Unconventional approaches to office design can pay off — but they should be implemented from top to bottom.

LONDON — You could be forgiven for expecting the offices of the British Financial Ombudsman Service (FSO) to be traditional, conformist and dull. But, in fact, the ombudsman's offices at South Quay Plaza, overlooking the River Thames, are lively, colorful and stimulating.

The FSO has made a daring move with the physical layout of its work spaces. The designers grouped communal facilities together — photocopier, fax machines, coffee dispenser and toilets — so that staff can amble round these different points. Most people find it easier to ask an unknown colleague "How does this fax work?" than to say "May I join you?" to a stranger at a party.

People's desire for originality seems to be more deep-rooted than most office designers and managers have ever appreciated. A very traditional company in the oil and gas sector has designed an outlandish (though still functional) structure, which includes relaxation areas resembling tree houses and a video lounge with a range of audio-visual facilities.

In the Egg e-banking group's call center in Derby, as well as competitor Capital One's call center in Nottingham, the managers face the constant challenge of keeping staff. But both these organizations have improved staff retention by paying great attention to office design. They let their staff work in small teams, giving them a set amount of money each week to spend on whatever they want, from tenpin bowling to buying a coffee maker. A lot of the money is spent on decorating their part of the office.

More new offices — like the FSO — will be open-plan, but open-plan with a difference. No one in this part of South Quay Plaza has his own office or any piece of furniture denoting authority. Many egalitarian and team-working ideas behind open-plan offices are corrupted if the top dogs decide to retain their own offices or other physical manifestations of power.

Moreover, employers should avoid charging for tea and coffee in the office: Workers will be encouraged by this corporate parsimony to return the compliment in their attitude to work.