A User-Centered Approach to Evaluating Wayfinding Systems in Healthcare
Katherine Bubric, Gill Harvey, Tiffany Pitamber
Abstract
OBJECTIVE: The purpose of this methodology is to provide the designers of wayfinding systems in healthcare facilities a process for evaluating and optimizing a design prior to implementation. The use of this methodology can improve patient experience in hospitals by preventing the installation of confusing, incomplete, and/or frustrating wayfinding systems. BACKGROUND: Despite known wayfinding and information design principles, wayfinding continues to be a challenge in healthcare environments. One reason is that the design of wayfinding systems is rarely evaluated with end users prior to implementation. The methodology outlined in this article is an application of usability testing that involves end users navigating a space using prototyped signage and other elements of a wayfinding system to determine the effectiveness of the system and identify improvement opportunities. This methodology was developed for use in an emergency department that had outdated signage and required a new wayfinding system. CONCLUSION: This methodology provides a structured process for testing and improving the design of a hospital wayfinding system prior to implementation.