MediNav Kiosk

Interactive Digital Navigation

In healthcare environments, clear navigation is critical for both patient care and operational efficiency. Research revealed that 70% of hospital visitors missed existing wayfinding kiosks and staff spent up to 40% of their time giving directions.

We redesigned the MediNav Kiosk - replacing a text-heavy interface with an intuitive, map-centered experience. Resulting in a significant reduction in navigation confusion and an estimated $3.5M annual savings in recovered efficiency.

Company

Connexient

(Everbridge)

Objective

To help diverse hospital visitors navigate confidently while reducing operational inefficiencies and improving patient outcomes.

My Role

Product Designer responsible for UX research, ideation, wireframing, prototyping, testing & design QA

Timeline

May - Aug 2016

May -

Aug 2016

Problem

Hospital navigation is a critical yet often overlooked aspect of patient care that impacts both patient experience and hospital operations. Our research revealed that existing wayfinding solutions had several key issues:

Invisible Technology: Despite significant investment in digital wayfinding kiosks, 70% of visitors walked past without engaging. The text-heavy, notification-style interface failed to communicate its interactive purpose, essentially rendering the technology invisible to those who needed it most. This was particularly problematic for elderly patients and non-native English speakers who needed navigation assistance the most.
Staff Burden: Without effective self-service navigation options, hospital staff spent significant time providing directions, pulling them away from critical care duties. Information desk personnel reported spending up to 40% of their time giving directions.
Appointment Delays: Navigation confusion led to missed or late appointments, creating a cascade of scheduling disruptions. This not only impacted patient care but also resulted in significant revenue loss—approximately $10M annually for a typical US hospital.
Stress and Anxiety: First-time visitors, particularly those dealing with health concerns, reported high levels of stress when trying to navigate complex hospital layouts. This anxiety was amplified when they couldn't find their destination quickly or had to ask multiple people for directions.

Limited Accessibility: The mobile-only approach excluded elderly patients and visitors who were less comfortable with technology or reluctant to download an app for one-time use.
Staff Burden: Without effective self-service navigation options, hospital staff spent significant time providing directions, pulling them away from critical care duties. Information desk personnel reported spending up to 40% of their time giving directions.
Appointment Delays: Navigation confusion led to missed or late appointments, creating a cascade of scheduling disruptions. This not only impacted patient care but also resulted in significant revenue loss—approximately $10M annually for a typical US hospital.
Stress and Anxiety: First-time visitors, particularly those dealing with health concerns, reported high levels of stress when trying to navigate complex hospital layouts. This anxiety was amplified when they couldn't find their destination quickly or had to ask multiple people for directions.

Limited Accessibility: The mobile-only approach excluded elderly patients and visitors who were less comfortable with technology or reluctant to download an app for one-time use.
Staff Burden: Without effective self-service navigation options, hospital staff spent significant time providing directions, pulling them away from critical care duties. Information desk personnel reported spending up to 40% of their time giving directions.
Appointment Delays: Navigation confusion led to missed or late appointments, creating a cascade of scheduling disruptions. This not only impacted patient care but also resulted in significant revenue loss—approximately $10M annually for a typical US hospital.
Stress and Anxiety: First-time visitors, particularly those dealing with health concerns, reported high levels of stress when trying to navigate complex hospital layouts. This anxiety was amplified when they couldn't find their destination quickly or had to ask multiple people for directions.

Research & Discovery

Our research approach prioritized understanding diverse user needs and accessibility challenges in hospital navigation:

On-site Observations

Tracked 200+ visitor interactions with existing kiosks.
Documented common navigation patterns and pain points.
Observed that 70% of visitors initially walked past kiosks, not recognizing them as interactive.
Noted elderly visitors struggling with text-heavy interfaces.

User Interviews (40 participants)
Mix of patients, visitors, and staff across age groups (18-75+).
Special focus on users with mobility challenges and visual impairments.
Included non-native English speakers and first-time visitors.
Interviewed hospital staff about common navigation questions.

Usability Testing
Conducted 15 task-based sessions with existing interface.
Tested with users of varying technical proficiency.
Recorded task completion rates and user frustration points.

Accessibility Audit
Evaluated contrast ratios and text legibility.
Assessed touch target sizes and spacing.

Our research approach prioritized understanding diverse user needs and accessibility challenges in hospital navigation:

On-site Observations

Tracked 200+ visitor interactions with existing kiosks.
Documented common navigation patterns and pain points.
Observed that 70% of visitors initially walked past kiosks, not recognizing them as interactive.
Noted elderly visitors struggling with text-heavy interfaces.

User Interviews (40 participants)
Mix of patients, visitors, and staff across age groups (18-75+).
Special focus on users with mobility challenges and visual impairments.
Included non-native English speakers and first-time visitors.
Interviewed hospital staff about common navigation questions.

Usability Testing
Conducted 15 task-based sessions with existing interface.
Tested with users of varying technical proficiency.
Recorded task completion rates and user frustration points.

Accessibility Audit
Evaluated contrast ratios and text legibility.
Assessed touch target sizes and spacing.

Our research approach prioritized understanding diverse user needs and accessibility challenges in hospital navigation:

On-site Observations

Tracked 200+ visitor interactions with existing kiosks.
Documented common navigation patterns and pain points.
Observed that 70% of visitors initially walked past kiosks, not recognizing them as interactive.
Noted elderly visitors struggling with text-heavy interfaces.

User Interviews (40 participants)
Mix of patients, visitors, and staff across age groups (18-75+).
Special focus on users with mobility challenges and visual impairments.
Included non-native English speakers and first-time visitors.
Interviewed hospital staff about common navigation questions.

Usability Testing
Conducted 15 task-based sessions with existing interface.
Tested with users of varying technical proficiency.
Recorded task completion rates and user frustration points.

Accessibility Audit
Evaluated contrast ratios and text legibility.
Assessed touch target sizes and spacing.

Key Insights & Design Decisions

Home Screen

70% of visitors didn't recognize kiosks as interactive touchpoints. The text-heavy, notification-style interface created a passive display rather than inviting interaction. Users needed immediate spatial context to understand both their location and the system's purpose.

Solution:

Replaced text-heavy entrance with prominent, interactive map.
Added clear touch interaction cues
Integrated obvious search and directory options
Included visible mobile app download option

Before:

Original text-heavy, notification-style home screen

After:

New map-centered interface with clear interaction points

Search

Users lost crucial spatial context when taken to separate search screens. Each screen transition increased cognitive load and decreased confidence in the navigation process.

Solution:

Maintained persistent map visibility during search.
Implemented real-time location preview.
Reduced required taps for common actions.
Added visual location markers.
Simplified search interface while maintaining functionality.

Before:

Original separate search page with wasted space

After:

New integrated search with persistent map view

Location Preview

Complex location information and unnecessary options created decision paralysis. Users needed clear, focused information about their destination with obvious next steps.

Solution:

Defaulted to zoomed-in location view.
Removed non-essential buttons and information.
Streamlined destination-setting process.
Improved hierarchy of next-step options.
Added visual emphasis on location context.

Before:

Original cluttered location information screen

After:

New simplified location preview with clear actions

Route Visualization

Traditional routing instructions overwhelmed users, particularly those under stress or with cognitive challenges. Visual cues proved more effective than text-heavy directions.

Solution:

Simplified routing step descriptions.
Added visual prompts directly on map.
Reduced unnecessary UI elements.
Enhanced contrast for better readability.
Implemented clear progress indicators.

Before:

Original complex routing interface

After:

New streamlined routing with map prompts

Results

Estimated $3.5M annual savings in recovered efficiency. 40% reduction in direction-related staff interruptions.
40% rise in the number visitors approaching the kiosks.
92% first-time user success rate.
50% increase in mobile app adoption via kiosk QR codes.

Reflection

Three key insights shaped our success:

Visual context is critical. Maintaining constant map visibility while simplifying the interface dramatically improved user confidence. What started as an accessibility consideration became our core design principle, proving that spatial context is fundamental to navigation confidence.
Accessibility drives universal improvement. By designing for users with the highest needs—elderly visitors, non-native English speakers, and those with mobility challenges—we created a system that worked better for everyone. Simple, clear interactions reduced cognitive load and improved outcomes across all user groups.
Measure what matters. Our focus on quantifiable metrics helped validate design decisions and demonstrate real impact. The dramatic reduction in staff interruptions showed that better navigation design directly impacts hospital operations.

Three key insights shaped our success:

Visual context is critical. Maintaining constant map visibility while simplifying the interface dramatically improved user confidence. What started as an accessibility consideration became our core design principle, proving that spatial context is fundamental to navigation confidence.
Accessibility Drives Universal Improvement By designing for users with the highest needs—elderly visitors, non-native English speakers, and those with mobility challenges—we created a system that worked better for everyone. Simple, clear interactions reduced cognitive load and improved outcomes across all user groups.
Measure What Matters Our focus on quantifiable metrics helped validate design decisions and demonstrate real impact. The dramatic reduction in staff interruptions and missed appointments showed that better navigation design directly impacts hospital operations.

Three key insights shaped our success:

Visual context is critical. Maintaining constant map visibility while simplifying the interface dramatically improved user confidence. What started as an accessibility consideration became our core design principle, proving that spatial context is fundamental to navigation confidence.
Accessibility Drives Universal Improvement By designing for users with the highest needs—elderly visitors, non-native English speakers, and those with mobility challenges—we created a system that worked better for everyone. Simple, clear interactions reduced cognitive load and improved outcomes across all user groups.
Measure What Matters Our focus on quantifiable metrics helped validate design decisions and demonstrate real impact. The dramatic reduction in staff interruptions and missed appointments showed that better navigation design directly impacts hospital operations.

Future Opportunities

Personalized routes based on mobility needs.
Integration with appointment scheduling systems.
Machine learning for crowd management and route optimization.