Maarten Geraets shares how Philips started out with Voice several years ago, what they learned along the way and how they apply voice now.

1. Maarten Geraets
Sr. Global Product Manager
14 May 2019
Philips & Voice Assistance

2. Introduction

3. Digital health & wellness platforms

4. Introduction
Industrial Design
Engineering (IO)
@ TU Eindhoven
& TU Delft
Specialized in design for
interaction & medical
innovations
Product manager digital
health & wellness
platforms at Philips
Talk about voice
assistance experiences
in healthcare

5. Philips company
5

6. The founding fathers of Philips
Frederik Gerard Anton
Philips, a born innovator
For over 125 years,
we have been
improving people’s
lives with a steady
flow of ground-
breaking innovations

7. We strive to make the world
healthier and more sustainable
through innovation
We’re aiming to improve the lives of
3 billion
people a yearby 2030

8. Operating across the health continuum
Diagnosis & Treatment
Focuses on solutions for precision
diagnosis, disease pathway selection,
and image-guided, minimally invasive
treatments
Connected Care
Focuses on patient care solutions,
advanced analytics and patient and
workflow optimization inside
and outside the hospital
Personal Health
Focuses on healthy living and
preventative care

9. We are on a journey to
transform Philips into a
health technology leader
Health
technology
Solution
Relationship
Technology
Product
Transaction

10. Four profound trends are shaping
the future of health technology
Aging populations and
the rise of chronic
illnesses
DigitalizationIncreasing consumer
engagement
Global resource
constraints

11. Helping people
take care of
their health

12. Increased digital
assistance in
personal health

13. There’s always
a way to make
life better

14. Philips & Voice Assistance (VA):
How it started
14

15. 2017

16. 2017

17. Voice assistance enable
• New consumer interaction
• Hand free & easy health tracking
• Direct feedback

18. Amazon Alexa sales growing

19. 19
Health data
tracking and
device control

20. From device control via app…

21. To device control via voice assistance

23. Alexa, start cleaning my
floor
Alexa, what’s the air
quality inside?
Alexa, when was the last
baby feeding?

24. 24

25. 25
Pilot Amazon Alexa:
•Best market fit (US)
•Retail partner

26. Philips & Amazon Alexa:
What did we do?
26

27. Voice Assistance exploration
1. Analyzed the need for
voice assistance
2. R&D process to
identify best market fit
3. Explored and piloted
the solutions

28. Exploring VA support in multiple domains internally
Mother & Childcare
Baby development
tracking app with smart
devices
Floorcare
Vacuum cleaning Robot
control
Air Purifier
Air purifier control and
environmental conditions

29. Voice Assistance pilot setup; smart small and iterate
1. Build 2. Test 3. Optimize

30. In the meantime…
Voice assistance diversity
and exponential growth
New developments: new
markets, languages and
possibilities
Privacy & security
challenges:
- GDPR, HIPAA, ISO
- Amazon vs Philips

31. We’re constantly learning and improving
by delivering an internal toolkit to
accelerate voice assistance roll-out.

32. Amazon Alexa Skill &
Philips health data cloud

33. 33
Alexa - user interaction model

34. 34
Amazon Alexa Skill setup

35. 35
Amazon Alexa Skill setup
Where to host your skill?
How to connect your device & account data?
What about security?
What about privacy?
What are the T&C?

36. 36
Enable Alexa skill at Philips’ medical HSDP cloud platform
3th party connection

37. Amazon Alexa in Healthcare:
Challenges & learnings

38. Pilot examples for internal testing
Mother & Childcare
Baby development
tracking app with smart
devices
Floorcare
Vacuum cleaning Robot
control
Air Purifier
Air purifier control and
environmental conditions

39. Technical challenges
Setup secure and trusted
infrastructure. Data
obfuscation.
Account linking to sync
data between Alexa &
Philips
Health Data quality
(prevent errors, double
data)

40. Market challenges
Different market traction
per market:
• US vs EUR
• Alexa vs Google
Assistant
Differences health data
regulations per market
(ie. France)
Language support and
translations

41. Security & privacy challenges
How to process medical
data (baby data is
medical data)
Account syncing required Amazon privacy & T&C
impacting Philips users

42. How to instruct
users?
How to provide
easy onboarding
for device control
& health data?
How to confirm
data or undo?
(doublecheck
entry)
How to manage
multiple
conversional flows
and variables?
Usability challenges
How to prevent
data corruption
and protect
privacy?
(one or two way
limitation)

43. Account linking flow
“OK. I’ve logged a diaper.”
“Alexa, tell uGrow I changed a diaper.”
1. Philips app 2. Philips app
Exploratory
screen
3. alexa skill page
(webbased) Enable alexa
skill.
4. Account linking
Link Alexa with app by
logging in using same
Philips account
5. Linking confirmation 6. Start using Alexa

44. Alexa skill how to instructions
44
“Alexa, open uGrow.”
“Welcome, (…) if
you need any help,
say help.”
1. In app instructions 2. Voice guidance (Q&A)
“Help” “You can record your
baby’s bottle-feed by
saying; record a 55ml
bottle .”

45. Recording multiple variables and data confirmation
45
“Alexa, tell uGrow to record a 40 ml bottle feed of breastmilk”
“Alexa, tell uGrow to record a bottle feed of breastmilk”
“40 ml”
“How much?”
“Ok, I recorded a 40ml bottle
feed of breastmilk.”
or
1. All data at once
2. Step by step

46. Amazon Alexa demo
MCC Baby development tracking app

48. Voice assistance in digital healthcare
Key learnings

49. Voice assistance in digital healthcare
Key learnings
Own the data chain:
Manage own secure
infrastructure for skill
hosting and health data
Continuously improve:
Start small, test and
optimize
Check impact:
Check data privacy,
security and T&C impact

50. Maarten Geraets - Philips