Watch how humans respond

feed it back into the design

Measuring success

Post installation evaluation should be undertaken to assess the efficiency the overall wayfinding system under regular and peak load conditions. Evaluation must include user feedback as well as empirical data. Obtaining this data can be part of regular operations through:

• Visitor satisfaction surveys

• Staff surveys and

• Targeted intercept surveys of visitors

Observable patterns of behaviour can be noted and their frequency tallied. Problems that occur rarely are much different than those recurring every day. From this priorities can be set.

Evaluation criteria typically includes items such as:

• Message clarity

• Coordination of information

• Adequate information at decision points

• Adequate lighting

• Legibility

• Accuracy of information

• Reliability of information

Incident reporting as a model for wayfinding feedback

To learn from incidents, it is important that all incidents and near incidents are reported. 

• Ensure a safe & open reporting culture

• Make it clear why incidents need to be reported. Each incident is a learning opportunity & an opportunity to improve safety in the workplace

• Make reporting quick & easy with an online form that is accessible via desktop and mobile devices

• Ensure that only those questions are asked that are required for the initial registration & analysis.

• Show what happens after a report has been made, what the follow-up actions are, who is involved & what is expected of the notifying person

• Ensure feedback of the results to the notifying person & the rest of the department. When people see that a report is actually addressed, the willingness to report will increase. Also show when an improvement action is scheduled based on the incident

• Involve employees by requesting further information & having them contribute ideas for improvement actions & the assessment thereof.

Systemic Issues to look for

• Limitations and costs (both real and hidden costs, for example time lost) associated with the wayfinding system.

• Gaps between the current system and best practice standards.

• Evidence of negative impact on visitor experience.

• Best practice case studies.

• Expected benefits of proposed solution.

• Expected resources required to implement the solution.

Sign Information issues to look for

• Incomplete information on signs

• Multiple names for same location

• Missing signs, not visible, or poorly positioned

• Incomplete information – maps directories

• Lack of clarity due to design

• Poor use of colour coding

• Misleading information

Sign Defects

Similar to the factory inspection Defects Inspection focusses on the sign objects condition with the added inclusion of installation and site reparations.

• Sign fabrication

• Machine finishing

• Graphic content

• Colour and graphics quality

• Installation location

• Footings, fixing and mounting

• Damage

• Reparations