Proposta de método de obtenção de dados sobre comportamento informacional dos usuários no processo de wayfinding em ambientes hospitalares

Abstract

Resumo : A orientaçao espacial humana é explicada com base no processo de wayfinding, ou seja, o comportamento de saber onde se está, para onde ir, escolher a melhor rota, reconhecer o destino e fazer o caminho inverso (ARTHUR; PASSINI, 2002). Em ambientes complexos, como os hospitais, usualmente os usuários apresentam alteraçao em seus estados físicos e psicológicos, o que interfere em seu comportamento para a orientaçao espacial. Nesse contexto, uma das contribuiçoes do design é o planejamento e desenvolvimento de artefatos gráfico-informacionais que compoem os chamados sistemas de wayfinding. Para que tais sistemas sejam efetivos, tem-se como premissa que a compreensao da cogniçao espacial e do comportamento informacional do usuário, pode ser utilizada como fonte de dados inicial no design desses sistemas. Assim, com objetivo prescritivo, esta tese propoe um método de coleta de dados sobre o comportamento informacional do usuário no processo de wayfinding em hospitais. Para tanto, o seu desenvolvimento está alicerçado no método Design Science Research ao contemplar as fases: Exploraçao, Proposiçao e Avaliaçao. A Exploraçao foi realizada a partir de requisitos advindos da fundamentaçao teórica sobre cogniçao espacial, design sistemas de wayfinding em ambiente hospitalar, comportamento informacional e métodos e técnicas de coleta de dados. Essa fase contou ainda com um estudo de campo exploratório, conduzido por meio de observaçao e entrevistas no contexto hospitalar, seguido de revisao de requisitos, com análise de dados descritiva (qualitativa). A fase de Proposiçao, contemplou a elaboraçao do método, entao denominado CIW (Comportamento Informacional no Wayfinding). O método foi dividido em planejamento da coleta de dados, estudo do ambiente e dos usuários. No estudo do ambiente, foram utilizadas as técnicas de pesquisa documental, entrevista e observaçao. Já no estudo dos usuários, utilizou-se a técnica de entrevista episódica, sendo também proposta uma estrutura de análise qualitativa de conteúdo. A fase de Avaliaçao verificou a aplicabilidade do método, bem como a pertinencia de sua conformaçao a partir dos dados coletados. A avaliaçao ocorreu em dois ambientes hospitalares de grande porte, com diferentes perfis arquitetônicos e de atendimento sendo que, o estudo dos usuários, foi realizado em quatro ciclos de aplicaçao e refinamento. Desse modo, a aplicaçao contemplou situaçoes extremas verificando a amplitude, a flexibilidade e as características do fenômeno extraídas pelo método. Os resultados demonstraram a necessidade de alteraçoes nos protocolos de coleta de dados e, também, apresentaram informaçoes relevantes para a abordagem e conduçao das entrevistas no contexto hospitalar. Portanto, o Método CIW demonstrou potencial de aplicabilidade, com capacidade de extrair dados relevantes, no início do processo de design de sistemas de wayfinding. Todavia, é certa a necessidade de validaçao com usuários (ex. desenvolvedores, estudantes, pesquisadores) em uma perspectiva futura. Palavras-chave: Coleta de dados. Orientaçao espacial. Comportamento informacional. Usuários. Hospitais.

Abstract :Human space orientation is explained through the process of wayfinding. Wayfinding involves knowing where you are, where you want to go (destination), and being able to choose the best route to get there. Wayfinding also means being able to follow a path or route between an origin and a destination and vice-versa (ARTHUR; PASSINI, 2002). In complex environments, such as hospitals and healthcare facilities, the wayfinding process can demand more from users. This is due to the physical and psychological alterations users undergo in such environments and which affect their sense of spatial orientation. In this context, one way in which Design can contribute is by planning and developing informational graphic artefacts which make up the so-called wayfinding systems. Considering this, in this thesis it is argued that the understanding of spatial cognition and of users' informational behaviour contributes to the effectiveness of these graphic systems. It is claimed that this knowledge can be used as an initial source of data for the design process of a wayfinding system. Thus, within a prescriptive approach, this thesis proposes a method to gather data on users' informational behaviour, with a focus on the wayfinding process for hospitals. The proposed method is based on the Design Science Research method and consists of the following three phases: Exploration, Proposition, and Evaluation. In the exploration phase, we apply requirements specified by theoretical research regarding spatial cognition, wayfinding design systems for hospitals, informational behaviour, as well as methods and techniques of data collection. In the Exploration phase we have also conducted an exploratory field research, using observation and interviews carried out in the hospital environment. After that, the initial requirements were revised through a descriptive analysis (qualitative analysis). The proposition phase focuses on the elaboration of the method, called CIW (Informational Behaviour in Wayfinding). The CIW method is divided into three parts: data collection planning, environment study and user study. In the environment study, the following techniques have been used: documental research, interview, and observation. In the user study, on the other hand, the episodic interview technique was used, following a specific structure for qualitative data analysis, which was also proposed as part of the CIW method. Finally, the evaluation phase is when the applicability of the method is verified. In this phase the relevance of the method's conformation is also verified, according to the data collected. With regard to the present study, the evaluation phase was carried out in two large hospitals, with different architectural layouts and different service provision. Moreover, the user study was conducted during four iterative application and refinement cycles. By considering real extreme situations, this evaluation has made it possible to verify, through the proposed method, the extent, the flexibility and the features of the phenomenon observed. As a result, it has been noted that the protocols for data collection require some changes in order to improve their applicability. In addition, during the application of the protocols, information relevant to the conducting of interviews in hospital environments was also found. Although the method requires further improvements and validation with the users (e.g. developers, students and researchers), the CIW method is applicable and capable of collecting relevant data during the initial stages of the design process of wayfinding systems. The necessary changes and validation of the method can be the focus of future research. Keywords: Data collection. Wayfinding. Informational behaviour. User. Hospital.