Heather Martin

Vice President, Design

As Vice President of Design based in Smart’s London studio, Heather leads multidisciplinary global teams on large-scale UX and service design projects across all industry sectors.

Working within design and digital business innovation for 20 years throughout Europe has seen Heather recognized as one of the leading authorities in interaction design. In her early career she honed her skills as product designer at Tangerine, where she became increasingly interested in the convergence of hardware and software.

She has worked at the Royal College of Art as a visiting tutor and research fellow and co-founded the Appliance Design Studio between the RCA, IDEO and Hewlett-Packard Labs. In 2000, she joined IDEO as a senior interaction designer and project lead for the interactive, RFID-enabled Prada NYC flagship store with OMA/Rem Koolhas. Additionally, she designed a wireless inflight entertainment system for Lufthansa Technik.

In 2003, Heather moved to Italy for a position as Associate Professor at the Interaction Design Institute Ivrea (IDII), where she specialised in tangible computing and was elevated to Academic Director. In 2006, Heather transitioned to Denmark where she co-founded the Copenhagen Institute of Interaction Design (CIID). Positioned as a design school, consultancy and research lab specialising in interaction design, CIID was listed as one of the world’s best design schools by Business Insider in 2012.

A regular speaker across Europe, Heather’s portfolio has been recognised through international press and design prizes, including Gold and Bronze Business Week Awards for her work with Prada and IDEO. She was also listed as one of the 40 most influential designers in the world under the age of 40 by Wallpaper Magazine. She has a bachelor’s degree in product design from the University of Northumbria and a master’s degree in interaction design from the Royal College of Art.

Heather has been a driving force in shaping Smart’s service design approach, with a focus on creating disruptive experiences in highly commoditised industries. She believes that by developing a more personalised service across both digital and physical touchpoints, brands can enhance the end-user experience and create greater customer loyalty. Noteable clients have included Ford, Lufthansa Technik, HSBC Private Bank, HP, Viaplay, Singtel, Telefonica and UCB.

Heather successfully applies this insightful thinking across projects she leads in the home entertainment, healthcare and transportation industries, amongst others.