I only had one idea when I signed the lease: No counter.
What is a counter anyway? Yes, of course it's a very functional thing for delivering efficient customer service, a place to wrap a gift or set your purchases. And for those of us who have stood behind one, it feels safe back there, right? And it makes a customer feel safe too. It indicates they are in a store and that whoever is behind that counter is there to serve them. The counter tells a customer that I'm a retail worker and dictates how we behave with each other.
Even though I had loads of lovely, intimate interactions with customers at NOUN, I always wanted more connection. By the time it closed, I had determined the counter was one of the things (literally) standing in the way of that. And if I'm honest, I wanted people to see me as a creator not just someone who took their money for the exchange of goods and services. I wanted the space to be seen as something that was worthy of really seeing and exploring - not just a store that was for consuming.
So I wonder...could removing the counter change that perception and behavior? Will that small change be really good or really uncomfortable?
I have no idea.
But I DO know I want to try to make a space (and a website) that has some physical and visual interventions that make it a less passive experience. Personally, I love a space that must be considered and interacted with a bit more than usual in order to reap its rewards. But is that what a walk-in off the street wants? Again, no idea. But I'll study it all from behind my big, beautiful (not a counter) desk and report back.