A User-Centered Evaluation of Wayfinding in Outpatient Units of Public Hospitals in Malaysia: UMMC as a Case Study

Abstract

The difficulty of finding one’s way in a complex structure has been a long-standing issue of many buildings with highly institutionalized functions. This has been especially observed in hospital buildings as an issue that can cause various adverse outcomes for both the institution and the user. Therefore, regular evaluation of the existing wayfinding system and its efficacy is needed. This study aimed to evaluate the wayfinding system efficacy in an outpatient unit of a Malaysian public hospital in order to provide information that could help guide future upgrade initiatives for existing healthcare facilities’ wayfinding systems. This study employed a user survey questionnaire to evaluate the wayfinding system currently in use and investigate users’ needs for a better wayfinding system. The statistical analysis of the gathered data indicated a higher than average level of dissatisfaction regarding the existing wayfinding system. The findings of the study suggest the need for an upgrade in the physical environment. Furthermore, the results of this study suggest the need to devise a set of guidelines to be employed when designing wayfinding systems in Malaysia’s public hospitals.