There are few things more frustrating for patients and visitors than trying to navigate a large, confusing hospital campus. Providing clear wayfinding is integral to the customer experience and can positively influence patient satisfaction scores, reduce the number of missed appointments, and ease stress during what is often a trying time. Making it easier to navigate a campus can also generate positive word-of-mouth and online reviews about a facility, and improve staff efficiency by reducing the number of times they’re interrupted to provide directions.At the University of Vermont Medical Center (UVMMC), leaders were well aware that their century old, 562-bed facility is located in a maze of poorly marked buildings and parking lots. To fast-track addressing the situation, executives formed a cross-functional team consisting of user experience designers and representatives from the marketing communications and facilities departments. Team members decided to use what’s known as a “design sprint.” What is a design sprint?The design sprint methodology enables organizations to address strategic challenges in five days. It consists of the following interactive, learn-by-doing steps:
- Mapping out the problem
- Sketching potential solutions
- Deciding which of the solutions to test
- Developing a prototype of the solution
- Testing the solution in a real-life environment
Utilizing the design sprint, the UVMMC team determined that their top priority needed to be developing clear and consistent naming of hospital zones. The solution included a nature-themed concept that used terms like “mountain” and “river” to replace traditional names like “outpatient” and “inpatient.”
Yes, you can get there from here!
In the January/February 2018 issue of SHSMD's Spectrum, discover how UVMMC simplified navigation for patients and visitors.
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