Role

Timeline

Tools

Team

Designer
Researcher

Background

For my human factors and ergonomics case study course, we were tasked with redesigning the signage around the PATH system, a network of pedestrian tunnels in Downtown Toronto. Most of our previous exposure to user-centered design have been mainly online/mobile interfaces, such as websites and mobile applications, so our first venture into signage design and wayfinding theory presented us with different challenges and concerns to pay attention to.

As someone who has visited numerous cities and theme parks, I have had my fair share of interpreting maps and signage and relaying visual information provided to physical instructions in order to get to a destination; it was the perfect case study to elevate my experience to reach a better solution.

February 2019

Pencil and paper
Adobe Illustrator

Firas Abu Askar
Perry Huang (me)
Mahir Khan
Kaitlyn Low
Angela Weng

PATH 
Toronto

Case study on redesigning the wayfinding system of the most extensive underground pedestrian tunnel system in Downtown Toronto

For my human factors and ergonomics case study course, we were tasked with redesigning the signage around the PATH system, a network of pedestrian tunnels in Downtown Toronto. Most of our previous exposure to user-centered design have been mainly online/mobile interfaces, such as websites and mobile applications, so our first venture into signage design and wayfinding theory presented us with different challenges and concerns to pay attention to.

As someone who has visited numerous cities and theme parks, I have had my fair share of interpreting maps and signage and relaying visual information provided to physical instructions in order to get to a destination; it was the perfect case study to elevate my experience to reach a better solution.

ROLE

Designer
Researcher

TIMELINE

February 2019

TOOLS

Pencil and paper
Adobe Illustrator

TEAM

5 students

The current signs and maps are confusing and ineffective

The PATH is an extensive network of underground pedestrian tunnels in Downtown Toronto. Spanning over 30 kilometers (19 miles) and connecting over 75 buildings, six subway stations and nine hotels, the system is a vital medium of travel to regulars and tourists alike.

However, in recent years, the ineffective wayfinding system has gained notoriety among the local media. Getting around the PATH is frustrating to many, as each segment of the network is owned by the building which it runs under, resulting in different signage designs and varying degrees of information being displayed. For example, while signs under certain buildings only list out directions to neighboring buildings, others might include important locations farther away, as well as include additional information such as walking time and distance. This disparity in design and information has proved to be very inconvenient.

Devise a unified design for cohesiveness and reorganize the information displayed all around the system

Major changes we made were to:

  • Improve the physical sign designs inside and outside the PATH system
  • Create a uniform electronic map interface

By improving the signage designs inside and outside the system, users can more easily obtain information to make correct navigation decisions within the system and also while transitioning away from the system. Furthermore, a uniform electronic map with design with interactive features will provide users with more useful tools.

My contributions

To better understand the experiences of using the wayfinding resources in the PATH to navigate to places, we walked through parts of the PATH in the Financial and Entertainment District to record observations and gather photo evidence of the current signage. With the photos I gathered, I was able to provide relevant evidence regarding certain issues in our report. Through sketches and discussions with other group members regarding our signage improvement plans, I was responsible for making all redesigned signage with Adobe Illustrator.

User analysis

To narrow the focus of our redesign, we chose two groups of users: working class professionals and tourists. For each user group, we conducted user analysis, established their primary goals and listed out distinguishing characteristics.

Working class professionals were chosen due to their likelihood of working in the Financial District and daily engagement with the PATH. Primary goals of working class professionals when using the PATH include the following:

  • To travel to work more conveniently, avoiding vehicles, inconvenient weather and pedestrian traffic light stops.
  • For food and shopping during breaks without the need to go outdoors
  • Access public transportation to get to places or for commuting purposes.

Characteristics of working class professionals were identified as the following:

  • More interactions with the PATH in the Financial District
  • More familiarity with the PATH and the system as a whole
  • Fluency in English

Tourists were characterized as “someone who visits a place for pleasure and interest, usually while on holiday”, and they were chosen due to the proximity and accessibility of many tourist attractions and hotels in both the Financial and Entertainment District. Primary goals of tourists include the following:

  • To access major attractions and events in the Entertainment District while avoiding weather conditions and vehicular traffic
  • For food and shopping
  • To save money on public transportation and take advantage of the proximity of tourist attractions

Characteristics of tourists were identified as the following:

  • More interaction with the PATH in the Entertainment District
  • Unfamiliar with the PATH and the system as a whole
  • May lack fluency in English

Idea generation

Throughout the redesigning process, there were several important considerations we paid attention to:

  • The major assumption we made was that the PATH system could not be changed and only wayfinding components of the system can be modified.
  • In redesigning signs and considering their positions, we listed out frequently-encountered intersection setups and created a mini design system for those intersection types to ensure that the appropriate information is displayed in a systematic and consistent manner.
  • In creating the signage outlines, I wanted to use the shape to enforce directionality, rather than to have users rely solely on the arrow. As a result, signs providing information towards the left have a tapered left edge, with a yellow outline to highlight the feature, with the same design used for signs pointing to the right.
  • To ensure consistency in design while also giving each district a distinct visual characteristic, we redesigned the sign so they all have the same format but with a unique color scheme for each region.
  • The text and background colors were chosen specifically to avoid combinations that would be difficult for color-blind people to make out. The colors were also used to enforce hierarchy of locations based on proximity.

The designs created are based on the recommendations from the expert review, focused around redesigning the signage and maps inside the PATH as well as adding outdoor signs.

Differentiation between the signs in the Financial District and Entertainment District

The signage used in the Financial District will have a dark gray background with yellow and orange text. The design is intended to match the formal tone of the region while still using various colors for sufficient contrast and visual appeal.

On the other hand, the signs used for the Entertainment District will have a blue background, with the same text and accent choice as that of the Financial District signage. The modification in design is intended to differentiate it from the signage in the Financial District to help people understand that they are in different districts.

Physical characteristics and information included on the signs

Signs from all districts will include the same pieces of information and order; they will also include a PATH logo and the district name to inform pedestrians that they are in the PATH and which district they are currently in. All sign locations contain signs on both sides and include a prominent arrow, list of location names, and the estimated time (in minutes) and distance (in meters) to the location.

The text in yellow font is used for primary locations that are immediate neighbors of the current building, while text in orange font is for major locations that are farther away. These locations are organized by distance, with the first entry of each grouping of font being the closest and the last being the farthest. This will provide users with information of destinations farther away and gain a basic understanding of their orientation and position with respect to the destination.

Signs at intersection

To provide the easiest navigation for pedestrians travelling in all directions, all signs will be double-sided. Four scenarios for different intersections were considered: a straight path, a 3-way perpendicular intersection, a 4-way perpendicular intersection and a complex intersection of more than 4 paths. Signs at designated locations will be suspended from the ceiling, contain combinations of the three possible directions signs can point to: forward, left, and right.

This sign would replace the one-sided transparent signs currently in the Financial District. By designing the signs on a straight path to be double-sided with contrasting and legible fonts, people rushing to work in either direction would be able to retrieve and process navigation information without having to waste time in finding the optimal angle to read the sign.

This type of T-shaped intersection was seen frequently through the Financial District and Entertainment District, and the proposed design would make it easier for spatial decision making two choices are available.

While people approaching the sign (facing the blue side) can make navigation decisions regarding the next direction to head in, people who have passed the sign and are in the center of the intersection are able to confirm their decision (looking at the green sides). The confirmation signs contain only information regarding the respective direction, making it more efficient for frequent users that have worked in the area for a long period of time.

Similar to the previous sign design, upon approaching the center of a four-way perpendicular intersection, users are provided with information of all three paths on the blue side. Once users walk past the blue side and enter the center, the green sides will once again contain information specific to the respective direction, allowing users to confirm the information with the blue side and verify that they are heading in the proper direction.

Similar to the previous two designs, upon approaching the junction users will first see the blue side of the signs, which will list out all major locations that are accessible from any of other paths. Once in the middle, each green side will contain information specific to the respective direction, allowing users to confirm the information with the blue side and verify that they are heading in the correct direction.

Outdoor signs

To provide users with directions upon exiting the underground PATH, signposts are to be placed near pedestrian walkways, with directed signs pointed towards the PATH entrance and nearby points of interests. This also establishes a boundary between the PATH system and the outside environment, helpings users better define the location of themselves and a destination with respect to the PATH.

For the sign directing users towards the PATH entrance, the PATH logo is displayed prominently by itself. The edge of each sign is shaped into a sharp point, with arrow patterns to reinforce users regarding the direction of the listed locations.

Electronic Map

One of the issues that employees, tourists and the general public experience while viewing a map in the PATH was that it was difficult to know which district they are currently in. This was problematic because when navigating, tourists would be unsure whether they are heading in the correct direction towards points of interests or whether they were heading in the opposite direction. The color-coded map allowed them to easily distinguish where they were to provide assurance that they are in the correct vicinity with respect to their destination.

Across the network, we noticed the use of electronic maps, each with a different format and orientation. To facilitate interpretation of different electronic maps across different buildings, our team designed a standard digital map, adding in functions to help users manipulate the map to survey the nearby region and acquire navigational information. With a zooming feature, users can change the level of magnification to adjust the map size to their satisfaction. These digital maps will also be placed on kiosks in the center of walkways, rather than on a wall next to advertisements, like the current maps. This enables the kiosk to contain two electronic maps, one on each side and increase the number of people that can access the map, as well as increasing visibility and familiarity.

Final Thoughts

Despite having many experiences using maps and signage, this was my first exposure to the concept of wayfinding within user experience. Unlike my previous user experience projects, wayfinding contains an element of constructing a narrative with a start and a finish, with the challenge being that different users had different starting and ending points. Similarly, we had to come up with ideas of informing and assisting the users in their navigational journey without solely relying on language, as navigation is a task of spatial movement, not reading. I thoroughly enjoyed the entire process of this case study and this will ensure that I will be more aware of the wayfinding systems and signage available whenever I travel.

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Challenge

The current signs and maps are confusing and ineffective.

The PATH is an extensive network of underground pedestrian tunnels in Downtown Toronto. Spanning over 30 kilometers (19 miles) and connecting over 75 buildings, six subway stations and nine hotels, the system is a vital medium of travel to regulars and tourists alike.

However, in recent years, the ineffective wayfinding system has gained notoriety among the local media. Getting around the PATH is frustrating to many, as each segment of the network is owned by the building which it runs under, resulting in different signage designs and varying degrees of information being displayed. For example, while signs under certain buildings only list out directions to neighboring buildings, others might include important locations farther away, as well as include additional information such as walking time and distance. This disparity in design and information has proved to be very inconvenient.

Solution

Devise a unified design for cohesiveness and reorganize the information displayed all around the system

Major changes we made were to:

By improving the signage designs inside and outside the system, users can more easily obtain information to make correct navigation decisions within the system and also while transitioning away from the system. Furthermore, a uniform electronic map with design with interactive features will provide users with more useful tools.

My contributions

To better understand the experiences of using the wayfinding resources in the PATH to navigate to places, we walked through parts of the PATH in the Financial and Entertainment District to record observations and gather photo evidence of the current signage. With the photos I gathered, I was able to provide relevant evidence regarding certain issues in our report. Through sketches and discussions with other group members regarding our signage improvement plans, I was responsible for making all redesigned signage with Adobe Illustrator.

Research

To narrow the focus of our redesign, we chose two groups of users: working class professionals and tourists. For each user group, we conducted user analysis, established their primary goals and listed out distinguishing characteristics.

User Analysis

Working class professionals were chosen due to their likelihood of working in the Financial District and daily engagement with the PATH. Primary goals of working class professionals when using the PATH include the following:

Characteristics of working class professionals were identified as the following:

Tourists were characterized as “someone who visits a place for pleasure and interest, usually while on holiday”, and they were chosen due to the proximity and accessibility of many tourist attractions and hotels in both the Financial and Entertainment District. Primary goals of tourists include the following:

Characteristics of tourists were identified as the following:

Wayfinding theories

From my research, we briefly summarized important wayfinding theory in which to reference throughout our expert review.

Create an identity at each location, different from all others (+)

Give each location in navigable space a unique perceptual identity, so users can associate the immediate surrounding with a location in space. In other words, a certain space should have just enough differentiability or identity to make certain parts of space distinguishable.

Use landmarks to provide orientation cues and memorable locations(+)

Landmarks serve two purposes: to provide an orientation cue and to serve as an especially memorable location. If users know where a landmark is in relation to their own position, they can say something about where they are and where they are facing. Similarly, if users can easily remember a location and its name, it can provide them with instant recognition of their own location and enables for a unified verbal and written description of locations and routes. Overall, landmarks help organize an information space, as long as they are not overused.

Create well-structured paths (+)

Well-structured paths are continuous and have a clear beginning, middle and end. By enforcing this sequence through signage and design, users should be able to infer which direction they are moving along in the path, with the help of landmarks and distance between them.

Create regions of differing visual character (+)

By subdividing a space into regions, each with a distinct set of visual attributes, users can associate certain defining features with a certain area. Similarly, a noticeable shift in the visual character of different spaces can inform users of the boundary of two regions.

Don’t give the user too many choices in navigation (+)

In a space, a basic story should be communicated by every path users can take; detours and branches should eventually return users to the main story. In that process, users should be given enough choices for them to understand the overall story, rather than being inundated with options.

User survey views; give navigators a vista or map (+)

Maps are helpful navigation aids that enable users to make different kinds of judgments, from surveying other locations in the immediate vicinity to gauging the size of the space and the users’ own location along a path. Having a map and a ready image of the space is more helpful than knowledge of prior experience.

Provide signs at decision points to help wayfinding decisions (+)

Signs help embed information into the space to help users make their next navigational choice. The information provided should tell users what's in a particular direction and other destinations available, to assist in a larger goal.
Passini describes the concept of "spatial decision making", in which users start out with a large goal and acquire information from the environment to start moving along. Signs are crucial throughout this process in that users can combine prior knowledge with information from signage at decision points to make the correct choice.  

Use sight lines to show what’s ahead (+)

Sight lines are glimpses and selective views into a larger space to provide users with a more extensive view in a particular direction, with a goal to attract users in that direction. With sight lines, users can determine whether that direction is of interest or not.

Expert Review

Through analysis, we first examined how the each observed signage aspect matches up with wayfinding theories and human factor principles.With those issues identified, we provided general recommendations of how the particular problem can be rectified through design changes to help guide us through the redesigning process.

One-sided signs (+)

We observed that certain signs were printed on transparent glass, meaning the sign was only visible from one particular direction; the signage design also included white text.

However, the signage design violated the human factors design principle of visibility, as white text on a transparent background offers little contrast, making it hard for people to clearly interpret information on the sign.

Inconsistency of signage in each region (+)

While travelling through both the Financial District and the Entertainment District,we encountered 6 distinct signage designs in the Financial District and 7 in the Entertainment District. With the varying designs, we took longer to navigate through the PATH, as we had to accustom ourselves to the different style of presentation.

For effective wayfinding, designers should create a single identity for each region through distinguishable visual characteristics, rather than varying too much within each region/district. The excessive variety of signage in both areas creates inconsistencies that may be overwhelming for people who are trying to navigate but must read and understand a new sign, especially at the decision points. Having designs specific to either the Financial District or Entertainment District would help pedestrians recognize which area they are in.

Lack of clear and relevant information (+)

Signs in both the Financial and Entertainment District provide directions with estimated time to destinations. Even we believe that such information is helpful and have been clearly depicted on the signs, we also understand that people walk at different speeds, and such information is only accurate to so many people. Pedestrians unfamiliar with the PATH might miss a certain destination due to misjudgment of the given information.

People would be able to navigate easily when they are provided measurements that allows them to accurately understand their distance from the destination; therefore this should be maintained and further improved by adding estimated distance to destinations, giving them more options of gauging their distance from a destination.

Signs only including nearby buildings (+)

Throughout the PATH, the signs generally provide directions towards immediately neighboring buildings. However, since tourists are not as familiar with the area and the surrounding buildings, they might primarily navigate with the destination as the only known reference point. As a result, the current signage involving only nearby buildings are not as useful to those users, since those signs to not consistently indicate towards an end goal or major landmark; tourists would have to go building by building to explore a new vicinity.

Example of signage that provides directions to nearby buildings (red), with other notable locations (black)

Signage that provides directions to farther out locations

This format of signage violates the wayfinding principle that sight lines should be used to depict what is ahead. Sight lines provide users with brief glimpses ahead, showing them what is available in a particular direction and allowing them to make more informed navigational decisions.  To resolve this issue, each sign should provide information regarding non-adjacent landmarks that can be reached by traveling in that particular direction, rather than just the immediate neighbors. To ensure that this is done effectively, the priority and weight of each piece of information should be organized through establishing a hierarchy, ensuring that users will not be inundated with too much disorganized information.

Inconsistency between PATH maps (+)

Another issue that the team noticed when exploring the PATH was the inconsistencies in design between the various maps available. Throughout the PATH, we observed electronic interactive maps and physical maps posted in various locations. However, often times, each map would have a different setup and scope; some maps displayed the entire PATH system, while others only provided a layout of the section of the PATH under the respective building. Similarly, some maps would display the layout with the proper cardinal orientation, while others might rotate the map. This is confusing in that users would need to first interpret the orientation and scope of the map before extracting any information.

Such an issue violates the design principle of consistency. The appearance and design of all maps in the PATH should ideally be identical or similar to allow for transferability of map interpretation. By employing a standardized setup, time needed to become familiar with the map will be reduced.

Inconvenient map locations (+)

While exploring the PATH, it was difficult for the team to find maps since many of them that are posted on walls blended in with the advertisements nearby. Because of that positioning, we generally overlooked many maps since they did not stand out,and we determined that this phenomenon is applicable for many other pedestrians, especially in a crowded setting.

This issue violates the design principle of visibility; if a navigation tool is not easily visible to users, it will be difficult for them to use it to acquire more information and make correct navigational decisions. The favored solution to this problem would be to place maps in the middle of walkways suitable for placement, as this will ensure that users walking by will be able to locate the map.

No signs in outdoor(+)

The team noticed that the PATH maps indicate certain outdoor paths between parts of the system and certain points of interest. However, when trying to walk to the CN Tower and aquarium, the team did not see any signs on the street corresponding to the outdoor paths marked on the PATH map.

Example of outdoor path marked on PATH map

This issue violates the wayfinding principle of having signage at decision points to assist in wayfinding decisions. Upon exiting the underground to above ground or visa versa, there should be signage to help transition users in or out of the system, whether through guiding users to PATH entrances or providing information towards nearby points of interests.

The favored solution to the problem is to implement sign poles near PATH exits with signs directing users to nearby points of interests, as well as indicating the direction towards the associated PATH entrance. Further along the outside path, more signs would be added along the sidewalk for continuity of information and clarity of guidance.

Scenario

Scenarios were created to further establish a realistic example of the motivations and decision-making process of members of each user group. Two such scenarios, one for each user group is included below.

A scenario of a working professional who often uses the PATH and is familiar with it: (+)

"Royce Mendes is a 39-year old senior manager who has been working in CIBC Capital Markets for the past 15 years. Royce currently lives in the Bloor-Dufferin area and it takes him the same amount of time to drive to work as taking the TTC in rush hour. His kids encouraged him to take public transit to reduce his carbon emissions about three years ago and has been taking the TTC ever since. In the morning, Royce grabs his homemade coffee and leaves the house at 8:15 for work; he walks to Dufferin station and then gets off at Union station. After getting to Union Station, Royce tries to avoid the street traffic and uses the PATH to get to the CIBC building. Upon entering the PATH, Royce navigates to his favorite Second Cup. Due to the fact that he has been taking this exact route to work for the past three years, he immediately knows which exits and turns to take to get to the Second Cup. Royce occasionally glances at the signs in the PATH just to reassure himself that he is heading in the right direction. Once he arrives at the Second Cup, he orders his morning cherry croissant and makes his way back into the PATH to navigate his way to the CIBC building. Luckily for Royce, his workplace is a two-minute walk from the Second Cup. Once again, he quickly looks for the sign pointing him to Commerce Court, CIBC’s location in the PATH, and makes his way to work. He squeezes into the elevator and makes his way up to the 38th floor where he makes it just in time for his 9:00 am morning huddle of the day."

A scenario for a tourist that is not familiar with the PATH and finds it difficult to navigate through: (+)

"Mike is a 36-year-old father, traveling in Toronto with his wife and child. They have just finished lunch at the food court and are planning to visit the CN Tower. Mike checks the PATH map and figures that he would need to head south towards Simcoe Street, go above ground to cross the street and then pass through an outdoor PATH to reach the tourist attraction. Mike follows the PATH signs as well as the colorful compass on the ceiling to get to Simcoe Street. However, as they approach the temporary end of the PATH, there are no more indications of where they should go. Mike looks for an exit and approaches a security guard to ask for directions. After exiting the building, Mike leads his family to the west based on what he remembers from the PATH map. Hoping to see more outdoor PATH signs as they approach the next intersection, Mike only finds a pedestrian walkway to their left. Facing in that direction, Mike sees the CN Tower! They walk towards the CN Tower to take photos happily, but the navigation process is more complicated than they thought."

Design

Idea generation

Throughout the redesigning process, there were several important considerations we considered and paid attention to:

Sketches of idea generation for signage design and information arrangement

The designs created are based on the recommendations from the expert review, and mainly include redesigning the signage and maps inside the PATH as well as adding outdoor signs.

Signage design

Differentiation between the signs in the Financial District and Entertainment District

Physical characteristics and information included on the signs

Signs at intersections

To provide the easiest navigation for pedestrians travelling in all directions, all signs will be double-sided. Four scenarios for different intersections were considered: a straight path, a 3-way perpendicular intersection, a 4-way perpendicular intersection and a complex intersection of more than 4 paths. Signs at designated locations will be suspended from the ceiling, contain combinations of the three possible directions signs can point to: forward, left, and right.

Addition of outdoor signs

Electronic map

Modification of current map to include zoom function and color-coding of regions (Blue - Financial District, Red - Entertainment District)

Outcome/Takeaways

Despite having many experiences using maps and signage, this was my first exposure to the concept of wayfinding within user experience. Unlike my previous user experience projects, wayfinding contains an element of constructing a narrative with a start and a finish, with the challenge being that different users had different starting and ending points. Similarly, we had to come up with ideas of informing and assisting the users in their navigational journey without solely relying on language, as navigation is a task of spatial movement, not reading. I thoroughly enjoyed the entire process of this case study and this will ensure that I will be more aware of the wayfinding systems and signage available whenever I travel.

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