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
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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.
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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 $1,031,250 Estimated annual staff cost to OHSU for
wayfinding deficiencies
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5. O R E G O N H E A LT H & S C I E N C E U N I V E R S I T Y
RESEARCH (continued)
Which of the following best describes people to whom you most What do you use as markers or identifiers when giving verbal or
often provide directions? written directions? (select all that apply)
ƒ 20.7% Other OHSU staff members ƒ 82.5% Physical places (cafeteria, gift shop, elevators, etc.)
ƒ 93.7% Patients and Visitors ƒ 54.8% Visible landmarks (structures, artwork, sculptures, etc.)
ƒ 5.2% Volunteers ƒ 38% Signage
ƒ 7.6% Job-seekers ƒ 7.6% Other
ƒ 12.5% Students
ƒ 13.6% Vendors or contract workers
ƒ 12.8% Non-English speakers
ƒ 7.4% Patients or visitors seeking accessible entry
When you or someone else needs assistance finding a location
at OHSU, which of the following do you use? (select all that
apply)
ƒ 78.6% Verbal or written instructions
ƒ 18.7% OHSU website
ƒ 9.2% Map website (e.g., Google Maps)
ƒ 34.3% OHSU information/reception desks
ƒ 31.8$ 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)
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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.
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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
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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
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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.
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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.
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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
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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.
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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.
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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.
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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
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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.
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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.
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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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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).
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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
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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.
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