Virginia Piombino

Hospital communication and wayfinding are crucial challenges, especially in paediatric contexts where orienting oneself in space and managing emotions is particularly difficult. The complexity of hospital environments and the ineffectiveness of orientation systems can cause cognitive stress and difficulties understanding, negatively influencing healthcare quality and operational efficiency. An effective wayfinding system must communicate clear messages, making the hospital space interpretable and familiar, using scientific approaches integrated into the architecture. Technologies such as mobile apps can improve orientation and personalize assistance, but a thorough evaluation of the usability and effectiveness of these systems is necessary. This article addresses the challenges of hospital-paediatric wayfinding by presenting a new mobile app that combines navigation, booking and entertainment. The study, conducted at the Meyer Children’s Hospital in Florence, made it possible to define the requirements of a new orientation system for the medical day hospital, improving autonomous orientation and optimizing the user experience. The proposed solution developed thanks to the application of the Human-Centred Design and User Experience approach, aims to reduce stress and improve hospital efficiency, transforming the wayfinding experience into an interactive and engaging process for paediatric patients and their parents.

Hospital communication and wayfinding, especially in pediatric contexts, represent significant challenges today, with direct impacts on the quality of care. The complexity of hospital environments, combined with the emotional management of patients and families, can generate stress and delays in care processes. New technologies, such as mobile applications, offer innovative solutions to enhance the hospital user experience, making navigation more intuitive and efficient, and communication clearer and more personalized. However, adopting these technologies requires careful consideration of usability and the effectiveness of the orientation system, taking into account complex procedures and family dynamics. The integration of technological tools could significantly help reduce the sense of disorientation and frustration experienced by users in waiting rooms, anonymous wards, and maze-like corridors, thereby improving well-being and optimizing operational efficiency in healthcare facilities. This study, conducted at the Meyer University Hospital (AOU Meyer) in Florence, investigated the role that communication design can play in supporting and enhancing the orientation of those navigating hospital spaces. While hospitals focus on physical well-being, they often overlook the high levels of stress, anxiety, and uncertainty induced by these environments. Therefore, the main objective was to provide an effective navigation service for the Medical Day Hospital, promoting autonomous orientation and optimizing the hospital user experience in terms of time and psycho-physical well-being. The research applied the theoretical and methodological tools of Ergonomics for Design and Human-Centred Design (HCD) to define practical design solutions for improving the orientation system. Following an initial phase of literature review and benchmarking on intra-hospital navigation systems, field investigations were conducted involving consultations with experts and healthcare professionals and the application of HCD tools (architectural surveys, field observations, semi-structured interviews, task analysis, scenarios, etc.) to understand user pathways, identify user needs, evaluate the current system’s critical issues, and define design requirements. The collected data enabled the development of intervention solutions that led to the concept of a mobile app, downloadable at the hospital entrance and linked to CUP 2.0 scheduling through a simple scan of the patient’s fiscal code. The app includes a digital map featuring the main reference points that users can locate directly within the architectural space and a dedicated area for appointment booking and management of the clinical dossier, including remote access. Furthermore, it offers dual navigation modes: a “parent” mode focused on efficiency in completing tasks in the shortest possible time, and a “child” mode that engages and empowers the patient through gamification, combining games and virtual reality adventures. Additionally, considering inclusion for users with sensory vulnerabilities and diverse cultural backgrounds, the app provides accessibility tools such as voice guides and language selection. The research highlighted the role that communication artifacts can play in pediatric hospital settings—not only in supporting and enhancing orientation but also in contributing to an environment that considers children’s cognitive and emotional needs, ultimately creating a space that is inclusive, welcoming, and efficient for all. Investing in such solutions can thus yield tangible benefits in terms of patient satisfaction, operational effectiveness, and overall well-being within healthcare facilities.

Navigating within hospitals, especially paediatric ones, represents a complex challenge for patients and their families. This study explores the implementation of gamification in hospital wayfinding systems, aiming to enhance user experience and reduce the anxiety associated with moving through maze-like environments. Through research conducted at Meyer Children's Hospital in Florence, the Ergonomics & Design Laboratory team from the University of Florence developed “My Meyer”, a mobile app that integrates navigation, booking, and entertainment functions. The application offers an intuitive and customizable interface, with game modes for paediatric patients and optimized routes for parents. The results highlight the benefits of a human-centred approach, based on game design elements, to facilitate navigation and improve patients' physical and psychological well-being. Future developments suggest extending these solutions to the entire hospital structure, creating an inclusive and welcoming environment.