A store counter creates a cage-like barrier that reduces the visible human on the other side by ~50%. Removing it could stir 2x the empathy on both sides.

Every time I see a video of a customer belittling a worker, there’s often (not always) a counter between them. Visual cues matter, so maybe a better designed environment could restore just a little humanity and kindness. Apple stores get this right—staff float around and blend in as “one of us.” It’s easier to be a jerk when there’s a physical barricade separating us from them.