Self service where possible, full service where needed.

Bas Berck of Merkx + Girod, the architects behind the new look of Dutch logistics company TNT have based their design on the concept of ‘Self service where possible, full service where needed’.

By bringing the service desks into the centre of the store, the logistics are visible to customers. This affords the stores with a sense of transparency entirely fitting with the ‘heart on your sleeve’ trend. Customers are demanding more and more honesty from the brands they engage with, there is a prevailing attitude of ‘don’t treat me like an idiot.’  It’s about laying costs bare, telling it like it is - no more hidden extras.

Another upshot of bringing what is traditionally behind the scenes into front of house is it gives customers the choice of full service and/or a do it themselves experience. This taps into another important trend, the customer in the driving seat trend. This is about ultimate accessibility and flexible customer journeys tailored around different customer needs. As the customer, I get to choose how I interact with the environment which means I am in control, I can make my own experience. 

By Zoe Daniels

Pictures from http://www.dezeen.com