Assessing Spatial User Experience for Design Guidelines: A Comparative Study of Outpatient Waiting Rooms With Conventional Versus Modern Features

Abstract

Objectives: Identify waiting room design features that are most appreciated by outpatients and their companions in conventional and modern waiting rooms. Evaluate if end users evaluate the environment differently from experts and in what aspects. Provide evidence-based design guidelines that orient designers and healthcare managers. Background: Built environments are relevant in patients’ evaluation of overall healthcare service. For outpatients, waiting frequently consumes the largest amount of time; thus, waiting room interior design has great potential to enhance their experience. Methods: This study compares perceptions of two types of waiting rooms—conventional and modern—based on the spatial user experience (SUE) model. In the first stage of the study, we compared user evaluations of conventional waiting rooms ( n = 137) and modern waiting rooms ( n = 426) with respect to the eight SUE model dimensions using multigroup structural equation modeling. In the second stage, an expert ergonomist and two professional interior designers assessed both types of waiting rooms. Results: Results showed that modern waiting rooms were perceived to be significantly better in all SUE dimensions. We also found experts’ evaluations were overall consistent with users’ perceptions. Discrepancies were only found in temperature perception, signage evaluation, and spatial appreciation. Conclusions: Participants valued modern style waiting room features such as good quality signage, use of armchairs and sofas, a controlled environment, and decoration. We suggest involving end users in the design process to respond to their needs and promote a positive experience. Finally, we provide easy-to-adopt design guidelines to improve patients’ waiting room experience.

Smart Waiting Room: A Systematic Literature Review and a Proposal

“…The user experience is not only related to anxiety and comfort; it is a holistic phenomenon influenced by ergonomic and affective dimensions [68] related to physical settings. It is well known that the physical environment affects human behaviors.…”

“…It is well known that the physical environment affects human behaviors. In the outpatient department, the waiting experience influences behavioral responses and intentions, such as the willingness to recommend and return [68].…”