Tags

Artificial intelligence, human-computer interaction, natural language processing, service design, telehealth, machine learning, chat bots

 

Challenge

Essote (South Savo Social and Health Care Authority) wants to serve their customers wherever they are – in a hospital, at a workplace, on a couch at home, or even at a summer cottage. Could you invent ways to accomplish this?

 

Background

We are building fine new facilities in Mikkeli. However, in addition to this, our targets will include ability to provide outstanding services wherever our customers are. These virtual services can promote quick access to health care services, improve customer experience, and reduce patient queues in the hospital.

About half of the incoming customers of Emergency Unit are not in need of urgent help. They contact to the emergency because they do not know any other way to get help. “Ensineuvo” as an advising telephone service directing emergency clients into the correct medical treatments, also differentiates urgent and non-urgent cases. This important phone service and emergency unit in general are usually congested. There are few available  times to doctor’s reception, and it is also difficult to obtain non-emergency medical care. The risk still exist, despite of the fine new facilities of this hospital, that clients still will not get answers to their questions.

Also, there might be situations, in which cases obtaining medical assistance causes more harm than benefits. For example, a caretaker of the spouse with memory problems often underestimates her/his own “small” symptoms because she/he can not leave her/his spouse home alone. So, the caregiver’s own health is left untreated. There are also other such situations, and in these situations the health service would be great to get at home.

How can we improve our services? How could clients get help without a physical contact? How clients would get a response to their concerns at the hospital as soon as possible? Do you always need a human medical advice? How would you like to get a health care service in the future?

 

Approach and considerations

Could video conferencing techniques be utilized? How about existing text interfaces like Slack? What would be the natural interaction method for the virtual adviser?

Consider AI-based solutions for back-end. Possible front-end techniques could include AR tags or QR-based activation.

For example, you take one or more photos of the problem and send them to an expert. Maybe you include audio, video or some text. The expert then evaluates the need for treatment based on the pictures and descriptions. Of course, this is just a rough example and not a mandatory implementation.

 

Technology, data, and materials

IFC and FBX models will be handed out on-site.

There are five HTC Vives and 10 Samsung VRs available for development, testing, and for some gaming.

 

Unity:  https://unity3d.com/

Unity tutorials and documentation: https://unity3d.com/learn

IMB Watson SDK for Unity: https://blogs.unity3d.com/2018/02/20/bringing-the-power-of-ai-to-developers-with-the-ibm-watson-unity-sdk/

Unreal Engine: https://www.unrealengine.com

Unreal Engine documentation: https://docs.unrealengine.com/latest/INT/

Unreal Engine video tutorials: https://docs.unrealengine.com/latest/INT/Videos/

 

YouTube search words (it’s a really good source for quick info)

  • using device camera in unity
  • IBM Watson unity

 

Outcomes

  • Concepts and mockups for new easy-to-use and intuitive ways to provide virtual medical care services
  • Try to build a proof-of-concept or a live demo
  • Think how to present the interaction and UX of the concept