Solution

We explored various environmental, physical and emotional touchpoints in the system and isolated challenges contributing to wayfinding obstacles. Areas for further growth and opportunity were identified, and we proposed actionable design solutions to improve patient and caregiver experience.

Based on research, we proposed both short-term (adding clocks in high-traffic areas) and long-term (installing a virtual concierge desk) solutions to help alleviate anxiety experienced by visitors and provide general wayfinding support capable of enhancing the overall experience. By applying empathy and adopting a patient-centric approach, PIVOT was able to supply a range of viable options and measures to benefit all stakeholders in the NYGH system.