Consumer interactions in the public sector take on a somewhat different aspect than those in the private business world. Expectations are very high while compensation in not commensurate with the effort expended. Nevertheless, public sector companies are required to meet their consumers’ needs to the best of their ability. Here are a few things that those implementing a digital wayfinding process in the public sector must understand:
Ease of navigation is key to wayfinding success – By and large, consumers in the public sector are simply not as well versed in technology and technological processes as are those who frequent the private sector. For this reason, wayfinding technology must cater to the lowest common denominator when it comes to users. Simply put, the wayfinding software must be as simple as possible to use.
The technology does more than deliver a simple address – Many public facilities – hospitals, universities and government buildings – are situated on campuses with a single address. Wayfinding technology can help visitors conveniently find the right building and the right office without the need to speak with any onsite individual. This speeds the clients trip and alleviates some of the stress on your own staff.
It also reduces the need for onsite manpower – A large number of phone calls to a public sector facility are solely for informational purposes. Most people will try the internet to get directions instead of calling so this makes it the ideal time to push additional information that might require a subsequent phone call by the customer. Everything from office hours to FAQ’s can be provided for the customer without a real person ever having to “touch” them – a real money saver for cash-strapped public sector entities.
Finally, the technology must be eminently affordable – For a similar reason, the public sector makes a very hard assessment of wayfinding technology. The return on investment must be superior or the nascent project will never get off the ground. Fortunately, several metrics point to the affordability of wayfinding technology. In addition to the reduced manpower costs it enables, it also expands a facilities ability to deal with clients during those periods when the facility is closed.
For more information on implementing digital wayfinding on your public sector website, please contact us at igotchamedia. You will find us online at igotchamedia.com or you can reach us directly at 514-448-4016.
iGotcha Media is a digital interactive studio specialized in building memorable screen-based customer experiences. Solutions include screens, interactive kiosks, video walls, RFID technology, audience-measurement technology, wayfinding and payment solutions and in-store audio. We help our clients creatively communicate their value propositions. With offices in Montreal and Toronto, iGotcha Media's clients include Birks, Browns Shoes, Cirque du Soleil, Groupe Touchette, Loto-Québec, National Bank of Canada, Nissan Canada, Reebok, Rona, Toronto Congress Centre and VIA Rail Canada.