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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 Y




EXECUTIVE SUMMARY -                                      Prepared by

WAYFINDING ANALYSIS AND RECOMMENDATIONS
JUNE 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 Y




TA B L E O F C O N T E N T S
INTRODUCTION                                                      1

RESEARCH                                                          2

ELEMENTS OF SUCCESSFUL WAYFINDING                                 4

EXTERIOR SEQUENCE OF ENCOUNTER                                    5

INTERIOR SEQUENCE OF ENCOUNTER                                    6

OBJECTIVE 1                                                       7

OBJECTIVE 2                                                       8

OBJECTIVE 3                                                       10

OBJECTIVE 4                                                       11

OBJECTIVE 5                                                       14

OBJECTIVE 6                                                       15

OBJECTIVE 7                                                       16

OBJECTIVE 8                                                       19

OBJECTIVE 9                                                       23

OBJECTIVE 10                                                      24

OBJECTIVE 11                                                      26

OBJECTIVE 12                                                      27

OBJECTIVE 12                                                      28

OBJECTIVE 13                                                      29




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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




INTRODUCTION
Wayfinding is defined as “direction for people in
motion.” We design wayfinding systems primarily for
the first time visitor, and every employee and faculty
member who comes in contact with your visitors
needs to be well versed in the communication of
your wayfinding system. Improving the wayfinding
system at Oregon Health & Science University
(OHSU) will help increase your consumer confidence
in the services that you are providing to them.

This wayfinding analysis and recommendations
executive summary is a compilation of information
absorbed during our visit to the Marquam Hill and
the South Waterfront Campuses and through the
Wayfinding Survey sent to OHSU staff and faculty.
The 13 objectives highlighted in this document work
to emphasize and strengthen the OHSU identity
and commitment to their patients, students and
visitors. Through strategic wayfinding, prominent
identification and consistent terminology, OHSU can
redesign the visitor’s experience and create a space
that allows for an increased level of comfort and
confidence.




                                                                                                           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.




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RESEARCH
From 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 responses
a total of 10 mostly multiple-choice questions regarding their                        from the Wayfinding Survey.
experience with patient and visitor navigation and their view of
the 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 year
FTE). Of those 686 individuals, not every person responded to                         ƒ 38.5% 1 to 5 years
every question, but we did gain enough insight for the following
                                                                                      ƒ 21.3% 6 to 10 years
conclusions.
                                                                                      ƒ 30.8% More than 10 years
RESEARCH CONCLUSIONS:
                                                                                      For which OHSU mission do you spend most of your time
                                                                                      working?
Over 72% of the responding staff provides directions to
other people more than once a week, with one-third of those
                                                                                      ƒ 45.9% Healthcare
responses as more than five (5) times a week. If we assume that
each interaction takes 3 minutes of their day for either direction                    ƒ 22.6% Research
giving or walking the person to their actual destination, we can                      ƒ 8.5% Education
make the following estimations.
                                                                                      ƒ 23.0% I work in a position that supports multiple missions
ƒ 1 Average direction-giving interaction per day                                      In the course of a given week, how often do you provide
ƒ 3 Estimated minutes per interaction (this is probably a low                         directions to other people?
estimate, given the size and complexity of your Marquam Hill
campus)                                                                               ƒ 2.5% Never

ƒ 15 Average minutes per week spent giving direction                                  ƒ 25.2% Less than once per week

ƒ $15 Average hourly pay rate for professional staff                                  ƒ 48.4% 1-5 times per week

ƒ $187.50 Average annual cost per employee to OHSU (50                                ƒ 23.9% 5 or more times per week
weeks)

ƒ 5,500 Estimated number of patient and visitor-facing
professional staff (11,000 total FTE)

ƒ $1,031,250 Estimated annual staff cost to OHSU for
wayfinding deficiencies




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RESEARCH (continued)
Which of the following best describes people to whom you most                         What do you use as markers or identifiers when giving verbal or
often 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% Signage
ƒ 7.6% Job-seekers                                                                    ƒ 7.6% Other
ƒ 12.5% Students

ƒ 13.6% Vendors or contract workers

ƒ 12.8% Non-English speakers

ƒ 7.4% Patients or visitors seeking accessible entry

When you or someone else needs assistance finding a location
at OHSU, which of the following do you use? (select all that
apply)

ƒ 78.6% Verbal or written instructions

ƒ 18.7% OHSU website

ƒ 9.2% Map website (e.g., Google Maps)

ƒ 34.3% OHSU information/reception desks

ƒ 31.8$ Printed OHSU maps

ƒ 66.5% Escorting the person to his/her destination

ƒ 8.2% Other

Where do you most often see people lost?

ƒ 31.6% Exterior: Finding the right parking on arrival

ƒ 41.6% Exterior: Finding the right building after parking

ƒ 67.4% Interior: navigating transitional spaces inside or
between buildings

ƒ 55.3% Interior: finding a specific destination (building, room)




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E 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 REMEMBER


DESIGN 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.




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S E Q U E N C E O F E N C O U N T E R - EXTERIOR WAYFINDING EXPERIENCE


THE 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 IDENTIFIERS




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S E Q U E N C E O F E N C O U N T E R - INTERIOR WAYFINDING EXPERIENCE


THE 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 MAP




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OBJECTIVE 1 - CLARIFY THE CAMPUSES

GOAL: Clearly differentiate and identify the Marquam Hill and
South Waterfront Campuses.


EXISTING CHALLENGE: Patients and visitors are arriving at the
wrong campus for their appointments. This could be due to not
providing enough information to the visitor when scheduling the
appointment or the visitor having a pre-existing knowledge of
one campus and not another. We have found that ODOT does not
distinguish between the two campuses on their guide signage. This
is not unfounded, as DOTs will generally only wayfind to inpatient
healthcare facilities. Frustration levels are elevated when visitors
are told that they are at the wrong campus and need to navigate
to the proper location.

ACTION ITEMS:

ƒ Position campus identifiers on the perimeter of each campus and welcome
visitors to the site while identifying the brand and campus location. Note that
at the South Waterfront Campus, the building façade visible from the highway
states OHSU. The canopy above the entrance says Center for Health and
Healing. 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. A
distinction between the campuses will become especially important with the
Schnitzer development is complete. We recommend combining Schnitzer and
South Waterfront into one campus based on their close proximity.

ƒ Use icons to help graphically identify the two separate campuses. Images
depicting 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 the
visualization of the distance between the two sites.

ƒ Include information on which campus and where to park in all information
packets and mailings sent or given to patients prior to their visit.




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O 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 N

GOAL: Define and visually identify the campus borders and
circulation routes for drivers, bikers and pedestrians.


EXISTING CHALLENGE: OHSU, Marquam Hill, is a large campus
in a congested area. Tall buildings nestled closely together make
it difficult to get a good spatial representation of the campus.
Visitors must make quick decisions as they maneuver their way
around. Parking is difficult to locate, and many times visitors find
themselves parking on the other side of campus from their desired
destination.

ACTION ITEMS:

ƒ Strategically place exterior wayfinding signs along roadways to provide
visitors with the necessary time to read and follow the information.

ƒ Control the circulation through the two “front doors” that access
Marquam Hill campus. Use Sam Jackson Road for buildings and parking on
the North side of the campus and direct visitors off of Terwilliger Blvd to
Campus Drive for buildings and parking on the south side of campus.

ƒ Increase visibility of building and parking identification for both vehicular
and pedestrian traffic. The existing building identification is mounted so high
on the buildings that, while nice for media shots, they are virtually unusable
for the vehicular traffic that is focused down on the road.

ƒ Clearly identify public parking by providing additional information at
parking lots and garages. Include supplemental information to direct to
additional parking, as parking is so limited. Research the use of electronic
messaging to provide up-to-date information to the driver.

ƒ Provide improved pedestrian wayfinding throughout the campus. Include
exterior map kiosks to assist the visitor with orienting themselves to the
campuses. Design the elements so the user sees the map just as they
experience the environment around them.




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                 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
                                                                                                                                     e




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OBJECTIVE 3 - USE CONSISTENT TERMINOLOGY

GOAL: Adopt consistent terminology for the public destinations,
buildings, parking and interior amenities. Train staff and
volunteers to use only approved terminology when directing
visitors.


EXISTING CHALLENGE: Staff uses old and new building names
when communicating with visitors and providing directions. While
OHSU has instructed all staff during their training that acronyms
are not to be used when talking with visitors, this is not enforced
– many staff still use them in communications with patients and
visitors.

ACTION ITEMS:

ƒ Support the use of building acronyms for academic buildings, as students
are more familiar with them. The use of building acronyms is a standard for
university settings.

ƒ Support the use of proper building names, do not use acronyms, when
referring to healthcare buildings. Most patients are first-time visitors, and are
not familiar with acronyms.

ƒ Simplify terminology, specifically for public destinations within the
healthcare ministry. Medical terminology is heavily used on the academic
and research side, but is not commonly understood by the average patient or
visitor.

ƒ Develop a comprehensive list of public and academic destinations. Keep
this list up to date and located so that all public-facing staff can access and
reference it – such as on the O-zone Intranet.




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O 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

GOAL: Direct and identify parking opportunities for the first-
time visitor.


EXISTING CHALLENGE: Parking on campus is limited with
entrances that can be difficult to find. Visitors are often unsure of
where to park relative to their destination.

ACTION ITEMS:
ƒ Update the look and feel of the visitor parking information site on
the 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 correct
name. Where space allows, also include a list of buildings that are in close
proximity to the garage. This will allow a visitor to confirm that they are
parking in the proper garage for their destination.

ƒ Simplify and coordinate the names of the parking garages. Staff and
visitors have a difficult time differentiating between the garages, making
remembering where you parked – or assisting someone who doesn’t
remember in which garage they’ve parked – difficult. See the attached graph
and map for naming recommendations.

ƒ Incorporate secondary reminders into the parking system. Like the Kohler
Pavilion Garage, use a local photographic image for each garage and
integrate a level color system.

ƒ Include supporting directions to alternate parking locations for use when
the garages are full. Consider the use of electronic messaging to provide real-
time messaging and special event information.




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O 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 garages
and lots through signage design and terminology.

ƒ Number the garages instead of using long garage names. The
numbers will be incorporated into guide and identification signage.
Integrate the numbering system into all literature distributed to
patients and visitors, the website, and everyday communications.


Current Name                    New Name              Levels           Image
Emma Jones Garage               1                     2                Arch

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. Hood



ƒ Numbering the garages assists with abbreviating the information
contained on the guide signs, allowing more garages to be listed on
each guide sign. Numbers are grouped based upon the garage location
along 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 where
they’ve parked. Also incorporate a unique color to every level within a
parking garage. The level colors will be repeated between the garages.




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                 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. Hood




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OBJECTIVE 5 - HIGHLIGHT ACCESSIBLE ROUTES

GOAL: Identify accessible pathways and building access points to
benefit those that have mobility constraints.


EXISTING CHALLENGE: Accessibility is a requirement, especially
on a healthcare campus. However, Marquam Hill Campus provides
unique obstacles with being built on a hill and being comprised
of older buildings that are not easy to bring to current code
standards. Accessible routes throughout the campus are not
identified clearly, and often difficult to find. This makes moving
across campus, or from one building into the next extremely
difficult without proper guidance. The wayfinding system requires
solutions that are specific and sensitive to support this audience.

ACTION ITEMS:

ƒ Include accessible routes and entrances on mapping – especially exterior
maps.

ƒ Design all information kiosks to be easily accessible and legible for all
audiences.

ƒ Sign accessible routes on the interior and exterior clearly, using signage and
other tools that exceed ADA minimum requirements. Use consistent signage
designs to enhance the anticipatory value of the routing signage.




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O 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 N

GOAL: Clarify internal public circulation patterns, public versus
non-public areas and building connections.

EXISTING CHALLENGE: With the task of navigating the exterior
behind them, the visitor experiences a new challenge of finding
their destination within the campus buildings. Accessing
destinations is difficult for the first time visitor because of a lack
of clear identification, mapping, and guide signage. Aside from
Doernbecher, which is signed well for its patrons, the different
signage systems that a visitor experiences as they transition from
one building to the next can be very disorienting.

ACTION ITEMS:
ƒ Ensure that all staff and volunteers understand the preferred routing from
an entrance or information desk to each destination. Keeping visitors on the
public pathways will ensure that they have the proper signage to guide them
as they get closer to their destination. It will also assist them with returning
to their entrance at the end of their visit. The best path between two points
is not always the shortest route, while it is often the shortest route that a
staff member, familiar with the building, will take.

ƒ Clarify internal public circulation patterns, public verses non-public areas
and 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 main
lobbies, elevators and necessary building transitions. Floor maps and corridor
maps are also helpful tools to provide a visual reference.

ƒ Support wayfinding along public corridors with additional tools like guide
signs and corridor maps.

ƒ Support guide information back to public parking areas.

ƒ Emphasize key information locations such as information desks and
elevators lobbies with architectural treatment, lighting and color.

ƒ Use universal symbols consistently to help breach language barriers.




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O 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

GOAL: Emphasize the importance of public elevators as vertical
corridors to reach specific destinations.


EXISTING CHALLENGE: The elevators themselves blend into
the corridor and are often easy to walk by without noticing.
Throughout the various buildings a consistent lack of information
was identified at the elevator banks; this lack of information can
leave a visitor wondering if they are using the proper elevator.
There is no differentiation between public and non-public
elevators.

ACTION ITEMS:

ƒ Update elevator lobbies with special finishes to highlight them as
important wayfinding tools. Color, lighting, floor treatments and signage are
all finishes that will help call attention to these areas.

ƒ Support direction to and at public elevator lobbies only. Staff elevators
should 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 with
an alpha character designation to differentiate multiple elevator banks in one
building. Because OHSU Hospital and Hatfield Research Center function as
one building from an interior standpoint, the alpha characters should flow
through both buildings together. All other buildings can start with A.

ƒ Incorporate the international elevator symbol along with elevator
identification consistently on all signage, map graphics and in patient
literature.

ƒ Provide a directory listing at every elevator bank that highlights public
destinations available from that elevator.




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O 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 Name
Auditorium - Auditorium Elevators                                                Mackenzie Hall - Mackenzie Hall Elevators
Baird Hall - Baird Hall Elevators                                                Multnomah Pavilion - Accessible Elevators
Biomedical Research Building - Biomedical Research Bldg A Elevators              Multnomah Pavilion - Multnomah A Elevators
Biomedical Research Building - Biomedical Research Bldg B Elevators              Multnomah Pavilion - Multnomah B Elevators
Biomedical Information Communication Center - BICC A Elevators                   Multnomah Pavilion - Multnomah C Elevators
Biomedical Information Communication Center - BICC B Elevators                   Multnomah Pavilion - Multnomah D Elevators
Casey Eye Institute - Casey Eye Elevators                                        Multnomah Pavilion - Multnomah E Elevators
Child Development and Rehabilitation Center - CDRC A Elevators                   Physicians Pavilion - Physicians Pavilion Elevators
Child Development and Rehabilitation Center -CDRC B Elevators                    Jones Hall for Basic Medical Sciences - CROET A Elevators
Child Development and Rehabilitation Center -CDRC West Elevators                 Jones Hall for Basic Medical Sciences - CROET B Elevators
Doernbecher Children’s Hospital - Conference Center Elevators                    Jones Hall for Basic Medical Sciences - Jones A Elevators
Doernbecher Children’s Hospital - Doernbecher Elevators                          Jones Hall for Basic Medical Sciences - Jones B Elevators
Doernbecher Children’s Hospital - Lobby Elevators                                Sam Jackson Hall - Sam Jackson A Elevators
Hatfield Research Center - Emergency Elevator                                    Sam Jackson Hall - Sam Jackson B Elevators
Hatfield Research Center - Hospital C Elevators                                  School of Dentistry - School of Dentistry Elevators
Hatfield Research Center - Hospital D Elevators                                  School of Nursing - School of Nursing Elevators
Hospital - Hospital A Elevators

Hospital - Hospital B Elevators

Kohler Pavilion - Kohler Inpatient Elevators

Kohler Pavilion - Kohler Outpatient Elevators




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                                                                                  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
                                                                                                                       Elevators




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O 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 N

GOAL: Consistently incorporate symbols into the wayfinding
system.


EXISTING CHALLENGE: OHSU serves a diverse audience and
communicating information clearly is difficult. This audience
often includes visitors who have difficulty reading, speaking or
understanding written English (Limited English Proficiency –
LEP). Reaching out to all of the visitors in an effective manner is
challenging. With a complex and sprawling campus, it can be easy
to experience information overload if too much information is
provided on the signage. Used properly, symbols can be a powerful
device for wayfinding.

ACTION ITEMS:

ƒ Incorporate internationally recognized symbols into the wayfinding system
consistently.

ƒ Evaluate the “Universal Symbols in Health Care” as produced by
Hablomos Juntos (meaning “we speak together”) and the Society for
Environmental Graphic Design for use at OHSU. While this symbol set has
been shown to enhance cognition and wayfinding success for both LEP and
English speaking audiences, it is important that the symbols used at OHSU
are relevant to your facility and fit your culture. Using symbols in conjunction
with the English destination names will help improve communication.
The following pages break the universal symbols into categories for your
evaluation.

ƒ Integrate selected symbols into print collateral, such as                                           M a i n El e vator
brochures, pre-visit letters and handheld maps. Be sure
that 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 or
destination 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   Restroom


ƒ 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   1




segd.org/#/learning/hablamos-juntos.html
                                                                                                                                                                1
                                                                                                                    1




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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




I N T E R N AT I O N A L S Y M B O L S
These symbols are used throughout the world and are generally recognizable, even without supporting descriptive
copy.




       BARRIER-FREE            STAIRS              ELEVATOR         MEN’S RESTROOM      WOMEN’S RESTROOM   UNISEX RESTROOM




        TELEPHONE               TTD              INFORMATION           GIFT SHOP            CAFETERIA




These symbols are recognizable and required by code.




        RADIATION            BIOHAZARD         FIRE EXTINGUISHER      DO NOT ENTER         NO SMOKING




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U 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
The following two pages of symbols were developed as part of the SEGD and Hablamos Juntos project. The symbols
below were broken out as we use these symbols more often for the destinations noted and feel they have a higher
chance 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            RADIOLOGY




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U 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, to
determine 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      CARDIOLOGY




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O 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 LY

GOAL: Supplement the static signage system with electronic tools
that will support the best practices for information display and
update.


EXISTING CHALLENGE: With a campus of this size, updates to
signage require a lot of effort and tracking. One small department
change 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 inconsistencies
found are very confusing to the visitor. Additionally, the amount of
information that could be provided to a visitor at an information
site can be overwhelming when looking for their destination.

 ACTION ITEMS:
ƒ Incorporate interactive display kiosks with search features that are capable
of diagrammatically showing a recommended driving or walking rout to
individual primary campus destinations. The programming for these kiosks
could also provide additional information for special events or security
notices. The kiosk could be piloted at certain high-traffic primary entrances
before spreading to all public entrances.

ƒ Incorporate smart phone solutions that use bar codes to download
wayfinding mapping and information.

ƒ Incorporate smart phone devices in wayfinding system. The percentage
of people using smart phones is rising every year. These devices are being
used for wayfinding on the streets and now can be used to find your way in
interior building spaces. The wayfinding web applications use a hospital’s WIFI
network to triangulate the position of the user’s smart phone. This would be
similar to the GPS.




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O 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 M

GOAL: Organize a team of personnel from various departments
that are the administering body for the wayfinding program.


EXISTING CHALLENGE: While there is a single point of contact for
implementing signage changes, the procedure for requesting new
signs or updates to existing signs is relatively unknown – as is the
protocol for paying for signage requests. As such, departments
have gone rogue and implemented their own work-around in the
form of inconsistent permanent signage, paper mock-ups, and
removal of “their” signs when relocating departments. All of this
adds to visual clutter and chaos to confuse the visitor.


ACTION ITEMS:

ƒ Remember that a wayfinding system is a active tool that needs to
be maintained in order to continue to function properly after the initial
implementation.

ƒ Organize a team of personnel that will be in charge of maintaining the
wayfinding 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 responsibilities
including:

       -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
       solutions

ƒ Coordinate monthly meetings to review and address all change requests.

ƒ Create and compile the “Filter” of standards that the Wayfinding Committee
will use to approve or deny requests. This filter consists of the Wayfinding Master
Plan, Interior Design Master Plan, Brand Standards, etc.

ƒ Regularly monitor all types of communications during the monthly meetings to
ensure compliance with the wayfinding standards – this assures a single point of
review and control for compliance prior to public release.




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                                                                                                     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                  Tech




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O 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 E

GOAL: Create a master plan with signage standards for use at all
current and future OHSU facilities.


EXISTING CHALLENGE: There is no existing standard in place that
creates consistency from one building to the next. As a majority
of OHSU’s buildings are connected, this inconsistency can cause
confusion for the visitor navigating to their destination. The OHSU
campus experience offers extensive inspiration for design; historic
and contemporary architecture, reserve surroundings, impressive
scenery and multiple transportation options.


ACTION ITEMS:

ƒ Design the standards to provide signage tools to support a variety of
wayfinding solutions and anticipate different needs.

ƒ Design the standards to allow for limited customization to integrate
signage 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 following
characteristics; pushing forward, cutting edge, intelligent, brilliant, world class
care, 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
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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




OBJECTIVE 12 - LINK ALL MEDIA SOURCES

GOAL: Update printed and web-based wayfinding tools to be
consistent with the new terminology and wayfinding methodology
as supported by the signage.


EXISTING CHALLENGE: Terminology and graphics are inconsistent
across media. Online searches result in a number of potentially
confusing listings.

ACTION ITEMS:

ƒ Follow protocol to request updates to the base maps
for both Google and Bing search engines. For example, the
existing maps show that Doernbecher Children’s Hospital
is located at Kohler Pavilion. This should be a top priority
update.

ƒ Develop one exterior map with various layers that
can be turned on and off to provide all necessary maps
for OHSU. The map should be designed as a flat map for
the best representation of all roads, parking entrances
and building entrances. Although the perspective map is
precise and pleasing to look at, it is difficult for the patient
and visitor to use. Drivers need to be comfortable with the
roads and building entrances, yet on this map the road
to the primary Hospital entrance, the entrance itself and
parking are all hidden behind the 3-D rendering of the
building.

ƒ Consider the use of simple, low-tech tools such as tear
sheets to augment interior circulation and wayfinding
between highly traveled destinations (e.g., the main
hospital information desk to Same Day Surgery in
Multnomah 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
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OBJECTIVE 12 - LINK ALL MEDIA SOURCES (continued)

ACTION ITEMS:

ƒ Develop a tool for information desks that allow
volunteers to select the current location and the visitor’s
destination and have a customized map print with written
directions for the visitor to take with them.

ƒ Provide referring physicians with updated information
and 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
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O 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 F

GOAL: Often staff cultural norms create barriers for providing                                             EXTERIOR STAFF EDUCATION PIECE


proper direction for patients and visitors. Wayfinding changes are
cultural changes in addition to physical changes. Educating staff to
use the correct terminology and wayfinding routes when providing
instruction to visitors is paramount to ensuring a successful
wayfinding system.


EXISTING CHALLENGE: Often cultural norms create barriers for
prospective patients and visitors.

ACTION ITEMS:
ƒ Incorporate a wayfinding module into your Big
Brain training system requiring compliance for all new
orientations and all existing staff and volunteers.

ƒ Communicate all wayfinding changes to staff and
volunteers early and regularly through email, printed
communications and the O-zone intranet.

ƒ Provide staff, especially the patient-facing employees
and volunteers, with the necessary tools to understand and
speak clearly about the new wayfinding system. A “cheat
sheet” 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 giving
directions to the campuses, and to destinations                                                                                     INTERIOR STAFF EDUCATION PIECE
on the campuses. This is especially important                                                              WAYFINDING CHEAT SHEET
information for switchboard operators and pre-
registration staff. Staff and volunteers at the
information desks should also have access to
these scripts.




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Wayfinding executive summary

  • 1. 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 Y EXECUTIVE SUMMARY - Prepared by WAYFINDING ANALYSIS AND RECOMMENDATIONS JUNE 13TH, 2011 corbindesign People get lost. We fix that.TM 109 East Front Suite 304 Traverse City, MI 49684 231 947.1236
  • 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 Y TA B L E O F C O N T E N T S INTRODUCTION 1 RESEARCH 2 ELEMENTS OF SUCCESSFUL WAYFINDING 4 EXTERIOR SEQUENCE OF ENCOUNTER 5 INTERIOR SEQUENCE OF ENCOUNTER 6 OBJECTIVE 1 7 OBJECTIVE 2 8 OBJECTIVE 3 10 OBJECTIVE 4 11 OBJECTIVE 5 14 OBJECTIVE 6 15 OBJECTIVE 7 16 OBJECTIVE 8 19 OBJECTIVE 9 23 OBJECTIVE 10 24 OBJECTIVE 11 26 OBJECTIVE 12 27 OBJECTIVE 12 28 OBJECTIVE 13 29 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 Y INTRODUCTION Wayfinding is defined as “direction for people in motion.” We design wayfinding systems primarily for the first time visitor, and every employee and faculty member who comes in contact with your visitors needs to be well versed in the communication of your wayfinding system. Improving the wayfinding system at Oregon Health & Science University (OHSU) will help increase your consumer confidence in the services that you are providing to them. This wayfinding analysis and recommendations executive summary is a compilation of information absorbed during our visit to the Marquam Hill and the South Waterfront Campuses and through the Wayfinding Survey sent to OHSU staff and faculty. The 13 objectives highlighted in this document work to emphasize and strengthen the OHSU identity and commitment to their patients, students and visitors. Through strategic wayfinding, prominent identification and consistent terminology, OHSU can redesign the visitor’s experience and create a space that allows for an increased level of comfort and confidence. 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
  • 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 Y RESEARCH From 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 responses a total of 10 mostly multiple-choice questions regarding their from the Wayfinding Survey. experience with patient and visitor navigation and their view of the 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 year FTE). Of those 686 individuals, not every person responded to ƒ 38.5% 1 to 5 years every question, but we did gain enough insight for the following ƒ 21.3% 6 to 10 years conclusions. ƒ 30.8% More than 10 years RESEARCH CONCLUSIONS: For which OHSU mission do you spend most of your time working? Over 72% of the responding staff provides directions to other people more than once a week, with one-third of those ƒ 45.9% Healthcare responses as more than five (5) times a week. If we assume that each interaction takes 3 minutes of their day for either direction ƒ 22.6% Research giving or walking the person to their actual destination, we can ƒ 8.5% Education make the following estimations. ƒ 23.0% I work in a position that supports multiple missions ƒ 1 Average direction-giving interaction per day In the course of a given week, how often do you provide ƒ 3 Estimated minutes per interaction (this is probably a low directions to other people? estimate, given the size and complexity of your Marquam Hill campus) ƒ 2.5% Never ƒ 15 Average minutes per week spent giving direction ƒ 25.2% Less than once per week ƒ $15 Average hourly pay rate for professional staff ƒ 48.4% 1-5 times per week ƒ $187.50 Average annual cost per employee to OHSU (50 ƒ 23.9% 5 or more times per week weeks) ƒ 5,500 Estimated number of patient and visitor-facing professional staff (11,000 total FTE) ƒ $1,031,250 Estimated annual staff cost to OHSU for wayfinding deficiencies E X E C U T I V E S U M M A R Y - W A Y F I N D I N G A N A LY S I S A N D R E C O M M E N D A T I O N S 2
  • 5. O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y RESEARCH (continued) Which of the following best describes people to whom you most What do you use as markers or identifiers when giving verbal or often provide directions? written directions? (select all that apply) ƒ 20.7% Other OHSU staff members ƒ 82.5% Physical places (cafeteria, gift shop, elevators, etc.) ƒ 93.7% Patients and Visitors ƒ 54.8% Visible landmarks (structures, artwork, sculptures, etc.) ƒ 5.2% Volunteers ƒ 38% Signage ƒ 7.6% Job-seekers ƒ 7.6% Other ƒ 12.5% Students ƒ 13.6% Vendors or contract workers ƒ 12.8% Non-English speakers ƒ 7.4% Patients or visitors seeking accessible entry When you or someone else needs assistance finding a location at OHSU, which of the following do you use? (select all that apply) ƒ 78.6% Verbal or written instructions ƒ 18.7% OHSU website ƒ 9.2% Map website (e.g., Google Maps) ƒ 34.3% OHSU information/reception desks ƒ 31.8$ Printed OHSU maps ƒ 66.5% Escorting the person to his/her destination ƒ 8.2% Other Where do you most often see people lost? ƒ 31.6% Exterior: Finding the right parking on arrival ƒ 41.6% Exterior: Finding the right building after parking ƒ 67.4% Interior: navigating transitional spaces inside or between buildings ƒ 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
  • 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 Y E 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 REMEMBER DESIGN 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
  • 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 Y S E Q U E N C E O F E N C O U N T E R - EXTERIOR WAYFINDING EXPERIENCE THE 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 IDENTIFIERS 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 5
  • 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 S E Q U E N C E O F E N C O U N T E R - INTERIOR WAYFINDING EXPERIENCE THE 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 MAP 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 6
  • 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 Y OBJECTIVE 1 - CLARIFY THE CAMPUSES GOAL: Clearly differentiate and identify the Marquam Hill and South Waterfront Campuses. EXISTING CHALLENGE: Patients and visitors are arriving at the wrong campus for their appointments. This could be due to not providing enough information to the visitor when scheduling the appointment or the visitor having a pre-existing knowledge of one campus and not another. We have found that ODOT does not distinguish between the two campuses on their guide signage. This is not unfounded, as DOTs will generally only wayfind to inpatient healthcare facilities. Frustration levels are elevated when visitors are told that they are at the wrong campus and need to navigate to the proper location. ACTION ITEMS: ƒ Position campus identifiers on the perimeter of each campus and welcome visitors to the site while identifying the brand and campus location. Note that at the South Waterfront Campus, the building façade visible from the highway states OHSU. The canopy above the entrance says Center for Health and Healing. 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. A distinction between the campuses will become especially important with the Schnitzer development is complete. We recommend combining Schnitzer and South Waterfront into one campus based on their close proximity. ƒ Use icons to help graphically identify the two separate campuses. Images depicting 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 the visualization of the distance between the two sites. ƒ Include information on which campus and where to park in all information packets 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
  • 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 Y O 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 N GOAL: Define and visually identify the campus borders and circulation routes for drivers, bikers and pedestrians. EXISTING CHALLENGE: OHSU, Marquam Hill, is a large campus in a congested area. Tall buildings nestled closely together make it difficult to get a good spatial representation of the campus. Visitors must make quick decisions as they maneuver their way around. Parking is difficult to locate, and many times visitors find themselves parking on the other side of campus from their desired destination. ACTION ITEMS: ƒ Strategically place exterior wayfinding signs along roadways to provide visitors with the necessary time to read and follow the information. ƒ Control the circulation through the two “front doors” that access Marquam Hill campus. Use Sam Jackson Road for buildings and parking on the North side of the campus and direct visitors off of Terwilliger Blvd to Campus Drive for buildings and parking on the south side of campus. ƒ Increase visibility of building and parking identification for both vehicular and pedestrian traffic. The existing building identification is mounted so high on the buildings that, while nice for media shots, they are virtually unusable for the vehicular traffic that is focused down on the road. ƒ Clearly identify public parking by providing additional information at parking lots and garages. Include supplemental information to direct to additional parking, as parking is so limited. Research the use of electronic messaging to provide up-to-date information to the driver. ƒ Provide improved pedestrian wayfinding throughout the campus. Include exterior map kiosks to assist the visitor with orienting themselves to the campuses. Design the elements so the user sees the map just as they experience 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
  • 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 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 e 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 9
  • 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 OBJECTIVE 3 - USE CONSISTENT TERMINOLOGY GOAL: Adopt consistent terminology for the public destinations, buildings, parking and interior amenities. Train staff and volunteers to use only approved terminology when directing visitors. EXISTING CHALLENGE: Staff uses old and new building names when communicating with visitors and providing directions. While OHSU has instructed all staff during their training that acronyms are not to be used when talking with visitors, this is not enforced – many staff still use them in communications with patients and visitors. ACTION ITEMS: ƒ Support the use of building acronyms for academic buildings, as students are more familiar with them. The use of building acronyms is a standard for university settings. ƒ Support the use of proper building names, do not use acronyms, when referring to healthcare buildings. Most patients are first-time visitors, and are not familiar with acronyms. ƒ Simplify terminology, specifically for public destinations within the healthcare ministry. Medical terminology is heavily used on the academic and research side, but is not commonly understood by the average patient or visitor. ƒ Develop a comprehensive list of public and academic destinations. Keep this list up to date and located so that all public-facing staff can access and reference 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
  • 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 Y O 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 GOAL: Direct and identify parking opportunities for the first- time visitor. EXISTING CHALLENGE: Parking on campus is limited with entrances that can be difficult to find. Visitors are often unsure of where to park relative to their destination. ACTION ITEMS: ƒ Update the look and feel of the visitor parking information site on the 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 correct name. Where space allows, also include a list of buildings that are in close proximity to the garage. This will allow a visitor to confirm that they are parking in the proper garage for their destination. ƒ Simplify and coordinate the names of the parking garages. Staff and visitors have a difficult time differentiating between the garages, making remembering where you parked – or assisting someone who doesn’t remember in which garage they’ve parked – difficult. See the attached graph and map for naming recommendations. ƒ Incorporate secondary reminders into the parking system. Like the Kohler Pavilion Garage, use a local photographic image for each garage and integrate a level color system. ƒ Include supporting directions to alternate parking locations for use when the 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
  • 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 Y O 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 garages and lots through signage design and terminology. ƒ Number the garages instead of using long garage names. The numbers will be incorporated into guide and identification signage. Integrate the numbering system into all literature distributed to patients and visitors, the website, and everyday communications. Current Name New Name Levels Image Emma Jones Garage 1 2 Arch 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. Hood ƒ Numbering the garages assists with abbreviating the information contained on the guide signs, allowing more garages to be listed on each guide sign. Numbers are grouped based upon the garage location along 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 where they’ve parked. Also incorporate a unique color to every level within a parking 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
  • 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 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. Hood 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 13
  • 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 Y OBJECTIVE 5 - HIGHLIGHT ACCESSIBLE ROUTES GOAL: Identify accessible pathways and building access points to benefit those that have mobility constraints. EXISTING CHALLENGE: Accessibility is a requirement, especially on a healthcare campus. However, Marquam Hill Campus provides unique obstacles with being built on a hill and being comprised of older buildings that are not easy to bring to current code standards. Accessible routes throughout the campus are not identified clearly, and often difficult to find. This makes moving across campus, or from one building into the next extremely difficult without proper guidance. The wayfinding system requires solutions that are specific and sensitive to support this audience. ACTION ITEMS: ƒ Include accessible routes and entrances on mapping – especially exterior maps. ƒ Design all information kiosks to be easily accessible and legible for all audiences. ƒ Sign accessible routes on the interior and exterior clearly, using signage and other tools that exceed ADA minimum requirements. Use consistent signage designs 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
  • 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 O 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 N GOAL: Clarify internal public circulation patterns, public versus non-public areas and building connections. EXISTING CHALLENGE: With the task of navigating the exterior behind them, the visitor experiences a new challenge of finding their destination within the campus buildings. Accessing destinations is difficult for the first time visitor because of a lack of clear identification, mapping, and guide signage. Aside from Doernbecher, which is signed well for its patrons, the different signage systems that a visitor experiences as they transition from one building to the next can be very disorienting. ACTION ITEMS: ƒ Ensure that all staff and volunteers understand the preferred routing from an entrance or information desk to each destination. Keeping visitors on the public pathways will ensure that they have the proper signage to guide them as they get closer to their destination. It will also assist them with returning to their entrance at the end of their visit. The best path between two points is not always the shortest route, while it is often the shortest route that a staff member, familiar with the building, will take. ƒ Clarify internal public circulation patterns, public verses non-public areas and 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 main lobbies, elevators and necessary building transitions. Floor maps and corridor maps are also helpful tools to provide a visual reference. ƒ Support wayfinding along public corridors with additional tools like guide signs and corridor maps. ƒ Support guide information back to public parking areas. ƒ Emphasize key information locations such as information desks and elevators 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
  • 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 Y O 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 GOAL: Emphasize the importance of public elevators as vertical corridors to reach specific destinations. EXISTING CHALLENGE: The elevators themselves blend into the corridor and are often easy to walk by without noticing. Throughout the various buildings a consistent lack of information was identified at the elevator banks; this lack of information can leave a visitor wondering if they are using the proper elevator. There is no differentiation between public and non-public elevators. ACTION ITEMS: ƒ Update elevator lobbies with special finishes to highlight them as important wayfinding tools. Color, lighting, floor treatments and signage are all finishes that will help call attention to these areas. ƒ Support direction to and at public elevator lobbies only. Staff elevators should 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 with an alpha character designation to differentiate multiple elevator banks in one building. Because OHSU Hospital and Hatfield Research Center function as one building from an interior standpoint, the alpha characters should flow through both buildings together. All other buildings can start with A. ƒ Incorporate the international elevator symbol along with elevator identification consistently on all signage, map graphics and in patient literature. ƒ Provide a directory listing at every elevator bank that highlights public destinations 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
  • 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 Y O 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 Name Auditorium - Auditorium Elevators Mackenzie Hall - Mackenzie Hall Elevators Baird Hall - Baird Hall Elevators Multnomah Pavilion - Accessible Elevators Biomedical Research Building - Biomedical Research Bldg A Elevators Multnomah Pavilion - Multnomah A Elevators Biomedical Research Building - Biomedical Research Bldg B Elevators Multnomah Pavilion - Multnomah B Elevators Biomedical Information Communication Center - BICC A Elevators Multnomah Pavilion - Multnomah C Elevators Biomedical Information Communication Center - BICC B Elevators Multnomah Pavilion - Multnomah D Elevators Casey Eye Institute - Casey Eye Elevators Multnomah Pavilion - Multnomah E Elevators Child Development and Rehabilitation Center - CDRC A Elevators Physicians Pavilion - Physicians Pavilion Elevators Child Development and Rehabilitation Center -CDRC B Elevators Jones Hall for Basic Medical Sciences - CROET A Elevators Child Development and Rehabilitation Center -CDRC West Elevators Jones Hall for Basic Medical Sciences - CROET B Elevators Doernbecher Children’s Hospital - Conference Center Elevators Jones Hall for Basic Medical Sciences - Jones A Elevators Doernbecher Children’s Hospital - Doernbecher Elevators Jones Hall for Basic Medical Sciences - Jones B Elevators Doernbecher Children’s Hospital - Lobby Elevators Sam Jackson Hall - Sam Jackson A Elevators Hatfield Research Center - Emergency Elevator Sam Jackson Hall - Sam Jackson B Elevators Hatfield Research Center - Hospital C Elevators School of Dentistry - School of Dentistry Elevators Hatfield Research Center - Hospital D Elevators School of Nursing - School of Nursing Elevators Hospital - Hospital A Elevators Hospital - Hospital B Elevators Kohler Pavilion - Kohler Inpatient Elevators Kohler Pavilion - Kohler Outpatient Elevators 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 17
  • 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 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 Elevators 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 18
  • 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 Y O 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 N GOAL: Consistently incorporate symbols into the wayfinding system. EXISTING CHALLENGE: OHSU serves a diverse audience and communicating information clearly is difficult. This audience often includes visitors who have difficulty reading, speaking or understanding written English (Limited English Proficiency – LEP). Reaching out to all of the visitors in an effective manner is challenging. With a complex and sprawling campus, it can be easy to experience information overload if too much information is provided on the signage. Used properly, symbols can be a powerful device for wayfinding. ACTION ITEMS: ƒ Incorporate internationally recognized symbols into the wayfinding system consistently. ƒ Evaluate the “Universal Symbols in Health Care” as produced by Hablomos Juntos (meaning “we speak together”) and the Society for Environmental Graphic Design for use at OHSU. While this symbol set has been shown to enhance cognition and wayfinding success for both LEP and English speaking audiences, it is important that the symbols used at OHSU are relevant to your facility and fit your culture. Using symbols in conjunction with the English destination names will help improve communication. The following pages break the universal symbols into categories for your evaluation. ƒ Integrate selected symbols into print collateral, such as M a i n El e vator brochures, pre-visit letters and handheld maps. Be sure that 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 or destination 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 Restroom ƒ 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 1 segd.org/#/learning/hablamos-juntos.html 1 1 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 19
  • 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 Y I N T E R N AT I O N A L S Y M B O L S These symbols are used throughout the world and are generally recognizable, even without supporting descriptive copy. BARRIER-FREE STAIRS ELEVATOR MEN’S RESTROOM WOMEN’S RESTROOM UNISEX RESTROOM TELEPHONE TTD INFORMATION GIFT SHOP CAFETERIA These symbols are recognizable and required by code. RADIATION BIOHAZARD FIRE EXTINGUISHER DO NOT ENTER NO SMOKING 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 20
  • 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 Y U 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 The following two pages of symbols were developed as part of the SEGD and Hablamos Juntos project. The symbols below were broken out as we use these symbols more often for the destinations noted and feel they have a higher chance 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 RADIOLOGY 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 21
  • 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 U 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, to determine 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 CARDIOLOGY 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 22
  • 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 Y O 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 LY GOAL: Supplement the static signage system with electronic tools that will support the best practices for information display and update. EXISTING CHALLENGE: With a campus of this size, updates to signage require a lot of effort and tracking. One small department change 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 inconsistencies found are very confusing to the visitor. Additionally, the amount of information that could be provided to a visitor at an information site can be overwhelming when looking for their destination. ACTION ITEMS: ƒ Incorporate interactive display kiosks with search features that are capable of diagrammatically showing a recommended driving or walking rout to individual primary campus destinations. The programming for these kiosks could also provide additional information for special events or security notices. The kiosk could be piloted at certain high-traffic primary entrances before spreading to all public entrances. ƒ Incorporate smart phone solutions that use bar codes to download wayfinding mapping and information. ƒ Incorporate smart phone devices in wayfinding system. The percentage of people using smart phones is rising every year. These devices are being used for wayfinding on the streets and now can be used to find your way in interior building spaces. The wayfinding web applications use a hospital’s WIFI network to triangulate the position of the user’s smart phone. This would be similar 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
  • 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 Y O 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 M GOAL: Organize a team of personnel from various departments that are the administering body for the wayfinding program. EXISTING CHALLENGE: While there is a single point of contact for implementing signage changes, the procedure for requesting new signs or updates to existing signs is relatively unknown – as is the protocol for paying for signage requests. As such, departments have gone rogue and implemented their own work-around in the form of inconsistent permanent signage, paper mock-ups, and removal of “their” signs when relocating departments. All of this adds to visual clutter and chaos to confuse the visitor. ACTION ITEMS: ƒ Remember that a wayfinding system is a active tool that needs to be maintained in order to continue to function properly after the initial implementation. ƒ Organize a team of personnel that will be in charge of maintaining the wayfinding 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 responsibilities including: -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 solutions ƒ Coordinate monthly meetings to review and address all change requests. ƒ Create and compile the “Filter” of standards that the Wayfinding Committee will use to approve or deny requests. This filter consists of the Wayfinding Master Plan, Interior Design Master Plan, Brand Standards, etc. ƒ Regularly monitor all types of communications during the monthly meetings to ensure compliance with the wayfinding standards – this assures a single point of review 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
  • 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 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 Tech 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 25
  • 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 Y O 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 E GOAL: Create a master plan with signage standards for use at all current and future OHSU facilities. EXISTING CHALLENGE: There is no existing standard in place that creates consistency from one building to the next. As a majority of OHSU’s buildings are connected, this inconsistency can cause confusion for the visitor navigating to their destination. The OHSU campus experience offers extensive inspiration for design; historic and contemporary architecture, reserve surroundings, impressive scenery and multiple transportation options. ACTION ITEMS: ƒ Design the standards to provide signage tools to support a variety of wayfinding solutions and anticipate different needs. ƒ Design the standards to allow for limited customization to integrate signage 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 following characteristics; pushing forward, cutting edge, intelligent, brilliant, world class care, 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
  • 29. 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 OBJECTIVE 12 - LINK ALL MEDIA SOURCES GOAL: Update printed and web-based wayfinding tools to be consistent with the new terminology and wayfinding methodology as supported by the signage. EXISTING CHALLENGE: Terminology and graphics are inconsistent across media. Online searches result in a number of potentially confusing listings. ACTION ITEMS: ƒ Follow protocol to request updates to the base maps for both Google and Bing search engines. For example, the existing maps show that Doernbecher Children’s Hospital is located at Kohler Pavilion. This should be a top priority update. ƒ Develop one exterior map with various layers that can be turned on and off to provide all necessary maps for OHSU. The map should be designed as a flat map for the best representation of all roads, parking entrances and building entrances. Although the perspective map is precise and pleasing to look at, it is difficult for the patient and visitor to use. Drivers need to be comfortable with the roads and building entrances, yet on this map the road to the primary Hospital entrance, the entrance itself and parking are all hidden behind the 3-D rendering of the building. ƒ Consider the use of simple, low-tech tools such as tear sheets to augment interior circulation and wayfinding between highly traveled destinations (e.g., the main hospital information desk to Same Day Surgery in Multnomah 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
  • 30. 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 OBJECTIVE 12 - LINK ALL MEDIA SOURCES (continued) ACTION ITEMS: ƒ Develop a tool for information desks that allow volunteers to select the current location and the visitor’s destination and have a customized map print with written directions for the visitor to take with them. ƒ Provide referring physicians with updated information and 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
  • 31. 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 O 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 F GOAL: Often staff cultural norms create barriers for providing EXTERIOR STAFF EDUCATION PIECE proper direction for patients and visitors. Wayfinding changes are cultural changes in addition to physical changes. Educating staff to use the correct terminology and wayfinding routes when providing instruction to visitors is paramount to ensuring a successful wayfinding system. EXISTING CHALLENGE: Often cultural norms create barriers for prospective patients and visitors. ACTION ITEMS: ƒ Incorporate a wayfinding module into your Big Brain training system requiring compliance for all new orientations and all existing staff and volunteers. ƒ Communicate all wayfinding changes to staff and volunteers early and regularly through email, printed communications and the O-zone intranet. ƒ Provide staff, especially the patient-facing employees and volunteers, with the necessary tools to understand and speak clearly about the new wayfinding system. A “cheat sheet” 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 giving directions to the campuses, and to destinations INTERIOR STAFF EDUCATION PIECE on the campuses. This is especially important WAYFINDING CHEAT SHEET information for switchboard operators and pre- registration staff. Staff and volunteers at the information desks should also have access to these 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