JP5966942B2 - Operation support system and operation support method - Google Patents

Description

  The present invention relates to an operation support system and an operation support method for supporting operations necessary for using various functions of an information terminal or the like.

  In recent vehicles, various information terminals such as a navigation system are used, and various functions such as route guidance can be used. Further, in order to use such functions of the information terminal, one or more specified operations are often required.

  On the other hand, with the improvement in performance of information terminals, available functions tend to be diversified and sophisticated, and accordingly, operations required for using various functions tend to be diversified and complicated. Therefore, as an apparatus that supports operations of various functions thus diversified and complicated, for example, an operation menu switching apparatus described in Patent Document 1 has been proposed. The operation menu switching device calculates a user's judgment time required for transition from the hierarchical operation menu to the next hierarchical menu, and determines the user's skill level based on the calculated judgment time. Then, an operation menu corresponding to the determined proficiency level is selected, and the selected operation menu is output to the display device. That is, an operation menu corresponding to the user's proficiency level is displayed.

JP 2002-229700 A

  By the way, even if the proficiency level is determined based on the determination time required from one operation to the next operation, it is difficult to grasp the user's proficiency level based only on the determination result. That is, the user's proficiency level and the above-described determination time do not necessarily match, and even if the operation menu is changed according to the proficiency level determined based on the determination time, the display of the operation menu is It is not necessarily the operation support according to.

  The present invention has been made in view of such problems, and an object of the present invention is to provide an operation support system and operation capable of performing more effective operation support according to the user when using the functions prepared in the information terminal. It is to provide a support method.

Hereinafter, means for solving the above-described problems and the effects thereof will be described.
According to one aspect of the present invention, a operation support system for supporting the operation of the information terminal, the information against a plurality of functions prepared in the terminal, which operation the rate of operation completion of each function and achievement rate calculation unit that calculates the achievement rate respectively, comprehension determines operation comprehension is understanding of the operation based on the achievement ratio of each of the plurality of functions by a plurality of users calculated by the achievement rate calculator A determination mode and a support mode defined in accordance with the achievement rate calculated by the achievement rate calculation unit with respect to the operation of the information terminal are selected, and the operation of the information terminal is supported in the selected support mode The achievement rate calculating unit calculates an average value of the achievement rate for each function for each operation understanding level determined by the understanding level determining unit, and the operation support unit is a target of support The operation of the function is Among the average values of the achievement rates for each operation comprehension calculated for the function that is the same as or similar to the function to be started, the achievement rate corresponding to the operation comprehension level of the user to be supported The support mode is selected based on the average value .

Invention of Claim 6 is the operation assistance method used for the operation assistance system which assists operation of an information terminal, Comprising: An achievement rate calculation part WHEREIN: With respect to the several function prepared in the said information terminal, each and achievement ratio calculating step of calculating respectively the achievement ratio is a ratio for the operations to complete with the understanding degree determining section, of the operation based on the achievement ratio of each of the plurality of functions by a plurality of users calculated by the achievement ratio calculating step In the operation understanding level determination step for determining the understanding level, and the operation support unit, a support mode defined corresponding to the achievement rate calculated by the achievement rate calculation step for the operation of the information terminal is selected, and this It is seen including a operation support step of supporting the operation of the information terminal in the selected assist mode, the said achievement rate calculating step, the degree of understanding determination unit for each function in each operation comprehension it is determined An average value of the success rate is calculated, and when the operation of the function is started by the user to be supported, the operation support step is performed for each operation comprehension calculated for the function that is the same as or similar to the started function. The support mode is selected based on the average value of the achievement rates corresponding to the operation understanding level of the user who is the support target .

  In order to use the functions provided in the information terminal, one or more operations are often required. And, as the user understands the operation of the function, all operations necessary for using the function are smoothly performed. At this time, the achievement rate of the operation, which is the ratio of the operation completion to the function prepared in the information terminal, is close to 100%.

  On the other hand, as the user does not understand the operation of the function, it is difficult to perform an operation necessary for using the function. For this reason, when the user does not understand the operation of the function, the operation necessary for using the function is often interrupted. At this time, the achievement rate of the operation, which is a ratio of the operation completion with respect to the function prepared in the information terminal, is close to 0%.

Therefore, in the above configuration or method, in pairs in a plurality of functions prepared in the information terminal, the achievement rate of the operation is the ratio of the operation completion of each feature are calculated. Then, the operation of the information terminal is supported in a support mode corresponding to the achievement rate. For this reason, effective operation support corresponding to the achievement rate of the function is performed. Thereby, effective support according to a user's level is performed.

In addition, information terminals are often provided with a plurality of functions, and most of the functions are not used particularly when the information terminal is purchased. Furthermore , even when a certain period of time has passed since the information terminal was purchased, functions that are normally used tend to be limited for each user, and there are many functions that are not used. On the other hand, when there is a function that is not used in this way in a certain information terminal, the achievement rate of the function for this user cannot be grasped.

  On the other hand, users who share a common understanding of operation tend to have similar achievement rates for each function. For this reason, it is possible to estimate the tendency of the achievement rate for a function that a certain user has not yet used based on the operation comprehension degree of a plurality of users and the average value of the achievement rate for each function for each operation comprehension degree It becomes.

Therefore, in the above-described configuration or method , the operation understanding level of each operation history is determined based on a plurality of operation histories collected from a plurality of information terminals. And the average value of the achievement rate in each operation comprehension degree is calculated for every function. Thereby, the tendency of the achievement rate for each of a plurality of functions prepared in the information terminal is calculated for each operation understanding level. When an operation of a certain function is started on the information terminal, the degree of understanding of the operation of the user of the information terminal is specified. Next, the average value of the achievement rate of the function for which the operation is started is specified at the specified operation comprehension level. Then, operation support corresponding to the average value of the specified achievement rates is performed. For this reason, since the function is used for the first time in a certain information terminal, even if the achievement rate of the function in the information terminal is unknown, the operation understanding degree is calculated based on the user operation history that is common. An effective operation support mode is selected using the tendency of the achievement rate. As a result, operation histories collected by a plurality of information terminals are used as so-called learning knowledge, and operation support according to the degree of understanding of the operation of the user is performed for functions that are used for the first time.

The invention according to claim 2, in the operation support system according to claim 1, wherein the comprehension determination unit, a difference between the average value and the plurality of functions each of achievement ratio of achievement ratio of each of the plurality of functions Alternatively, the degree of understanding of operation at a plurality of levels is defined based on the ratio, and depending on the difference or ratio between the achievement rate for each of the plurality of functions and the average value of the achievement rates for each of the plurality of functions by the user to be supported The user's level of understanding of operation is determined.

The achievement rates of a plurality of information terminals tend to be grouped into a plurality of groups according to the user level. Then, unity in these groups, as according to the above configuration, and can be accurately visualized on the basis of a difference or a ratio between the average value of the achievement rate for each of a plurality of functions and the plurality of functions each of Percent Become. For this reason, in the said structure, determination of the exact operation comprehension according to the characteristic of the operation history of a some information terminal is performed. Then, by selecting an operation support mode based on the operation understanding level thus determined, more effective support is performed.

The invention according to claim 3 is the operation support system according to claim 2 , wherein a plurality of users are provided.
Further comprising a center server having an operation history storage unit that stores information on an achievement rate for each of a plurality of functions as an operation history of an information terminal and the understanding level determination unit, and the understanding level determination unit includes the operation history The operation understanding is determined based on the operation history stored in the storage unit and the achievement rate for each function by the user to be supported, and the center server determines an average value of the function achievement rates in the determined operation understanding level. Distribute information indicating.

  From the viewpoint of learning knowledge, as the number of operation histories serving as samples increases, it becomes possible to define various operation comprehension degrees, and it is possible to grasp the tendency of achievement rates for more functions.

  In this regard, according to the above configuration, a plurality of operation histories are collected in the center server having the operation history accumulation unit and the understanding level determination unit. Therefore, it becomes possible to collect more operation histories with the center server, and the collected operation histories are collectively managed. Then, based on the operation history accumulated in the center server, the determination of the operation understanding level and the calculation of the average value of the achievement rates for each operation understanding level are performed, whereby processing based on more samples is performed.

  Further, in the above configuration, the determination of the operation understanding level based on a plurality of operation histories and the calculation of the average value of the achievement rates for each operation understanding level are collectively performed by the center server. This facilitates processing such as determination of the degree of understanding of operation and calculation of the average value of the achievement rate for each degree of understanding of operation, and reduces the load required for selecting the operation support mode in the information terminal. Therefore, the information terminal only needs to select the operation support mode based on the information distributed from the center server, and the operation support is performed more smoothly.

Invention of Claim 4 is the operation assistance system as described in any one of Claims 1-3 . WHEREIN: The said operation assistance part is the achievement rate corresponding to the operation comprehension degree of the user who becomes the object of the said assistance. According to the average values “low”, “medium”, and “high”, “operation guidance by an operator”, “guidance by automatic voice”, and “help display that is guidance by a guidance screen” are used as the above support modes, respectively. Select.

“Operation guidance by an operator” is particularly effective for a user who has a relatively low function achievement rate, such as a beginner. On the other hand, “operation guidance by the operator” is rather troublesome for a user who understands the operation of the function to some extent. In this regard, in the above configuration, “operation guidance by an operator” is performed for a function for which the average value of the achievement rate corresponding to the operation understanding level of the user to be supported is determined to be “low”. Thereby, effective operation support according to the achievement rate “low” is performed.

In addition, “automatic voice guidance” is more difficult to provide than “operator guidance”, but since there is no need to communicate with the operator center, more efficient guidance is possible. is there. In this regard, in the above-described configuration, “automatic voice guidance” is performed for a function in which the average value of the achievement rates corresponding to the operation understanding level of the user to be supported is determined to be “medium”. Thus, effective operation support according to the achievement rate “medium” is performed.

Furthermore, “help display as guidance by guidance screen” is particularly effective for users who are familiar with the operation of information terminals more than a certain amount because it is required to browse the guidance screen displayed for help. Is. On the other hand, it may be an insufficient operation support for a user who has a relatively low function achievement rate such as a beginner. In this regard, in the above configuration, “help display that is guidance on the guidance screen” is performed only for functions for which the average value of the achievement rate corresponding to the operation understanding level of the user to be supported is determined to be “high”. Is called. Thus, effective operation support according to the achievement rate “high” is performed.

According to a fifth aspect of the present invention, in the operation support system according to any one of the first to fourth aspects, the achievement rate calculating unit is configured such that when an operation on a function is started, a; A process for calculating the achievement rate of the function when the function is the first operation performed to start the function; b; the operation of the function starts the function When the operation is performed for the second time or later, processing for recalculating the achievement rate of the function in consideration of the past achievement rate is performed.

  In the above configuration, it is identified whether the operation of a certain function is the first operation or the second and subsequent operations. When it is the first operation, the achievement rate of the function is calculated based only on the achievement rate of the function in the first operation. This function is assumed to be a used function.

  On the other hand, when the operation of a certain function is the second or later operation, the achievement rate of this function is updated by recalculating the achievement rate of the function in consideration of the past achievement rate. In this case, the past achievement rate is taken into account, so that even if the achievement rate temporarily changes due to other factors at a certain point in time, this temporarily changed achievement rate is smoothed by the past achievement rate. Is done. For this reason, even if the achievement rate changes temporarily, the temporary change of the achievement rate is suppressed from directly affecting the support of the next operation. Thereby, the support of the exact operation according to the tendency of the user's past operation is performed.

1 is a block diagram showing a schematic configuration of an information terminal and a center server to which an operation support system and an operation support method are applied according to an embodiment of an operation support system and an operation support method according to the present invention. The figure which shows an example of the operation comprehension degree classified based on the achievement rate and the difference amount of the function. The figure which shows the operation comprehension degree and achievement rate for every user about the achievement rate of the destination setting function by web. The figure which shows the average value of the achievement rate for every operation comprehension degree of the some function prepared in the information terminal. The figure which shows an example of the assistance aspect prescribed | regulated corresponding to the achievement rate. The flowchart which shows an example of the calculation procedure of the achievement rate and operation comprehension degree by the operation assistance system and operation assistance method of the embodiment. The flowchart which shows an example of the selection procedure of the assistance mode according to the achievement rate by the operation assistance system and operation assistance method of the embodiment. The figure which shows an example of the operation | movement by the operation assistance system and operation assistance method of the embodiment.

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, an embodiment embodying an operation support system and an operation support method according to the present invention will be described with reference to FIGS.
As shown in FIG. 1, an information terminal 100 to which the operation support system and the operation support method of the present embodiment are applied includes, for example, a navigation system mounted on a vehicle, a multifunction telephone device such as a smart phone, and the like. ing. The information terminal 100 has a plurality of functions such as communication by Bluetooth (registered trademark) and route search.

  The information terminal 100 includes a communication device 101 that can communicate with the center server 200 and a display device 102 that includes a liquid crystal display or the like. In addition, the information terminal 100 includes an achievement rate calculation unit 120 that calculates an achievement rate that is a ratio with respect to the completion of the operation of the function of the information terminal 100, and a usage status determination unit 110 that determines the usage status of each function Yes. Furthermore, the information terminal 100 includes an operation support unit 130 that supports an operation for using the function of the information terminal 100, and an operation history storage unit 140 that stores an operation history of the information terminal 100.

  When the use of a certain function is started, the usage status determination unit 110 determines whether the function is a function that is used for the first time or a function that has already been used. That is, the usage status determination unit 110 determines whether the operation of the function that is the usage target is the first operation or the second and subsequent operations. Then, the usage status determination unit 110 outputs the determination result to the operation support unit 130.

  When an operation for using a certain function is started, the achievement rate calculation unit 120 determines whether all operations necessary for using the function are completed. The achievement rate calculation unit 120 determines that the achievement rate of the function is “100%” when all operations are completed. In addition, when the operation is interrupted before the operation necessary for using the function is completed, the achievement rate calculation unit 120 uses the number of operations performed before the operation is interrupted to use the function. The achievement rate is calculated by dividing by the number of all necessary operations. The achievement rate calculation unit 120 outputs the calculated achievement rate to the operation history accumulation unit 140. As a result, the achievement rate for each function is accumulated in the operation history accumulation unit 140.

  When the achievement rate calculation unit 120 detects that the function to be used is the second or later operation based on the determination result of the usage state determination unit 110, the past achievement rate of the function is stored in the operation history accumulation unit. Read from 140. Then, the achievement rate calculation unit 120 updates the achievement rate of the function to be used by averaging the read past achievement rate and the newly calculated achievement rate. The achievement rate calculation unit 120 outputs the updated achievement rate to the operation history accumulation unit 140.

  The operation support unit 130 supports the operation of the information terminal 100 in a support mode in which the achievement rate calculated by the achievement rate calculation unit 120 is increased. The operation support unit 130 according to the present embodiment acquires, from the center server 200, information related to the average achievement rate calculated for each operation comprehension level, which is the user's level of understanding for the operation for using the function of the information terminal 100. . The operation support unit 130 determines a guidance mode for each function for the user of the information terminal 100 based on the acquired information on the average achievement rate. And the operation assistance part 130 guides the function used as a utilization object by the determined guidance mode.

  The center server 200 includes a communication unit 201 that performs communication with the information terminal 100 and a plurality of information terminals such as the information terminal 100 </ b> A having the same function as the information terminal 100. The center server 200 includes a user information management unit 210 that manages an operation history acquired from each information terminal for each user, and an operation history storage unit 220 that stores an operation history acquired from each information terminal. In addition, the center server 200 determines an operation understanding level based on a plurality of operation histories stored in the average achievement rate calculation unit 230 that calculates an average achievement rate for each operation understanding level and the operation history storage unit 220. A determination unit 240 is provided. In the present embodiment, the achievement rate calculating unit 120 of the information terminal 100 and the average achievement rate calculating unit 230 of the center server 200 constitute the achievement rate calculating unit.

  When acquiring the operation history from the information terminals 100, 100A, etc., the user information management unit 210 outputs the operation history to the operation history storage unit 220 for each transmission source of the operation history. As a result, the operation history storage unit 220 stores the operation history for each information terminal, in other words, for each user of the information terminal. Note that the user information management unit 210 manages the operation history by assigning an individual user ID to each user, for example.

  The average achievement rate calculation unit 230 adds up the numbers of all the functions indicated by the operation history accumulated in the operation history accumulation unit 220. Thereby, for example, when the operation history accumulated in the operation history accumulation unit 220 indicates operation histories of four types of functions 1 to 4, “4” is calculated as the total number of used functions. Is done. For example, when there are two users, the average value “2” of the used functions is calculated by dividing the total value “4” of the used functions by “2” indicating the number of users. The The average achievement rate calculation unit 230 outputs information indicating the average value of the number of used functions thus calculated to the operation understanding level determination unit 240.

  Further, the average achievement rate calculation unit 230 adds the achievement rates indicated by the operation history accumulated in the operation history accumulation unit 220 for each function. And the average achievement rate calculation part 230 divides the added achievement rate by the number of users. Thereby, for example, when the operation history accumulated in the operation history accumulation unit 220 indicates 10% and 20% of the achievement rate of the function A, the average value “15%” of the achievement rate of the function A is calculated. Further, for example, when the operation history accumulated in the operation history accumulation unit 220 indicates the achievement rate 20% and 30% of the function B, the average value “25%” of the achievement rate of the function A is calculated. When the average achievement rate calculation unit 230 calculates the average value of the achievement rates of the functions used in the plurality of information terminals, the average achievement rate calculation unit 230 outputs information indicating the average value of the achievement rates to the operation understanding level determination unit 240.

  When the average value of the number of functions and the achievement rate is input from the operation understanding level determination unit 240, the operation understanding level determination unit 240 extracts a plurality of operation histories stored in the operation history storage unit 220. Then, the operation understanding level determination unit 240 calculates the difference between the number of used functions indicated by the extracted operation history and the average value of the number of functions input from the average achievement rate calculation unit 230. The operation understanding level determination unit 240 calculates a difference between the achievement rate of each function indicated by the extracted operation history and the average value of the number of functions input from the average achievement rate calculation unit 230.

When the operation understanding level determination unit 240 calculates the difference between the number of functions and the achievement rate, the operation history is grouped for each level by clustering the difference results.
Thereby, as illustrated in FIG. 2, the difference amount between the plurality of operation histories and the average value of the achievement rate is lower than “−20%”, and the difference amount from the average value of the number of functions is “−30”. A lower group G1 is defined. Further, the group G2 has a plurality of operation histories in which the difference amount from the average value of the achievement rate is “−20%” to “0%” and the difference amount from the average value of the number of functions is “−30” to “0”. Is defined. Furthermore, a group G3 is defined in which the difference from the average achievement rate is higher than “0%” and the difference from the average number of functions is higher than “0”. Then, the operation understanding level determination unit 240 of the present embodiment defines, for example, the group G1, the group G2, and the group G3 as the operation understanding levels “low”, “medium”, and “high”, respectively.

When the operation understanding level “low”, “medium”, and “high” are defined, the operation understanding level determination unit 240 outputs information indicating the operation understanding level to the average achievement rate calculation unit 230.
When the information indicating the operation understanding level is input, the average achievement rate calculation unit 230 illustrated in FIG. 1 calculates an average value of the achievement rates of the respective functions at the operation understanding levels of “low”, “medium”, and “high”. calculate. As a result, the average achievement rate of each function when the operation comprehension level is “low”, the average achievement rate of each function when the operation comprehension level is “medium”, and the average achievement rate of each function when the operation comprehension level is “high” Is calculated.

  As a result, as illustrated in FIG. 3, the user IDs “A”, “B”, “D”, “E”, “G”, and “I” with the operation understanding level “low” are the destinations by the WEB. When the achievement rate of the setting function is “30%”, “20%”, “40%”, “20%”, “40%”, and “30%”, the degree of understanding of the operation of the destination setting function The average value of the achievement rate of “low” is calculated as “30%”.

  In addition, when the average achievement rate calculation unit 230 defines the operation understanding level of each operation history, the average achievement rate calculation unit 230 calculates the average value for each function in the operation understanding level of the user of the information terminal to the information terminal that is the collection source of each operation history. The information shown is distributed. Thereby, for example, information indicating the average value for each function in the degree of operation understanding of the user of the information terminal 100 is distributed to the information terminal 100.

In this way, in the information terminal 100, a support mode is determined based on the distributed information, and operation support is performed according to the determined support mode.
Next, with reference to FIG. 4, an example of the operation understanding level for each function and the support mode for each operation understanding level will be described in detail.

  As shown in FIG. 4, for example, when the information terminal 100 or the like has functions 1 to 18, function 1, function 2,. . . The average achievement rate of function 18 is “25%” (function 1), “35%” (function 2),. . . “30%” (function 18).

  In addition, function 1, function 2,. . . The average achievement rate of function 18 is “10%” (function 1), “15%” (function 2),. . . “15%” (function 18).

  On the other hand, function 1, function 2,. . . The average value of the achievement rate of function 18 is “20%” (function 1), “35%” (function 2),. . . “25%” (function 18).

  In addition, function 1, function 2,. . . The average achievement rate of function 18 is “40%” (function 1), “55%” (function 2),. . . “60%” (function 18).

  On the other hand, as shown in FIG. 5, in this embodiment, as a support mode corresponding to an achievement rate of “less than 25%”, call guidance by an operator, support corresponding to an achievement rate of “25% or more and less than 50%” As an aspect, an operation guidance by automatic voice and a help display corresponding to an achievement rate of “50% or more and less than 75%” are respectively defined.

  Here, for example, it is assumed that the user of the information terminal 100 has already used the functions 1 to 3 and has the functions 4 to 18. When the operation understanding level determination unit 240 of the center server 200 determines that the operation understanding level of the user of the information terminal 100 is “low” based on the achievement rate of the functions 1 to 3, the operation understanding level is determined. Each average value “10%” to “15%” of each achievement rate of each function 1 to 18 in “low” is specified. Thereby, the achievement rate of all the functions including the functions 4-18 which the user of the information terminal 100 does not use is specified.

  Next, the operation support unit 130 of the information terminal 100 determines the support modes of the functions 1 to 18 based on the average values of the specified achievement rates. For example, when the user of the information terminal 100 starts using the unused function 11, call guidance by the operator as the determined support mode is performed. Thereby, even in the function that the user of the information terminal 100 uses for the first time, the operation support according to the operation understanding level of the user of the information terminal 100 based on the tendency of the achievement rate of other users whose operation understanding level is the same as the user Is done.

The operation of the operation support system and operation support method of the present embodiment will be described below with reference to FIGS.
As shown in FIG. 6, it is assumed that the information terminal 100 is activated and a specific operation button for using the function is pressed as an operation for starting the use of a certain function of the information terminal 100 (step S100: YES). The function is a function that requires one or more operations until the operation is completed.

  Next, all the operations for using the function for which the operation has been started are performed, and it is determined whether or not the operation has been completed (step S101). When the operation is completed and the function for which the operation has been started can be used (step S101: YES), it is determined that the task necessary for using the function is completed. Next, it is determined whether or not the function for which the operation has been started is a function that has been used in the past, that is, whether the function is used for the first time or after the second time (step S102).

  When the use of the function is the first use (step S102: YES), the achievement rate of the operation of the function is calculated assuming that the use status of the function has changed from an unused function to a used function ( Step S103). In this example, since the task is completed in step S101, the achievement rate is “100%”.

  When the use of the function is the second or subsequent use (step S102: NO), the achievement rate of the function is updated by averaging the achievement rate up to the previous time and the current achievement rate. (Step S104).

  On the other hand, when it is determined in step S101 that the task has not been completed, it is determined that the operation of the function started to be used is interrupted halfway due to a lack of understanding of the user (step S101: NO).

Then, it is determined whether or not the function for which the operation has been started is a function that has been used in the past, that is, whether the function is used for the first time or after the second time (step S105).
When the use of the function is the first use (step S105: YES), the achievement rate of the operation of the function is calculated assuming that the use status of the function has changed from an unused function to a used function ( Step S106). In this example, since the task is not completed in step S101, the achievement rate is less than “100%”.

  Further, when the function is used for the second time or later (step S105: NO), the achievement rate up to the previous time and the current achievement rate are averaged to update the achievement rate of the function. (Step S107).

  When the achievement rate is calculated in this way, for example, on the condition that the travel distance of the vehicle in which the information terminal 100 is used has reached a specified value (step S108: YES), the number of used functions and the achievement for each function are obtained. An operation history indicating the rate is transmitted from the information terminal 100 to the center server 200 (step S109).

  In the center server 200, when operation histories are transmitted from a plurality of information terminals such as the information terminal 100, the operation histories are accumulated in the operation history accumulation unit 220 for each user. Next, based on each operation history, an average function usage number indicating an average value of functions used in each information terminal and an average value of achievement rates for each function are calculated (step S110).

  Next, a difference between each calculated average value and each operation history is calculated (step S111). Then, the operation differences are grouped for each level by clustering the calculated differences. Next, each group grouped is defined as a group according to level, and an operation understanding level is given to each group. When the operation understanding level is given, an average value for each function at each operation understanding level is calculated (step S113).

  Then, for example, the user's understanding of the operation of the information terminal 100 is determined based on which of the groups the operation history of the information terminal 100 belongs to. Thereby, when the user's operation comprehension degree of the information terminal 100 is determined to be “low”, for example, information indicating the average value for each function calculated based on the operation history of the group having the operation comprehension degree “low” is displayed on the center server. 200 to the information terminal 100.

  Next, as shown in FIG. 7, in the information terminal 100 to which the information indicating the average value for each function is distributed, for example, when a specific button necessary for using a certain function is pressed, Assume that the operation of the function is started (step S200: YES). Then, the average value of the achievement rate in the user's operation comprehension degree of the information terminal 100 of the function that is the use target is specified based on the information distributed from the center server 200.

  Then, when the specified achievement rate is less than “25%”, for example (step S201: YES), the operation guidance by the operator defined as the support mode corresponding to the achievement rate less than “25%” is automatically performed. (Step S202).

  On the other hand, when the specified achievement rate is, for example, “25%” or more and less than “50%” (step S201: NO, S203: YES), the automatic defined as the support mode corresponding to the achievement rate in this range Operation guidance by voice is performed (step S204).

  On the other hand, when the specified achievement rate is, for example, “50%” or more and less than “75%” (step S203: NO, S205: YES), it is defined as a support mode corresponding to this range of achievement rate. Operation guidance is performed by displaying the help screen on the display device 102 (step S206).

  Then, when the specified achievement rate is, for example, “75%” or more (step S205: NO) and the operation of the function is performed before a certain time has passed (step S207: NO), no operation support is required. As a result, the operation support is not performed (step S208).

  On the other hand, even if the specified achievement rate is, for example, “75%” or more, if the operation of the function is not performed until a predetermined time elapses (step S207: YES), it is determined that the operation support is necessary and the help screen is displayed. Is displayed on the display device 102 to perform operation guidance (step S206).

In this way, operation support according to the degree of operation understanding of the user of the information terminal 100 is performed.
Next, referring to FIG. 8, the operation guidance modes according to the operation support system and the operation support method of this embodiment will be summarized.

  As shown in FIG. 8, in the information terminal 100 used in a vehicle, for example, the usage status of various functions and the achievement rate of the used functions are accumulated as an operation history (block B10). For example, when the vehicle travels a specified travel distance, the operation history accumulated in the information terminal 100 is transmitted to the center server 200 (block B11). Note that whether or not the vehicle has traveled the prescribed travel distance is determined based on information acquired from the vehicle by the information terminal 100 and a movement history of the information terminal 100.

In this way, operation histories acquired by a plurality of types of information terminals including the information terminal 100 are transmitted to the center server 200.
In the center server 200, operation histories transmitted from each information terminal are accumulated. Then, based on the accumulated operation history, the operation understanding level of each operation history is determined (block B12). Moreover, the average value of the achievement rate for each operation comprehension degree is calculated for each function (block B13).

And the information which shows the achievement rate of each function in the user's operation comprehension degree of the information terminal 100 is distributed from the center server 200 to the information terminal 100.
Next, in the information terminal 100, operation support is performed based on the information distributed from the center server 200 (block B14).

As described above, according to the operation support system and the operation support method according to the present embodiment, the following effects can be obtained.
(1) The information terminal 100 includes an achievement rate calculation unit 120 that calculates an operation achievement rate that is a rate of operation completion with respect to a function prepared in the information terminal 100. In addition, the information terminal 100 includes an operation support unit 130 that supports the operation of the information terminal 100 in a support mode defined according to the achievement rate. For this reason, the operation of the information terminal 100 is supported in a support mode corresponding to the achievement rate of the function operation. Thereby, effective operation support corresponding to the achievement rate of the function is performed, and effective support according to the level of the user is performed.

  (2) The operation support unit 130 supports the operation of the information terminal 100 in a support mode in which the achievement rate calculated by the achievement rate calculation unit 120 is increased. For this reason, a more effective support mode is selected as the operation support mode corresponding to the achievement rate. Thereby, the achievement rate concerning operation of each function by operation support is improved.

  (3) The operation understanding level determination unit 240 of the center server 200 determines the operation understanding level that is the understanding level of the operation based on the achievement rate of each of the plurality of functions by a plurality of users. Further, the average achievement rate calculation unit 230 of the center server 200 calculates the average value of the achievement rates for each operation understanding level determined by the operation understanding level determination unit 240 for each function. Then, the operation support unit 130 of the information terminal 100 selects an operation support mode based on the average value of the function achievement rates in the user's understanding of the operation of the information terminal 100. As a result, operation histories collected at a plurality of information terminals are used as so-called learning knowledge, and operation support according to the degree of understanding of the operation of the user is performed for functions that are used for the first time in the information terminal 100.

  (4) The operation understanding level determination unit 240 of the center server 200 defines the operation understanding levels at a plurality of levels based on the difference between the average value of the plurality of achievement rates and the plurality of achievement rates. In addition, the operation understanding level determination unit 240 determines the user's achievement rate of the information terminal 100 to be supported and the average value of the plurality of achievement rates calculated by the average achievement rate calculation unit 230 according to the difference of the user. The level of operation comprehension was determined. For this reason, an accurate operation comprehension determination according to the characteristics of operation histories of a plurality of information terminals is performed. Then, by selecting an operation support mode based on the operation understanding level thus determined, more effective support is performed.

  (5) The center server 200 includes an operation history accumulation unit 220 and an operation understanding level determination unit 240 in which information regarding achievement rates of a plurality of users is accumulated as an operation history of the information terminal 100 or the like. The operation understanding level determination unit 240 determines the operation understanding level based on the operation history accumulated in the operation history accumulation unit 220 and the achievement rate of the user of the information terminal 100 to be supported. Then, the center server 200 distributes information indicating an average value of the achievement rate of the function at the operation understanding level determined by the operation understanding level determination unit 240. Therefore, more operation histories can be collected by the center server 200, and the collected operation histories can be managed collectively. Further, in the information terminal 100, it is only necessary to select an operation support mode based on information distributed from the center server 200, and the operation support is performed more smoothly.

  (6) The operation support unit 130 performs “operation guidance by operator”, “guidance by automatic voice”, and “guidance by guidance screen” according to the achievement rates “low”, “medium”, and “high”, respectively. “Help display” was selected as the support mode. Thereby, operation guidance according to the level of each achievement rate is more effectively performed.

  (7) When the operation of the function used is the first operation performed to start the function, the achievement rate calculation unit 120 of the information terminal 100 determines that the function is a used function. Processing to calculate the achievement rate of was performed. In addition, when the operation of the function to be used is the second and subsequent operations performed to start the function, the achievement rate calculation unit 120 considers the past achievement rate and regenerates the achievement rate of the function. Processing to calculate was performed. For this reason, even if the achievement rate changes temporarily, the temporary change of the achievement rate is suppressed from directly affecting the support of the next operation. Thereby, the support of the exact operation according to the tendency of the user's past operation is performed.

In addition, the said embodiment can also be implemented with the following forms.
The information terminal 100 includes the operation support unit 130. The operation support unit 130 selects an operation support mode. Not limited to this, the center server 200 may select an operation support mode according to the user of the information terminal 100. Then, information regarding the selected support mode may be distributed from the center server 200 to the information terminal 100, and operation support may be performed based on the distributed information.

  The operation history of users of various information terminals such as the information terminals 100 and 100A is managed for each information terminal. Furthermore, when one information terminal 100 is used by a plurality of users, the user may be identified by the information terminal 100, and the operation history may be managed for each user. According to this, even when one information terminal 100 is used by a plurality of users, guidance according to the degree of operation understanding of each user is performed.

  The operation history accumulated in the information terminal 100 is transmitted to the center server 200 on the condition that the travel distance of the vehicle used by the information terminal 100 has reached a specified value. Not limited to this, the operation history may be transmitted to the center server 200 on condition that a specified time has elapsed.

  -When it was determined in step S207 in FIG. 7 that no operation is performed for a certain period of time, operation support was also provided to users with an achievement rate of 75% or more. However, the present invention is not limited to this, and it may be determined that operation support is not performed for a user with an achievement rate of 75% or more without determining whether or not there is an operation for a certain period of time.

  When the achievement rate of a certain function is determined to be less than “25%” in step S201 in FIG. 7, call guidance is provided by the operator (step S202). When it is determined in step S203 that the achievement rate of a certain function is “25%” or more and less than “50%”, guidance by automatic voice is performed (step S204). Furthermore, guidance by help display may be performed together in steps S202 and S204. In addition, the operation modes in steps S202, S204, and S206 can be changed as appropriate.

  -Selection of call guidance by operator, guidance by automatic voice, guidance by help display, and no operation support are set to threshold values of achievement rates defined as "25%", "50%", and "75%", respectively. Based on. Not only this but the threshold of the achievement rate used for selection of a support mode can be changed suitably. Moreover, the threshold value of each achievement rate may be settable by the user.

  ・ Classification of operation comprehension was performed by clustering the difference between the achievement rate and the average number of functions. Not limited to this, the operation understanding degree may be classified by clustering the ratio of the achievement rate and the average number of functions. Further, the degree of understanding of operations may be classified based on whether or not the difference or ratio between the achievement rate and the average number of functions is equal to or greater than a prescribed threshold value. Further, the operation understanding level may be classified based on whether or not the achievement rate indicated by each operation history is equal to or higher than a predetermined threshold without using the average value of the achievement rate and the number of functions.

  -The operation comprehension level was classified into three levels: "Low", "Medium", and "High". Not limited to this, the degree of understanding of operation may be classified into a number of less than three stages, or may be classified into a number of four or more stages. Further, the type of operation support may be changed according to the classified stage.

  In Steps S104 and S107 in FIG. 6, when the operated function is the second and subsequent operations, the achievement rate of the function is recalculated taking into account the past achievement rate. Not limited to this, when the operated function is the second and subsequent operations, the past achievement rate may be discarded, and the achievement rate of the function when operated may be calculated. According to this, more flexible operation support according to the achievement rate of the latest function is performed.

  The operation guidance by the operation support unit 130 of the information terminal 100 was performed based on the average value of the achievement rates for each operation understanding level distributed from the center server 200. Not limited to this, when the information terminal 100 includes the user information management unit 210, the operation history storage unit 220, the average achievement rate calculation unit 230, and the operation understanding level determination unit 240, guidance by the operation support unit 130 of the information terminal 100 is You may perform based on the average value of the achievement rate for every operation comprehension calculated in this information terminal 100. FIG. According to this, the information terminal 100 can perform operation support by itself.

  The information terminal 100 or the center server 200 includes an average achievement rate calculation unit 230 and an operation understanding level determination unit 240. Then, in determining the operation support, the operation understanding level of the user of the information terminal 100 is identified. In addition, a support mode of operation support was selected based on the average value of the achievement rates of the respective functions at the identified operation comprehension level. Not limited to this, the information terminal 100 or the center server 200 may be configured not to include the average achievement rate calculation unit 230 and the operation understanding level determination unit 240. And when the achievement rate of a certain function by the user of the information terminal 100 is calculated, the user's degree of understanding of operation may be determined based on the achievement rate. In addition, based on the determined operation comprehension degree, an operation support mode may be selected when another function is used.

  -The information terminal 100 is comprised by the navigation system, smart phone, etc. which are utilized with a vehicle. However, the information terminal may be used outside the vehicle.

  DESCRIPTION OF SYMBOLS 100, 100A ... Information terminal, 101 ... Communication apparatus, 102 ... Display apparatus, 110 ... Usage condition determination part, 120 ... Achievement rate calculation part, 130 ... Operation support part, 140 ... Operation history storage part, 200 ... Center server, 201 ... Communication unit 210 ... User information management unit 220 ... Operation history storage unit 230 ... Average achievement rate calculation unit 240 ... Operation understanding level determination unit.

Claims (6)

An operation support system that supports operation of an information terminal,
And pairs to a plurality of functions which are provided to the information terminal, the achievement rate calculation unit configured to calculate the achievement rate of the operation is the ratio of the operation completion of the functions,
An understanding level determination unit that determines an operation understanding level, which is an understanding level of an operation, based on an achievement rate for each of the plurality of functions by a plurality of users calculated by the achievement rate calculation unit;
An operation support unit that selects a support mode defined in accordance with the achievement rate calculated by the achievement rate calculation unit with respect to the operation of the information terminal, and supports the operation of the information terminal in the selected support mode and, with a,
The achievement rate calculation unit calculates an average value of the achievement rate for each function for each operation understanding level determined by the understanding level determination unit,
The operation support unit, when an operation of a function is started by a user to be supported, among average values of achievement rates for each operation comprehension calculated for the same or similar function as the started function, The operation support system, wherein the support mode is selected based on an average value of achievement rates corresponding to the operation understanding level of the user to be supported. The comprehension determination unit defines the operation understanding of the plurality of levels based on the difference or ratio between the average value and the plurality of functions each of achievement ratio of achievement ratio of each of the plurality of functions, the object of support The operation support system according to claim 1 , wherein a level of the user's operation comprehension level is determined according to a difference or a ratio between an achievement rate for each of a plurality of functions by the user and an average value of the achievement rates for the plurality of functions . The operation support system according to claim 2 ,
A center server having an operation history storage unit that stores information on achievement rates for each of a plurality of functions by a plurality of users as an operation history of the information terminal, and the understanding level determination unit;
The understanding level determination unit determines the operation understanding level based on the operation history stored in the operation history storage unit and the achievement rate for each function by the user to be supported, and the center server determines the determined operation An operation support system that distributes information indicating an average value of the achievement rate of functions in terms of comprehension. The operation support unit , according to the average value of the achievement rate corresponding to the operation understanding level of the user who is the support target "low", "medium", and "high", respectively "operation guidance by the operator", "guidance by automatic speech", and the operation support system according to any one of claims 1 to 3 for selecting the "help display is guidance by the guide screen" as the supporting manner. The achievement rate calculation unit, when the operation for the function is started,
a; a process for calculating an achievement rate of the function as an already used function when the operation of the function is the first operation performed to start the function;
b; processing for recalculating the achievement rate of the function in consideration of the past achievement rate when the operation of the function is the second or later operation performed to start the function;
The operation support system according to any one of claims 1 to 4 . An operation support method used in an operation support system for supporting operation of an information terminal,
In achievement rate calculator, and achievement rate calculation step of calculating respectively the achievement ratio is a ratio for each of the operation completion for a plurality of functions which are provided to the information terminal,
In the understanding level determination unit, an operation understanding level determination step of determining an understanding level of the operation based on the achievement rate for each of the plurality of functions by the plurality of users calculated in the achievement rate calculation step;
The operation support unit selects a support mode defined in accordance with the achievement rate calculated in the achievement rate calculation step for the operation of the information terminal, and operates the information terminal in the selected support mode . and the operation supporting step that assist, only including,
The achievement rate calculating step calculates an average value of the achievement rate for each function for each operation understanding level determined by the understanding level determination unit,
In the operation support step, when an operation of a function is started by a user who is a support target, among the average values of achievement rates for each operation comprehension calculated for the same or similar function as the started function, The operation support method, wherein the support mode is selected based on an average value of achievement rates corresponding to the operation understanding level of the user to be supported.

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