01 / 1.TALK · B2B PLATFORM SCALE
From booking foundations to a platform serving 2,000+ clinics.
I designed the early booking workspace and resource model, then led the team’s design expansion and integration into 1.Talk. The platform now serves 2,000+ clinic businesses and an estimated 8 million people reached across clinic staff and members.
01 THE CONTEXT
New specialties needed a booking model that could grow.
Expanding beyond basic registration into self-pay specialties meant supporting different treatment durations, staff, equipment, and schedules. Clinics needed configurable operations, while patients needed a clear booking flow. The existing registration model could not simply carry over.
Organize clinic operations before simplifying patient choices.
02 ASSUMPTION & TURNING POINT
Being on the schedule does not mean being bookable.
We had tended to equate a clinic’s schedule with times patients could book. The actual settings and online booking flows showed why the two needed separate rules.
Where it broke down
The full schedule describes internal operations. It does not establish which services, staff, or time slots a clinic wants patients to book.
What revealed the gap
Interviews revealed different starting points—treatment, clinician, or time—and clinics did not want every resource available to patients online.
What I changed
The team extended my early staff/equipment model with online schedules and booking-order settings. I helped keep the rules aligned: clinics define what is open before patients choose a slot.
Internal scheduling and public availability need separate rules. Additional setup gives clinics the control their daily operations require.
HANDS-ON DESIGN
My hands-on work: creating an appointment from the calendar.
Inside the clinic, scheduling a self-pay treatment means checking the patient, time, staff, and equipment together. I brought these decisions into one appointment flow.
- 01
Choose a date and member
Start from the calendar and connect the appointment to the patient’s record.
- 02
Assign staff and equipment
Bring the treatment’s resources into the booking so staff can consider time and capacity together.
- 03
Confirm and review
Review the time, service, staff, status, and notes in the calendar and appointment details.
Early PinMed Suite: I owned the calendar workspace, staff/equipment relationships, and core flows. The team extended the settings and platform integration over time.
CALENDAR TRADEOFFThe workspace needed enough context for quick decisions without forcing staff to switch between paper, messages, and separate member records.
03 THE SOLUTION
Make one booking model work across specialties.
Clinic interviews revealed different starting points: treatment, clinician, or available time. I established the early staff and equipment model; the team extended it with service settings, online schedules, and configurable booking order to support different ways of operating.
Internal resources
Define staff and equipment relationships before offering a service.
Availability rules
Manage the full clinic schedule separately from public booking slots.
Patient choices
Offer valid options based on rules the clinic controls.
THE TRADEOFFI kept internal schedules separate from public availability. Clinics took on more setup work—choosing services, staff, and slots to open—in exchange for control over what patients could book.
04 MAKING IT WORK
From building the foundation to leading platform integration.
During integration into 1.Talk, I preserved the calendar as the daily entry point and the appointment’s links to patients, staff, and equipment. I defined design scope for the surrounding service, schedule, and member-management modules so the team could extend the existing workflow.
Preserving the calendar workflow constrained how freely we could reorganize the platform. New modules needed to connect back to existing appointments and resources, helping clinics build on an operating model they already knew.
- 01
2023 · Build the booking core
With one frontend and two backend engineers, I designed the calendar workspace, core flows, and staff/equipment relationships.
- 02
Iterate · Extend the settings
The team added service settings, online schedules, and booking order. Cancellation slot release followed in 2024; time-zone rules evolved in 2025.
- 03
Integrate · Lead the design
I shifted to defining scope, ownership, and direction, preserving the calendar core and connecting new modules to the same resource model.
Explore the process and collaboration
05 IMPACT & OWNERSHIP
What changed through this work?
The booking capability became part of 1.Talk, now serving 2,000+ clinics across Taiwan and Japan and an estimated 8 million people reached across clinic staff and members (2,000 clinics × roughly 3,500–4,000 people each). The platform has sent over 44 million appointment reminders. My role grew from designing core workflows to leading design as the product expanded.
The people estimate uses a 2,000-clinic baseline, is not deduplicated across clinics, and is not a registered or active-user count. My ownership spans the early booking foundation and design leadership during expansion and integration.
A CLOSER LOOK
A little more context.
My role across the product’s lifecycle
Early team: one frontend engineer, two backend engineers, and one product designer (me). I owned the appointment workspace, initial staff/equipment relationships, information architecture, and core flows. As Design Lead, I defined design scope and ownership with product, engineering, and other designers, and guided integration decisions.
What we made observable
The team defined usage of appointment scheduling and member management, time to create a new appointment, activity frequency, and retention as observation points. These were measurement criteria, not claimed percentage improvements.
Platform recognition
The wider 1.Talk platform received the 2024 GOOD DESIGN AWARD and the 2025 Golden Pin Design Award, recognizing the work of the product team.
HIRING A SENIOR OR LEAD PRODUCT DESIGNER?
If this is the kind of work your team needs, let’s talk.
Based in Taipei (GMT+8), open to relocating for the right role. The form reaches me directly.