CASE STUDY / HEALTHCARE / POINTE-CLAIRE, QUEBEC / AWARD-WINNING PROJECT
Since September 2024, Lakeshore General Hospital of the CIUSSS de l'Ouest-de-l'Île-de-Montréal has been using the Virtual Assistant, a wayfinding tool designed by Eye-In Média. Patients and visitors can find their way using kiosks at the entrances, QR codes on each floor, or directly from their appointment confirmation. Between its launch and June 2025, the tool was used more than 25,000 times, and the project received 4th place in the Modern category at the 2025 Stars of the Healthcare Network Awards.
2025 STARS OF THE HEALTHCARE NETWORK AWARDS
4th place, Modern category
Caisse Desjardins du Réseau de la santé
USER RATING
4.5 / 5
300+ reviews
01 / LAUNCH
September 2024
Go-live
02 / USAGE
25,000+ uses
85 unique users/day
03 / SATISFACTION
4.5 / 5
300+ reviews
04 / RECOGNITION
2025 SRS Award
4th place, Modern category
01 / THE CONTEXT
A community hospital, a bilingual community and thousands of appointments
Lakeshore General Hospital serves Montreal's West Island from its location in Pointe-Claire. It is part of the CIUSSS de l'Ouest-de-l'Île-de-Montréal, which brings together several healthcare facilities across the territory.
Every day, patients arrive for an outpatient appointment, a test or a visit with a loved one who is in hospital. Many come only once or twice a year: they are unfamiliar with the wings, floors and internal names used for different services.
- Project lead: Major Infrastructure Projects Directorate, CIUSSS de l'Ouest-de-l'Île (Emmanuelle Legros)
- Technology partner: Eye-In Média, Montreal
- Go-live: September 2024, still active
- No app to download: everything runs through a web browser
02 / THE CHALLENGE
What problem did the hospital want to solve?
The goal was not to add another screen, but to reach patients at the right time: before they leave home, when they arrive and whenever they hesitate in the corridors.
03 / THE SOLUTION
How does the Virtual Assistant work?
Patients can start at three different points. At each stage, the route displays a 360° photo of the location along with the direction to follow.
The integration with appointment confirmations is what sets this project apart: patients receive their route before they even arrive, without having to search for the tool.
Before the visit
Link in the appointment confirmation (text message or email) or visitlakeshore.ca → the route to the clinic, prepared from home.
At the entrance
Interactive wayfinding kiosk → the route appears on a large screen and can then be transferred to a mobile phone using a QR code.
Inside the hospital
QR code on each floor → a route that starts from the exact location where the patient is standing.
04 / THE ROLLOUT
How was the project implemented?
PHASE 1
Planning
PHASE 2
Site survey
PHASE 3
Integrations
PHASE 4
Installation
PHASE 5
Launch
PHASE 6
Monitoring
05 / THE RESULTS
Two years in service, with public results
Between September 2024 and June 2025, the tool was continuously monitored. These figures are public and come from an article published by Caisse Desjardins du Réseau de la santé.
85
unique users / day
25,000+
uses
4.5 / 5
user rating
“This is great! I'm pregnant and I often have to go to the hospital [...]” — A Virtual Assistant user
06 / THE RECOGNITION
Why did this project win an award?
The project was presented by Emmanuelle Legros' team, with Tara Glover, Catherine Filion-Lord, Micheline Béland and several CIUSSS departments.
What this project demonstrates for your organization
01
A measurable tool
Users per day, cumulative uses and user ratings: a wayfinding tool can be measured.
02
It lasts
Two years after launch, the tool is still in service.
03
Before arrival
The best time to guide a patient is before they arrive—in the appointment confirmation.
04
Recognized by the healthcare network
The healthcare network recognizes it: 2025 SRS Award, Modern category.
To hospital leaders and patient experience teams: if you need to support the project with numbers, the Lakeshore figures are public. Talk to our experts or explore our other healthcare solutions.
In pictures
In the media
MEDIA COVERAGE
Caisse Desjardins du Réseau de la santé
A simple way to make wayfinding easier (Jade Gastonguay, June 5, 2025)
MEDIA COVERAGE
CIUSSS de l'Ouest-de-l'Île-de-Montréal
Finding your way easily at Lakeshore General Hospital (September 16, 2024)
Frequently asked questions
- What is the Lakeshore General Hospital Virtual Assistant?
It is the digital wayfinding tool at Lakeshore General Hospital in Pointe-Claire, designed by Eye-In Média and in service since September 2024. It guides patients and visitors using maps, 360° photos and step-by-step directions.
- How many people use the Virtual Assistant?
Between September 2024 and June 2025, the tool averaged 85 unique users per day and recorded more than 25,000 uses.
- What award did the Virtual Assistant receive?
4th place in the Modern category at the 2025 Stars of the Healthcare Network Awards, presented by Caisse Desjardins du Réseau de la santé.
- Can the route be sent with the appointment confirmation?
Yes. At Lakeshore, appointment confirmations sent by text message and email include a link to the route.
- Do I need to download an app?
No. The tool opens in a web browser on a computer, tablet or mobile phone.
- Kiosk or QR code: which should you choose?
They complement each other. The kiosk provides a starting point at the entrances. QR codes require no infrastructure and can be placed on every floor.
A similar project in your establishment?
Other healthcare case studies
SHERBROOKE
CHUS – Fleurimont Hospital
Wayfinding tool delivered in under 4 months
MONTREAL
Eurêka, Glen site of the MUHC
Blue dot for 3 hospitals, no app required
BLOG
Healthcare wayfinding in Quebec
Read it on the Eye-In blog