Mapping information uncertainty in hospital wayfinding through patient journey maps
| Authors | |
|---|---|
| Year of publication | 2026 |
| Type | Peer-reviewed scientific article |
| Magazine / Source | Information Research |
| MU Faculty or unit | |
| Citation | |
| web | https://api.elsevier.com/content/abstract/scopus_id/105040246341 |
| Doi | https://doi.org/10.47989/ir31ISIC65290 |
| Keywords | hospitals; information uncertainty; patient journey map; wayfinding |
| Description | Introduction. This study proposes a replicable framework to detect, code, and visualise information uncertainty during hospital wayfinding across digital and physical touchpoints, treating wayfinding as a distributed information behaviour. Method. A seven-stage patient journey model (pre-arrival to exit) structures data collection. The unit of analysis is a stage-bounded interaction with a touchpoint. Analysis. Events are coded with a codebook. Coded units are aggregated into a Stage–Touchpoint–Uncertainty matrix and transformed into heatmaps and patient journeys that display uncertainty peaks. Results. The framework operationalises uncertainty with observable, time-stamped indicators and supports triangulation. Conclusion. Journey-based, behaviour-proximal coding makes information uncertainty measurable and comparable across sites. The approach enables evidence-based prioritisation of wayfinding interventions while accommodating variability in hospital contexts and patient needs. |
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