Case Study: UX Writing for User Clarity & Logical Flow

Transforming a complex certification process into a clear, supportive user experience through research‑informed writing and structured content systems.

Overview

The “Leaders in Dyslexia” professional accreditation workflow was a dense, multi‑step journey that caused confusion and high cognitive load for users. My goal was to simplify the experience through intentional UX writing and content design, reducing friction and enabling self‑guided progress without support.

Organization: Nessy Learning
Role: UX Writer & Content Designer
Skills: UX writing, content strategy, information architecture, accessibility, content systems

The Challenge

Users navigating the accreditation process faced:

Jargon‑heavy language with unclear next steps
Anxiety around where they were in the process
High support volume due to confusion and abandoned progress

The task was to redesign the workflow’s content so that users can confidently progress through the certification with clarity, simplicity, and support embedded in the language itself..

My Role and Approach

1. User Journey & Cognitive Friction Mapping

I mapped the multi‑stage workflow into five distinct steps, identifying high‑friction moments where language and structure needed the most clarity.

2. Copy Strategy & Progressive Disclosure

Structured content to show only what was relevant at each stage to reduce cognitive overload.
Added anticipatory messaging (“Success Tips”) at known friction points to pre‑empt user confusion.
Standardized terminology to build user mental models and trust.

3. Content Matrix for Developer Handoff

To ensure alignment and accurate implementation, I created a Master Content Matrix that served as the single source of truth — mapping every UI label and body copy string to a specific system state. This supported QA and launch readiness.

Stage / Component	UI Heading / Label	Body Copy / UX Writing	System State / Logic
Initial Audit	Step 1: Pre-Training Deep Dive	Fill in the self-audit for Leadership, Culture, and Teaching.	Default State
Audit: Pending	Awaiting Review	Your audit has been submitted. We’ll notify you when feedback is ready.	Status: Processing
Audit: Success	Reviewed and Approved	Your audit is approved! You are now ready to begin Training.	Status: SuccessX

The Solution

The redesigned experience included:

Linear, stage‑based guidance so users never wonder what to do next
Dynamic state messaging (e.g., “Pending Review” → “Approved”) that clearly communicates progress
Accessibility‑focused UX copy, including screen‑reader‑friendly structures and scannable micro‑content

This content system ensured clarity, accessibility, and usability across the process.

Outcome & Impact

Users can now navigate the accreditation workflow without external support or clarification
The Content Matrix reduced guesswork for developers, streamlining QA cycles
The platform achieved higher accessibility standards, supporting all learners regardless of ability

This project shows how thoughtful content design — informed by cognitive psychology and structured systems thinking — directly influences usability, clarity, and operational efficiency.

Key Deliverables

Structured UX copy for multi‑state interfaces
Master Content Matrix (UI label → system state)
Accessibility‑ready content strategy
Stage mapping and anticipatory messaging system