Retail

Harrods Tax Rewards & Customer Services Lounge

London

The brief

Customer service is at the heart of the Harrods ethos and a real point of differentiation in the brand positioning and the delivery of the ultimate luxury shopping experience. The new 6000 sq. ft. dedicated area provides services to foreign visitors to London and loyal Harrods customers, from card rewards to tax free claims. Comfortable, functional and efficient, with a luxury residential feel, this is a key point in the customer journey.

Our approach

The project was a complex process of space planning, responding to customer needs for privacy and personal service as well as Harrods requirements to ensure a smooth processing in the handling of approximately 400,000 enquiries per year. The design approach balanced a contemporary take with a slightly retro style working environment, combining wood panelling, ribbed glass privacy screens and 60’s style table lights that would not be out of place as part of a Mad Men set.

Retail work

Ganache
Ganache
Nitesh Estates/Ritz Carlton
John Lewis
John Lewis
John Lewis Partnership
Schiphol Airport
Schiphol Airport
Schiphol Airport Authority