The I’m Lost Factor provides a tool to understand and measure the user experience and provides a method to set measurable goals for continuous improvement. Through quantitative data gathering and analysis, we develop the I’m Lost Factor score, which creates a benchmark and baseline for the current condition of the visitor experience. This process helps to identify specific challenges, as expressed by the staff and users, and creates a method of measuring the results of solutions implemented.

The I’m Lost Factor score for Lankenau Hospital considered factors such as verbal directions, confidence levels, interior and exterior signage, and parking locations. Opportunity cost in the form of time spent providing directions was also measured, providing an estimated ROI for the project.