we are responsible for
what we put into the world.

48. New Fun Tools
- Kissmetrics
- GoSquared
- Gauges
- MixPanel
- Chartbeat
- Crazy Egg
- Optimizely
- Grunticon/Grumpicon
- ffffallback
- Css-tricks.com
- Webaim Contrast Checker
- experimentcalculator.com
- Webpagetest.com
- Grunt.js
- Enhance.js
- Cloud to Butt Plus

49. Walt
Disney World
Photo Credit: https://www.flickr.com/photos/expressmonorail/3645729212/

50. History

51. Oswald

52. Photo Credit: http://cdn.theatlantic.com/static/infocus/nycm042712/s_n21_wpa00552.jpg

53. Photo Credit: https://www.flickr.com/photos/sansbury/10489004115/

57. - Cleanliness
- Safety
- Customer Service

64. Main Street/Utilidoors

65. Main Street/Utilidoors

66. 7W A L T D I S N E Y W O R L D
S E V E N K E Y S
W A L T D I S N E Y W O R L D
S E V E N K E Y S

67. Who is Disney Worlds competition?

68. The competition is anyone the
customer compares you with.
F I R S T K E Y
1

69. Pay fantastic attention to detail.
S E C O N D K E Y
2

71. Everyone walks the talk.
T H I R D K E Y
3

72. 70,000

73. Everything walks the talk.
F O U R T H K E Y
4

77. Customers are best heard through
many ears.
F I F T H K E Y
5

78. Every cast member is a customer
service executive.

79. Reward, recognize and celebrate.
S I X T H K E Y
6

82. Xvxryonx makxs a diffxrxncx.
S E V E N T H K E Y
7

83. Somxtimxs I gxt to thinking that what I do doxsn’t mattxr. But
whxn I start thinking that way, I rxmxmber my old typxwritxr.
Most of thx kxys workxd finx most of thx timx. But onx day, onx
of thx kxys stoppxd working altogxthxr. And that rxally mxssxd
xvxrything up. So whxn I’m txmptxd to say, I’m only onx pxrson,
it won’t makx much diffxrencx if I don’t do this quitx right, I
rxmxmbxr my old typxwritxr. And I say to mysxlf: “I am a kxy
pxrson and nxxdxd vxry much.”
S E V E N T H K E Y

84. Now, who wants to go to Disney?
I say we leave tomorrow.
T H A N K S !
Photo Credit: https://www.flickr.com/photos/expressmonorail/5499757278/

85. This presentation was made for you
in Power Point. It was a struggle.