Atlas Balance Case Study

Overview

Project: Credit feature integration into Atlas.md
Role: UX Writer & Content Designer
Team: Developers, Designers, Compliance Officer, Stripe Compliance Team
Timeline: 6 months

Atlas.md is a healthcare platform designed for Direct Primary Care physicians. As part of a broader product expansion, we integrated a credit-providing system via Stripe, giving clinics new financial flexibility directly within the platform. My role was to lead content design across the entire user journey, ensuring clarity, trust, and simplicity in a feature that could otherwise feel complex and intimidating.

Note: Due to legal and compliance requirements in the healthcare and financial sectors, I’m unable to share screenshots or internal visuals from this project. Instead, I’ve focused on outlining the process, decisions, and outcomes in detail below. I can, however, provide screenshots in private.

The Challenge

Introducing financial services into a healthcare platform meant dealing with both high complexity and high stakes. Our users—physicians and clinic administrators—were often unfamiliar with financial terminology, anxious about compliance and eligibility, and confused by technical flows and requirements.

The challenge was to translate complex financial processes into clear, intuitive language while maintaining regulatory accuracy and user confidence. The content needed to guide users through eligibility, application, and usage without overwhelming them or eroding trust.

Data and Insights

While we didn’t conduct formal UX research for this project, we had access to extensive user data, feedback, and behavioral insights from existing Atlas.md users.

By analyzing support tickets, feature requests, and in-app usage patterns, we identified consistent pain points:

  • Users were confused by financial terminology such as “available credit” and “funding balance.”

  • Many hesitated to engage with the feature due to a lack of clarity around eligibility and compliance requirements.

  • Drop-offs were common at specific points in the application process, indicating that language and structure were creating friction.

These findings shaped our content strategy: use plain language, provide contextual guidance, and build trust through transparent communication.

My Process

1. Mapping the User Journey
 I worked closely with designers to map the full user flow, from initial discovery and onboarding to application, approval, and usage. This helped pinpoint where users needed reassurance, context, or clearer explanations.

2. Establishing Voice and Patterns
 I created a content framework to standardize our approach:

  • Replacing jargon with plain language (for example, “Funds you can use” instead of “Available credit”).

  • Using progressive disclosure to present details gradually reduces cognitive load.

  • Building trust with transparent, plainspoken explanations of terms, next steps, and safeguards.

3. Designing Microcopy in Context
 I wrote and iterated on microcopy across the entire feature, including:

  • Onboarding screens that introduced the feature clearly and set expectations.

  • Eligibility checks that explained requirements and outcomes without overwhelming users.

  • Application forms that guided users step by step.

  • Dashboard messaging that made financial information understandable at a glance.

I annotated wireframes and prototypes with the rationale behind each content decision, showing how language influenced user behavior and supported overall product goals.