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TRANSCRIPT
ANNE WEILERVoice Interfaces For Patient Care
Agenda• Benefits of Voice Technologies• When To Use Voice• Case Study for Diabetes Care• Where Next?
Why Now? • Mobile drove on-demand • Cloud computing power• ML & AI• Price point• Discovery & Data!
Why Voice?• Convenience• Natural• Intonation• Emotion
Benefits in healthcare• Hands-free• Natural interface• On-demand• Broadly accessible• Efficient• Inexpensive
Opportunities in Healthcare
Exploring Care
• Search• Education• Symptom
Triage
Finding Care
• Finding doctors• Scheduling• Appointment
Reminders
Accessing Care
• Lookup coverage
• History & outcomes
• Preparing for visit or procedure
• Wayfinding
Receiving Care
• Rooming• Rounding• EMR
documentation• Clinical
checklists• Hands-free
Recovering or Managing
• Discharge instructions
• Chronic disease management
• Remote tracking
Examples
Challenges in healthcare
(and general)
• HIPAA• Medical lexicon• Jargon• Discoverability • Expertise/trust• Identity• Getting the right experiences• Intent is hard to guess• Interaction training
State of HIPAA• Alexa launched 6 HIPAA-compliant skills• Google has not announced anything• AWS is making more skills HIPAA
compliant
But….
https://www.bloomberg.com/news/articles/2019-04-10/is-anyone-listening-to-you-on-alexa-a-global-team-reviews-audio
ALEXA DIABETES CHALLENGECase Study For Diabetes Care
Patient & Provider Experiences
Voice Experience
I took my Metformin
My blood sugar is 83
Tell me about carbohydrates
Send a message to my care team
I’m feeling depressed
Scan my feet for problems
Sonia’s Interactive Care Plan: Type 2 Diabetes
Smoking Survey
Blood Pressure Tracking
(3 times/week)
Patient Goal Patient Satisfaction
Weight Tracking
Activity Tracking
Education (text/video/voice)
Quick Tips
Provider Messaging
Day 1 Daily Weekly Monthly
Foot Scan
Meal Tracking
Annual
Specialist Appointment Reminders
Vaccination RemindersPROM Survey
Medication Tracking
PROM Survey
A1-C(3 months)
LegendVoice-capable
Mobile, web, SMSDevice-capable
VMD
Blood Sugar Tracking
V
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VM DV
MV
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MV D
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Patient Goal ProgressMV
Designing for Voice• ~60% of the utterances we knew we’d be able to handle well
• “My blood sugar is 85.” • “Send a message to my care team”• “Is it ok to drink soda?”
• ~20% of the utterances we couldn’t handle fully and needed redirection• “How many calories are in 8oz of chicken and a half cup of
rice?”• ~20% of the utterances had potential next actions that were
out of scope• “I feel like smoking.”
TRIAL FEEDBACK
Feedback: Voice Interactions Kaiser Permanente Washington Members
• “Voice gives the feeling someone cares. Nudges you in the right direction”
• “Instructions and voice were very calm, and clear, and easy to understand”
• “I can’t hear it. It’s too fast”• “Ready when you are”• “My daughter bought me an Alexa. She (Alexa)
was always interrupting so we unplugged her.”
Feedback: Scale & ScannerPeople with Type II Diabetes
• “My bathroom is my diabetes command central”• “I would prefer to use this only in the clinic”• “Does it have to say my weight?”• “I’d use it if my insurer would pay for it”• “Where can I buy it”• “Where are the pictures?”
• Interactive voice response via phone• Fuzzy-matches of medication names• Quick-hit and guided interactions• More Wizard of Oz testing for patient variations• Creating non-parallel patient input experiences
Changes from Feedback
CONSIDERING VOICE
• Do you have experiences that would be improved by voice?• Speed of capturing information• Hands-free• Don’t require visual
• Where are your end users?• Are there privacy concerns that limit your ability to add voice?• Are you able to redesign your content and experiences?
• Rewrite content• Interactions versus robocalls
• Can you delight? Does voice make a better experience?
Voice First or Voice And Considerations
Resources• Sugarpod.io• Amazon Alexa – Voice Design Guide• Building Better Bots Using Amazon Lex• Intro to Building Voice Driven Experiences
with Alexa• Wellpepper voice whitepaper
APPENDIX
Weight Tracking & Foot Scan
Voice Experience
I took my Metformin
My blood sugar is 83
Tell me about carbohydrates
Send a message to my care team
I’m feeling depressed
Scan my feet for problems
Mobile Experience
Clinical Experience