Visualizing Spatial Cognition for Wayfinding Design: Examining Gaze Behaviors Using Mobile Eye Tracking in Counseling Service Settings

Wayfinding with minimal effort is essential for reducing cognitive load and emotional stress in unfamiliar environments. This exploratory quasi-experimental study investigated wayfinding challenges in a university building housing three spatially dispersed counseling centers and three academic departments that share the building entrances, lobby, and hallways. Using mobile eye tracking with concurrent think-aloud protocols and schematic mapping, we examined visual attention patterns during predefined navigation tasks performed by 24 first-time visitors. Findings revealed frequent fixations on non-informative structural features, while existing wayfinding cues were often overlooked. High rates of null gazes indicated unsuccessful visual searching. Thematic analysis of verbal data identified eight key issues, including spatial confusion, aesthetic monotony, and inadequate signage. Participants frequently described the environment as disorienting and emotionally taxing, comparing it to institutional settings such as hospitals. In response, we developed wayfinding design proposals informed by our research findings, stakeholder needs, and contextual priorities. We used an experiential digital twin that prioritized perceptual fidelity to analyze the current wayfinding challenges, develop experimental protocols, and discuss design options and costs. This study offers a transferable methodological framework for identifying wayfinding challenges through convergent analysis of gaze patterns and verbal protocols, demonstrating how empirical findings can inform targeted wayfinding design interventions.