Case Study: Custom Skincare Consultation Flow

Client: Prose

Role: UX Writer

Teams: Product, UX Research, Brand

Project Type: User Intake Flow

Challenge

  • Design a guided consultation that collects detailed information—from skin history and diet to lifestyle habits and stress levels.

  • Maintain a warm, supportive tone, especially around sensitive topics like acne and hormonal fluctuations.

  • Balance depth of information with overall brevity, ensuring consultation isn’t so long that users drop off and don’t complete it (or convert).

Requirements

  • Easy to follow

  • Brand-aligned

  • Science-forward

  • Educational

Key Contributions

  • Wrote all question prompts and answers, helper text, onboarding flows, and CTAs

  • Partnered with a product designer and UX researcher to organize content and test usability

  • Organized 30+ questions into intuitive categories

  • Iterated language based on real user feedback

  • Balanced a warm tone with scientific rigor (e.g. for medical language)

  • Reworked internal intake logic to feel more helpful and human

  • Rephrased unclear or overly broad questions

  • Prioritized clarity and duration to reduce drop-off

  • Ensured content was inclusive, affirming, scientifically accurate, and compliant with regulations