Terminal 5 Check-in Desks
BAA
Background
Terminal 5 is one of the largest airports in the world. The £4.3 billion building is the largest free standing building in the UK. Through the architecture and the interior design, the terminal has attempted to set new standards for airport design.
A key element to the passenger experience of using the airport is how they check-in and interact with airport staff. So it is important to get the detailed design right for front-of-house desks such as check-in, gate desks, transfer desks, and immigration desks.
Project
CCD was brought in by the T5 Fit Out and Delivery Team to work alongside the delivery team and the production designers (Barlows). The T5 desk team at BAA required that a risk based approach be applied to the ergonomic requirements for the front of house desks. We developed a set of requirements for each group of desks, conducted reviews through prototype assessments and attendance at mock-ups, reviewed initial design proposals and helped to develop an upgraded overall design by working closely with the BAA design team.
The aim of the study was to identify and mitigate any risks to individuals and/or the operation at the earliest possible stage. The key elements were:
- Awareness of hazards
- Identification of risks and to whom
- Implementation of control measures to eliminate or reduce the risk to ALARP
- Auditable reporting and documentation process
- Auditable tracking and review of actions
- Competence and authority
- On-going process of assessment, review and action
Implementation
Our approach was to start with stakeholder consultation to ascertain design requirements in particular functional and equipment requirements.
3D SAMMIE Modelling was used at an early stage to translate the design requirements into an Ergonomic Design Brief. This outlined the ergonomic best practice in terms of operator postural requirements and ideal equipment location. We then produced a Mock-up Desk and Prototype enabling further user engagement and as a vehicle for the design drawings to be signed off by the client.
To provide an audit trail for design decisions we produced a Risk Register which identified and quantified potential risks and records mitigative measures.
Outcomes
An Ergonomic Design Brief and Risk Register were produced for each set of desk. The desk groups included were as follows: Wave 2 and Wave 3, Biometric, Counters, Landing card shelves, Pedestals, Podium, Red Channel Customs Point, Seated Services (incl. staff DDA accessible), Standing Services, Security Benches, Self Service Kiosk, UKIS
The desks are now in-service within the terminal building and CCD's services have been retained by BAA to look at similar desk issues in other terminal buildings across Heathrow