The Visitor Experience Assessment determines what is important in the delivery of a product or service. Through qualitative and quantitative data gathering and analysis from staff and users, we help multiple departments and decision makers understand the reality of a facility and its impact on the consumer.

Experiencing a high level of frustration finding their way, many patients at Greater Baltimore Medical Center were being escorted to their destination. Visitor interviews allowed ex;it to create personas for wayfinding scenarios. Saul was a persona developed following a one-word description of the experience, “Fahrblunget.“ Interviews also generated data for a comparison of the differences in the experience of a patient journey based upon whether someone was escorted or not. We found visitors were generally less confident about wayfinding when they were escorted, feeling they could not do it on their own.