Wayfinding

white paper | August 2007

Finding Your Way implementing an effective wayfinding program

white paper | August 2007 | Finding Your Way | 1

Shikatani Lacroix is a leading branding and design firm located in Toronto, Canada. The company commissions assignments from all

around the world, across CPG, retail and service industries, helping clients achieve success within their operating markets. It does this

by enabling its clients’ brands to better connect with their consumers through a variety of core services including corporate identity and communication, brand experience design, packaging,

naming and product design.

About the Author Jean-Pierre Lacroix, R.G.D., President and Founder of Shikatani Lacroix Jean-Pierre (JP) Lacroix provides leadership and direction to his

firm, which was founded in 1990. He has spent the last 30 years helping organizations better connect their brands with consumers

in ways that impact the overall performance of their business. Mr. Lacroix was the first to coin and trademark the statement “The Blink Factor” in 1990, which today is a cornerstone principle to how

brands succeed in the marketplace. JP has authored several papers, has been quoted in numerous branding and design articles

and, in 2001 he co-authored the book “The Business of Graphic Design” which has sold over 10,000 copies. JP can be reached at [email protected] and you can follow his blog at:

www.belongingexperiences.com & www.belongingexperiences.wordpress.com.

Other Articles and Books

The Belonging Experience

Managing Brands

Business of Graphic Design


What is Wayfinding? Wayfinding has existed since man identified a need to find his

bearings as he travelled for food, shelter or safety. In architecture, Wayfinding also refers to the user experience of orientation and choosing a path within the built environment, and to the set of

architectural and/or design elements that aid orientation. Wayfinding programs can range from landmarks used to guide

travelers to their destination, to signs along the road, interior and exterior signage to help one navigate through a space with ease.

The term “Wayfinding” is a derivation of the words “wayfarer” and “wayfaring”. Both of these words exist in Old English; “wayfaring”

(archaic) was first recorded in 1536 AD, whereas an older version of the word, “wayfering” (obsolete) can be traced back to 890 AD. The

word means “journeying” or “travelling”, particularly on foot. Another term of possible influence is “pathfinder”, a word of North-American origin that can be traced back to the mid-nineteenth

century.

An alternative definition of “Wayfinding”, focusing only on its the visual aspects comes from J.E. Cutting (1996), who defines it as

“how people find their way through cluttered environments with ease and without injury.”

Therefore, this article will cover the following topics related to Wayfinding:

1. Shaping the Corporate Culture Through Wayfinding

2. Shaping the Visitor Experience Through Wayfinding

3. Understanding the Wayfinding Process and Key Elements

4. The Overall Planning Process

5. Ensuring You Have the Right Budget

Wayfinding has

existed since man

identified a need

to find his

bearings as he

travelled for food,

shelter or safety.


Shaping the Corporate Culture Through Wayfinding However, there is a second definition for effective Wayfinding

systems: that of communicating a story about the people, culture, beliefs and values of the society being directed.

It’s in this second category that most wayfinding programs fall short having been created strictly as a means of orienting their viewers in

the right direction, without providing any context or personality to reinforce the meanings of the user society. In marketing and

corporate ethnography terms, a signing program provides a great opportunity to brand the tribe, and to tell a myth about their values and beliefs.

Leveraging the strength of an organization’s story and personality

helps in reinforcing, throughout the various consumer touch points, the brand promise. This second definition is born out of the organization’s need to reassert its values and beliefs as part of the

journey for both its people and the traveler.

For the visitor wanting to find his or her way, a successful Wayfinding system tells a story about the place being travelled, and

for the community citizens it acts as a reminder of the values they need to emulate to visitors experiencing their “space”. Wayfinding systems not only provide proper direction for unfamiliar individuals,

but also tell of a story about the organization and its beliefs.


Shaping the Visitor Experience Through Wayfinding The visitor’s experience typically starts well before he or she enters

the actual building or site. This experience could be…

In the parking area/garage • Unable to find parking

• Unable to find their way to the building

On the site or at an entrance • Unable to find a building

• Unable to find the main entrance or specific department/area entrance

Difficulty finding a destination • Area/block

• Floor

• Department

• Key meeting areas (landmarks)

• Amenity/service: gift shop, cafeteria, washrooms, telephones,

taxis

Lack of available assistance

No one to give verbal directions

No one to aid those needing physical assistance

A lack of attention to these items may reflect negatively on the organization, and may give the impression of a lack of sensitivity to

visitors’ needs.


Wayfinding allows people to determine their location within a setting, define their destination and develop a plan to get from point

A to B. It should identify and mark spaces, group spaces and link spaces using both architectural and graphic Wayfinding, namely the

following:

Architectural Wayfinding

Paths and circulation

Landmarks (object used such as fountains, arches, monuments, kiosks, natural features or artwork that are focal points)

Intersections (decision-making areas when more than one choice exists)

Edges/boundaries (specific area beginnings and ends)

Zones and districts

Graphic Wayfinding

Directional information (signs that guide people along a route; signs with arrows)

Destination identification (building signage, floor numbers, room

identification, room numbers)

Updating and implementing a successful Wayfinding system is a

large commitment, a collaborative effort involving all the consultants working at the facilities (landscapers, architects, contractors,

designers) and all levels of staff within the organization. Each of these people will bring their own perspective on Wayfinding and its requirements.

The Wayfinding system is key to the success of the organization. It

is a crucial part of the life and safety of all members, visitors and staff using the building on a daily basis. A positive experience for these individuals enhances the facility’s reputation.

The Wayfinding

system is key to

the success of the

organization.


Wayfinding Critical Factors Implemented at decision-making area: entrances/lobbies, elevators,

intersections, corridors.

The Wayfinding system needs to have: • Simple language terminology, common (not technical) terms &

names, and an easily read and understood, positive tone;

• Flexible in-house production, easily maintained and changed as

required;

• A consistent and standardized uniform look, and logical

locations and placement of signs, arrows and symbols;

• Graphics legible and visible from a distance;

• A hierarchy and scale of signs to emphasize certain messages (layering of information);

• Accordance with all Disabilities Act regulations (American Disability Act, Ontario Disability Act))

1. Tactile characters: raised 1/32”, grade 2 Braille; 2. Type style: sans serif character height and width 3. Pictograms finish/contrast: 80/20 foreground/background

contrast, matte, non-glare; 4. Placement of signs: latch side of door, 60” AFF to centerline of

sign; 5. Suspended signs: minimum 80” AFF;

6. Avoid swinging doors and protruding objects

Understanding the Wayfinding Process and Key Elements A Wayfinding program must ensure it addresses all needs when it

comes to traffic, circulation (drop-offs, pick-ups), public transportation, parking, entrances, emergency departments and

shipping and receiving areas. It is important to provide properly identified access to all visitors, staff, vendors and deliveries, in order

to avoid congestion and chaos.


Pr e-Visit Pre-visit information and instructions should include written

instructions, maps and diagrams regarding traffic routes, access to and from public transportation, and alternate means of transportation (i.e. bicycles). Pre-visit information (in multiple

languages), high-colour contrast schemes, pictograms, symbols, tactile floor surfaces, wall treatments, optimum lighting levels and

large print will also help ensure the Wayfinding system is effective for all visitors.

All unnecessary signs and clutter should be removed to ensure the implemented signing is effective, as too many signs will cause confusion. Only signage within the Wayfinding parameters should

be used; confinement signage needs to be incorporated into the Wayfinding program (policy, special notices and promotional signs).

Other temporary signage, such as internal classifieds, and association and affiliation information, can be posted electronically

on a message board.

Parking Parking can cause significant levels of stress and frustration for visitors and vendors. Clear signing should identify where both

visitors and vendors may park, as these may be different areas. These facilities must be clean, well lit, and adequately signed and monitored to ensure safety. Once the car is parked, the driver

becomes a pedestrian. Directions from the parking garage must be clear and indicate an uncomplicated path to his or her destination.

Additional information regarding hours of operation, location of cashiers and pay machines must be clearly posted, and easily read and understood. Not presenting this information can result in

confusion, delays and inconvenience, which amounts to a bad visitor experience.


The Main Entrance The main entrance is an important destination. As it is generally

very busy, it needs to be architecturally prominent to ensure it is easily recognized, located and accessed. A functional and attractive

main entrance gives a good first impression, increasing the confidence levels visitors have in the facility. The primary function of the entrance is to welcome and guide visitors and vendors.

Wayfinding is thus key in this area. Staffed information desks, directories and maps that are visible and easily read, and directional

signing must be used within the main entrance and lobby area.

Shipping & Loading Areas Loading areas must be clearly identified to ensure proper deliveries

are made in the correct locations, with routes that are easily followed. These areas should be separate and not interfere with

functions for visitors or staff. Delivery loading and unloading should be concealed from the public, except those who have

responsibilities related to them.

Sensitivity to Disabilities The system must be easily accessible to people with disabilities to

ensure equal treatment and opportunity for all visitors. Wayfinding aids such as audio and visual systems in elevators, visual displays in

waiting areas, higher lighting levels at reception desks, directories and maps will aid all visitors, staff and vendors.

The visually impaired cannot rely on their sight to locate and read signs. Most can identify shapes, see visual contrasts in colour and

will use their other senses to find their way (hearing, touch). Deaf or hearing -impaired visitors will rely on signage, lip reading and

written instructions or maps and diagrams to find their way. The site must be accessible for wheelchair users, whether temporary or permanent, and people with limited mobility. Concise pre-visit

information showing accessible routes is critical for these visitors as they plan their routes and decide where to be dropped-off or park.

People with learning disabilities rely on all aspects of a Wayfinding system.

The system must

be easily

accessible to

people with

disabilities to

ensure equal

treatment and

opportunity for all

visitors.


Landmarks & Beacons Landmarks, architecture and interior design enhance Wayfinding

and can help people find their destinations. These features can be easily described and remembered when giving directions.

The sites’ exterior can also have an effect on a visitor’s comfort level. Landscaping can create enhance the setting and serve as a natural landmark. Seating areas, groupings of trees and foliage are other

landmarks people will easily remember. In addition, landscaping enhances and defines circulation and paths. Clearly defined paths

guide people along a safe route.

Human Factors Signing can be humanized through branding, graphics and logo elements to give the Wayfinding system and the facility a distinct personality. The physical environment can greatly affect how one

feels. Light, colour, texture, materials and art not only enhance an environment, but also have an effect on a person’s overall

well being. Light Both natural and artificial light, make a difference in Wayfinding. Good quality and the correct quantity of lighting must be used to

create a non-threatening and relaxing environment.

Colour The use of colour can be an effective tool in both interior design and Wayfinding. Colour will allow visitors to easily follow a route, reassure them they are going the right way and help them to

remember the route when leaving or during a second visit. In hospitals, colour has been proven to aid in the healing process and

make a significant contribution to a patient’s well-being. Certain colours can cause certain reactions and influence a person’s mood.

“Light is the most

important

environmental

input, after food,

in controlling

bodily functions.”

- Richard Wurtman,

Neuroscientist


For example, using a calming colour may help to reduce patients’ anxiety and stress levels. Colour is also an effective, inexpensive

way to give warmth and personality to what can be a cold environment. Different rooms and areas have specific uses and must

have a certain feeling. For example, reception areas and lobbies should be welcoming and inviting, while bedrooms should be relaxing and calming and dining areas warm and fresh.

Tactile Features Touch is a confirmatory sense, with the skin being the largest

sensory organ. Touch is especially important to people with visual disabilities. Tactile floor and wall surfaces can be used to convey

important information about the environment. A change in texture or material can indicate change in floor level, a set of stairs, an escalator, an elevator, a transition area or adjoining spaces or

buildings. They can also provide directional information and warn of possible hazards. Varied textures and tactile materials create

interest and add warmth and personality to an environment.

Graphic Arts Visual arts (painting, sculpture, murals, prints, photographs, decorative tile, tapestry) can be an integral part of the wayfinding system. They can act as landmarks, and appear on maps and

diagrams, and in written and verbal instructions.

Helping Visitors Navigate A successful Wayfinding program is flexible and easy to maintain in-house, and improves the visitor’s experience. Signage and

Wayfinding solutions also need to be intuitive, with logic applied to mapping through numbering, colour and pictogram systems that

provide clarity and familiarize users with the unknown. Coupled with intuitive logic, these factors make the destination safe and convenient to find and provide intelligent systems and information

that remove barriers.


Flexibility & Adaptation Large facilities or social communities are intimidating due to size

and complexity, the possible nature of the business, and whether the person is a resident or visitor. A large facility or geographical area

can seem an endless maze of pathways, hallways and rooms, if you’re unsure where you’re going. Visitors entering the facility can be under stress, preoccupied and easily disoriented if the

Wayfinding system is not effective, clear and simple in its messaging.


Perception, Experience and Conditioning Constant change and modifications commonly take place within

facilities, which can heighten confusion and frustration. Many facilities have evolved over time and are comprised of different

buildings, additions and extensions. In many instances, little attention is paid to ensuring logical circulation paths and routes were developed that allow people to enter, navigate and exit the

premises easily, especially in the case of an emergency.

In addition, factors such as low literacy levels, limited knowledge of the English language, and physical disabilities (poor vision, poor hearing, limited mobility) can contribute to any anxiety that a visitor

may already be experiencing. The perception and experience of a visit should not be a negative one. The visitor should feel that the

surroundings are inviting, comfortable, and provide an environment in which the staff will be supportive and helpful toward their

situation. A difficult experience can reduce a visitor’s confidence in the institution or organization.

The Overall Planning Process The implementation of a Wayfinding program can be divided into four main stages, each one impacting the preceding steps. On the

following pages, we will explore each step and how it impacts the overall success of the Wayfinding program. Please keep in mind that

this example represents a typical project and the phases and task may require adjustments to meet your specific project criteria.


Planning Stage Ideation Stage Creation Stage

Implementation Stage

• Project Scope

Questionnaire

• RFP (Request for

Proposal)

Development and

Review

• Budget Development

• Consultant Selection

• Site Analysis/

Signing Master Plan

• Project Review

• Initial Sign Location

Plan

• Code System

• Environmental

Design

• Nomenclature/Room

Number System

• Pictogram System

• Initial Sign Types/

Hierarchy of

Information

• ADA/ODA

Compliance

Evaluation

• Wayfinding Aids

• Test Paths for

Validation

• Technical Support

• Status Meetings

• Design Refinement

• Research

• Design Detailing

• Message/Sign

Schedule

• Tendering

• Prototyping

• Manufacturing and

Installation

• Optional

Ethnography

Research

• Cultural Input

• Deficiency Report

• Review and Approval

• Tune-Ups


Step One: Asking the Right Questions In developing a Wayfinding program, the first step of the planning

stage is to ask the right questions to ensure the right investment of both time and resources is allocated. As part of the Discovery phase of the planning process leading up to assigning a Wayfinding design

consultant, the organization needs to explore a range of questions to establish an effective RFP document, and to gain alignment

within the organization. Here are a few questions that should be considered when undertaking a Wayfinding program:

1) Relationship to the Environment and Transportation What service or function will this project, or has this project,

provided for the travelling public? How will it impact transportation?

2) Demonstrated Need What need(s) will this project fulfill within the community? How will it impact visitors and staff? What is the organization’s position and

brand promise, and how does the Wayfinding program support the need to differentiate the groups within the organization? Who are the main target users that will benefit from the program, and can

they be clustered in need state groups?

3) Project Usefulness and/or Benefit What purpose will this project serve, and how will it benefit the community? Is there strong community support?

4) Amenities/Support Facilities. What facilities or departments are available and/or included in the Wayfinding program? What means of access will the consultants have available to them? Who will lead the project from the client’s

side?

5) Educational/Historical Context Explain the history and/or scenic significance of this project. What educational experience will be provided?


6) Project Resources How has the community involved itself in the project? What support

has been provided? Has funding been secured? Is this a continuation of an existing project, and if so, what is the status of that project?

7) Project Timing and Milestone What is the required timeframe for the planning and implementation

of the project? Will it be phased to align with construction or urban planning over a period of years, or completed in a set timeline?

8) Maintenance and On-Going Planning Who will maintain and manage the message schedule on an on-

going basis? Will this be handled by external resources, or internal staff? Do you need to increase internal resources or capital

investment in equipment?

9) Consultant List Will the Wayfinding program require the resources of an architectural firm (exterior signing, landmarks and ceiling-hung main

signs), or the requirements of a Wayfinding graphic design firm? Who will participate in the RFP process, and will tasks for effective Wayfinding implementation be divided by functions?

10) The Selection and RFP Process How will you structure the RFP process? What are the evaluation criteria?

Step Two: Consultant Selection Criteria An important stage of the process is the selection of a Wayfinding consultant that can manage overall progress and provide value and

insights. In order to ensure that the right consultant is retained, it is important to establish evaluation criteria. We have outlined an

example of a criteria list with corresponding points system for your consideration and this form should be used as a starting point and customized to your needs.


Step Three: The RFP Process To effectively select a Wayfinding consultant, it is critical to provide a Request for Proposal (RFP) document that creates a level playing

field for each participant to respond. The document should be drafted by the internal person leading the selection process. In most cases, this person is in purchasing and experienced with vendor

selection.

It is important that a clear line of responsibility be established within the selection committee, and that this group have fair representation

of the departments impacted by the new Wayfinding program. Typically, these departments consist of Legal, Purchasing, Facilities,

Marketing and Architectural services.


The RFP document should be drafted based on consultation with the Wayfinding selection committee, and should include the

following information:

1. Description of project; 2. Cover Page that explains in detail the actual scope of work and

how it fits into a master plan; 3. Table of Contents outlining the full content of the RFP

document;

4. Instructions to Proponents listing the specific scope of work, timing and requirements in addition to the structure, content

and key deliverables of the proposal; 5. Proposal Form that outlines pertinent information on each firm

and the total budget allocation. This form allows for speedy screening of submissions so that the evaluation committee can concentrate on the short list of selected proposals;

6. Subcontractor Form outlining all supporting individuals or collaborations that would form part of each firm’s submission;

7. Proponent Profile outlining relevant case studies and support material on similar projects;

8. Reimbursable Expenses cost sheet with all corresponding costs

for the entire assignment; 9. Evaluation Criteria explaining how the selection committee will

assign points and review submissions; 10. Certificates of Insurance should form part of the RFP selection

process; 11. Scope of Services section write-up outlining in great detail the

different phases of the project, key deliverables and

corresponding timelines; 12. List of Reference Material such as a master plan, key areas and

current systems being used, to assist in the development of accurate deliverables and costs.


The RFP document, should be reviewed by the selection committee prior to being released to the selected bidding consulting firms.

These firms are identified via:

• Online web-enabled procurement system posted on the

company’s website;

• A request for information (RFI) initiative;

• Referred list from an association such as the Society of Environmental Graphic Designers (SEGD) (www.segd.org);

• List of previous suppliers.

Each consultant should confirm their participate in the RFP process via a faxed confirmation form.

“If You Fail to Plan, Your Plan Will Fail”... Step Four Successful Wayfinding ensures visitors are able to see a destination and move steadily toward it. It enables them to follow a path that will lead them to their destination using environmental cues like

signs and landmarks, and providing information along the way. A consistent plan forms a strong mental image or "cognitive map" of

an efficient way to move from one place to another, as well as to return to the starting point.

Vendors and visitors need different information at each stage of their journey. The needs of the visually impaired and visitors with other disabilities should receive particular consideration. An

inclusive system will often prove to be the most cost-effective one. Many of the reasons people with physical, sensory or cognitive

impairments have difficulty finding their way is the same for all site visitors. If your information is easy for a first-time visitor with limited mobility or a sensory impairment to follow, it will be clear for all site

users.

Outside of a building environment, people use road signs, site and

building entrances and architectural features as guides. Inside a building, they concentrate on spoken directions, signs and site

diagrams, and are affected by colour and light.

Vendors and

visitors need

different

information at

each stage of

their journey. The

needs of the

visually impaired

and visitors with

other disabilities

should receive

particular

consideration.


Overview: Wayfinding Master Plan • Create a strong visual presence and environmental branding;

• System should be consistently branded to enforce a sense of place in the overall environment;

• Maintain consistent graphic treatment for all environmental applications;

• Create an inclusive design system: an environment developed for the needs of people with physical, sensory or cognitive impairments, and compliant with ADA/ODA standards;

• Signs should have a foreground/background contrast level of 80%;

• Use sans serif fonts, with optimum usage in upper/lower case and cap height standards for best readability;

• Non-glare sign surfaces and non-latex materials for overall construction;

• All painted components should be painted with Grip Gard®/Grip Flex®. Paint should have a matte finish;

• Pictogram usage for services, amenities and departments to aid visitors who cannot read or have limited language knowledge;

• Wayfinding aids such as audio announcements in elevators,

visual displays in waiting areas, well-lit reception desks, directory maps and elevators;

• Create well-structured paths.

• Position signage at consistent heights and standard locations,

specific to ADA/ODA requirements;

• Prioritize information within directional signs so as not to

overwhelm users with excess information or too many choices in navigation;

• Use landmarks to provide orientation cues at memorable

locations. Signs should be placed along unobstructed paths and sightlines;

• Use survey views. Provide users a vista or map referencing their position and key destinations;

• Highlight information at key decision points to add comfortable assurance of place and path;

• Create the potential for change and growth;

• Incorporate adaptable and expandable sign systems;

Prioritize

information within

directional signs

so as not to

overwhelm users

with excess

information.


• Develop standards for easy production use of changeable paper inserts;

• Create a comprehensive, functional program;

• Create a system that is easily navigated laterally (wings, room

numbers), and vertically floor levels. Use simple, memorable code references i.e. colour, graphics, alpha and/or numeric

digits;

• Use straightforward terminology. Department names should be

short and easy to understand, pronounce, spell and remember;

• Hierarchy of information should be maintained throughout system.

Orientation/Planning The planning stage involves consultation and discussions with the

client to determine strategic direction. At all stages of development, working sessions with the client are essential to address issues,

opportunities and project expectations. Part of this research will include pinpointing the brand objective: what is the facility’s personality, who is its target audience, and what is the nature of its

environment? Learn about the perceptions and needs of visitors and staff. Understand the appropriate competences, standards and style

of the brand. The result should be an informed design brief, and a set of measurable outcomes for the project.

• Consult to determine overall strategic direction;

• Accumulate information regarding organization procedure,

structure, history and future objectives;

• Examine relevant information and gather site data. Review other

sites for research and assessment purposes;

• Develop path studies from architectural plans and assess environmental considerations and restrictions, to understand

facility functions and traffic flow;

• Establish reporting structures and methodology.

Once the creative brief and design criteria are established, the firm should begin developing their creative strategy.

Once the creative

brief and design

criteria are

established, the

firm should begin

developing their

creative strategy.


Step Five: Wayfinding Strategy A comprehensive strategy is the key to solving Wayfinding issues.

Every site has specific problems and different people responsible for resolving each issue. The firm should work together with the organization to pinpoint priorities and agree on a policy. All partners

should help implement and maintain the strategy. Paramount in this process is consideration to the needs of users and visitors. The

Wayfinding Master Plan ensures consistency in the hierarchy of information (exterior entrances and exits, site paths and parking,

building identification, interior departments or wings, floor level, room number, etc.), and defines the sign standards in placement and form (including colour, text position, text height, sign design, and

installation).

At this stage the system guidelines are created, establishing the standard objective and defining the core elements: naming, identity usage, code structure, colour palette, fonts, and images.

• Develop and present the brand structure and core graphic

elements of the system;

• Define identity and nomenclature. It is important to use names

that are easy to pronounce, spell and remember for: - Site entrances - Buildings and building entrances

- Departments - Floors

- Landmarks - Other facilities such as restaurants

• Determine initial sign type requirements.

• Develop a comprehensive code system to navigate laterally

(wings, room numbers) and vertically (floor levels) for the interior signage program. The code system should be simple and memorable, using references to symbols and/or colour, alpha

and/or numeric digits, etc;

• Create an initial Wayfinding plan (interior and exterior) and

identify traffic flow and zones;


• Develop a plan with smooth transition from exterior paths to interior paths;

• Create test paths to determine code application and sign type requirements.

Phase 3: Design Development The process of fashioning an environmental signage system involves

far more than creating a strong visual design. Rather, what must be developed is a clear expression of the service, commitment and mission. The environmental program is your primary on-site

communication tool, your visual link to the community. The exterior/interior signage program and all visual communication must

thus be designed to convey a unique personality, specific to the organization’s objectives.

This process will lead to the establishment of a strong visual vocabulary to not only communicate necessary information but to

also embrace, inform and direct visitors at the facility.

• Prepare concept design proposals for visual vocabulary (3 to 4

initial options including a limited sampling of sign types) that incorporate core graphic elements and code system;

Create nomenclature recommendations;

• Initiate a preliminary exploration into industrial design, hardware and sign component issues;

• Recommend advanced design features that enhance experience and aid in the path process.

A few examples include: • Expanded pictogram program, customized to meet facility

requirements;

• Higher lighting levels at entrances, main directories, elevators, etc., that highlight key decision points and destinations, as well

as aid the visually impaired;

• Added sensory technology and details that aid at decision

points: audio, phones, wall texture, etc;

The environmental

program is your

primary on-site

communication

tool, your visual link

to the community.


• Print material to support and explain the site systems and procedures;

• Creation of materials and image boards to support the Wayfinding philosophy/approach.

Design Detailing After a creative concept has been approved, the firm should develop

it further, working out the specific details related to form and function, brand voice, and visual presentation. The firm should work to ensure the creation and production of all material is accomplished

strategically, meeting the budget parameters and timelines:

• Complete proposed Master Plan;

• Design detailing/refinements to approved conceptual option;

• Design detailing/refinements to industrial design elements;

• Create visual interpretations of all remaining sign types and provide detailed visual report;

• Finalize the Wayfinding plan (includes on-site review).

Step Six: Message Schedule/Tender Documents Prepare Message Schedule;

Prepare all necessary working drawings & specifications for approval;

Create all specifications and tender documents, including the

following: - Written message schedule and - Quantity list

- Location plan - Sign type specifications

Standard placement/installation specs;

Submit complete tender documents and working drawings for approval;

Assist in bid review process and selection of contractors/fabricators, if applicable.

After a creative

concept has been

approved, the firm

should develop it

further, working

out the specific

details related to

form and function,

brand voice, and

visual presentation.


Step 7: Contract Administration/Implementation By implementing the design using the most appropriate techniques,

the firm should ensure the final solution performs against the objectives. It’s here that its project management skills become critical to the success of the project:

• Prepare final files for sign fabricator;

• Format files for client internal management of changeable

messages, if applicable;

• Review work;

• General administration, meetings and follow-up on construction progress;

• Prepare site instructions & field inspections;

• Provide quality control;

• Final inspection, compilation of deficiency lists and review of construction work.

Ensuring You Have the Right Budget The biggest challenge in the planning of a Wayfinding system is the

proper allocation of budgets and cost as part of the yearly capital expenditure planning process. The majority of issues arise in the planning stages when not enough funds have been allocated to the

project, causing the implementation process to either be downsized, extending implementation over several years (causing confusion) or

postponing it to the following year when the appropriate budget will be available. In each of these cases, a lack of efficiency is created, increasing the risk for friction, for lack of clarity or for a change in

key taskforce members. This results in more time and resources allocated to the project than planned.

To help you understand the budgeting process, this paper provides

a list of typical sign formats and sizes, as well as materials, in which will provide a rule-of-thumb for standard signing programs. The pricing schedule is divided based on exterior identification and

Wayfinding (including parking and road signs), and interior pathway and room identification systems. Not included are given landmarks,

The biggest

challenge in the

planning of a

Wayfinding

system is the

proper allocation

of budgets and

cost as part of the

yearly capital

expenditure

planning process.


which would form part of the leasehold and construction budget being managed by the architectural firm.

This example provides a typical Wayfinding project, covering the widest range of signing options and formats.

Building Location Signs These types of signs come in different formats. For the purpose of

this exercise, we have identified the following types of signs that should be considered for any Wayfinding exterior program:

• Building Exterior Road Sign (10 ‘x 5’), rear -illuminated, using a

push-through acrylic face on an aluminum structure;

• Building Exterior Facility sign (10’ x 5’), rear- illuminated using a

push-through acrylic face on an aluminum structure;

• 3-D building sign (3’ x 2’), stainless steel pinned letters, with illuminated front.


Building Wayfinding Banners and Maps Supporting building signs is a series of location-based signs that

assist in visitors finding the right pathway through the parking lot and walkways. These signs consist mainly of banners hung to light

posts, and location maps fastened to pedestal-type structures. The image to the side shows banner signs (2’ x 5’) made from vinyl

material and fastened to light posts.

The second sign system consists of pedestal signs that are located in key transition areas and feature a map of the visitor’s location in conjunction with key building locations and landmarks.

The pedestal signs consist of either building directional information,

or a map outlining the various sections of the building with corresponding codes.

Pedestal signs (8’ x 3’) are internally illuminated and are installed with a concrete footing and ground lights.

For budget purpose, we will assume that a typical building with

corresponding above -ground parking will require the following external signs:

Building Signs: One at road access, and two on the building (based on two entrances).

Parking Signs: two pedestal signs with maps - one at each of the

transition areas between parking and the pathways leading to the building.

Banner Signs: one located on each light standard, or approximately every twenty feet for about 30 banner signs (2 per pole).


Interior Signs - Directional Signs Supporting building exterior signs is a series of interior signs, which

can be divided in three groups:

Directional Wall Maps: usually located at key junctions and major transition areas, in addition to the reception area. Wall maps are typically 4’x3’ in dimension and are silkscreened with flexible inserts

to allow for departmental changes.

Aisle Signs: these identify key departments and overall areas. These signs are typically located adjacent to maps and at the entrance of

key areas.

For the purpose of determining a signing budget, we will count one key sign at the entrance of each aisle, in addition to a ceiling sign:

Room Signs: these signs are located adjacent to the room and identify the room number and name. They are usually flexible and

can be printed on site.

For the purpose of developing a budget, we will count one 18”x10” sign for each room.


Landmark Graphic Signs: these signs usually inform the visitor that she or he has arrived at a key area. Landmark signs can range from

architectural features (fountain, clock tower, seating area, theme area, etc.) to signing elements such as a prominent wall graphic or

ceiling banner. For the purpose of developing project costing, we have identified

wall graphics as a key element. They would be 15’ x 10’, 3M decals affixed to walls with 3-D graphics mounted to fibre-board.

Budget Based on assumptions and average costs from various suppliers, the

costs, including installation, of a typical Wayfinding program with consultant fees, for a three-story building with two entrances and

three wings, are as follows:


The Sum of Its Parts is Greater than the Whole The effective implementation of a signing program is influenced by a

wide range of factors that need consideration. These factors play important roles in key stages of the program. We have identified these factors to assist in a smooth implementation stage:

• Effective Communication: Since Wayfinding impacts a wide

range of areas and resources, it is important to have effective project updates, and an inclusive process that solicits input and

advice at all stages of the project. For effective communication, hold weekly status meetings where the project’s progress can be tracked and documented.

• Fair Representation: For effective communication, we

recommend the development of a taskforce team that is cross-functional in nature, with a lead person responsible for effective

coordination and implementation.

• Project Champion: Since Wayfinding impacts so many areas of

an organization, pending its level of complexity we highly recommend that a senior manager is made champion of the

project and responsible for communicating with the direction of the organization.

• Detailed Plan: Most projects occur over a period of months and include a wide range of activities to ensure an effective

implementation. A detailed plan with key milestones, dates and deliverables, as well as corresponding key responsible

individuals, is essential.

• Cost Control: To avoid surprises and cost overruns, it is critical that monthly investment reports be provided outlining the projected costs of the Wayfinding project. These costs should

take into account both outside and internal resource allocations, in addition to projections on the final program’s cost.

Since Wayfinding

impacts a wide

range of areas

and resources, it

is important to

have effective

project updates,

and an inclusive

process that

solicits input and

advice at all

stages of the

project.


• Prototyping: Not everyone understands how to read architectural or shop drawings and as such, it is critical that

physical prototype be constructed for input from the taskforce and senior management. The prototype stage will also allow the

manufacturer(s) to value-engineer the signs prior to roll-out, and to identify areas of cost savings and maintenance efficiencies.

• Plan for On-Going Implementation: The biggest misconception organizations have is that upon completion of the program, the

job is done. In reality, a Wayfinding program by nature needs to evolve and be changed as rooms and departments change. As

such, the planning stage should include a maintenance program that lives far beyond the completion of the project.

• Governance of Wayfinding: As well as evolving the brand culture of an organization to embrace an effective program,

organizations need to develop an internal structure to support the systems of existing equity and growth as the facility

changes.

For more information, contact:

Jean-Pierre Lacroix, President Shikatani Lacroix 387 Richmond Street East

Toronto, Ontario M5A 1P6

Telephone: 416-367-1999 Email: [email protected]

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