CN106971326B - User expectation management system and method for order - Google Patents
User expectation management system and method for order Download PDFInfo
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- CN106971326B CN106971326B CN201610807680.7A CN201610807680A CN106971326B CN 106971326 B CN106971326 B CN 106971326B CN 201610807680 A CN201610807680 A CN 201610807680A CN 106971326 B CN106971326 B CN 106971326B
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- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
- G06Q30/0635—Processing of requisition or of purchase orders
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Abstract
The invention relates to a user expectation management system and a user expectation management method for orders, which comprise a front module, a middle module and a rear module; estimating the cost and delivery time through a front module in an order generation stage; in the order execution stage, a new order delivery time expectation is estimated through a middle-arranged module when each step of the order is completed, and delay judgment and reminding are carried out; and after the order is finished, the post-module is used for summarizing the order execution condition and converting the delay time into the cost compensation. According to the invention, through the systematic user expectation management of the front, middle and rear order life cycles, the user experience when the user uses the order system is effectively improved, and the definite expectation of the user on the delivery is established from three aspects of cost, time and operation.
Description
Technical Field
The invention belongs to the field of electronic commerce, and particularly relates to a user expectation management system and method for orders.
Background
With the rapid development of electronic commerce, network purchasing is more and more frequent, orders are throughout the whole purchasing process, and the guarantee and promotion of user experience are the focus of attention of all business delivery systems taking orders as the core.
The online shopping order management system comprises a server and terminal equipment; the server is used for receiving and processing the order demand information and pushing the order information to the terminal equipment; the terminal equipment is a computer or a mobile phone and is used for sending order demand information to the server and receiving order information fed back by the server.
Only when the order life cycle is finished, the user can definitely know the specific required time for order delivery, so that the user expected management cannot be effectively carried out, and the closed-loop management of the user experience cannot be formed.
Disclosure of Invention
In order to solve the above problems in the prior art, the present invention provides a system and a method for managing user expectation of orders, which establish a clear expectation of the user for delivery from three aspects of cost, time and operation.
The invention provides a user expectation management system of an order, which comprises a server and terminal equipment, wherein the server comprises a front module, a middle module and a rear module;
the front-end module is configured to estimate the cost and the delivery time of the order according to the product information and the user information, send the estimated cost and the delivery time of the order to the terminal equipment of the corresponding user, and generate the order after receiving a confirmation instruction returned by the terminal equipment;
the middle-placed module comprises a delivery time expected error estimation unit and a delay reminding unit; the delivery time expectation error estimation unit is configured to split according to order information according to order execution steps, estimate initial order completion and delivery time expectation of each step, estimate a new delivery time expectation in the current state by combining the actual time spent in the step when the step is completed in each step in the order execution process, compare the new delivery time expectation with the initial order completion time, judge whether delay exists, and add the new delivery time expectation and the delayed state in the current state to the order state to be sent to the terminal equipment of a corresponding user; the delay reminding unit actively sends delay reminding to the terminal equipment of the corresponding user when the delay time exceeds a set threshold value according to the delay information of the delivery time expected error estimation unit;
the post-module is configured to compare the actual time spent on completing the order with the initial order completion delivery time expectation, convert the delay time into cost compensation, and actively send a message cost compensation message prompt to the terminal equipment of the corresponding user.
Preferably, the method of estimating initial order completion and lead time expectations of each step is by dividing the order execution process into n steps, each step estimating a lead time expectation fi (t) based on historical statistical data0) Then the initial order completion lead time expectation F (t)0) I.e. delivery time expectation fi (t) for each step0) The sum of (1).
Preferably, the new lead time expectation upon completion of each step is estimated by summing the actual time to complete the first m steps with the lead time expectations of the steps m +1 and beyond, and calculating the new lead time expectation, F, (t) for the completed order when the order completes step mm) Is of the formula
Where fi (t)i) Is the actual execution time of step i.
Preferably, the method of determining whether there is a delay in the lead time expected error estimation unit is to calculate F (t)m) And F (t)0) Difference Δ ofmI.e. deltam＝F(tm)-F(t0) If Δm>0, indicates that a delay may be expected.
Preferably, the basis for displaying the delay status and actively sending the delay reminder to the terminal device of the corresponding user is as follows: 0<△m<10％*F(t0) No delay is displayed; 10% F (t)0)≤△m<20％*F(t0) Displaying a delay state in the order state; deltam≥20％*F(t0) Actively sending a delay reminder to the terminal equipment of the corresponding user.
Preferably, the front-end module further includes a module for pre-estimating the content to be operated before the order is generated according to the characteristic data of the destination location, and sending the content to the terminal device of the corresponding user for displaying.
The invention also provides a user expectation management method of the order, which comprises the following steps:
step 1, estimating the cost and delivery time of an order according to product information and user information, sending the estimated cost and delivery time of the order to terminal equipment of a corresponding user, and generating the order after receiving a confirmation instruction returned by the terminal equipment;
step 2, dividing the order execution process into n steps, wherein each step corresponds to a delivery time expectation fi (t)0) Then the lead time expectation for the completed order F (t)0) I.e. delivery time expectation fi (t) for each step0) The sum of (1);
step 3, when the order completes the step m, using the actual time of completing the previous m steps and the lead time expectation of each step m +1 and later, calculating the lead time expectation F (t) of the new completed orderm)；
Step 4, calculating F (t)m) And F (t)0) Difference Δ ofmI.e. deltai＝F(ti)-F(t0) Estimating whether the actual delivery time expectation of the order is delayed or not according to the estimated actual delivery time expectation, and displaying the delay state in the order details;
and 5, if the expected delay time of the estimated actual delivery time of the order exceeds a set threshold, actively sending a delay reminder to the terminal equipment of the corresponding user.
Preferably, when the order is completed, the time actually spent for completing the order is compared with the initial order completion delivery time expectation, the delay time is converted into the cost compensation, and the information cost compensation information prompt is actively sent to the terminal equipment of the corresponding user.
Preferably, the basis for displaying the delay status and actively sending the delay reminder to the terminal device of the corresponding user is as follows: 0<△m<10％*F(t0) No delay is displayed; 10% F (t)0)≤△m<20％*F(t0) Displaying a delay state in the order state; deltam≥20％*F(t0) Actively sending a delay reminder to the terminal equipment of the corresponding user.
According to the invention, through the systematic user expectation management of the front, middle and rear order life cycles, the user experience when the user uses the order system is effectively improved, and the definite expectation of the user on the delivery is established from three aspects of cost, time and operation.
Drawings
FIG. 1 is a schematic diagram of a user expectation management system framework for orders according to the present invention.
FIG. 2 is a flow chart of a method for managing user expectations of orders according to the invention.
Detailed Description
Preferred embodiments of the present invention are described below with reference to the accompanying drawings. It should be understood by those skilled in the art that these embodiments are only for explaining the technical principle of the present invention, and are not intended to limit the scope of the present invention.
The invention discloses a user expectation management system of an order, which comprises a server and terminal equipment, wherein the server comprises a front module, a middle module and a rear module of the order life cycle;
the front-end module is configured to estimate the cost and the delivery time of the order according to the product information and the user information, send the estimated cost and the delivery time of the order to the terminal equipment of the corresponding user, and generate the order after receiving a confirmation instruction returned by the terminal equipment;
the central module is used for time estimation and delay notification in an order execution stage and specifically comprises a delivery time expected error estimation unit and a delay reminding unit; the delivery time expectation error estimation unit is configured to split according to order information according to order execution steps, estimate initial order completion and delivery time expectation of each step, estimate a new delivery time expectation in the current state by combining the actual time spent in the step when the step is completed in each step in the order execution process, compare the new delivery time expectation with the initial order completion time, judge whether delay exists, and add the new delivery time expectation and the delayed state in the current state to the order state to be sent to the terminal equipment of a corresponding user; the delay reminding unit actively sends delay reminding to the terminal equipment of the corresponding user when the delay time exceeds a set threshold value according to the delay information of the delivery time expected error estimation unit;
the configuration of the post-module is that the comprehensive information after the order is finished is displayed, including the calculation of the delay time cost compensation, which specifically comprises the following steps: and comparing the actual time spent on completing the order with the initial order completion delivery time expectation, converting the delay time into cost compensation, and actively sending a message cost compensation message prompt to the terminal equipment of the corresponding user.
The method of estimating initial order completion and lead time expectations of each step is to divide the order execution process into n steps, each step estimating a lead time expectation fi (t) based on historical statistical data0) Then the initial order completion lead time expectation F (t)0) I.e. delivery time expectation fi (t) for each step0) The sum of (1).
The new lead time expectation at the completion of each step is estimated by the actual time to complete the first m steps and the steps m +1 and thereafter when the order completes step mThe lead time expectations of the various steps of (a) are summed, calculating a lead time expectation of a new completed order, F (t)m) As shown in formula (1)
Where fi (t)i) Is the actual execution time of step i.
The method for judging whether delay exists in the delivery time expected error estimation unit is to calculate F (t)m) And F (t)0) Difference Δ ofmI.e. deltam＝F(tm)-F(t0) If Δm>0, indicates that a delay may be expected.
The basis for displaying the delay state and actively sending the delay reminding to the terminal equipment of the corresponding user is as follows: 0<△m<10％*F(t0) No delay is displayed; 10% F (t)0)≤△m<20％*F(t0) Displaying a delay state in the order state; deltam≥20％*F(t0) Actively sending a delay reminder to the terminal equipment of the corresponding user.
The front-end module also comprises a module for pre-estimating the content to be operated before the order is generated according to the characteristic data of the target position, and sending the content to the terminal equipment of the corresponding user for displaying.
The method for managing user expectation of an order, as shown in fig. 1, includes the following steps:
step 1, estimating the cost and delivery time of an order according to product information and user information, sending the estimated cost and delivery time of the order to terminal equipment of a corresponding user, and generating the order after receiving a confirmation instruction returned by the terminal equipment;
step 2, dividing the order execution process into n steps, wherein each step corresponds to a delivery time expectation fi (t)0) Then the lead time expectation for the completed order F (t)0) I.e. delivery time expectation fi (t) for each step0) The sum of (1);
step 3, when the order is finished in the step m, the order is put into effectCalculating a lead time expectation F (t) for a new completed order using the actual time to complete the first m steps and the lead time expectations for steps m +1 and beyondm)；
Step 4, calculating F (t)m) And F (t)0) Difference Δ ofmI.e. deltai＝F(ti)-F(t0) Estimating whether the actual delivery time expectation of the order is delayed or not according to the estimated actual delivery time expectation, and displaying the delay state in the order details; if 0<△m<10％*F(t0) No delay is displayed; if 10% F (t)0)≤△m<20％*F(t0) Displaying a delay state in the order state;
step 5, if the estimated actual delivery time expected delay time of the order exceeds a set threshold, actively sending a delay reminder to the terminal equipment of the corresponding user; in particular, Rutam≥20％*F(t0) The delay reminder is actively sent to the terminal equipment of the corresponding user.
And 6, when the order is finished, comparing the time actually spent for finishing the order with the initial order finishing delivery time expectation according to the time spent for finishing the order, converting delay time into cost compensation, and actively sending a cost compensation message prompt to the terminal equipment of the corresponding user.
So far, the technical solutions of the present invention have been described in connection with the preferred embodiments shown in the drawings, but it is easily understood by those skilled in the art that the scope of the present invention is obviously not limited to these specific embodiments. Equivalent changes or substitutions of related technical features can be made by those skilled in the art without departing from the principle of the invention, and the technical scheme after the changes or substitutions can fall into the protection scope of the invention.
Claims (9)
1. A user expectation management system of an order comprises a server and terminal equipment, and is characterized in that the server comprises a front module, a middle module and a rear module;
the front-end module is configured to estimate the cost and the delivery time of the order according to the product information and the user information, send the estimated cost and the delivery time of the order to the terminal equipment of the corresponding user, and generate the order after receiving a confirmation instruction returned by the terminal equipment;
the middle-placed module comprises a delivery time expected error estimation unit and a delay reminding unit; the delivery time expectation error estimation unit is configured to split according to order information according to order execution steps, estimate initial order completion and delivery time expectation of each step, estimate a new delivery time expectation in the current state by combining the actual time spent in the step when the step is completed in each step in the order execution process, compare the new delivery time expectation with the initial order completion time, judge whether delay exists, and add the new delivery time expectation and the delayed state in the current state to the order state to be sent to the terminal equipment of a corresponding user; the delay reminding unit actively sends delay reminding to the terminal equipment of the corresponding user when the delay time exceeds a set threshold value according to the delay information of the delivery time expected error estimation unit;
the post-module is configured to convert the delay time into cost compensation after comparing the actual time spent on completing the order with the initial order completion delivery time expectation, and actively send a cost compensation information prompt to the terminal equipment of the corresponding user.
2. The system for customer expectation management of orders as claimed in claim 1, wherein the method for estimating initial order completion and lead time expectations of each step is characterized by dividing the order execution process into n steps, each step estimating a lead time expectation fi (t) based on historical statistics0) Then the initial order completion lead time expectation F (t)0) I.e. delivery time expectation fi (t) for each step0) The sum of (1).
3. The system of claim 2, wherein the new lead time expectation is estimated when each step is completed by determining an actual time to complete m previous steps and lead time expectations of steps m +1 and subsequent steps when the order completes the mth stepAnd, calculating a lead time expectation F (t) for the new completed orderm) Is of the formula
Where fi (t)i) Is the actual execution time of step i.
4. The system for customer expectation management of an order according to claim 3, wherein the delivery time expectation error estimation unit determines whether there is a delay by calculating F (t)m) And F (t)0) Difference value Δ ofmI.e. deltam＝F(tm)-F(t0) If Δ ism> 0, this indicates that a delay may be expected.
5. The system for user expectation management of orders according to claim 4, wherein the basis for the presentation of the delay status and the active sending of the delay reminder to the terminal device of the corresponding user is as follows: 0 < deltam＜10％*F(t0) No delay is displayed; 10% F (t)0)≤Δm＜20％*F(t0) Displaying a delay state in the order state; deltam≥20％*F(t0) Actively sending a delay reminder to the terminal equipment of the corresponding user.
6. The system for managing user expectation of an order according to claim 4, wherein the front-end module further comprises a module for estimating content to be operated before the order is generated according to the characteristic data of the destination location, and sending the content to the terminal device of the corresponding user for displaying.
7. A method for managing user expectations of orders, comprising the steps of:
step 1, estimating the cost and delivery time of an order according to product information and user information, sending the estimated cost and delivery time of the order to terminal equipment of a corresponding user, and generating the order after receiving a confirmation instruction returned by the terminal equipment;
step 2, dividing the order execution process into n steps, wherein each step corresponds to a delivery time expectation fi (t)0) Then the lead time expectation for the completed order F (t)0) I.e. delivery time expectation fi (t) for each step0) The sum of (1);
step 3, when the order completes the mth step, using the actual time of completing the previous m steps and the lead time expectation of each step m +1 and later, calculating the lead time expectation F (t) of the new completed orderm)；
Step 4, calculating F (t)m) And F (t)0) Difference value Δ ofmI.e. deltai＝F(ti)-F(t0) Estimating whether the actual delivery time expectation of the order is delayed or not according to the estimated actual delivery time expectation, and displaying the delay state in the order details;
and 5, if the expected delay time of the estimated actual delivery time of the order exceeds a set threshold, actively sending a delay reminder to the terminal equipment of the corresponding user.
8. The method of claim 7, wherein when the order is completed, comparing the time actually spent to complete the order with the initial order completion delivery time expectation, converting the delay time into a cost compensation, and actively sending a cost compensation information reminder to the terminal device of the corresponding user.
9. The user expectation management method for the order according to claim 7 or 8, wherein the basis for the delay status display and the active sending of the delay reminder to the terminal device of the corresponding user is as follows: 0 < deltam＜10％*F(t0) No delay is displayed; 10% F (t)0)≤Δm＜20％*F(t0) Displaying a delay state in the order state; deltam≥20％*F(t0) Actively sending a delay reminder to the terminal equipment of the corresponding user.
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| CN111967720B (en) * | 2020-07-22 | 2024-03-08 | 汉海信息技术(上海)有限公司 | Scheduling method and system for network taxi taking |
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|---|---|---|---|---|
| WO2010037394A1 (en) * | 2008-10-01 | 2010-04-08 | Just-Eat Group Limited | Ordering system with terminal unit having barcode scanner |
| CN102298737A (en) * | 2011-08-16 | 2011-12-28 | 上海交通大学 | Customer commitment-oriented order management system and method thereof |
| CN104680383A (en) * | 2015-01-16 | 2015-06-03 | 上海我有信息科技有限公司 | Dispatch reminding system and method for order processing |
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| AU2011286167B9 (en) * | 2010-08-06 | 2015-11-12 | Masteda Labs Pty Ltd | Remote ordering apparatus and method |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2010037394A1 (en) * | 2008-10-01 | 2010-04-08 | Just-Eat Group Limited | Ordering system with terminal unit having barcode scanner |
| CN102298737A (en) * | 2011-08-16 | 2011-12-28 | 上海交通大学 | Customer commitment-oriented order management system and method thereof |
| CN104680383A (en) * | 2015-01-16 | 2015-06-03 | 上海我有信息科技有限公司 | Dispatch reminding system and method for order processing |
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