Mary Free Bed Rehabilitation Hospital
Lead UX Consultant (Voice Product Strategy)
The Strategic Problem
Mary Free Bed, a nationally recognized rehabilitation hospital, launched an initiative to explore how voice technology could support outpatient care. The goal was to develop an Alexa Skill capable of guiding patients through clinically validated workflows based on symptoms.
However, the project stalled in early development due to unclear scope, misaligned expectations, and a lack of user-centered direction. Without clarity on what patients needed or how clinicians would validate responses, the team struggled to move forward.
My Approach
Brought in as the UX lead to course-correct, I refocused the effort on strategic alignment, real-world clinical integration, and voice-first interaction design. My work centered on ensuring that every patient flow was medically sound, contextually relevant, and easy to follow in moments of pain or uncertainty.
Key initiatives included:
Redefined the scope through stakeholder interviews, pain point mapping, and clinical workflow review
Co-designed with clinicians and department leads, grounding conversation flows in real-world protocols and recovery use cases
Authored scalable conversation models and Alexa sample utterances, balancing clarity with clinical accuracy
Prototyped symptom-based flows (e.g., Lower Back Pain) for testing on Alexa-enabled devices
Facilitated reviews and refinements across medical, product, and tech stakeholders to validate language and interaction pacing
“Alexa, open Mary Free Bed.”
Results
Delivered a functional, clinically-aligned Alexa Skill prototype focused on outpatient rehab triage
Restored stakeholder confidence by replacing ambiguity with tested, realistic voice flows
Created a reusable framework for future voice UX work across conditions and departments
Say “Services” to access a list and description of our outpatient services.
Concerned about pain in a specific area of your body? Say “Assessment,” and the voice skill will guide you through a list of questions, then share how to best manage your pain and provide simple exercises you can do at home.
Want to schedule an appointment? Just say “Schedule Appointment.” You’ll be provided direct access to scheduling.
Strategic Takeaway
Voice UX is not about novelty - it’s about clarity under pressure. By stripping interactions to the essentials and grounding content in clinical accuracy, I helped translate complex medical logic into something usable, scalable, and human. That shift turned the project from an experiment into a foundation.
Tools Used
Figma, Alexa Developer Console
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