Every. Word. Counts.

Conversation DesiGN



Every. Word. Counts.

Conversation DesiGN


Tom Hewitson is a writer and product designer based in London, UK. 

He has helped some of the world's most iconic brands to find their voice and communicate with impact. 

He works with start-ups, brand-led businesses and specialises in conversation design.



Whether it's training a machine learning model, defining algorithmic behaviour or designing conversational interactions, I've solved a wide range of chatbot design challenges for businesses large and small.



I'll use rapid prototyping and research to test product-market fit and uncover opportunities.



I'll frame your bot's proposition to resonate with customers, investors and talent.


DESIGN experiences

I'll use storytelling and UX techniques to create a user journey that's engaging and authentic.



I'll create high-quality NLP training data so your bot works from day one.



I'll develop a pitch-perfect tone that brings your chatbot to life and supports you brand.



I'll help you find a name for your bot that supports your current and future goals.





I started my career as a journalist for the Daily Telegraph in London. I soon realised that my passion lay in exploring the new opportunities that digital has to offer for writers. 

I transferred to the SEO and digital operations team where I worked on developing a new digital business model.

After helping with the successful relaunch of the Telegraph website I left to fulfil a life-dream of travelling to Asia. 

During my six months in Asia I volunteered at the Phnom Penh Post (the leading Cambodian national newspaper) where I led a complete overhaul of their digital publishing process and trained local staff on how to write for the web.

When I returned I started working as a Digital Editor for Lonely Planet where I was responsible for the quality and accuracy of all of its 6000 online destination guides. 

I was seconded to a cross-functional team tasked with opening up a new online revenue streams and was then put in charge of the content team tasked with building our proposed solution. 

During this period I discovered the world of product development and decided I wanted to take it to the next step by founding my own travel-related start-up. 

Running a start-up required more skills, adaptability and resilience than I could ever have imagined and unfortunately we weren't able to secure the investment needed to make the product a reality.

Having exhausted all my savings and borrowed more than I should, I turned to contracting for the Money Advice Service (a quasi-governmental organisation promoting financial behaviour change). 

I redesigned their entire retirement offering while partnering with subject matter experts to ensure that the advice met it's legal mandate.

I also became heavily involved in using design and content to promote behaviour change and create new habits. I worked with the world-renowned Behavioural Insights Team as well as leading academics from UCL to design content that's more likely to trigger an action.

During this time I also gave a talk on a new content strategy approach I had devised for organisations trying to meet a very large number of use cases that was fairly well picked up in the content strategy industry.

A few weeks later I got a message out of the blue inviting me to lunch at Facebook where I was asked if I'd be interested in joining as a content strategist.

The opportunity to work on problems that affect billions of people was something I couldn't pass up and working with the largest product content team in the world was a dream come true.

I worked with several product teams focussed on encouraging users to share more on the platform  to make sure their products were easy to use, understand and provided the greatest amount of value to the user. 

During my time at Facebook I was lucky enough to become an early beta user of their virtual assistant M and instantly saw the potential for a whole new class to tech products where words were the primary interface.

I realised that every company would eventually need a chatbot and that they'd need someone to design it. Being a writer with a lot of experience in UX and product development I knew I was perfectly placed so I decided to leave and start my own consultancy doing chatbot design.

Since the start of 2016 I've designed bots for clients ranging from small startups to billion dollar companies and the UK government. Towards the end of 2016 I decided to partner with a developer friend and we formed The Chatbot Agency in order to provide a full end-to-end service to clients where needed.


London Messaging Bots

I also run London's largest monthly bot meetup called London Messaging Bots. Previous sessions have involved talks from Facebook, Microsoft, Amazon plus some of the coolest startups around.

If you're in London and interested in bots why not come along to the next one?

Alternately, if you're interested in doing a talk please drop me a message below.



Say hello


Say hello