Case Study: Children’s Wisconsin achieves concierge wayfinding and reduces family anxiety with Artera

Children’s Wisconsin Uses Wayfinding to Provide Concierge Patient Service

Children’s Wisconsin, the region’s only independent pediatric health system, faced wayfinding challenges across a complex, construction-impacted campus and wanted to guide families all the way to clinic doors. To solve this, Children’s Wisconsin partnered with Artera to deliver wayfinding via the Artera platform, using Epic department ID numbers to avoid a time‑intensive integration and keep the solution low‑maintenance.

Artera matched Epic location IDs to the wayfinding maps and receives appointment Epic IDs via a real‑time scheduling integration, then sends automated texts with map links; the feature rolled out in a soft launch from October 2020–January 2021 across more than 100 departments and was promoted when a new building opened in January 2021. The implementation reduced welcome‑desk direction time, improved family experience and reduced anxiety, and Children’s Wisconsin is now expanding use of Artera for bidirectional texting, electronic check‑in and ChatAssistAI to further streamline communications and speed result delivery.

Children’s Wisconsin

Christopher Neuharth

Executive Director, Digital Health Experience