When in a hospital environment, whether for medical consultation, visiting a loved one, or even starting a new job, many people might experience stress and frustration. Those negative feelings and emotions impact well-being and are not necessarily or solely the consequence of the reason people go to the hospital. The experience of people needing help finding their way through the hospital campus or buildings instigates those feelings. Although many healthcare environments and hospitals often invest a lot of money and effort to implement a proper signage system, as it represents one of the critical aspects of their "identity", many challenges remain. A good wayfinding strategy is fundamental to all users involved in the daily functioning of a healthcare environment, as it can dramatically impact their well-being. In this paper, we highlight the importance of wayfinding as a crucial element for a comfortable hospital atmosphere and, consequently, a positive experience for the public. We illustrate our point of view by discussing the applied methodology to gain insight into the wayfinding system of a Belgian hospital to nurture the design process of developing a new wayfinding strategy for this client. We highlight different perspectives considering the understanding of various user groups and their difficulties and challenges encountered when trying to find their way in hospitals: the public, the architecture, the local culture, complex buildings and sites, the stress and vulnerability of the people, routes, and many other aspects. Together, these insights shaped the strategy and design of an effective wayfinding system for the concerned healthcare facility.

We would like to thank all students who participated in the research phases, the team of /StudioMDA and the hospital involved with whom we collaborated for this project.