The second seminar ‘Customer Experience in Health Architecture’ kicked off in Den Bosch the Netherlands on 20 November and was another great success with 145 people signing up.
Attendees were representatives of hospitals, aged care, and health architects attending to listen to a varied line-up of speakers.
In the morning visitors could take part in a guided tour through the Jeroen Bosch Hospital where the seminar was taking place. It's the largest non-academical hospital in the Netherlands, designed by EGM Architects.
The seminar was opened by Anneleen VandenBerk from Kenniscentrum 60+ .
Gijs Raggers a partner of EGM Architects spoke about the importance of the design phase vision from the very start.
EGM Architects have made it a flexible building with a human character, so it doesn't feel huge and impersonal: It features a clear structure, plenty of light and a playful interior with lots of green outdoor spaces available.
Michel Verheem, the Director of ID/Lab Europe, spoke about the importance of understanding the difference between just signage and wayfinding, and when wayfinding is done correctly, how the hospital can save huge amounts of money at the bottom line, because staff no longer get constantly interrupted by patients and visitors asking for directions to rooms and departments.
Michel went on to explain the importance of integrated wayfinding; integrated with the hospital’s processes, and integrated with the architecture. “Other than the clinical treatment itself, the experience that people have in the hospital building and the touchpoints between the visitor and the organisation are the main ways to express yourself as an organisation. It is those things that create the overall User Experience” he said. “Most hospitals focus solely on the clinical experience, and leave the experience in the built environment out of the equation.”
“A wayfinding system should not be developed in isolation from architecture and landscaping. The better the collaboration between architect, landscaper and wayfinding strategist, the better the end result will be. Signage is not wayfinding.”
Joren van Dijk, a Dutch Environmental Psychologist, spoke about how to use psychology to create a legible environment, and how this legibility adds to the user-friendliness of the space.
Stephanie van Rossum, Customer Experience Engineer from the Dutch ViGo had an energetic speech about customer experience and the role that hospital staff have to play in this. Customer Experience is no fancy add-on; It needs to be completely integrated in the fabric of an organisation in order to get the best return on investment.
Annemarie van Eijkelenboom, from EGM Architects spoke about her Evidence Based Design Tool for the health sector. It helps designing better hospitals, as complex data is put together and therefor easier accessible, creating better end-results for the patients and their health outcomes.
Cor -Jan van der Wal forJBZ spoke about the co-ordination of the internal users and the external designers and builders in relation to the total project process from start to finish.
At the end of the seminar many guests stayed on for a drink, and the opportunity to meet the speakers and fellow participants.