Customer Service Desk Renovation, City of Marysville

The Call: A Customer Service Area That Was Not Working for Anyone

The customer service area at Marysville’s city hall was the primary public-facing space in the building. And it was not working for either audience. Customers found the process confusing and the environment unwelcoming. Staff found the layout inefficient and the work environment insufficiently secure. The city’s leadership decided to renovate the space to improve both the customer experience and the staff experience simultaneously. The renovation would need to happen while city hall stayed open for business.

Choosing a Partner Who Designs for Both Sides of the Counter

A customer service renovation that improves one audience at the expense of the other is not a solution. The city needed a partner who could build consensus among the staff who know the space best, design for both the public-facing experience and the staff security needs, and deliver the renovation while the building continued operating. They chose Triad.

The Decisions That Made the Space Work for Everyone

The city engaged the staff who work behind the counter every day. Their input identified the real inefficiencies and security concerns. The design was shaped by the people who use the space, not by assumptions about what they might need.

The renovation was designed to serve both audiences. For customers: a more welcoming layout that makes the process clearer and the environment more inviting. For staff: a more secure, safer work environment that supports efficient service delivery. Both needs addressed in a single renovation.

City hall remained open throughout the renovation. The construction was phased and coordinated to minimize disruption to both customers and staff. Unforeseen conditions in the existing building were planned for. Public funds were maximized.

A Customer Service Area That Reflects the Quality of Service the City Provides

Marysville’s customer service area now serves both the community and the staff behind the counter. Customers experience a more welcoming, user-friendly process. Staff work in a more secure, efficient environment. The design was shaped by staff consensus. City hall stayed open throughout. The budget was held. And the primary public-facing space in city hall now reflects the quality of service the city provides to its community.