Hello. I’m Olivier Heitz. A curious mind and a friendly fellow. Passionate about design, data, AI, and conversational user interfaces.
Olivier Heitz is a Product Owner for Conversational AI at Swisscom and part of the Data, Analytics and AI Group. He helps to push the boundaries of how people interact with machines using natural language. Olivier’s background in product design and his extensive experience of all aspects of human-computer interaction has helped him to establish a design-driven, human-centric approach to the development of conversational user interfaces for voice- and chatbots.
Talk
Say «Hey, Swisscom» to wake up the voice assistant and control your TV without the remote. Watch your favorite show or listen to some music, adjust the light, and even pour a drink… okay, that one we're still working on.
As the Conversational UX Lead, I have helped establish a conversational UX practice across different units, incorporating design sprints, UX research, and data analysis. The close collaboration between design, business, data science, and engineering allows us to continually push the envelope of what’s possible with voice and AI.
Write
Getting in touch with Swisscom has never been easier or faster. No more waiting in line, no opening hours to be aware of. Just use your favorite messaging app and text us your question or request. Let our custom-built conversational dialog platform help you instantly.
I’ve started working with conversational AI to improve the user experience and allow for more natural inputs to be understood and processed by the bot. Within one year, we’ve evolved from a limited deterministic approach to a fully conversational intent-based customer service automation bot that is capable of seamless channel switches, can do multi-turn dialogs, and is deeply integrated into services and backend systems.
See
I’m no stranger to visual interfaces. In fact, designing GUIs for apps and websites has been my background. As a designer, I deeply care about the visual language of products, brands, and systems. There’s information that can’t be easily communicated with natural language. That’s where visualization comes into play. As part of the Data, Analytics and AI unit at Swisscom, I constantly help make the invisible visible. By combining hands, eyes, and language.
Work Experience
2019-PRESENT
Product Owner, Conversational AI – Data, Analytics & AI
Swisscom AG
Zurich, Switzerland
Building and leading a Conversation Design team in a matrix organization. Developing conversational AI workflows and solutions for text and voice applications in IVR, chatbot, and a custom Voice Assistant from use case to implementation.
Collaborating in agile teams across professional disciplines and organizational structures. Conducting workshops and building educational material on designing, implementing, and measuring the success of conversational user experiences.
2015-2019
Senior Product Designer – Data, Analytics & AI
Swisscom AG
Zurich, Switzerland
Leading the UX design and UI production of various AI/ML research demos, early-stage B2B products, and marketing initiatives of the Artificial Intelligence and Machine Learning Group.
Art Direction and design of new AI-enabled services and apps. Responsible for a consistent design language, end-to-end user experience and UX research, including product roadmap and business strategy alignment.
2014-2015
Senior User Interface Designer
Zeix AG
Zurich, Switzerland
UX, visual design, and art direction in a usability agency specializing in complex web and mobile apps. Implementation and design of UX concepts, including usability testing and UX research methods.
Winner Gold, Silver, and Bronze at the Best of Swiss Web Award 2018 and awarded Gold - Highest Digital Quality, UX for the E-Government Platform "Common Information Platform Natural Hazards" at the Digital Economy Award 2018.
2011-2014
Creative Director
Starmind AG
Zurich, Switzerland
UX/Interface and product development for an innovative AI knowledge management startup from business idea to enterprise SaaS platform. Creation and responsibility of brand strategy, development of style guides, and communication tools. Building design teams and integrating design in development and release processes.
2010-2011
Interaction Designer
Zurich University of the Arts (ZHdK)
Zurich, Switzerland
User experience and design responsibility for the open-source research project "Media Archive of the Arts." Collaboration in frontend programming (Rails) and technical implementation. First experiences in Scrum and agile software development.
2004-2010
Founder
OH Design
Zurich, Switzerland
Design consultation, digital product strategies, user experience, and front-end implementations for various B2C products and services. Speaking at conferences, teaching and conducting workshops, and advocating the value of design thinking for organizations.
2006-2008
Freelance Designer
Rodale Inc.
New York, United States
Responsible for new design directions during relaunches of various magazine websites, including Bicycling, Men’s Health, Runner’s World, and Women’s Health. UX/UI design work on interactive media campaigns and web apps.
2003-2004
Faculty Member
Schule für Gestaltung
St Gallen, Switzerland
Teaching user experience, web design, and typography fundamentals to graduate students at the BA designer program.
1996-2004
Co-founder and partner
Kabeljau GmbH
Zurich, Switzerland
Foundation of a full-service design agency, including business, operations, and acquisition strategy. Conception, design, and production of interactive media product strategies, and corporate identities for various clients.
2001
Online Brand Designer
MetaDesign Inc.
Zurich, Switzerland
Website concept and strategy for the reorientation of the Lucerne Festival. Co-responsible for the development of the online department in Zurich.
1996-1997
Faculty Member
Fachhochschule Vorarlberg
Dornbirn, Austria
External lecturer in the design department. Co-responsible for the planning and development of seminars and syllabus.
1995-1996
Screen Designer
The Voyager Company
New York, United States
User interface and screen design, packaging, and promotional material for various CD-ROMs.
1990-1994
Graphic Designer
Concepta Werbe AG
St Gallen, Switzerland
Mentorship
Mentorship
2020
Thesis Advisor
BSc Business Information Technology
Lucerne University of Applied Sciences and Arts, Switzerland
2004
Expert of the Examination Board
HF Interactive Media Design
Schule für Gestaltung und Design, St Gallen, Switzerland
2002
Thesis Advisor
HF Communication Design
F+F Schule für Kunst und Design, Zurich, Switzerland
2001
Thesis Advisor
BA Arts and Design
InterMedia, University of Applied Sciences, Dornbirn, Austria
Education
2021
Certified Conversation Designer
CDI, Amsterdam
2018
Certified SAFe® 4 Scrum Master
Scaled Agile, Inc.
2000
Tomato Workshop I, Tokyo
Tomato - Applied Art & Design, London
1994–1996
Master of Arts in Computer Art MFA
School of Visual Arts, New York
1990–1994
Swiss Graphic Designer BA
Kunstgewerbeschule, Sankt Gallen
Talks & Publications
Talks & Publications
2020
CAS Advanced Digital Marketing 2020
ZHAW School of Management and Law, Winterthur, Switzerland
Guest lecturer: Conversational Interfaces
1999
Heitz, Täschler, Blum. WebDesign in der Praxis. SmartBooks Publ., 1999.
Co-Author
Awards
Awards
2021
Best of Swiss Apps — Gold
Conversational UI
Swisscom Voice Assistant
2018
Digital Economy Award — Gold
User Experience
Gemeinsame Informationsplattform Naturgefahren
2018
Best of Swiss Web Award — Gold
User Experience
Gemeinsame Informationsplattform Naturgefahren
2013
Swiss ICT Award
Newcomer Enterprise
Starmind International
2011
Swisscom App of the Year Award
Koubachi App
2004
edel*flash Flash Design Award — Gold
PlayStation Slotcar Championship
Personal Projects
Conversational Things
Human-Centered Conversational AI
Bringing UX and human-centered design processes to natural language interfaces, chat- and voicebots.
Sketch Talk
UI Designer’s Community
Running an open and free community platform for people working with the Mac UI design app Sketch.
The Mockup Club
Free Quality Mockups for Designers
Created a one-stop shop for free device mockups that you can use in your next design presentation.
Clients AdNovum, AM Apps, Ascom, BMW, Computerworld, Die Post, Dub Club, Escolette Reisen, Expo 02, Familie Müller, KinoK, Lokremise, Lucerne Festival, Nestlé, Nose, NZZ Folio, Openair St.Gallen, Reuters, Rodale, Roche, Saiten Kulturmagazin, Salzhaus, SBB, Skandia, Sky Guide, Smart Books, Sony PlayStation, SRG SSR, Stapferhaus, Swiss Films, Swiss Life, Swiss Recycling, TimeWarner, Unicef, United Nations, Universität Zürich, Verkehrshaus der Schweiz, Viacom, Werner Film, Xenix, ZHAW, ZHdK, Züritipp, Zürich Versicherungen