This project involved:
GTR (Govia Thameslink Railway)

Case Study Background

The platform retail unit at Norbury Station was accessed through a poorly maintained waiting room limiting the space available for food preparation and storage.

On expiry of a contracted out lease the unit was informally tendered to the open market. The brief to prospective tenants was to provide innovative shop fit plans focused on improving customer spend by incorporating the waiting room into the unit demise. With footfall at around 3.5 million passengers per annum, a number of proposals were received for our clients’ consideration including interest from branded coffee operators as well as the incumbent and local café operators.

Our input

  • Design advice to client as to how to maximise income potential and customer experience from the new facility including incorporating the waiting room (1 of 2 on this platform) into an enlarged demise
  • Analysis of informal tenders and recommending the incumbent tenant as the successful bidder to client based upon a detailed scoring matrix developed to deliver client aspirations
  • Facilitated a series of meetings with the tenant, their designer and shopfitter to ensure the quality offer presented in the tender was delivered to a high standard
  • Facilitated and attended meetings with high performing operators who were able to advise on operational efficiencies and product range


  • A contemporary high quality fit out was delivered by the tenant to the specification outlined within the informal tender. The new café is modern, bright with customers now able to view the preparation of food produced in an open plan kitchen
  • The new café has improved customer penetration, increased average transaction values leading to a sales uplift of 30%