In a hospital organization, where should Wayfinding be incorporated?

Wayfinding is a complex challenge as it involves many different areas, not only in research but also in daily operations. Which hospital department is best suited to embed Wayfinding ? Wayfinding Design is an interdisciplinary field that draws on various areas such as cognitive science, neuro psychology, architecture, industrial design engineering, HCI, computer science, and mathematics to enhance its design.
We also see hospital organizations often struggle to embed Wayfinding in their departments as it works cross-functionally. 𝙒𝙝𝙤 𝙣𝙚𝙚𝙙𝙨 𝙩𝙤 𝙩𝙖𝙠𝙚 𝙩𝙝𝙚 𝙡𝙚𝙖𝙙?

Although placing Wayfinding in departments like Real Estate,Facility Management, or IT may seem logical from a cost and tooling perspective, it could restrict the efficacy of Wayfinding solutions. For instance, locating Wayfinding in Real Estate might restrict it to only managing signage, while Facility Management may prioritize core operational processes over customer processes. Similarly, if Wayfinding is placed under the IT department due to its digital nature, it might be limited to software and uptime management.
 
𝗩𝗮𝗹𝘂𝗲 𝗠𝗶𝗻𝗱𝘀𝗲𝘁
As a direct result of the recent rise of consumerism, as well as the shift to value-based care, healthcare providers are redefining their strategy in order to stay competitive. A value mindset would instead suggest placing it in the Marketing-Communication department. Wayfinding is about effective communication with the customer/patient, providing information in a way that maximizes the wayfinding performance, without overwhelming cognitive attention.

Wayfinding information is not limited to signs, and must be strategically conveyed at the right place, moment, to the right people, through the right channel, and with decent UI design to maximize legibility and comfort. These touchpoints for Wayfinding information can include signs, letters, mobile applications, websites, and other marketing communication outlets.

The ultimate goal of effective Wayfinding is to enhance the patient experience and streamline hospital operations, and it is essential for the board to support this vision. Wayfinding should not be limited to just managing the cost component (infrastructure, software, etc), but rather should focus on its broader objectives.