Inner Balance is a women's telehealth brand offering prescription hormone therapy. After purchase, patients enter a multi-step approval process of ID verification, doctor review, and pharmacy fulfillment with no visibility into what happens next.

Two scopes: design the post-checkout experience from scratch, and redesign the About page to lead with clinical credibility over product.

The hardest problem was the 48-hour physician review window, a wait entirely outside patient control. Every touchpoint had to communicate medical protocol without making patients feel suspected.

(Pre-launch)