Wayfinding and the Visitor Experience 2013 FD2S INC.

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Albert George
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1 Wayfinding and the Visitor Experience

2 Wayfinding = Signage

3 Wayfinding = the practice of helping people find their way

4 Communities dicover that visitors are constantly lost I m lost!

5 Or potentially popular destinations are being under-used I m lost! How is it I can t find the Visitors Center?!

6 The first inclination is to install more signs I m lost! We need to put up some signs! How is it I can t find the Visitors Center?!

7 Look at every point of contact PAGEANTRY WEB SIGNAGE MAPS DISTRICTS VOLUNTEERS

8 B AST ROP, T E X A S Visitor Center & Museum Opera House Library Bastrop State Park Fisherman s Park Riverwalk Parking Lot 1 Wayfinding will actually play a leading role in shaping the overall experience of visitors, which is a critical component of a strong, valuable brand for your community. BASTROP Est Visitor Center & Museum Parking Lot 1 Fisherman s Park Sign Type 1 TxDOT Informational Sign Sign Type 2 Along US71 Feeder / SH21 / SH95 Sign Type 6 Vehicular Directional Existing Pole Historic Homes High School Fisherman s Park Lot 3 WATER S TREET Lot 3 WATER S TREE T Christmas 2012 Sign Type 7 Vehicular Directional New Pole Sign Type 8A Existing Pole Sign Type 8B New Pole Sign Type 9A Pedestrian Map Sign Type 9B Pedestrian Map Sign Type 9C Pedestrian Map Wall Mounted Sign Type 10 Directional Panel Mounted to Existing Structure Bastrop, Texas

9 Wayfinding will actually play a leading role in shaping the overall experience of visitors, which is a critical component of a strong, valuable brand for your community. Bastrop, Texas

10 Wayfinding will actually play a leading role in shaping the overall experience of visitors, which is a critical component of a strong, valuable brand for your community. Bastrop, Texas

11 Wayfinding will actually play a leading role in shaping the overall experience of visitors, which is a critical component of a strong, valuable brand for your community. Bastrop, Texas

12 In its broadest and most valuable sense, a brand is actually an organization s promise to its customers, who in our case is visitors and residents. Promise Expectation Brand

13 When a brand is managed effectively, every contact point with a customer is viewed as an opportunity to reinforce the brand promise. PAGEANTRY WEB SIGNAGE MAPS DISTRICTS VOLUNTEERS

like speed, luxury, or value, and instead putting the focus of their

14 Sophisticated organizations have increasingly sought to differentiate themselves by moving away from traditional promises like speed, luxury, or value, and instead putting the focus of their brand promise on the experience of using their product or service. speed luxury value

15 Examples of experiences that could form the basis for compelling brands cosmopolitan world of arts and fine dining Dallas: Big things happen here

16 Examples of experiences that could form the basis for compelling brands cosmopolitan world of arts and fine dining Dallas: Big things happen here Romantic Retreat Llano: Land of Legend and Lure

17 Examples of experiences that could form the basis for compelling brands cosmopolitan world of arts and fine dining Dallas: Big things happen here journey back in time Nacogdoches: The Oldest Town in Texas Romantic Retreat Llano: Land of Legend and Lure

18 Examples of experiences that could form the basis for compelling brands Romantic Retreat Llano: Land of Legend and Lure cosmopolitan world of arts and fine dining Dallas: Big things happen here journey back in time Nacogdoches: The Oldest Town in Texas COMMUNE WITH NATURE Lufkin: Destination... Golf!

19 Examples of experiences that could form the basis for compelling brands cosmopolitan world of arts and fine dining Dallas: Big things happen here journey back in time Nacogdoches: The Oldest Town in Texas Romantic Retreat Llano: Land of Legend and Lure COMMUNE WITH NATURE Lufkin: Destination... Golf! FAMILY-ORIENTED ADVENTURE Sulphur Springs: Great Parks. Great People.

20 How do you want to be viewed by potential visitors?

21 Wayfinding is a critical part of the visitor experience City Center, Katowice, Poland

22 Wayfinding is a critical part of the visitor experience Austin Fine Arts Festival

23 Wayfinding is a critical part of the visitor experience Austin Fine Arts Festival

24 A city doesn t have total control of the visitor experience

25 A place that promises a folksy, small-town experience might have a more subtle, low-key wayfinding program... Orange, Texas

26 ... than one that promises a fast-paced and upscale urban experience South Post Oak, Houston, Texas

27 Broadest possible view of elements that comprise the wayfinding program: Website Do you have a separate website dedicate to the needs of visitors, of is visitor information buried within the city s larger site? Does the site offer easy-to-use maps and directions?

28 Broadest possible view of elements that comprise the wayfinding program: Website Village of Wauwatosa, WI

29 Broadest possible view of elements that comprise the wayfinding program: Maps Do the materials you send to potential visitors make it easy for them to plan a trip and tell them what to expect when they arrive?

30 Broadest possible view of elements that comprise the wayfinding program: Maps Printed Map Dimensional Map

31 Broadest possible view of elements that comprise the wayfinding program: Visitor Center Staff and Volunteers The design of the center and the services it offers should reflect the desired experience, and volunteers should be skilled at providing directions and advice that support this experience

32 Broadest possible view of elements that comprise the wayfinding program: Visitor Center Staff and Volunteers Marshall, Texas Asheville, North Carolina

33 Broadest possible view of elements that comprise the wayfinding program: Districts and Pathways Creating distinct zones or corridors within a city can assist with wayfinding and also highlight the presence of relevant attractions

34 Broadest possible view of elements that comprise the wayfinding program: Districts or Pathways Streetscape Elements

35 Florence 3rd Paisano Kansas Campbell Ochoa Virginia Mercado Paisano Stanton Mesa 1st Oregon County Jail El Paso Paisano Santa Fe El Paso County Courthouse Magoffin Chihuahua Loft Light Studio Shopping District Overland Leon Federal Courthouse Aztec Calendar Park Myrtle Durango Union Plaza District Firefighters Memorial Park P San Antonio Overland Government District City County Building P Public Parking You Are Here Aparcamiento Público Está Aquí Texas Exploreum P Railroad and Transportation Museum P Camino Real Hotel San Antonio Percolator Art Space City 2 Florence Ochoa THE CITY OF EL PASO TEXAS Abraham Chavez Theater Mills P Arts Festival Plaza Mills Promenade Pioneer Plaza City 1 Durango San Francisco Williams Convention Center Art Museum Plaza Theater San Jacinto Plaza Anthony Main Union Plaza Creative Kids/ OLO Gallery Visitors Center Office District Parks Union Plaza District Arts District Parques Distrito de Union Plaza Distrito de Artes Ballpark Parque de Baseball Chavez Theater Teatro Chávez Convention Center Centro de Convenciones Union Plaza Plaza Unión Doubletree Hotel Hotel Doubletree Holocaust Museum Museo del Holocausto Art Museum Museo de Arte Arts Festival Plaza Plaza de Festivales de las Artes Camino Real Hotel Hotel Camino Real Plaza Theater Teatro Plaza Shopping District Distrito de Compras Information (915) Santa Fe El Paso P Oregon Mesa Railway P P UTEP Graduate Business Center Tom Lea Institue Stanton Kansas Campbell San Francisco Ballpark History Museum Cleveland Square Park Franklin Gardner Hotel Library Union Depot Missouri Franklin 10 MINUTE WALK 5 MINUTE WALK Missouri Scottish Rite Temple Doubletree Hotel State Office of Holiday Administrative Inn Express Hearings Hotel Grace Chope Park Arts District Wyoming Interstate Hwy 10 Holocaust Museum Ochoa Yandell El Paso Los Angeles Oregon Mesa Stewart Prospect Montana Upson Yandell El Paso Community College Rio Grande Campus Shopping District Government District Office District Distrito Comercial Distrito de Gobierno Distrito de Oficina 4 P Union Plaza District P P 1 P 6 7 Arts District P 10 P P 9 Shopping District 8 Office District 11 Government District 12 Santa Fe El Paso Paisano Overland San Antonio Main Missouri Interstate Hwy 10 Legend 1. Visitor Center 7. History Museum 2. Ballpark 8. Holocaust Museum 3. Williams Convention Center 9. Library 4. Union Depot 10. Plaza Theater 5. Abraham Chavez Theater 11. El Paso County Courthouse 6. Art Museum 12. Federal Courthouse San Antonio Santa Fe 10 MINUTE WALK 5 MINUTE WALK Police (915) Ochoa City County Building Aparcamiento Público County Jail Está Aquí El Paso County Courthouse Loft Light Studio Parques Park Exploreum Museum City 2 Florence Ochoa Distrito de Union Plaza Abraham Arts Festival Plaza Mills Promenade Pioneer Plaza City 1 Center San Jacinto Plaza Creative Kids/ OLO Gallery Santa Fe El Paso Oregon Mesa Stanton Kansas Distrito de Artes Campbell Ballpark Gardner Hotel 10 MINUTE WALK 5 MINUTE WALK Library Hearings Distrito Comercial Scottish Rite Temple Doubletree Hotel Hotel Grace Chope Park Ochoa Distrito de Gobierno Santa Fe El Paso Shopping District 11 Government District 12 El Paso Oregon Mesa Rio Grande Campus 4 P Union Plaza District P P 1 P 6 7 Arts District P 10 P P 9 Main Santa Fe Office District Distrito de Oficina 10 MINUTE WALK 5 MINUTE WALK 8 Broadest possible view of elements that comprise the wayfinding program: Districts or Pathways Convention Center THE CITY OF EL PASO TEXAS Union Depot Paisano Leon Chihuahua Durango Union Plaza District Firefighters Memorial Park Overland Railroad and Transportation P San Antonio Durango San Francisco Williams Convention Anthony Union Plaza P San Francisco Franklin Union Pacific Railway Missouri Los Angeles Stewart Prospect Upson Santa Fe El Paso P Chavez Theater P Visitors Center Arts District Yandell 3rd Paisano Mercado Paisano Stanton Mesa 1st Oregon Shopping District Overland San Antonio Texas Camino Real Hotel P Mills Art Museum Plaza Theater Main P Railway P UTEP Graduate Business Center History Museum Cleveland Square Park Franklin Missouri Wyoming Interstate Hwy 10 Holocaust Museum Yandell El Paso Community College Montana Kansas Percolator Art Space Tom Lea Institue Campbell Aztec Calendar Office District Florence Government District Myrtle State Office of Holiday Administrative Inn Express Magoffin Federal Courthouse Virginia P Public Parking You Are Here Parks Union Plaza District Arts District Shopping District Government District Office District Convention Center Union Pacific Railway Ballpark Parque de Baseball Chavez Theater Teatro Chávez Convention Center Centro de Convenciones Union Plaza Plaza Unión Paisano Overland San Antonio San Antonio Missouri Interstate Hwy 10 Doubletree Hotel Hotel Doubletree Holocaust Museum Museo del Holocausto Art Museum Museo de Arte Arts Festival Plaza Plaza de Festivales de las Artes Camino Real Hotel Hotel Camino Real Plaza Theater Teatro Plaza Shopping District Distrito de Compras Legend 1. Visitor Center 2. Ballpark 3. Williams Convention Center 4. Union Depot 5. Abraham Chavez Theater 6. Art Museum 7. History Museum 8. Holocaust Museum 9. Library 10. Plaza Theater 11. El Paso County Courthouse 12. Federal Courthouse Information (915) Police (915) El Paso, Texas

36 Broadest possible view of elements that comprise the wayfinding program: Signage Beyond wayfinding signage, this could include interpretive exhibits, custom street identification, and seasonal or event-specific pageantry

37 Broadest possible view of elements that comprise the wayfinding program: Signage History Wall, The Alamo

38 Broadest possible view of elements that comprise the wayfinding program: Placemaking Elements Everything from architectural gateways and landmarks to street furniture and transit shelters can create a sense of place and reinforce the desired experience

39 Broadest possible view of elements that comprise the wayfinding program: Placemaking Elements Art Wall Sculpture Infrastructure

40 Wayfinding will help you build a stronger, more valuable brand Brand Experience Wayfinding

SHOPS ON PALM CANYON DOWNTOWN PALM SPRINGS, CA

SHOPS ON PALM CANYON DOWNTOWN PALM SPRINGS, CA INTRODUCTION From its desert landscape at the foothills of the majestic peaks of the San Jacinto Mountains to the enduring legends and hallmarks of its glorious