# Session title

Lost in the hospital: How (not) to design wayfinding for better CX

## Session URL

https://staging.webexpo.net/prague2025/sessions/lost-in-the-hospital-how-not-to-design-wayfinding-for-better-cx/

## Session Type

Conference Talk

## Talk Description

Imagine you're dealing with a serious health issue, feeling stressed and anxious, and on top of that, you find yourself lost in a hospital where the signs are more confusing than helpful. Unfortunately, this isn’t just a hypothetical scenario — almost half of patients face similar challenges in Czech hospitals. In this talk, Ladislava and Michaela will walk you through the results of hospital walkthroughs, eye-tracking studies, and virtual reality testing to uncover why people get lost in hospitals and how it critically impacts their overall customer experience (CX). They will share practical insights into effectively connecting digital and physical navigation, demonstrating how clear, intuitive, and user-centred design not only enhances orientation but significantly transforms their entire patient journey. Join them to learn why effective wayfinding goes beyond reaching a desired destination — it’s fundamentally about empathy towards people.





## Tags

Design Thinking & UX, Research, Service Design & CX

## Session Focused on

Web Development: 20%, Design & UX: 100%, Marketing: 80%, Business: 80%

## Session Presenter

Ladislava Zbiejczuk Suchá

## Session Presenter Bio

Ladislava leads a study program focused on service design at Masaryk University. She has a background in sociology and information science and more than 15 years of experience in user research and design in various contexts, with a strong focus on improving public services.

## Session Details

### Date

May 29, 2025 4:00 pm

### Duration

40 Minutes

### Specific Location

Lucerna Cinema

### General Localtion

Lucerna Palace, Prague, Czech Republic