A wayfinding system that speaks the community's language When NSW Health Infrastructure redeveloped Auburn Hospital, they aimed to do more than deliver a new facility. In one of Australia’s most linguistically diverse communities, with more than 80 languages spoken, wayfinding had to do more than direct. It needed to remove barriers, reduce stress, and work for people with limited or no English.
Humanics Collective was brought in early to develop a complete wayfinding and signage system that could meet these needs. Our focus was on navigation that worked for everyone, regardless of language or literacy.
Project
Auburn Hospital
Client
Brookfield Multiplex / NSW Health
Collaborators
Silver Thomas Hanley + Hassell
Location
Auburn, NSW, Australia
Size
Project Build Cost
Focus
Building on evidence
Clinical terminology and institutional conventions often find their way into signage. Early drafts featured language like "Outpatients," "Ambulatory Care," and "Allied Health". These are phrases that even native English speakers may not immediately understand. Icons were unclear or misleading. The system depended on assumed knowledge that many users did not share.
We recommended testing the proposed terminology and pictograms with the community to understand what worked and what didn’t. We designed and conducted a comprehension study focused on Auburn’s real users. Participants included speakers of Arabic, Turkish, Dari, Cantonese, and Mandarin, representing 75 percent of the hospital's Limited English Proficiency users. We also tested a control group of fluent English speakers to compare results.
Participants reviewed signage variants with different terms and pictograms and explained what they thought each meant. The testing method followed a modified version of the Australian Standard AS 2342 for symbol comprehension, providing a reliable foundation for analysis.
What we found
The results were clear. With over 4,500 responses, we saw consistent trends. Terms like "Outpatients" and "Allied Health" were not well understood across groups. Words like "Mortuary" and "Triage" were sometimes misunderstood or caused discomfort. In contrast, plain-English phrases such as "Blood Test Room" or "Go here first" made sense to more people.
Icons also needed work. Many were misread or ignored. The most successful were those that represented familiar real-world concepts. We scored each response using a five-point comprehension scale and only included terms and icons that reached clear thresholds for understanding.
Putting it into practice
Using this evidence, we designed the system. We simplified terminology, restructured naming, and shaped sign layouts around how people actually read and decide. Pictograms were redesigned based on what users recognised and understood. Messaging was sequenced to minimise cognitive load.
A terminology guide was developed to support ongoing consistency, including future translations.
What changed
When the hospital opened, the new system was already delivering results. Staff faced fewer questions from patients and visitors. People moved more confidently and needed less help. Decision points became easier to navigate. The environment felt calmer and more inclusive.
Every element of the system was designed to help people feel welcome, informed, and supported from the moment they walked in.
That is what a human-centred wayfinding system should do.
