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Wayfinding executive summary

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Wayfinding executive summary Wayfinding executive summary Document Transcript

  • 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 YEXECUTIVE SUMMARY - Prepared byWAYFINDING ANALYSIS AND RECOMMENDATIONSJUNE 13TH, 2011 corbindesign People get lost. We fix that.TM 109 East Front Suite 304 Traverse City, MI 49684 231 947.1236
  • 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 YTA B L E O F C O N T E N T SINTRODUCTION 1RESEARCH 2ELEMENTS OF SUCCESSFUL WAYFINDING 4EXTERIOR SEQUENCE OF ENCOUNTER 5INTERIOR SEQUENCE OF ENCOUNTER 6OBJECTIVE 1 7OBJECTIVE 2 8OBJECTIVE 3 10OBJECTIVE 4 11OBJECTIVE 5 14OBJECTIVE 6 15OBJECTIVE 7 16OBJECTIVE 8 19OBJECTIVE 9 23OBJECTIVE 10 24OBJECTIVE 11 26OBJECTIVE 12 27OBJECTIVE 12 28OBJECTIVE 13 29E X E C U T I V E S U M M A R Y - W A Y 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 YINTRODUCTIONWayfinding is defined as “direction for people inmotion.” We design wayfinding systems primarily forthe first time visitor, and every employee and facultymember who comes in contact with your visitorsneeds to be well versed in the communication ofyour wayfinding system. Improving the wayfindingsystem at Oregon Health & Science University(OHSU) will help increase your consumer confidencein the services that you are providing to them.This wayfinding analysis and recommendationsexecutive summary is a compilation of informationabsorbed during our visit to the Marquam Hill andthe South Waterfront Campuses and through theWayfinding Survey sent to OHSU staff and faculty.The 13 objectives highlighted in this document workto emphasize and strengthen the OHSU identityand commitment to their patients, students andvisitors. Through strategic wayfinding, prominentidentification and consistent terminology, OHSU canredesign the visitor’s experience and create a spacethat allows for an increased level of comfort andconfidence. 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.E X E C U T I V E S U M M A R Y - W A Y 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 1
  • 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 YRESEARCHFrom April 18-26, Corbin Design and OHSU released a RESEARCH SAMPLE:wayfinding survey to staff throughout the three OHSU missions,Healthcare, Research and Education. We presented them with The following is an overview of the questions and responsesa total of 10 mostly multiple-choice questions regarding their from the Wayfinding Survey.experience with patient and visitor navigation and their view ofthe wayfinding at OHSU. How many years have you worked with OHSU?We received a total response of 686 individuals (about 6% of the ƒ 9.5% Less than 1 yearFTE). Of those 686 individuals, not every person responded to ƒ 38.5% 1 to 5 yearsevery question, but we did gain enough insight for the following ƒ 21.3% 6 to 10 yearsconclusions. ƒ 30.8% More than 10 yearsRESEARCH CONCLUSIONS: For which OHSU mission do you spend most of your time working?Over 72% of the responding staff provides directions toother people more than once a week, with one-third of those ƒ 45.9% Healthcareresponses as more than five (5) times a week. If we assume thateach interaction takes 3 minutes of their day for either direction ƒ 22.6% Researchgiving or walking the person to their actual destination, we can ƒ 8.5% Educationmake the following estimations. ƒ 23.0% I work in a position that supports multiple missionsƒ 1 Average direction-giving interaction per day In the course of a given week, how often do you provideƒ 3 Estimated minutes per interaction (this is probably a low directions to other people?estimate, given the size and complexity of your Marquam Hillcampus) ƒ 2.5% Neverƒ 15 Average minutes per week spent giving direction ƒ 25.2% Less than once per weekƒ $15 Average hourly pay rate for professional staff ƒ 48.4% 1-5 times per weekƒ $187.50 Average annual cost per employee to OHSU (50 ƒ 23.9% 5 or more times per weekweeks)ƒ 5,500 Estimated number of patient and visitor-facingprofessional staff (11,000 total FTE)ƒ $1,031,250 Estimated annual staff cost to OHSU forwayfinding deficienciesE X E C U T I V E S U M M A R Y - W A Y F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S 2
  • O R E G O N H E A LT H & S C I E N C E U N I V E R S I T YRESEARCH (continued)Which of the following best describes people to whom you most What do you use as markers or identifiers when giving verbal oroften provide directions? written directions? (select all that apply)ƒ 20.7% Other OHSU staff members ƒ 82.5% Physical places (cafeteria, gift shop, elevators, etc.)ƒ 93.7% Patients and Visitors ƒ 54.8% Visible landmarks (structures, artwork, sculptures, etc.)ƒ 5.2% Volunteers ƒ 38% Signageƒ 7.6% Job-seekers ƒ 7.6% Otherƒ 12.5% Studentsƒ 13.6% Vendors or contract workersƒ 12.8% Non-English speakersƒ 7.4% Patients or visitors seeking accessible entryWhen you or someone else needs assistance finding a locationat OHSU, which of the following do you use? (select all thatapply)ƒ 78.6% Verbal or written instructionsƒ 18.7% OHSU websiteƒ 9.2% Map website (e.g., Google Maps)ƒ 34.3% OHSU information/reception desksƒ 31.8$ Printed OHSU mapsƒ 66.5% Escorting the person to his/her destinationƒ 8.2% OtherWhere do you most often see people lost?ƒ 31.6% Exterior: Finding the right parking on arrivalƒ 41.6% Exterior: Finding the right building after parkingƒ 67.4% Interior: navigating transitional spaces inside orbetween buildingsƒ 55.3% Interior: finding a specific destination (building, room)E X E C U T I V E S U M M A R Y - W A Y 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 3
  • 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 YE L E M E N T S O F S U C C E S S F U L W A Y F I N D I N G - IMPORTANT THINGS TO REMEMBERDESIGN FOR THE FIRST-TIME VISITOR DESIGN THE SYSTEM FOR EASY UPDATING When a system is designed intuitively, the target The wayfinding system should be designed to audience will be able to confidently navigate around accommodate frequent information changes. These the campus, to their destination, and back to their changes should not require replacement of the sign point of origin. For the visitor, it is imperative that structure. they receive consistent information throughout their journey, across all types of media.STRUCTURE INFORMATION 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.SUPPORT INTUITION 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.CONTROL CIRCULATION Differentiate public and staff corridors to minimize cross traffic and help keep the public away from sensitive patient and restricted access areas.E X E C U T I V E S U M M A R Y - W A Y 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 4
  • 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 YS E Q U E N C E O F E N C O U N T E R - EXTERIOR WAYFINDING EXPERIENCETHE EXTERIOR WAYFINDING SYSTEM SHOULD LEAD VISITORS TO THE PROPER PARKING, BUILDING AND ENTRANCE BY: ƒ Announcing a visitor’s arrival to the campus and indicating appropriate entry points (Campus Entry Identification, Entrance Identifiers, Boundary Markers). ƒ Directing visitors to the appropriate buildings, drop off locations and parking areas for their destination (Vehicular Guide, Building Identification, Parking Identification). ƒ Orienting the visitor to their surroundings and CAMPUS ENTRY IDENTIFICATION identifying, at strategic locations, where they are on the campus and what destinations are near them (Map Kiosks, Pedestrian Guides). ƒ Identifying accessible entrances and routes for visitors that may require special needs (Regulatory signs). BUILDING AND ENTRANCE IDENTIFIERS VEHICULAR GUIDE PEDESTRIAN GUIDE BUILDING AND ENTRANCE IDENTIFIERSE X E C U T I V E S U M M A R Y - W A Y 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 5
  • 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 YS E Q U E N C E O F E N C O U N T E R - INTERIOR WAYFINDING EXPERIENCETHE INTERIOR WAYFINDING SYSTEM SHOULD PROVIDE DIRECTION TO DESTINATIONS AND BUILDINGS BY: ƒ 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). ƒ 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). ƒ Identify elevator cores and the destinations accessible from each. Differentiate public and staff elevators (Elevator Identifiers, Elevator Directory). MAIN DIRECTORY KIOSK PRIMARY IDENTIFIER ƒ Identify public destinations within the facility and their points of entry/control (Destination Identification). OVERHEAD IDENTIFIER GUIDE SIGN ELEVATOR DIRECTORY STRIP MAPE X E C U T I V E S U M M A R Y - W A Y 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 6
  • 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 YOBJECTIVE 1 - CLARIFY THE CAMPUSESGOAL: Clearly differentiate and identify the Marquam Hill andSouth Waterfront Campuses.EXISTING CHALLENGE: Patients and visitors are arriving at thewrong campus for their appointments. This could be due to notproviding enough information to the visitor when scheduling theappointment or the visitor having a pre-existing knowledge ofone campus and not another. We have found that ODOT does notdistinguish between the two campuses on their guide signage. Thisis not unfounded, as DOTs will generally only wayfind to inpatienthealthcare facilities. Frustration levels are elevated when visitorsare told that they are at the wrong campus and need to navigateto the proper location.ACTION ITEMS:ƒ Position campus identifiers on the perimeter of each campus and welcomevisitors to the site while identifying the brand and campus location. Note thatat the South Waterfront Campus, the building façade visible from the highwaystates OHSU. The canopy above the entrance says Center for Health andHealing. Nowhere did we see identification for South Waterfront Campus.ƒ Include campus designations in addition to the brand on the signage,especially the signs that are initially experienced upon entry to the campus. Adistinction between the campuses will become especially important with theSchnitzer development is complete. We recommend combining Schnitzer andSouth Waterfront into one campus based on their close proximity.ƒ Use icons to help graphically identify the two separate campuses. Imagesdepicting 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.ƒ Incorporate both campuses into mapping elements to assist with thevisualization of the distance between the two sites.ƒ Include information on which campus and where to park in all informationpackets and mailings sent or given to patients prior to their visit.E X E C U T I V E S U M M A R Y - W A Y 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 7
  • 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 YO 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 AT I O NGOAL: Define and visually identify the campus borders andcirculation routes for drivers, bikers and pedestrians.EXISTING CHALLENGE: OHSU, Marquam Hill, is a large campusin a congested area. Tall buildings nestled closely together makeit difficult to get a good spatial representation of the campus.Visitors must make quick decisions as they maneuver their wayaround. Parking is difficult to locate, and many times visitors findthemselves parking on the other side of campus from their desireddestination.ACTION ITEMS:ƒ Strategically place exterior wayfinding signs along roadways to providevisitors with the necessary time to read and follow the information.ƒ Control the circulation through the two “front doors” that accessMarquam Hill campus. Use Sam Jackson Road for buildings and parking onthe North side of the campus and direct visitors off of Terwilliger Blvd toCampus Drive for buildings and parking on the south side of campus.ƒ Increase visibility of building and parking identification for both vehicularand pedestrian traffic. The existing building identification is mounted so highon the buildings that, while nice for media shots, they are virtually unusablefor the vehicular traffic that is focused down on the road.ƒ Clearly identify public parking by providing additional information atparking lots and garages. Include supplemental information to direct toadditional parking, as parking is so limited. Research the use of electronicmessaging to provide up-to-date information to the driver.ƒ Provide improved pedestrian wayfinding throughout the campus. Includeexterior map kiosks to assist the visitor with orienting themselves to thecampuses. Design the elements so the user sees the map just as theyexperience the environment around them.E X E C U T I V E S U M M A R Y - W A Y 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 8
  • 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 S am Ja ckson Park SW R d Terw SW Sam Jac illig er B lvd kson Park Rd EMMA JONES HALL SHRINER’S VOLLUM HOSPITAL INSTITUTE BIOMEDICAL MULTNOMAH Legend RESEARCH PAVILION RICHARD T. JONES BUILDING Campus Roads HALL MEDICAL Buildings RESEARCH Parking Structures BUILDING Bike Parking Bus Stops SAM JACKSON PHYSICIANS HALL PAVILION MACKENZIE DILLEHUNT HALL HALL KOHLER BAIRD PAVILION OHSU HALL AUDITORIUM Park Rd OHSU Jackson SW Sam HOSPITAL SW Gibbs HATFIELD CASEY EYE SW 11th Ave BIOMEDICAL RESEARCH SCHOOL OF INSTITUTE INFORMATION CENTER DENTISTRY COMMUNICATIONS PHYSICAL CENTER PLANT OHSU MODULAR STUDENT BUILDING CENTER STRUCTURE Dr mpus SW Ca RONALD MCDONALD HOUSE DOERNBECHER CHILDREN’S HOSPITAL SW US SCHOOL OF Vetera n s Hosp NURSING ital Rd VETERAN’S CAMPUS AFFAIRS SERVICES MEDICAL BUILDING CENTER BUILDING 28 VETERAN’S CHILD DEVELOPMENT & AFFAIRS l Rd REHABILITATION CENTER WEST MEDICAL spita CENTER s Ho GAINS n HALL SW tera S Ve Gain es R CHILD DEVELOPMENT & REHABILITATION CENTER U d SW ENERGY SW 6th Av MANAGEMENT DOTTER CENTER INTERVENTIONAL INSTITUTE eE X E C U T I V E S U M M A R Y - W A Y 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 9
  • 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 YOBJECTIVE 3 - USE CONSISTENT TERMINOLOGYGOAL: Adopt consistent terminology for the public destinations,buildings, parking and interior amenities. Train staff andvolunteers to use only approved terminology when directingvisitors.EXISTING CHALLENGE: Staff uses old and new building nameswhen communicating with visitors and providing directions. WhileOHSU has instructed all staff during their training that acronymsare not to be used when talking with visitors, this is not enforced– many staff still use them in communications with patients andvisitors.ACTION ITEMS:ƒ Support the use of building acronyms for academic buildings, as studentsare more familiar with them. The use of building acronyms is a standard foruniversity settings.ƒ Support the use of proper building names, do not use acronyms, whenreferring to healthcare buildings. Most patients are first-time visitors, and arenot familiar with acronyms.ƒ Simplify terminology, specifically for public destinations within thehealthcare ministry. Medical terminology is heavily used on the academicand research side, but is not commonly understood by the average patient orvisitor.ƒ Develop a comprehensive list of public and academic destinations. Keepthis list up to date and located so that all public-facing staff can access andreference it – such as on the O-zone Intranet.E X E C U T I V E S U M M A R Y - W A Y 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 10
  • 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 YO 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 EGOAL: Direct and identify parking opportunities for the first-time visitor.EXISTING CHALLENGE: Parking on campus is limited withentrances that can be difficult to find. Visitors are often unsure ofwhere to park relative to their destination.ACTION ITEMS:ƒ Update the look and feel of the visitor parking information site onthe 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.ƒ Prominently identify the entrance to the parking garages with the correctname. Where space allows, also include a list of buildings that are in closeproximity to the garage. This will allow a visitor to confirm that they areparking in the proper garage for their destination.ƒ Simplify and coordinate the names of the parking garages. Staff andvisitors have a difficult time differentiating between the garages, makingremembering where you parked – or assisting someone who doesn’tremember in which garage they’ve parked – difficult. See the attached graphand map for naming recommendations.ƒ Incorporate secondary reminders into the parking system. Like the KohlerPavilion Garage, use a local photographic image for each garage andintegrate a level color system.ƒ Include supporting directions to alternate parking locations for use whenthe garages are full. Consider the use of electronic messaging to provide real-time messaging and special event information.E X E C U T I V E S U M M A R Y - W A Y 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 11
  • 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 YO 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 )ƒ Clearly differentiate between Staff and Public parking on all garagesand lots through signage design and terminology.ƒ Number the garages instead of using long garage names. Thenumbers will be incorporated into guide and identification signage.Integrate the numbering system into all literature distributed topatients and visitors, the website, and everyday communications.Current Name New Name Levels ImageEmma Jones Garage 1 2 ArchPhysicians Pavilion Garage 2 5 BeachSam Jackson Garage 3 4 ConeCanyon Garage 4 6 DamCasey Eye Garage 5 6 EvergreenCampus Drive Garage 6 8 FallsDoernbecher Garage 7 2 GlacierKohler Pavilion Garage 8 4 Mt. Hoodƒ Numbering the garages assists with abbreviating the informationcontained on the guide signs, allowing more garages to be listed oneach guide sign. Numbers are grouped based upon the garage locationalong Sam Jackson Rd and Campus Drive.ƒ Incorporate a unique local image from nature for each garage,providing a secondary cue to the visitor for remembering wherethey’ve parked. Also incorporate a unique color to every level within aparking garage. The level colors will be repeated between the garages.E X E C U T I V E S U M M A R Y - W A Y 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 12
  • 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 S am Ja ckson Park SW R d Terw SW Sam Jac illig er B lvd kson Park Rd Doernbecher Kohler Pavilion 1 Parking 5 6 7 8 EMERGENCY Hospital Legend Physicians Pavilion Campus Roads Buildings Parking 1 2 3 4 Parking Structures 2 8 Sample Guide Sign – Northeast Face 3 5 Park Rd Jackson SW Sam SW Gibbs SW 11th Ave 6 Dr mpus 4 SW Ca 7 SW US Vetera n s Hosp ital Rd al Rd ospit ns H tera SW S Ve Gain es R U d SW CURRENT NEW LEVELS IMAGE SW 6th Av Emma Jones Garage 1 2 Arch e 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. HoodE X E C U T I V E S U M M A R Y - W A Y 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 13
  • 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 YOBJECTIVE 5 - HIGHLIGHT ACCESSIBLE ROUTESGOAL: Identify accessible pathways and building access points tobenefit those that have mobility constraints.EXISTING CHALLENGE: Accessibility is a requirement, especiallyon a healthcare campus. However, Marquam Hill Campus providesunique obstacles with being built on a hill and being comprisedof older buildings that are not easy to bring to current codestandards. Accessible routes throughout the campus are notidentified clearly, and often difficult to find. This makes movingacross campus, or from one building into the next extremelydifficult without proper guidance. The wayfinding system requiressolutions that are specific and sensitive to support this audience.ACTION ITEMS:ƒ Include accessible routes and entrances on mapping – especially exteriormaps.ƒ Design all information kiosks to be easily accessible and legible for allaudiences.ƒ Sign accessible routes on the interior and exterior clearly, using signage andother tools that exceed ADA minimum requirements. Use consistent signagedesigns to enhance the anticipatory value of the routing signage.E X E C U T I V E S U M M A R Y - W A Y 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 14
  • 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 YO 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 AT I O NGOAL: Clarify internal public circulation patterns, public versusnon-public areas and building connections.EXISTING CHALLENGE: With the task of navigating the exteriorbehind them, the visitor experiences a new challenge of findingtheir destination within the campus buildings. Accessingdestinations is difficult for the first time visitor because of a lackof clear identification, mapping, and guide signage. Aside fromDoernbecher, which is signed well for its patrons, the differentsignage systems that a visitor experiences as they transition fromone building to the next can be very disorienting.ACTION ITEMS:ƒ Ensure that all staff and volunteers understand the preferred routing froman entrance or information desk to each destination. Keeping visitors on thepublic pathways will ensure that they have the proper signage to guide themas they get closer to their destination. It will also assist them with returningto their entrance at the end of their visit. The best path between two pointsis not always the shortest route, while it is often the shortest route that astaff member, familiar with the building, will take.ƒ Clarify internal public circulation patterns, public verses non-public areasand level designations, especially for building connections.ƒ Announce transitions from one building to the next.ƒ Orient visitors to each building by use of directory information at mainlobbies, elevators and necessary building transitions. Floor maps and corridormaps are also helpful tools to provide a visual reference.ƒ Support wayfinding along public corridors with additional tools like guidesigns and corridor maps.ƒ Support guide information back to public parking areas.ƒ Emphasize key information locations such as information desks andelevators lobbies with architectural treatment, lighting and color.ƒ Use universal symbols consistently to help breach language barriers.E X E C U T I V E S U M M A R Y - W A Y 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 15
  • 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 YO 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 VATO R SGOAL: Emphasize the importance of public elevators as verticalcorridors to reach specific destinations.EXISTING CHALLENGE: The elevators themselves blend intothe corridor and are often easy to walk by without noticing.Throughout the various buildings a consistent lack of informationwas identified at the elevator banks; this lack of information canleave a visitor wondering if they are using the proper elevator.There is no differentiation between public and non-publicelevators.ACTION ITEMS:ƒ Update elevator lobbies with special finishes to highlight them asimportant wayfinding tools. Color, lighting, floor treatments and signage areall finishes that will help call attention to these areas.ƒ Support direction to and at public elevator lobbies only. Staff elevatorsshould be identified as such and not part of the public wayfinding system.ƒ Enhance the identification of elevators by instituting new elevator names(see map for a graphic layout of these recommendations).ƒ Name elevators that function to serve one destination by the service name,e.g., Conference Center Elevators and Emergency Elevator.ƒ Name remaining public elevators based upon their building name and withan alpha character designation to differentiate multiple elevator banks in onebuilding. Because OHSU Hospital and Hatfield Research Center function asone building from an interior standpoint, the alpha characters should flowthrough both buildings together. All other buildings can start with A.ƒ Incorporate the international elevator symbol along with elevatoridentification consistently on all signage, map graphics and in patientliterature.ƒ Provide a directory listing at every elevator bank that highlights publicdestinations available from that elevator.E X E C U T I V E S U M M A R Y - W A Y 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 16
  • 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 YO 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 VATO R S ( c o n t i n u e d )Recommended Elevator Name Recommended Elevator NameAuditorium - Auditorium Elevators Mackenzie Hall - Mackenzie Hall ElevatorsBaird Hall - Baird Hall Elevators Multnomah Pavilion - Accessible ElevatorsBiomedical Research Building - Biomedical Research Bldg A Elevators Multnomah Pavilion - Multnomah A ElevatorsBiomedical Research Building - Biomedical Research Bldg B Elevators Multnomah Pavilion - Multnomah B ElevatorsBiomedical Information Communication Center - BICC A Elevators Multnomah Pavilion - Multnomah C ElevatorsBiomedical Information Communication Center - BICC B Elevators Multnomah Pavilion - Multnomah D ElevatorsCasey Eye Institute - Casey Eye Elevators Multnomah Pavilion - Multnomah E ElevatorsChild Development and Rehabilitation Center - CDRC A Elevators Physicians Pavilion - Physicians Pavilion ElevatorsChild Development and Rehabilitation Center -CDRC B Elevators Jones Hall for Basic Medical Sciences - CROET A ElevatorsChild Development and Rehabilitation Center -CDRC West Elevators Jones Hall for Basic Medical Sciences - CROET B ElevatorsDoernbecher Children’s Hospital - Conference Center Elevators Jones Hall for Basic Medical Sciences - Jones A ElevatorsDoernbecher Children’s Hospital - Doernbecher Elevators Jones Hall for Basic Medical Sciences - Jones B ElevatorsDoernbecher Children’s Hospital - Lobby Elevators Sam Jackson Hall - Sam Jackson A ElevatorsHatfield Research Center - Emergency Elevator Sam Jackson Hall - Sam Jackson B ElevatorsHatfield Research Center - Hospital C Elevators School of Dentistry - School of Dentistry ElevatorsHatfield Research Center - Hospital D Elevators School of Nursing - School of Nursing ElevatorsHospital - Hospital A ElevatorsHospital - Hospital B ElevatorsKohler Pavilion - Kohler Inpatient ElevatorsKohler Pavilion - Kohler Outpatient ElevatorsE X E C U T I V E S U M M A R Y - W A Y 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 17
  • 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 Biomedical Multnomah A, B Research Bld B Elevators Elevators Biomedical Research Bld A Multnomah C, D, E Legend Jones Hall B Elevators Elevators Campus Roads CROET B Elevators Accessible Buildings Elevators Elevators Parking Structures Jones Hall A Elevators Elevators CROET A Elevators MacKenzie Hall Sam Jackson B Elevators Elevators Kohler Auditorium Elevators Physicians Outpatient Pavilion Elevators Baird Hall Sam Jackson A Elevators Elevators Elevators Kohler Inpatient Elevators Hospital B Elevators Emergency Casey Eye Elevators Hospital A BICC B Hatfield C Elevators Elevators Elevators Elevators BICC A Elevators School of Hatfield D Dentistry Elevators Elevators Lobby Elevators Doernbecher Elevators Conference Center School of Elevators Nursing Elevators CDRC A CDRCW Elevators Elevators CDRC B ElevatorsE X E C U T I V E S U M M A R Y - W A Y 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 18
  • 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 YO B J E C T I V E 8 - P R OV I D E S Y M B O L O G Y TO A S S I S T I N C O M M U N I C AT I O NGOAL: Consistently incorporate symbols into the wayfindingsystem.EXISTING CHALLENGE: OHSU serves a diverse audience andcommunicating information clearly is difficult. This audienceoften includes visitors who have difficulty reading, speaking orunderstanding written English (Limited English Proficiency –LEP). Reaching out to all of the visitors in an effective manner ischallenging. With a complex and sprawling campus, it can be easyto experience information overload if too much information isprovided on the signage. Used properly, symbols can be a powerfuldevice for wayfinding.ACTION ITEMS:ƒ Incorporate internationally recognized symbols into the wayfinding systemconsistently.ƒ Evaluate the “Universal Symbols in Health Care” as produced byHablomos Juntos (meaning “we speak together”) and the Society forEnvironmental Graphic Design for use at OHSU. While this symbol set hasbeen shown to enhance cognition and wayfinding success for both LEP andEnglish speaking audiences, it is important that the symbols used at OHSUare relevant to your facility and fit your culture. Using symbols in conjunctionwith the English destination names will help improve communication.The following pages break the universal symbols into categories for yourevaluation.ƒ Integrate selected symbols into print collateral, such as M a i n El e vatorbrochures, pre-visit letters and handheld maps. Be surethat patients and visitors are aware of the symbol and M a i n En t r a nc e M ain E l e va t ordestination they seek prior to arrival. Use this elevator to access the following destinations. Main Elevator Patient Rooms 302-324 Dining Prairie 1 Conference Room Prairie 1 Gift Shop Prairie 1 Health Education Resource Center Prairie 1 Restroomƒ For more information on Hablamos Juntos, visit: www. Starbucks Prairie 1 Surgery Prairie 2 F2531-F2585 H2703-H2722 Patient Rooms 325-340 Walgreen’s Prairie 1 Wellness Boutique Prairie 1segd.org/#/learning/hablamos-juntos.html 1 1E X E C U T I V E S U M M A R Y - W A Y 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 19
  • 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 YI N T E R N AT I O N A L S Y M B O L SThese symbols are used throughout the world and are generally recognizable, even without supporting descriptivecopy. BARRIER-FREE STAIRS ELEVATOR MEN’S RESTROOM WOMEN’S RESTROOM UNISEX RESTROOM TELEPHONE TTD INFORMATION GIFT SHOP CAFETERIAThese symbols are recognizable and required by code. RADIATION BIOHAZARD FIRE EXTINGUISHER DO NOT ENTER NO SMOKINGE X E C U T I V E S U M M A R Y - W A Y 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 20
  • 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 YU 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 EThe following two pages of symbols were developed as part of the SEGD and Hablamos Juntos project. The symbolsbelow were broken out as we use these symbols more often for the destinations noted and feel they have a higherchance of comprehension. AMBULANCE BILLING CHAPEL DENTAL OPHTHALMOLOGY PHARMACY FAMILY PRACTICE INTENSIVE CARE INTERNAL MEDICINE INTERPRETER SERVICES LABOR & DELIVERY LABORATORY MEDICAL RECORDS OUTPATIENT PEDIATRICS PHYSICAL THERAPY REGISTRATION WAITING AREA EMERGENCY RADIOLOGYE X E C U T I V E S U M M A R Y - W A Y 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 21
  • 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 YU 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, todetermine which, if any, should be used to designate public destinations. ADMINISTRATION INPATIENT HEALTH SERVICES MEDICAL LIBRARY HEALTH EDUCATION CARE STAFF AREA SOCIAL SERVICES DIABETES EDUCATION MAMMOGRAPHY CATH LAB MRI/PET IMAGING ALTERNATE ULTRASOUND IMAGING IMAGING ALTERNATE IMAGING ALTERNATE IMAGING ALTERNATE KIDNEY PATHOLOGY ONCOLOGY IMMUNIZATIONS NUTRITION ALTERNATIVE/ ANESTHESIA COMPLEMENTARY EAR, NOSE & THROAT RESPIRATORY MENTAL HEALTH NEUROLOGY DERMATOLOGY WOMEN’S HEALTH SURGERY GENETICS INFECTIOUS DISEASES CARDIOLOGYE X E C U T I V E S U M M A R Y - W A Y 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 22
  • 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 YO 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 LYGOAL: Supplement the static signage system with electronic toolsthat will support the best practices for information display andupdate.EXISTING CHALLENGE: With a campus of this size, updates tosignage require a lot of effort and tracking. One small departmentchange 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 inconsistenciesfound are very confusing to the visitor. Additionally, the amount ofinformation that could be provided to a visitor at an informationsite can be overwhelming when looking for their destination. ACTION ITEMS:ƒ Incorporate interactive display kiosks with search features that are capableof diagrammatically showing a recommended driving or walking rout toindividual primary campus destinations. The programming for these kioskscould also provide additional information for special events or securitynotices. The kiosk could be piloted at certain high-traffic primary entrancesbefore spreading to all public entrances.ƒ Incorporate smart phone solutions that use bar codes to downloadwayfinding mapping and information.ƒ Incorporate smart phone devices in wayfinding system. The percentageof people using smart phones is rising every year. These devices are beingused for wayfinding on the streets and now can be used to find your way ininterior building spaces. The wayfinding web applications use a hospital’s WIFInetwork to triangulate the position of the user’s smart phone. This would besimilar to the GPS.E X E C U T I V E S U M M A R Y - W A Y 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 23
  • 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 YO 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 MGOAL: Organize a team of personnel from various departmentsthat are the administering body for the wayfinding program.EXISTING CHALLENGE: While there is a single point of contact forimplementing signage changes, the procedure for requesting newsigns or updates to existing signs is relatively unknown – as is theprotocol for paying for signage requests. As such, departmentshave gone rogue and implemented their own work-around in theform of inconsistent permanent signage, paper mock-ups, andremoval of “their” signs when relocating departments. All of thisadds to visual clutter and chaos to confuse the visitor.ACTION ITEMS:ƒ Remember that a wayfinding system is a active tool that needs tobe maintained in order to continue to function properly after the initialimplementation.ƒ Organize a team of personnel that will be in charge of maintaining thewayfinding system. This team should include representatives from Marketing,Facilities, IT, Campus Development and Human Resources.ƒ Develop a policy that outlines the Wayfinding Committee’s responsibilitiesincluding: -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 solutionsƒ Coordinate monthly meetings to review and address all change requests.ƒ Create and compile the “Filter” of standards that the Wayfinding Committeewill use to approve or deny requests. This filter consists of the Wayfinding MasterPlan, Interior Design Master Plan, Brand Standards, etc.ƒ Regularly monitor all types of communications during the monthly meetings toensure compliance with the wayfinding standards – this assures a single point ofreview and control for compliance prior to public release.E X E C U T I V E S U M M A R Y - W A Y 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 24
  • 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 PAT I E N T & V I S I T O R EXPERIENCE T H E W AY F I N D I N G T E A M IT FACILITIES MARKETING DEVELOPMENT HR Data Stds Wayfinding Signage Stds Communications Stds Donor Signage Stds Training, Orientation Staff Intranet Architecture, Interiors Public Affairs, PR Donor Contracts Internal Info Procurement Internal, External Brand Donor Relationship Mgmt T H E F I LT E R Terminology | OHSU Wayfinding Standards | OHSU Brand Standards | Budget | Timeframe | Ideal Patient Experience SIGNAGE PRINT D I G I TA L Staff Training Donor Marketing Wayfinding Map Graphics External Internal Internal External & Orientation Standard Vision Interior Map Employee Staff Public Walls Tearsheets Comm Intranet Website Non- Patient Patient Volunteer Marketing Exterior E-News Standard Info Info Comm “Toolkit” Staff/Vol Referring Staff Call Center Physician Regulatory Info Physicians Recruiting Info Extranet Marketing Donor Social Promotion ODOT Info Desk Comm Comm Media Temporary Public Database Future Forms & Event Affairs/PR Mgmt TechE X E C U T I V E S U M M A R Y - W A Y 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 25
  • 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 YO 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 EGOAL: Create a master plan with signage standards for use at allcurrent and future OHSU facilities.EXISTING CHALLENGE: There is no existing standard in place thatcreates consistency from one building to the next. As a majorityof OHSU’s buildings are connected, this inconsistency can causeconfusion for the visitor navigating to their destination. The OHSUcampus experience offers extensive inspiration for design; historicand contemporary architecture, reserve surroundings, impressivescenery and multiple transportation options.ACTION ITEMS:ƒ Design the standards to provide signage tools to support a variety ofwayfinding solutions and anticipate different needs.ƒ Design the standards to allow for limited customization to integratesignage within the surrounding architecture.ƒ Use a consistent brand message.ƒ Design the standard to be flexible and inexpensive to maintain and update.ƒ Simplify the planning and ordering process for signage.ƒ Design to reflect the OHSU Brand and include some of the followingcharacteristics; pushing forward, cutting edge, intelligent, brilliant, world classcare, edifying, natural.E X E C U T I V E S U M M A R Y - W A Y 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 26
  • 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 YOBJECTIVE 12 - LINK ALL MEDIA SOURCESGOAL: Update printed and web-based wayfinding tools to beconsistent with the new terminology and wayfinding methodologyas supported by the signage.EXISTING CHALLENGE: Terminology and graphics are inconsistentacross media. Online searches result in a number of potentiallyconfusing listings.ACTION ITEMS:ƒ Follow protocol to request updates to the base mapsfor both Google and Bing search engines. For example, theexisting maps show that Doernbecher Children’s Hospitalis located at Kohler Pavilion. This should be a top priorityupdate.ƒ Develop one exterior map with various layers thatcan be turned on and off to provide all necessary mapsfor OHSU. The map should be designed as a flat map forthe best representation of all roads, parking entrancesand building entrances. Although the perspective map isprecise and pleasing to look at, it is difficult for the patientand visitor to use. Drivers need to be comfortable with theroads and building entrances, yet on this map the roadto the primary Hospital entrance, the entrance itself andparking are all hidden behind the 3-D rendering of thebuilding.ƒ Consider the use of simple, low-tech tools such as tearsheets to augment interior circulation and wayfindingbetween highly traveled destinations (e.g., the mainhospital information desk to Same Day Surgery inMultnomah Pavilion).E X E C U T I V E S U M M A R Y - W A Y 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 27
  • 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 YOBJECTIVE 12 - LINK ALL MEDIA SOURCES (continued)ACTION ITEMS:ƒ Develop a tool for information desks that allowvolunteers to select the current location and the visitor’sdestination and have a customized map print with writtendirections for the visitor to take with them.ƒ Provide referring physicians with updated informationand staff training tools. For owned physician groups,schedule OHSU tours for administration staff orientation,especially as major campus changes occur.E X E C U T I V E S U M M A R Y - W A Y 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 28
  • 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 YO 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 AT E W I T H S TA F FGOAL: Often staff cultural norms create barriers for providing EXTERIOR STAFF EDUCATION PIECEproper direction for patients and visitors. Wayfinding changes arecultural changes in addition to physical changes. Educating staff touse the correct terminology and wayfinding routes when providinginstruction to visitors is paramount to ensuring a successfulwayfinding system.EXISTING CHALLENGE: Often cultural norms create barriers forprospective patients and visitors.ACTION ITEMS:ƒ Incorporate a wayfinding module into your BigBrain training system requiring compliance for all neworientations and all existing staff and volunteers.ƒ Communicate all wayfinding changes to staff andvolunteers early and regularly through email, printedcommunications and the O-zone intranet.ƒ Provide staff, especially the patient-facing employeesand volunteers, with the necessary tools to understand andspeak clearly about the new wayfinding system. A “cheatsheet” should outline basic wayfinding logic in one page TEAR SHEET(see example in the lower right corner).ƒ Generate a set of scripts to use when givingdirections to the campuses, and to destinations INTERIOR STAFF EDUCATION PIECEon the campuses. This is especially important WAYFINDING CHEAT SHEETinformation for switchboard operators and pre-registration staff. Staff and volunteers at theinformation desks should also have access tothese scripts.E X E C U T I V E S U M M A R Y - W A Y 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 29