work /
Tumi Clinic
work
architecture
entrepreneurship

A bespoke neighborhood clinic in Conroe, TX.

context /

Liang Taplet Design - 2009

team /

Justin Taplet

Scott Liang

"Tumi" is a small clinic designed and documented by Justin Taplet and yours truly. Located in a lower-income hispanic neighborhood in Conroe, TX, it was an attempt to balance the client's preferences with the unique needs of their patients in a thoughtful way.

A number of key design points:

  1. The children's room is framed at the entry to make the image of laughter and play a central part of the experience.
  2. The clinic is meant to be an important locale of the community; thus it's wrapped around a central courtyard where social events can be held. Additionally, it allows for a greened area where waiting patients can dwell and brings additional sunlight into the clinic.
  3. The main corridor is unusually wide—frequently, patients' families insist on accompanying them into the treatment area so space is provided for them to stand.
  4. The surgery room is as far as possible from the waiting area in response to some patients' propensities to scream.
  5. The doctors' offices are particularly generous, given how long they spend at work.

Notice how the kid's room is integrated with the entry and waiting experiences

5. Researcher Portal

Lastly, the third leg of the stool: the product that researchers (Vetty employees) use to actually conduct the background checks.

Product principles:

  • Speed. Make tasks easily identifiable.
  • Efficiency. Focus on minimizing redundancy; at high volumes, every redundant action is magnified (even eye movement should be considered).
  • Memory management. The UI should work to minimize information that the user has to hold in memory.
  • Power users. Due to training, higher complexity in exchange for higher power is OK.

This is a basic researcher workflow. Note that it is divided into 3 stages:

Generally, teams of researchers are assigned to different accounts, with each member taking on a specific phase. Due to Vetty's limited resources, individual researchers take on their own accounts and conduct all 3 phases.

5.1. Researcher Dashboard

The main focus of the researcher dashboard is the "Adjudication Needed" column, which uses a simple "yes" or "no" to indicate when there is a pending task. Hovering over the cell in the column brings up more detailed information.

Because researchers are trained users, the dashboard can adopt more complexity for more power. Below, custom components that allow each column to be independently searchable:

5.2. Candidate Details

Much like the client portal (for account managers), the candidate details are where most of the tasks are done:

Key items:

  • The reference panel can be brought up at any time for glanceable information (for example, the researcher may need to compare SSN trace results with national criminal results). The panel eliminates the need to scroll back and forth. Furthermore, it includes a notes section for each candidate, eliminating the "mountain of sticky notes" that researchers previously had to deal with.
  • All top-level information is easily glanceable in the left navigation panel.

The researcher portal is now undergoing a major redesign to accommodate larger teams. Stay tuned!

Conclusion

Whew, that's it! A complete Consumer Reporting Agency platform from scratch. As of this writing, Vetty has experienced a 10x increase in MRR and is now undergoing a serious M&A bid. If you have any questions, or would like to work together, please don't hesitate to reach out at hello@scottliang.com.