10 Questions You Should to Know about Hospital Wayfinding Projects

A mother of a pediatric patient once asked our hospital design team for direction and diversion: &#;Get me to where I have to go, and make me forget why I&#;m going there.&#; It&#;s a simple request, but in reality, a very tall order.

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Visitors to healthcare facilities, our most complex building type, often roam, becoming lost either approaching or navigating these spaces. The traveler&#;s intuitive faculties are typically challenged because of a combination of things, from elevated levels of anxiety to confusion resulting from a cryptic set of directions, which are often exacerbated by a once thoughtfully placed signage system that&#;s been degraded over time with additions of irrelevant information. Hansel and Gretel thought to leave behind reflective stones to navigate their escape from a confusing forest&#;should patients have to do this, too?

Let&#;s first consider why it&#;s important for a facility (and its designers) to understand and manage a wayfinding system.

Is an effort being made to brand a facility as a patient-friendly service provider? Is money being spent on marketing specialty services? If so, how are those expectations met once someone approaches the building? Are the front doors clearly marked? Are there clear directional markers?

Upon entering, what clues are given about the quality of service being delivered? Is there immediate direction and distraction? Are guests greeted or left on their own, met only by a security guard asking for an ID? A discount store like Walmart sees value in a greeter system. Left without personal guidance, customers may not have the intended shopping experience in the comprehensive yet complex facilities.

After entry, healthcare patients and visitors traditionally head toward an elevator bank, often named by building or department. Have they been given a proper set of directions that allow for a simple cognitive map of the unfamiliar space? Can staff easily direct them to a department using fewer than four basic landmarks? Are there clear markers that are understandable and memorable? Is signage the only cue, or is there a hierarchy of memorable landmarks, describable works of art, consistently designed visitor portals, and moments of respite to reduce stress?

If long and complex travel distances can&#;t be avoided, stage the patient journey with personal and/or digital interventions.

As health reform changes the rules for medical care reimbursement, the patient experience will become a significant driver for design-related research. Using an evidence-based methodology, design teams will require additional data to fully understand the anatomy of the entire healthcare experience. Should we consider the impact of wayfinding in influencing the patient&#;s responses for environmental or performance evaluations? To put this question in context, Center for Health Design researcher Upali Nanda noted at a recent &#;Pebble in Practice&#; workshop how a patient&#;s perception of care delivery may influence the patient experience more than the actual recovery resulting from the delivery of care. Wayfinding might very well be a subtle but important first impression in the visitor&#;s perceived experience.

I urge you to give the complete concept of wayfinding its due, not only during new building programs but in ongoing facility audits, as well. Then, the next time Hansel and Gretel show up at your front door, have security relieve them of their pebbles, informing them that the pathway out will be as simple as the pathway in and that they will be met not only by clear direction but also pleasant diversion. Then track their satisfaction scores and report in.

Rosalyn Cama, FASID, EDAC, is president and principal interior designer of Cama Inc., in New Haven, Conn.She can be reached at [ protected]. For more information on The Center for Health Design, please visit www.healthdesign.org.

Whether you are considering a new sign for your business or needing to update existing signage, it&#;s important to ask the right questions. The answers to these questions will help you determine the best materials, design, and messaging for your sign so you can create a sign that meets your desired goal.

1. What is the purpose of the sign? 

It&#;s important to have a clear purpose for the sign before you start planning it. Is it meant to be an attention-grabber, a brand identifier, or just simply informative? Knowing what your goals are for the sign will help you develop the design and placements best suited to achieve those goals.

2. Who is the intended audience?

Identifying who your sign should target is key &#; if you don&#;t get the right message in front of the right people, your sign won&#;t be as effective. Who are the people that need to see the sign? Are you targeting people in the local area, potential new customers, or current customers? 

3. What is the desired outcome? 

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Once you&#;ve identified your audience, it&#;s time to figure out what you want them to do when they look at the sign. Do you want them to call you, visit your website, visit your store, etc? Knowing this will help you create the right message for your sign.

4. What should the size be?

The size of your sign should be appropriate for the area in which it will be displayed. Consider the location and the distance from which it will be viewed. Smaller sizes for up-close areas and larger sizes for further out locations.

5. What materials should be used?

Choosing the materials for your sign is essential &#; you want something that can handle the environment it will be placed in &#; something that looks good and is maintainable.

6. What type of font should be used?

Fonts help to transform a sign into something that makes a statement and captures your audience&#;s attention. Make sure to choose a font that is legible and easy to read, as well as one that accurately conveys the tone of the message you are trying to communicate. It also needs to be on brand.

7. What should the colours be?

The colour of your sign is arguably just as important as the materials used and the font chosen. You should choose colours that grab the attention of your intended audience and provide enough contrast to ensure the words on the sign can be read easily.

8. Do you need any special lighting?

Lighting can be a great way to draw more attention to your signage. Are there any places you can put the sign where certain types of lights like LED or fluorescent can be used to make it more visible? 

9. Will the sign require any additional components?

Depending on the sign you are creating, you may need to incorporate additional components such as braille, symbols, and arrows to further emphasize the message. If so, be sure to accurately represent those components with the right materials and proportions.

10. How long should the signage last?

You should think about how long you want the sign to last before you decide on the materials and components used. If you are looking for something that will last for years, it is important to choose materials and components that can withstand the elements and any potential wear and tear. 

Asking these questions can help you narrow down your choices and create the perfect signage, whether it&#;s completely new or an upgraded version of what you already have. Understanding the purpose of the sign, who it should target, what the desired outcome is, and the right materials and components to use are essential for creating high-quality, lasting signage.

Talk to Reade Signs to take these basic questions to the next level, and really ensure you&#;re getting signage solutions that exceed your expectations.

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