Client Challenge
Heathrow’s Reserve & Collect setup lacked visual consistency, operational clarity and a cohesive customer experience. The airport wanted to offer a seamless Reserve & Collect service for premium products across multiple Heathrow terminals. In Terminal 5, an existing Travelex desk had been repurposed with signage and lights, but the result was uncoordinated and underwhelming.
BDM’s Solution & Approach
Building Design and Management were engaged to design a complete solution from scratch across three Heathrow terminals.
Our solution:
- Created 3D visualisations, layout concepts and detailed finishes for a unified brand feel
- Developed a consistent design language across all locations
- Designed and delivered private, fully accessible high-end spaces where customers could relax with family, preview products and collect the reserved items
- Each unit was tailored to specific terminal traffic profiles; for example, Terminal 4 featured a space that respected the privacy needs of Middle Eastern premium passengers
- Maintained close collaboration with the client, construction teams and user groups to ensure the design worked operationally, not just aesthetically
Impact
- This project marked BDM’s first appointment to lead the full design across multiple terminals
- The solution enabled a consistent customer experience and brand presence
- Enhanced usability and visual quality of Reserve & Collect areas
- Strengthened collaboration between designers, contractors and Heathrow’s operational teams
Talk to BDM about designing high-performing, premium quality, seamless spaces that deliver – every time.
