DESIGN RESEARCHMETHODS & FINDINGS

LIONS GATE HOSPITAL FOYER

Research user experience inLGH foyer

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

METHODS

+3 * 4

OutpatientRehab

Activation Building >

Lions Gate Hospital - Main Floor

3

4

Corporate Office

Cafeteria

Garden Terrace

ChapelSecu

rity

ParkingParking

Emergency Elevator

Patient UnitElevator

Admitting& Cashier

Gift Shop

FoundationOffice

Gym

Medical Day Centre &

Respiratory Care

8765

9

10

1

2

Library

Chemo

Pede

stria

n Br

idge

13th Street

15th Street

St A

ndre

w’s

Stre

et (

Han

dy D

art

drop

off)

St G

eorg

e’s

Ave

nue

Health Records

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

9. Chaplain’s Office

10. Employee Engagement

Information Desk

Pay Parking Station

Bank Machine

Patient Info Phone

Stairs

Elevator

Washrooms

Coffee Shop

Cafeteria

Lounge

video

6 volunteers 6

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? Enter Exit

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)

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)

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)

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) ○ 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

130 130

Entry is an unwel-coming, crowded, congested pinch-point

2 notes

Information Desk is hard to see from entrance

1 note

Different types of lamps create inconsistent color of light

1 note

Sanitizer, infection control

1 noteClutter of signage

1 note

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

1 note

Hand washing requirement obvious and unavoidable

1 note

No clear organi-zation or control of handwashing procedures, no info staff available to help

2 notes

Poor lighting

1 note

Hand sanititiz-ing too close to cafe, roped off, constricted

4 notesPoor wayfinding, signage confus-ing, unclear maps

3 notesDoors design makes it dif-ficult to control temperature

1 notes

post-it 17363 20

5x7x 6x

9 from 130

9 of130

COMMERCIAL SERVICES Nature & frequency of use

WAYFINDING, LIGHTING & SIGNAGE Wayfinding problems & opportunities

FLOW, SEATING & UNIVERSAL ACCESS Seniors & persons with disabilities

FINDINGS

0 5 10 15 20 25 30 35 40

All other responses

Pay parking vending machine

Admissions

Patient location telephone

Bank machine

Temporary vendors

Information desk

Gift shop

Cafeteria

Hand sanitizer dispenser

Coffee shop (Mehri's cafe)

Horizontal Axis = # of Respondents

Service Use

Cafeteria floor plan

Available: 150 Needed: 120

Terrace Seating Area

Foyer

15th St.Entrance

Cafeteria Seating Area

[Ducting from Emergency]

Kitchen

[North Facing Windows]

[CementPillars]

[Wes

t Fac

ing

Win

dow

s]Prime seating near windows

Dark, uninviting area behind ducting

5%

29%

45%

11%24%

20%

Daily

Weekly

Monthly

First Visit

27%

39%

Patient

Visitor

Staff

Volunteer

5%

29%

45%

11%24%

20%

Daily

Weekly

Monthly

First Visit

27%

39%

Patient

Visitor

Staff

Volunteer

Customers Use Pattern

VisitorStaffVolunteerPatient

WeeklyMonthlyFirst VisitDaily

Vendors 12/130

2/173

WAYFINDING, LIGHTING & SIGNAGE Wayfinding problems & opportunities

“How did you get to your final destination?”

90% 7%

2%

1%

Directed by the info desk staff and arrived alone

Directed or accompanied by the info desk staff to destination

Found it on a map

Found it on my own

Yes No

122 people46

18

22

59 people

Second time

5 1

Very hard

Hard OK Esay Veryeasy

“On my own!”

“First time?” “How was it?”

0 5 10 15 20 25

All other responses

More volunteers

Wider/different selection of products & services

More affordable services (parking, catering)

Better ambiance

Service flow (faster coffee service, less vendor clutter)

Better seating (group seating, privacy, comfort)

Better lighting, less glare

Hospital flow (door bottlenecks, access to elevators)

No improvement needed

Better signage & wayfinding

“How could your experience in the foyer be improved?”

Chapel is difficult to locate

2 note

Signage describ-ing services on Ground Floor not in obvious location

2 notes

Admission is hard to find

2 note

Poor wayfinding, hard to find el-evators, unclear where the stairs lead

3 notes

Poor sightlines and non-descript shapes

1 note

What kind of information? Unclear from a distance

1 note

No focal point for direction

1 note

Someone need-ed after hours and weekends

1 note

Info Desk needs to stand out more

1 note

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

1 note

Info Desk removed from entrance doors, needs improved signage

1 note

Info Desk is hard to see from entrance

1 note

Tired, ugly, poor signage

3 notes

Signage is small, ugly and incon-sistent with VCH branding

2 notes

Clutter of signage

1 note

Poor wayfinding, signage confus-ing, unclear maps

3 notes

Poor, unattractive signage

5 notes

Does not look like the front entrance

2 notes

Aesthetics

16

Function

Info Desk Positioning

9

5 3

OutpatientRehab

Activation Building >

Lions Gate Hospital - Main Floor

3

4

Corporate Office

Cafeteria

Garden Terrace

ChapelSecu

rity

ParkingParking

Emergency Elevator

Patient UnitElevator

Admitting& Cashier

Gift Shop

FoundationOffice

Gym

Medical Day Centre &

Respiratory Care

8765

9

10

1

2

Library

Chemo

Pede

stria

n Br

idge

13th Street

15th Street

St A

ndre

w’s

Stre

et (

Han

dy D

art

drop

off)

St G

eorg

e’s A

venu

e

Health Records

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

9. Chaplain’s Office

10. Employee Engagement

Information Desk

Pay Parking Station

Bank Machine

Patient Info Phone

Stairs

Elevator

Washrooms

Coffee Shop

Cafeteria

Lounge

Work in grey-scale

Direction orientation

Clear/updated legend

Direct labeling

Consistent colour palletteStandardized icons

Abstracted hallways to simplify

36%

20%

22%

22%

50%

15%

16%

19%

Inspirational comments regarding foyer

aesthetics

Community

ComfortModern

Natural

Desired Aesthetics

hopelove

joy

freedom beauty

journey

happiness

remember

celebrate

family

child friendlynew beginnings

new life

birth

pediatric ward

clarity

clean

fresh

orderly

cleanliness

warmambience

quiet

tasty

tranquil

soothing

serenityreflection

relief

opennessexpansive

grand

soaring

architectural

modern

contemporarysimplicity

new

functionalvisible entrance

wayfinding

appropriate signage

intuitive

healthwellness

doctorsrelaxed

restfulpeaceful

cheerful

upliftingpeace

community

nurturing

belonging

caring

neighborhoodnorth shore

heritage

cultural

local

native

reassurance

social

friendly

gathering place

human connection

diverse

ethnic

international

brightnatural light

sunshine

sunrise

blue sky thinking

sunset

brightness

colourtexture

abstract

technologyfuture

information

possibility

success

naturegreenery

smell of nature

environmentallandscape

green space

flowers

springtime

ocean waves

growth

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

Info Desk

Integrate signs with structure

Screen?

Flags?

InterestingShape

Good Location

Health Information

Library access ?Wifi ?

FLOW, SEATING & UNIVERSAL ACCESS Seniors & persons with disabilities

Age of Users

0 5 10 15 20 25 30 35

85-94

75-84

65-74

55-64

45-54

35-44

25-34

15-24

27.4% of foyer users

55-64

340 people from 11:30 to 12:00

15th Street = 13th Street

After work visitors

Entrance Use

250m

Transit Access

15th Street Entrance

Bottleneck

Person transitingSeated at high tablesWaiting at point of saleHand sanitizing

View from door to info desk blocked by cof-fee shop line-up

Congestion in hand sanitizing corral

Mehri’s Place

15th Streetentrance

Hand sanitizing corral

Cash register

Coffee shop line-up

Cafeteria

Seating

0 20 40 60 80 100Other

I did not sit in the lobby

On the bench outside the north entrance

On the chairs near the LGH foundation office

On the carpeted ledge around the information desk

On a tall chair at Mehri's Cafe

In the garden outside the cafeteria

I sat in the cafeteria

“Select all the places you sat down in the foyer during your visit”

East Entrance

Pick-up & drop-off zone

Indoor hallway seat-

Large seating area

Outdoor drop off area cannot be seen from indoor seating areas

Wheelchair ramp

Intuitive path from ramp leads wheelchair users to wrong door

Only outside bench has no rain cover

Manual door

Outside pick-up zone cannot be seen from indoor seating

Chemotherapy clinic

Automatic door

Concrete ledges

1. Move Cafe

2. Reallocate Cafeteria space

3. Reconfigure Gift Shop

4. Modernize Information Desk

5. Simplify visual environment

6. Overhaul signage

7. Improve pick-up/drop-off zones

8. Create cold-air buffer

9. Improve hygiene

10. Emphasize Universal Design

RECOMMENDATIONS

Overhaul signage

Improve hygiene

Simplify visual environment

Modernize Information Desk

Pick-up/drop-off

Reconfigure Gift Shop

Move Cafe

Cafeteria space

Cold-air buffer

Overhaul signage

Improve hygiene

Simplify visual environment

Modernize Information Desk

Pick-up/drop-off

Reconfigure Gift Shop

Move Cafe

Cafeteria space

Cold-air buffer

Thank you

Lions Gate HospitalWendy Hansson – LGH CEOKarin Olson – LGH Acute ServicesJudy Savage – LGH Foundation Sarie Peters – LGH Volunteer ResourcesClive Camm – LGH Communications Jeff Derbyshire – LGH Library Services Sian Hoe Cheung – LGH Support Services Andres Rebane – LGH Pastral CareMary Conroid – LGH AdminBrenda Bailey – LGH Senior CNS Vern Guimond – LGH Gym Angelina Goh – LGH Gift Shop SupervisorJohn Flipse – Sodexo Foods Services Art Distasio – Cornerstone Signage & Design

Vancouver Coastal HealthJanet Gasper – VCH Capital ProjectsLucie McNeil – VCH Community Engagement

IBITony Gill – IBI ArchitectChiharu Matsunaga – IBI Architect

Emily Carr UniversityIrene Schmid – ECUAD, ID Student Team LeaderJesse Mah – ECUAD, ID StudentJesi Carson – ECUAD, ID StudentSolveig Johannessen – ECUAD, ID StudentRob Inkster – ECUAD, Industry Liaison Bobbi Kozinuk – ECUAD, WIP Lab Tech.Deborah Shackleton – ECUAD, Associate ProfessorEugenia Bertulis – ECUAD, Associate ProfessorTara Robertson – ECUAD Librarian

Volunteer ParticipantsBreanne Specht – LGH VolunteerZarina Sajoo – LGH VolunteerBarbara Greenlaw – LGH VolunteerEffat Mirnia – LGH VolunteerDavid Metcalf – LGH VolunteerIrma Molina – LGH Volunteer

Other SupportersChristopher Nock – FMO, NS&STS George Venini – LMFMBrian Wong – LMFMAnita Weisbrod – Health Shared Services BC