Effective wayfinding adaptation in an older National Health Service hospital in the United Kingdom: insights from mobile eye-tracking

Abstract

Abstract This case study presents a multi-phase evaluation of wayfinding difficulties in an older hospital in the UK. The first three phases made use of conventional methods for exploring wayfinding difficulties. These included a questionnaire survey for patients, a wayfinding task followed by interviews, and a questionnaire survey for stakeholders. These exercises indicated that there was a problem with wayfinding which was primarily addressed by patients and visitors asking members of staff for directions. However, the exercises provided little in the way of specific recommendations for improving wayfinding. The fourth phase of the research used mobile eye-tracking combined with a wayfinding task and interviews to explore where visitors looked for information, what signs attracted attention, and for how long. As a result of this exercise specific recommendations were made on sign placement, use of colour, and associated issues. The final phase of the research repeated the eye-tracking exercise after the recommendations were implemented. Shorter journey times and positive comments in the interviews following this exercise indicated that the modifications were effective in improving the wayfinding experience. Mobile eye-tracking appears to have potential for helping to design effective wayfinding systems in large healthcare facilities.