As Vice President of Design based in Smart’s London studio, Heather leads multidisciplinary global teams on large-scale customer experience and service design projects. Her sweet spot lies in creating disruptive, multichannel experiences in highly commoditized industries. By developing a more personalized service across both digital and physical touchpoints, Heather creates more satisfying user experiences with enhanced business value.A co-founder of the Copenhagen Institute of Interaction Design, Heather’s portfolio has received international recognition with Gold and Bronze Business Week Awards, accolades from BIMA, Fast Company and UX Magazine, as well as Wallpaper Magazine’s 40 most influential designer under 40 honours.She has a BA in Industrial Design and an MA in Interaction Design from the Royal College of Art. She continues to periodically contribute to critiques at the Royal College of Art and was a judge for the Braun Prize in 2015 and the Core 77 Awards in 2016. Her clients have spanned all industry sectors over a career of 20 years and include Ford, Lufthansa, HSBC Private Bank and Prada.