Empire Digital Signs | Rochester Regional Health Wayfinding Kiosks
Rochester Regional Health (RRH) sought to increase adoption and effectiveness of its public wayfinding kiosks deployed across eight hospital campuses. Achieving this goal required a deep understanding of a highly diverse user population—including patients, visitors, clinical staff, and support personnel—often navigating complex environments under stress, time constraints, or limited mobility.As the UX lead for this initiative, I guided the project team through a comprehensive, human-centered research process. This included conducting heuristic evaluations of existing kiosk interfaces, observing real-world usage in hospital environments, interviewing staff and visitors, and analyzing qualitative and behavioral data to uncover usability breakdowns related to navigation flow, visual hierarchy, terminology, and accessibility.I facilitated cross-functional team workshops to synthesize findings, align stakeholders, and prioritize opportunities for improvement. These insights informed proposed interface updates that streamlined workflows, clarified wayfinding paths, and improved visual hierarchy to better support first-time and high-stress users. The resulting recommendations were grounded in evidence and tailored to real clinical environments—positioning the kiosks as more intuitive, trustworthy, and effective tools for navigating RRH’s multi-campus healthcare system.
original plan - start of project
Usability Analysis | demonstrating the problem areas, and pain points to First Time Use success
Proposed Touch Screen Interaction Map
