5

WHY SENIORS (65+)?

Seniors are the fastest growing demographic. Over the next 30 years, the number of

Americans 65 and older will double to more than 80 million. In Canada by 2036,

Seniors are expected to represent between 23% and 25% of the total population. In

the near future, Seniors will comprise the largest percentage of any patient population.

Therefore, ensuring that technology systems in these facilities are user friendly and

intuitive for Seniors is exceedingly important to patient satisfaction.

USA CANADA

Projected Growth of the Senior Demographic1

53% Anticipated increase: 2012 to 2050

47% Anticipated increase: 2013 to 2036

Seniors' Ambulatory Care Visits2 Of Emergency Discharges, Seniors are:3

298 million 60%

Seniors (65+) with Valid Driver's License4

85% 75%

Seniors face unique challenges related to the aging process, including physical

deterioration, a decline in cognitive functions, impaired vision and speech, decreased

psychomotor abilities, hearing loss, lack of postural balance and attention deficit

problems.5 These challenges impair the ability to interact with technology, including

parking systems. The research presented here was conducted to better understand

how Seniors perceive and use parking systems and to address the unique challenges

that Seniors encounter when interacting with technology.

1 https://www.census.gov/prod/2010pubs/p25-1138.pdf, http://www.statcan.gc.ca/pub/11-402-x/2011000/chap/seniors-aines/seniors-aines-eng.htm 2 http://www.cdc.gov/nchs/data/hus/2014/082.pdf 3 https://secure.cihi.ca/free_products/HCIC_2011_seniors_report_en.pdf 4 https://www.fhwa.dot.gov/policyinformation/statistics/2012/pdf/dl20.pdf, http://www.statcan.gc.ca/pub/11-008-x/2012001/article/11619-eng.pdf 5 A Hospital Parking System Needs Analysis of Seniors, U. of Guelph, Organization & Management Solutions, June 9, 2014

Highlights of Findings: Respondents to the survey were all over the age of 65, and the

majority are well-educated with medium to high income. This is the most influential

segment of the Baby Boomer demographic. These are the same people who shop for

healthcare and are influencers in their circle of friends and family. The survey results

offer important insights into their opinions. The information also allows hospitals to

create one more differentiator to promote to these well-informed health care shoppers.

According to Surveyed Seniors:

99% prefer that their credit card remain visible so that it may be retrieved at all

times when paying by card at a kiosk.

97% feel rusted or run-down parking equipment creates a negative impression.

82% prefer to have a "Call for Assistance" button at a parking kiosk.

81% prefer instructions in the form of a Pictogram with a hand showing how to

insert a bill, 14% prefer an image of bills, and 5% prefer "BILLS" with an arrow.

62% want to pay by credit/debit card vs. 37% who want to pay by cash.

61% prefer NO audible instructions. If there are audible instructions 84% prefer a

human voice over a computerized voice.

54% would rather pay at a machine with no line rather than wait in line to pay a

human cashier.

46% prefer a color touch screen, 20% prefer a text only screen and 33% have no

preference.

46% find paying for parking at a kiosk "somewhat confusing" or "confusing",

while 54% find it "easy" or "somewhat easy."

The most important factor affecting First Impression of a hospital:

1. Lobby (43%), 2. Parking (24%), 3. Building Exterior (18%), 4. Grounds (13%)

The most likely color of a Parking Payment Kiosk: Blue

The least likely color: Black

Quantitative Survey

"If you are coming out of a hospital, it typically won't be a good time for you.

The last thing you want is a confusing parking machine. You want a

straightforward experience." - Interview participant

According to Seniors interviewed & observed in qualitative sessions, the best parking kiosks have:

"Big writing you can see. Easy on the eye."

"Touch buttons with text nicely spelled out.... Makes it easy to know what to do."

"Screens that are not cluttered, straightforward, not too busy."

Seniors reported that the Parking BOXX kiosks they tried in the sessions:

"I think the best thing about this is it walks you through it step-by-step."

"Clearly displays what you have to do, gives you all the information and is easy to understand."

"Light years ahead of what others have."

Kiosk Essentials for Seniors: 1. The kiosk should be easy to locate - it should be recognizable from up to 30 feet away.

2. The kiosk should clearly indicate where each action (such as insert ticket or pay) is to be taken.

3. Each action, such as inserting bill or credit card, should be easy to perform.

Kiosk Features that Enhance "Ease of Use" for Seniors: 1. From a Distance: Seniors prefer large text when trying to identify the walk-up payment kiosk. Big

letters, such as 2.5" high contrast text (i.e. white letters on dark background) with "PAY HERE FOR

PARKING" clearly identified the machine for all qualitative session participants.

2. Standing in Front Of a Kiosk: The first action taken by the majority of participants was to begin

reading the text on the screen. When a kiosk presents only one option, such as "Press Button" all

Seniors found the kiosk "Very Easy" to use. When a kiosk, presents many options (such as insert ticket,

buy a pass, select a language, lost ticket, pay, etc.), all Seniors found a 15" screen with arrows

pointing to the next step to be "Helpful" or "Very Helpful."

3. Payment at a Kiosk: When paying at a kiosk, all Seniors find payment options grouped in one

area with consistent payment instructions to be "Very Helpful."

4. Button on a Kiosk: Seniors indicated that when reaching out of a vehicle window to press a

button, the diameter of that button should be at least 31 mm.

Qualitative Survey Highlights

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CURB APPEAL First impression. Last interaction.

The parking lot at medical facilities is the first thing Seniors interact with upon entering

the property, and it is also the last thing they see when exiting the property. A first

impression is created in a matter of seconds; overcoming a bad first impression takes

significantly longer.

According to surveyed Seniors:

Importance of FIRST IMPRESSION. Parking ranked second behind Lobby and

before Building Exterior and Grounds as factors affecting first impression of a

hospital.

97% of surveyed Seniors felt that rusted or run-down parking equipment creates

a negative impression.

When all parking system equipment works well and looks good, this facilitates a

smooth transition into and out of the facility and helps to ensure a positive impression.

The question is, why can't parking lots be modest paradises?

-Eran Ben-Joseph, MIT Urban Planning Professor

Create the Best First Impression

Review the Property Exterior as a New User

Increase User Confidence

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HOSPITAL PARKING USABILITY Improve the User Experience.

Usability encompasses ease of use and the ability to support a range of users to

achieve specified goals. Narrowly interpreted, usability focuses on the interface design

for human interaction in software, such as paying for parking via an automated

payment screen. Broadly, usability for parking relates to the entire experience, from

finding the parking lot entrance, entering the lot, locating a parking spot in an

appropriate location, determining where and how to pay for parking, and exiting the

lot. Clear communication is key to ensuring a user-friendly experience.

According to Seniors surveyed regarding parking equipment:

99% want credit/debit cards to NOT be ingested by a machine.

81% prefer instructions in the form of a pictogram with a hand showing how to

insert a bill, 14% prefer an image of bills, and 5% prefer "BILLS" with an arrow

Blue is the most likely color to indicate a parking payment machine; black is the

least likely.

63% prefer to pay by credit/debit card, and of that 43% prefer to use a kiosk.

37% prefer to pay by cash and of that 31% prefer to pay a human being rather

than a kiosk.

A picture is worth a thousand words.

An interface is worth a thousand pictures.

-Ben Scheiderman, computer scientist who performed influential work in

user interface design to encourage greater attention to diverse users.

Reduce Patient & Visitor Stress

Create a User Friendly Experience

Provide Clear Instructions

2

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END USER ERGONOMICS Design for Efficient & Safe Interaction.

Ergonomics is the science of matching the product to the user and ensuring functional

design. Some elements of ergonomics (and/or usability) may be mandated by federal

and local legislation and regulations, such as the Americans with Disabilities Act (ADA)

and Accessibility for Ontarians with Disabilities Act (AODA). To ensure effective

communication for persons with or without disabilities, ergonomic features covered by

such laws include (but aren't limited to) reach ranges, operable parts, clear floor or

ground space, minimum font size, and display screen angles. Further, patient

satisfaction and the health and well-being of senior patients and visitors can be

enhanced with the convenient placement of kiosks. The better the "fit" between the

user, equipment and environment, the better the user experience.

According to surveyed Seniors:

46% prefer a Color Touch Screen, 22% prefer a Text Only Screen.

61% prefer no voice instructions. If voice instructions are provided, 84% prefer a

human voice over a computerized voice.

80% prefer a "Call For Assistance" button at the Payment Kiosk/Machine.

27% have used a "Call For Assistance" button.

30% are frustrated by how far they have to walk to pay for parking.

Eventually everything connects -- people, ideas, objects. The quality

of the connections is the key to quality per se.

-Charles Eames, designer of the iconic modern Eames Lounge Chair

Minimize Liability By Complying with Disability Laws

Reduce Strain By Incorporating Ergonomic Interaction

The Better the Fit, the Better the Experience

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BRANDING Extend Your Brand. Extend Trust.

Trust is an intangible asset that comes with years of careful brand management and

thoughtful due diligence. Protect the trust you have built, and the patient experience

you have created, to the very edge of your property; it is essential to patient

satisfaction. You want a great experience inside the medical facility to be underscored

by easy parking logistics.

Customizing the parking facilities with your brand extends the trust you have created,

telling patients and visitors of all ages that it is safe and easy to use. Branding all

parking entrances with the facility’s logo and colors helps patients and visitors to

immediately identify that they are in the correct location.

According to Seniors surveyed regarding parking equipment:

30% feel "Generally Secure" or "Very Secure" that if parking kiosks have the

hospital Logo, the hospital would help to resolve any parking payment issues.

A brand for a company is like a reputation for a person. You earn

reputation by trying to do hard things well.

-Jeff Bezon, founder and CEO, Amazon.com

Brand Parking Facilities to Extend Trust; Safe & Easy to Use

Extend Positive Patient Experience to Include Easy Parking

Reinforce Hospital or Medical Facility Brand

4

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SECURITY, CONTROL & REVENUE Design for Efficient & Safe Interaction.

Hospitals & Medical Facilities, by their very nature, attract a large number of people.

There are a variety of individuals who come and go from the property 24/7, including

patients, visitors, volunteers and staff. Tracking who is on-site is important. Parking

systems improve security by restricting vehicle access to specified areas.

Efficient parking systems track usage, generate revenue, allow viewing live or recorded

video, and have reporting capabilities that provide information for informed business

decisions.

Efficient parking systems allow medical facilities to:

Provide employee parking cards that restrict and track access.

Generate revenue with multiple rate structures.

Offer coupons and validation.

Sell discounted passes.

Generate email and text alerts.

Laws control the lesser man...

Right conduct controls the greater one.

-Mark Twain

Customize User Access & Permissions

Track & Control Parking Activity For All Users

Track Revenue, Traffic Patterns & Parking Statistics

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CRITICAL SUCCESS FACTORS FOR IMPLEMENTING

PARKING SYSTEMS IN MEDICAL FACILITIES

Design a parking strategy that puts the employees, patients and visitors at the center. A user-

centered strategy will help you discover how your people park at your facility and will help you

optimize the experience.

Build a user-friendly experience that provides easy user interactions and helps speed-up user

performance. Ensure that terminology is consistent in signage, printed items and all digital interfaces.

Your technology solutions need to be scalable enough to support high usage, particularly during peak

periods. Ensure that hardware and software can be upgraded to support future expansion plans.

Parking solutions process credit/debit cards and store and distribute customer and corporate data. It

is of the utmost importance that you ensure PCI compliance, EMV upgradability and have security

mechanisms in place to protect unauthorized access.

Look for a technology partner with an established record to implement your Parking System. Your

partner should have experience with the full life cycle of efficient parking, from strategy, execution

and operation support to meet all your needs.

Organize training sessions for your staff and encourage efficient management to optimize security,

control & revenue.

USER-FRIENDLINESS

SCALABILITY

DATA SECURITY

TECHNOLOGY PARTNER

TRAIN & EDUCATE

PARKING STRATEGY

Increase Revenue. Extend the Patient Experience.

Seniors comprise the largest percentage of the patient population and as such, their needs require

attention and accommodation. At the same time, healthcare organizations need to cut costs while

increasing revenue. Advanced parking systems address both of these issues and more. Bringing

parking functions inside the organization provides revenue. Efficient, easy to use parking increases

patient satisfaction and the opportunity for medical tenants to provide validated parking. Site

security is increased by virtue of video recording and customized access permissions. The ability to

track and control parking, and analyze traffic patterns improves wayfinding, thereby increasing driver

and pedestrian safety. Advanced parking systems are a logical beginning and end to the positive

patient experience created at a healthcare facility.

For more information about the study results and how these findings have been used to address the

unique challenges that Seniors encounter when interacting with technology, please contact us. If you

enjoyed these insights, look for upcoming ePapers on ADA compliance, PCI & EMV and parking

systems.

About Parking BOXX

Headquartered in North America, Parking BOXX is a leading parking system provider. Parking BOXX

accommodates the needs of small lots as well as large, complex parking systems. Parking BOXX has

over 50 years of parking industry experience, dealers throughout North America, and parking sites in

operation from Los Angeles to the Caribbean to Newfoundland. Parking BOXX systems reliably run

sites with thousands of daily vehicles and millions in annual parking revenue.

To explore parking system opportunities with

our experts, please feel free to contact us at:

info@ParkingBOXX.com

To find out more about our services, please

visit our website,

www.ParkingBOXX.com

ParkingBOXX.com

1.800.518.1230

info@ParkingBOXX.com

© 2015 Parking BOXX. All Rights Reserved.