Digital Wayfinding

  • Any one that has ever been to a large hospital medical center - or worked at one - understands intuitively the very real and negative impact of poor wayfinding on Patient Experience. Patients and Visitors are already stressed, and the added frustration of getting lost only creates more of it.

    We have heard from our clients over and over how a large percentage of the comments in HCAHPS surveys are about problems patients and visitors had with parking, finding their way, not being able to find their car after their appointment is done - and on and on. We also know that over 40% of patients and visitors that enter a hospital get lost!So it is a real problem with big impact.

    Patient Experience itself is often perceived as a qualitative area that does not translate into direct cost vs. benefit analysis, however. But that is changing. Healthcare networks across the nation have started to realize in recent years that Patient Experience can and does have a very direct impact on the bottom line.

    This study by Accenture provides some great data points and analysis on that. The study concluded, for example, that "hospitals that offer a superior patient experience can expect to achieve 50% higher margins - better than they can achieve by cost cutting alone.

    There are many other streams of ROI that Digital Wayfinding can deliver, including reducing missed and late appointments and improved staff productivity. We will have more to say on that in our next blog. But it is powerful to see how big an impact something as 'fuzzy' as Patient Experience alone can have on the bottom line!

  • The Start of a New Era

    Connexient started with a simple question and idea in the summer of 2012:  "Why can't we have indoor GPS?".   That question came from our co-founders long experience with hospital wayfinding systems, and a conviction that digital mapping and turn-by-turn indoor navigation could finally truly solve the pain point of wayfinding inside of large, complex hospitals that signage and kiosks could only partially address.

    Innovation is hard!   When we asked this question, the technology to achieve navigation quality indoor positioning did not exist.  It took us until January, 2015 to get to our first commercial release of the Navigator Edition, leveraging the breakthrough of Bluetooth Low Energy beacons.   

    Since then, we have deployed over 30 hospitals and 50 million square feet of indoor maps and navigation, at sites all over the country.   While it has been tremendously gratifying to see this, we realize that we are still just at the beginning.    The official launch of our customer portal this month marks an important milestone to start the next stage of our journey

    Continual Improvement through Collaboration

    The launch of our customer portal was driven by two fundamental principles and values that Connexient embraces.

    1) Kaizen   

    Kaizen, the Japanese word for "change for the good" encapsulates the principle of continual incremental improvement.  At Connexient, we are committed to that spirit and philosophy. 

    At each new site, we have learned more about how to deliver a reliable, robust and intuitive solution at scale in facilities of enormous size and complexity.   Often we encountered and had to solve new technical and user experience challenges created by unique characteristics of a particular campus and facility.  

    We put our learning back in to our product development, as well as tools and practices for improving our deployment and ability to support and maintain MediNav once deployed.   This portal and our new customer user group will be a place where we can communicate and share with our customers the challenges we are working on, or have identified and our studying.  Even more importantly, we can also get direct feedback on where and how we can improve.

    2) Collaboration 

    Connexient is a customer-driven company, and collaboration with our customers is a core goal.   We have always believed that in order for MediNav to be successful, we must work together with them.   That was true during the initial deployment stage of MediNav, and it is even more important after launch that we collaborate to achieve solution success.

    Today, for most of our customers, this will be focused on sharing knowledge, ideas, insights and best practices on marketing and simple Web 2.0 integrations that will increase awareness and adoption by patients and visitors.  For some customers, we will do the same for more sophisticated integrations with EHR systems such as Epic.  The portal will then be place where the trailblazers can make the path easier for those that follow.   Some customers are even moving towards addressing other Enterprise use cases for Indoor Maps and Navigation Services through integrations with asset tracking, facility management, safety & security applications.

    Whatever their goals, we will work to ensure that our customer portal will become a valuable tool and vehicle for helping our customers to achieve them.  

    Getting Started

    So, today is just the starting point.   While we have our ideas, the continued evolution of the portal will be driven by what we hear and learn from our customers,   We are eager to start this next stage of the journey to improve Patient Experience and drive innovation and efficiency with MediNav! 

  • Last week, we zeroed in on how we work with Google Maps to deliver true end-to-end, outdoor + indoor maps, directions and navigation. This partnership allows us to make - for example - the complex challenge of parking simple for the patient or visitor arriving at a large facility or campus. The second part of this blog will address the next two common challenges of Wayfinding and Navigation that afflict almost all patients and visitors - and how we have integrated Google Maps to solve them.

    The key to this, once again, is our ability as a Google Maps for Work Partner to:

    1. leverage and integrate all of the rich features and incredible data of Google Maps; and
    2. add custom layers of map data that 'fill the gaps' between what Google knows about the outdoor world and what Connexient knows about your network locations, campuses and facilities.

    Campus Navigation: The Details Are Crucial

    We will focus here on four examples.

    1. Campus Maps: The Details are Crucial
    2. The Campus Entry Wizard: Figuring out Entry Points and Gates
    3. Campus and Network Shuttle Tracker
    4. Network Wide Indoor + Outdoor Wayfinding

    1. Campus Maps: The Details are Crucial

    While Google knows and maps the world around us to an astonishing level of detail and accuracy, any facility manager that oversees a large campus knows that they often fall a bit short in keeping this data current and complete. The reasons are simple.

    1. These are private facilities where Google has no inherent right or access to do its mapping to the same level.
    2. Much of the most important information required for campus mapping and navigation is beyond Google's scope: things like building names, what are the right entrances, what parking lots or garages should be used for each, and so on.

    Luckily, as a Google Maps for Work Partner, Connexient can apply its professional mapping services to add these critical details. We can even add things like pedestrian routing and navigation to get users between buildings on appropriate paths rather than roadways.

    As a trusted mapper and partner, we can also work to help update the base Google Map itself so that errors in the maps that might affect all users - not just those of your apps - are corrected.

    Either way, Connexient is there to make sure it is right, because we know that The Map Really Matters.

    2.Campus Wizard: Figuring out Entry Points and Gates

    While it may seem simple, Campus entry points and gates can and often do present a confounding element to campus navigation. On some campuses, such as the National Institutes of Health Clinical Center, gates are secured and specific gates are restricted to specific types of visitors. Or, at other campuses, different gates are frequently open or closed depending on the day of the week or the time of the day (e.g. there may be only one gate open in the evenings or weekends).

    Whatever the reason, if you end up trying to enter through the wrong gate, not only will you be turned back, but all your routing & navigation will be wrong from there. Failing to address it results in a total failure of wayfinding.

    MediNav's Campus Wizard - launching in August - solves this problem by leveraging our knowledge of your facility and campus and presenting the user with a very simple wizard to identify which type of visitor they are. And, our Time of Day Exclusions automatically check whether or not a designated gate on a route is open. If it is not, then we can notify the user and automatically adjust their routing.

    3. Campus and Network Shuttle Tracker

    Many campuses and networks - like the National Institutes of Health - have shuttle systems that are a key service and solution for patients, visitors and staff. Knowing these shuttle schedules and stops - and when and where the next shuttle is arriving to take you where you want to go - is a critical component of Digital Wayfinding.

    MediNav's Shuttle Tracker provides an elegant, totally integrated solution for the Shuttle systems. We can integrate and support:

    1. shuttle schedules and route networks;
    2. shuttle stop locations; and
    3. real-time GPS location of shuttle vans, with time to arrival estimates for each stop.

    When you combine this with our indoor mapping and navigation, we can now connect the dots and provide a real solution end-to-end. Currently, a user inside a building can easily check their shuttle stop and time of arrival for the next van. Upon arrival to their destination on a hospital campus, they can use inside navigation. This includes a time to destination estimate to know when they need to leave to catch their shuttle. Coming soon, we will take a step further and - just like our Parking Planner - recommend the best shuttle location and van for the user based on selecting their final destination and tell them when they have to start walking to catch it.

    Making those kinds of complex problems easy for the user is what indoor + outdoor, end-to-end Digital Wayfinding with MediNav is all about.


    4. Network Wide Outdoor + Indoor Wayfinding

    When it comes to Network-Wide Wafyinding, the challenge is a little different. Google knows the outdoor world, and we can rely on Google to get the user their with 100% reliability (OK, 99.99%), incorporating traffic information to optimize the driving route and providing multi-modal options (e.g biking and public transportation).

    The problem that real world users face fall into two areas.

    Accurate and Complete Data

    All of the network locations - and particularly the locations of affiliated physicians, caregivers and resources - are often scattered around in different data warehouses and resources on a Healthcare Network's Web site, if they are available at all. There is rarely, in our experience, a "source of truth" or process for consolidating and validating such data in a large organization. It is just too complex and, until now, there was no pay-off for doing so.

    Given this, users normally must resort to Googling a particular physician, clinic, laboratory - whatever it is - and hope that the name they have matches what Google has. And if they do, more often than not what will come back is a list of names and locations to choose from, mixing together not just alternative locations but also caregivers and resources that may have nothing to do with your Healthcare network.

    So the result is confusion and frustration for the user. For the Heatlhcare Network, besides a poor user experience, this can also mean literally driving users to resources outside of your network! So it's a lose-lose situation.

    MediNav addresses this by integrating all of your network locations and affiliated caregivers and resources into one directory. The user can then use one simple, elegant search and filter UI to drill down quickly and easily to what they are looking for and be sure that is the right person or place and right location. For the Healthcare Network, of course, this ensures that you are keeping the patient or visitor in the network.

    We have also found with our clients that this becomes an invaluable resource for staff. Now, rather than having to go back to their desk and search through different databases, staff can have the right information available on the go at their fingertips to provide to a patient, make a phone call or even navigate to get there.

    Outdoor + Indoor

    If the user now wants to get to that network location, of course, MediNav provides the end-to-end, outdoor + indoor maps, routes and navigation to get there. Often, a patient or visitor will be starting from inside the hospital and then moving on to their next appointment. Let's look at this as an example. MediNav will:

    1. first navigate them indoors back to their car's parking location - using Take Me to My Car;
    2. then provide the route from that parking garage to the exact street address of the network;
    3. deep link to Google Maps to navigate the user to that network location; and then, if applicable,
    4. again recommend the best parking location.

    Thanks to our Google Maps for Work partnership, we can also leverage Google's rich real-time data on Traffic Conditions, or provide options for Public Transportation -incorporating train and bus schedules, or let them know when they need to leave to get to their destination on time.

    In the future, we will do much, much more with this rich dynamic data that only Google can provide, to give users even richer and more useful information and options that will reduce late and missed appointments and give our clients visibility and leverage to optimize your resources. But that is the topic for another blog!

    Contact Us to Learn How Outdoor + Indoor Digital Wayfinding Will Help Your Organization

    If you would like to learn how end-to-end, outdoor + indoor wayfinding and navigation with Connexient + Google Maps will benefit your organization and users, please contact us!

    Contact Us

  • NEW YORK and SYDNEY, July 24, 2017 /PRNewswire/ -- Connexient and CriticalArc announced today that they have formed a partnership to integrate Connexient's MediNav™ Navigator Edition 2.0 with CriticalArc's SafeZone security response and emergency management solution. The combined solution will revolutionize the ability of organizations with complex campuses and facilities to respond to security and emergency incidents.

    Connexient is the market leader in Digital Wayfinding and Enterprise Indoor Navigation Services for healthcare, with a rapidly growing roster of over 43 hospital clients. Powered by Bluetooth Low Energy (BLE) Beacons and sophisticated handset sensor fusion technology, MediNav™ Navigator v. 2.0 provides rich indoor maps, "blue dot" indoor navigation and location-based services for patients, visitors and staff.

    CriticalArc is global technology innovator and the creator of the distributed command and control solution, SafeZone, which has been adopted by dozens of universities and hospitals across the world over the last several years. SafeZone fundamentally changes the way organizations manage safety and security operations across dispersed campuses and multi-site organizations, allowing proactive response that positively impacts the outcome of any incident.

    The combined offering will integrate Connexient's indoor navigation and location services, along with its end-to-end outdoor + indoor maps, to enable truly transformative capabilities for large, complex facilities with real time situation awareness, navigation-enabled response and intelligent egress.

    Connexient's Co-Founder and CEO, Mark Green, stated: "As the leader in Enterprise Navigation Services, Connexient is always discussing new use cases for indoor navigation with our clients. One of the most frequent and compelling topics that comes up is Safety and Security. Our clients tell us that they are literally 'flying blind' when they try to respond to issues inside large, complex buildings. We realized that if we could combine indoor mapping and navigation with a robust safety and security solution, the positive impact would be enormous. Our partnership with CriticalArc is focused on exactly that."

    CriticalArc's Co-Founder and CEO, Glenn Farrant, added: "SafeZone empowers first responders and incident managers through real time shared location information and incident details sent simultaneously to the control-room and to mobile responders in the field. This allows optimal response across campuses, satellite locations and for workers in the community. Integrating Connexient's indoor maps and navigation services will enable us to extend the benefits and unique capabilities of the SafeZone solution to large, complex buildings and indoor environments, and add the new and unique element of indoor navigation. Compared to the situation today, that is a truly revolutionary step forward."

    About Connexient

    Connexient (www.connexient.com) provides innovative Indoor Mapping, Navigation and Location-based Services for Enterprises with large, complex buildings and campuses. The MediNav™ Navigator Edition Patient Experience solution helps hospitals and healthcare networks to increase customer satisfaction and loyalty, reduce missed or late appointments and improve HCAHPS scores.

    About CriticalArc

    CriticalArc (www.criticalarc.com) designs and delivers the distributed command and control solution, SafeZone™, which is revolutionizing the way organisations manage security and emergency operations. Deployed in hours, SafeZone combines complete situational awareness with the mobile control needed for an efficient and coordinated response to incidents from every-day processes and events through to full-scale emergencies.

    CONNEXIENT CONTACT:
    Geoff Halstead
    310-387-4424
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    CRITICALARC CONTACT:
    Glenn Farrant
    202-701-3092
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  • True Turn-by-Turn Indoor Navigation and Digital Wayfinding to Enhance Patient Experience and Increase Efficiency

    NEW YORK, NY (January 15, 2018). Connexient announced today that MediNav Navigator Edition 2.0has been launched at Froedtert & the Medical College of Wisconsin Froedtert Hospital in Milwaukee, WI. The MediNav system provides rich indoor maps, true turn-by-turn indoor navigation and location-based services to enhance the patient experience, reduce missed or late appointments and improve operational efficiency.

    Connexient’s MediNav is the market leading Digital Wayfinding and Indoor Navigation solution for Healthcare, with over 40 hospitals. MediNav solves the challenges of patient and visitor wayfinding with comprehensive directories and rich indoor maps, true turn-by-turn indoor navigation, “All Screens” support across Kiosk, Web and Mobile, and outdoor + indoor wayfinding that powers popular features like Parking Planner and My Car location saver.

    “We are excited to announce the launch of MediNav at Froedtert Hospital,” commented Mark Green, Connexient CEO and Co-Founder. “Enterprise Indoor Navigation and Digital Wayfinding can have a major positive impact for patients, visitors and staff alike at facilities of the size and complexity of Froedtert Hospital. The Froedtert & MCW health network is a leader among our clients in understanding and leveraging the value of MediNav to drive innovation.”

    “The Froedtert & MCW health network is using technology in many ways to transform health care. With MediNav , we can enhance the experience of patients and visitors to our academic medical center campus,” said Mike Anderes, president of Inception Health, the health network’s digital health arm. “MediNav’s digital app for smart phones will simplify wayfinding for patients and visitors from the moment they leave home until they arrive at their clinic appointment. Over time, as we fully integrate the technology with appointment scheduling and reminders, we expect to improve productivity and operational efficiency for our staff as well.”

    About Connexient

    Connexient (www.connexient.com) provides innovative Indoor Mapping, Navigation and Location-based Services hospitals and healthcare networks with large, complex buildings and campuses. The MediNav Navigator Edition Patient Experience solution helps to increase customer satisfaction and loyalty, reduce missed or late appointments and improve HCAHPS scores.

    More than just a mobile app, Connexient’s mission and vision is to navigation-enable Enterprise IT. The Connexient Mobile Application SDKs and Web APIs enable its clients to integrate its rich, navigation quality indoor maps and location-based services across Enterprise IT in areas such as asset tracking, staff and patient flow, facility management, safety and security and more, with use cases that bring compelling value to users and direct ROI in capturing lost revenue, reducing costs and increasing operational efficiency and intelligence.

    About Froedtert & the Medical College of Wisconsin

    The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin's only academic medical center and adult Level I Trauma Center at Froedtert Hospital, Milwaukee, an internationally recognized training and research center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which also includes four community hospital campuses, more than 1,600 physicians and nearly 40 health centers and clinics, draws patients from throughout the Midwest and the nation. In our most recent fiscal year, outpatient visits exceeded 1.1 million, inpatient admissions to our hospitals were 49,250 and visits to our network physicians totaled 932,000. For more information, visit  froedtert.com.

  • image.png

    Today, Connexient marked a major milestone in our evolution by joining the Epic App Orchardto drive innovation and transformation in Patient Experience together with our forward leaning clients.

    Connexient has long advocated for a new model of Patient Experience that weaves Digital Wayfinding, Navigation and Location Services together with EHR platforms and appointment scheduling applications to create a seamless “home to appointment” user experience via the smartphone to create the following patient workflow experience.

    The idea is simple: connect the dots to reduce stress, improve patient experience and reduce missed and late appointments, all while lessening the impact on staff who must provide wayfinding assistance. As we go forward, this can provide both predictive and real-time visibility to healthcare networks on their inbound appointment flow to optimize the use of personnel and resources.

     

    But this vision is not one that we can achieve alone.   To be realized, it requires:

    1. integration with EHR platforms and applications that manage appointments, patient care queues and clinical workflow;
    2. and innovation-minded healthcare networks eager to implement the  clinical and operational workflows to support it.

    That is why Connexient is proud to announce that we have joined the Epic App Orchard and are working to connect MediNav with the Epic's MyChart mobile application. We will start with two basic approaches:

    1. Deep Linking between the MyChart White Label App and the MediNav White Label App
    2. Side-by-side integration between the MyChart and MediNav Mobile Libraries within the primary health system mobile application.

    But these are just the first steps on a path that we are confident will yield over time not only innovation and transformation in Patient Experience, but also significant improvements in Enterprise visibility and efficiency in managing patient flow and clinical resources.

    We've talked about some of these future use cases recently in these blogs:

    and how they fit into Gartner's framework for the "Real Time Health System."

    So, if you are a healthcare network interested in learning more about how you can achieve these benefits for your patients and your organization, please contact us!

    Epic and MyChart are registered trademarks of Epic Systems Corporation.

    MediNav is a registered trademark of Connexient, Inc.

    So, if you are a healthcare network interested in learning more about how you can achieve these benefits for your patients and your organization, please contact us!

    Contact Us

  • Company Leads the Healthcare Vertical following Capital Raise and Double-digit Growth in FY17

    NEW YORK (March 6, 2018) – Connexient, the healthcare leader in enterprise digital wayfinding, mapping and indoor navigation services begins rolling out its new and improved software version, MediNav Navigator 3.0.

    Connexient’s MediNav™ Wayfinding and Patient Experience solution helps hospitals and healthcare networks to increase customer satisfaction and loyalty, reduce missed or late appointments and improve HCAHPS scores.

    The new MediNav Navigator 3.0 release is the most advanced indoor mapping and navigation solution available for hospitals, with the following product enhancements:

    • Synchronized Audio and Visual Prompts
    • “Nearest Me” feature
    • Route Distance Countdowns
    • Visual Landmark Photos
    • Multi-Campus Maps in Single Mobile Application

    Connexient has proven its dominant position in the healthcare vertical with major clients such as: Hackensack Meridian Health, NIH Clinical Center, Froedtert Hospital, Memorial Hermann Health System, Mercy Health, and UAB Medicine to name a few.

    “We ended 2017 on a very positive note with 28 health system contracts, representing over 45 hospital locations and a total of 60 million square feet mapped,” said Connexient CEO and Co-founder, Mark Green. “We are very proud to be working with some of the most innovative health systems in the country, who are leveraging digital wayfinding and location-based services to improve the experience of their patients, visitors and even staff. The Riverside financing and partnership will help us continue our double-digit growth.”

    Connexient completed a Series A financing with Riverside Acceleration Capital, which is part of the Riverside Company, a global investment firm with more than $7B in assets under management. Riverside’s long term vision and deep capital base further enables Connexient to meet the needs of their clients and seize this enormous market opportunity.

    # # #

    About Connexient

    Connexient (www.connexient.com) provides innovative Indoor Mapping, Navigation and Location-based Services hospitals and healthcare networks with large, complex buildings and campuses. The MediNavTM Navigator Edition Patient Experience solution helps to increase customer satisfaction and loyalty, reduce missed or late appointments and improve HCAHPS scores.

    More than just a mobile app, Connexient’s mission and vision is to navigation-enable Enterprise IT. The Connexient Mobile Application SDKs and Web APIs enable its clients to integrate its rich, navigation quality indoor maps and location-based services across Enterprise IT in areas such as asset tracking, staff and patient flow, facility management, safety and security and more, with use cases that bring compelling value to users and direct ROI in capturing lost revenue, reducing costs and increasing operational efficiency and intelligence.


    MEDIA CONTACT:
    Sarah Stabile
    This email address is being protected from spambots. You need JavaScript enabled to view it.
    646.453.9453

  • Connexient's Chief Product Officer, Geoff Halstead, spoke at the Comspark Tech + Innovation Conference in Mason, OH today.  to an audience of Healthcare and other Enterprise IT Executives.    In addition to presentation and demo, the session included a very active Q & A discussion.   

    Wayfinding Applications: How Handheld Devices Are Changing the Way We Navigate

    Improving patient experience is the #1 priority of hospitals. See how world class hospital systems are using mobile wayfinding to remove the stress of getting from place to place within their campuses.

    In the age of smart phones, businesses with large campuses such as hospitals, universities, and malls are turning to navigation on handheld mobile devices as a resource to make it easier for customers and visitors to find their way.

    Join Afidence CEO Bryan Hogan as he introduces mobile wayfinding and the many industries that could benefit from this technology. With him will be Connexient Chief Product Officer Geoff Halstead showing how the application MediNav has revolutionized wayfinding in hospital campuses nationwide.

  • At Connexient, we know that Patient Experience is the first “killer application” of indoor navigation and navigation-based services in large, complex facilities. The reason is simple: when patients and visitors get lost - which happens very frequently - this has a direct and negative impact on their experience at the hospital! All of our clients intuitively understand just how big and important this pain point is.

    b2ap3_thumbnail_David-Aaker.jpgBut putting an specific ROI number on this can sometimes be a little difficult. This recent blog post, The Patient Experience Study,by David Aaker, an organizational theorist, consultant, and Professor Emeritus at the University of California, Berkeley’s Haas School of Business, provides some great insights and data on just how big an ROI story Patient Experience actually is:

    There is a remarkable ROI story behind improved patient experience but it doesn’t always carry the day because it is not well documented or communicated. Patient experience investment drives increased capacity, reduces operating costs, improves employee retention and builds an enhanced brand that creates loyalty and thereby increases revenues. One study showed an improvement in on-time appointments from 18% to 84% and led to measurable payoffs in terms of productivity and impatient referrals translating to $460,000 average additional patient revenue per physician per year.


    So What is the ROI in Patient Experience for Digital Wayfinding?

    We are starting to frame out some pilot studies with several of our clients to gather data and analytics on exactly this question! In the meantime, here are some of the focal points for how we think about it and will be framing our metrics for tracking and study.

    1. Poor Wayfinding causes unnecessary stress and anxiety for Patients and Visitors.

    • We normally hear that this is in the top 3 of comments and complaints in surveys on patient satisfaction that involves a site visit.

    2. On average, 30 - 40% of patients and visitors entering a large hospital or medical center get lost.

    • This number only refers to those that actually get lost, not the broader pool of those that experience stress from the difficulty of navigating to their destination.

     3. 2% of Medicare reimbursements, whichon average represent 43% of Healthcare Network Revenues, are at risk based on HCAHPS Patient Satisfaction ratings and Value-based Purchasing

    • Therefore even small improvements to Patient Satisfaction ratings can have big impacts on revenue!

    4. 40% of patients and visitors depend on hospital staff for Wayfinding assistance

    • While there are certainly benefits to staff interactions, there is also no doubt that the impact on productivity of staff is significant.

     5. $150 billion dollars annually are lost due to appointment no-shows, with additional impacts from late appointments.

    • Reducing the number of late and missed appointments is goal that Connexient is keenly focused on by integrating appointment scheduling with our Digital Wayfinding - and key features such as our Parking Planner.

    Each of these areas, while a little “fuzzy”, do have metrics that can be measured and analyzed to arrive at estimation on ROI for Digital Wayfinding for Patient Experience.

    b2ap3_thumbnail_general-hospital.pngWhat Is Your ROI Story for Digital Wayfinding?

    Each of our clients has their own understanding and experience that frame their thinking about the value of Digital Wayfinding for Patient Experience. Until our pilots and studies are completed, please Contact Us for an ROI Calculator that can help you to make your own estimates based on what you know about your organization, facilities and wayfinding challenges.

    And of course, if you have thoughts and metrics to share, we want to hear them!

    Contact Us for a Digital Wayfinding ROI Calculator

  • After a very hectic but rewarding and exciting week at HIMSS16, it is time to catch our breath and take stock. Here are our take-aways from the show on the status of Digital Wayfinding, Navigation and Location-based Services in Healthcare.

    The Market Has Arrived

    What we saw at HIMSS16 mirrors what we have seen generally over the last couple of quarters: the market has arrived!  Digital Wayfinding and Indoor Navigation are no longer a new concept, to be considered and explored, with perhaps a pilot. Rather, we are seeing fully funded, well defined RFPs, and requests for quotations for multiple sites and Enterprise network deployments.

    Yes, in this there will always of course be some mix of pilots. But there are many forward leaning healthcare networks that want to positively impact Patient Experience with best-in-class Digital Wayfinding and Indoor Navigation right now.

    Integration is the Next Step: The Airline Check-in Model

    HX360-Presentation-Mark-2016

    Connexient CEO, Mark Green presenting and discussing the "Airline Check-in Model" user experience at HX360.

    For many of our clients, there is a keen understanding that the real value and ROI from Digital Wayfinding and Indoor Navigation will come when it gets integrated into other key components of Patient Experience. One of the most important of these is Appointment Scheduling. This is where Connexient has been pioneering an innovative user experience that we call the Airline Check-in Model with the following benefits:

    1. enhance patient experience, making it easy to get to where the patient or visitor wants to go;
    2. minimize the stress of patients and visitors face in navigating a large, complex facility;
    3. reduce missed or late appointments – capturing lost revenue; and
    4. optimize resource utilization by improving enterprise visibility of inbound appointments.

    Last week, we announced a partnership with HackensackUMC to bring this from concept to reality. And at HIMSS16, we began fleshing out plans with other clients to do the same.

    The Understanding of Indoor Mapping & Navigation as an Enterprise Solution

    As important as Digital Wayfinding and Indoor Navigation is to solving a major pain point in Patient and Visitor Experience, Connexient has always emphasized that this is really just the first step.  Connexient’s driving vision and product roadmap is to Location-Enable the Enterprise, enabling, via our API + SDK, navigation-quality indoor maps and location services to be integrated into applications across patient experience, operations, security, facility management and more.    There are then multiple streams of ROI to be gained from each additional integration.

    We are actively planning and moving down that roadmap with the National Institutes of Health. At HIMSS16, we began to flesh this out with several other clients.

    Working with Stanley

    There was also great enthusiasm from mutual clients about the opportunities for ROI and value to patients and staff that can be delivered through our partnership with Stanley Healthcare. The next phase of this collaboration will be very exciting!

    Look for Announcements to Come!

    So, all-in-all HIMSS16 was the capstone on the next phase in the growth of the market and of Connexient.   Look for lots of news and announcements that will come out of HIMSS16 in the months to come!
     

    CONTACT US

  • Marketing Digital Wayfinding Presents Unique Challenges

    During MediNav Stage 2 - where most of our clients are today - the focus is on driving an initial level of awareness and adoption of the solution.   Since MediNav is an All Screens Solution, there are many aspects to this.  But given that the mobile turn-by-turn indoor navigation is the most effective tool to actually help people when they are in the building, the challenge of getting them to try it is paramount.

    Getting a person to download a mobile application is hard - especially one that is perceived to only be useful for a short term need or experience such as wayfinding - is hard.   Numerous studies show that consumers suffer from app overload and are reluctant to install new applications.   But, of course, mobile apps have become one of the most important vehicles for any engagement with consumers.   Comscore's 2017 U.S. Mobile App Report, for example, reported that "Mobile apps account for 57 percent of all digital media usage, and smartphone apps alone capture more than half of digital media timespent."

    There are many tools and strategies for marketing that are absolutely important and essential to success.   Connexient and our clients are all learning together in our community which ones are most effective for mobile applications by sharing ideas and best practices.

    We believe that the key to success is presenting, marketing and integrating the Digital Wayfinding solution into key contextual touch points where users will be focused on and eager to try it.  

    Stages of the Patient Journey for an Appointment

    So, what are those contextual touchpoints?  We encourage our clients to think in terms of Stages of the Patient Journey for an Appointment. 

    1.  Preplanning - thinking about or planning an upcoming appointment

    When a patient or visitor is in the act of pre-planning for their visit, this is what we like to call a "golden moment."  All kinds of questions will be swirling through their minds.  Where is the appointment?   Where do I park?  Where is that in relation to my appointment?  And so on.   This is the moment when a user is motivated and eager to learn about and try a digital wayfinding solution - even if it does mean downloading another app.   

    So think about all of the touchpoints where your patients and visitors be engaged to prepare for their appointment.  Here are just a few examples.

    • Print- appointment letters, news letters, etc. 
    • Web - the Web site physician finder and patient portal appointment scheduling screens.   This is where you can leverage MediNav's Web APIs and Deep Links to make the solution one click away when it is most needed.
    • Email- appointment reminders and preparation instructions.   What better time than to help them with wayfinding?
    • Mobile- banners & links in other mobile apps and mobile Web sites are powerful.  But in particular mobile SMS appointment reminders are hugely effective because of their 97%+ open rates, and you are engaging the user at precisely the moment when he or she will be thinking about how to get there and where to park!

    Note - integrating MediNav directly into other mobile apps is the most powerful approach of all, but that goes beyond marketing.   

    2. Arriving at the facility for an appointment

    If they have not preplanned their visit - and do not have MediNav - chances are your patient or visitor is already lost at this point!   Think about those key arrival points where signage can be placed:  garages, lobbies, reception and information desks, elevator banks, etc.    Other creative opportunities include things like having the parking attendant hand out a flyer, or adding information on the parking ticket itself.

    And what digital vehicles are there?  Anyone that logs onto your WiFi Portal and/or Mobile Web Site is almost by definition a "Digital Native."  Engage them right there with a banner and call-to-action!

    And, of course, Kiosks and Digital Signage are where many arriving visitors turn to for information and help.   You can use the MediNav Wayfinding Kiosks, or integrate MediNav into multi-purpose Kiosks or Interactive Digital Signs that support HTML5.   And don't forget that even standard digital signs can have be a great place to market.

    3.  At the Facility – and probably lost and actively seeking wayfinding assistance!

    Many people are reluctant to ask for help, or over-confident about their ability to find their way.   Once they venture deep into the building - and as often as not get completely lost - this is a prime opportunity to make them aware of the MediNav solution! 

    Signage, flyers, posters or stickers at key wayfinding points - elevator banks or in elevators, confusing intersections, known problem areas - can be very compelling.   Once a patient or visitor gets to the waiting room, with time on their hands and fresh off a wayfinding challenge, be sure that you have flyers or better yet incorporate messaging into other print materials.

    Most importantly of all, don't forget about staff.  They are your "wayfinding solution" today for most lost patient or visitors - and therefore your most important marketing asset!  In our experience, high rates of familiarity and usage of MediNav by staff - who get lost sometimes too! - empowers them to become ambassasors and social marketing agents for the app.   Even if they do walk the patient to their appointment, often the app enables them to get there much more efficiently.

    4.  Follow-on Communications

    Just because a patient or visitor has left the facility does not mean the chance to make them aware of the digital wayfinding solution is over.  Any email, print or mobile follow-on communications are an invaluable opportunity to remind the user once again.  If they did not use the solution, the pain of the wayfinding experience will be fresh in their minds to motivate them to try it on the next visit.

    Make Sure That You Leverage Mobile SMS

    Each of these stages in the Patient Journey to and from an appointment - and the particular touchpoints you focus on - will have many different types of media that can be leveraged.  But when weighting tools and and mediums to focus on, there is no question that mobile SMS is one of the most effective.  Nothing else even comes close in the reach and conversion rates. 

    Further, most healthcare networks are already sending text messages for things like appointment reminders - a perfect 'magic moment' to present the digital wayfinding solution - and would benefit greatly by increasing their opt-ins and engagement through this medium.

    But that is a topic for another blog coming soon!

     

  • Connexient was proud and excited to announce yesterday Smart Source and Connexient Join Forces to Provide Elevated Patient Experience, an industry leader in helping hospitals to increase productivity and revenue. With this partnership, our MediNav™ Digital Wayfinding solution will be linked to Smart Source's proprietary HandHolder™ appointment reminder system.

    The combined MediNav™ /HandHolder™ pre-arrival/arrival solution will provide an enhanced and informative patient experience, meaning patients will have the information that they need to not only arrive on-time but also be prepared for their appointment. But there is another benefit that is just as important: improved on-time starts, reduced appointment no-shows and increased patient satisfaction scores for hospitals and physicians.Source: Smart Source LLC

    This infographic encapsulates exactly how Smart Source accomplishes that by reducing missed and late appointme
    nts - with proven success at major medical centers across the country.

    With our new integrated offering, we are confident that we can boost the already strong ROI equation even further, while taking Patient Experience to a whole new level. In our blog earlier this week, Digital Wayfinding for Patient Experience is an ROI Story, we talked about some of those other drivers of ROI that we are focused on, including improved HCAHPS scores and improved staff productivity.

    Our Job: Reduce Stress and Anxiety and Get Patients and Visitors to their Destinations

    As much as we are true believers, innovators and visionaries when it comes to the power of Indoor Navigation and location-based services, we also have always had a bedrock conviction that a mobile app is only part of the solution. We always keep at top of mind what our value to our clients and users is. Nobody goes to the hospital to have an indoor navigation experience. They go to the hospital to get to their appointment. That's our mission.

    That's why our All Screens approach to Digital Wayfinding is so critical. There are a huge range of demographics and 'user types' at Hospitals and Healthcare Networks. Some of them are "early adopters" that will love blue dot indoor navigation. Others will never touch it. And all will need maps, routes and other information available in multiple modalities:

    • on the Web for pre-planning;
    • on Kioasks and Digital Signs when they arrive;
    • via print options to take personalized route maps and directions with them.

    The right modality is whatever each particular user needs at the moment - on any screen, any time, and anywhere.


    Connexient + Smart Source: Integrating Appointment Scheduling with Digital Wayfinding

    One mantra we talk to our clients about is the critical step of integrating Digital Wayfinding with that crucial moment when a patient and visitor is thinking about coming to their appointment. That is when we can connect the moment of need and motivation for a user to the MediNav application that will actually solve the problem - whichever modality they choose.

    Our partnership with Smart Source will now take that integration even further, adding call-to-action and customized links right into the HandHolder™ pre-arrival/arrival solution. Connexient + Smartsource clients will now be able to take this already amazing effective and personalized tool to a new level of convenience and satisfaction for patients and visitors. With MediNav integration for example, users will now add the following capabilities.

    1. Parking Planner: personalized parking recommendation and guidance in Google Navigation to the right garage without error.
    2. Welcome Screen: a personalized prompt that automatically opens when the user enters the garage.
    3. My Car Saver: an automatic option to save the user's parking spot.
    4. Blue Dot Indoor Navigation: turn-by-turn right from their car, all the way to their final appointment destination indoors.
    5. Return to My Car: then hours later, guidance right back to their car.

    It is pretty easy to see how this will reduce no shows and late starts, as well as the stress and anxiety that so many patients and visitors experience when trying to get to their appointments. It is a great example of 2 + 2 adding up to a 10!

    Want to Learn How Connexient + Smartsource Can Help Your Healthcare Network?

    If you would like to learn more about Connexient + Smartsource partnership and our integrated solution, please contact us. We are both organizations keenly focused on client needs and above all patient needs, so we look forward to collaborating with current and future clients to push this new area of innovation in Patient Experience.

  • OK so the Apple Watch is not a Game Changer for Healthcare (Yet)

    b2ap3_thumbnail_Apple-Watch4.png

    The recent release of the Apple Watch was greeted by a collective sigh by the mHealth community, and for good reason.  Here's a good summary from Healthcare Success:

    b2ap3_thumbnail_hss-logo.pngThe advance billing for the Apple watch was typically Apple-superlative. Fueled by the enthusiasm of legions of brand evangelists, the initial buzz anticipated something “revolutionary,” “life-changing” and/or “breakthrough” for health and healthcare.
    Well… It turns out that the “innovative” health-and-fitness Apple Watch is more “fitness” than “health.” Version 1.0 is an admittedly stylish gadget that has closer ties to the gym than the hospital or doctor’s office. At least in this rollout product line, Apple has not included some of the anticipated bells-and-whistles for health care.

    But It Has Fantastic Potential for Digital Wayfinding

    We are happy to say, however, that the Apple Watch and similar wearables hold lots of promise for Digital Wayfinding!  While we can't provide a turn-by-turn navigation visualization because of the form factor, we absolutely can and will over time be able to provide location-enabled Digital Wayfinding guidance the users of such devices.

    There are a number of steps to get there, some of the most important of which are being taken byCisco with its new HyperLocation Solution, but it's an exciting new delivery vehicle that may well appeal over time to a category of users that would prefer to not use their smartphone - or at least have to hold it up to navigate.

    Look for Connexient to work with early adopter clients and partners to develop these uses - and use cases!

    If you would like to be one of these partners, please contact us!

  • Finding your way to your doctor’s office at UAB Medicinejust got easier - thanks to MediNavTM!   So did finding your way to the parking lot, the coffee shop and the restaurant across the street.

    UAB kicked off the marketing launch today for UAB MedicineWayfinder, available on mobile devices and as a web version for desktop use.  UAB Medicine Wayfinder powered by MediNav™ Navigator Edition 2.0. This is one of our largest deployments to date, with 1,534 beacons arrayed across the UAB Medicine campus, and providing maps and navigation for 10.7 miles of routable pathways and over 5 million square feet of space with 135 points of interest or destinations covering seven buildings and three parking garages.

    MediNav's ability to provide end-to-end indoor + outdoor wayfinding and navigation is particularly important at UAB, where people must navigate across multiple buildings on a huge campus and to outlying clinics and UAB Hospital-Highlands.

    These capabilities also support our popular Parking Plannerand My Car Saver features, which get users to the right parking garage based on their indoor appointment locatiion and even remembers where you parked your car to lead you straight back to it.

    Today's launch is just the beginning of the first phase for MediNav at UAB Medicine, who have a strong vision for how indoor mapping and navigation services can be integrated with other Enterprise applications and platforms to:

    1. reduce missed and late appointments and further enhance patient experience; and
    2. improve Enterprise efficiency across operational workflow, asset tracking, facility management, safety & security response and more.

    So today is an important milestone to celebrate - but just the first in a path driving realizing all of the value for users and Enterprise ROI that can be achieved with Medinav!

    Links for UAB MedicineWayfinder:

     

     

     

  • I recently came across this position paper called:

    published by the outstanding Center for Health Design.

    While it was published in 1992 - and thus predates virtually all Digital Wayfinding - it is strking how the issues and principles it articulates continue to resonate.  To excerpts stand-out.

    The Benefits of Good Wayfinding

    In sum, good wayfinding promotes

    • Reduction of stress and frustration for the visitor
    • Functional efficiency
    • Visitor accessibility
    • Safety
    • Patient empowerment, improving cognitive skills in spatial understanding
    • Improved bottom line

    All of those benefits apply to Digital Wayfinding, of course, but even more powerfully. We start with addressing patient and visitor stress, and all the impacts that has, but that is just the starting point. Some of the most compelling use cases we are now discussing and addressing with our clients in our roadmap revolve around staff efficiency and safety and security. This is all part of our vision of Navigation Enabling the Enterprise.

    The Dynamic Nature of Wayfinding

    The White Paper presents a very clear understanding of the "dynamic" nature of Wayfinding.

    Unlike spatial orientation with its static relationship to space, wayfinding is a dynamic relationship to the space. It is dynamic in that people’s movement with their direct sense of orientation to place must be accommodated

    It then lays out the rinciples of good wayfinding system design.

    Unlike spatial orientation with its static relationship to space, wayfinding is a dynamic relationship to the space. It is dynamic in that people’s movement with their direct sense of orientation to place must be accommodated

    1. Knowing where he or she is (i.e., “I have just arrived at the front door of the surgery center”).

    2. Knowing his or her destination (i.e., “My instructions from the physician’s office indicate that I need to check in and register with the information desk”).

    3. Knowing which route gets him or her to the destination (i.e., “The information receptionist told me to follow the signs to the elevator and take the elevator to the third-floor surgery waiting room and check-in desk”).

    4. The ability to follow that route (i.e., “I need to locate and interpret appropriate signs that lead me to the elevators, exit the elevator on the third floor, and locate the surgery waiting room”).

    5. Knowing when he or she has reached the destination (i.e., “This appears to be the surgical waiting room, and the desk is most likely for registration”).

    All of these are core principles in the design of our Indoor Navigation UX. There is one fundamentally new and different characteristic of ;Indoor Navigation that differs from static wayfinding systems (i.e. signage), however:

    1. Knowing where he or she is

    In a navigation UX, that sense of "knowing where you are" goes away -and actually becomes a distraction. Referencing visual landmarks is important - but for a different reason. These indicate to the user that he or she is on the right path - i.e. that navigation is on track.Slowing the user down with map reading and map awareness is counterproductive and confusing.

    Navigation is about what is next and where you are going, not where you are.

    In a typical wayfinding journey, a user might well shift between navigation to map reading - in which case that location and map awareness come to the forefront again. That is why Connexient puts so much emphasis on all modalities and all screens, not just navigation. But they key to navigation is understanding the difference!

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Connexient LLC

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(212) 763-6604 | (888) 850-4920
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