How Can Visitors Be Better Distributed in Terms Of

HOW CAN MODERN VISITOR GUIDANCE BE INCORPORATED INTO MUSEUM PLANNING?

secondary research question by MUSEUM BOOSTER

This report is intended for internal use of the Future Museum participants and contains confidential and other restricted material. Please do not pass on to third parties and do not publish its content. © Future Museum, 2021 1 TABLE OF CONTENTS

INTRO 01 02 03 04 Status Quo Architectural Layout Guidance Systems Outlook to the and Technology Future Page 3 Pages 4-10 Pages 11-46 Pages 47-95 Pages 96-100

+ Challenges + Psychology & behavioural + Traditional signage + Metasystems aspect + Status quo of Future Museum + Internationalisation participants + Lessons from other sectors + Technology + Accessibility + Out of the box

The provision of a smooth and effective visitor guidance is a key How to overall improve wayfinding factor modelling the visitor experience in almost every industry (hospitals, museum, offices, airports, theme parks, etc.). In order to systems? make visitor guidance contribute in a positive way to the experience, several aspects need to be considered. How to improve guidance for accessibility?

In the specific context of indoor spaces, the building structure is How to make the museum more inviting perhaps one of the factors that have the most influence on how visitors navigate the space. However, as building structures are not for passers-by? features that can be easily exchanged or modified, a deeper analysis needs to be made or extra options need to be considered. To tackle these and others concerns, we have looked into the relevance of understanding the relationship between the architectural In this context, this report aims to provide insights on the different space and the psychological aspect of visitors. We have also revised modern guidance tools that could be considered within the museum what lessons can be learned and considered from other sectors; sector. Special focus is given to the relationship between those collected some good practices of traditional wayfinding, considered guidance tools and the architecture and structure of buildings. As a one of the most helpful tools for visitor guidance; as well as some of starting point, we have asked Future Museum participants to provide the most relevant digital tools for signage and guidance. Finally, we their main concerns regarding this research questions. Some of the look to the technology moving around visitor guidance and the aspects the participants mentioned are the following: possibilities they offer.

How can museum’s architecture be less of a constraint for a smooth visitor flow and guidance?

+ Challenges + Status quo of Future Museum participants 01 © Future Museum, 2021 4 WHAT TO EXPECT IN THIS CHAPTER

For orientation and guidance purposes, people in a space tend to follow, if available, organised signs or tracks (maps, landmarks, clues or instructions, help from staff, or follow the wisdom of the crowd walking in its same direction). They also, use previous experiences for orientation (facilities such as museum shop or a café are commonly located somewhere on the ground floor). This means that not only available information, but also the spatial layout can be considered as the two main factors affecting the accessibility and circulation of visitors in a specific space.

In this context, before deepen into the visitor signage tools, we will provide in this chapter a quick overview of the main architectural challenges the museum sector is affronting as a whole, but also within the participants of the Future Museum project.

Thus, we have asked Future Museum participants to provide input on their status quo and main concerns related to navigation. Some of them are resumed in the present chapter.

01 © Future Museum, 2021 6 MUSEUM’S ARCHITECTURE

Museum Building

When talking about the challenge museums affront in terms of visitor signage, guidance and navigation, The relevance lies on knowing the significance the architecture of the museum has on the successful we can not omit the key role the museum architecture plays. Museums have evolved over time, and in operation and visitor experience to avoid having a team of architects working without taking into many cases, they have been accommodated in buildings whose initial function and service was completely consideration the museological and museographic concept and instead bring a single architectural concept different. arising from a common work.

More recently, the prevail of contemporary trends in museum architecture resulted in the creation of numerous unconventional museums (abandoned buildings such as industrial facilities, warehouses, hospitals, jails, schools, etc.) that contrasted with the traditional idea of museums as sites of luxury. Furthermore, due to the increasing significance architecture has been given in recent years, outstanding buildings have been purposely built to host museums as a key part of the destination attractiveness. One of those examples, and perhaps the most known one, is the Guggenheim Bilbao Museum in Spain, which led to the emergence of the concept of “Bilbao effect”.

In this context, there are voices for and against the use of extraordinary architecture or the conversion of historical buildings into museums (e.g., fear of making the visitor focus on the container rather than the objects that are held within it). However, it is important to also reflect on what is that attracts visitors; is it the desire for knowledge or is it the architectonic spectacle? Perhaps both aspects are equally important, and the key is to achieve a balance between them. What is true is that exciting buildings attract masses and that is perhaps one of the reasons why museum buildings are located within valuable historical sites, recycled industrial objects or buildings with outstanding architecture. This discussion might be beyond the purpose of this report and will be avoided for the moment. However, it is worth to have it in mind when thinking about the adoption of new or innovative types of wayfinding models. Specially when these need to live together with the architecture and spatial layout of the museum.

The architectural structure of museums has also a direct effect on art exhibition. The first museums (and many of present-day museums) had all main rooms interconnected. This influenced the viewing sequence of objects mainly in a linear continuity assuming the visitor would follow that specific order. On the other hand, unconventional museums offer visitors more ways of navigating their interior, some more freely than others. For example, industrial spaces converted to museums are likely to have multiple entrances to the different rooms enabling visitors to create their own routes throughout the building. This creates a challenge when museum are interested in leading the visitor through an specific path or room.

Moreover, today’s museums services are not solely limited to exhibitions or storing art works. They have gain new functions (e.g., lectures, conferences, retail stores, restaurants, etc.) that are now considered to be part of museums and that makes it hard to imagine them without them. This shows how museums have evolve together with the requirements of the society and now are multipurpose, with art and exhibition objects being just one of a variety of activities. Moreover, other objects such as escalators, turnstiles, or similar, which were initially created for sectors such as shopping malls, bus/railway stations or airports, are now part of the museums’ design and play a relevant role in the navigation of visitors within the physical space.

Another relevant aspect to highlight is that, although architects design the space for a museum and the museum staff gives shape to it, the visitors are at the end the ones transforming the place by how they use and travel through it. Thus, architecture is told to be not only experienced but also made by the user as much as by the architect.

Overall, museums spaces are becoming more dynamic and experiential, rather than monumental or static. Therefore, the preservation of the primary or unchanged building structure can be a challenge if organisations want to respond to the new visitor needs. Not only in terms of circulation of visitors but also for aspects such as the transportation of art works within the museum or the accessibility for impaired persons.

01 © Future Museum, 2021 9 FUTURE MUSEUM STATUS QUO

Museum’s structures and visitor guidance status quo

As part of the research for the present report we have asked Future Museum participants about their status quo and challenges they currently affront regarding museum architecture and visitor guidance and navigation. The answers received can be summarised in the following main points.

. Museum’s architecture is often a constraint for a smooth visitor flow and guidance . Wayfinding systems are continuously redone

. The natural flow of visitors seems to be interrupted . Museum groups are likely to have different brand identities and guiding systems

. Converted museums or those in historic buildings have bottlenecks in the visitor guidance in . Font of guidance systems differ in size and shape comparison with those modern museum buildings . In some cases, language translations are not consistent . In some cases, the floor guidance system is not clear . Text labels for visitor guidance can be improved, for example, through modern digital technologies . Some areas and rooms can appear unnoticed due to building architecture . Museums are using audio-tours as guidance systems . Some rooms are less visited like others . Orientation maps are given to visitors . There are no separated entrances for specific room or facilities (lecture or event rooms) . Museums use a lot of personnel to provide help in terms of orientation to visitors (answer questions) . Exhibitions displayed in different floors are for some a particular challenge . Barrier-free access is an issue (sometimes only possible with personnel support) . Architecture forces to mix or separate different facilities and services (ticket offices, information desks, . checkroom, café-restaurant, store, or toilets) Accesses can be confusing, daunting for many and not as inviting as it should be.

+ Psychological & behavioural aspects + Lessons from other sectors + Accessibility 02 © Future Museum, 2021 11 WHAT TO EXPECT IN THIS CHAPTER

Spaces either connect or segregate people, they bring them into social and economic relationships or keep them apart. A well designed space can produce vibrant places that create great levels of social, economic and environmental value. However, when this fails, it is highly likely that the reason is a misunderstanding of how spatial layout affects human performance and/or behaviour.

Thus, in this chapter we look at the spatial layout of buildings and urban places as a closely related factor influencing the way people move (behaviour) and interact (experience). For example, how environmental clues and landmarks inﬂuence the way people build cognitive maps of the space, enhancing or disturbing their decision making in wayfinding.

We revise some useful examples on how to better navigate visitors taking into consideration learnings and challenges from other sectors (hospitals, airports, commercial centres), but also on the relevance of understanding the different needs of museum visitors as a key aspect for visitor guidance and building design.

Finally, we address the relevance of creating inclusive environments for those people with disabilities as a reference group with significant requirements for visitor guidance and spatial layout adaptations.

02 © Future Museum, 2021 13 PSYCHOLOGY AND ARCHITECTURE

Architecture and psychology are two strongly related elements. Physical structures affect mood and well-being as they trigger the responses of the cells in the human brain that respond to geometry and arrangement of spaces. This is reflected on the way people behave both outdoors and indoors (the concept of spatial behaviour). People can be fascinated by several different design and architectural elements such as colour, shapes, illumination, texture, etc. In interiors, studies about human reaction to architectural spaces have shown also the relationship between the geometry of space and human emotions. For example, people tend to feel better in rooms with curved edges and rounded contours than in sharp-edged rectangular rooms. Thus, how visitors like or dislike a place would highly depend on how they perceive these elements.

In order to control or alter visitor behaviour it is necessary to understand how the building’s design is affecting it. In this context, it is the architect responsibility to shape and incorporate these ideas into the museum structure. Some of the most common architectural factors influencing human behaviour are resumed here:

Colour Space Illumination Acoustics Façade

The psychology of colour has become This is another highly relevant aspect Lightning can totally change the Sound is one of the most relevant The outside of a building also plays a one of the hottest topics in design as it shaping human behaviour indoors. It is perception of a place depending on the aspects in the visitor experience in key part in emotional responses of has a direct influence on the mood and known that humans tend to suffer type of light or its colour variations. museums. Specially in terms of noise visitors. If the façade is complex and behaviour of visitors. Colours evoke when they are in confined spaces (e.g., Specifically natural light has been pollution, as acoustics are interesting, it affects people in a feelings of comfort or stimulate lower ceilings) and, oppositely, they proved to enhance mood and visitor fundamentally important to learning positive way and negatively if simple communication. Each can invoke a feel safer and motivated in wider experience. The ideal illumination would environments. External sounds have and monotonous. particular mood or emotion, the warmer spaces (e.g., higher ceilings). depend on the organisation and the been typically considered as unwanted the colour, the more compact the space atmosphere it wants to project to the as they cause annoyance. Thus, Conversely, a poorly-designed building becomes (e.g., green helps to alleviate visitor. A dim light to create a architectural aspects such as reflection, will have the opposite effect. It can go stress while blue and white bring melancholier space or a bright light for absorption and scattering need to be deeper than that, however. A complex feelings of serenity). Moreover, this is a more vibrant one. Even position and considered (without previously façade is likely to be appreciated, but one of the more easily changeable direction of lighting serve to evoke considering the interest of groups as we something comparatively monotonous elements in architecture. feelings (lighting on the walls and will see later in this report). can be particularly detrimental to some. ceiling emphasises spaciousness, while a lower on, together with darker areas, invokes privacy and intimacy)

Source: BBC / Brunyé, T. Spatial decision dynamics during wayfinding © Future Museum, 2021 14 PSYCHOLOGY AND NAVIGATION

A decision-making process

Psychology plays a relevant role in how people navigate in a physical space. This is due to the human In this context, the relevance of landmarks arises. Wayfinding or navigation (as the requirement to need of feeling that we have enough information to get to a destination efficiently. We need to recognize know where to go to a goal destination and how to get there in the most efficient way) can be seen as a ourselves safe and in familiar spaces. This is important because the lack of this knowledge generates the visual demand process that continuously searches for landmarks as cues for the next decision making. feeling of uncertainty and being lost or disoriented is a factor that guarantees negative feelings in people Moreover, landmarks help visitors to build cognitive maps of space which have a great relevance on how (the brain sets an alert state). When people feel lost, they tend to act less intelligent, and memory they experience navigation. Hence, the importance of the visibility of landmarks before and at doesn’t work well. Thus, there is a hard time trying to remember where we are or came from. This is intersections. common in stressful situations such as those happening at airports when people need to catch their flight within just few minutes. In this context, one of the key aspects for a positive experience and a connection Visitors’ spatial skills and experience within the spatial environment are also factors affecting navigation, with the environment is people’s knowledge of how things relate to each other on the space, sense of in specific the moment in which the information is sought and the navigation behaviour before an direction and orientation. intersection. This means that the higher the spatial skills the earlier the decisions are made.

Psychology also has a key role in decision making. While trying to get to a destination visitors make Although it has won multiple awards for its architecture, an indoor example know for a dysfunctional the decision to go to an intermediate destination (stairway, hallway or intersections) which is commonly navigation is the Seattle Central Library. The library counts with one-way escalators bringing visitors from at the end of their line of sight. These are known as decision points where alternative routes can be the ground floor into the upper levels. However, the lack of clear means of descent have made people to chosen. In this context, spatial-decision making process is told to occur only when a visitor or traveller even suffer of anxiety attacks. The reason is that in real world only in few situations people go from A to arrives to an intersection. This is due to people’s tendency to defer decisions until the last moment, until B through one route and then are forced to take a different route back. Thus, a successful architectural it becomes necessary. Specially, in situations where the decision making involves several alternatives. design is much based on how it makes people feel to have some degree of control over their environment. However, choice behaviour can also be the result of a pre-decision-making process that occurs way before than entering or arriving to an intersection. This is because people tend to have a plan before executing a Thus, it is highly relevant to keep psychological needs in mind not only while planning a newly navigation behaviour or choice. Thus, the decision is taken far before the navigation response is required. constructed museum, but also while deciding the place, design and functioning of visitor guidance systems in order to provide a positive visitor experience.

Source: BBC © Future Museum, 2021 15 ARCHITECTURE DESIGN FOR A SMOOT VISITOR FLOW

Impact of spatial configuration on use pattern of visitors

An ideal architectural design should tell the visitors how to move through it, where to go, where not to, or In this context, museums are places for people to discover, thus, architecture design needs to allow easy where to rest. This even before or without the need of interior designers. 70% of the variance in the route and accessible exploration (see ACMI case later on this report). However, museum architecture can also be of people is determined by the structure of the layout. thought as an space with rooms of different dimensions. Offering new experiences at every turn, and at the same time stimulate curiosity among visitors and invite them to navigate across the building. The use of space is a key tool in moving and directing people. For example, large promenades (long and wide paths) make an area to naturally attract people to walk on it. Similarly, if the system for navigation It is also possible to think about breaking traditional linear and rigid routes and create new paths for is well implemented, the space can lead people towards the entry point, even if they aren’t aware of it. discovery the space. This allows visitors to approach and encounter the objects and spaces from different In the case of museums, exhibition rooms and galleries are normally shaped to be visited individually in a angles and develop new perspectives regardless if that is their first or tenth visit. diverse order and in multiple occasions. Thus, visitors commonly use the circulation lobby, or view, to reorient themselves. Overall, maps and signs are not the only methods museums can use to help people to navigate in their buildings. Having clear and self-explanatory spaces is as important as any other method. On the other hand, the discontinuity of spaces, lack of a proper visibility or broken lines of sights are some examples of the different factors affecting the orientation of people. This is specially challenging and common to find in indoor spaces, where, for example equal distribution in all floors is initially expected. When is not like this more support is required from available navigation tools.

Irregular forms or complex floor plans bring different challenges and requirements on guidance systems than in those in symmetrical arrangements. In this context, circulation routes are known as the arteries of buildings that connect individual rooms. They directly influence the way people move and find their way within buildings. For instance, the circulation routes determine how well a building functions. The more organised those routes are, the more self explanatory is the relationship between the spaces.

Source: Signage – Spatial Orientation © Future Museum, 2021 16 ARCHITECTURE AND WAYFINDING

Buildings in general have wayfinding issues due to the fact that this is not thought as an own subject area or as a major part of the design that should be considered from the very beginning. Instead, wayfinding is commonly believed and considered only as a lettering and design of symbols and icons. However, the nature of the space, the type of building and its use of space are the constant variables that should always be referred to and evaluated before any other element while planning visitor signage and orientation systems.

In order to facilitate the structural definition of a building for wayfinding, three phases can be defined: the identification of spatial units; grouping of these units in zones; and the sectorisation of these zones and establishment of connections between them. The way rooms are decorated also plays a role (colours, geometry, lighting), as well as the furnishings and equipment that make up the space.

As mentioned before, elements like light, colours, acoustics, building forms, materials, and textures are not only part of the visitor’s experience and story told in museums, but they also help to orient visitors. Therefore, they should be considered as part of an ideal navigation plan. The guidance recommendation is to first think in light and colours, and then in words.

Including the wayfinding from the very beginning means putting effort into talking to users (e.g., through qualitative research) and understand their needs in terms of space. Signage system could look great and, in theory, guide people perfectly, but if factors such as the amount of people circulating in the space at the same time are not taking into consideration, the system can fail. When wayfinding is done well it is barely noticeable, visitors enjoy a seamless experience with few pain points and no frustration or stress. This means a more positive visitor experience making them more likely to return.

Source: Signage – Spatial Orientation © Future Museum, 2021 17 ENVIRONMENTAL FACTORS AFFECTING THE EASE OF ORIENTATION AND WAYFINDING

Differentiation

Refers to the degree to which different parts of an Visual access environment look the same or different regarding aspects such as size, shape, color, architectural This refers to the degree to which different parts of Layout complexity style, etc. The more differentiated are the physical the environment (indoor and outdoor) can be seen environments (indoors and outdoors) the more from various viewpoints. From which and how Complex layouts typically make wayfinding more Signage they support wayfinding because the parts are many locations can travelers see landmarks, or difficult. Am articulated space, broken up into more memorable destinations along the way. A higher degree of different parts, is generally more complex. Also, Signs (including maps) represent meaning visual access makes orientation easier certain patterns are more or less complex (oblique symbolically in order to aid wayfinding and can be turns (round)) tend to be more disorienting than both of great help or elements of disorientation. orthogonal turns (right angles). However, the layout complexity should look at the overall shape As with layout complexity, in signage many factors of a path in order to evaluate if it is disorienting. can influence its effectiveness. Poor characteristics in environmental elements such as differentiation, visual access or the layout complexity, can make the best-designed and placed signs to be inefficient for navigation.

Architecture as the Experience

Melbourne, Australia

Space management and museum’s vision

BKK is the architect's firm that worked with ACMI (Australian Centre for the Moving Image ) in the renewal of the museum spaces and entrance area, and they have shared with us their experience working in this project.

ACMI has been located for years in a building initially designed to work as a commercial centre. Thus, the space offers challenges such as the provision of an identity to the building or to deal with a spatial layout of two entrances of equal relevance (see image).

One of the first aspects to highlight about the renovation project at ACMI is how the museum vision of expanding the museum experience beyond its walls was reflected on the architectural works made by BKK Architects. As the building is part of one of the most visited squares in the city (Federal Square), the museum agreed with the architect's firm to give special emphasis to the provision of spaces for people to dwell and engage with the museum content. Thus, these new spaces could serve as an extension of the public spaces around the museum where people tend to gather.

With this goal in mind, one of the key implementations was the design of a “Living stair” that was placed at the path connecting both entries to the museum. Also in this area, some of the museum content was pulled out and displayed. The purpose, again, was to expand the experience beyond walls and better connect with the passers-by.

Thanks to this arrangement, people around can now make a pause and enjoy the museum space within the building without obligations and no ticket is required for it. This space also allows users to connect with different demographic groups and communities. Not only those coming to the museum, but also those that would not have been there if it weren’t for this type of spaces.

On the other hand, the exhibition floor has been arranged in a circle loop that takes visitors through a sequence of exhibition experiences and return them back to the primary foyer where they started the journey.

As part of the renovation planning process, the architect firm BKK included experience design consultants with a background in wayfinding. This helped to see the project from a holistic point of view. This helps them to understand not only the different visitor segments and their levels of engagement with the museum, but also that in some cases, depending on the specific characteristics of the place, less signage is better.

In the particular case of ACMI, the little use of signage responds to two main factors. First, the already smooth navigation the museum space offers to the visitor; and second, the nature of the museum itself. The content of the museum permanent exhibition already offers a lot of movement and a visual effort. Thus, having the less signage as possible helps to not overwhelm the visitor. Only at the interior of the permanent exhibition is where the majority of the wayfinding signage is located.

The new architecture at the museum also plays a key role on how visitors are invited to navigate the space. The entrance and the balcony at the second level free the eyesight of visitors. This enables them to decide where and how they can navigate the space without the museum actually telling them. Thus, people are given the liberty to decide and experience the spaces in their own way. It is in this moment when the beauty of the landscape comes in to contribute to engage visitors and make them dwell in it.

This perspective can be compared to the “playfinding” concept. This concepts highlights that people should wander and explore environments like museums in a less directed and more unanticipated way.

Some of the main suggestion that BKK architects give in terms of wayfinding, indoor navigation, and spatial layout to Future Museum participants are:

. first interrogate the operational model and the way the different groups use the spaces rather than try to focus on the spatial structure. ACMI was told to be quite brave as the focus was on seeing changes in the museum. “Instead of thinking where to do things they focused on how to do them”.

. in terms of spatial structure, it is relevant to properly define a clear spatial circulation as people understand simple ways. Try to make legible without the use of signage.

. in the cases where signage is required try to think about pictograms as an universal way to communicate and clarify navigation.

. museums confined to the structure of a building should try to analyse every space of the museum in order to evaluate which of them can be worked harder (bring exhibitions, activities, services, etc.) and which spaces should be set free for the visitor benefit.

. Finally, the key is to understand visitors and their needs and make the museum a place to stay and be used by them.

A valuable lesson provided from this case is that visitor guidance is not only about placing the correct signs, landmarks and hints at strategic places within a space to help to navigate people. It is also about understanding visitors and guide them to those areas and spaces that are more likely to fulfil their needs and try to let them discover which are those needs.

The spatial layout analysis tool

As mentioned before, the characteristic of the environment is a key aspect playing an important role on influencing wayfinding behaviors. In this context, there have been already several efforts in different sectors (architecture, urban design, behavioral geography, environmental psychology, computer science, etc.) to help to improve the understanding of wayfinding.

One of those efforts was the one initiated by Bill Hillier who developed the concept of Space Syntax. This concept refers to a set of theories and methods (that can be applied individually or in combination with one another), built on quantitative analysis and geospatial computer technology, for the analysis of the configuration of spatial layouts of all kinds and at all scales. Defined, Space Syntax is a science-based, human-focused approach that investigates relationships between spatial layout and a range of social, economic and environmental phenomena. This means that the concepts and analytical techniques for this purpose already exist, but the challenge that Space Syntax addresses is to apply these tools to planning practice and improve built environments.

In this context, it is highly relevant for the planning and design of well-functioning spaces to know that the spatial structure is a determinant for functionality. For example, the arrangement of buildings and the street network set up play a key role in the social and cultural relationships of the society, as well as in the socioeconomic activities.

Space syntax is a method equally applied to the layout of indoor spaces. It provides formal descriptions of built environments and evaluation of their legibility (degree to which the designed features of the environment aid people in creating an effective mental map of the spaces and their relationships within a building). These descriptions then can be used to understand wayfinding behaviors. For example, that wayfinders are inclined to walk in areas with higher connectivity of routes and visibility.

Source: Yamu, C. Bill Hilllier’s Legacy: Space Syntax. A Synopsis of Basic Concepts, Measures, and Empirical Application / Space Syntax Network © Future Museum, 2021 24 Space Syntax

Museum Wayfinding Analysis

British Museum, London, UK

Space syntax analysis

Through the years a Space Syntax network was shaped. This network is continuously developing new digital technologies and design methods through live-testing of new ideas just as an accelerator of innovation. This network was commissioned by the British Museum to study the visitor movement patterns (how visitors used the museum) and the spatial layout of the museum and the effects these two have on the visitor experience.

For this purpose, a visitor movement survey was run to help to understand the relationship between spatial layout design and visitor activity, as well as to identify pinch points and under-used areas. Also, a visitors movement traces study was performed in order to record the actual paths taken by individual users in navigating through the building. This provides valuable information not only of the different types of individual journeys but also to understand common wayfinding characteristics (e.g., decision making points).

The research included different methods such as: observations of pedestrian flows; user routes and stationary activities; wayfinding studies; visibility analysis of public spaces; spatial accessibility analysis; option testing and evaluation; pedestrian movement simulation; entrances’ level of service; gallery occupation capacity analysis; visitors increase forecast and likely distribution within the building; and evidence-based design advice.

Using the data of the observation studies and that one provided by the museum, it was possible for the network to assess the occupation capacity of entrances and gallery spaces; to show key decision-making points while users navigate; as well as to estimate the capacity for future growth. Finally, strategic and design solutions, as well as management changes, were proposed with the aim to extend and enhance visitor engagement with the collection.

Source: Space Syntax Network © Future Museum, 2021 26 + Lessons from other sectors

02 © Future Museum, 2021 27 CITIES AND SHOPPING MALLS

Totems and Kiosks

Digital signage, in the form of totems or kiosks, have become one of the most innovative ways for visitor In the case of museums, totems could be considered a great option for visitor guidance if placed at the guidance and information. Specially, because they are ideal for places with a high number of wayfinding vicinity of the building. This could mean that not only the information related to the overall destination options or where information constantly changes and/or needs to be periodically updated (e.g., cities, or where the museum is located could be included, but also that one relevant for the indoor museum shopping centres). Moreover, their touchscreen technology make them highly interactive and allow experience. Digital signage in the shape of totems are commonly seen as massive structures with huge multiple users to use one device at the same time. And through a Content Management Server (CMS), screens that could be believed to be visual disruptions, specially for museums in old historical buildings. aspects such as loops of information (length of time that elapses before content is repeated), schedules, However, their wide range of shapes, colour and sizes are a great tool to help them blend with the or several devices can be monitored all at the same time. environment there are deployed at.

Cities and tourism destinations are using a wide range of visitor guidance systems, among them digital signage technology. This provides visitors with access to information about how to navigate around the city (either on foot or by public transport) via easy-to-use detailed maps and digital interactive displays showing the routes to take. With the use of QR codes, routes can be transferred and displayed in mobile devices. Moreover, they can inform about weather, city services, advertising (e.g., events), emergency assistance and notification, online support, public transportation schedule, local community information, or even serve as charging stations, or free public Wi-Fi points. Important to mention is that the great majority of totems and kiosk are now weather resistant (heat, rain, dust, variances in temperature, etc.). In terms of visitor guidance and wayfinding, kiosks and totems can provide not only clear and easy paths available for pedestrians or bikers, but also appealing routes through the city.

Shopping centres are perhaps one of the sectors with a long tradition of the use of totem indoors. They not only provide wayfinding services for visitors, but also serve as a powerful marketing solution that shows rich media content.

The Navigation Maze

How to naturally navigate visitors

It is well known that IKEA has one of the most effective and intuitive wayfinding methods anywhere in the world. The method also plays a key role on how the company makes business as it makes visitors to look at more products and spend as much time as possible.

Of course this is possible because stores are purpose-built in order to create a fixed-flow in the shape of a maze where shoppers are forced to follow a specific navigation method. At first sight this might sound as not the best experience for visitors. However, the way the products are laid as an exhibition and the laissez-faire culture the company offers are the key factors complementing and avoiding this to be nightmare for visitors.

Moreover, although visitor navigation seems to work by itself, indoor signage also plays a relevant role in showing the right route and destination to visitors, while any possible feeling of frustration is prevented. However, the signage is scarce and limited to arrows that are projected through light onto the path at key locations helping visitors to stay on track. In this regard, an important aspect to mention is that even though the stores are organised as mazes, the store map on the visitor signage is shown as a straight-line diagram (like a subway linear route map where each ‘stop’ refers to a product category).

In this context, the so much needed (and previously explained in this report) spatial orientation at large venues simply becomes irrelevant. Once the visitors are in the maze they abandon any need to know where they are and start going just with the flow.

More recently IKEA has decided to start replacing in some stores the traditional signage with a digital wayfinding solution (Maptomize) to display and manage interactive floor plans. In it, Interactive touchscreen maps clearly show the route and ensure visitors navigate to the correct destination.

Complex operation and architecture

One of the sectors where wayfinding and signage systems play one of the most relevant roles is at The provision of large glass areas in indoor spaces is another common characteristic of airports. This is airports, and museums can learn a lot from it. In specific, how signage system at airports deals with the relevant to consider for other sectors in terms of wayfinding, as it makes it possible for users to see the architecture complexity that characterises the industry (architecture is considered the number one factor in distant locations they are heading and provides them with the sense of comfort previously mentioned. the sector impacting passengers’ wayfinding experience). Thus, the airport architecture seeks for an effective building planning to simplify the architectural space and make it as straightforward as possible. The walk vs ride (shuttle buses or trains within the airport) when connecting flights is another of the challenging guidance scenarios in airports that require a global analysis for a comprehensive solution. The Wayfinding systems at airport terminals are not expected to be the tools to overcome architectural challenge is to communicate if a passenger should walk to their gate or take the ride according to what’s wayfinding barriers. Instead, the industry tries to evaluate the architectural project from a passenger’s faster or more convenient. wayfinding perspective and, in this way, evaluate the opportunities to correct architectural problems if possible. This means that flow scenarios are developed for each group of people navigating airports (e.g., family; drivers picking up or dropping off passengers, passengers with disabilities, non-travelling visitors (to receive or say goodbye), ground transportation drivers, delivery drivers, or airport employees). In addition, circulation analysis are run using floor plans in order to plot the wayfinding routes

Airports are locations with multiple levels and buildings in one. Moreover, the fact that the visitor guidance requires the efficient and clear flow of travellers not only at the terminal itself but also at near by roads or parking facilities makes it even more complex. This requires a holistic view tying all this spaces together in order to understand linear and nonlinear wayfinding scenarios. These last ones are key as although they are the most difficult to identify and support, but also the ones that, when identified, bring the biggest improvements to passengers experience. Axonometric diagrams are an excellent method to understand and evaluate passenger flows at airports with blue lines describing the navigation of arrivals and red lines of those departing.

Zoning

In normal situations, finding the way in big buildings already implies a certain degree of complexity. Moreover, a great part of a successful navigation and guidance system within a hospital depends on how However, if a complex nature of services and a sense of urgency are added, the situation becomes even the service circulation and signage is separated from that one of the general public circulation. This more critical and requires an even more effective visitor guidance system. This is the case of hospitals ensures that the overall navigation system is functional for the different groups circulating in it. which is, perhaps together with the aviation industry, the sector that most relevance gives to the implication of wayfinding methods in the development of its infrastructure planning. Finally, one of the specific requirements for visitor signage in a hospital (and also airports) is its ability to adapt to the continuous expansion this sector tends to go through. This, in turn, forces the personnel to No one visits a a hospital without a specific reason, whether it’s for a lab test, doctor’s appointment or to learn and get familiar with new routes and spaces. visit a patient, and many of those visits are first-time visitors or visit them rarely. Thus, some of the main goals of a visitor guidance systems in hospitals are to reduce the stress among patients and make it clear for them where they are, where they need to go and how they can get there; save time as a crucial element in the efficiency of hospital operations; and reduce the workload of the staff since no personal assistance should be required in order to allow the personnel to focus on other critical tasks.

Another wayfinding aspect to highlight from hospitals is their effort to define the spatial layout. This is done through the identification and understanding of the different spatial units in the hospital with the aim to group them in zones. For this purpose, aspects such as the homogeneity of services and needs; facilities; functions; and even type of users are taken into consideration. Comprehending the relationships between zones (including the physical and visual access between them), together with the recording of the user movements to trace possible dilemmas in the flow, allows to create the base for the integration of a hospital’s visitor signage. This means that deviations to the circulation system in particular areas should be studied together with the system as whole.

In certain situations, signage turns to be less about leading people towards a destination, and more about providing them with supplemental knowledge along the way, or even preventing them to go towards specific destinations. In the case of hospitals, to avoid people going into dangerous areas where they can put themselves, and others around, under risk.

In the case of emergencies everything is about evacuating people as quickly and safely as possible. In this case, not only highly understandable and visible signage is required, but also a correct illumination. In this situations, illumination plays a vital role on guiding people to the different exists in of the building. Technology such as the one provided by Zumtobel, can cover long corridors and high rooms with flat illumination that helps to minimise panic. This is especially important in the museum sector where exhibition rooms are commonly deprived from windows that provide natural light, which, in turn, is more likely to boost panic in emergencies.

Emergencies is not only about evacuation, but also about taking action. Therefore, it is important to guide people’s attention towards safety-critical objects such as first-aid boxes, fire extinguishers, or alarm stations, that are critical for safety. This can also be achieved with the proper illumination.

Zoning to Create Experiences

Seattle, USA.

Art and zoning for wayfinding

Stress in hospitals, specially those for children, can be potentially high, thus, wayfinding signage needs to be very clear to avoid distractions from relevant information. In this context, art can be a great contribution to this purpose while at the same time it helps to create environments that promote healing, offer calming and imaginative experiences, and serve as a positive distraction for patients and their families. This is the case of the Seattle Children hospital.

The hospital, with the help of Studio SC design company, remodelled its spaces and created four wayfinding zones not only to engage patients and visitors, but also as a way to unify the entire building.

The spaces in the hospital are themed around natural environments (Forest, River, Mountains and Ocean) of the Pacific Northwest (the region the hospital serves). Each of them with specific colours, icons and animals (bears, otters, etc.) that are represented in floor-to-ceiling murals at key landmarks. In this way, children can create games, stories, and find positive distractions.

The signage components complement the mural and help to provide clear wayfinding information. For example, elevators in specifics zones are named after a distinctive animal that can be found in that specific area. Specific icons are also placed at zone entries as large illuminated disks and a smaller scale version is also placed on every room.

Source: The Society of Experiential Graphic Design © Future Museum, 2021 35 In this system, colour plays a relevant role as it is used across whole areas helping to unify directories and directional signs for an improved guidance.

Finally, the design team created a room-numbering strategy based on zone, subzone, level, and rooms to help patient families and team to understand quickly where specific rooms are located.

There are several lessons to learn from this case. First, it is important to consider how wayfinding can serve as a tool that goes beyond the functional necessity and also serves to improve the competitive advantage and make a brand statement. Second, when a wayfinding system is approached holistically it is possible to create a more comprehensive effect of recognition. And third, the set up or improvement of wayfinding systems has way more possibilities to be successful when the several parties are actively involved in the project (architects, design and illustration company, and the organisation itself)

“There needed to be a level of simplicity and familiarity, and also the right materials, colors and textures to be consistent with the architecture. Finding the right balance was very intense and gratifying work” - Lisa Reitzes, Facility Design Project Manager for Seattle Children’s

Source: The Society of Experiential Graphic Design © Future Museum, 2021 36 + Accessibility

02 © Future Museum, 2021 37 ACCESSIBILITY AND MUSEUM PLANNING

Signage should be adapted in order to target different groups. These groups can be either visitors, Even after reaching the museums, wheelchair users are confronted with situations such as the lack of a patients, staff and persons with access authorisation, suppliers with knowledge or not about the location, ramp between the road and the sidewalk, or the entrances for wheelchairs far away from the regular children, elderly or those with disabilities. This definition is relevant as the specific characteristics of each entrance. This separates them from their companions and creates a sentiment of exclusion. In this case the group has effect on the design and visual appearance of both the building and the information or guiding use of wayfinding systems (digital or analogue) can help to define special routes for People with Reduced system. Mobility.

In this context, one of the most relevant groups for museums is people with disabilities. This not only It is understandable that fixing spaces to make them accessible for all isn’t easy. However, for many because museums need to comply with specific regulations, but also because it helps them to build up architects, designing rooms, buildings, and homes having, for example, the deaf and hard of hearing their reputation as inclusive institutions. Even more for those specialised in the education and community in mind is commonly not a priority. This is reflected when panels that absorb sound in favour representation of these groups (e.g., museums of human rights). of this group are not added to the structure of buildings just to avoid disrupting the interior design of the building. Or when modern decoration trends (e.g., use of industrial-style metal chairs and high, exposed It is well known that impaired people can face considerable difficulties in terms of accessibility and visitor ceilings) are prioritized over the communication requirements of hearing-impaired people (e.g., use of soft guidance not only in public buildings but also across the city and transit systems. For example, people in goods, such as curtains, upholstery, or carpets). wheelchairs feel isolated if tall furniture is used (high counters at the cashier, information desk, earphone-rental station, and shops). This prevents comfortable communication as they cannot see the face In this context, acoustic wayfinding involves using a variety of auditory cues which are the primary of the person they talk to. Moreover, not proper furniture can prevent them from reaching out and get substitute for visual information helping those with hearing conditions to understand the spatial context pamphlets from desks or will force them to bend down to read labels while using crutches. All this hinders and orient themselves. If this is not recognised in the museum architecture and planning, this group is just the effectiveness of museums as community educators. simply left out. Thus, people with impaired vision and hearing require their inclusion since early stages of museum planning or renovation works. It is also common for people on wheelchairs to already find troubles while reaching the vicinity of museums (e.g., while using public transport).

Universal Design is a concept which demands all spaces and products (including wayfinding systems) within the building architecture should be usable under all circumstances for many people as possible, regardless their age, ability, gender or cultural background. This is a people-oriented design approach, and it is based on the principles of equitable use; flexibility in use; simple and intuitive use; perceptible information; tolerance for error; low physical effort; size and space for approach and use. The Universal Design Institute, in USA, has defined the detailed guidelines highlighting the important aspects a building design needs to fulfil according to this approach.

Nowadays “freedom from barrier” is a fixed component of standards and public law regulations around the world, and together with “ease of access for all users” are important considerations which have a great influence on the design and effect of spaces and signage. In this context, the signage used for visitor guidance, specially in a museum, should be linked to the building in terms of design and building law (visual, auditory and tactile conditions).

As an example, at the Bode Museum Berlin the information is provided according to universal design principles, since information monitors can be height-adjusted to be easily readable from both a standing and a seated position

Source: Signage - Spatial Orientation © Future Museum, 2021 39 Deaf Space Design

Deaf Space Design is a concept emerged in the Gallaudet University, which known as a premier institution of learning, teaching and research for deaf and hard-of-hearing students. The concept is in a way a critique to the idea of Universal Design previously mentioned where everything should fit all. Instead, the suggestion is to understand how different people really use and move through space and make the changes that they require.

One of the most fundamental elements of Deaf Space Design is the lighting. It’s not about making things brighter but about finding a balance. For example, some visual-impaired people prefer dimmer lights, while others need brighter illumination for lip-reading. The balance becomes even more important at night.

The concept also addresses aspects such as the colour scheme of a building or its elements, as this can change the way people interact with it. For example, it promotes the use of colours that are distinct from anyone’s skin pigmentation in order to make it easier to see the fingers of a person using sign language.

The space is another factor taken into consideration. For example, conference rooms that are arranged as deep rooms with straight rows do not allow lip reading. Those Deaf Space Design promotes structures where people can sit in squares or circles and not rectilinearly. The concept even addresses aspects such as the space two deaf people using signs need while walking. This needs to be wider than that one used by two people hearing each other. Moreover, having wider corridors, at the end, can be a benefit for all spatial users.

Source: Gallaudet University © Future Museum, 2021 40 INCLUSION TECHNOLOGY, INFRASTRUCTURE AND GUIDANCE

Hearing Loops/Induction loops & Remote Infrared Auditory Signage

Induction or hearing loops is an assistive listening technology which produce a signal that connects directly to an enabled hearing aid, enabling people with hearing loss to listen to clear intelligible sound regardless of background noise or the distance to the sound they want to hear. This is because hearing loops create an alternating magnetic field at audio frequencies which provide an input signal for enabled hearing aids, implants or hand-held receivers.

Conference rooms are common areas with hearing loops coverage. The simplest way to cover these areas is through a perimeter loop with a cable laid around the perimeter of the room. With the use of a hand- help microphone the sound can be transmitted to the loop system through an amplifier creating a magnetic field that transmits an audio frequency. Then the magnetic field induces a current to the hearing aid which is then translated to audio. Many modern buildings contain metal that absorb the hearing loop magnetic field. However, modern loops layouts can already address magnetic field degradation and signal spills.

Another technology helping people with visual or cognitive disabilities to navigate through the environment and related to the infrastructure of buildings, is Remote Infrared Auditory Signage (RIAS). It consists of placing infrared (IR) transmitters across the building (normally near key elements such as elevators, ticket vending machines, drinking fountains, public restrooms, etc.) which repeatedly send an encoded spoken version of the signage content and the place where it is posted. Visitors with disabilities receive the infrared signals through a hand-held IR receiver when pointed to the transmitters where the information is converted in audio and finally communicated to the traveller.

Source: Ampetronic © Future Museum, 2021 41 Court House Ostallgäu

Wayfinding for Impaired

Ostallgäu, Bavaria, Germany.

The Design Group Koop developed a wayfinding system for the Ostallgäu District Office in Germany, that sought to provide clear guidance for both people with and without handicaps.

The structure of the building, at first glance, seemed to have no problems for the inclusion of wayfinding tools. However, the group realised that it had 2, 3 or 4 levels, with long, narrow corridors, that offered almost no space for information, either on walls, floors or ceilings.

In this context, the design group first needed to think about the place where to show the information. They created free-standing information elements, blending with the environment, with the ideal height and an inclination of 15°. On them all the information was presented with texture, in pyramid font, and available in tactile Braille. Each of them also included a tactile floor plan in the direction of view to provide additional and helpful information for all sighted visitors. Moreover, the free-standing elements also contained a special feature; via a button visitors can have all the contents read aloud. This means that all the information was available for seeing, touching and hearing.

Together with these elements, wall versions for staircases, small door plates on individual rooms, and a tactile model of the building in front of the entrance were also installed.

Source: Design Gruppe Koop © Future Museum, 2021 43 Canadian Museum of Human Rights

Inclusion and Architecture

Winnipeg, Canada.

© Future Museum, 2021 44 For the Canadian Museum of Human Rights (CMHR), inclusion has been always at the . Redundant sensory cues (visual, audible and tactile) forefront and a key characteristics of its corporate culture. Therefore, from the very . Location of wayfinding signage is consistent throughout the building beginning the museum had planners designing the museum spaces taking into consideration people with disabilities. It even established an inclusive design advisory . YAH (You are here) maps are provided throughout the museum in strategic places for committee with people with disabilities from across Canada). In this way, it was possible spatial orientation (elevators and ramps) to avoid the need to adapt the museum in later phases in order to make it accessible for those with disabilities.

Regarding its guidance system and infrastructure, the CMHR is believed to be a challenging building to navigate due to its architecture. Thus, several design elements in the wayfinding system have been included to overcome those navigation challenges:

. Tactile floor indicators (on ramps and at entrances) . Directional signs are tactile (Braille) and in upper case only (upper case tactile lettering is easier and quicker to read) . Symbols on wayfinding are limited to the most internationally recognisable signs . Visitor signage with a at least 90% contrast between the text and the background . Even and effective lighting for all circulation areas and for signage visibility . Cues for circulation options throughout the building (stairs, ramps, elevators) . Effective communication of visitor amenities (ticketing, washrooms, coat check, etc.)

Source: Canadian Museum of Human Rights © Future Museum, 2021 45 Moreover, the museum has placed more than 150 beacons through the museum to deliver content to the mobile devices of visitors through a museum app. This app enables text-to-speech to describe text or visual attributes. The use of Universal Access Points with raised numbers, Braille language and tactile floor markets throughout the museum, allow impaired visitors to know the location of beacons which provide them with new information when getting close to them. The user just need to use the “Near Me” mode in the museum app to activate this function.

The museum also offers all its tours in sign language (with two weeks notice in advance); all its videos have descriptive audio (English and French), sign‐language interpretation, open captions, individual volume control and digital touchscreens to zoom in and out. The museum seeks to continuously improve its standards and to learn from what works and what doesn’t to provide more inclusive experiences for visitors.

Source: Canadian Museum of Human Rights © Future Museum, 2021 46 Guidance Systems and Technology

+ Traditional signage + Internationalisation + Technology + Out of the box 03 © Future Museum, 2021 47 WHAT TO EXPECT IN THIS CHAPTER

When talking about modern visitor guidance, we do not exclusively refer to those navigation systems using digital technology, but to all type of innovative ways of wayfinding tools. Thus, in this chapter we seek to provide an overview of different types of outstanding and innovative ways of wayfinding with focus on their interaction with the spatial and architectural layout.

First a summary of the main principles for effective wayfinding tools and guiding is provided as the connector with previous chapters and as a guide to consider in the implementation of any of the different types of wayfinding here presented.

Moreover, some remarkable examples of traditional and digital wayfinding systems are provided specially those with close interaction with the shapes, structures, spaces and colours of the environment where they are deployed. Moreover, an evaluation of the main benefits, possible drawbacks and overall functioning of IPS is made with focus on how these interact with the physical environment (e.g., installations, performance through obstacles, reach, etc.)

Finally, a quick view to what could be considered innovative or out of the box guidance systems or tools is provided. The aim is to trigger and bring imaginative ideas to guide visitors not only in terms of location but also their sight and attention to, for example, artworks.

1. Create an identity at each 2. Use landmarks to give 3. Create well-structured paths 4. Create regions of differing location orientation clues and visual character memorable locations

Museums should provide every location at the Landmarks within the museum serve as Well structured paths have a clear beginning, The division of the space into regions with a museum with a unique perceptual identity. This orientation. If visitors know where the landmark is middle, and end when viewed in each direction distinct set of visual attributes is a great way to allows visitors to associate immediate surroundings in relation to their position, they also know where and maintains the visitors’ orientation respect the assist in wayfinding and guiding the visitor, with a location in the larger-scale space. This they are and which way they are facing. next landmark along the path and the eventual specially for 3D representations or maps. These means that every place in the museum should destination. This is of great help for when using distinctive attributes can be related to its visual function as a landmark. Landmarks used need to be visible or be seeing spatial timelines, as the start and end of the appearance (e.g., color of walls or light levels), from a large surrounding area. Besides helping timeline create the path. The progress made function or use, or content that is consistently and Giving identity to each part of the museum makes with orientation, landmarks can also serve as a through it is marked by moving from one concept exclusively maintained within the region. The it distinguishable from the rest, while those spaces memorable location. or message to the next. boundaries don’t need to be sharply defined but with common attributes should be grouped. need to be clearly visible. The National Museum of Natural History’s placed a time tower at the fossils exhibit as a valuable Through the navigation within regions visitors can physical landmark and point of reference with wide distinguish one part of the space from another and visibility. At the same time, it communicates when they have moved across the regions’ relevant information regarding the exhibit. boundaries.

© Future Museum, 2021 49 5. Don't give the user too 6. Provide navigators or maps 7. Provide signs at decision 8. Use sight lines to show many choices in navigation points to help wayfinding what's ahead. decisions

If the museums has a story to tell, the wayfinding Maps are valuable navigation aid as they are Placing signs at decision points, meaning where This provides visitors with a more extensive view design should be coherent for every route the mainly the basis for the visitor's mental map of visitors make a wayfinding decision. Information and enough information about what is ahead in a visitors might take. the museum. provided through the signs should be relevant for particular direction with the goal to encourage both the immediate navigation decision and the them to move further in that direction. Then the This means the story should be communicated at Maps place the entire space in one single view larger goal of visitor navigation. Thus, signs need visitor can decide if it is of interest or not. every path the visitors might take to eventually helping visitors to identify their location and the to inform the visitor about the correct route. make them return to the main story (path) from objects and areas in the immediate vicinity; the To make the sight line interesting it is possible to possible side-tours or explorations. different destinations within the museum that are To the question, where to place the sign? The include a bait strong enough to spark the visitor’s available and the routes taking them there; as answer will depend on the cost of making a wrong interest. Thus, lines can be thought also as an well as the size of the space and distances needed navigation choice for the visitor. If it is high or if alternative to a sign. to reach specific places or paths. there is insufficient information available to make the correct choice, a sign would be needed.

To the question is what to include in the sign? This would depend on the relevance of the destination; how frequently is this a goal for the visitors; its proximity to the destination; and its utility and how it helps the visitors to complete a task.

03 © Future Museum, 2021 51 TRADITIONAL SIGNAGE AND NAVIGATION

Aspects to consider

Although the following can be believed to be key insights for the successful deployment of physical wayfinding solutions, the y can of course be considered for digital wayfinding ones.

Location: visitor signage should be placed after analysing where people are most likely to look for Frequency: Depending on the complexity of the architectural space, the fewer the signs the better. any specific information and consider decision points. Thus, location does not only refers to visibility and This simplifies the system, reduces visual overcrowding and reduces costs. However, additional signs might legibility, but it also affects decision-making. be needed to compensate the lack of an intuitive wayfinding design.

Visibility: it refers to the exact position where people are most likely to look for guidance, taking Colour: It can be an effective tool to speed up people’s visual search and help them locate the into consideration visual angles from the natural line of vision, light (both during day and at night), as specific information they need on the sign. well as consistency in the sign placement along the way. Continuity and Connectivity: the wayfinding system establishes clear routes throughout Legibility: taking into consideration factors such as distance and height of signage (e.g., 12 meters the whole building either through linear wayfinding scenarios (each decision point as a link in a of viewing distance for every 2.5 cm of letter height is commonly recommended in normal situations). wayfinding chain where each link is connected), or non-linear ones (analogous to a spider web where Regarding the size of symbols, this should be based on the legibility of the least legible symbol and every strand of the web is connected). This last one implies that it is impossible to touch any key point in should always be of a uniform size. Moreover, some symbols are by nature more legible than others. the web without the rest of the system being moved or affected.

Format: It refers to the consistent application of the typography, symbology, arrows and message along all the elements of the system. This helps to improve confidence in the wayfinding system.

Underpass Karlsplatz Munich

Geometric shapes are commonly used as framework for making The system, in this case, is supported by the architecture, as the guidance systems to stand out and differentiate. Not only from other landmarks (electric stairs) are visible from every point. systems but from the environment they are deployed at.

Moreover, visitor guidance systems tend to adopt figures that are part of the environments they are deployed at. This is the case of, for example, the mall-like signage implemented in the underpass at the Karlsplatz, in Munich, which took inspiration on the encircling Stachus rondel located above on the square.

Besides the goals of homologating the environment out, the circular form of the signage system had the aim to redesign the confusing circulation that occurred on the site previously. As consequence of using similar references between the above and the below grounds, visitors can orientate themselves better in the underground. The circular central structure is the element at which all routes converge.

Metal rings of different diameters were placed on the ceiling not only to carry the signage but also to match its previous design. The guiding elements of the system (texts, arrows, pictograms, etc.) are integrated in the inside and outside of the rings which makes them readable from all points.

Source: Kling, B. Signage © Future Museum, 2021 53 Victoria and Albert Museum

Another example of the use of shapes in wayfinding is the case of the Victoria and Albert Museum. The museum has understood that by placing the signage system within frames, it can stand out and at the same time respect the architecture of the environment.

“I have often noticed that we are not able to look at what we have in front of us, unless it is inside a frame” – Abbas Kiarostami, Iranian Film Director

Source: SpaceAgency © Future Museum, 2021 54 USE OF FLOORS

Katta Civic Polyclinic

The use of floors as part of the visitor guidance system is, perhaps, one of the most architecture friendly ways for integrating signage to the interior of a building and avoid as much as possible the disruption of the visual environment. Specially, if the systems blends itself with the environment in both shape and colour.

That is the case of the Katta Civic Polyclinic in Tokyo. In it, the visitor guidance system has taken a minimalistic approach, as all the information provided is reduced to the essential in both floors and walls. The signage uses red crosses at intersections, including information and signs such as arrows, that work with the medical environment.

Another great example of the use of the floor as the canvas of the visitor guidance systems, is the one created by the Studio dn&co's for the technology hub at the London's Here East campus. Specially, because the signage uses lines and symbols based on electronic diagrams that emulate an electric circuit that connect the different elements of the building (stairs, elevators, etc.).

This could be seen as a more disturbing design; however, it responds to the spirit of the campus and serves as a reference of the technology organisations residing in it. It is even seen as part of the visitor’s experience.

Source: Dezeen © Future Museum, 2021 56 USE OF COLOURS AND ZONING

As mentioned previously, the use of colours is one of the most helpful tools in wayfinding, specially when combined with the creation of regions or zoning of the space. This contributes to both differentiate and unify specific areas and components within zones and to ratify the idea that signage is more that the sum of signs.

Although the use of colours for zoning is more common in outdoor environments similar to university campus, depending on thecom plexity of the building, this can also be implemented indoors (see the Seattle Hospital case presented in the previous section).

Deutsches Elektronen-Synchrotron King Abdulaziz City for Science

Another example of zoning through the use of colours is the one implemented at the Deutsches Similar is the project developed by the Space Agency for the King Abdulaziz City for Science and Elektronen-Synchrotron (DESY) and the University of Hamburg. Both institutions share space due to their Technology. The complex comprises several technology related institutes and centres and the use of colour constant cooperation and together shape a “small city”. The signage systems helps to differentiate the and zoning helps to not only guide visitor, but it also provides identity to the different areas. areas in the campus and adds logics to the navigation. Plus, it gives the areas a bit of identity.

Source: Design Gruppe Koop / Space Agency © Future Museum, 2021 57 USE OF TOTEMS OR STELES

Totems and steles are elements of wayfinding commonly located at key points of a destination. They not only serve as navigation landmarks for visitors, but also a relevant points of information as they allow a more complete and aggregated information in comparison with other wayfinding elements. This type of wayfinding elements can be of great benefit in order to draw the attention of passers-by to an entrance that is stepped back from the street. In this context, although there are cities that restrict billboards altogether, every day more and more (even small ones like Zofingen in Switzerland) have deployed wayfinding systems to guide visitors within the destination. Thus, lobbying work with local governments is needed in order to agree on strategic locations for wayfinding elements that can benefit the museum.

Totems and Steles are also commonly believed to be huge elements that can disrupt the environment, specially when talking about indoors spaces such as old historical buildings. However, they are designed in order to blend seamlessly with the environment (indoor and outdoor). Even digital totems are becoming everyday both slimmer and more compact.

Cincinnati Museum Center Museum of Byzantine Culture

Examples of traditional steles that blend with historical buildings are the ones located within the The Museum of Byzantine Culture, one of the most important museums in Greece, commissioned the Cincinnati Museum Center, located in the Cincinnati Union Terminal. This building was declared a agency Beetroot to develop monolithic information tablets in and outside of the building. The designed National Historic Landmark and, in 2016, went into renovation works, included its signage. The totems or monoliths were rectangles that are pulled out to shape a polygon that points towards the understanding and interpretation of the historic guidelines was a key component of the design. A prove direction visitors should navigate. The information displayed uses three-dimensional mosaic icons. that modern physical guidance can be smoothly blended in historical buildings.

Chiba University College of Liberal Arts & Science Vancouver Community Library

Just as with the floors, walls can also be elements where to incorporate visitor guidance and maintain At the Vancouver Community Library, the wayfinding system has been integrated onto the underside of architectural disruptions to the minimum possible. the exposed staircase to orientate visitors regarding the library sections and collections on its different levels. This is supported with a directory providing more detailed information located at the base of the As an example, the Chiba University College of Liberal Arts and Science is a new faculty that has been staircase and numbers embedded to the walls. The signage also aims to encourage the use of stairs established within a historic national university and building. Thus, it was planned according to an old instead of the elevator. architecture project. A situation that, as mentioned at the beginning of this report, is commonly experienced in the cultural sector.

In this context, the designer company mix llc. was in charge of the wayfinding system design and decided to respect the structures but to create a graphic and contextualised staircase space. They created also a map representing diversity and no borders; and overlapping lines showing a message of a big world where various values exist and are embraced by each other. As a result, students voluntarily chose to take the stairs more often instead of the elevator and turned the stairs into a creative communication space.

Another project using the wall and stairs as part of the wayfinding system is the one designed for the Holon Museum. In it two dimensional arrows have been transformed into three dimensional ones. This means that shadows and lights play a key role on the design of the signage.

Moreover, in this case, the information is presented in three different languages with a specifically designed font for this purpose.

Several more ideas on innovative wayfinding systems can be found in the Best Wayfinding Design, the SEGD Magazines (Society for Experiential Graphic Design), or at the IIID Award 2020 e-books. This e-books also offer information of several design agencies. The Sign Design Society can be a great source to find organisations managing, designing, fabricating and implementing wayfinding, environmental and experiential graphics and signage projects.

Blending Guidance System with the Destination

Yinchuan, Ningxia Hui, China

The Art Museum Han Meilin was built to house the more than 1,000 art pieces this contemporary artist donated to the Yinchuan government. The museum is located at the foothills of the Helan Mountain, near Yinchua, and are known due to the rock paintings that have been found there.

Its structure emulates a natural form born out of the rock and all the elements of wayfinding designed by Trycool Culture & Art Development were inspired in this landscape.

The aim was to ensure wayfinding elements blended into the built environment and reflected the spirit of the mountain. Also, the wayfinding systems seeks to outline the relationship between the mountains and the museum, but also with the features of the artist’s artwork.

One of the main aspects to highlight is the way the exterior signage (forms dimensions and materials) of the museum blends with the natural environment. In specific, the signage monolith made of glass helps to keep the natural background.

Source: SEGD © Future Museum, 2021 62 “ It not only connects conceptually to its surrounding area, but blends extremely well to the point that it becomes something more than simply a form of wayfinding“ – SEGD’s Jury Comment

As the spirit of the mountain was brought within the interior design of the museum, the wayfinding systems also took it as a reference. Triangle forms were used for all the wayfinding elements within the museum and the style of old drawings were combined with modern language to provide orientation to visitors. Overall, the wayfinding solution is at one with the museum and its environment

One aspect to highlight is that although the information design was unified, slight changes in the signage based on location were added in order to tackle the challenge that the exhibition space configuration offered (some exhibitions were staged in open corridors, while others in semi-closed spaces with a particular theme).

Source: SEGD © Future Museum, 2021 63 TATE

Research and Wayfinding

St. Ives, UK.

DDC Design and Ergonomics

In 2018, CDD Design and Ergonomics was commissioned by Tate St. Ives to create a new wayfinding system for the gallery after it went through some renovation works. The aim was to give the gallery a fresh perspective that focused on the visitors’ needs, while being empathetic to the nature of the space and the architecture.

A key aspect of the successful implementation and functioning of the system was the research done in advance based on psychological principles. In it, both visitors and staff were questioned to identify wayfinding challenges, visitor types, and meet the needs of the new structure of the gallery in terms of visitor experience. Specially, because some people like to know what to expect, while others prefer a bit of freedom, so a mix of both is commonly used.

In this way, pain points within the gallery were identified and specific interventions were designed and implemented at key points in order to push the conversation between the gallery and its visitors

Before the final deployment, a temporary wayfinding system was created as the basis for observational testing and refining. The focus was to bring visitors in a holistic journey through the galleries, as well as to address the needs of the staff.

Source: CCD / Museum + Heritage Advisor © Future Museum, 2021 65 A key element to consider for the signage was that it needed to be not only minimalistic c and elegant, but at the same visible and effective. This means it should be attractive to the visitors and encourage them to visit all the spaces.

As a result, the signage of the system evokes a 3D circle reflecting the architecture of the gallery and its origins as a gasworks and gasholder. Each gallery counts with its own colour-matched signage and information is offered at key intersections.

Every time visitors enter a space is important to give them a snapshot of the space so they can plan their journey. That is why the wayfinding signage informs visitors from the very beginning about the layout of the gallery through a line map that shows how many floors and what they can find on each floor.

On site research (e.g., questionnaires) and observations (e.g., visitor behaviour) were conducted once the gallery reopened about how visitors navigated. This helped to reinforce information at certain points. Moreover, an analogue interactive wall was created to offer visitors the opportunity to give their feedback in a more positive and interactive way than on questionnaires. For this round pieces of paper matching the wayfinding system were hanged from the wall where visitors could draw or write how they feel after seeing the space.

Source: CCD / Museum + Heritage Advisor © Future Museum, 2021 66 + Internationalisation

03 © Future Museum, 2021 67 PICTOGRAMS

Pictograms and symbols which reduce messages in information and orientation systems to small -clearly readable symbols. They are the oldest form of visual communication, and we are all surrounded by them in our daily life which makes them universally understandable. They existed even before any written languages and since then have been used by humans to represent objects and activities, or to tell stories. It has been proved that pictograms can serve as a more viable and successful resource for wayfinding than words and sentences and that they evoke a more familiar atmosphere for visitors. Moreover, visitors tend to notice signage with pictograms from the very first moment they have contact with the building. Therefore, the most successful wayfinding systems see signs and pictograms as a strategic communication system.

However, it is also possible that in many cases pictograms tend to pass unnoticed or are not “up -to-date”. Thus, sometimes the challenge is how to keep making them to pop up and be an eye catching for visitors. In this case, it is important to mention that special pictogram families can be developed based on the overall concept for the design of the signage system for a building. Moreover, pictograms can develop their own charisma since they provide orientation independently of language.

One incredibly easy to implement and useful way to do this is with the introduction of movement to internationally well -know pictograms. Either through “static” frames or through digital tools that give pictograms that movement effect. Traffic lights are a great example of digital signage that can simulate movement of pictograph with insightful ideas that could be transported to the museum sector. However, when no digital technology is used and we talk about static pictograms, it is also possible to think that more than one static frame would be needed. In this context, moving pictographs have been found to be easier to interpret than static pictographs because they improve the relation between form and meaning. Overall, moving pictograms help to: increase effectiveness of the message, reinforce message context, create emotional links, encourage civic behaviour and update processes

03 © Future Museum, 2021 69 INDOOR NAVIGATION AND POSITIONING

While static and printed signage still plays a critical role when it comes to wayfinding, digital technologies There exist several indoor tracking systems or technologies depending on the type of signals they use. The are unlocking new creative opportunities which are making physical maps to seem not enough. At present, proper understanding of these systems is of great relevance for organisations in order for them to select several sectors are investing in providing app-based, mobile-friendly solutions that can help to guide the best technology according to the desired application. For example, when a precise accuracy is needed people in both indoor and outdoor environments. more ad-hoc deployments are required, which are normally more costly and complex. However, when this level of accuracy is not critical, cheaper technologies can be implemented. Moreover, some technologies Moreover, real-time knowledge of the location of people and/or objects has become an essential part of require fixed installations while others are mobile or use existing infrastructure. Some require calibration a more customised and targeted service provision. Thus, a special progress has been observed in the last which is costly in time, even more for temporary installations. years for indoor environments where technologies need to work closely with the layout of buildings to provide those services.

In previous reports (How to link the interest of tourist and locals? and How can be visitors better distributed in terms of time and location?) we have addressed the concepts of navigation, mobility and Indoor Positioning Systems (IPS). We have also provided several examples of technology use cases and best practices for indoor navigation such as audio, multimedia and in app guided tours; indoor navigation apps; the use of AI algorithms and simulation to predict visitor movement; and some other technologies contributing to analyse and better navigate visitors.

In this context, with the aim to particularly contribute to answer the research question associated to the present report, we provide a quick overview to IPS. A special focus is given to understand how these technologies interact with the physical environment, as well as possible benefits and challenges organisations affront while implementing them, rather than observe them from the visitor experience side.

© Future Museum, 2021 70 The following is a classification of IPS for indoor navigation that can serve as a reference. However, in the following slide s we focus on the characteristics, benefits and aspects of the most relevant and commonly used

Source: Simoes, W., A Review of Technologies and Techniques for Indoor Navigation Systems for the Visually Impaired © Future Museum, 2021 71 INDOOR POSITIONING SYSTEM SPECIFICATIONS

RFID (Radio Frequency Identification)

Description Benefits Aspects to consider

RFID uses electromagnetic fields to identify and track tags attached As they can get through obstacles, the signals do not require line of Many objects like metals, heaters, lamps, power supplies, etc., can to people or objects (mobile phones) through readers. These readers sight like infrared systems. This makes RFID work in real-world create radio interference. send pulses that are detected by tags and tags respond to the settings where obstacles are unavoidable. request by sending back a small amount of information (e.g., an ID). They are complicated to set up as depending on the frequency range, It can reuse technology that is already deployed (WIFI, Bluetooth, the reader must be located within a small radio from the tag to be RFID systems can use passive, semi-passive and active tags. and mobile phones) reducing drastically the cost of deployment and able to transmit data makes it accessible to a larger number of people - Passive tags are very cheap, but they can only store a few Kb of As it offers a limited range of less than a meter, RFID is not suitable memory. They are battery-free as they use the readers pulse to get RFID readers can read multiple RFID tags simultaneously for exhaustive localisation. Thus, it could be considered more for the power necessary to send the answer back. However, this forces check points or selective object identification rather than for real time the reader to be within around 1m of the tag to get the info. Passive RFID sticker tags are extremely inexpensive (around 10 location tracking. cents) and can last forever. - Semi-passive tags their overall functionality is similar to the As it can get through obstacles like walls, radio -based systems, it has passive tags but these have already a battery powering the tag. Active RFID are also one of the least expensive RTLS options more troubles with false positives. Radio waves can sometimes be picked up by other readers in other rooms. Active RFID are more - Active RFIDs are also battery-powered sensors that can connect to likely to provide those false positives. several access points through the building. They have different antennas allowing them to have a large range (around 100m). They It is likely that many RFID are needed for location tracking can store more information. It can be combined with real-time positioning technologies such Companies such as Insoft offer this type of technology as BLE, Wi-Fi or Ultra-wideband.

Description Benefits Aspects to consider

Wi-Fi works by measuring the Received Signal Strength (RSS), which Wi-Fi IPS uses pre-existing network infrastructure. Wi-Fi access points WIFI signals vary enormously in the presence of obstacles and moving depends on the distance between the sender and the receiver, or are often readily available within buildings, as well as in smartphone people and several materials affect the signals differently affecting Time of Arrival (TOA) (time required for the signal to travel from the and other wearable devices (Wi-Fi networks are deployed for wireless accuracy. Moreover, major distance between the sender and receiver sender to the receiver or vice versa). communication, and localisation is not their primary purpose. Thus, causes an exponential drop of received power (RSS) an enhanced localisation algorithm is required for IPS). This makes The strength of the Tags, such as smartphones, transmit a Wi-Fi them easy to deploy and cheaper than ad-hoc installations Extra access points need to be installed if 10 -meter accuracy is signal to multiple Wi-Fi access points throughout the building which expected act as anchors. Then with the use of differential-time-of-arrival Signal tend to be stronger than BLE and it can cover longer distances methods, the receivers can locate the tag using trilateration. (up to 150 meters) Installation can be time consuming and expensive. This is because during the deployment it is necessary to survey the building by Insoft or Situm are some of the companies offering this solution. Transfer speeds of up to several gigabits per second for certain walking around with devices to calibrate access points. Moreover, versions companies charge a large one-time set up fee.

It offers a great coverage, and it offers more accuracy than Some mobile devices have system limitations that prevent continuous proximity-based RTLS options because it uses time-of-flight Wi-Fi scanning to conserve battery measurements with a wide bandwidth. Wi-Fi access points require power access and almost always need a It is the most popular means of communicating data wirelessly data connection, so its power use is considerable in comparison to Bluetooth

Security can be an issue due to possible hacks

Description Benefits Aspects to consider

It avoids interference from other wireless devices and does not need Bluetooth is a short-range wireless technology standard used for The size and layout of the building (signal obstructions) will line of sight as it can connect through any obstacles. exchanging data between fixed and mobile devices. determine the number of beacons required for a particular space. Moreover, Bluetooth signals are easily interrupted and vary Beacons can be stuck to a wall or ceiling without any cabling as they Its indoor proximity solution works by measuring the Received Signal enormously in the presence of obstacles or moving people. Thus, are battery powered and can be deployed in existing infrastructure Strength (RSS). The strength of the signal depends on the distance selecting beacons placement can be an art in itself. such as inside of Wi-Fi access points or lighting infrastructure between the sender and the receiver. By measuring the RSS of the tag (e.g., a mobile phone) to multiple Bluetooth beacons acting as Several materials affect the signals differently affecting accuracy. anchors, it is possible to estimate the position using the trilateration It provides the possibility to recognise positioning even when the user is not using the mobile device. If the phone is in the pocket of the principle. Thus, when a Bluetooth region is detected by an Major distance between the sender and receiver causes an visitors, geofencing and push notifications are still available. application, some action (e.g., a push alert to the home screen) is exponential drop of received power (RSS) triggered Its position accuracy can reach 1 to 2 meters. But with the release of It measures proximity not distance Companies offering BLE IPS and with experience working with BLE 5.1 the accuracy of indoor positioning with beacons is expected to go below 1 meter. Moreover, BLE technology has around 60-meter museums are Navigine and Locatify. Moreover, Quuppa is doing great If compared to Wi-Fi or UWB, it has a low bandwidth advances. range, while Bluetooth 4.0 can reach the 100 meters

Security is a very key aspect as it can be hacked The technology is already adopted in smartphones and other wearable devices and everyday more and more Bluetooth radio Maintenance is required after 2-4 years to change the beacons when equipped devices are connected to the IoT. This makes it available battery powered. at very cheap cost and low maintenance cost.

It requires less power than Wi-Fi, especially BLE technology

Description Benefits Aspects to consider

UWB is also a radio technology used for short‐range, high‐bandwidth It is less prone to interferences as it uses higher frequencies and Signal power is limited, which limits the operation range to 100 communication for indoor distance estimation, localisation, and larger bandwidth which are less overcrowded. Moreover, no line of meters or less if data load transmission is required in the system tracking. sight is required as this technology can penetrate materials such as concrete, glass, or wood. It also has a strong multipath resistance*. It requires extensive, expensive hardware installation. For example, It collects positioning data with a system of anchors and small low - antennas need to be installed in the corners of the venue before powered tags that transmit an ultra wide-band signal (a radio wave A single tracking system can cover around 2,500 square meters and indoor positioning with UWB can be enabled is considered UWB if its bandwidth exceeds 500 MHz). it is also easily scalable by simply adding additional anchors. This level of accuracy requires a tremendous number of readers. In The position of the tag is estimated using trilateration (or multi- It is the most accurate of the RTLS solutions, reaching an accuracy in fact, every tag needs 3 to 5 readers to get an accurate location. lateration depending on the number of anchors) and the Time-of- the range of 30 to 50 centimetres (Amazon uses to track boxes in its flight method according to the tag distance to a set of at least 3 warehouse). This is because the larger bandwidth means a higher So far it is not readily available in buildings or widely included in anchors deployed in the environment. The number of anchors needed time resolution to measure time of flight between the sender and mobile devices of users. Only few smartphones have just recently depends on the environment. receiver. This results in better distance estimation. integrated it, which forces to use an ad-hoc deployment.

Companies offering UWB IPS are eliko or locatify. The last one with The anchors can be connected and powered via Ethernet or connected Since it occupies a large frequency bandwidth, there are relevant experience in Museums to enable media to play at the right time. to the Wi-Fi and be battery-powered. The later have minimal power legal restrictions to prevent interferences between other radio requirements. frequency signals

UWB chips have been already started to be implemented in Not every organisation wants or needs such exact location smartphones (iPhone 11 and 12 / Galaxy Note 20 Ultra) and the positioning, which makes the expenses unjustifiable new 5G will employ signals with high bandwidth.

* the signal energy between anchors and the tag is divided in many different multipath components caused by many spatially cl ose interacting objects © Future Museum, 2021 75 and that can bias the range estimation. Ultrasound (& Bluetooth)

Description Benefits Aspects to consider

This system uses sound instead of lights or radio frequencies (RF) to It does not require line of sight between tags and the anchors, nor Ultrasound signals can be affected by interference from solid objects locate objects in an indoor environment. interfere with electromagnetic waves. It also does not require any which can, in turn, affect accuracy when they are not considered. calibration and resolves multipaths (generated when sound bounces It requires a set of anchors and a tag to calculate positioning based on walls) It is still a niche technology, so it is not so commonly used on the "Time of Flight“ method. Recent developments combine ultrasound and low frequency It needs Wi-Fi to communicate the location to a server, but some It is mainly used in hospitals to track the locations of doctors, nurses transmitters (BLE) in a single unit or wireless transmitters. This systems already include it as part of the solution. and medical equipment. makes it one of the most powerful tools due to its relatively cheap implementation (tags are inexpensive) and the high performance and The main provider of IPS is Sonitor. accuracy (it can reach a submeter accuracy of around 30 cm).

Tags can be mounted in ceilings or walls and have long -last battery which also reduces installation costs.

Transmitters can be used to create defined zones creating virtual, ultrasonic walls (a virtually unlimited number of zones, of any size, can be created in rooms )

Smartphones can already process BLE and ultrasound signals

New technology allows the system to work with fewer anchors.

© Future Museum, 2021 76 IPS systems does not need to be purely BLE, ultrasonic or Wi-Fi. Instead, they can be used together to complement each other. Some solutions can be used for room-level definition (e.g., ultrasonic or UWB) in order to help resolve possible weaknesses of other systems. Everything will depend on the specific needs and goals of the organisation and the characteristics of the space. IndoorAtlas is one of the few organisations that are combining several of the IPS here presented.

Highly relevant is to remark that these technologies require a mobile native app providing the sensors access to the mobile device and allowing the exchange of information. There are already attempts to allow websites to scan and connect with Bluetooth devices (Web Bluetooth Scanning), enabling a mobile phone to listen to that BLE technology without the need of an app. However, this is still in development phase and for now the solution is the use of either native or web apps.

When talking about digital signage we talk about experiencing a LED Screens “Wow” factor. Specially because this type of signage draws people’s attention and make them want to touch and engage with the screen thanks to the graphics, touchable maps, the up-to-date information, One of the basic ways of using digital signage is through digital etc. This contribution to the experience economy has made digital banners displaying information. However, it can also bee an signage market value to be expected to reach the 24.5 billion euros exemplary way to make it part of the architecture of a building by 2023. More specifically, the digital signage display market value without hardly disrupting its essence. That is the case of the Foster is expected to reach the 12 billion euros in 2021. School of Business at the University of Washington were people were asked to define business and their responses were shown in LED Digital signage comes in different shapes, formats and sizes. monitors that were installed at the four-story column. Moreover, its adaptation (e.g., interactive screens or totems) allows data collection that can be used to analyse the way visitors interact Besides the answers to the question, the monitors also display real- and behave within the environment. In this way, it is possible to time stock market openings and closings, and even advices for provide better guidance services and also understand which students to meet and study. The signage is even considered to be a adaptations to the spatial layout make better sense according to physical Facebook wall where students can write on. historical data.

Other benefits of digital signage are: it provides great costs and time savings related to printing information which quickly goes out of date; it allows a quick and easy updating and distributing information process; it makes it possible to connect digital signage systems with each other to distribute content; it is also possible to coordinate multiple and consecutively situated public displays in order to provide a synchronized wayfinding system.

Thus, in this section we provide some examples of technology that can be adapted to the different architectural requirements.

Flexible screens

Although screens can at first sight sound as nothing really innovative, in the last years there have been considerable technology advances. Firstly, having museum planning, structures and spaces in mind, the emergence of flexible LED displays that can turn a column into a screen and contribute to guidance should start to be considered. These screens can be curved in different shapes (column, circular, ribbon, concave or convex, twist, etc.) with a seamless connection between the different modules shaping the screen. The fact of being curved make them something more interesting as the human eye is naturally drawn to it.

Moreover, many of them are resulting to be highly energy efficient; can be easily and inexpensively installed (200 m2 in 5 hours); be waterproof, fireproof, and resistant to dirt for their installation indoors and outdoors.

As in the case of the Underpass Karlsplatz in Munich, flexible screens have already been used at “roundabouts” at commercial centres to guide visitors and enhance the experience.

Interacting with touchscreen’s is now part of our lives and now, it’s hard to imagine a screen that doesn’t respond to a touch. Perhaps due to the similarity with the smartphones and tablets, touchscreens have become widely accepted for providing customised experiences and guidance. This is what gives sense to provide this extended functionality and turn passive digital signage into a fully interactive one. Airports and commercial centres are perhaps the sectors that have more widely adopted this technologies to allow users to search and locate specific facilities and services.

Touchscreens work either with infrared technology or through electrostatic currents. The first one uses a series of LED lights and sensors that are arranged at the edge of a screen device and that are constantly emitting light in a uniform pattern. When that pattern is disturbed, the systems identifies the place and register the precise point of contact. On the other side, electrostatic current technology allows screens to exclusively react to a finger touch, instead to any type of disruption. This screen technology relies on a uniform electrostatic current provided by millions of miniscule electronic wires, and it is the human body the one that completes the electrical circuit with its electrical current.

Moreover, in the last years ultra-thin and ultra-flexible touchscreens have already been developed (Samsung Galaxy Z Flip smartphone) which could soon change the way the visitor interacts with both the architecture and the indoor wayfinding technology. Perhaps columns and pillars could become the new totems or interactive screens. Also, transparent touch screens have already been introduced to the market. These technologies can start to be soon merged to provide an even more immersive and modern way to guide visitors in any sector.

These screen technologies are particularly included in this report not only because they offer the possibility to easily make them part of the structure (mounted on walls, desks, or fixed to the floor), but because screen displays are now vital to the success of digital signage. Specially, as it is one of the tools that, when including software for interactive wayfinding or 3D animated maps, help visitors the most to create that mental map required when exploring an unfamiliar environment.

Transportation industry, and in particularly airports, is perhaps the sector where wayfinding systems have Some AI technology (Spoony) offer the possibility to provide this services either through a full interactive been boosted by technology the most. Airports have invested billions to provide passengers with the most body; through monitors to turn them into interactive screens; or via engaging totems. up-to-date signage and wayfinding technologies. That is why we can now see several airports and even rail stations (mainly in Asia) have started to use robots equipped with artificial intelligence and facial The relevance this technology could have in the spatial layout definition and modification of museums recognition to be the new tool for wayfinding. Besides the unique experience and the ability to navigate would largely depend on the level of adoption within the sector and acceptance among visitors (robots are around passers-by and avoid obstacles, robots offer some other possibilities such as: commonly more accepted in eastern cultures). Understandably, this is more likely to be of interest for science centres rather than art museums. However, the former ones are more likely to have already the - detect passers-by, attract their attention, greet them, and proactively start an interaction to engage with required spatial layout needed for the deployment of robots. them in a friendly and helpful, 24/7 - provide welcoming and information services such as map guidance, personalised content display and schedules/itineraries - offer hiring private services such as taxi/rideshare ordering - analyse visitors’ preferences through surveys and reviews, as well as visitor behaviour based on choices or habits - provide fun mentally and physically stimulating activities for different groups (children, adults, people with mental disabilities, or elderly) - support staff with tasks such as visitor assistance, tickets, check-ins, or medication reminders - provide a touch-free engagement offer that reduce the contact to avoid infections - assist shoppers, collect order, upsell, online ordering - provide guidance and help people with limited mobility

Hologram technology is a three dimensional and high -resolution projection of people, products, and any other object in full size on a transparent screen or foil. The advantage of the technology is that the image can be viewed from any angle. As the user moves or walk around the display appears to move and shift.

Some holograms already offer units with touch screen solutions. This makes it possible for the user to interact with the product, person, object, or information. Moreover, analytics to track the engagements and effectiveness with the users can be also added to improve the service.

While this technology has been widely used in the retail sector and often in trade shows, for branding and marketing purposes, in recent years there have been already attempts to use it in the transportation sector with wayfinding purposes. That’s the case of the hologram wayfinding solution in the Las Vegas Airport, where three holograms' units were placed to help travellers with their tram connections between its two terminals.

In general, holograms also offer the possibility to communicate with users 24 hours a day; provide flexibility in terms of content dimensions and effects, and, contrary to the common belief, they are easy to install and require little maintenance. Moreover, when properly deployed, hologram technology can contribute to brand awareness and to provide an enhanced visitor experience.

In the previous section we have mentioned the relevance of totems and kiosk in wayfinding. In this case, That is the case of the American Museum of Natural History where “hand carved” totems have been we focus on digital totems, their characteristics, new technologies, and advantages. placed, which apart from providing storytelling, sounds, location, or voices of tribe member, it also matched the design with the architecture of the building and the motif of the exhibition. Interactive totems or kiosks allow organisations to provide a touchscreen-based self-service wayfinding functionality. They can incorporate several intelligent features such as wireless information, cash payment systems, barcode scanning, touch screen panels, Wi-Fi connectivity, information in several languages, etc. However, perhaps one of the most relevant benefits is that when located near entrances, totems can provide visitors with an overview of the entire building through interactive maps that can also be sent to mobile devices via QR codes, for example. In this way, they don’t have to worry about remembering the entire route from point A to point B.

Even in COVID times, this digital wayfinding technology can also serve as a first line of defense and management against the spread of the virus by adding a built-in thermal technology to read the temperature of visitors. Specially because totems are commonly installed at major entrances allowing to scab visitors before reaching the front desk.

A great advantage of totems is their possibility to provide visitor with personalised experiences. For example, when visitors carry RFID enabled devices or badges and receive personalised messages on the screen when encounter a kiosk or totem.

As mentioned before, one of the main cons of totems is that they might disrupt the environment, specially in old historical buildings. However, they are now also designed to match the space.

Monza Method for guiding visitor’s sight

Light has been proved to affect how the brain perceives the world, this means that it can also influence As the Monza Method requires additional effort from the brain in order to determine the emotion the the way people navigate spaces according to the amount of light the rooms have. However, when talking artwork triggers, the viewers automatically increase their attention and interest, which results in more about visitor guidance, we can’t only focus on the physical navigational and ignore how to guide the time spent at the exhibition rooms. Moreover, with the use of spotlights framing only the exhibits it is visitor’s sight and attention towards specific objects (e.g., artwork). Light plays a fundamental role on this possible to avoid visual disruption and shadows. The Monza Method builds on the idea that the lighting regard. Specially on how objects are perceived as attractive or interesting and also on how exhibitions are concept focusses on the viewer of the artwork rather than on the work itself. experienced by visitors. A flexible lighting system enables the enhancement of the perception of the space by focusing attention on the illuminated objects. As it can be seen, illumination plays a key role on visitor guidance, both spatial and perception, therefore, it is also a key aspect to consider for museum planning and renovation. The role of light already starts outside of the building. It can help to make the visitor to focus on specific architectural details that send a message about what is inside. As visitors enter the museum building, electric lightning also plays a key role in assisting them with orientation and the provision of a sense of direction within the public space. Thus, the use of tailored architectural lighting (e.g., balancing the contrast of luminance between different surfaces) can help the visitor to move through the space and appreciate the art. Moreover, with the use of appropriate luminance, it is possible to create a lighting microclimate for every piece of artwork and make the visitor to feel and interpret the message sent by the artist.

Museums and lighting companies are now analysing new ways of illuminating pieces of art and attract attention toward them via neuroscience (even with focus on specific target groups). In this context, the Monza Method was recently developed based on the fact that light (natural and artificial) supports the interpretation of reality. In specific, the method studies the relationship between colours and the human perceptual system, and how the emphasis in the perception of specific pigments can improve the overall perception and interpretation of a museum exhibit. In this way, multiple stories can be told and the “narrative through the lighting” is facilitated.

Source: Zumtobel, Active Light Art Culture © Future Museum, 2021 85 The strongest perception is visual. The eye gives us the most information about our surroundings fastest, provided that the ambient light allows it. Light can create or hide “ spaces. The integration of a lighting design is one of the fundamental steps in the creation process of a museum, the only goal of which is to show the art in the best possible way. The greatest art is to safely combine the use of artificial and sunlight.

Modern light installations are more than just lighting, they guide visitors through the exhibition and interact with you to enable new exhibition concepts and, in an emergency, lead to the next safe escape route. ”

– Tobias Jonk Global Product and Application Management at Zumtobel

Animated projections

One of the possible solutions that could help to overcome a lot of the architectural challenges organisations, and museums in specific, affront for the deployment of a wayfinding system is the use of visual projections. This due to the fact that this technology doesn’t require any significant installation or physical objects installed rather than the projectors at key intersections or architectural elements (stairs, entrance, restrooms, etc).

With the use of projects wayfinding signage can be projected not only on floors but also on other elements such as stairs or walls. Moreover, projections can also be improved if animation is added to provide a more vivid experience.

A good example is the one implemented in the Moscow House of Photography, where Nokia, along with AR-Door and SILA, created a projective animated navigation across the building, where signage changes continuously. This means that the solution does not only guide the visitors but it also results attractive to their eye.

Interactive floors are visual tools that can successfully help in Although, the costs of these solutions are closely related to the bringing visitors to an exhibition or the museum, and, perhaps, could number of projectors and the desired surface to be covered, this be also thought as possible tools for wayfinding in the future. tends to be a more challenging and expensive solution. However, the costs of this type of equipment is becoming everyday more and more These tool consists in projections that recognise motion via an accessible. infrared camera, which allows the systems to respond by converting the detected motion into an animation on the floor. In this way, images can be projected onto the floor that haunt passers-by when they enter the interactive floor, or that move away when they walk on it.

Interactive floors can be sensor-based or vision-based. The former track the movement of feet from the visitors directly at the floor, while the last one provides a more fluid and natural interaction as the display on the floor is provided by a projector commonly mounted on the ceiling.

Some systems for interactive floors allow to control up to 6 projectors from one single media server and can precisely track up to 10 people at one time.

Besides the playfulness they bring among visitors, interactive floors can be a great tool to transmit a brand message to visitors.

The sports footwear and clothing company Reebok has partnered with different designers to develop the “Woven into the Future” project, which uses Rebook’s Flexweave fabric (a material made from strands of fibres woven into a figure-of-eight construction) as its base.

One of the collaborators was the designer Joe Doucet, who created a pair of "smart" running gloves that help to prevent runners from getting lost. This is possible thanks to GPS-enabled flashing LED lights that guide the runners along their journey.

Runners just need to connect their smartphone to the gloves via Bluetooth and input their destination into a map-based app. Along the way the lights on the gloves will flash to indicate on either hand to indicate if the runners need to turn left or right.

In this context, it is important to mention that technology like vibrotactile guidance has also been developed in the last years that help to accomplish a similar function. Through devices such as belts and the use of beacons, vibrotactile guidance provides orientation- specific pulses to guide a pedestrian or a visitor without the need of a visual modality. This can be particularly helpful for people with hearing or visual impairment.

It is not difficult to imagine that in the future similar technology could be adapted to different environments such as museums using the beacons that are installed across the building structures.

Kinetic and phyxel walls

The kinetic architecture has a long history, but the most significant advances in this matter have been achieved in the last years due to the great number of kinetic buildings that have been designed and built. Kinetic architecture is currently applied in three main categories: kinetic structures, interior and building’s façades.

In this context, kinetic walls, part of kinetic interiors, are architectural elements that simulate to respond to human or, in this case, visitor behaviour. This is possible because the visitor’s movement is captured by a camera or sensors, and then an inductive or deductive computer analysis of the images do a centralised calculation of the corresponding reaction. However, walls can also be programmed in order to display previously set movements.

Moreover, phyxel interactive walls have also recently emerged as walls where physical pixels can be shaped in their speed in rhythmical and hypnotic interactive patterns and choreographies based on AI algorithms of computer vision. This type of wall allows more flexibility in terms of message or information displaying and can also be a great tool to boost brand awareness and improve visitor’s experience.

Some robotic façade systems or mechanic walls can harvest the daylight through mirrors and reflect it through the building to form an image-based effect or pattern of light that is projected onto the architectural surfaces in the interior environment. That is the case of the Catoptric Surface developed by the Sam Fox School of Visual Art and the Design Graduate School of Architecture and Computer Science & Engineer.

As this is a robotic system that allows each mirror to rotate independently controlled by a computer and electric motors, it offers a highly customised daylight level that can be adapted to the different user’s needs, physiological differences and type of tasks people perform.

The facade also produces visual effects (e.g., amplify or reduce spatial perception) while offering practical applications. For example, by bringing daylight in precise locations deep in the interior of the building it reduces the need of artificial light.

In this sense, each mirror can be considered to produce a pixel of daylight. Thus, the location of each pixel of light is determined by any raster-based image that is provided to the software. This gives us the opportunity to think robotic facades or similar systems as possible tools that can contribute to visitor guidance. As mentioned before in this report, light can be a great way to guide visitors.

Reflective Kinematronic at the Ars Electronica Centre

Art+Com has developed a robotic mounted wall where a hundred of prosthetic hands are activated by stepper motors that enable them to rotate around their own axis. Each of the hands holds a small mirror which orientation is precisely calculated and allows to cast small moving light spots across the space.

In this case the light comes from an adjacently positioned artificial light and a computational software allows to design and perform a wide spectrum of light spot’s movement variations. This is a great tool to catch the attention of the viewer and make it stay longer.

The systems allows such a precision that can shape different kind of forms like characters.

Initially the system was developed for the Expo Shanghai 2010 and nowadays it is part of the permanent exhibition at the Ars Electronica Center in Linz, Austria.

As the system has the possibility to form characters it is not difficult to imagine that in a close future this type of systems could be used to navigate people as well.

Kinetic walls and visitor guidance

Structures similar to kinetic walls have already been used for wayfinding purposes. The Studio Giles Miller created a four glass-tile sculptures that were placed at strategic points of the streets of London to help visitors navigate the Clerkenwell Design Week.

Each of the structures is composed of over 8,000 hand -crafted glass tiles in vibrant matte and metallic colours to catch the attention of passers-by. The structures were decorated to create a swoosh that directed visitors to the next exhibition on the trail.

Moreover, the structures were illuminated in order to provide guidance at all hours of the day. Therefore, the relevance of using glass as the main material.

Storytelling method in wayfinding enables to capture the character of a speciﬁc place. Storytelling and wayfinding commonly work together in scenarios where, for example, the culture, traditions and history of a place are told to the visitors that follow a tour within a destination. In this context, the environmental graphic design such as signs and billboards are supporting the visual storytelling and are used to convey a sense of time and place in the destination.

The reason behind using storytelling is to help people understand a place in friendly and accessible way, with designs that engage them, and not just to focus on disseminating information. Therefore, beyond the primary function as a navigational tool, storytelling wayfinding tools should inform visitors about what the environment is all about; how they can engage or participate further; and who are the characters they should recognise in that place. Moreover, this cultural identity should be reﬂected through the visual aspects.

People and Migration City of Kempten

An interesting case is the one developed in a temporary exhibition in the city of Kempten about people and migration. The exhibition required the visitor to choose a protagonist and follow the trail to get more information about them, as well as to watch and listen to videos telling their migration story.

In this case, the visitor guidance does not relate to how the visitor can reach the different exhibition and auxiliary areas in the building. Instead, it related to how the visitor navigates the exhibition space according to the chosen protagonists of the story. The case is interesting because it plays with more than 500 square meter of exhibition space without using more than the story (transmitted via poles with images and texts) and temporary lines used as guidance placed on the floor. However, it does include some interactive and media elements on the trail.

Another example of story telling in visitor guidance within the exhibition rooms, is the Wonderland The example previously mentioned (“Lessons from other sectors” section) about the Seattle Hospital, also exhibition in the ACMI in Australia. In it, the museum developed a map (with colours and zoning) to provides a very good example on how to use storytelling to facilitate the navigation and understanding of guide and track the visitor through the exhibition, as well as to serve as a tool for the personalisation of the space for visitors. Specially, with a focus on making the stay in hospital a bit less stressful for the the visit experience. More information about this exhibition can be found in the Future Museum workshop patients and their families. on visitor experience held on February 2021.

Similar scenarios could be imagined taking into consideration not only the exhibition room or span but also the overall experience in the museum. Creating a more interactive and involving experience for the visitor, could help to overcome certain architectural constrains that are particular of old historical buildings, for example.

Metasystems (normally referring to computational systems) are large scale systems whose components are POSSIBLE SOLUTIONS networked together. Thus, they give the illusion that its components (e.g., files, databases, computers, When talking about indoor and outdoor navigation tools we talk about two separated networks or systems and external devices) constitute one single transparent environment. However, these components are (e.g., GPS and IPS) that are individually developed, but which can combine afterwards. This combination heterogeneous systems, each of them composed of several elements that the metasystem integrates will result in a metasystem with the goal to provide users with a seamless transition between both through a centralised governance mechanism, which guides and coordinates the effective operations of the environments. The accuracy of the connection of these two networks or systems will depend on how they entire metasystem. are merged, in specific the quality of the connecting points. This is still a challenge that needs to be addressed at the technical level. INDOOR AND OUTDOOR But why we brought up metasystems in this report? The concept helps to open up the discussion about Some companies (e.g., Mapspeople) are already dealing with merging indoor and outdoor navigation and the possibility and attempts to develop visitor guidance and navigation in both indoor and outdoor ensuring the seamless transition between them. However, until this day, this can only be achieved after environments within a single system. the deployment of a IPS in the building and the development of the app (native or web) allowing to connect with the user’s mobile device and help them to navigate. GPS has boosted the expectations of users, now we expect to be guided by the mobile devices as easy as it happens with the “blue dot” in google maps or similar apps (being at the centre of a map and Ideally the future solutions should be infrastructure-less, similar to GPS. This will help in lowering costs oriented to the direction the user is traveling) in outdoor environments. However, the reality is that there (no cost on IPS deployment) and an increased scalability. It will also need to be supported for mobile is still no software or app allowing us to navigate indoors as we enter any building in our way. The only devices across all models and major operating systems (iOS and Android). option, if no IPS is deployed, is to enter the building and search for guidance or ask for directions. In this context, recent developments have been done with Progressive Web Apps (apps using resources It is important to remark that indoor navigation adds a lot of complexity as not only the three - from a modern web browser to present a similar experience like with native apps) and Web Bluetooth dimensional factor comes into play (e.g., different floors), but also other factors such as changes in the Scanning (in Chrome) to make a website to listen for BLE signals without the need to download an app. density of people, moving objects, different building construction types, interior re-designs, etc. If this is This can be considered important steps to this indoor and outdoor seamless transition but still implies the not considered, and the system is not continuously uploaded and updated, it can result in unsatisfactory need of a IPS deployment. routes calculation and guidance support.

Live view

On the other hand, Google has already given some steps towards the provision of seamless navigation between indoor and outdoor spaces. The company has released its LIVE VIEW feature for indoor environments (for Android and iOS). This feature does not use the maps app in the mobile devices but their camera. This means the user needs to hold the phone up to be shown the augmented reality directions on-screen.

The technology behind is called global localisation. It uses AI to scan tens of billions of Street View images to understand the orientation of the user. This means that it is only available on buildings that have been scanned with the already known Street View technology used for outdoor navigation. The goal of Live View is to bring that Google Maps experience to the selected indoor locations (malls in different cities in the USA and soon in airports and transit stations like Tokyo and Zurich) where no GPS signal is available.

The use of AI is highly relevant as it helps to understand the precise altitude and placement of objects inside a building. In that way the system is able to recognise elevators, stairs, gates, platforms, baggage claim areas, check-in counters, ticket office, toilets, ATMs, etc. Moreover, AR arrows, directions and icons (e.g., toilets) appear on the camera to point the right way or location to the user.

Of course, mapping indoor spaces (Street view) and building navigation models are time consuming and costly tasks due to the inherent complexity of buildings and lack of good floor plans. Thus, it will be necessary to find more cost-efficient ways to map the indoor world in the near future.

In this context, a technology such as LiDAR (a sensor emitting laser light to measure how long it takes for to return), and which was just recently integrated in the iPhone 12 (previously it was integrated in other smartphones, but this improved version sends multiple pulses for higher accuracy) can highly contribute to an improved indoor navigation. This is because it provides the possibility of scanning the surroundings in order to create a 3D image of it in more detail and in less time. Something that can improve the way AR and VR work as this allows to better embed virtual objects into reality.

Thus, having this type of technology deployed in million of phones opens the possibility for Google Maps to allow users a 3D indoor navigation in 3D and get turn-by-turn directions. Moreover, some companies (e.g., tangar) already offer organisations the possibility to develop app solutions for AR indoor navigation with high precision.

Of course, the discussion in this case will lead to the fact that museums are not willing to attract the sight of visitors towards their phones but to the objects they preserve and share.

Within this report we have observed the challenges the spatial layout brings currently to museums. We have revised the psychological side of the role architecture plays on the way people explore and behave within a specific environment. We have gone through several examples of traditional wayfinding systems and digital technologies that interestingly interact with the architecture of the space, as well as out of the box tools that could be considered for guidance in the future. We learned from other sectors about the way they deal with their own navigation challenges and their main practices. We have also compared the most used IPS with focus on their interaction with the physical environment and talked about the future of navigation indoor tools under the idea of metasystems.

A relevant aspect that we have learned within this report, and that is highly suggested to consider, is to identify the needs and navigation behaviour of each type of audience visiting the museum. This with the goal to effectively plan (and continuously evaluate) and deploy a wayfinding and guidance system that responds to those specific ways of exploring the space (e.g., people with disabilities, different stakeholders,). The work of BKK architects in the ACMI presented within this report is an important reinforcement of this.

Overall, the purpose of this report was focused on being illustrative and shed some light on the main factors and tools to consider in order to provide an effective visitor guidance system. Of course, each space needs to be evaluated according to its specific characteristics but also to those ones of the visitors.

Editor Input by Arturo Melo Monika Mairhofer