Designing wayfinding systems in healthcare: from exploratory prototyping to scalable solutions

Abstract

Wayfinding is a multi-faceted approach to communication integral to good end-to-end user journeys, often in the context of the built environment. As such, good wayfinding is critical to successful navigation. When wayfinding is poorly considered or executed, user experiences and perceptions of organizations are negatively impacted. Healthcare environments are often large scale and constantly changing. Due to this complexity, wayfinding solutions must be strategic in order to be sustainable. In this context, where there is an emerging focus toward patient-centric solutions, well-considered wayfinding is essential to create good healthcare experiences.This paper explores the complexities and challenges when seeking wayfinding solutions. Four wayfinding case studies from a design lab embedded in a New Zealand hospital are used to discuss the benefits and compromises of different approaches to wayfinding while exploring the transition from exploratory prototyping to scalable solutions. In particular, we describe how the evolution of design literacy and a holistic approach to wayfinding initially challenged the siloed nature of the organization. However, a solution-focused and diverse group of stakeholders were brought together to better understand the complexities of a seemingly simple initial problem (redesigning signage) and commit to exploring wayfinding problems at a more appropriate strategic level.