DES 337/437/537 Hospital Wayfinding Report · JKMD Hospital Wayfinding Report 6 existing healthcare systems. We looked at existing digital kiosk technology and the use of QR codes

Hospital Wayfinding ReportJune 11, 2014

Janelle Hollod

Kaiqiao Chen

Michael Parillas

Deanna Bains

DES 337/437/537

JKMD Hospital Wayfinding Report 2

Hospital Wayfinding is a project dedicated to finding a solution to improve user

experience and navigation at the University of Alberta Hospital. The class of

DES 337/437/537 was given the opportunity to develop both a short term and

long term solution. The solutions could fix an existing problem or create a new

solution to enhance the wayfinding and the overall hospital experience. The

solution would target several user groups and accommodate those from different

backgrounds. Patients and staff are the primary audience for our solution,

and visitors are our secondary users. The problem that our design is meant to

address is that the hospital needs an adaptable and changeable system that can

be integrated into an already complex environment.

The project focused on identifying a short term and long term solution for the

dynamic space that is the hospital. We needed a design that would address

the multifaceted needs of the hospital and its users. Our specific task was

wayfinding in the hospital environment, which included both navigation and

experience. Our short term solution is meant to be feasible with existing

technology, and be easily adopted into the existing space. The long term

approach we designed elevates the hospital experience by using future forecast

technology, personalized user experience and integration with an essential part

of the existing healthcare system.

We kept in mind of the stakeholders in our system, including patients and

staff as primary users and visitors as our secondary, and considered the

administrative stakeholders by thinking about the budget and existing hospital

policies and needs.

In order to obtain a better understanding of the current issues present in the

hospital, we took tours at the site and created our own wayfinding exercises

to experience the hospital environment. We found that the existing wayfinding

system was not as dominant as it needed to be in the entrances and the

signage was difficult to interpret for first-time hospital users. The current maps

are very cluttered, and the hallways within the units are hard to distinguish. As

you go further into the hospital, there are barely any directories and far fewer

maps available, which makes it burdensome for users to reroute without going

back to a major entrance. The maps that are available show less information,

and so users have to rely mostly on directional signs, which are inconsistent in

both content and placement.

Introduction & Problem Statement


Another major issue we found was that the language on the Alberta Health

Services website did not match the language on the signs, which made it very

difficult to find the locations we were looking for. The directory of units on the

AHS website did not have locations for many of the areas, and the names and

locations of some areas were incorrect. The maps available online had many of

the same problems as the ones within the space because they did not provide

an accurate representation of the hallways. We chose to begin our wayfinding

solution by creating new maps that would be digitally based in order to allow

updates to accommodate changing hospital spaces. It would include search

capabilities to bridge the language gap between the existing floor plan and the

website, and to help clarify the complex layout for users.


Design Sprints

In the first week of class, there were a few initial exercises that helped us

brainstorm about hospital wayfinding. We used exercises called Design Sprints,

which are a series of many short and fast activities that explore the topic. In

these Sprints, we were able to develop ideas in a completely open environment,

examining every aspect of the solution and considering all the variables created

by different users.

Our first exercise was on post it notes, where we wrote down as many thoughts

we could about various wayfinding and hospital experience and navigation. We

created fast storyboards to think about user scenarios and our target audience

in order to understand the potential constraints and limitations we might

encounter in our design. These exercises helped us engage with the project

early and broaden our understanding of what a potential solution might include.

Wayfinding Case Study: City Center Versus Southgate

In order to look at different approaches to wayfinding in a complex environment,

our group did an exercise to compare the wayfinding system of two different

locations that share the same purpose. The locations we looked at were

the Southgate and Edmonton City Center shopping centers, because these

locations have diverse floor plans and accommodate traffic flow similar to a

hospital. However, unlike the hospital, one purpose of the mall is leisure and

entertainment. We were also able to consider how wayfinding can contribute to

making the experience as pleasant as possible for the user.

We were able to look at the pros and cons of both wayfinding systems in order

to gain a better understanding of what makes the system effective. We looked

into the significance of color and type and how it can create a positive user

experience. As well, the use of interactive technology was considered, since it

was present in both of the shopping centers. The digital maps available were

both on touch screen kiosks, which allows users to access an interactive

platform to find their way.

Primary Research (Survey & Services Analysis)

In order to understand user experience, we created a short survey for hospital

patients and staff in order to see if our assumptions about health wayfinding

Research & Data Collection


were correct. We asked questions about navigating the hospital, planning trips

in advance, and if there were any points of confusion for hospital users. The

survey was intended to give us some initial ideas about the user experience to

get us thinking about the hospital and how people interact with it.

One of our goals was to create friendly icons to add visual elements to the map

and wayfinding system, which required us to understand the list of services the

hospital offers. We reviewed all the services by looking at the hospital directories

and the online list of services, and defined the services using understandable

language.

Secondary Research

Before making any decisions and assumptions, we did a plethora of research

about hospital wayfinding, signage and in general hospital design, which

included color theory, typography and other visual system elements like icons.

Our wayfinding research was largely inspired by the design of airports because

there are many successful wayfinding systems in airports around the world. One

designer we looked at in particular is Paul Mijksenaar, a wayfinding designer

who has created systems for many different types of environment, from airports

to zoos. His philosophy using the 4 C’s, Continuity, Conspicuity, Clarity and

Consistency (Mijksenaar, 2013), was a major influence on how we approached

our initial research and development.

One of the areas we did secondary research in was hospital experience, looking

at surveys of patient experience and particularly at the use of technology in


existing healthcare systems. We looked at existing digital kiosk technology and

the use of QR codes.

Color was a delicate topic to consider with a hospital environment, as color can

affect mood and tone of an environment. The hospital currently does not employ

much color in the general areas, but in individual departments they have certain

colored rooms. With that in mind, we did a lot of research about color and color

theory and came across a helpful paper by Sheila Bosch called The Application

of Color in Healthcare Settings. The paper helped us carefully consider how to

employ color in both the signage we originally intended to do, and in the design

of our map system. It was important to choose colors that would not make the

environment feel bleak and unapproachable. It is possible to employ color in

a hospital setting in such a way that it is engaging and makes the atmosphere

lighter.

Reading case studies and watching videos from successful designers helped

us establish well-reasoned design choices and guided us to many important

considerations in our project. A lot of research went into our long term solution

regarding future technology. We considered many different technological

applications for the long term solution, and we researched the use of digital

interfaces used in healthcare, the cost of touch screens, and the use of QR

codes and other technology that connects print and digital signage.

Wayfinding Exercise

Ben took us on two hospital tours, where we looked at areas that caused traffic

problems and had poor or no signage, and in order to see how this affected

user experience. We did an exercise where each group member started from


a different entrance, and we did a scavenger hunt for the same location to

see how easy it was to locate different units. The purpose of this exercise was

to experience what new users see and feel, and to understand what it is like

to navigate the hospital alone. To do this, we chose locations on the website

before going to the hospital and attempted to find them once we arrived. In

addition to the wayfinding problems within the space, we found that the website

was very outdated and did not reflect the location of units in the current space,

and that the language on the website did not reflect the language in the hospital.

It was this experience that inspired our final solution, although it took us some

time to fully understand the significance of the experience.


Prototyping

For our prototypes, we made rendered maps with a 3D visualization to help

emphasize the different hallways and buildings within the hospital. We also did

a prototyping exercise with our icons to get user feedback on the clarity and

message behind them. We composed a sheet of our icons, with matching terms,

and created a matching game. From there, we were able to get crucial feedback

about what was working and what was confusing and misleading. From there we

were able to change and adapt new icons and further advance our system for

universality and unity.

We had initially planned to create a visual system and interior signage system

for the hospital, using digital maps and touch screens for the long term, and we

did research into wayfinding color and typography. We presented some initial

ideas to our client, and we found that he was focused on a small aspect of our

proposed solution that we had not fully considered. This feedback from the

client completely changed the approach we were planning to take. We decided

not to create a physical signage system because the visual system we were

creating could be incorporated into the existing signage structure of the hospital

at a later date. Our new direction was to create a digital interface that could

be accessed on a website, a mobile device, and in digital touch-screens in the

environment.

Mockups


Our initial prototype was a single screen with a rendered map and a list of

directory information for the floor. We used this to think about how our digital

interface would work on different screens and how the interface would use

search functions and other user tools. By having the class critique our first

screen mockup we were able to gain an idea of what users might expect from

an interactive digital platform, particularly that searchability

was the most important quality. Our group realized that searching could also

bridge the language gap between the website and the existing space, so we

made the search function of the map interface a main priority. We were also

able to gain a good idea of the different screens we would need for our digital

interface in order for it to be clear and usable.

Our mockup was derived from sketches we had made and was originally

a general overview of what we wanted our map interface look like, and the

simplicity of it created some confusion among the users because the mockup

was only for the first floor of the hospital. From the initial mockup we were able

to get general feedback on how we could improve the design. This feedback

allowed up to make a well-rounded and comprehensive final interface design.

The appearance of the mockup changed dramatically through different iterations

of the mockup, as we made adjustments to our type choices, our color palette,

and the rendered map in order to increase clarity and friendliness. Though the

original mockup we created was very simple, it allowed us to expand into a

comprehensive final design.

The final design that we created to solve this problem changed dramatically

from our prototypes to our mockups to the end product. We initially wanted

to create physical signage and a visual system, with digital kiosks to provide

information, but we found that this approach was a very complex design to

develop, and with research and testing we realized that a more minimal, easily

integrated system could accomplish the same goals with more flexibility. We

kept our problem statement consistent between our solutions, which allowed us

to compare and ultimately refine solutions until we had our final product design.

The current wayfinding system is not sufficient in meeting the needs of all

users, which causes people to waste time and money because of inefficient

communication and navigation.

For the short term, our final product is a new and improved three-dimensional

map and information system. This will replace the current PDF maps and the

facility list online, and the interface will be available for web and mobile, as well

as on touch screens in the hospital itself.

Final Product


Our group chose to address the existing map system, which is not user-friendly,

clear, or up to date with current hospital information. We wanted to make the

new system accessible on multiple platforms in order to make it useful for as

many different users as possible. The web version would replace the current

maps on the AHS website, and it would allow users to plan their trip based

on the entrance they wanted to use and their destination, as well as providing

users with a warning if the location has moved, so that they can get to the

correct place the first time. The interface will also be available on mobile so that

users can access it anywhere, including within the hospital itself through the

addition of a wi-fi network. Touch screens at major orientation points within the

hospital would provide access to the interactive system to people who do not

have access to web and mobile internet. The maps use a system of icons in

addition to the alphanumeric system in the hospital to provide users with visual

cues both on the map and within the space. The icons are memorable and

recognizable, allowing users to associate the pictogram with their destination in

addition to the name of the destination. We chose five main colors to work with,

and made sure that the palette was friendly and warm to help make the space

less clinical and more comfortable.

With our short-term map system,users you can easily access any floor they want

to view, find their appointments, print directions, have directions sent to their

mobile device, and prepare to make sure they will not get lost. The intent is to

ensure that this map will provide accurate, updated communication between

users and the hospital, allowing them to navigate the University of Alberta

Hospital with ease.


Our solution for the long term is to integrate responsive glass touch screens that

utilize smart-card technology. The solution is a program that replaces the current

paper Alberta Health Cards with smart cards for patients, and smart card IDs for

hospital staff and volunteers.

These cards will store patient information like appointments and referrals

to integrate with the wayfinding system, as well as integrate with the new

electronic records system that Alberta Health is currently transitioning into.

With these cards, we will be able to protect confidential medical information

with a PIN number, while still providing emergency access to this information

to health professionals.(Smart Card Alliance, p. 7) The cards will also store

non-confidential information, like the location of the front desk for a referral

appointment. The screens will function as an extension of our short term

solution, making use of the maps, and providing patients with guidance on

their way to a destination. The card will store appointment information, which

will allow the screens to point the user toward their destination, give them an

estimated time of arrival, as well as the time of their appointment.

For staff, these cards will be able to display work information like the patient

lists that nurses carry in order to streamline the health care process and save

the staff valuable time. By making data like patients list available digitally, we

can make the process of checking on patients much more efficient and save

time by digitally updating patient information each day rather than doing it by

hand. This system will also make the confidential patient information more

secure by having it stored all in one place rather than with each individual staff

member, reducing the risks of both incorrect patient information and potential

loss of patient information on paper.

Our short term objectives were to establish continuity and unity throughout the

hospital by providing a navigational tool at all entrances and within the hospital.

This new system has the potential to expand into the long-term solution that we

have developed, making the changes less dramatic and more manageable for

both staff and patients. Our long term plans to introduce advanced technology

will help personalize patient and staff experience, and make the health care

experience more pleasant and efficient for all users.

The map system features a three dimensional map to help users envision their

path and to provide detailed information about the hallways and area. The

colors were chosen to create a comfortable and delightful environment while

still appearing credible and official. By shifting toward a digital wayfinding

and information system, we can create a system that is maintainable through

hospital environment changes over a long period of time. Overall, the visual,

technical and user-based consideration for our short and long term solutions

will make them an efficient system that saves time and money and improves the

experience of all hospital stakeholders.

ALBERTA PERSONAL HEALTH CARDNO. 134190384

Please protect your card.

G E N D E R : M B I R T H : 0 4 M AY 1 9 9 4

GARY STU DOE

Health

You are eligible for health insurance coverage provided you are a resident of Alberta.


Due to the limited time frame for this project, it was challenging to conduct

the type of primary research we wanted to with patients, visitors and staff

members. Particularly because our final design changed drastically partway

through the project, it was difficult to gather enough primary research to verify

our assumptions. There are aspects of our solution that we would have liked

to add or expand on, but given the time frame we were not able to test the

functionality, clarity and features of our map system as thoroughly as we would

have liked. Composing additional surveys regarding our final interface design

and focusing on user testing would be useful to refine our solution. This would

allow us to consider complexities that we may not have been encountered in our

design, such as user groups from different units, and how their needs might vary

based on the type of care they provide. Our original survey also did not provide

as much data as we would have liked, because the responses were limited

in number. In our group, none of us have much experience with the hospital

environment, so this limited the extent to which we understood the complexities

and the system of the hospital.

Our new map system is a feasible solution that provides comprehensive

wayfinding for the hospital environment and removes language barriers through

a searchable directory of services. For users who would like to pre-plan their trip

the map is helpful because it allows them to access different types of directions

and help them imagine the physical space. The map is also mobile compatible,

so this allows users to access the map via a hospital wi-fi network. The digital

screens in the hospital space will provide access to this interactive technology

to those who may not have access to a phone or computer with internet. The

touch screens are easy to use and the map is approachable and friendly.

Our short-term solution offers a feasible solution that can be implemented using

existing technology. The solution would require a staff member for maintenance

to make updates to the map when changes occurred in the hospital, but the

back-end staff login allows for an interim solution so that correct information is

always available. A similar process of updating would be applied to the screens

for the long term solution.

Limitations/Evaluation


The adoption of our short term and long term solutions is a multi-step process

that should make the transition as smooth as possible for patients and staff. For

our short term solution, the first stage would be adding the interactive maps to

the AHS website in place of the current PDFs, followed by installing digital touch

screens at the major entrances of the hospital, and potentially at other major

points of orientation.

For the long term solution, the first step would be to implement the new Alberta

Health and Staff ID cards, distributing the cards to patients and staff. The cards

would need to be loaded with the Electronic Medical Records of each individual,

programmed with a security password that the user could change, and

distributed through mail to each cardholder. The staff cards would be distributed

via the hospital to all the staff. The glass touch screens will be implemented

primarily at major entrances and orientation points, and staff screens would be

set up in employee areas.

By integrating the Alberta Health and Staff ID cards into the responsive glass

environment, our solution allows an existing part of the health care system to

become much more functional, and to help improve user experience for patients

and staff.

This system will help patients and staff by helping users get to their

appointments on time, improving the experience and mood of patients, speeding

up staff access to patient lists and making data collection and updates more

efficient by making the information digital.

Adoption & Future Development


The hospital is a complex and diverse environment that has a vast number of

different functions and users. Patients, staff, visitors and other hospital users all

need to navigate the environment smoothly in order for the hospital to provide

the best care to patients.

The University of Alberta Hospital needs a system that can accommodate the

complexity and constant change that occurs in the environment. Our solution

allows for updates and changes on both a temporary and permanent level,

which makes maintenance of the site a task that can be done by a single staff

member in charge of updating the digital map system. By providing a way

for staff members to communicate changes in the hospital layout to patients

we hope to eliminate some of the haphazard changes made to signage in the

hospital, which can create additional confusion and detours for patients who

research their visit beforehand.

Our initial analysis of the problem that the hospital needs an adaptable and

changeable system that can be integrated into an already complex environment

allowed us to be open to the broad range of potential solutions and to choose

the final design that best accommodated all of our users, and that is both

technologically and financially feasible for the hospital. The solution appeals

to both patients and staff in order to help the system become adapted and

accepted, and it increases the functionality of the existing card system of

the hospital by incorporating the current transition to electronic records and

providing wayfinding and appointment information to patients. It also bridges the

language gap between the website and the environment, and between patient

and staff language, creating a system that is usable for everyone.

Conclusion


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Appendix A: University Hospital Experience and NavigationMonkeySurvey

What was your purpose for visiting the hospital?

Patient 2

Staff 4

Volunteer 0

Visitor 4

Comments: - brother in intensive care after head trauma

- severe panic attack/shortness of breath

Was your last University Hospital experience short term (1-14 days) or long term (14+

days)?

Short Term (Patient) 4

Short Term (Visitor) 2

Long Term (Staff) 2

Did you research the place you needed to visit in the University Hospital before going

there?

Yes 4

No 4

Patients and Visitors: If you did research your destination, how did you do so?

I did not research my destination before my visit




Used Alberta Health Services Maps online

Used Alberta Health Services Maps online

Used University of Alberta Maps online


Patients and Visitors: When you arrived at the University Hospital, was it easy to find

your destination?

Yes

Was fine, just went to Emergency and followed the signs.

Relatively easy, signs pointing out neuroscience ward being up the elevator

and parents had arrived prior said it was easy to navigate

It took some wandering around and asking of others

Yes

Patients and Visitors: If so, how did you do so?

I used Google Maps

I used the signs

No, U of A hospital is closest Medivac?

Used Alberta Health Services Maps Online

I asked a person who knew the hospital well.

Maps

Staff and Volunteers: Is there a particular area of the hospital that causes people to

get lost?

The area outside of emergency and the 0 Level

No

Staff and Volunteers: Are there any places where the flow of traffic causes problems

for hospital staff?

The main central elevators and the 0 level

No


Appendix B:Quick Survey on Map Usage

When you go to certain places, do you refer to maps provided? (For example, the

mall, a hospital, etc.)

Yes 4

No 2

What do you think of this map provided? Is it helpful? It is the U of A Hospital Map

upon entrance.

Very cluttered and hard to understand, not helpful.

Confusing, too many lines and random numbers, not helpful.

Not helpful

It’s not very clear at all, not helpful.

Too much clutter, not helpful. Hard to see what you actually need.

It’s helpful, helps you situate yourself in terms of other places.

If the map in a situation like at the hospital, what would you do?

Just walk around

Info desk

Info reception

Find someone/ask someone

Look around

I don’t know – haven’t been in that situation

Do you pre-plan trips?

When you go to certain places, do you refer to maps provided? (For example, the

mall, a hospital, etc.)

Yes 4

No 2

What do you think of this map provided? Is it helpful? It is the U of A Hospital Map

upon entrance.

Very cluttered and hard to understand, not helpful.

Confusing, too many lines and random numbers, not helpful.

Not helpful


It’s not very clear at all, not helpful.

Too much clutter, not helpful. Hard to see what you actually need.

It’s helpful, helps you situate yourself in terms of other places.

If the map in a situation like at the hospital, what would you do?

Just walk around

Info desk

Info reception

Find someone/ask someone

Look around

I don’t know – haven’t been in that situation

Do you pre-plan trips?

I’ll look at a general map on how to get there.

Yeah, I used Google Maps and use the directions option.

Not really.

Depends on the situation, if I don’t know the area, then I do.

Mostly

No – I usually figure it out there or as I go.

I’ll look at a general map on how to get there.

Yeah, I used Google Maps and use the directions option.

Not really.

Depends on the situation, if I don’t know the area, then I do.

Mostly

No – I usually figure it out there or as I go.


Appendix C: Prototyping with Teachers and Assistants

Please match the listed services with the following icons:

1. Ear-Nose-Throat (ENT) Clinic2. Site Administration3.Owen and Family Stroke Prevention Clinic4. Speech Pathology5. Child and Adolescent Protection Center6. Emergency Room7. Emergency Room for Children8. Diagnostic Imaging Reception9. Pediatric Diabetes Education Center10. McMullen Art Gallery

11. Volunteer Servbices/ Friends of University of Hospital12. Admitting & Registration13. Information Desk14. Parking/Parkade15. Cafe16. Food Court17. Escalator18. Elevator19. Under Construction20. Library

21. Gift Shop22. Mobility Access23. Washrooms24. Pre-Admission Clinic and Nutrition Support Program25. Staircase

Prototyping I template


Prototyping results from the teachers and assistants.


Appendix D: Prototyping with the Nurses

Please match the listed services with the following icons:

1. Ear-Nose-Throat (ENT) Clinic2.Owen and Family Stroke Prevention Clinic3. Speech Pathology4. Child and Adolescent Protection Center5. Emergency Room6. Emergency Room for Children7. Diagnostic Imaging Reception8. Pediatric Diabetes Education Center9. McMullen Art Gallery

10. Volunteer Services/ Friends of University of Hospital11. Admitting & Registration12. Information Desk13. Parking/Parkade14. Cafe15. Food Court16. Escalator17. Elevator

18. Under Construction19. Library20. Gift Shop21. Mobility Access22. Washrooms23. Pre-Admission Clinic and Nutrition Support Program24. Staircase

Thank you for your time!

Prototyping II template


Prototyping results from the nurses.

Documents

DES 337/437/537 Hospital Wayfinding Report · JKMD Hospital Wayfinding Report 6 existing healthcare systems. We looked at existing digital kiosk technology and the use of QR codes