The Experience
I visited a medical facility where the check-in process took place in a large open area. People were moving through the space, there were places to sit, places to eat, and enough activity around me that the experience felt comfortable.
After checking in, I took the elevator to the floor where my appointment was located. However, the waiting area there was much smaller and more crowded. People were sitting so close to each other their knees nearly touched. I remember walking in, looking around, and realizing I didn't want to stay. Eventually, I turned around and left.
The Observation
My experience of the facility changed dramatically even though I was still in the same building. What felt comfortable in one environment became difficult in the next. The transition between spaces had a greater impact on my experience than the check-in process itself.
The Significance
Designers and administrators often evaluate each space in isolation, assuming that a smooth check-in guarantees a good visit. My experience shows that comfort can collapse at the very next doorway. If the transition from a spacious atrium to a cramped waiting room leaves someone feeling trapped or conspicuous, they may decide to avoid care altogether.
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