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Wayfinding executive summary
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O R E G O N H E A L T H & S C I E N C E U N I V E R S I T Y
EXECUTIVE SUMMARY - WAYFINDING ANALYSIS AND RECOMMENDATIONSJ U N E 1 3 T H , 2 0 1 1
109 East Front Suite 304Traverse City, MI 49684
231 947.1236
corbindesignPeople get lost. We fix that.TM
Prepared by
E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
TA B L E O F C O N T E N T S
INTRODUCTION 1
RESEARCH 2
ELEMENTS OF SUCCESSFUL WAYFINDING 4
EXTERIOR SEQUENCE OF ENCOUNTER 5
INTERIOR SEQUENCE OF ENCOUNTER 6
OBJECTIVE 1 7
OBJECTIVE 2 8
OBJECTIVE 3 10
OBJECTIVE 4 11
OBJECTIVE 5 14
OBJECTIVE 6 15
OBJECTIVE 7 16
OBJECTIVE 8 19
OBJECTIVE 9 23
OBJECTIVE 10 24
OBJECTIVE 11 26
OBJECTIVE 12 27
OBJECTIVE 12 28
OBJECTIVE 13 29
E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
Wayfinding is defined as “direction for people in
motion.” We design wayfinding systems primarily for
the first time visitor, and every employee and faculty
member who comes in contact with your visitors
needs to be well versed in the communication of
your wayfinding system. Improving the wayfinding
system at Oregon Health & Science University
(OHSU) will help increase your consumer confidence
in the services that you are providing to them.
This wayfinding analysis and recommendations
executive summary is a compilation of information
absorbed during our visit to the Marquam Hill and
the South Waterfront Campuses and through the
Wayfinding Survey sent to OHSU staff and faculty.
The 13 objectives highlighted in this document work
to emphasize and strengthen the OHSU identity
and commitment to their patients, students and
visitors. Through strategic wayfinding, prominent
identification and consistent terminology, OHSU can
redesign the visitor’s experience and create a space
that allows for an increased level of comfort and
confidence.
I N T R O D U C T I O N
We define wayfinding as “direction for people in motion.”
A comprehensive wayfinding program provides solutions
for clear and consistent communication before, during
and after a patient visit.
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O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
From April 18-26, Corbin Design and OHSU released a
wayfinding survey to staff throughout the three OHSU missions,
Healthcare, Research and Education. We presented them with
a total of 10 mostly multiple-choice questions regarding their
experience with patient and visitor navigation and their view of
the wayfinding at OHSU.
We received a total response of 686 individuals (about 6% of the
FTE). Of those 686 individuals, not every person responded to
every question, but we did gain enough insight for the following
conclusions.
RESEARCH CONCLUSIONS:
Over 72% of the responding staff provides directions to
other people more than once a week, with one-third of those
responses as more than five (5) times a week. If we assume that
each interaction takes 3 minutes of their day for either direction
giving or walking the person to their actual destination, we can
make the following estimations.
� 1 Average direction-giving interaction per day
� 3 Estimated minutes per interaction (this is probably a low estimate, given the size and complexity of your Marquam Hill campus)
� 15 Average minutes per week spent giving direction
� $15 Average hourly pay rate for professional staff
� $187.50 Average annual cost per employee to OHSU (50 weeks)
� 5,500 Estimated number of patient and visitor-facing professional staff (11,000 total FTE)
� $1,031,250 Estimated annual staff cost to OHSU for wayfinding deficiencies
R E S E A R C H
RESEARCH SAMPLE:
The following is an overview of the questions and responses
from the Wayfinding Survey.
How many years have you worked with OHSU?
� 9.5% Less than 1 year
� 38.5% 1 to 5 years
� 21.3% 6 to 10 years
� 30.8% More than 10 years
For which OHSU mission do you spend most of your time
working?
� 45.9% Healthcare
� 22.6% Research
� 8.5% Education
� 23.0% I work in a position that supports multiple missions
In the course of a given week, how often do you provide
directions to other people?
� 2.5% Never
� 25.2% Less than once per week
� 48.4% 1-5 times per week
� 23.9% 5 or more times per week
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Which of the following best describes people to whom you most
often provide directions?
� 20.7% Other OHSU staff members
� 93.7% Patients and Visitors
� 5.2% Volunteers
� 7.6% Job-seekers
� 12.5% Students
� 13.6% Vendors or contract workers
� 12.8% Non-English speakers
� 7.4% Patients or visitors seeking accessible entry
When you or someone else needs assistance finding a location
at OHSU, which of the following do you use? (select all that
apply)
� 78.6% Verbal or written instructions
� 18.7% OHSU website
� 9.2% Map website (e.g., Google Maps)
� 34.3% OHSU information/reception desks
� 31.8$ Printed OHSU maps
� 66.5% Escorting the person to his/her destination
� 8.2% Other
Where do you most often see people lost?
� 31.6% Exterior: Finding the right parking on arrival
� 41.6% Exterior: Finding the right building after parking
� 67.4% Interior: navigating transitional spaces inside or between buildings
� 55.3% Interior: finding a specific destination (building, room)
R E S E A R C H ( c o n t i n u e d )
What do you use as markers or identifiers when giving verbal or
written directions? (select all that apply)
� 82.5% Physical places (cafeteria, gift shop, elevators, etc.)
� 54.8% Visible landmarks (structures, artwork, sculptures, etc.)
� 38% Signage
� 7.6% Other
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E L E M E N T S O F S U C C E S S F U L W AY F I N D I N G - IMPORTANT THINGS TO REMEMBER
DESIGN FOR THE FIRST-TIME VISITOR
When a system is designed intuitively, the target
audience will be able to confidently navigate around
the campus, to their destination, and back to their
point of origin. For the visitor, it is imperative that
they receive consistent information throughout their
journey, across all types of media.
Always present information in an orderly way
by providing names of buildings, transitions into
buildings, entrances and elevators to move visitors
over longer distances, then follow with detailed
information about the destinations in a given area.
This concept is called “progressive disclosure” and
keeps wayfinding elements, such as guide signs, from
overwhelming the visitor with too much information.
Wherever possible, use architectural cues, to create
or emphasize intuitive routes. For example, highlight
and differentiate public corridors with paint colors,
warm indirect lighting and patterned flooring.
Reverse more utilitarian design for staff corridors.
Finishes, lighting, artwork, furniture and color also
play an important role in enhancing a visitor’s
comfort level.
Differentiate public and staff corridors to minimize
cross traffic and help keep the public away from
sensitive patient and restricted access areas.
DESIGN THE SYSTEM FOR EASY UPDATING
The wayfinding system should be designed to
accommodate frequent information changes. These
changes should not require replacement of the sign
structure.
STRUCTURE INFORMATION
SUPPORT INTUITION
CONTROL CIRCULATION
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O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
S E Q U E N C E O F E N C O U N T E R - EXTERIOR WAYFINDING EXPERIENCE
THE EXTERIOR WAYFINDING SYSTEM SHOULD LEAD VISITORS TO THE PROPER PARKING, BUILDING AND ENTRANCE BY:
� Announcing a visitor’s arrival to the campus and indicating appropriate entry points (Campus Entry Identification, Entrance Identifiers, Boundary Markers).
� Directing visitors to the appropriate buildings, drop off locations and parking areas for their destination (Vehicular Guide, Building Identification, Parking Identification).
� Orienting the visitor to their surroundings and identifying, at strategic locations, where they are on the campus and what destinations are near them (Map Kiosks, Pedestrian Guides).
� Identifying accessible entrances and routes for visitors that may require special needs (Regulatory signs).
CAMPUS ENTRY IDENTIFICATION
BUILDING AND ENTRANCE IDENTIFIERS
VEHICULAR GUIDE
PEDESTRIAN GUIDE BUILDING AND ENTRANCE IDENTIFIERS
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S E Q U E N C E O F E N C O U N T E R - INTERIOR WAYFINDING EXPERIENCE
THE INTERIOR WAYFINDING SYSTEM SHOULD PROVIDE DIRECTION TO DESTINATIONS AND BUILDINGS BY:
� Provide the “universe of information” upon entering the building. Announce the brand while identify the building and floor. Use map artwork to orient the visitor to their surroundings (Main Directory).
� Provide supporting guide information and transitional signage along public corridors to specific destinations and buildings, allowing visitors to confirm their route (Guide Signs, Strip Maps, Transition Signs).
� Identify elevator cores and the destinations accessible from each. Differentiate public and staff elevators (Elevator Identifiers, Elevator Directory).
� Identify public destinations within the facility and their points of entry/control (Destination Identification).
MAIN DIRECTORY KIOSK
ELEVATOR DIRECTORY
OVERHEAD IDENTIFIER
STRIP MAP
GUIDE SIGN
PRIMARY IDENTIFIER
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O B J E C T I V E 1 - C L A R I F Y T H E C A M P U S E S
EXISTING CHALLENGE: Patients and visitors are arriving at the wrong campus for their appointments. This could be due to not providing enough information to the visitor when scheduling the appointment or the visitor having a pre-existing knowledge of one campus and not another. We have found that ODOT does not distinguish between the two campuses on their guide signage. This is not unfounded, as DOTs will generally only wayfind to inpatient healthcare facilities. Frustration levels are elevated when visitors are told that they are at the wrong campus and need to navigate to the proper location.
� Position campus identifiers on the perimeter of each campus and welcome visitors to the site while identifying the brand and campus location. Note that at the South Waterfront Campus, the building façade visible from the highway states OHSU. The canopy above the entrance says Center for Health and Healing. Nowhere did we see identification for South Waterfront Campus.
� Include campus designations in addition to the brand on the signage, especially the signs that are initially experienced upon entry to the campus. A distinction between the campuses will become especially important with the Schnitzer development is complete. We recommend combining Schnitzer and South Waterfront into one campus based on their close proximity.
� Use icons to help graphically identify the two separate campuses. Images depicting a “hill” and “water” will help further identify these two campuses. The “hill” plays on the already strong use of the Marquam Hill name. The “water” will help strengthen the identity of the South Waterfront name.
� Incorporate both campuses into mapping elements to assist with the visualization of the distance between the two sites.
� Include information on which campus and where to park in all information packets and mailings sent or given to patients prior to their visit.
GOAL: Clearly differentiate and identify the Marquam Hill and South Waterfront Campuses.
ACTION ITEMS:
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O B J E C T I V E 2 - C O N T R O L E X T E R I O R C I R C U L A T I O N
EXISTING CHALLENGE: OHSU, Marquam Hill, is a large campus in a congested area. Tall buildings nestled closely together make it difficult to get a good spatial representation of the campus. Visitors must make quick decisions as they maneuver their way around. Parking is difficult to locate, and many times visitors find themselves parking on the other side of campus from their desired destination.
� Strategically place exterior wayfinding signs along roadways to provide visitors with the necessary time to read and follow the information.
� Control the circulation through the two “front doors” that access Marquam Hill campus. Use Sam Jackson Road for buildings and parking on the North side of the campus and direct visitors off of Terwilliger Blvd to Campus Drive for buildings and parking on the south side of campus.
� Increase visibility of building and parking identification for both vehicular and pedestrian traffic. The existing building identification is mounted so high on the buildings that, while nice for media shots, they are virtually unusable for the vehicular traffic that is focused down on the road.
� Clearly identify public parking by providing additional information at parking lots and garages. Include supplemental information to direct to additional parking, as parking is so limited. Research the use of electronic messaging to provide up-to-date information to the driver.
� Provide improved pedestrian wayfinding throughout the campus. Include exterior map kiosks to assist the visitor with orienting themselves to the campuses. Design the elements so the user sees the map just as they experience the environment around them.
GOAL: Define and visually identify the campus borders and circulation routes for drivers, bikers and pedestrians.
ACTION ITEMS:
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O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
SW Campus Dr
SW Gaines Rd
SW 6th Ave
SW 11th Ave
SW Gibbs
SW Sam Jackson Park Rd SW Sam
Jackson Park Rd
SW Sam Jackson Park Rd
SW U
S Vet
eran
s Hos
pita
l Rd
SW US Veterans Hospital Rd
SW Terw
illiger Blvd
CASEY EYEINSTITUTESCHOOL OF
DENTISTRY
KOHLERPAVILION
PHYSICIANSPAVILION
MULTNOMAHPAVILION
SAM JACKSONHALL
HATFIELDRESEARCHCENTER
OHSUHOSPITAL
DOERNBECHERCHILDREN’SHOSPITAL
VETERAN’SAFFAIRSMEDICALCENTER
VETERAN’SAFFAIRSMEDICALCENTER
BUILDING 28
CAMPUSSERVICESBUILDING
GAINSHALL
RONALDMCDONALDHOUSE
PHYSICALPLANT
VOLLUMINSTITUTE
MEDICALRESEARCHBUILDING
DILLEHUNTHALL
EMMAJONESHALL
SHRINER’SHOSPITAL
MODULARBUILDINGSTRUCTURE
ENERGYMANAGEMENTCENTER
DOTTERINTERVENTIONALINSTITUTE
OHSUAUDITORIUM
RICHARD T. JONESHALL
BAIRDHALL
MACKENZIEHALL
BIOMEDICALRESEARCHBUILDING
BIOMEDICALINFORMATIONCOMMUNICATIONSCENTER
OHSUSTUDENTCENTER
SCHOOL OFNURSING
CHILD DEVELOPMENT &REHABILITATION CENTER
CHILD DEVELOPMENT &REHABILITATION CENTER WEST
Bike Parking
Bus Stops
Campus Roads
Buildings
Parking Structures
Legend
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O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 3 - U S E C O N S I S T E N T T E R M I N O L O G Y
EXISTING CHALLENGE: Staff uses old and new building names when communicating with visitors and providing directions. While OHSU has instructed all staff during their training that acronyms are not to be used when talking with visitors, this is not enforced – many staff still use them in communications with patients and visitors.
� Support the use of building acronyms for academic buildings, as students are more familiar with them. The use of building acronyms is a standard for university settings.
� Support the use of proper building names, do not use acronyms, when referring to healthcare buildings. Most patients are first-time visitors, and are not familiar with acronyms.
� Simplify terminology, specifically for public destinations within the healthcare ministry. Medical terminology is heavily used on the academic and research side, but is not commonly understood by the average patient or visitor.
� Develop a comprehensive list of public and academic destinations. Keep this list up to date and located so that all public-facing staff can access and reference it – such as on the O-zone Intranet.
GOAL: Adopt consistent terminology for the public destinations, buildings, parking and interior amenities. Train staff and volunteers to use only approved terminology when directing visitors.
ACTION ITEMS:
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O B J E C T I V E 4 - I M P R O V E T H E PA R K I N G E X P E R I E N C E
EXISTING CHALLENGE: Parking on campus is limited with entrances that can be difficult to find. Visitors are often unsure of where to park relative to their destination.
� Update the look and feel of the visitor parking information site on the former “Carnival Lot.” Signage is undersized and difficult to see. The landscaping and shack at the entrance are uninviting and run down. Remember that this is the first impression of the Marquam Hill campus.
� Prominently identify the entrance to the parking garages with the correct name. Where space allows, also include a list of buildings that are in close proximity to the garage. This will allow a visitor to confirm that they are parking in the proper garage for their destination.
� Simplify and coordinate the names of the parking garages. Staff and visitors have a difficult time differentiating between the garages, making remembering where you parked – or assisting someone who doesn’t remember in which garage they’ve parked – difficult. See the attached graph and map for naming recommendations.
� Incorporate secondary reminders into the parking system. Like the Kohler Pavilion Garage, use a local photographic image for each garage and integrate a level color system.
� Include supporting directions to alternate parking locations for use when the garages are full. Consider the use of electronic messaging to provide real-time messaging and special event information.
GOAL: Direct and identify parking opportunities for the first-time visitor.
ACTION ITEMS:
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O B J E C T I V E 4 - I M P R O V E T H E PA R K I N G E X P E R I E N C E ( c o n t i n u e d )
Current Name New Name Levels Image
Emma Jones Garage 1 2 Arch
Physicians Pavilion Garage 2 5 Beach
Sam Jackson Garage 3 4 Cone
Canyon Garage 4 6 Dam
Casey Eye Garage 5 6 Evergreen
Campus Drive Garage 6 8 Falls
Doernbecher Garage 7 2 Glacier
Kohler Pavilion Garage 8 4 Mt. Hood
� Clearly differentiate between Staff and Public parking on all garages and lots through signage design and terminology.
� Number the garages instead of using long garage names. The numbers will be incorporated into guide and identification signage. Integrate the numbering system into all literature distributed to patients and visitors, the website, and everyday communications.
� Numbering the garages assists with abbreviating the information contained on the guide signs, allowing more garages to be listed on each guide sign. Numbers are grouped based upon the garage location along Sam Jackson Rd and Campus Drive.
� Incorporate a unique local image from nature for each garage, providing a secondary cue to the visitor for remembering where they’ve parked. Also incorporate a unique color to every level within a parking garage. The level colors will be repeated between the garages.
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O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
SW Campus Dr
SW Gaines Rd
SW 6th Ave
SW 11th Ave
SW Gibbs
SW Sam Jackson Park Rd SW Sam
Jackson Park Rd
SW Sam Jackson Park Rd
SW U
S Vet
eran
s Hos
pita
l Rd
SW US Veterans Hospital Rd
SW Terw
illiger Blvd
CURRENT NEW LEVELS IMAGE
Emma Jones Garage 1 2 Arch
Physicians Pavilion Garage 2 5 Beach
Sam Jackson Garage 3 4 Cone
Canyon Garage 4 6 Dam
Casey Eye Garage 5 6 Evergreen
Campus Drive Garage 6 8 Falls
Doernbecher Garage 7 2 Glacier
Kohler Pavilion Garage 8 4 Mt. Hood
Sample Guide Sign – Northeast Face
1
2
3
47
6
5
8
1 2 3 4
5 6 7 8
DoernbecherKohler PavilionParkingEMERGENCYHospitalPhysicians PavilionParkingCampus Roads
Buildings
Parking Structures
Legend
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O B J E C T I V E 5 - H I G H L I G H T A C C E S S I B L E R O U T E S
EXISTING CHALLENGE: Accessibility is a requirement, especially on a healthcare campus. However, Marquam Hill Campus provides unique obstacles with being built on a hill and being comprised of older buildings that are not easy to bring to current code standards. Accessible routes throughout the campus are not identified clearly, and often difficult to find. This makes moving across campus, or from one building into the next extremely difficult without proper guidance. The wayfinding system requires solutions that are specific and sensitive to support this audience.
� Include accessible routes and entrances on mapping – especially exterior maps.
� Design all information kiosks to be easily accessible and legible for all audiences.
� Sign accessible routes on the interior and exterior clearly, using signage and other tools that exceed ADA minimum requirements. Use consistent signage designs to enhance the anticipatory value of the routing signage.
GOAL: Identify accessible pathways and building access points to benefit those that have mobility constraints.
ACTION ITEMS:
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O B J E C T I V E 6 - C O N T R O L I N T E R I O R C I R C U L A T I O N
EXISTING CHALLENGE: With the task of navigating the exterior behind them, the visitor experiences a new challenge of finding their destination within the campus buildings. Accessing destinations is difficult for the first time visitor because of a lack of clear identification, mapping, and guide signage. Aside from Doernbecher, which is signed well for its patrons, the different signage systems that a visitor experiences as they transition from one building to the next can be very disorienting.
� Ensure that all staff and volunteers understand the preferred routing from an entrance or information desk to each destination. Keeping visitors on the public pathways will ensure that they have the proper signage to guide them as they get closer to their destination. It will also assist them with returning to their entrance at the end of their visit. The best path between two points is not always the shortest route, while it is often the shortest route that a staff member, familiar with the building, will take.
� Clarify internal public circulation patterns, public verses non-public areas and level designations, especially for building connections.
� Announce transitions from one building to the next.
� Orient visitors to each building by use of directory information at main lobbies, elevators and necessary building transitions. Floor maps and corridor maps are also helpful tools to provide a visual reference.
� Support wayfinding along public corridors with additional tools like guide signs and corridor maps.
� Support guide information back to public parking areas.
� Emphasize key information locations such as information desks and elevators lobbies with architectural treatment, lighting and color.
� Use universal symbols consistently to help breach language barriers.
GOAL: Clarify internal public circulation patterns, public versus non-public areas and building connections.
ACTION ITEMS:
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O B J E C T I V E 7 - C L A R I F Y P U B L I C E L E V A T O R S
EXISTING CHALLENGE: The elevators themselves blend into the corridor and are often easy to walk by without noticing. Throughout the various buildings a consistent lack of information was identified at the elevator banks; this lack of information can leave a visitor wondering if they are using the proper elevator. There is no differentiation between public and non-public elevators.
� Update elevator lobbies with special finishes to highlight them as important wayfinding tools. Color, lighting, floor treatments and signage are all finishes that will help call attention to these areas.
� Support direction to and at public elevator lobbies only. Staff elevators should be identified as such and not part of the public wayfinding system.
� Enhance the identification of elevators by instituting new elevator names (see map for a graphic layout of these recommendations).
� Name elevators that function to serve one destination by the service name, e.g., Conference Center Elevators and Emergency Elevator.
� Name remaining public elevators based upon their building name and with an alpha character designation to differentiate multiple elevator banks in one building. Because OHSU Hospital and Hatfield Research Center function as one building from an interior standpoint, the alpha characters should flow through both buildings together. All other buildings can start with A.
� Incorporate the international elevator symbol along with elevator identification consistently on all signage, map graphics and in patient literature.
� Provide a directory listing at every elevator bank that highlights public destinations available from that elevator.
GOAL: Emphasize the importance of public elevators as vertical corridors to reach specific destinations.
ACTION ITEMS:
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O B J E C T I V E 7 - C L A R I F Y P U B L I C E L E V A T O R S ( c o n t i n u e d )
Recommended Elevator Name
Auditorium - Auditorium Elevators
Baird Hall - Baird Hall Elevators
Biomedical Research Building - Biomedical Research Bldg A Elevators
Biomedical Research Building - Biomedical Research Bldg B Elevators
Biomedical Information Communication Center - BICC A Elevators
Biomedical Information Communication Center - BICC B Elevators
Casey Eye Institute - Casey Eye Elevators
Child Development and Rehabilitation Center - CDRC A Elevators
Child Development and Rehabilitation Center -CDRC B Elevators
Child Development and Rehabilitation Center -CDRC West Elevators
Doernbecher Children’s Hospital - Conference Center Elevators
Doernbecher Children’s Hospital - Doernbecher Elevators
Doernbecher Children’s Hospital - Lobby Elevators
Hatfield Research Center - Emergency Elevator
Hatfield Research Center - Hospital C Elevators
Hatfield Research Center - Hospital D Elevators
Hospital - Hospital A Elevators
Hospital - Hospital B Elevators
Kohler Pavilion - Kohler Inpatient Elevators
Kohler Pavilion - Kohler Outpatient Elevators
Recommended Elevator Name
Mackenzie Hall - Mackenzie Hall Elevators
Multnomah Pavilion - Accessible Elevators
Multnomah Pavilion - Multnomah A Elevators
Multnomah Pavilion - Multnomah B Elevators
Multnomah Pavilion - Multnomah C Elevators
Multnomah Pavilion - Multnomah D Elevators
Multnomah Pavilion - Multnomah E Elevators
Physicians Pavilion - Physicians Pavilion Elevators
Jones Hall for Basic Medical Sciences - CROET A Elevators
Jones Hall for Basic Medical Sciences - CROET B Elevators
Jones Hall for Basic Medical Sciences - Jones A Elevators
Jones Hall for Basic Medical Sciences - Jones B Elevators
Sam Jackson Hall - Sam Jackson A Elevators
Sam Jackson Hall - Sam Jackson B Elevators
School of Dentistry - School of Dentistry Elevators
School of Nursing - School of Nursing Elevators
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
Casey EyeElevators
KohlerOutpatientElevators
KohlerInpatientElevators
DoernbecherElevators
ConferenceCenterElevators
Hatfield DElevators
Sam Jackson AElevators
Sam Jackson BElevators
PhysiciansPavilionElevators
AccessibleElevators
Multnomah A, BElevators
Multnomah C, D, EElevators
Hospital BElevators
School ofDentistryElevators
LobbyElevators
EmergencyElevators Hospital A
Elevators
AuditoriumElevators
MacKenzie HallElevators
Jones Hall BElevators
BiomedicalResearch Bld BElevators
BICC BElevators
BICC AElevators
BiomedicalResearch Bld AElevators
Jones Hall AElevators
CROET AElevators
CROET BElevators
Baird HallElevators
School of NursingElevators
CDRCWElevators
CDRC AElevators
CDRC BElevators
Hatfield CElevators
Elevators
Campus Roads
Buildings
Parking Structures
Legend
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 8 - P R O V I D E S Y M B O L O G Y T O A S S I S T I N C O M M U N I C A T I O N
EXISTING CHALLENGE: OHSU serves a diverse audience and communicating information clearly is difficult. This audience often includes visitors who have difficulty reading, speaking or understanding written English (Limited English Proficiency – LEP). Reaching out to all of the visitors in an effective manner is challenging. With a complex and sprawling campus, it can be easy to experience information overload if too much information is provided on the signage. Used properly, symbols can be a powerful device for wayfinding.
� Incorporate internationally recognized symbols into the wayfinding system consistently.
� Evaluate the “Universal Symbols in Health Care” as produced by Hablomos Juntos (meaning “we speak together”) and the Society for Environmental Graphic Design for use at OHSU. While this symbol set has been shown to enhance cognition and wayfinding success for both LEP and English speaking audiences, it is important that the symbols used at OHSU are relevant to your facility and fit your culture. Using symbols in conjunction with the English destination names will help improve communication. The following pages break the universal symbols into categories for your evaluation.
� Integrate selected symbols into print collateral, such as brochures, pre-visit letters and handheld maps. Be sure that patients and visitors are aware of the symbol and destination they seek prior to arrival.
� For more information on Hablamos Juntos, visit: www.segd.org/#/learning/hablamos-juntos.html
GOAL: Consistently incorporate symbols into the wayfinding system.
1
M ain Entr a nce
1
Dining Prairie 1
Conference Room Prairie 1
Gift Shop Prairie 1
Health Education Resource Center Prairie 1
Starbucks Prairie 1
Surgery Prairie 2 F2531-F2585 H2703-H2722
Walgreen’s Prairie 1
Wellness Boutique Prairie 1
Use this elevator to access the following destinations.
M a inEle vator
M a inEle vator
Main ElevatorPatient Rooms 302-324Restroom
Patient Rooms 325-340
M ain Elevator
ACTION ITEMS:
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
BARRIER-FREE STAIRS ELEVATOR MEN’S RESTROOM WOMEN’S RESTROOM UNISEX RESTROOM
TELEPHONE TTD INFORMATION GIFT SHOP CAFETERIA
RADIATION BIOHAZARD FIRE EXTINGUISHER DO NOT ENTER NO SMOKING
I N T E R N A T I O N A L S Y M B O L S
These symbols are used throughout the world and are generally recognizable, even without supporting descriptive copy.
These symbols are recognizable and required by code.
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
PHARMACY
FAMILY PRACTICE LABORATORY
OPHTHALMOLOGY
INTERNAL MEDICINE LABOR & DELIVERY
PEDIATRICS
DENTAL
PHYSICAL THERAPY
EMERGENCY
AMBULANCE
REGISTRATION WAITING AREA
BILLING CHAPEL
INTENSIVE CARE INTERPRETER SERVICES
MEDICAL RECORDS OUTPATIENT
RADIOLOGY
U N I V E R S A L S Y M B O L S I N H E A LT H C A R E
The following two pages of symbols were developed as part of the SEGD and Hablamos Juntos project. The symbols below were broken out as we use these symbols more often for the destinations noted and feel they have a higher chance of comprehension.
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
MEDICAL LIBRARY HEALTH EDUCATION
SOCIAL SERVICES MAMMOGRAPHY CATH LAB MRI/PET
ULTRASOUND IMAGING IMAGING ALTERNATE IMAGING ALTERNATE IMAGING ALTERNATE
IMAGING ALTERNATE
HEALTH SERVICES CARE STAFF AREAINPATIENT
DIABETES EDUCATION
IMMUNIZATIONS NUTRITION ALTERNATIVE/COMPLEMENTARY
PATHOLOGY ONCOLOGY
MENTAL HEALTH NEUROLOGY DERMATOLOGYEAR, NOSE & THROAT RESPIRATORY
KIDNEY
CARDIOLOGY
WOMEN’S HEALTH
GENETICS INFECTIOUS DISEASES
ANESTHESIA
SURGERY
ADMINISTRATION
U N I V E R S A L S Y M B O L S I N H E A LT H C A R E ( c o n t i n u e d )
These symbols should be evaluated by your patient care teams, including the interpretive services department, to determine which, if any, should be used to designate public destinations.
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 9 - U S E T E C H N O L O G Y W I S E LY
EXISTING CHALLENGE: With a campus of this size, updates to signage require a lot of effort and tracking. One small department change could result in changes to multiple signs and directories. Often times, signs are not updated properly or in a timely manner – funding for the changes can also be an issue. The inconsistencies found are very confusing to the visitor. Additionally, the amount of information that could be provided to a visitor at an information site can be overwhelming when looking for their destination.
� Incorporate interactive display kiosks with search features that are capable of diagrammatically showing a recommended driving or walking rout to individual primary campus destinations. The programming for these kiosks could also provide additional information for special events or security notices. The kiosk could be piloted at certain high-traffic primary entrances before spreading to all public entrances.
� Incorporate smart phone solutions that use bar codes to download wayfinding mapping and information.
� Incorporate smart phone devices in wayfinding system. The percentage of people using smart phones is rising every year. These devices are being used for wayfinding on the streets and now can be used to find your way in interior building spaces. The wayfinding web applications use a hospital’s WIFI network to triangulate the position of the user’s smart phone. This would be similar to the GPS.
GOAL: Supplement the static signage system with electronic tools that will support the best practices for information display and update.
ACTION ITEMS:
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 1 0 - E S TA B L I S H A W AY F I N D I N G T E A M
EXISTING CHALLENGE: While there is a single point of contact for implementing signage changes, the procedure for requesting new signs or updates to existing signs is relatively unknown – as is the protocol for paying for signage requests. As such, departments have gone rogue and implemented their own work-around in the form of inconsistent permanent signage, paper mock-ups, and removal of “their” signs when relocating departments. All of this adds to visual clutter and chaos to confuse the visitor.
� Remember that a wayfinding system is a active tool that needs to be maintained in order to continue to function properly after the initial implementation.
� Organize a team of personnel that will be in charge of maintaining the wayfinding system. This team should include representatives from Marketing, Facilities, IT, Campus Development and Human Resources.
� Develop a policy that outlines the Wayfinding Committee’s responsibilities including:
-how to submit wayfinding and communication change requests
-timeline on when any change requests will be reviewed
-follow-up action on change requests once reviewed by the committee
-responsibilities for enforcing the policy and addressing rogue work-around solutions
� Coordinate monthly meetings to review and address all change requests.
� Create and compile the “Filter” of standards that the Wayfinding Committee will use to approve or deny requests. This filter consists of the Wayfinding Master Plan, Interior Design Master Plan, Brand Standards, etc.
� Regularly monitor all types of communications during the monthly meetings to ensure compliance with the wayfinding standards – this assures a single point of review and control for compliance prior to public release.
GOAL: Organize a team of personnel from various departments that are the administering body for the wayfinding program.
ACTION ITEMS:
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
F A C I L I T I E S
Wayfinding Signage StdsArchitecture, Interiors
Procurement
I T
Data StdsStaff Intranet
M A R K E T I N G
Communications StdsPublic Affairs, PR
Internal, External Brand
T H E F I LT E RTerminology | OHSU Wayfinding Standards | OHSU Brand Standards | Budget | Timeframe | Ideal Patient Experience
D E V E L O P M E N T
Donor Signage StdsDonor Contracts
Donor Relationship Mgmt
S I G N A G E P R I N T D I G I TA L
H R
Training, OrientationInternal Info
Donor Marketing Wayfinding Map Graphics Staff Training& Orientation
External Internal Internal External
Standard VisionWalls
Interior MapTearsheets
EmployeeComm
StaffIntranet
PublicWebsite
Non-Standard
PatientInfo
Exterior PatientInfo
VolunteerComm
Marketing“Toolkit”
E-News
Staff/VolInfo
Regulatory ReferringPhysicians
StaffRecruiting
Call CenterInfo
PhysicianExtranet
Promotion ODOT MarketingComm
DonorComm
Info Desk SocialMedia
FutureTech
PublicAffairs/PR
Temporary& Event
Forms DatabaseMgmt
PAT I E N T & V I S I T O RE X P E R I E N C E
T H E W AY F I N D I N G T E A M
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 1 1 - D E V E L O P S TA N D A R D S F O R S I G N A G E
EXISTING CHALLENGE: There is no existing standard in place that creates consistency from one building to the next. As a majority of OHSU’s buildings are connected, this inconsistency can cause confusion for the visitor navigating to their destination. The OHSU campus experience offers extensive inspiration for design; historic and contemporary architecture, reserve surroundings, impressive scenery and multiple transportation options.
� Design the standards to provide signage tools to support a variety of wayfinding solutions and anticipate different needs.
� Design the standards to allow for limited customization to integrate signage within the surrounding architecture.
� Use a consistent brand message.
� Design the standard to be flexible and inexpensive to maintain and update.
� Simplify the planning and ordering process for signage.
� Design to reflect the OHSU Brand and include some of the following characteristics; pushing forward, cutting edge, intelligent, brilliant, world class care, edifying, natural.
GOAL: Create a master plan with signage standards for use at all current and future OHSU facilities.
ACTION ITEMS:
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 1 2 - L I N K A L L M E D I A S O U R C E S
EXISTING CHALLENGE: Terminology and graphics are inconsistent across media. Online searches result in a number of potentially confusing listings.
� Follow protocol to request updates to the base maps for both Google and Bing search engines. For example, the existing maps show that Doernbecher Children’s Hospital is located at Kohler Pavilion. This should be a top priority update.
� Develop one exterior map with various layers that can be turned on and off to provide all necessary maps for OHSU. The map should be designed as a flat map for the best representation of all roads, parking entrances and building entrances. Although the perspective map is precise and pleasing to look at, it is difficult for the patient and visitor to use. Drivers need to be comfortable with the roads and building entrances, yet on this map the road to the primary Hospital entrance, the entrance itself and parking are all hidden behind the 3-D rendering of the building.
� Consider the use of simple, low-tech tools such as tear sheets to augment interior circulation and wayfinding between highly traveled destinations (e.g., the main hospital information desk to Same Day Surgery in Multnomah Pavilion).
GOAL: Update printed and web-based wayfinding tools to be consistent with the new terminology and wayfinding methodology as supported by the signage.
ACTION ITEMS:
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 1 2 - L I N K A L L M E D I A S O U R C E S ( c o n t i n u e d )
� Develop a tool for information desks that allow volunteers to select the current location and the visitor’s destination and have a customized map print with written directions for the visitor to take with them.
� Provide referring physicians with updated information and staff training tools. For owned physician groups, schedule OHSU tours for administration staff orientation, especially as major campus changes occur.
ACTION ITEMS:
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E X E C U T I V E S U M M A R Y - W AY F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S
O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
O B J E C T I V E 1 3 - T R A I N A N D C O M M U N I C A T E W I T H S TA F F
EXISTING CHALLENGE: Often cultural norms create barriers for prospective patients and visitors.
� Incorporate a wayfinding module into your Big Brain training system requiring compliance for all new orientations and all existing staff and volunteers.
� Communicate all wayfinding changes to staff and volunteers early and regularly through email, printed communications and the O-zone intranet.
� Provide staff, especially the patient-facing employees and volunteers, with the necessary tools to understand and speak clearly about the new wayfinding system. A “cheat sheet” should outline basic wayfinding logic in one page (see example in the lower right corner).
� Generate a set of scripts to use when giving directions to the campuses, and to destinations on the campuses. This is especially important information for switchboard operators and pre-registration staff. Staff and volunteers at the information desks should also have access to these scripts.
GOAL: Often staff cultural norms create barriers for providing proper direction for patients and visitors. Wayfinding changes are cultural changes in addition to physical changes. Educating staff to use the correct terminology and wayfinding routes when providing instruction to visitors is paramount to ensuring a successful wayfinding system.
EXTERIOR STAFF EDUCATION PIECE
INTERIOR STAFF EDUCATION PIECE
ACTION ITEMS:
TEAR SHEET
WAYFINDING CHEAT SHEET
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