The way you do anything is the way you do everything.
Every Interaction Matters and Can Make a Difference
Design Strategy Experience Design Brand and Identity Wayfinding Donor Recognition Interactive Exhibits
Design is a business strategy. We have learned that design research is a powerful way to understand the patient and visitor experience and identify opportunities to design the ideal journey for healthcare. The way you do anything is the way you do everything.
Designing the Interactions Between People and Places
ex;it delivers experience design that creates compassionate, productive, and engaging interactions.
Experience Design
Understanding what people want as they engage in their healthcare journey provides the framework for designing an ideal experience. Through direct engagement with patients, visitors, and staff, along with on-site observations, we discover new opportunities for improving the experience you deliver. We design thoughtful and implementable strategies with measurable criteria.
Brand and Identity
Your brand represents what and how you serve your customers, community, and staff. The nature of what you deliver is communicated through all touchpoints from marketing to navigating the campus. Each interaction that patients and visitors have is representative of the entire journey. Your brand and identity will set the experience that people will expect.
Wayfinding
Successful wayfinding is a convergence of verbal direction-giving, pre-arrival information, smart signage, and simple methodology. With an average of 500,000 verbal directions given in a facility of one million square feet, the staff are the primary wayfinding support system. The wayfinding program creates an architecture of navigation that articulates how to give directions.
Interpretive Exhibits
Telling your story engages your patients, visitors, and staff by creating a deeper connection and affinity. Digital and static displays can provide information on services, brand promise, history, current events, new technology, and achievements. Exhibits can thread through paths of travel as wayfinding landmarks and corridor enhancements.
Donor Recognition
Recognition programs support ongoing fundraising initiatives and express gratitude to those who have contributed to capital, annual, programmatic, and planned giving. Impactful, elegant, and memorable design attracts new prospective donors and motivates current donors to increase commitments.
Touchpointing™
Designing the Interactions that Matter
Why Every Experience Counts Touchpoints are moments of engagement in a total experience. These moments are opportunities to provide navigational support and transformative experiences. ex;it has developed a unique experience analysis process that uncovers and illustrates the patient and visitor experience and presents strategic opportunities for transformation.
1
2
3
Learning
Planning
Arriving at Campus
When does the healthcare journey begin?
Does the information provided before the visit prepare patients and visitors for a successful journey?
What is your first impression upon arrival? Are you providing the information they need?
6 Arriving at Destination
How is good design able to assist staff in welcoming patients and visitors?
7
8
4
5
Entering
Finding
What do people need at the moment they enter the building? A warm greeting? Information directory?
How effectively can directions be given to patients and visitors? Are wayfinding signs an effective tool?
9
10
Waiting
Treating
Leaving
Evaluating
What experience can you provide for people waiting for loved ones or patients waiting for an appointment?
How do the moments before and after treatment impact the overall quality of care?
How do people find their way back to their car or pick-up location?
How do people feel about their experiences? What new opportunities can be uncovered for improvement?
One Penn Center, 1617 JFK Boulevard Suite 1665, Philadelphia, Pa 19103 215.561.1950 www.exploreexit.com
explore > explain ; implement > transform