No abstract

This project explores how a design-led approach can be used to improve health seekers' wayfinding experiences within a public hospital. It questions how communication design might support and empower wayfinding health seekers. Whilst addressing physical wellness, hospitals often overlook the high levels of stress, anxiety and uncertainty that come with this particular environment. Currently within healthcare, there is an institutional shift toward providing patientcentred care, so that the patient's voice can be heard in the process of designing services and solutions. The vulnerabilities of health seekers within healthcare contexts mean that there is a greater need for meaningful communication. A Children's Outpatient Department was used as an environment to explore the challenges that people face when negotiating complex environments when the attention is focused on their own, or their family's healthcare journeys. By constraining the research initially to a specific location, full-scale in-situ prototypes were able to be installed to enhance engagement with design research and help generate deeper insights around wayfinding contexts. Thus a holistic approach to outpatient wayfinding was able to be developed, that emphasised the broader healthcare experience of the individual, and demonstrated how a design solution may support and guide this journey. Rather than investigating the environment in isolation, there was a consideration of multiple channels of wayfinding communication. These channels are crucial to prepare and support wayfinding at different stages within a journey. Wayfinding solutions should aim to empower health seekers by communicating information in ways that enable confidence and informed decision-making. The designed wayfinding solutions demonstrate the importance of cohesive and staggered information that reflects the health-seeking journey. Throughout the development and testing of these solutions, there was an S2551 EDEN JAYNE SHORT, STEPHEN REAY, PETER GILDERDALE emergent need to emphasis the supporter role (parents and caregivers) when health seeking in a children's outpatient environment due to the complexity of wayfinding tasks. Stakeholder relationships were critically important in undertaking this design-led research and testing the feasibility of designed solutions. Through probes, prototyping and project collaboration, the designs produced were able to respond to real problems, to test assumptions and validate the need for change in ongoing wayfinding projects within hospital environments.