Healios, a digital mental health platform working with the NHS, needed clear, inclusive content to support neurodivergent children and families. Existing communication was confusing and inaccessible, leading to client frustration and additional support calls.

As a UX Writer, I collaborated closely with clinicians, designers and stakeholders to rewrite onboarding communications content. I focused on plain language and cognitive load reduction.

I also helped evolve the content style guide to reflect UX Writing best practices.

Several steps were necessary to successfully complete the project:

Discovery – Understanding client journeys and the comms they receive

Ideation – Collaborating with stakeholders on changes to be made

Writing – Writing and rewriting based on stakeholder feedback

Testing – Gathering user feedback and testing for errors before going live

The changes I made can be broken into five categories:

Implementing progressive disclosure

Improving readability

Fixing errors

Preventing user error

Improving operations

The project resulted in...

£600+/mo reduction in operation costs

fewer clients cancelling or not attending sessions

a reduction in clients calling or emailing the support team

positive feedback from the client support team and stakeholders

Accessible, neurodivergent-friendly content doesn’t just support all users – it saves time, money and builds trust.

I believe content should make people feel safe, seen and supported.