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DESIGN RESEARCH METHODS & FINDINGS

Lions Gate HOSPITAL FOYER


Research user experience in LGH foyer

Inform LGH decision-makers of opportunities & trade-offs in foyer renovation project


METHODS

+ 3*4


Lions Gate Hospital - Main Floor

Pedestrian Bridge

15th Street

Parking Gym Medical Day Centre & Respiratory Care

Foundation Office

Garden Terrace

9

1

3

Security

St George’s Avenue

Cafeteria

Emergency Elevator

Chapel

4 2

5

6

7

8

Library

Admitting & Cashier Gift Shop

Health Records

Chemo

St Andrew’s Street (Handy Dart drop off)

Parking

1. Seminar A 2. Staffing Office 3. Seminar D 4. Seminar B 5. Seminar C 6. Employee Scheduling Office 7. Volunteer Resources 8. Sodexo Office

10 Patient Unit Elevator

9. Chaplain’s Office

Outpatient Rehab Activation Building >

10. Employee Engagement Information Desk Pay Parking Station Bank Machine Patient Info Phone

Corporate Office

Stairs Elevator Washrooms Coffee Shop

13th Street

Cafeteria Lounge


video 6 volunteers

6


130

130 1. What was your purpose for passing through the lobby today?

○ ○ ○ ○ ○

I work at Lions Gate I am a patient I was visiting a patient I attended an event at the hospital Other (Please specify)

Survey of Lions Gate Hospital Lobby Users We are three design students from Emily Carr University. The health authorities have invited us to come up with suggestions on how to improve user experience in the Lions Gate Hospital Lobby. This anonymous survey should take no more than 5 minutes. Thank you for your time. 1. What was your purpose for passing through the lobby today?  I work at Lions Gate  I am a patient  I was visiting a patient  I attended an event at the hospital  Other (Please specify) ____________________________________________ 2. Was it your first time in the lobby? (Yes / No) 3. How did you enter/exit the lobby? North entrance (15th Street, covered walk-way)

2. Was it your first time in the lobby? (Yes / No)

West entrance (Emergency, off St. Georges Street) East entrance (next to Evergreen House) South entrance (13th Street) I don’t remember which entrance I used

3. How did you enter/exit the lobby? ○ North entrance (15th Street, covered walk-way) ○ West entrance (Emergency, off St. Georges Street) ○ East entrance (next to Evergreen House) ○ South entrance (13th Street) ○ I don’t remember which entrance I used

5. Please select all the services you used in the lobby during your visit.  Information desk  Patient location telephone  Admissions  Cashier  Chapel or Chaplain’s office  Gift shop  Coffee shop (Mehris Cafe)  Cafeteria  Food and drink dispensers (inside cafeteria)  Candy vending machine  Bank machine  Public telephone  Courtesy telephone for taxis  Indoor pay parking vending machine  Newspaper vending machine (outside north entrance)  Temporary vendors (e.g. used book sale, jewelry kiosk)

Enter

Exit

4. Please select all the services you used in the lobby during your visit. ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○

Information desk Patient location telephone Admissions Cashier Chapel or Chaplain’s office Gift Shop Coffee shop (Mehris Cafe) Cafeteria Food and drink dispensers (inside Cafeteria) Candy vending machine Bank machine Public telephone Courtesy telephone for taxis Indoor pay parking vending machine Newspaper vending machine (outside north entrance) Temporary vendors (e.g. used book sale, jewelry kiosk)


post-it

173 63 20

2 notes

1 note

1 note

1 note

1 note

1 note

Entry is an unwelcoming, crowded, congested pinchpoint

Information Desk is hard to see from entrance

Clutter of signage

Is the schematic floor plan up-todate, legible and accurate ?

Different types of lamps create inconsistent color of light

Sanitizer, infection control

1 note

4 notes

2 notes

1 note

3 notes

1 notes

Hand washing requirement obvious and unavoidable

Hand sanititizing too close to cafe, roped off, constricted

No clear organization or control of handwashing procedures, no info staff available to help

Poor lighting

Poor wayfinding, signage confusing, unclear maps

Doors design makes it difficult to control temperature


9 from 130

9 of 130

7x

6x

5x


FINDINGS COMMERCIAL SERVICES Nature & frequency of use

WAYFINDING, LIGHTING & SIGNAGE Wayfinding problems & opportunities

FLOW, SEATING & UNIVERSAL ACCESS Seniors & persons with disabilities


Service Use Coffee shop (Mehri's cafe) Hand sanitizer dispenser Cafeteria Gift shop Information desk Temporary vendors Bank machine Patient location telephone Admissions Pay parking vending machine

Horizontal Axis = # of Respondents

All other responses

0

5

10

15

20

25

30

35

40


Cafeteria floor plan Terrace Seating Area

[West Facing Windows]

[North Facing Windows]

Prime seating near windows 15th St. Entrance

Cafeteria Seating Area

[Cement Pillars]

Dark, uninviting area behind [Ductingducting from Emergency]

Kitchen

Available: 150

Foyer

Needed: 120


20%

45%

Volunteer Patient

Customers

Use Pattern 5%

11%

24%

27% 29% Weekly Weekly

Visitor Visitor 20%

45%

First Visit First

Volunteer Volunteer Patient Patient

5% 27% 29% Weekly Monthly First Visit 39%

Monthly Monthly

Staff Staff

Daily

39%

Daily Daily

Visit


Vendors

12/130 2/173


WAYFINDING, LIGHTING & SIGNAGE Wayfinding problems & opportunities


“How did you get to your final destination?”

“On my own!”

2%

Found it on a map

90%

7%

Found it on my own

1%

Directed by the info desk staff and arrived alone Directed or accompanied by the info desk staff to destination

59 people 122 people

46

18

1 Yes

No

5

2

2

Second time

Very hard

Hard

“First time?”

OK

Esay

Very easy

“How was it?”


“How could your experience in the foyer be improved?� Better signage & wayfinding No improvement needed Hospital flow (door bottlenecks, access to elevators) Better lighting, less glare Better seating (group seating, privacy, comfort) Service flow (faster coffee service, less vendor clutter) Better ambiance More affordable services (parking, catering) Wider/different selection of products & services More volunteers All other responses

0

5

10

15

20

25


Aesthetics 2 notes Signage is small, ugly and inconsistent with VCH branding

3 notes

2 note

2 note

Tired, ugly, poor signage

Admission is hard to find

Chapel is difficult to locate

1 note Clutter of signage

16

3 notes Poor wayfinding, signage confusing, unclear maps

Function

9

5 notes Poor, unattractive signage

2 notes Does not look like the front entrance

Info Desk

2 notes

3 notes

Signage describing services on Ground Floor not in obvious location

Poor wayfinding, hard to find elevators, unclear where the stairs lead

Positioning

1 note

1 note

Someone needed after hours and weekends

Poor sightlines and non-descript shapes

1 note

1 note

If a volunteer is not at the desk, there is nobody at the reception

5

3

Info Desk is hard to see from entrance

1 note

1 note

1 note

1 note

Info Desk needs to stand out more

Info Desk removed from entrance doors, needs improved signage

What kind of information? Unclear from a distance

No focal point for direction


Lions Gate Hospital - Main Floor 15th Street

Pedestrian Bridge

Work in grey-scale

Consistent colour pallette

Parking Gym

Garden Terrace

9

hallways to simplify

Standardized icons

1

3

2

5

Security

Cafeteria St George’s Avenue

Medical Day Centre & Abstracted Respiratory Care

Foundation Office

St Andrew’s Street (Handy Dart drop off)

Parking

Direct labeling

Emergency Elevator

Chapel

4 6

7

8

Library

Admitting & Cashier Gift Shop

Health Records

Chemo

Direction orientation

1. Seminar A 2. Staffing Office 3. Seminar D 4. Seminar B 5. Seminar C 6. Employee Scheduling Office 7. Volunteer Resources 8. Sodexo Office

10 Patient Unit Elevator

9. Chaplain’s Office

Outpatient Rehab Activation Building >

10. Employee Engagement Information Desk Pay Parking Station Bank Machine Patient Info Phone

Corporate Office

Stairs Elevator Washrooms Coffee Shop

13th Street

Cafeteria Lounge

Clear/updated legend


Desired Aesthetics

20%

Community

Natural Inspirational comments regarding foyer aesthetics

Modern

36%

22%

Comfort 22%


springtime environmental

landscape

nature greenery ocean waves

flowers

information success

growth

future

brightness

technology

sunshine

possibility

new

simplicity

functional

smell of nature

bright

sunset

contemporary

natural light

modern

visible entrance

green space

blue sky thinking

wayfinding

sunrise

appropriate signage intuitive social nurturing

cultural

belonging

heritage grand soaring

orderly

neighborhood

north shore

international

expansive

community

openness

human connection

architectural

reassurance

friendly

quiet

caring

soothing warm

diverse

cheerful

peace

new beginnings pediatric ward

tranquil

celebrate

child friendly family

clarity

ambience

new life

birth

tasty fresh

cleanliness local

native

ethnic

gathering place

clean

doctors

health

uplifting

relaxed

peaceful

wellness

relief

serenity reflection

restful

love

happiness journey

hope

freedom

joy

beauty

remember

abstract

colour texture


Info Desk

Info Desk hours: 9:00 AM to 4:00 PM


Flags? Screen? Good Location

Interesting Shape

Integrate signs with structure


Health Information

Library access ? Wifi ?


FLOW, SEATING & UNIVERSAL ACCESS Seniors & persons with disabilities


Age of Users

15-24

25-34

35-44

45-54

55-64

27.4% of foyer users

55-64

65-74

75-84

85-94 0

5

10

15

20

25

30

35


Entrance Use 15th Street = 13th Street 340 people from 11:30 to 12:00

After work visitors


Transit Access

250m


15th Street Entrance


Bottleneck


15th Street entrance

Person transiting

Hand sanitizing corral

Mehri’s Place Cash register

Seated at high tables Waiting at point of sale

Congestion in hand sanitizing corral

Hand sanitizing

Cafeteria

Coffee shop line-up View from door to info desk blocked by coffee shop line-up


Seating


“Select all the places you sat down in the foyer during your visit� I sat in the cafeteria In the garden outside the cafeteria On a tall chair at Mehri's Cafe On the carpeted ledge around the information desk On the chairs near the LGH foundation office On the bench outside the north entrance I did not sit in the lobby Other

0

20

40

60

80

100


East Entrance


Pick-up & drop-off zone Wheelchair ramp Concrete ledges

Manual door

Intuitive path from ramp leads wheelchair users to wrong door

Indoor hallway seat-

Outside pick-up Outdoor drop off areazone cannot bebe seen from from cannot seen indoor seating areas indoor seating Automatic door

Large seating area

Chemotherapy clinic

Only outside bench has no rain cover


RECOMMENDATIONS

1. Move Cafe

6. Overhaul signage

2. Reallocate Cafeteria space

7. Improve pick-up/drop-off zones

3. Reconfigure Gift Shop

8. Create cold-air buffer

4. Modernize Information Desk

9. Improve hygiene

5. Simplify visual environment

10. Emphasize Universal Design


Improve hygiene

Simplify visual environment

Move Cafe Pick-up/drop-off

Cold-air buffer Overhaul signage

Reconfigure Gift Shop Cafeteria space

Modernize Information Desk


Improve hygiene

Move Cafe Simplify visual environment

Pick-up/drop-off

Cold-air buffer

Overhaul signage

Reconfigure Gift Shop

Modernize Information Desk

Cafeteria space


Lions Gate Hospital Wendy Hansson Karin Olson Judy Savage Sarie Peters Clive Camm Jeff Derbyshire Sian Hoe Cheung Andres Rebane Mary Conroid Brenda Bailey Vern Guimond Angelina Goh John Flipse Art Distasio

– – – – – – – – – – – – – –

LGH CEO LGH Acute Services LGH Foundation LGH Volunteer Resources LGH Communications LGH Library Services LGH Support Services LGH Pastral Care LGH Admin LGH Senior CNS LGH Gym LGH Gift Shop Supervisor Sodexo Foods Services Cornerstone Signage & Design

Vancouver Coastal Health Janet Gasper – Lucie McNeil –

VCH Capital Projects VCH Community Engagement

IBI Tony Gill Chiharu Matsunaga

IBI Architect IBI Architect

– –

Emily Carr University Irene Schmid Jesse Mah Jesi Carson Solveig Johannessen Rob Inkster Bobbi Kozinuk Deborah Shackleton Eugenia Bertulis Tara Robertson

– – – – – – – – –

ECUAD, ID Student Team Leader ECUAD, ID Student ECUAD, ID Student ECUAD, ID Student ECUAD, Industry Liaison ECUAD, WIP Lab Tech. ECUAD, Associate Professor ECUAD, Associate Professor ECUAD Librarian

Volunteer Participants Breanne Specht Zarina Sajoo Barbara Greenlaw Effat Mirnia David Metcalf Irma Molina

– – – – – –

LGH Volunteer LGH Volunteer LGH Volunteer LGH Volunteer LGH Volunteer LGH Volunteer

Other Supporters Christopher Nock George Venini Brian Wong Anita Weisbrod

– – – –

FMO, NS&STS LMFM LMFM Health Shared Services BC

Thank you


Lions Gate Hospital Foyer Project