While the creation of signage and graphics programs to orchestrate wayfinding and orientation may seem relatively straightforward, the complexity of the environments in which we work demands the input and collaboration of many stakeholders and an acute understanding of the behavioral patterns of the users.
Kaiser Permanente, Redwood City, Master Sign Program Documentation
Each type of facility presents different challenges to navigating the space. The importance of appreciating user needs has proven to be a key factor in the satisfaction of visitors to any environment. For example, the frustration of getting lost is consistently ranked among the top complaints cited in surveys of people’s visits to healthcare facilities. Users may first blame themselves for their inability to find their way but very quickly redirect their frustration to the facility. The negative impact on brand image, confidence and trust in the organization is significant.
Sutter Camino Medical Group, Brochure & Icon Program
Healthcare environments are especially vulnerable due to the circumstances of the users. The majority are experiencing physical and emotional stress that dramatically impacts their perceptual abilities. Additionally, the decentralized way that hospitals and clinics deliver care today means patients often have to self-navigate to a number of locations in the course of a visit. Being disoriented or lost exacerbates an already anxiety producing situation. If the visitor’s pathways to their destinations are made easy, their angst can be minimized.
CADENCE Headquarters, Campus Pedestrian Orientation Directory
CADENCE Headquarters, San Jose, California
While healthcare environments may present the greatest wayfinding challenges, every type of facility has factors that can impact the ease of use. The elements of design – legibility, size, color, layout, field/ground relationships and especially illumination play a part. However, the most important aspect of a successful wayfinding experience is delivering the relevant information only where it is needed. Tracking from decision point to decision point has proven to be the most manageable way for visitors to process information.
nVIDIA Headquarters, San Jose, Califiornia
Current research regarding healthcare wayfinding has proven that signs alone are not the entire solution. Designers are turning to Integrated Wayfinding Systems to help get visitors to their destinations. In hospitals, an Integrated Wayfinding experience might start with appointment reminder cards that include directions, utilize the hospitals web site to display plans, maps and department directions, and provide an interactive digital source of maps upon arrival. All of these tools are now being used in a variety of complex environments in conjunction with traditional exterior and interior signage. Consistency of language and terminology is also critical throughout and must align with the lexicon of the staff. Employee training on how to give directions must be a part of any program, regardless of the public venue.
CHW Sequoia Hospital, Wayfinding Strategy Diagram
CHW Sequoia Hospital, Sequoia Walk Wayfinding Identity
CHW Sequoia Hospital, Appointment Card and Website Concept
So while a comprehensive wayfinding and orientation program may appear to be simple, its complexity and its impact on the visitor experience is significant.
Matt Brown joins the GNU Group after a 20-year tenure as Vice President of Design Services for Innerface Architectural, a national design/build company focused on the healthcare and educational communities where he led the company’s design team and managed the 40 person marketing and customer support staff.
Click to read Matt’s Bio
