Improving Access to Care
Cygnus developed a human-centered wayfinding strategy to reduce confusion and stress for SHN’s diverse patient population. Many users face barriers such as limited health literacy, language differences, and high emotional pressure when accessing care. Inclusive design strategies—including simplified terminology, visual cues, and CSA-compliant accessibility standards—help patients navigate independently and confidently across all SHN sites.
Grounded in Insight
Cygnus began the project with a comprehensive site audit, analyzing each hospital’s layout, existing signage, and development plans to identify systemic gaps and operational challenges. In parallel, we led multiple engagement sessions with staff, volunteers, patients, and SHN’s Patient and Family Advisory Council (PFAC) to understand diverse user needs and barriers to access. This dual-track process ensured our recommendations were both data-driven and people-centered. A pilot implementation at Birchmount Hospital’s Emergency Department allowed stakeholders to review signage in context, offer feedback, and guide refinements—strengthening both system clarity and community alignment.
Brand Continuity Across Sites
Following the merger of three hospitals and several satellite sites, SHN needed a signage system that could unify its brand across a multi-site healthcare network. Cygnus created a flexible standard that applies SHN’s brand consistently while respecting the unique contexts of each location. Shared pictograms, naming conventions, and visual design build familiarity for patients and reduce cognitive load when navigating between facilities.
Designing for Clarity Across Cultures
Scarborough’s diversity shaped every aspect of the wayfinding strategy. Cygnus worked closely with SHN’s Patient and Family Advisory Council to ensure all messaging would be understood by patients with varying levels of English literacy. Universal pictograms were evaluated and refined to meet clarity and cultural expectations, while remaining visually consistent with SHN’s brand. Medical nomenclature was simplified and consistently applied to reduce stress and confusion at critical moments. Complex departmental layouts were also restructured with clear zone lettering, enabling easier verbal instruction and memory recall for first-time visitors and those in distress. Together, these elements form a system that meets users where they are, enabling more independent navigation and improving access to care.
Built for Growth and Longevity
The SHN wayfinding system was designed to scale with the network’s ongoing redevelopment. Implementation is underway across public zones and exterior areas at all three hospitals, with the framework set to expand to clinics and internal units over time. To ensure long-term consistency, Cygnus developed a signage governance model and management policy covering all physical, digital, and temporary communications. This structure supports coordinated updates, reduces waste, and enables efficient oversight through future growth and change.
