Heather Martin
VP, Design at Smart Design
Personalisation, tomorrow
There is a real opportunity for brands to create meaningful relationships with their customers by getting ‘up close and personal’ when delivering product and service experiences. In response to this and shifts in the in-flight entertainment ecosystem, Smart Design developed the concept ‘Next’, a highly personalised, device-based entertainment experience, designed to be accessible throughout the entire passenger journey. In this talk, Heather will share unique insights on avoiding innovation pitfalls and roadblocks, and what is required in order for disruptive innovation to truly take off. In addition, Heather will also share the story of Smart’s partnership with Gatorade to launch a new platform that offers personalised hydration to help optimise performance from the elite to everyday athletes.
About Heather Martin
A recognised authority on interaction design, Heather leads large-scale, global UX projects across industries. She has been a driving force in shaping Smart’s service design approach. Her sweet spot lies in creating disruptive, multichannel experiences in highly commoditised industries. For her, the more personalised the service, the more satisfying the user experience. Heather cut her teeth as a product designer at Tangerine, where she became increasingly interested in the convergence of hardware and software. She co-founded the Copenhagen Institute of Interaction Design, which Business Insider listed as one of the best design schools in the world. Wallpaper also named her one of the world’s most influential designers under 40. A regular speaker across Europe, Heather’s portfolio has received international recognition, including Gold and Bronze Business Week Awards for her work with Prada and IDEO. Her clients include Ford, Lufthansa Technik, HSBC Private Bank, HP, Viaplay, Singtel, Telefonica and UCB.