Finding your way in large spaces like malls, hospitals, or airports can be tricky. Interactive wayfinding signage offers a helpful solution by providing real-time navigation tools to make moving around easier and more accessible. However, these tools can sometimes lead to confusion instead of clarity.
In this blog, we’ll look at the pros and cons of touchscreen wayfinders. You’ll discover their advantages, potential issues, and situations where they might not be the best choice. Whether you’re considering using this technology or want to learn more, this guide provides a balanced and expert perspective.
What Are Interactive Touchscreen Wayfinders?
Interactive touchscreen wayfinders are digital kiosks with touchscreens that provide maps, directions, and real-time updates to help people find their way. You’ll often see them in busy places like airports, malls, and universities, where navigating large buildings or campuses can be tricky.
These wayfinders are meant to make navigation simple and improve the user experience. However, they don’t always work as intended. Technical problems or confusing designs can leave users feeling frustrated instead of helped.
Advantages of Wayfinding Signage
Improved Navigation
These systems make navigating large, complex environments more intuitive by offering interactive maps, step-by-step directions, and search functions for specific locations or services.
Real-Time Updates
Whether it’s a change in flight gates or a store closure, wayfinders can relay timely information to keep users informed and reduce confusion.
Accessibility Features
Options like audio guidance, multilingual support, and text size adjustment help cater to diverse user needs, making navigation inclusive.
Data Insights for Businesses
Wayfinding signage can collect data on user behavior, providing organizations with insights into visitor patterns and preferences to improve layouts or marketing strategies.
The Frustrations: When Wayfinders Miss the Mark
While interactive wayfinders are designed to simplify navigation, they can sometimes do the opposite. Here are common ways they might fail users:
Technical Glitches
Frozen screens, slow-loading maps, or unresponsive touch functions can render wayfinders useless, forcing users to seek assistance elsewhere. A malfunctioning kiosk in a high-stress environment, like an airport, can escalate frustration.
Confusing Interfaces
Poorly designed menus or overly complex layouts can confuse users, leaving them unsure of how to proceed. Visitors already stressed about finding their destination may grow more upset when the wayfinder adds to their stress rather than alleviating it.
Incomplete or Outdated Information
A wayfinder showing inaccurate or missing data—such as store relocations or map inaccuracies—can lead users on wild goose chases, compounding their frustration.
Lack of User Training or Support
In some cases, facilities fail to educate staff on assisting users with the technology. This gap leaves users stranded when they encounter problems.
For example, a visitor at a hospital may use the interactive wayfinding signage to locate a clinic. However, if the system freezes mid-search or the directions aren’t clear, they’re left more confused than before. This scenario not only wastes time but also causes stress, tarnishing the user’s experience.
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The Balancing Act: Benefits vs. Drawbacks
|
Feature |
Advantages |
Challenges |
|
Navigation Clarity |
Real-time maps and directions simplify routes. |
Confusing interfaces can mislead users. |
|
Information Updates |
Displays live changes, like gate or event updates. |
Outdated data leads to frustration. |
|
Accessibility |
Features like audio or text resizing aid users. |
Complex menus may exclude less tech-savvy users. |
|
Technology Reliability |
Promotes efficiency in high-traffic environments. |
Technical failures disrupt user trust. |
Strategies to Avoid User Frustration
To ensure that your wayfinding signage serves its intended purpose, organizations can adopt the following strategies:
Invest in User-Centered Design
Interfaces should be intuitive, with simple menus and clear navigation. Testing hardware setups and designs with real users can help identify and resolve potential pain points.
Maintain and Update Systems Regularly
Frequent software updates and hardware checks can minimize glitches and keep information accurate.
Provide Backup Signage or Assistance
Offering traditional maps or staffed information desks nearby can provide immediate alternatives for users encountering issues.
User Training and Feedback
Educating staff to assist users and gathering feedback on common problems can improve the wayfinder experience.
Why Printed, Backlit Maps Still Matter
I love digital signage and strongly support using it, but I have to admit—sometimes older methods, like printed maps, work better. Printed, backlit maps are simple, reliable, and easy to use. Unlike digital signs, they don’t freeze, glitch, or confuse people with tricky menus. They just show clear directions, day or night.
While they can’t update in real time like digital systems, printed maps don’t break or need fixing. They’re especially helpful for older visitors or people who aren’t comfortable with touchscreens. Plus, they can be a great backup if digital signs go down.
As much as I believe in digital wayfinding, it’s clear that printed, backlit maps still have a place. They make sure everyone can find their way easily, no matter the situation.
Real-Life Examples of Wayfinding Success and Challenges
Interactive wayfinding signs have been very helpful in many places, but they don’t always work perfectly. For example, many airports use touchscreen kiosks to help travelers find their gates, check how long it will take to get there, and locate things like restaurants or restrooms. These kiosks save time and make traveling less stressful, especially during long waits or delays.
But not every system works as planned. In one case, a shopping mall added high-tech wayfinding kiosks with a fancy design. While they looked impressive, older visitors found them hard to use because the text was too small, and the icons weren’t clear. Many people complained, so the mall had to redesign the kiosks with a simpler look. This shows how important it is to make wayfinding tools easy for everyone to use, not just stylish.
Conclusion: Navigating the Path Forward
Interactive touchscreen wayfinders can make navigating large spaces easier with real-time updates, accessibility options, and clear information. However, their success depends on good design, regular maintenance, and reliable support. Without these, they might frustrate users instead of helping them.
Organizations considering this technology should weigh the benefits against the risks of user confusion and technical failure. By prioritizing user experience and committing to regular system improvements, businesses can harness wayfinders’ potential while avoiding common pitfalls.
Considering interactive displays for your space? Let’s discuss how to design a solution that truly works for your users.
FAQ
What is wayfinding signage, and why is it important?
Wayfinding signage helps guide people through physical spaces by providing clear directions and information. It’s essential for improving navigation in complex environments like airports, hospitals, malls, or large office buildings, enhancing the visitor experience and reducing confusion.
Can wayfinding signage be customized for specific locations?
Absolutely! Wayfinding signage can be tailored with branding, multilingual options, and even interactive features. Digital wayfinding signage is especially customizable, offering real-time updates and integrations with maps and directories.
How does digital wayfinding signage improve the user experience?
Digital wayfinding signage provides dynamic content, such as live maps, event schedules, and alerts. It can adapt to changing conditions, like rerouting during construction or emergencies, ensuring visitors always have accurate and up-to-date information.
