10 Questions You Should to Know about Hospital Wayfinding Signage

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&#;Healthcare facilities use wayfinding like a drunk uses a lamppost: for support, not illumination," Mark VanderKlipp, partner, Connect_Cx told me last week when we met at the Beryl PX Conference.

What he means is that if they are designed as part of a comprehensive communications platform, wayfinding tools can be used to effectively support the entire patient experience.

Mark also said that the least tangible elements of the experience are the most important -- the interactions that surround the elements designed for wayfinding in healthcare facilities. He should know.  Mark and his partners have many years of designing wayfinding systems for all types of facilities.

They aren't architects or interior designers, either.

They are human-centered design consultants with backgrounds in graphic design, industrial design, and systems design.  And their company, Connect_Cx, is focused on building continuity across the entire range of communications.

So, I asked them what are the most common myths of wayfinding in healthcare facilities. Here's what Mark, Yvette Fevurly, and the team at Connect_CX came up with.

Myth #1. A Sign Fixes the Problem; or More Signs = Better Wayfinding

Signage seems like a logical solution if people are getting lost, but it's important to think about the lack of information that caused people to actually be lost. How might they have been better supported by information?

Also, if a sign will fix the problem, beware of engaging the company that&#;s making money off signs to solve wayfinding problems. Sign companies will always be happy to sell more signs, which does not necessarily benefit patients.

The best solutions incorporate fewer, better tools for wayfinding in healthcare facilities. The goal is to say less so people understand more.

And just because you have an in-house sign shop/graphic designer to support the program doesn't mean you&#;re developing effective wayfinding tools.

Myth #2. "Intuitive" Architectural Cues Are Understood by Everyone

Architects, interior designers, and space planners often say, &#;We do wayfinding.&#; And while architectural and interior design cues can be an important part of a comprehensive wayfinding solution, they will not be understood unless explicitly pointed out by someone who knows.

An example is a forest mural that serves as a landmark for people moving along a long corridor. Good landmarks have four characteristics: they need to be visible, &#;speakable,&#; memorable, and unique in the facility.

Myth #3. Color Coding Works for Everyone

Planning for those who are colorblind is critical. Wayfinding works best when multiple cues are incorporated, including icons, audible signals, cardinal directions (N, S, E, W) -- even smells, like when you know when you're close to the coffee shop.

Myth #4. Mobile Apps Fix Wayfinding Problems

The latest shiny new thing is not going to be a silver bullet for wayfinding. In fact, there are no silver bullets, but there may be silver buckshot: multiple tools, using consistent language and coding, leveraged across both built and virtual environments.

This is how to build a wayfinding system that supports experiences.

Myth #5. The Patient Experience Starts When People Get Here

Clearly, interactions begin well before the patient and family arrive at a healthcare facility. There are multiple ways that people can get lost, and each one of them is the direct result of a lack of communication or poorly planned communication.

This is the communication design challenge. Because relying only on signage to help people find their way misses many other opportunities to connect with them and provide helpful information prior to their arrival.

Myth #6. Wayfinding is Marketing

Internal departments often believe it&#;s necessary to appear on exterior signage, or on the building itself to serve as a marketing function. At best, this can overwhelm people approaching the facility with too much information. At worst, it can confuse them about the actual location of the internal destination.

An example is a facility when a children&#;s clinic in partnership with a national brand insisted that a sign be on the building exterior, visible from the adjacent highway.

Families with sick children came to that building, assuming that the destination was there. In fact, it was a half-mile walk away.

Myth #7. Everyone Understands "Medical-Speak"

The healthcare industry is full of acronyms and long medical jargon. One facility referred to its &#;Special Procedures Area&#; for outpatient procedures as &#;The SPA.&#;

When people came in for a colonoscopy, they were told that they needed to go to the spa. More than a little confusing, don't you think?

Myth #8. If We Work Hard Enough, We Can Fix This Problem

Just like you can&#;t read the label from inside the jar, you can't expect to be able to see what is creating your wayfinding issues while you're immersed in them. An outside consultant with expertise in all media (print, verbal, digital) and the design of the physical environment can correctly diagnose the issues based on observations and experience.

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Most healthcare organizations have spent decades creating disconnected solutions in their facilities. Which is why a comprehensive communications approach to wayfinding is the best approach.

Myth #9. Wayfinding is a Single Project

Because there are so many ways that people can get lost, wayfinding is an evolutionary problem, requiring an evolutionary partner. Someone who can learn from internal staff and patients, develop hypotheses, test solutions, and refine solutions before developing the finished tools for wayfinding.

The solutions may already exist within the organization's culture and need to be revealed from within rather than imposed from outside.

Myth #10. Wayfinding is Someone Else&#;s Problem

People will assume staff members know how to help them. But, if staff members don't know how to use various wayfinding tools, they will be much less effective than if they were part of a comprehensive solution.

Training staff members to use the tools and speak consistently about wayfinding provides clarity to those who arrive at a healthcare facility under stress and need support. Teach staff to use the tools, and they&#;ll be empowered to help others navigate.

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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? 

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.

The company is the world’s best Hospital Wayfinding Signage supplier. We are your one-stop shop for all needs. Our staff are highly-specialized and will help you find the product you need.