U.S. patent application number 16/810990 was filed with the patent office on 2020-07-02 for context-based feedback system and method.
The applicant listed for this patent is Yorn LLC. Invention is credited to Richard A. Rasansky.
Application Number | 20200211067 16/810990 |
Document ID | / |
Family ID | 53543392 |
Filed Date | 2020-07-02 |
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United States Patent
Application |
20200211067 |
Kind Code |
A1 |
Rasansky; Richard A. |
July 2, 2020 |
Context-Based Feedback System and Method
Abstract
A computer-implemented interactive system, methods, and platform
are herein disclosed to allow for the aggregation of context based
feedback data according to a selected feedback context model. In an
illustrative implementation, the computer-implemented interactive
system/platform comprises an exemplary server computer environment,
an instruction set comprising one or more instructions to request
from the one or more other computing environments feedback data
(e.g., such requests being made on a temporal basis according to
one or more feedback context models), and a data store. The
platform may be used to aggregate feedback data for various
feedback sponsors/requestors, by way of example, as a user/customer
is experiencing a product/service, in real time. The frequency,
timing, and trigger for feedback data requests from users,
illustratively, can be tailored by the one or more instructions of
the one or more feedback context models that take into account a
baseline use/experience of given product/service.
Inventors: |
Rasansky; Richard A.;
(Narberth, PA) |
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Applicant: |
Name |
City |
State |
Country |
Type |
Yorn LLC |
Narberth |
PA |
US |
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|
Family ID: |
53543392 |
Appl. No.: |
16/810990 |
Filed: |
March 6, 2020 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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15111599 |
Jul 14, 2016 |
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PCT/US2015/011386 |
Jan 14, 2015 |
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16810990 |
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61927303 |
Jan 14, 2014 |
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Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06Q 30/0282 20130101;
G06Q 30/02 20130101; G06Q 50/10 20130101; G16H 10/60 20180101; G06Q
50/22 20130101 |
International
Class: |
G06Q 30/02 20060101
G06Q030/02; G06Q 50/10 20060101 G06Q050/10; G06Q 50/22 20060101
G06Q050/22 |
Claims
1. A context-based feedback system comprising: a computing
processor; and a computing memory communicatively coupled with the
computing processor, the computing memory having stored therein
instructions that, if executed by the computing processor, cause
the computing processor to perform steps of: retrieving data
representative of a context model based upon at least one criterion
that triggers at least one request for input of feedback data;
transmitting the at least one request to a client computer;
receiving feedback data from the client computer in response to the
at least one request; processing the feedback data, which comprises
to steps of: removing personal, customer identifying, information
from the feedback data to provide anonymous data; applying one or
more algorithms to the anonymous data to provide resulting data;
forwarding the resulting data to a strategic dashboard, wherein the
strategic dashboard allows an entity user other than the good or
service providing user to access the anonymous data, whereby the
entity user can perform research, industry surveys, or market
investigation using the anonymous data; and forwarding the
processed feedback data to a tactical dashboard, wherein the
tactical dashboard allows only the authorized representative of the
good or service providing user to access the processed feedback
data.
2. The system of claim 1, wherein the at least one criterion
includes one or more timelines or conditions, associated with a
good or service acquired by a customer of the good or service
providing user, that trigger the at least one request for input of
feedback data and that determines to which client computer the at
least one request is transmitted.
3. The system of claim 1, wherein the instructions, if executed by
the computing processor, cause the computing processor to perform a
further step of: prior to the operation of retrieving, transmitting
a link to the client computer, wherein the link is configured to
cause the client computer to send a request to the computing
processor to perform the operation of retrieving, wherein the link
is personalized for a customer associated with the client computer,
the link being associated with a preselected context model for the
customer, the preselection of the context model and the
personalization of the link being based upon one or more timelines
or conditions associated with a good or service acquired by the
customer from the good or service providing user.
4. The system of claim 3, wherein the step of transmitting the link
to the client computer is performed in response to a request by the
client computer.
5. The system of claim 1, wherein the one or more algorithms
comprise any one of pattern recognition, feature detection, subset
selection, or semantic analysis.
6. The system of claim 1, wherein the step of processing further
comprises the authorized representative implementing one or more
actions to correct issues of a feedback data providing customer,
included in, and in response to, the feedback data.
7. A context-based feedback method comprising steps of: retrieving,
from a data store, data representative of a context model based
upon at least one criterion that triggers at least one request for
input of feedback data; wherein the at least one criterion includes
one or more timelines or conditions, associated with a good or
service acquired by a customer of a good or service providing user,
that trigger the at least one request and that determine to which
client computer the at least one request is transmitted;
transmitting the at least one request to a client computer over a
computer network; receiving feedback data from the client computer
in response to the at least one request; receiving independent data
of the customer associated with the client computer, where the
independent data is independent of the feedback data received and
includes personal, customer identifying information; processing the
feedback data and the independent data, where the processing
comprises to steps of: removing personal, customer identifying,
information from the feedback data and the independent data to
provide anonymous data; applying one or more algorithms to the
anonymous data to provide resulting data; forwarding the resulting
data to a strategic dashboard, wherein the strategic dashboard
allows an entity user other than the good or service providing user
to access the anonymous data, whereby the entity user can perform
research, industry surveys, or market investigation using the
anonymous data; and forwarding the feedback data to a tactical
dashboard, wherein the tactical dashboard allows only the
authorized representative of the good or service providing user to
access the feedback data.
8. The system of claim 7, further comprising a step of: prior to
the operation of retrieving, transmitting a link to the client
computer, wherein the link is configured to cause the client
computer to send a request to the computing processor to perform
the operation of retrieving, wherein the link is personalized for a
customer associated with the client computer, the link being
associated with a preselected context model for the customer, the
preselection of the context model and the personalization of the
link being based upon one or more timelines or conditions
associated with a good or service acquired by the customer from the
good or service providing user.
9. The method of claim 7, wherein the one or more algorithms
comprise any one of pattern recognition, feature detection, subset
selection, or semantic analysis.
10. The system of claim 7, where the tactical dashboard is
configured to include views previously configured by authorized
representatives of the good or service providing user; wherein the
tactical dashboard includes personal, customer identifying
information of the customer, providing that the authorized
representatives can identify specific customer experiences; wherein
the authorized representatives have access only to their tactical
dashboard, including only their customers, and cannot access
personal, customer identifying information of customers associated
with other good or service providing users.
11. A context-based feedback system comprising: multiple computing
processors, including one or more feedback-as-a-service engines, a
data platform aggregation and analysis engine, and a dashboard
engine, wherein one feedback feedback-as-a-service engine is
associated with each product or service entity user of the system
requesting feedback from customers of the entity user; and a
computing memory communicatively coupled with each computing
processor, the computing memory having stored therein instructions
that, if executed by a respective computing processor, causes the
computing processor to perform steps of: retrieving data
representative of a context model comprising at least one criterion
that triggers at least one request for input of feedback data from
a customer, wherein the at least one criterion includes one or more
timelines or conditions that trigger the at least one request from
the customer, and that determine to which client computer the at
least one request is transmitted to reach the customer;
transmitting the at least one request to the client computer;
receiving feedback data from the client computer in response to the
at least one request, wherein feedback data from a certain customer
is received only by the feedback-as-a-service engine of the product
or service entity user of the system associated with the certain
customer; receiving independent data of the certain customer, where
the independent data is independent of the feedback data received
and includes personal, customer identifying information of the
certain customer, and where the independent data of the certain
customer is received only by the feedback-as-a-service engine of
the product or service entity user of the system associated with
the certain customer; processing the feedback data and the
independent data; and providing the processed feedback data and the
independent data of each feedback-as-a-service engine to a separate
dashboard accessed by the associated entity user.
12. The system of claim 11, where the separate dashboard accessed
by the associated entity user is a tactical dashboard, wherein the
dashboard engine configures the tactical dashboard to include views
previously configured by administrators of the entity user; wherein
the tactical dashboard includes personal, customer identifying
information of the customers, providing that the associated entity
user can identify specific customer experiences; wherein the entity
user has access only to their tactical dashboard, including only
their customers, and cannot access personal, customer identifying
information of customers associated with other entity users.
13. The system of claim 12, wherein the step of processing further
comprises the entity user implementing one or more actions to
correct issues, for a customer, included in the feedback data.
14. The system of claim 11, where the separate dashboard accessed
by the associated entity user is a strategic dashboard, wherein the
step of processing further comprises: stripping personal, customer
identifying information from the feedback data and the independent
data, to provide anonymous data; forwarding the anonymous data to
the data platform aggregation and analysis engine that
algorithmically processes the anonymous data to provide resulting
data; and forwarding the resulting data to the dashboard engine,
which provides the resulting data to the strategic dashboard;
wherein the strategic dashboard allows an entity user to access
anonymous data of customers providing feedback that are not
associated with the entity user, whereby the entity user can
perform research, industry surveys, or market investigation using
the anonymous data.
15. The system of claim 14, where the strategic dashboard allows an
administrator of the entity user to selectively view experiential
telemetry, industry trends, rankings, and comparisons, to set
benchmarks, and to identify best practices based on the anonymous
data.
16. The system of claim 11, wherein the independent data may be
sourced from one or more of Hospital Consumer Assessment of Health
Providers and System (HCAPHS) surveys, electronic medical records
(EMRs), electronic health records (EHRs), data from practice
management software (PMS), sensor data (from wearable or remote
sensors and embedded medical devices), and location and other meta
data, including social media feeds.
Description
CROSS REFERENCE TO RELATED APPLICATIONS
[0001] This application is a division application of U.S.
application Ser. No. 15/111,599, filed Jul. 14, 2016; which
application is a U.S. National Stage Application of International
Application Serial No. PCT/US2015/011386, filed Jan. 14, 2015;
which application claims benefit of priority of U.S. Provisional
Application No. 61/927,303, filed Jan. 14, 2014. All of the
above-identified related applications are incorporated herein by
reference.
FIELD OF THE INVENTION
[0002] The present invention relates to a context-based feedback
platform and, more specifically, to a system and method for
soliciting context-based feedback from a user of a product or
service.
BACKGROUND OF THE INVENTION
[0003] There exist various systems and platforms that allow users
to provide informed opinions regarding products and services. From
the simple, such as online surveys, to rating sections found on
popular e-commerce websites, such as Amazon.com and eBay, to social
networking opinion websites providing consumer experience journal
entries/ratings/opinions on a variety of topics including
restaurants, entertainment, product review, professional services,
etc., the ability to electronically aggregate, manage, and
communicate opinion data as well as the pervasive utility and
popularity of electronic opinion data channels has resulted in a
muddled, noisy, and often confusing opinion/feedback data sphere.
The volume of presently available opinion/feedback data in the data
sphere (e.g., websites and mobile apps) generally renders it less
meaningful to its reader and, more importantly, its
sponsor/requestor.
[0004] Typically, current feedback platforms (e.g., stand-alone
and/or integrated as part of a larger website/app) operate using
survey type questions, rating scales, and/or comment boxes which
are presented to and requested from a user generally within a
prolonged period of time (e.g., one to seven days) after the user
has purchased a product or service. Empirically, it has been shown
that the quality of the feedback data decays exponentially with
increasing time from the point of purchase/experience of a
product/service. As such, with current deployments of feedback
platforms, the quality of the data is compromised to the detriment
of the reader, and, again, more importantly, the feedback data
sponsor/requestor.
[0005] Another non-optimal and dilutive feature of current feedback
systems is the manner in which collected feedback data is
presented. In most instances, outside of a focused market research
type study/survey, current feedback platforms aggregate and present
feedback data as part of a community based data broadcast in which
a feedback data contributor seeks to present his/her feedback as
part of a community forum (e.g., Yelp.com), social network (e.g.,
Facebook.com), and/or open/closed broadcast service (e.g.,
Twitter). This broadcast context promotes feedback data that has
been shown to be of less quality (or genuine) given principles of
community dynamics (e.g., need to be considered important,
contrary, etc.). Furthermore, current platforms request users to
enter "reviews" of products and/or services which have been shown
to contain a higher level of false information and negative
feedback.
[0006] Additionally, current feedback platforms do not provide
effective presentation and navigation of aggregated feedback data
for the benefit of feedback data sponsors/requestors.
[0007] From the foregoing, it is appreciated that there exists a
need for systems and methods that are aimed to ameliorate the
shortcomings of existing feedback platforms.
SUMMARY OF THE INVENTION
[0008] A computer-implemented interactive system, method, and
platform are herein disclosed to allow for context-based
communication of feedback data by users to a feedback
sponsor/requestor according to a selected
temporal/location/demographic trigger based feedback data
collection/aggregation model (feedback context model). In an
illustrative implementation, the computer-implemented interactive
system/platform comprises an exemplary server computing environment
illustratively operable to receive and transmit data from one or
more other computer environments, an instruction set comprising one
or more instructions to request from the one or more other
computing environments feedback data (e.g., such requests being
made on a temporal basis according to one or more feedback context
models), and a data store operable to store, in real time,
aggregated feedback data, and/or one or more feedback data
reporting templates. In an example embodiment, the disclosed
system, methods, and platform may be used to aggregate feedback
data for various feedback sponsors/requestors, by way of example,
as a user/customer is experiencing a product/service, in real time.
The frequency, timing, and trigger for feedback data requests from
users, illustratively, can be tailored by the one or more
instructions of the one or more feedback context models that take
into account a baseline use/experience of given
product/service.
[0009] In an illustrative operation, the exemplary server computing
environment executes one or more instructions comprising one or
more requests from the one or more other computing environments
feedback data, such requests being made on a temporal basis
according to one or more feedback context models. In the
illustrative operation, feedback data is operably received by the
exemplary server computing environment and is processed according
to a selected feedback data reporting template. The processed data
may be made available to the feedback sponsor/requester in a
tactical dashboard, which comprises the feedback data and personal
information linking the feedback data to the user who provided the
feedback data, and also in a strategic dashboard, which comprises
aggregated, depersonalized feedback data from a plurality of
sponsors/requesters. The dashboards are available for subsequent
communication to and display on one or more computing environments
of the sponsor/requester.
[0010] This Summary of the Invention section is provided to
introduce a selection of concepts in a simplified form that are
further described below in the Detailed Description of the
Invention. This Summary of the Invention section is not intended to
identify key features or essential features of the claimed subject
matter, nor is it intended to be used to limit the scope of the
claimed subject matter. Other features of the herein described
systems and methods are further described below.
BRIEF DESCRIPTION OF THE DRAWINGS
[0011] For the purpose of illustration, there are shown in the
drawings certain embodiments of the present invention. In the
drawings, like numerals indicate like elements throughout. It
should be understood that the invention is not limited to the
precise arrangements, dimensions, and instruments shown. In the
drawings:
[0012] FIG. 1 illustrates a block diagram of an exemplary computing
system, in accordance with an exemplary embodiment of the present
invention;
[0013] FIG. 2 illustrates a system for providing a context-based
feedback platform, in accordance with an exemplary embodiment of
the present invention;
[0014] FIG. 3 illustrates a context-based feedback data environment
comprising a server computing environment and one or more client
computing environments, in accordance with an exemplary embodiment
of the present invention;
[0015] FIG. 4 illustrates a method of providing a context-based
feedback service, in accordance with an exemplary embodiment of the
present invention;
[0016] FIG. 5 illustrates a method of defining one or more
context-based feedback data models, in accordance with an exemplary
embodiment of the present invention;
[0017] FIGS. 6A-6G illustrate screenshots of an interface by which
a user provides feedback, in accordance with an exemplary
embodiment of the present invention;
[0018] FIGS. 7A-7C illustrate screenshots of a dashboard for
viewing feedback data provided by users, in accordance with an
exemplary embodiment of the present invention; and
[0019] FIG. 8 illustrates an exemplary alternative embodiment of
the context-based feedback data computing environment of FIG. 3, in
accordance with an exemplary embodiment of the present
invention.
DETAILED DESCRIPTION OF THE INVENTION
[0020] Reference to the drawings illustrating various views of
exemplary embodiments of the present invention is now made. In the
drawings and the description of the drawings herein, certain
terminology is used for convenience only and is not to be taken as
limiting the embodiments of the present invention. Furthermore, in
the drawings and the description below, like numerals indicate like
elements throughout.
[0021] FIG. 1 depicts an exemplary computing system, generally
designated as 100, in accordance with an exemplary embodiment of
the present invention. The computing system 100 is capable of
executing at least one computing application 180. The computing
application 180 can comprise a software application, an applet, a
virtual machine that interprets a software script, a browser that
renders web pages, or any other software instruction set that may
be executed or interpreted by the computing system 100 to perform
at least one function, operation, and/or procedure.
[0022] In an exemplary embodiment, the computing system 100 is
controlled primarily by computer-readable and computer-executable
software instructions. The computer-readable and
computer-executable software instructions may include instructions
for the computing system 100 to store and access the
computer-readable and computer-executable software instructions
themselves. Such software instructions may be executed within a
central processing unit (CPU) 110 of the computing system 100 to
cause the computing system 100 to perform the functions described
herein. In an exemplary embodiment, the CPU 110 is a
microprocessor.
[0023] In another exemplary embodiment, the computing system 100
further includes a coprocessor 115, which is an optional processor,
distinct from the main CPU 110. The coprocessor 115 performs
additional functions or assists the CPU 110. The CPU 110 may be
connected to co-processor 115 through an interconnect 112. The
coprocessor 115 may be a floating-point coprocessor, also called a
numeric or math coprocessor, which is designed to perform numeric
calculations faster and better than the general-purpose CPU
110.
[0024] In operation, the CPU 110 fetches, decodes, and executes
software instructions or, in relevant alternative embodiments,
fetches and interprets software scripts. The CPU 110 transfers
information to and from other resources via the computing system
110's main data-transfer path, a system bus 105. The system bus 105
connects the components in the computing system 100 and defines the
medium for data exchange.
[0025] The computing system 100 further includes one or more memory
devices, which are coupled to the system bus 105, and a memory
controller 120. The memory devices include random access memory
(RAM) 125 and read only memory (ROM) 130. Such memories 125, 130
include circuitry that allows information to be stored and
retrieved. The ROMs 130 generally contain stored data that cannot
be modified. Data stored in the RAM 125 can be read or changed by
the CPU 110 or other hardware devices. Access to the RAM 125 and/or
ROM 130 may be controlled by the memory controller 120. The memory
controller 120 may provide an address translation function that
translates virtual addresses into physical addresses as
instructions are executed. The computing system 100 further
includes a data store 122 for storing data persistently.
[0026] The computing system 100 may further include a peripherals
controller 135 responsible for communicating instructions from the
CPU 110 to peripherals, such as, a printer 140, a keyboard 145, a
mouse 150, and a data storage drive 155. The computing system
further includes a display 165, a display controller 163 for
controlling the display 165, and a network adaptor 170. The display
165 displays visual output generated by the computing system 100.
Such visual output may include text, audio, graphics, animated
graphics, and video. The display controller 163 includes electronic
components required to generate a video signal that is sent to the
display 165. The network adaptor 170 may be used to connect the
computing system 100 to an external communication network.
[0027] The computing system 100 can be deployed as part of a
networked computing system comprising a server computing system and
one or more client computing systems. In such a networked computing
system, the server computing system may be embodied as one or more
computing systems 100, and each of the one or more client computing
systems may each be embodied as one or more computing systems
100.
[0028] Referring now to FIG. 2, there is illustrated an exemplary
networked computing system 200, comprising one or more server
computing systems 220 in communication with a plurality of client
computing systems (referred to hereinafter also as "client
computers") 210A through 210G, in accordance with an exemplary
embodiment of the present invention. Each of the one or more server
computing systems 220 may be embodied as a separate computing
system 100. Each of the client computing systems 210A through 210G
may be embodied as one or more computing systems 100.
[0029] When comprising more than one server computing system 220,
the server computing systems 220 form a server cloud for providing
services to the one or more client computing systems 210A through
210G. When any of the client computing systems 210A through 210G is
embodied as one or more computing systems 100, it forms a cloud for
receiving services from the server computing system(s) 220 and
providing services to its user. The server computing system(s) 220
may be interconnected via a communications network 230 (which may
comprise a combination of a fixed-wire or wireless LAN, WAN,
intranet, extranet, peer-to-peer network, virtual private network,
the Internet, or other communications networks) with the plurality
of client computing systems 210A through 210G.
[0030] In a network environment in which the communications network
230 is the Internet, for example, the server computing system(s)
220 may be operable to communicate data to and from the client
computing systems 210A through 210G via any of a number of known
protocols, such as, hypertext transfer protocol (HTTP), file
transfer protocol (FTP), simple object access protocol (SOAP), or
wireless application protocol (W AP). Additionally, the networked
computing system 200 can utilize various data security protocols
such as secured socket layer (SSL), pretty good privacy (PGP), TSL,
IPSec to accommodate data security and privacy standards such as
HIPAA and/or PCI. Each client computing system 210A through 210G
may be equipped with an operating system or other machine
instructions operable to support one or more computing applications
or communication modalities (e.g., voice, text, e-mail, etc.), such
as a web browser, or other graphical user interface, or a mobile
desktop environment to gain access to services provided by the
server computing system(s) 220.
[0031] FIG. 2 illustrates various exemplary embodiments of the
client computing systems 210A through 210G. In FIG. 2, the client
computing system 210A is tablet personal computer; the client
computing system 210B is a mobile telephone; the client computing
system 210C is a smartphone watch (and/or personal data tracking
device--e.g., FitBit); the client computing system 210D is a
telephone; the client computing system 210E is a smart mobile phone
(also referred to herein as a "smart phone"); the client computing
system 210F is a personal computer; and the client computing system
210G is a cloud computer system comprising any of the foregoing
devices. It is to be understood that the client computer systems
210A through 210G are not limited to the embodiments illustrated in
FIG. 2 and described herein. Rather, they may comprise any
combination of a tablet personal computer, a mobile telephone, a
smart phone, a telephone, a personal computer, a smart phone watch,
a cloud computer system, or any other computing/data communication
device capable of connecting to the Internet either directly or
indirectly in combination with another device (e.g., Bluetooth,
RFID, NFC). Furthermore it is to be understood that the networked
computing system 200 is not limited to the number of client
computing system 210A through 210G illustrated in FIG. 2. Rather,
any number of client computing systems 210A through 210G is
contemplated for use in the system 200.
[0032] In operation of the system 200, a user may interact with a
computing application 180 running on a computing environment of any
of the client computer systems 210A through 210G to input or obtain
desired data. The computing application 180 may be stored on a
computing environment of the server computer system 220 and made
available by the server computer system 220 through the client
computer systems 210A through 210G over the communications network
230, e.g., the computing application 180 may be a web application
accessed in a web browser, or it may be software downloadable to
the client computer systems 210A through 210G and executed
independently from a web browser, e.g., the computing application
180 may be an app. In the exemplary embodiment of the client
computer system 210D illustrated in FIG. 2, the client computer
system 210D is a telephone which is incapable of running a software
application 180. Such device provides a user access to voice
recognition software running on the server computing system(s) 220
to input or obtain desired data.
[0033] A user may request access to specific data and applications
housed in whole or in part in a server computing environment
provided by the server computing system(s) (server cloud) 220.
These data may be communicated between client computing
environments running on the client computing systems 210A through
210G and the server computing environment for processing and
storage. The server computing environment may host computing
applications, processes, scripts, and applets for the generation,
authentication, encryption, and communication of data and
applications and may cooperate with other server computing
environments (not shown), third party service providers (not
shown), network attached storage (NAS) and storage area networks
(SAN) to realize application/data transactions.
[0034] In an exemplary embodiment, the client computing
environments access the data and user interface through web
browsers running on the client computing systems 210A through 210G.
In another exemplary embodiment, the client computing environments
access the data and user interface through apps running on the
client computing systems 210A through 210G independently of web
browsers.
[0035] Referring now to FIG. 3, there is illustrated a feedback
data environment, generally designated as 300, in accordance with
an exemplary embodiment of the present invention. The feedback data
environment 300 comprises a server computing environment 320, the
communications network(s) 230, and client computing environments
310A through 310G. The server computing environment 320 is a
software environment that is executed on the server computing
system(s) 220, and the client computing environments 310A through
310G are software environments that are executed, respectively, on
the client computing systems 210A through 210G.
[0036] The client computing environments 310A through 310G are
operable to receive input from respective users or operators of the
client computing systems 210A through 210G and to transmit a
portion or all of the input to the server computing environment
320. The client computing environments 310A through 310G are also
operable to display information, such as information provided by
the server environment 320 in response to the input transmitted to
it. The input comprises real time feedback requests and/or feedback
data 315A through 315G, received respectively by the client
computing environments 310A through 310G from respective users or
operators. The information displayed by the client computing
environments 310A through 310G may comprise the feedback data 315A
through 315G previously inputted.
[0037] For discussion purposes below, the client computing
environments 310A through 310G are generally referred to as the
"client computing environment 310"; the real time feedback requests
and/or feedback data 315A through 315G are generally referred to as
the "real time feedback requests and/or feedback data 315"; and the
client computer systems 210A through 210G are generally referred to
as the "client computer system 210" or "client computer 210." It is
to be understood that all references to the client computing
environment 310 below apply to any of the client computing
environments 310A through 310G; that all references to the real
time feedback requests and/or feedback data 315 apply to any of the
real time feedback requests and/or feedback data 315A through 315G;
and that all references to the client computer system 210 apply to
any of the client computer systems 210A through 210G.
[0038] During operation of the feedback data environment 300, the
client computing environment 310 transmits a request 315 to the
server computing environment 320 via the communications network(s)
230 to begin a context-based feedback process, in accordance with
an exemplary embodiment of the present invention. The server
computing environment 320 receives the request 315 and begins
executing a context-based feedback data management engine 340 to
begin the context-based feedback process.
[0039] During execution of the context-based feedback data
management engine 340, the server computing environment 320 loads
data representative of a feedback data context model selected from
one or more feedback data context models 330 stored in the data
store 122 based on the request 315. Each feedback data context
model 330 specifies an interface comprising one or more requests
332 soliciting feedback from the user or operator of the client
computing environment 310. The server computing environment 320
provides access to the interface of the selected context model 330
via the application 180 and transmits the request(s) 332 of the
loaded feedback data context model 330 to the client computing
environment 310 thereby.
[0040] In response to the request(s) 332 in the interface, the user
or operator of the computing environment 310 inputs the feedback
data 315 using via the client computing environment 310. The client
computing environment 310 transmits such data 315 over the
communications network(s) 230 to the server computing environment
320, which stores it in the data store 122.
[0041] The loaded feedback data context model 330 comprises an
exemplary timeline and/or one or more conditions, e.g., receipt of
responsive feedback data 315 to a feedback data request 332 or
metadata associated with the user or operator, e.g., the user's or
operator's current location, the stage of a service currently being
rendered to the user or operator, etc. Based on such feedback data
315 responsive to a first feedback data request 332, the timeline
and/or one or more conditions of the loaded feedback data context
model 330 specifies a further request 332 to be transmitted by the
server computing environment 320 to the computing environment 310
to solicit further feedback data 315. In this way, the feedback
requests 332 may be transmitted one-by-one to the client computing
environment 310 to the client computing environment 310.
[0042] The server computing environment 320 receives the feedback
data 315 and stores it in the data store 122 as aggregated inputted
feedback data 360. The contextualized provision of further requests
332 by the server computing environment 320 and the receipt of
feedback data 315 from the client computing environment 310
continues until no further unanswered requests 332 remain in the
template of the loaded model 330.
[0043] Each exemplary feedback data context model 330 comprises one
or more conditions and/or timelines regarding the collection of
feedback data 315A through 315G regarding a user's use of a product
and/or a user's experience with a provided service. In an
illustrative implementation, exemplary services covered by the
feedback data context models 330 can include: a user's experience
throughout the various steps of a given healthcare service (e.g.,
admission, consultation, in-office pre-procedure, in-office
post-procedure, nursing, recovery, out-of-office post procedure,
etc.), restaurant service (e.g., check in, waiting for the table,
in-meal service, entertainment portion, etc.), travel service
(e.g., luggage handling, check in, in travel service,
transportation, etc.), hotel service (e.g., check in, cleanliness
of the room, responsiveness of the hotel staff to service requests,
etc.), and so on. The conditions and/or timelines in each exemplary
feedback data context model 330 provide that they are context based
one feedback request 332 provided by the server computing
environment 320 may depend on the data 315 received in response to
another feedback request 332 or one feedback request 332 may depend
on metadata concerning the user, e.g., the user's location with a
facility, stage of receiving a service, etc.
[0044] In the illustrative implementation, the context based
feedback management engine 340 executing on the server computing
environment 320 is operative to process the received inputted
feedback data 315 according to the one or more platform aggregation
and analysis engines to populate or update a dashboard 350. The
server computing environment 320 communicates the populated
dashboard 350 or the updates to the dashboard 350 over the
communications network(s) 230 to an authorized, requesting client
computing environment 310. In an exemplary embodiment, the server
computing environment 320 stores the configurations, e.g., views,
of the dashboard 350 in the data store 122.
[0045] It is to be understood that the client computing environment
310 used by the user providing the feedback data 315 is not be the
same as the client computing environment 310 requesting to view the
dashboard 350 provided or updated by the server computing
environment 320. In fact, it is expected that such users are not
the same. The user requesting access to the dashboard 350 in most
cases will be associated with the entity that provided the good or
service for which the other user, e.g., a customer of the entity,
provided the feedback data input 315.
[0046] Referring now to FIG. 4, there is illustrated a method,
generally designated as 400, of providing a context-base feedback
service, in accordance with an exemplary embodiment of the present
invention. FIG. 4 is described with reference to FIG. 3.
[0047] The method 400 begins at a Step 405 and proceeds to a Step
410 in which the context based feedback data management engine 340
selects a feedback data context model from the one or more feedback
data context models 330 and provides the interface (application
180) of the selected feedback data context model 330 to a client
computing environment 310. From there, the method 400 proceeds to a
Step 415 in which feedback data 315 is requested from a
participating user operating a client computing environment 310
according to the selected one or more feedback data context models
330. Consistent with the description above, the selected feedback
data context models 330 may comprise one or more
timelines/conditions that trigger the communication of the one or
more feedback data requests 332. By way of example, the selected
feedback data context model 330 may comprise when data is requested
from a participating user as a user uses a given product and/or
experiences a particular service.
[0048] After the Step 415, the method 400 proceeds to a Step 420 in
which a check is performed to determine whether the server
computing environment 320 has received feedback data 315 in
response to the request 332. If the server computing environment
320 determines that data has not been received, the method 400
reverts to the Step 415 and continues from there. However, if the
server computing environment 320 determines in the Step 420 that
feedback data has been received responsive to a particular feedback
data request 332, the method 400 proceeds to a Step 430.
[0049] In the Step 430, the received feedback data 315 is processed
according to one or more data analytic methodologies and/or other
business logic. From the Step 430, the method 400 proceeds to a
Step 435 in which the dashboard 350 is populated (in the instance
in which this is the first time that the Step 435 is performed) or
updated (in the instance in which this is not the first time that
the Step 435 has been performed), and then to a Step 440 in which
the dashboard 350 is communicated to the client computing
environment 315.
[0050] The method 400 proceeds to a Step 440, in which the server
computing environment 320 determines whether the method 400 has
finished. If it has not, the method 400 reverts to the Step 415.
Otherwise, it terminates at a Step 445. Criteria that the server
computing environment 320 may use to determine whether the method
400 has finished include whether the user's experience with the
product or service has concluded, whether a predetermined amount of
time has elapsed, etc.
[0051] The steps of the method 400 are performed by the server
computing environment 320 operating on the server computing
system(s) 220. The steps of the method 400 are embodied in software
instructions that are stored in a storage unit, such as the data
store 122, of the server computing system(s) 220. The server
computing system(s) 220 is configured to access such storage unit
to load and execute the software instructions to provide the server
computing environment 320 and to perform the steps of the method
400.
[0052] Referring now to FIG. 5, there is illustrated a method,
generally designated as 500, of defining the one or more feedback
data context models 330 as part of the operation of the exemplary
context feedback data platform 300, in accordance with an exemplary
embodiment of the present invention. As is shown, processing begins
at a Step 505 and proceeds to a Step 510 in which a check is
performed to determine if data representative of a context has been
received by the server computing environment 320 from an authorized
client computer 310. In an illustrative implementation, a context
can comprise the completion of a step in a service offering (e.g.,
checking in at a hotel) and/or the specific use of a product (e.g.,
sitting in an automobile). If the check at Step 510 indicates that
a context has not been received, processing reverts to the Step 505
and waits for the context input.
[0053] However, if the check at the Step 510 indicates that a
context has been inputted, processing proceeds to a Step 515 where
a feedback data model 330 is created (and/or retrieved from the
data store 122 for modification if already created). Processing
then proceeds to a Step 520 where the received context is processed
to generate one or more feedback data requests 332 based on the
inputted context. Processing then proceeds to a Step 525 where the
generated feedback data request 332 is associated with the inputted
context for subsequent use (e.g., processing of the Step 415 of the
method 400). The context model is then stored in a Step 530 in the
data store 122 of the server computing system(s) 220. The method
500 then reverts to the Step 510 and continues from there or
terminates at a step 535 if the user indicates that there are no
further contexts to be inputted.
[0054] The steps of the method 500 are performed by the server
computing environment 320 operating on the server computing
system(s) 220. The steps of the method 500 are embodied in software
instructions that are stored in a storage unit, such as the data
store 220, of the server 220. The server computing system(s) 220 is
configured to access such storage unit to load and execute the
software instructions to provide the server computing environment
320 and to perform the steps of the method 500. It is contemplated
that the context received by the server computing environment 320
is inputted by a client computing environment 315 that is
authorized to request that the server computing environment 320
create a feedback data model 330.
[0055] Referring now to FIGS. 6A through 6G, there are illustrated
exemplary screen shots of various screens of a smart phone 600, in
accordance with an exemplary embodiment of the present invention.
FIG. 6A illustrates a first embodiment of an access screen 610A
which comprises a link 620A for accessing an interface of a
feedback data context model 330. The link 620A is personalized for
the user of the smart phone 600. When the user selects the link
620A, the smart phone 600 sends a request 315 to the server
computing environment 320 to gain access to the interface of the
linked-to feedback data context model 330. In this embodiment, the
server computing environment 320 has preselected the feedback data
context model 330 accessed via the link 620A. After the server
computing environment 320 receives the request 315, the server
computing environment 320 transmits the interface for the feedback
data context model 330 to the client computing environment 315. In
the exemplary embodiment of the access screen 610A illustrated in
FIG. 6A, the access screen 610A is provided within an email
message.
[0056] FIG. 6B illustrates a second embodiment of an access screen
610B which comprises a link 620B for accessing an interface of a
feedback data context model 330. The link 620B is personalized for
the user of the smart phone 600. When the user selects the link
620B, the smart phone 600 sends a request 315 to the server
computing environment 320 to gain access to the interface of the
linked-to feedback data context model 330. In this embodiment, the
server computing environment 320 has preselected the feedback data
context model 330 accessed via the link 620B. After the server
computing environment 320 receives the request 315, the server
computing environment 320 transmits the interface for the feedback
data context model 330 to the client computing environment 315. In
the exemplary embodiment of the access screen 610B illustrated in
FIG. 6B, the access screen 610B is provided within a Short Message
Service (SMS) message, i.e., a text message.
[0057] In the exemplary embodiment illustrated in FIG. 6A noted
above, the access screen 610 is an email message which has been
delivered to the smart phone 600, i.e., the access screen 610A has
been "pushed" to the smart phone 600. In the exemplary embodiment
illustrated in FIG. 6B noted above, the access screen 610B is an
SMS message which has also been pushed to the smart phone 600.
Other ways of pushing the access screen 610A, 610B to the user are
contemplated, and it is to be understood that the examples given
herein are not limiting. For example, other means for pushing the
access screen 610A, 610B include a Facebook message, a web chat
session, etc.
[0058] Other exemplary embodiments in which an access screen is
"pulled" are contemplated. For example, in another exemplary
embodiment, using a web browser of the smart phone 600, the user
may navigate the browser to a web page to an access screen, from
which the interface of the feedback data context model 330 is
accessed. For example, the user may type a URL address into the
browser of the smart phone to navigate to the access screen.
Alternatively, the user may capture a QR code that is encoded with
an URL to navigate to the access screen.
[0059] FIGS. 6C through 6G illustrate exemplary screenshots of the
interface for the feedback data context model 330, which interface
is provided to the smart phone 600, which is a client computing
environment, by the server computing environment 320 via the
application 180, in accordance with an exemplary embodiment of the
present invention. In the exemplary embodiment illustrated in FIGS.
6C through 6G, the interface is provided in a web application that
is accessed via a webpage that runs on the smart phone 600. The
webpage is communicated by the server computer environment 320 to
the smart phone 600 and rendered in a web browser running on the
smart phone 600. It is to be understood that the interface is not
so limited. Other exemplary embodiments in which the interface is
provided in an app 180 which the smart phone 600A downloads from
the server computing system(s) 220 and which does not require a
browser to run are contemplated.
[0060] FIG. 6C illustrates a screenshot of a main screen 610C of
the interface provided to the client computing environment 315 as a
result of the user selecting the link 620A, 620B. The main screen
610C provides a portal 620C to various portions of the interface,
namely a "Comment" section 630C, a "Score" section 640C, and a
"Poll" section 650C.
[0061] FIG. 6D illustrates a screen 610D in the Comment section
630D, which comprises a text field 635D for inputting comments, a
button 640D which the user may select to request that the entity
for which feedback is being left provide a reply, and a button 645D
to submit the comments inputted into the text field 635D to the
server computing environment 320 as the data 315.
[0062] FIG. 6E illustrates a first screen 610E in the Score section
640C, the first screen 610E comprising a plurality of ratings 635E,
from which the user may select one as feedback for a product or
service received. After selecting one of the ratings 635E, the user
commands the smart phone to transmit the polling response to the
server computing environment 320 as the data 315 by selecting a
submit button 645E.
[0063] FIG. 6F illustrates a second screen 610F in the Score
section 640C, the second screen 610F comprising a text field 635F
for inputting comments regarding the answered Score, a button 640F
which the user may select to make the text field 635F editable, and
a button 645F to submit the comments inputted into the text field
635F to the server computing environment 320 as the data 315.
[0064] FIG. 6G illustrates a screen 610G in the Poll section 650C,
which comprises an input field 635G for inputting a response to a
poll question and a button 645G to submit the inputted response to
the server computing environment 320 as the data 315. The poll
questions are specified by the context model established in the
method 500.
[0065] Referring now to FIGS. 7A through 7C, there are illustrated
exemplary screenshots of a dashboard 700, in accordance with an
exemplary embodiment of the present invention. As described below,
the dashboard 700 is provided with data or updated with data, as
specified by the Step 435. FIG. 7A illustrates a main screen 710A,
which provides a link 715A to feedback left for service or
products.
[0066] FIG. 7B illustrates a screen 710B that collects all Comment
and Scoring feedback regarding a specific service or product
selected via a link 715A in the main screen 710A. The screen 710B
comprises a plurality of entries 720B, each of which includes a
comment 725B and associated metadata, e.g., the location from which
the comment 725B was made, the stage of service being received by
the user, information relating to the user derived from another
source (as discussed below with regard to FIG. 8), e.g., from an
electronic medical record (e.g., drug therapies, clinical data,
physician data), weather data, or any electronic record/data
associated with the customer, etc., a customer ID 730B, a link 735B
by which the user accessing the dashboard 700 may comment on a
comment 720B, and a link 740B to respond to the comment, if the
commenter requested a reply by clicking the button 640D. The server
computing environment 320 tallies the ratings received for the
service or product, averages them, and reports them in a panel
745B.
[0067] FIG. 7C illustrates a screen 710C summarizing the results of
Polling feedback for a service or product, in accordance with an
exemplary embodiment of the present invention.
[0068] It is to be understood that the dashboard 700 can comprise
data representative of processed real time aggregated feedback data
(e.g., a combination of feedback data from any number, n, of
feedback data context models 330) received from a number of
participating users (not shown) according a selected feedback data
context model 330 (e.g., healthcare services) according to a
selected feedback data analytic methodology (e.g., net promoter
scoring methodology). The exemplary dashboard 700, as shown, can
comprise data representative of alternate feedback data that can be
operably received by exemplary context based feedback environment
300. In the illustrative implementation, the dashboard can comprise
character limited text feedback data illustrative of descriptive
comments from various participating users that are elicited
according a selected feedback data context model (e.g., users
providing a text description of being checked in for an in-patient
procedure at a hospital, the user being prompted in real-time
during or within a selected short period of time after check-in).
Feedback may further comprise audio-visual data, such as images,
video, audio clips, etc.
[0069] Referring now to FIG. 8, there is illustrated an exemplary
alternative embodiment of the feedback data environment 300, which
exemplary alternative embodiment is generally designated as 800, in
accordance with an exemplary embodiment of the present invention.
FIG. 8 illustrates select portions of the feedback data environment
800, specifically those portions of the feedback data environment
800 which differ from the feedback data environment 300. The
differences are discussed below.
[0070] The feedback data environment 800 comprises an exemplary
alternative embodiment of the server computing environment 320,
generally designated in FIG. 8 as server computing environment
320'. The server computing environment 320' comprises a plurality
of Feedback-as-a-Service (Faas.RTM.) engines 822A through 822N, one
for each entity that has engaged the provider of the server
computing environment 320 to track feedback from customers of the
entity. The server computing environment 320' further comprises a
data platform aggregation and analysis engine 824, and a dashboard
engine 826. FIG. 8 illustrates that N entities (810A through 810N)
have engaged the provider of the server computing environment 320
to track feedback from customers of each entity 810A through
810N.
[0071] The server computing environment 320', or more specifically
each FaaS engine 822A through 822N, receives the data from the
customers of its respective entity 810A through 810N in the Step
420. For each entity 810A through 810N, such data comprises
respective data from client computing environments 812A through
812N and respective data from other environments 815A through 815N.
Such other environments are contemplated as being independently
existing data sources, i.e., data sources that exist independently
from the feedback data environment 800. As such, the data 815A
through 815N may be sourced from Hospital Consumer Assessment of
Health Providers and System (HCAPHS) surveys, and other existing
quality metrics data, electronic medical records (EMRs), electronic
health records (EHRs), data from practice management software
(PMS), sensor data (from wearable or remote sensors and embedded
medical devices), and location and other meta data, including
social media feeds.
[0072] The FaaS engines 822A through 822N provide the portion of
the data 812A through 812N and 815A through 815N that is tied to a
user, e.g., a patient, to the dashboard engine 826 as data 835A
through 835N, respectively, in the Step 430. The dashboard engine
426 provides the data 835A through 835N to tactical dashboards 850A
through 850N, respectively, in the Step 435. The tactical
dashboards 850A through 850N are respectively accessible by the
entities 810A through 810N. The dashboard engine 826 configures the
tactical dashboards 850A through 850N to include views previously
configured by administrators of the tactical dashboards 850A
through 850N. Any of the entities 810A through 810N may implement
one or more workflows, e.g., corrective actions, based on the data
835A through 835N in response to the feedback provided in the
respective data 812A through 812N. For example, if the entity 810A
is a hospital and the data 812A, 835A indicates that a patient is
unhappy with the level of noise, the entity 810A may take
corrective action to reduce the noise level in the hospital.
[0073] In the exemplary embodiment described above, the tactical
dashboards 850A through 850N comprise personal data of the users
that provided the feedback so that their respective entities 810A
through 810N that provided products or services consumed by the
users are able to specifically identify such user's experiences.
For clarity, the entities 810A through 810N have access only to
their respective tactical dashboards 850A through 850N, and the
dashboard 850A through 850N contain the personal information of
only the respective data 812A through 812N and the respective data
815A through 815N. One entity cannot gain access to personal
information of users associated with another entity.
[0074] The FaaS engines 822A through 822B provide the data 812A
through 812N and 815A through 815N to a service that strips out
personal information from the data, i.e., information that
identifies users, e.g., patients, to provide anonymous data and
forwards such data as data 845A through 845N to the data platform
aggregation and analysis engine 824 in the Step 430. The data
platform aggregation and analysis engine 824 performs one or more
algorithms to process the data 845 through 845N. Such algorithms
include pattern recognition, feature detection, clustering, subset
selection, and semantic analysis. The data platform aggregation and
analysis engine 824 provides resulting data 855 to the dashboard
engine 826 in the Step 430, and the dashboard engine 826 provides
the data 855 to strategic dashboards 860A through 860N in the Step
435. The strategic dashboards 860A through 860N are respectively
associated with the entities 810A through 810N. The strategic
dashboards 860A through 860N allow the administrator of their
respective entities 810A through 810N to view experiential
telemetry, industry trends, rankings, and comparisons, set
benchmarks, and identify best practices based on the aggregated,
de-personalized data 855.
[0075] In an exemplary embodiment, the dashboard engine 826 also
provides the data 855 to a further strategic dashboard 870. The
strategic dashboard 870 is accessible by an entity that is not
associated with customers providing feedback. Such entity may still
arrange to have access to the strategic dashboard 870 for research
purposes, industry surveys, market research, etc.
[0076] In an exemplary embodiment, the server computing environment
320, 320' allows a feedback administrator to track a user as he or
she consumes a good or service at various stages. Because the
access screen 610A, 610B may be pushed to a user's smart phone 600,
the user's identity may be reasonably inferred and linked to his or
her phone number. The user may also be associated with a global
unique identifier (GUID). Thus, all feedback that a user may
provide may be linked in the server computing environment 320, 320'
by the GUID of the user so that the user's experience may be
tracked over time. Such feedback and the GUID of the user may be
stored by the server computing environment 320, 320' in the data
store 122.
[0077] It is understood that the herein described systems and
methods are susceptible to various modifications and alternative
constructions. There is no intention to limit the herein described
systems and methods to the specific constructions described herein.
On the contrary, the herein described systems and methods are
intended to cover all modifications, alternative constructions, and
equivalents falling within the scope and spirit of the herein
described systems and methods.
[0078] It should also be noted that the herein described systems
and methods can be implemented in a variety of electronic
environments (including both non-wireless and wireless computer
environments, including cell phones and video phones), partial
computing environments, and real world environments. The various
techniques described herein may be implemented in hardware or
software, or a combination of both. Preferably, the techniques are
implemented in computing environments maintaining programmable
computers that include a computer network, processor, servers, a
storage medium readable by the processor (including volatile and
non-volatile memory and/or storage elements), at least one input
device, and at least one output device. Computing hardware logic
cooperating with various instructions sets are applied to data to
perform the functions described above and to generate output
information. The output information is applied to one or more
output devices. Programs used by the exemplary computing hardware
may be preferably implemented in various programming languages,
including high level procedural or object oriented programming
language to communicate with a computer system. Illustratively the
herein described apparatus and methods may be implemented in
assembly or machine language, if desired. In any case, the language
may be a compiled or interpreted language. Each such computer
program, application, Java Script, applet, or other executable code
is preferably stored on a storage medium or device (e.g., ROM or
magnetic disk) that is readable by a general or special purpose
programmable computer for configuring and operating the computer
when the storage medium or device is read by the computer to
perform the procedures described above. The apparatus may also be
considered to be implemented as a computer-readable storage medium,
configured with a computer program, where the storage medium so
configured causes a computer to operate in a specific and
predefined manner.
[0079] Although exemplary implementations of the herein described
systems and methods have been described in detail above, those
skilled in the art will readily appreciate that many additional
modifications are possible in the exemplary embodiments without
materially departing from the novel teachings and advantages of the
herein described systems and methods. Accordingly, these and all
such modifications are intended to be included within the scope of
the herein described systems and methods. The herein described
systems and methods may be better defined by the following
exemplary claims.
* * * * *