We were approached by Thomas Cook because of our experience with brands for younger consumers, a market segment they were keen to reach.

With many transactions taking over 40 minutes to process and long queues forming at peak times, we focused on addressing the way staff interacted with customers.

We removed the traditional desks, created more informal workstations, and designed a simple merchandising system to segment the holiday brochures into definable groups. Storage was also integrated into this system to ease the replenishment of shelves and to keep the staff on the sales floor.

Queue management was improved by the introduction of a fast track ticket point to handle simple transactions, along with video and computer games to keep the kids occupied.