Forestry Commission

CLIENT’S CHALLENGE

The Forestry Commission approached Ideas to assist them with the remodelling of their ticket office counters at the Welcome Centre for the National Arboretum in Westonbirt. Customers and staff were experiencing problems with the existing design, including poor comfort and safety and transaction difficulties.

WHAT WE DID

First of all, we visited the site to review the situation and meet staff to better understand the problems they were experiencing. From this consultation, we were able to develop preliminary proposals for review. Forestry Commission staff were also invited to our showroom to see for themselves the ergonomic principles associated with customer transaction counters and seating. The main problem was that there was not sufficient under counter forward leg space for staff while sitting at a standing counter and insufficient space on the counter top for the appropriate configuration of equipment. Our solutions included changes to the counter, ergonomic seating specifically designed for standing counters and the installation of our integrated flush cash drawers which are specifically designed for sitting at standing counters.

For customers, we designed and installed an inclusive dual height counter solution suitable for standing ambulant, wheelchair users and short stature people. Installing new windows and frames to eliminate visual obstructions also improved visual communication between staff and customers. We also added sliding shutters, which enable staff to pass electronic payment devices to customers and to shut out inclement weather. The rural and outdoors location of the visitor facility and compliance with their building specification was reflected in the use of Douglas Fir and Red Cedar timber exterior fascias exterior detail, with Corian (solid surface material) used for the counters.

THE OUTCOME

Ideas provided the Forestry Commission with a one stop shop for design and ergonomic services, as well as stripping out and reinstalling the new build, with all its associated electrical and decorating works. The Welcome Centre now provides staff and customers with a greatly improved counter design at an installation that is sensitive to its rural and outdoor location.

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