Sponsored By: ASI Signage Latimer Group
Original Article By: Rhonda O’Connor, Grit Marketer
Back in my 20s, I had a big shift in how I observe and think about signs. Then in my 30s, another shift in my mindset affected my job as a marketer. I have a long history of being a team player who’ll do anything to get the job done.
However, sometimes a good marketer must set her ego aside and realize that just because she can design a sign, doesn’t mean she should. Luckily my ego was small enough to shift out of the way and let experts step in and make me look good.
This is my story about finding my way through wayfinding signs.
Wayfinding signs make sure you can find a bedridden friend at the hospital, tour a college campus with your high school senior, interview at a corporate headquarters for a job opportunity or race through an airport to get to your gate on time.
I remember clearly when one of my colleagues explained what “wayfinding signs” were. She and I were an upcoming renovation project for a community hospital, and she mentioned that “wayfinding signs” were a common challenge.
I asked, “What are wayfinding signs?” I had never heard the term “wayfinding”, and Google didn’t exist back then.
So my colleague explained how these type of signs exist in our everyday lives, and how the majority of us take them for granted. When they’re done well, you don’t notice them. When they’re done poorly, you don’t even realize they’re the problem.
What Are Wayfinding Signs?
Wayfinding signs are a series of signs that provide directions to navigate a city or large complex. Think about when you enter an airport. You look for your airline (unless you check-in ahead of time), then you look for your terminal and then your gate. Then you wait. And if you’re like me, you backtrack to the nearest Starbucks.
You successfully find your gate because a sign planner had the expertise and experience to know where and when to place signs, which helped you navigate the minute you got out of your Lyft or Uber to your final destination.
I spent the first 30 years of my life taking these signs for granted. After my newfound appreciation, I started taking note of how well they’re done – and when they’re not.
Wayfinding Signs Create a Friendly User Interface (UI) for In-Person Customers
If you are like the majority of people, you don’t like to ask for directions. These signs allow you to avoid asking for help and interacting with strangers. They make you feel confident and smart because you were able to navigate to your destination all on your own.
The same holds true for a website or software solution that provides a 5-star user experience and user interface (UX/UI). When you can easily navigate a website or intuitively pick up a new software, you just feel smarter and fall in love with the product. The opposite is true when you can’t. You are irritable and impatient. You do not love the product or experience.
If you are like me, I worry about keeping up with technology trends. When I come across one that isn’t easy to use, I feel stupid. When wayfinding signs are done poorly, that’s how I feel. Or how I used to feel. Now, I know to blame poor signage.
Everyone understands the value of making an amazing first-impression with a website. However, modern marketers are forced to keep up with evolving technology and trends to create that positive virtual experience. Navigating a college campus using wayfinding signs provides the same set of challenges that navigating a website entails.
Hiring knowledgeable experts to design and build an intuitive navigation experience is critical to bringing website visitors back and converting them to customers. The same is true for wayfinding signs. Imagine a high school senior visiting a college campus with her parents. Feeling lost and confused is not a good first impression.
Putting Up a Stop Sign for Sign Requests
As a marketer, it’s valuable for us to draw a distinction between signs and wayfinding signs because we are typically the people who get asked to design or order signs. We are the brand standard police, making sure our colleagues don’t distort the logo, use the wrong font or apply the wrong RGB swatch.
The request to design a sign is often triggered by a bad customer experience in hopes that slapping up another sign will resolve the issue. In reality, it just exacerbates the problem.
At one of my previous positions, this happened over and over. I was not in charge of making or ordering the signs at the time. However, I suggested we bring in sign experts, and then shared my story of how I first learned about wayfinding signs.
My suggestion was so well-received that I was placed in charge of selecting and hiring a company to comprehensively review, plan, design, and implement wayfinding signs. No good idea goes unrewarded, right?
Top Six Takeaways
While I created work for myself, I gained an even greater appreciation of sign planning and design. Here are the Top Six Takeaways I learned in managing this process.
- Sign Type Selection: There are countless sign types for your budget, and you’ll need a variety of them based on your location. For example, does it need viewed at night? How can you best light it? Having a vendor who is up-to-speed on the latest technology can help you select the right sign type for your budget.
- Location, Location, Location: You have to deliver information at just the right time. When you are driving, it is essential to know that 30 feet ahead you’ll need to turn left. A sign engineer knew to place a directional sign that cues you to get ready for that turn. Then, when you are at the turn, there is another variation of that sign telling you to turn. Who knew we were so needy?
- Typography: Marketers know typography is very important to convey the brand. However, for wayfinding signs, it’s about readability as you are driving or walking up to a sign. How large does the copy need to be to be legible from 30 feet? San Serif fonts are better than serif, and while you might think ALL CAPS is bigger, bolder and better, it’s easier to read when someone can distinguish letters using Initial Caps.
- Multi-Language: For my project, we needed to replace English and Spanish signs. However, after conducting interviews with staff members who dealt with customers face-to-face, we realized there were several other languages, as well as illiteracy challenges. So instead of creating multi-language signs, we leveraged icons and colors.
- Icons and Pictographs: Icons and pictographs were developed to help customers navigate the site. Having external experts bring a fresh perspective for icons and images is essential for success. Often, companies have their own lingo, acronyms and icons that may not make sense to outsiders. Having an outside perspective and an authority on the subject is critical for developing or selecting the right images to convey the best meaning.
- Color Conveys Meaning: We all know red means stop and green means go. Some may even know that yellow is commonly used for warnings. But when it comes to signs, there are universal colors to help. For example, a parking sign is often blue. Your signs can leverage universal color schemes that your visitors don’t even realize they intuitively know.
How to Sell Outsourcing Wayfinding Signs
I worked for some great leaders who understood the value of hiring experts. However, I do understand how hard it can be to suggest outsourcing a project when it feels you have in-house designers with capacity.
If you have an upcoming project or field requests to, “Make a sign”, here are some suggestions for selling the value of outsourcing the work.
- Use the “5 Whys” process to determine the root cause for why a sign is needed. What triggered the need for this sign? Does the sign really solve the problem or just make someone feel like something was done?
- Ask them about a time they successfully or unsuccessfully navigated an airport, hospital or college campus.
- Communicate that there is a “science” to it, and as much as you are an expert in certain aspects, you are smart enough to know when to bring in a sign expert.
- Think ahead and budget for signs. If you can build a case (and budget) for how it will improve customer service, you can proactively solve the problem vs. scrambling to find money for an unbudgeted line-item.
Become the In-House Expert
If you have amazing in-house designers, you may want to refrain from outsourcing this type of project. However, it’s important to check your ego at the door. While I didn’t do the design work, I managed the project, learned the science of signs and improved traffic at five locations, thus improving customer service and many first impressions. I became the in-house expert who knows some things need to be handled by an outside expert. Want to get in touch with wayfinding experts? Reach out to the team at ASI Signage Latimer Group in Des Moines to get started!
Want to get in touch with wayfinding experts? Reach out to the team at firstname.lastname@example.org or visit ASI Signage Latimer Group's website to get started!
Tiffani Brendeland is an Account Manager at OBI Creative and has been volunteering her time with AMA Iowa for a little over a year. Tiffani volunteers because she loves to meet new people and make connections with our local marketing community. You may have seen her at one of our luncheons serving as an Ambassador.
Tell us about yourself.
I am a wife and mom of two littles (3.5 and 2 years old). Our little family lives in Slater. I have been in the advertising industry for more than 8 years with management and entrepreneurial experience and just celebrated 1 year with OBI Creative.
What do you like to do in your free time?
I enjoy hunting, fishing, running 5Ks, drinking good wine, quality time with my family and trying new things.
What’s your latest Netflix binge?
My husband and I are binge-ing on Season 8 of Shameless, no shame in our binge-ing game!
Who would you most like to swap places with for a day?
Any of the princesses at Disney World, because:
Duh, you’re a princess.
You get to wear princess dresses and amazing makeup all day.
Everybody is so excited to see/meet you.
Disney is magical.
What inspires you?
People who do random acts of kindness.
Missed our August luncheon? Want a quick refresh? Here from our speaker, Time Hoskins, one more time.
We hope you can join us for our next luncheon on Wednesday, October 3 with Steve Lacy of Meredith Corporation. Click here to learn more.
A long time member, Tamara started her journey with the AMA in 1989 in Cincinnati (almost 30 years ago!). Here in Iowa, she has served on the board starting in 2004 where she held positions as Program Vice-Chair, Program Chair, Vice President and was the AMA Iowa President during the 2007-2008 board year. As the president and founder of On Point Strategies, Tamara lends both her services as a sponsor and her time as volunteer to help AMA Iowa continually improve our programming and membership value through the surveys that she conducts on our behalf.
Get to Know Tamara
Why do you volunteer for AMA Iowa?
I’m at a point in my career where I need to give back to the profession that I love, so I enjoy volunteering with the various events and member surveys throughout the year.
Tell us a little about yourself.
Originally from Iowa, I moved to Cincinnati when I got married. I started on the client side, earned an MBA at the University of Cincinnati and then moved back to Iowa where I worked on the agency side of marketing and research. In 2007, I fulfilled my lifelong dream of having my own business. On Point Strategies provides strategic planning, marketing planning and market research services to a range of clients in diverse industries.
Who inspires you?
I’m inspired right now by several thought leaders in the creative problem solving space, particularly a program by the Creative Education Foundation. I’m also inspired by the brave individuals who launched the #MeToo movement; it’s long overdue to bring greater equality to women in the workplace.
What is the latest book you read?
I read a lot and love that my book club picks books I wouldn’t normally read. We just finished My Brilliant Friend, and I’m also reading the Hamilton biography. I’m working with a book author right now on marketing his new book, Deadly Ground - which has been really fun to work on!
What is your secret talent that no one knows about?
If I hadn’t gone to college, I would have owned a dance school. I grew up in dance and danced through college; it’s in my DNA. I still take tap lessons and am in a ballroom dance club with my husband.
AMA Iowa is honored to have a dedicated and talented volunteer like Tamara. If you want to follow in Tamara’s footsteps and start your journey as a volunteer, contact us today!
Whether you want to up your game, connect with other marketers, or just plain feel good about giving back, you may want to consider volunteering with AMA Iowa. Aside from the warm fuzzy feeling you’ll get, there are a multitude of benefits from volunteering your time and talents:
Gain new skills, knowledge, and experience or develop existing skills and knowledge
Enhance your resume and improve employment prospects
Gain confidence and self-esteem
Socialize and Network with Peers
Meet new people and make new friends
Get to know our community of marketers – build your tribe!
Make a Difference
Give back and make a difference to the people around you
Use your professional skills and knowledge to benefit others in your marketing community
BONUS: Some evidence suggests that volunteering has a positive impact on your health. So, you can skip that daily fitness routine, right? Just kidding, but helping out could very well help you feel great!
*AMA Iowa reserves the privilege of volunteering to members only, if you’d like to join AMA Iowa and get more involved in your marketing community click here.