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

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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