Faced with sustained media criticism of immigration controls, the UK government set out to increase awareness and visibility of the border process, with uniformed immigration officers and improved information at the ports of entry.

Applied Information Group was appointed by the Home Office to evaluate the effectiveness of immigration halls at Harwich International Seaport, Heathrow, Stansted and Manchester Airports and at both ends of the Channel Tunnel. AIG and Lacock Gullam then designed and installed a prototype Border information environment at Stansted Airport, applying temporary redesigns at all Heathrow and Gatwick terminals to deliver rapid improvement prior to national implementation.

The prototype scheme provides clear separation between the identity of the port operator and the immigration environment, with a consistent visual identity for the UK Border Agency at all ports of entry. Information walls distinguish between guidance and clear instructions, explaining the process and giving details in multiple languages where appropriate. A parallel scheme for improving the ergonomics of control desks was integrated to create rows of desks with overhead gantries, forming a clear visual borderline.

The new design standard was adapted for implementation at Terminal 5 and is being rolled out nationwide.