Wayfinding Research for a Health Clinic
Nomat conducted wayfinding research for cohealth to make sure the physical environment of the clinic improved accessibility and aligned with cohealth’s brand values.
Wayfinding Research for a Health Clinic
Nomat conducted wayfinding research for cohealth to make sure the physical environment of the clinic improved accessibility and aligned with cohealth’s brand values.
Wayfinding Research for a Health Clinic
Nomat conducted wayfinding research for cohealth to make sure the physical environment of the clinic improved accessibility and aligned with cohealth’s brand values.
Background
cohealth, a community health organisation, had engaged an architect to update the interior of their health clinics. The objective of the renovation was to make sure the physical environment of the clinic improved accessibility and aligned with cohealth’s brand values by providing a welcoming and calming experience for clients. Wayfinding research formed a key ingredient in the process.
Nomat was approached to undertake research that investigated how people used the existing physical spaces with a focus on wayfinding. The insights about the spaces would inform design work by architects for the upcoming renovation.
Our goal was to provide a report that formed part of the brief for the architects to ensure the new interiors included effective wayfinding and addressed any existing issues. The work would then be applied across cohealth clinics around Melbourne.
Background
cohealth, a community health organisation, had engaged an architect to update the interior of their health clinics. The objective of the renovation was to make sure the physical environment of the clinic improved accessibility and aligned with cohealth’s brand values by providing a welcoming and calming experience for clients. Wayfinding research formed a key ingredient in the process.
Nomat was approached to undertake research that investigated how people used the existing physical spaces with a focus on wayfinding. The insights about the spaces would inform design work by architects for the upcoming renovation.
Our goal was to provide a report that formed part of the brief for the architects to ensure the new interiors included effective wayfinding and addressed any existing issues. The work would then be applied across cohealth clinics around Melbourne.
Background
cohealth, a community health organisation, had engaged an architect to update the interior of their health clinics. The objective of the renovation was to make sure the physical environment of the clinic improved accessibility and aligned with cohealth’s brand values by providing a welcoming and calming experience for clients. Wayfinding research formed a key ingredient in the process.
Nomat was approached to undertake research that investigated how people used the existing physical spaces with a focus on wayfinding. The insights about the spaces would inform design work by architects for the upcoming renovation.
Our goal was to provide a report that formed part of the brief for the architects to ensure the new interiors included effective wayfinding and addressed any existing issues. The work would then be applied across cohealth clinics around Melbourne.
What we did
Nomat applied our human-centred design (HCD) process to execute the project. In order to effectively understand the problem, Nomat spent time learning how different people used the existing space.
What we did
Nomat applied our human-centred design (HCD) process to execute the project. In order to effectively understand the problem, Nomat spent time learning how different people used the existing space.
What we did
Nomat applied our human-centred design (HCD) process to execute the project. In order to effectively understand the problem, Nomat spent time learning how different people used the existing space.
Interviews and discussion
We first conducted interviews and discussions to discover the different ways people used the space. This included talking to key stakeholders who used the space regularly, such as medical professionals and administrative staff. These interviews were central to uncovering insights into how the space was utilised. The staff had already identified pain points and challenges regarding wayfinding when it came to their experience in the workplace.
Observations of people using the space
Next, Nomat researchers spent time on-site at the health clinic to directly observe the physical space. This allowed us to understand how the space was used by patients and to also identify how existing wayfinding signage was being used. We observed the flow of people into the clinic, and saw how people moved around the space from the reception desk to the waiting room. Observations led to an understanding of where opportunities existed to introduce new wayfinding signage. The observations of the space took into account how patients accessed the building from multiple street frontages and how they located services once they were inside the building. Observations were made around how communal spaces were used, how patients interacted with reception, and whether the current signage was noticed. We also observed how staff moved between administrative areas to treatment spaces.
Interviews and discussion
We first conducted interviews and discussions to discover the different ways people used the space. This included talking to key stakeholders who used the space regularly, such as medical professionals and administrative staff. These interviews were central to uncovering insights into how the space was utilised. The staff had already identified pain points and challenges regarding wayfinding when it came to their experience in the workplace.
Observations of people using the space
Next, Nomat researchers spent time on-site at the health clinic to directly observe the physical space. This allowed us to understand how the space was used by patients and to also identify how existing wayfinding signage was being used. We observed the flow of people into the clinic, and saw how people moved around the space from the reception desk to the waiting room. Observations led to an understanding of where opportunities existed to introduce new wayfinding signage. The observations of the space took into account how patients accessed the building from multiple street frontages and how they located services once they were inside the building. Observations were made around how communal spaces were used, how patients interacted with reception, and whether the current signage was noticed. We also observed how staff moved between administrative areas to treatment spaces.
Interviews and discussion
The first round of research was lab-based moderated usability testing using a prototype. The prototype was evaluated from the perspective of both a supporter making a donation and a volunteer operating the device, which identified enhancements that could be made to the interface.Initial testing results were benchmarked against industry metrics such as the System Usability Scale (SUS), Net Promoter Score (NPS) and Single Ease Question (SEQ) to enable future improvements to be consistently measured. Task completion rates and observed behaviour were used to evaluate usability.
Observations of people using the space
Lab-based testing was followed by contextual research, where charity volunteers used the BladePay™ device to take donations from the public in the Melbourne CBD.
By observing public interaction with the device in context, we were able to understand acceptance of the broader concept of donating with a card ‘in the wild’.
Insights - no clear system or process for managing printed health information
Another insight uncovered through interviews was that there was not a clear system or process for managing printed health information and posters on the waiting room walls. This discovery, which seemed minor at first, was identified as potentially having a large impact on the overall atmosphere and feeling in the waiting area. An opportunity to make the clinic feel welcoming and calm in the future could be a new process for managing health posters and printed communication.
The report also included a number of specific design recommendations related to the positioning and layout of wayfinding signage. This included how to optimise signage to clarify how to access the building from the neighbourhood, key signage needed to support clients locate spaces within the clinic itself, as well as the need for spaces where temporary messaging could be placed.
Insights - no clear system or process for managing printed health information
Another insight uncovered through interviews was that there was not a clear system or process for managing printed health information and posters on the waiting room walls. This discovery, which seemed minor at first, was identified as potentially having a large impact on the overall atmosphere and feeling in the waiting area. An opportunity to make the clinic feel welcoming and calm in the future could be a new process for managing health posters and printed communication.
The report also included a number of specific design recommendations related to the positioning and layout of wayfinding signage. This included how to optimise signage to clarify how to access the building from the neighbourhood, key signage needed to support clients locate spaces within the clinic itself, as well as the need for spaces where temporary messaging could be placed.
Insights - no clear system or process for managing printed health information
Another insight uncovered through interviews was that there was not a clear system or process for managing printed health information and posters on the waiting room walls. This discovery, which seemed minor at first, was identified as potentially having a large impact on the overall atmosphere and feeling in the waiting area. An opportunity to make the clinic feel welcoming and calm in the future could be a new process for managing health posters and printed communication.
The report also included a number of specific design recommendations related to the positioning and layout of wayfinding signage. This included how to optimise signage to clarify how to access the building from the neighbourhood, key signage needed to support clients locate spaces within the clinic itself, as well as the need for spaces where temporary messaging could be placed.
Insights - assumed cultural norms
The research revealed a number of insights which were compiled into a report for the architects.
One key aspect that the research highlighted was that there are a number of assumed cultural norms and expected behavioural patterns for a health clinic that are not expressly communicated. For example, it was discovered that not all clients would approach the front desk to announce their arrival, instead some would sit in the waiting area. Others would bypass the waiting room altogether to visit the office of a health practitioner that they had already met and whom they trust. This insight underscored the importance of ensuring the front reception desk was a focal point for welcoming clients and included clear messaging that set expectations about what to do on arrival. This was an important finding to communicate to the architect as cohealth services are used by a diverse group of people including people from a range of different cultural backgrounds.
Insights - assumed cultural norms
The research revealed a number of insights which were compiled into a report for the architects.
One key aspect that the research highlighted was that there are a number of assumed cultural norms and expected behavioural patterns for a health clinic that are not expressly communicated. For example, it was discovered that not all clients would approach the front desk to announce their arrival, instead some would sit in the waiting area. Others would bypass the waiting room altogether to visit the office of a health practitioner that they had already met and whom they trust. This insight underscored the importance of ensuring the front reception desk was a focal point for welcoming clients and included clear messaging that set expectations about what to do on arrival. This was an important finding to communicate to the architect as cohealth services are used by a diverse group of people including people from a range of different cultural backgrounds.
Insights - assumed cultural norms
The research revealed a number of insights which were compiled into a report for the architects.
One key aspect that the research highlighted was that there are a number of assumed cultural norms and expected behavioural patterns for a health clinic that are not expressly communicated. For example, it was discovered that not all clients would approach the front desk to announce their arrival, instead some would sit in the waiting area. Others would bypass the waiting room altogether to visit the office of a health practitioner that they had already met and whom they trust. This insight underscored the importance of ensuring the front reception desk was a focal point for welcoming clients and included clear messaging that set expectations about what to do on arrival. This was an important finding to communicate to the architect as cohealth services are used by a diverse group of people including people from a range of different cultural backgrounds.
Outcome
The work was well received by the internal cohealth facilities team and the project architect team, with the recommendations being incorporated into the final design. The wayfinding research supported both the architects and the overall business in creating a customer-centred space.
“We found that Nomat’s human-centred research was an absolute essential first step for us to recreate a welcoming and calm health clinic for our clients. Their grounding and thorough research, and clear supporting documentation will remove existing pain points and deliver a smooth future client experience. Nomat researchers were a delight for us and our clients. They were warm, respectful and quick to absorb the complexities of a large health organisation and our clients’ complex needs. Clearly Nomat have an infectious love of human centred design and behaviours. They asked all the right questions, and more! ”
Sara Norbury, Marketing Manager, Cohealth
Outcome
The work was well received by the internal cohealth facilities team and the project architect team, with the recommendations being incorporated into the final design. The wayfinding research supported both the architects and the overall business in creating a customer-centred space.
“We found that Nomat’s human-centred research was an absolute essential first step for us to recreate a welcoming and calm health clinic for our clients. Their grounding and thorough research, and clear supporting documentation will remove existing pain points and deliver a smooth future client experience. Nomat researchers were a delight for us and our clients. They were warm, respectful and quick to absorb the complexities of a large health organisation and our clients’ complex needs. Clearly Nomat have an infectious love of human centred design and behaviours. They asked all the right questions, and more! ”
Sara Norbury, Marketing Manager, Cohealth
Outcome
The work was well received by the internal cohealth facilities team and the project architect team, with the recommendations being incorporated into the final design. The wayfinding research supported both the architects and the overall business in creating a customer-centred space.
“We found that Nomat’s human-centred research was an absolute essential first step for us to recreate a welcoming and calm health clinic for our clients. Their grounding and thorough research, and clear supporting documentation will remove existing pain points and deliver a smooth future client experience. Nomat researchers were a delight for us and our clients. They were warm, respectful and quick to absorb the complexities of a large health organisation and our clients’ complex needs. Clearly Nomat have an infectious love of human centred design and behaviours. They asked all the right questions, and more! ”
Sara Norbury, Marketing Manager, Cohealth
Interested to know more? Let’s Talk.
Interested to know more? Let’s Talk.
Interested to know more?
Let’s Talk.