Virtual Usability Testing of Wayfinding in a Justice Environment: The Wyndham Law Courts Case Study

Abstract

This paper presents the methodology, findings, and implications of a comprehensive VR-based usability study conducted at the new Wyndham Law Courts. Located in Melbourne's west, the facility serves one of Victoria's most culturally and linguistically diverse populations. Ahead of its opening, Humanics Collective led the design and testing of a wayfinding strategy to ensure the building would be intuitive and accessible for all users. In partnership with Deakin Motion Lab, the team employed advanced spatial tracking and eye-tracking technology to observe user behaviour across 38 test participants. The result is one of the most rigorous pre-occupancy wayfinding evaluations ever conducted in a civic environment, with direct implications for signage strategy, architectural planning, and inclusive user experience design.

1. Introduction

Navigating court environments is inherently challenging. Visitors are often under emotional strain, unfamiliar with the system, and managing complex logistics. Effective wayfinding is critical not only for operational efficiency but also for safeguarding dignity and access. The Wyndham Law Courts project provided a rare opportunity to test a complete wayfinding strategy in a simulated, high-fidelity virtual environment before construction was complete.

Humanics Collective, responsible for the wayfinding strategy, collaborated with Deakin University to create and evaluate the VR testing model. This closed the loop between design intent and lived experience, helping uncover usability issues early and validate key assumptions through direct observation.

2. Methodology

The study used immersive VR simulation to test wayfinding performance across key public areas of the new courthouse. Using a fully rendered Unreal Engine model based on architectural Revit files, participants completed court-related navigation tasks while wearing Meta Quest Pro VR headsets. Each session included onboarding, eye-tracking calibration, one or two wayfinding scenarios, and a semi-structured interview. Researchers collected behavioural and eye-tracking data for both individual (intra-participant) and collective (inter-participant) analysis.

Six scenarios reflected common user journeys, from attending a scheduled hearing to finding a legal aid counter or public amenities. Tasks were drawn from real-world correspondence such as appointment letters or verbal instructions.

3. Participants

Thirty-eight participants aged 18 to 84 were recruited through community, legal, and advocacy organisations. The group was intentionally diverse and included:

• First-time court users

• CALD individuals and low-English speakers

• Neurodiverse participants

• People with disabilities

• Legal professionals and court staff

Participants were evenly split across two testing locations and represented a wide range of technology familiarity, language backgrounds, and lived experiences.

4. VR Testing System

We used Unreal Engine’s replay technology to record the full spatial and temporal experience of each participant, allowing researchers to replay, visualise, and manipulate data in real time. Intra-participant analysis enabled detailed recall during interviews, while inter-participant analysis revealed broader patterns.

Eye movements were rendered using coloured particle ribbons, and gaze density was modelled using 3D LIDAR-style point clouds. An algorithm assigned values based on how many unique participants looked at a given point, helping distinguish between signage that was noticed versus merely glanced at. These techniques enabled more precise feedback and allowed stakeholders to interact with the data during workshops.

5. Key Findings

Thematic analysis identified eight critical areas for improvement:

• Legibility: Signage was difficult to read from a distance, particularly suspended signs. Users expected eye-level signage and clearer visual hierarchy.

• Information organisation: Items on suspended signs were misinterpreted as being co-located. Vertical bar separators caused confusion.

• Pictograms and text: Combined use aided understanding, especially for CALD participants. Acronyms were often unclear.

• Decision points: Participants frequently hesitated at junctions without clear prompts or instructions.

• Numbering systems: Inconsistent or unintuitive room numbering led to wrong turns and uncertainty.

• Terminology: Labels like ‘General Enquiries’ and ‘Support Hub’ were misunderstood.

• Human support: Despite signage, many users sought staff confirmation.

• Stress and memory: High-anxiety scenarios reduced users’ ability to retain instructions or recover from mistakes.

6. Implications

Several refinements to signage design were recommended, including:

• Lowering suspended signs and increasing type size

• Introducing flag signs for corridor visibility

• Clarifying room numbers and using consistent directional cues

• Revising terminology and improving instructional content

The data also supported strategic planning decisions about counter locations, check-in procedures, and staff visibility. Insights have since informed planning at other public buildings.

7. Conclusion

This project demonstrated the value of integrating immersive simulation into the design and delivery of public infrastructure. VR-based usability testing provided actionable insights that would have been difficult to uncover through traditional reviews or post-occupancy audits.

The Wyndham Law Courts study reflects a broader shift toward validation-driven design in civic environments. By combining wayfinding strategy, environmental psychology, and interactive testing, the project set a new benchmark for pre-occupancy evaluation in complex, emotionally charged public spaces.