SWG: New Game Experience Q&A, Part One

GameSpot has conducted an interview with Sony Online's John Smedley, quizzing the developer about the recent "New Game Experience" rollout for Star Wars Galaxies and the MMORPG industry as a whole. Here's how the Q&A starts off:
Q: Tell me a little bit about the process that goes into this kind of product management and repositioning in the marketplace. How do you get to that point?

A: I guess this all started when Jim Ward became president of LucasArts. [As a group], we asked ourselves what could we do to significantly improve Galaxies. Star Wars is a big mass-market IP and we always felt like we had underdelivered on the Star Wars experience.

I think the numbers that we had, while they're OK for the MMO space, could be a lot bigger, given the amount of people that know about Star Wars.