I have remarkably strong opinions about airports, considering how seldom I travel. Heathrow does several things right. Their line management is excellent; better than anything I've seen in the US. Chalk one up to national stereotypes.
They have what they call "repacking stations" right before security. Those are little places to step out of line, put your carry on bag on a table and rearrange things. It's like they know you want things packed differently when you're standing in line for half an hour (perhaps managing small children), or when you're proving everything fits in a standard-size bag, than when you need to dump your water bottle and display your toiletries and electronics and empty your pockets. So they put the stations after the line, as well as setting them a bit aside so people can do that rearranging without blocking traffic. I'm not sure what you call the people who do this kind of work (it's not exactly urban design or wayfinding), but somebody did a very good job.
Then security itself. Gevalt. You take one of those plastic bins, put your bag and coat and shoes and everything you were supposed to take out of your bag into it, and shove it from the table onto the conveyor belt. (Fortunately, they allow you to get help, because it's a hard shove at an awkward angle.) After they come out of the scanner, the bins continue on the conveyor belt and you pick up your bags. Travelers are supposed to pick up the empty bins and put them on the stack of empty bins a few inches away. This is extraordinarily bad design, socially and physically. Everyone in that line is picking up a bag, usually a bag + a coat + a little quart bag of liquids. Until very recently, they were also picking up their shoes and looking around for a place to put them on. What hands were they supposed to use to pick up the bin? It's only a few inches, but you can't just slide it over with your elbow or hip; you have to pick it up before sliding it over to where it drops onto the stack. As I was putting on my belt and reloading my pockets, one of the airport workers came by with her arms full of bins and called us all rude, bad people for not putting our bins away.
They have what they call "repacking stations" right before security. Those are little places to step out of line, put your carry on bag on a table and rearrange things. It's like they know you want things packed differently when you're standing in line for half an hour (perhaps managing small children), or when you're proving everything fits in a standard-size bag, than when you need to dump your water bottle and display your toiletries and electronics and empty your pockets. So they put the stations after the line, as well as setting them a bit aside so people can do that rearranging without blocking traffic. I'm not sure what you call the people who do this kind of work (it's not exactly urban design or wayfinding), but somebody did a very good job.
Then security itself. Gevalt. You take one of those plastic bins, put your bag and coat and shoes and everything you were supposed to take out of your bag into it, and shove it from the table onto the conveyor belt. (Fortunately, they allow you to get help, because it's a hard shove at an awkward angle.) After they come out of the scanner, the bins continue on the conveyor belt and you pick up your bags. Travelers are supposed to pick up the empty bins and put them on the stack of empty bins a few inches away. This is extraordinarily bad design, socially and physically. Everyone in that line is picking up a bag, usually a bag + a coat + a little quart bag of liquids. Until very recently, they were also picking up their shoes and looking around for a place to put them on. What hands were they supposed to use to pick up the bin? It's only a few inches, but you can't just slide it over with your elbow or hip; you have to pick it up before sliding it over to where it drops onto the stack. As I was putting on my belt and reloading my pockets, one of the airport workers came by with her arms full of bins and called us all rude, bad people for not putting our bins away.