JP2014232377A - Operation support device, operation support method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an operation support device capable of presenting information appropriate for users in various skill levels.SOLUTION: The operation support device comprises: an acquisition unit for acquiring operation history of a plurality of users; a determination unit for, on the basis of the operation history acquired by the acquisition unit, determining a skill level for a predetermined operation of each of the plurality of users; and a presentation unit for presenting operation support information for supporting the predetermined operation performed by any of the plurality of users according to a skill level of the user.

Description

  The present invention relates to an operation support device, an operation support method, and a program.

  Conventionally, a technique for presenting highly relevant documents and information to a user using an operation history has been disclosed (see, for example, Patent Document 1).

JP 2002-207726 A

  However, in the technique shown in Patent Document 1, documents and information are presented to all users under the same conditions. For example, the same documents and information are presented to both low-skilled users and high-skilled users. Resulting in. For this reason, there is a case where a mismatch of information to be presented occurs, such as low information for a low skill user and too much information for a high skill user.

  The present invention has been made in view of such circumstances, and an object thereof is to provide an operation support apparatus, an operation support method, and a program that can present appropriate information to users of various skills. There is.

  This invention was made in order to solve the subject mentioned above, and one mode of the present invention is based on the acquisition history which acquires the operation history of a plurality of users, and the operation history which the acquisition portion acquired. A determination unit that determines a proficiency level of a predetermined operation of each of the plurality of users, and operation support information that supports the operation when any of the plurality of users performs the predetermined operation, And a presentation unit that presents according to the proficiency level.

  Further, according to one aspect of the present invention, the operation support device includes a classification unit that classifies each of the plurality of users into a group according to the proficiency level, and a group classified by the classification unit. A selection unit that selects the operation history having a high level of proficiency among the operation histories as a representative operation history, and the presenting unit is indicated in the representative operation history selected by the selection unit in the group Based on the operation, when the users in the group perform the predetermined operation, the operation support information for supporting the operation is presented.

According to another aspect of the present invention, in the operation support device, the presentation unit presents the operation support information based on the representative operation history selected by the selection unit at a second time point past the first time point. The second time point based on the proficiency level based on the operation history operated according to the presented operation support information between the second time point and the first time point of the user who is the subject to be performed The operation support information based on one of the representative operation history selected by the selection unit and the representative operation history selected by the selection unit at the first time point is presented.
Further, according to one aspect of the present invention, in the operation support device, the presenting unit has a first proficiency level that is the proficiency level based on the representative operation history selected by the selection unit at the first time point; The operation history between the second time point and the first time point of the user who is the target of presenting the operation support information based on the representative operation history selected by the selection unit at the second time point. Of these, based on the second proficiency level that is the proficiency level based on the operation history that matches the representative operation history selected by the selection unit at the second time point with a predetermined ratio or more. If the first proficiency level is higher than the first proficiency level, the operation support information based on the representative operation history selected by the selection unit at the first time point is presented, and the first proficiency level is higher than the first proficiency level. 2 proficiency level If higher characterized by presenting the operation support information based on the representative operation history which the selecting unit selects the second time point.

  Further, according to one aspect of the present invention, in the operation support device, the determination unit is based on at least one of a time required for the predetermined operation acquired from the operation history and an accuracy of the operation in the predetermined operation. And determining the proficiency level.

  One embodiment of the present invention is an operation support method for an operation support apparatus, the step of acquiring operation histories of a plurality of users, and a predetermined number of each of the plurality of users based on the acquired operation histories. The step of determining the proficiency level of the operation and the operation support information for assisting the operation when any one of the plurality of users performs the predetermined operation is presented according to the proficiency level of the user An operation support method comprising the steps of:

  Further, according to one embodiment of the present invention, a step of acquiring operation histories of a plurality of users in a computer, and a step of determining proficiency levels of predetermined operations of the plurality of users based on the acquired operation histories. And a step of presenting operation support information for supporting the operation when any one of the plurality of users performs the predetermined operation in accordance with the proficiency level of the user. It is a program.

  According to this invention, appropriate information can be presented to users of various skills.

It is a schematic block diagram which shows an example of a structure of the approval application system by 1st Embodiment. It is a flowchart which shows an example of the process which produces | generates the presentation content corresponding to a user's skill. It is a figure which shows an example of the application screen displayed on the display part of a terminal device. It is a figure which shows another example of the application screen displayed on the display part of a terminal device. It is a schematic block diagram explaining the structure of the operation assistance apparatus by 1st Embodiment. It is a figure which shows an example of the data structure of an operation log. It is a figure which shows an example of the data structure of the operation log made into a series for every operation. It is a figure which shows an example of a data structure of user information. It is a figure which shows an example of a data structure of a skill level definition file. It is a figure which shows an example of a data structure of user skill level information. It is a figure which shows an example of a data structure of presentation content information. It is a figure which shows an example of the data structure of a display pattern definition file. It is a flowchart which shows an example of the operation | movement of the process which produces | generates the presentation content information by 1st Embodiment. It is a figure explaining the 1st example of the information referred in the process shown in FIG. 13, or the information produced | generated. It is a figure explaining the 2nd example of the information referred in the process shown in FIG. 13, or the information produced | generated. It is a figure explaining the 3rd example of the information referred in the process shown in FIG. 13, or the information produced | generated. It is a figure explaining the 4th example of the information referred in the process shown in FIG. 13, or the information produced | generated. It is a figure explaining the 5th example of the information referred in the process shown in FIG. 13, or the information produced | generated. It is a figure explaining the 6th example of the information referred in the process shown in FIG. 13, or the information produced | generated. It is a flowchart which shows an example of operation | movement of the process which presents the operation assistance information by 1st Embodiment. It is a figure explaining the example of the information referred in the process shown in FIG. 20, or the information produced | generated. It is a flowchart which shows an example of the operation | movement of the process which produces | generates the presentation content information by 2nd Embodiment. It is a figure which shows an example of the data structure of past presentation content information. It is a flowchart which shows an example of the operation | movement of the process which produces | generates the presentation content information by 3rd Embodiment. It is a figure which shows an example of the data structure of a presentation level definition file. It is a flowchart which shows an example of the operation | movement of the process which presents the operation assistance information by 4th Embodiment.

Embodiments of the present invention will be described below with reference to the drawings.
<First Embodiment>
FIG. 1 is a schematic block diagram showing an example of the configuration of the approval application system according to the present embodiment. The approval application system 1 shown in FIG. 1 is a system that processes an approval application made when an employee purchases an article, settles travel expenses, or the like in a company. This approval application system 1 includes a plurality of terminal devices 100-N (N is a positive integer), an operation support device 200, and an approval application management device 300. Since each of the plurality of terminal devices 100-N has the same configuration, the terminal device 100 will be described without particular distinction.

  The approval application management apparatus 300 generates application information based on an approval application from a user who uses the terminal device 100 (an approval draft), and circulates the generated application information according to an approval route. Further, the approval application management apparatus 300 executes an approval process for the circulated application information based on the approval of the certifier (circulation approval) for the circulated application information.

  The terminal device 100 is communicably connected to the operation support device 200 and the approval application management device 300 via a network 10 such as a LAN (Local Area Network). The terminal device 100 receives an input of an approval application by a user (applicant) who makes an approval application using the approval application system 1 or an input of an approval by a user (approver) who approves the approval application. For example, the user (applicant) displays the item information regarding the item to be purchased, the information on the approver who is responsible for the budget for purchase, and the like according to the format shown on the application screen displayed on the display unit of the terminal device 100. Enter and apply for approval (draft proposal). At this time, the user is not necessarily familiar with the input operation for the approval application. For this reason, if the user does not know the operation method or the input contents, the user may use the help function during the approval application operation to obtain and check documents and information related to the operation method and input contents. is there. Here, since each user's skill (proficiency level) varies, for example, when documents and information related to operation methods and input contents are uniformly presented to the user under the same conditions, a low skill user (skill level) There may be a mismatch in the information presented, such as low information (low users) and too much information for high skill users (users with high proficiency). For this reason, there are cases where the user does not know the operation method and input contents due to lack of information, or performs an incorrect operation or input, or it is difficult to find necessary information due to too much information. . Therefore, a system that can support operations by presenting appropriate information to users of various skills is desired.

  The operation support apparatus 200 according to the present embodiment provides support related to the input operation to a user who uses the approval application system 1 by mediating between the approval application management apparatus 300 and the terminal apparatus 100. For example, the operation support apparatus 200 performs processing in cooperation with the approval application management apparatus 300 and displays operation support information (operation for supporting user operations) on an application screen for applying for approval to the approval application management apparatus 300. Present a guide. Specifically, the operation support apparatus 200 mediates between the terminal apparatus 100 and the approval application management apparatus 300, acquires a user operation log (operation history) in the terminal apparatus 100 from the terminal apparatus 100, and Based on the acquired operation log, the user's skill is determined, and operation support information corresponding to the user's skill is presented on the application screen displayed on the display unit of the terminal device 100 from the approval application management apparatus 300.

  In the approval application system 1, when performing an input operation on the application screen, in addition to the input operation on the application screen, the user can send various application files, circulation destinations, attachment files necessary for the application, An operation for searching a web page, an operation for opening and checking, an operation for displaying a help screen for checking an operation method, and the like are performed. The operation support apparatus 200 acquires not only the input operation to the application screen but also operation logs other than the input operation to the application screen described above.

[Overview of operation support processing]
First, an outline of operation support processing executed by the operation support apparatus 200 in the approval application system 1 of the present embodiment will be described.
FIG. 2 is a flowchart illustrating an example of a process in which the operation support apparatus 200 generates the presentation content corresponding to the user skill. It is assumed that the operation support apparatus 200 acquires a user operation log in the terminal apparatus 100 from the terminal apparatus 100. Moreover, the process which produces | generates this presentation content is performed at the preset timing (for example, once a day). Here, the terminal device 100 is described as acquiring and storing the user's operation log according to the user's operation. However, the present invention is not limited to this, and the operation support device 200 performs the user's operation. Accordingly, a configuration may be adopted in which a user operation log is acquired and stored.

  The operation support apparatus 200 sorts the user operation log by the user and the operation time (step S110). As a result, the operation log for each user becomes information that can be acquired by collecting a series of operation times. Then, the operation support apparatus 200 extracts a series of operation logs from the start operation to the end operation of each user for each item (step S120).

  Here, the above-mentioned “case” is, for example, an application case for applying for approval, and one application item for approval application corresponds to one case. In addition, a series of operation logs from the start operation to the end operation in one case is, for example, sent from the “new creation” operation for creating a new application information in the case “Approve” This refers to the operation log up to the “draft” operation.

  Next, the operation support apparatus 200 determines the skill level of the user based on a series of operation logs of each case extracted in step S120 (step S130). For example, the operation support apparatus 200 determines a user with a short operation time as a high skill user and a user with a long operation time as a low skill user based on the operation time from the start operation to the end operation. For example, the operation support apparatus 200 determines the skill level of the user based on a preset skill level and a threshold value of operation time for each level. Note that the accuracy of the operation may be determined based on whether or not each case that has been finalized is returned by the authorizer, and the determination of the accuracy of the operation may be added to the determination of the skill level of the user.

  Subsequently, the operation support apparatus 200 registers the presentation content corresponding to each skill level based on the series of operation logs of the users of each skill level determined in step S130 (step S140). For example, the operation support apparatus 200 selects the operation log with the highest skill in the series of operation logs of the user at each skill level, and associates the selected operation log (hereinafter also referred to as a representative operation log) with the skill level. And register it as a presentation. The operation support information based on the representative operation log registered as the presentation content at each skill level is presented to the user at each skill level. That is, the operation support apparatus 200 generates the presentation content so that the operation log with the highest skill in each skill level presents the operation support information as the operation targeted by the user at each skill level.

  Through the processing described above, the operation support apparatus 200 generates presentation contents for each skill level, and registers the generated presentation contents. When the user starts an approval application operation on the terminal device 100, the operation support device 200 displays operation support information based on the presentation contents according to the skill level of the user on the application screen provided by the approval application management device 300. And is supplied to the terminal device 100. The terminal device 100 receives the information on the application screen on which the operation support information is displayed and displays it on the display unit. For example, the application screen information described above is provided as web content (web page), and the terminal device 100 displays the received application screen on a web browser.

  FIG. 3 is a diagram illustrating an example of an application screen displayed on the display unit of the terminal device 100. The application screen shown in FIG. 3 can attach a file including “basic information” for inputting the subject, type of approval, etc., “circulation route” for setting the circulation route, and related information. It is divided into three input items (sections) “attached file”. In the application screen, operation support information (operation guide) corresponding to each input item is displayed near the right side of each input item. The displayed operation support information is based on the operation log selected as the presentation content of each skill level. For example, the displayed operation support information is displayed so that a page displayed by an operation performed on each input item is a link destination. The Therefore, the user can obtain necessary information suitable for his / her skill by operating the operation support information displayed in the vicinity of each input item.

  In the example shown in FIG. 3, as operation support information corresponding to the “basic information” section, information indicating a link to information (an approval pattern list, a purchase guideline, etc.) regarding the type of approval and entry contents is displayed. . In addition, as operation support information corresponding to the “circulation route” section, links to information related to circulation destination setting rules and information to search for circulation destinations (delegation internal rules, service specification book, name list system, electronic phone book, etc.) The information shown is displayed. Also, as operation support information corresponding to the “Attached file” section, information indicating the required attached file (for example, estimate, receipt, etc.) depending on the type of approval, and information indicating a link to FAQ (Frequently Asked Questions) Is displayed.

  FIG. 4 is a diagram illustrating an example of an application screen that is displayed to a high skill user than the application screen illustrated in FIG. 3. In the application screen shown in FIG. 4, operation support information is displayed based on an operation log by a high skill user who has few operations related to input on the application screen (operations other than the input operation on the application screen). That is, on this application screen, for example, operation support information based on an operation log without an operation for confirming a basic operation method is displayed. Therefore, the number of items of operation support information displayed is smaller than that of the application screen shown in FIG. 3, and the operation support information displayed is not information related to the basic operation.

  For example, in the example shown in FIG. 4, as operation support information corresponding to the “basic information” section, information indicating a link to information (an approval pattern list, a purchase guideline, etc.) relating to an approval type and entry contents is not displayed. A user at this skill level can input an operation on the application screen without performing an operation for confirming the type of approval from the list. Here, as operation support information corresponding to the “basic information” section, information indicating a link to application information of the same approval type in the past is displayed. In this case, for example, the user can easily input to the application screen by referring to the application information of the same approval type in the past by referring to the link destination. Further, the operation support information corresponding to the “circulation route” section has fewer links to information (search system) for searching for circulation destinations than the example shown in FIG. Further, as the operation support information corresponding to the “attached file” section, information indicating a link destination to information indicating an attached file (for example, estimate, receipt, etc.) required depending on the type of approval is not displayed. A user of this skill level knows the type of attached file necessary according to the type of approval and does not perform an operation for confirmation. Here, information prompting confirmation of the attached file is displayed.

  As described above, the operation support apparatus 200 presents operation support information corresponding to the skill of the user in the vicinity of each input item on the application screen, and thus can present appropriate information to users of various skills. .

  In the outline of the operation support process according to the above-described embodiment, the process of presenting the operation support information based on the operation log of the user at the skill level according to the user skill has been described. However, according to the user skill Alternatively, operation support information predetermined for each skill level may be presented. For example, the operation support information at each skill level shown in FIGS. 3 and 4 may be determined in advance in association with each skill level.

[Configuration of operation support device]
Next, the configuration of the operation support apparatus 200 according to the present embodiment will be described in detail with reference to FIG. FIG. 5 is a schematic block diagram illustrating the configuration of the operation support apparatus 200 according to the present embodiment. In FIG. 5, portions corresponding to the respective portions in FIG.

  The operation support apparatus 200 includes a storage unit 210, a temporary storage unit 220, a presentation content generation unit 230, and a presentation unit 240. The storage unit 210 stores various data and information necessary for the operation support apparatus 200 to supply operation support information to the terminal device 100 based on the user operation log.

  The storage unit 210 illustrated in FIG. 5 includes an operation log storage unit 211, a user information storage unit 212, a skill level definition storage unit 213, a user skill level storage unit 214, a presentation content storage unit 215, and past presentation content. A storage unit 216 and a display pattern definition storage unit 217 are provided.

  The operation log storage unit 211 is a database that stores operation logs of user operations performed on the terminal device 100. FIG. 6 is a diagram illustrating an example of a data configuration of an operation log stored in the operation log storage unit 211. As shown in FIG. 6, the operation log storage unit 211 stores “time”, “IP address”, “operation content”, and “operation target ID” in association with each other as an operation log (reference numeral 510). “Time” is information indicating the time when the operation was performed. The “IP address” is identification information for identifying the terminal device 100 on which the operation is performed, and is used here to specify the operated user. The “operation content” is information indicating the operation content (for example, “new creation”, “search”, “decision draft”, etc.). “Operation target ID” is identification information for identifying the operation target. Here, the operation target is, for example, an application item in the approval application system 1, a search system used when the user searches for information, a document file or a web page displayed on the display unit of the terminal device 100 by the user. . As an example of a specific data structure of the operation log, for example, as shown in FIG. 7, “time”, “IP address”, “operation content”, and “operation object ID” are a series for each operation. A data structure may be used.

  The user information storage unit 212 is a database that stores user information of users who use the approval application system 1. FIG. 8 is a diagram illustrating an example of a data configuration of user information stored in the user information storage unit 212. As shown in FIG. 8, the user information storage unit 212 stores “user ID” and “IP address” in association with each other as user information (reference numeral 520). “User ID” is identification information for identifying a user, and is associated with the “IP address” of each terminal device 100 used by each user. For example, the user information is stored in the user information storage unit 212 based on registration information when a user is registered to use the approval application system 1. The user information includes information other than “user ID” and “IP address” (for example, user name, employee number, etc.).

  The skill level definition storage unit 213 stores a skill level definition file for determining the skill level of the user's operation. FIG. 9 is a diagram illustrating an example of a data configuration of a skill level definition file stored in the skill level definition storage unit 213. As shown in FIG. 9, the skill level definition storage unit 213 stores a skill level definition file (reference numeral 530) associated with “skill level”, “average operation time”, and “return rate”. “Skill level” indicates the skill level of the operation. Here, the four skill levels (“early time / low return”, “time late / low return”, “early time / high return”, "Time delay / returned amount") is defined. In “average operation time”, a threshold value of operation time per case when determining the skill level is set. The “return rate” is set with a threshold value of the ratio at which the application information proposed by each user is returned when determining the skill level. For example, it is defined that a user whose “average operation time” is less than 10 minutes (<10 min) and whose “return rate” is less than 10% (<10%) is determined to have the skill level “early time / return less”. Has been. The definition file for determining the skill level is preset and stored in the skill level definition storage unit 213. Further, the skill level definition file may be configured to be amendable at an arbitrary timing.

  The user skill level storage unit 214 is a database that stores user skill level information indicating the skill level of the user determined based on the operation log. FIG. 10 is a diagram illustrating an example of a data configuration of user skill level information stored in the user skill level storage unit 214. As shown in FIG. 10, the user skill level storage unit 214 stores “user ID”, “current skill level”, “presentation start date”, “Nth previous skill level” as user skill level information (reference numeral 540). , And “N-th previous presentation start date” are stored in association with each other (N is a natural number). “User ID” is identification information for identifying a user of the determined skill level. “Current skill level” is information indicating the current skill level determined last. “Presentation start date” indicates the date when the presentation of the operation support information based on the operation log in which the current skill level is determined is started. The user skill level information is updated to the newly determined skill level according to the determination of the skill level, and the “current skill level” before the update is “the previous skill level”. As “skill level”, “skill level of one time before” is stored as “skill level of two times before”. That is, the user skill level storage unit 214 associates and stores “N-th previous skill level” and “N-th previous presentation start date”, which are information related to past skill levels, as user skill level information (reference numeral 540). .

  The presentation content storage unit 215 is a database that stores presentation content information indicating the presentation content based on the representative operation log of each skill level. FIG. 11 is a diagram illustrating an example of the data configuration of the presentation content information stored in the presentation content storage unit 215. As shown in FIG. 11, the presentation content storage unit 215 stores “skill level” and “operation order” in association with each other as presentation content information (reference numeral 550). The “operation order” is information in which “operation information” based on “operation contents” and “operation target ID” indicated in the representative operation log selected at each skill level is arranged in the operation order.

  The past presentation content storage unit 216 is a database that stores past presentation content information. For example, when the presentation content information is updated in the presentation content storage unit 215, the presentation content information before the update is registered (stored) in the past presentation content storage unit 216.

  The display pattern definition storage unit 217 stores a display pattern definition file indicating the display contents of the operation support information (operation guide) displayed on the terminal device 100. FIG. 12 is a diagram illustrating an example of a data configuration of a display pattern definition file stored in the display pattern definition storage unit 217. As shown in FIG. 12, the display pattern definition storage unit 217 stores a display pattern definition file (reference numeral 560) in which “operation information” and “display contents” are associated with each other. “Operation information” is information including “operation content” and “operation target ID” of the operation log. “Display content” is a display pattern of operation support information (operation guide) corresponding to “operation information” (content displayed as operation support information (operation guide) on the application screen in the terminal device 100). For example, “display content” corresponding to “operation information” is applied as operation support information (operation guide) based on “operation information” included in “operation order” of the presentation content information stored in the presentation content storage unit 215 Displayed on the screen. The display pattern definition file is set in advance and stored in the display pattern definition storage unit 217. Further, the display pattern definition file may be configured to be corrected at an arbitrary timing.

  The temporary storage unit 220 temporarily stores information generated in the course of processing performed by the operation support apparatus 200. For example, the temporary storage unit 220 includes various types of information generated during the process when the operation support apparatus 200 generates the presentation content information based on the operation log, and screen information on the application screen displayed on the display unit of the terminal device 100 ( For example, an HTML (HyperText Markup Language) file) is stored.

  The storage unit 210 or the temporary storage unit 220 is a hard disk device, a magneto-optical disk device, a nonvolatile memory such as a flash memory, a storage medium that can only be read such as a CD-ROM, or a RAM (Random Access Memory). A volatile memory or a combination thereof may be used.

  The presentation content generation unit 230 generates presentation content information based on the user operation log and registers (stores) the presentation content information in the presentation content storage unit 215. As shown in FIG. 5, the presentation content generation unit 230 includes an operation log acquisition unit 231, an operation log processing unit 232, a skill level determination unit 233, a classification unit 234, and a representative operation log selection unit 235. Yes.

  The operation log acquisition unit 231 acquires a user operation log from the terminal device 100. For example, the operation log acquisition unit 231 acquires an operation log of a user input operation on the application screen in the approval application system 1 and an operation performed during the input operation on the application screen from the terminal device 100 and stores the operation log. Stored in the unit 211.

  Here, the operation log acquisition unit 231 acquires, for example, the user operation log stored in the terminal device 100 from the terminal device 100 every time the operation of one item is completed. Note that the operation log acquisition unit 231 may sequentially acquire an operation log of the user from the terminal device 100 in response to a user operation on the terminal device 100.

  The operation log processing unit 232 executes various processes such as sorting (rearrangement), replacement, and calculation on the information (data) included in the operation log acquired by the operation log acquisition unit 231, thereby performing various types of information. Is generated. For example, based on the operation log acquired by the operation log acquisition unit 231, the operation log processing unit 232 indicates “attributes” indicating attribute information such as an operation time required for each user's operation for each item and whether or not there is a return for each item. Attribute information list "is generated. Further, the operation log processing unit 232 generates a “user attribute information list” indicating the average value (average operation time, return rate, etc.) of the attribute information of each user's case based on the generated case attribute information list. . The case attribute information list and the user attribute information list generated by these operation log processing units 232 are stored in the temporary storage unit 220 so that they can be used in other processes.

  The skill level determination unit 233 determines the skill level of each user based on the user attribute information list generated by the operation log processing unit 232 and the skill level definition file stored in the skill level definition storage unit 213. That is, the skill level determination unit 233 determines the skill level (skill level) of the operation (predetermined operation) in the approval application system 1 for each of a plurality of users based on the operation log acquired by the operation log acquisition unit 231. In addition, the skill level determination unit 233 generates user skill level information in which the determined skill level is associated with the “user ID” of each user, and stores the user skill level information in the user skill level storage unit 214.

  The classification unit 234 classifies (groups) each user into groups according to the skill level (skill level) of each user determined by the skill level determination unit 233. For example, the classification unit 234 defines each of a plurality of users registered in the approval application system 1 in a skill level definition file (see reference numeral 530 in FIG. 9) stored in the skill level definition storage unit 213. Skill level of one of the four skill levels (“Time early / low return”, “Time delay / low return”, “Time early / high return”, “Time late / high return”) Classify into: Further, the classification unit 234 classifies each case in the case information list based on the skill level of the user based on the case attribute information list indicating the attribute information for each case and the user skill level information.

  The representative operation log selection unit 235 represents an operation log having a high skill level (skill level) among operation logs (that is, operation logs defined as the same skill level) included in the group classified by the classification unit 234. Select as operation log. For example, the representative operation log selection unit 235 selects an operation log (best operation log) having the highest skill level (skill level) in the group as the representative operation log. Further, the representative operation log selection unit 235 associates the operation information included in the representative operation log with the skill level of the group based on the selected representative operation log, and stores it in the presentation content storage unit 215 as presentation content information. .

  The representative operation log may be the operation log of the item with the highest skill level among the operation logs of all users in the group (all users determined to have the same skill level) or the highest skill level in the group. The operation log of the item with the highest skill level among the operation logs of each item operated by a user with a high level may be used.

  The presentation unit 240 adds operation support information (operation guide) based on the presentation content information stored in the presentation content storage unit 215 and the display pattern definition file stored in the display pattern definition storage unit 217. Generated application screen information. Specifically, the presentation unit 240 receives application screen information from the approval application management apparatus 300, generates application screen information in which operation support information (operation guide) is added to the received application screen information, and temporarily stores the application screen information. 220. For example, the presentation unit 240 generates the application screen information as web content (web page) that can be displayed by the web browser of the terminal device 100. Further, the presentation unit 240 transmits the generated application screen information to the requested terminal device 100 in response to a request from the terminal device 100.

  Thereby, the terminal device 100 can display the application screen to which the operation support information (operation guide) is added based on the application screen information received from the operation support device 200. For example, the terminal device 100 can display an application screen based on the received application screen information on a web browser.

[Operation support processing operations]
Next, the operation support process performed by the operation support apparatus 200 will be described.
First, an example of processing in which the presentation content generation unit 230 of the operation support apparatus 200 generates the presentation content information will be described, and then the presentation unit 240 operates the operation support information based on the presentation content information generated by the presentation content generation unit 230. The process of presenting will be described.

Hereinafter, an example of processing for generating the presentation content information will be described with reference to FIGS. 13 to 19.
FIG. 13 is a flowchart illustrating an example of the operation of the process for generating the presentation content information according to the present embodiment. 14 to 19 are diagrams for explaining examples of information to be referred to or generated in the process shown in FIG. FIG. 13 shows a detailed example of the process shown in FIG. 2, and the same reference numerals are given to the portions corresponding to the processes of steps S110, S120, S130, and S140 shown in FIG. For example, step S110 shown in FIG. 2 corresponds to steps S111 and S112 shown in FIG. 13, and step S120 shown in FIG. 2 corresponds to step S120 shown in FIG. 2 corresponds to steps S131, S132, and S133 shown in FIG. 13, and step S140 shown in FIG. 2 corresponds to steps S141, S142, and S146 shown in FIG.

  The operation log processing unit 232 sorts the operation logs acquired by the operation log acquisition unit 231 and stored in the operation log storage unit 211 by “IP address” and “operation time” (step S111). Then, the operation log processing unit 232 stores the sorted operation log in the temporary storage unit 220. Reference numeral 610 in FIG. 14 shows an example of an operation log in which the operation log (reference numeral 510) is sorted by “IP address” and “operation time”.

  Next, the operation log processing unit 232 refers to the user information (reference number 520) stored in the user information storage unit 212, and sets the “IP address” of the operation log (reference number 610) sorted in step S111 to “user” Replace with “ID” (step S112). Then, the operation log processing unit 232 stores the operation log (hereinafter referred to as “user operation log”) in which the “IP address” is replaced with the “user ID” in the temporary storage unit 220. FIG. 14 shows an example of a user operation log (symbol 620) in which “IP address” of the sorted operation log (symbol 610) is replaced with “user ID”.

  That is, the operation support apparatus 200 generates an operation log of each user sorted by the user (user ID) and the operation time. As a result, the operation log for each user can be acquired by a group of a series of operation times (for example, a group for each case).

  Subsequently, the operation log processing unit 232 extracts a series of operation logs from the start operation to the end operation for each item from the generated user operation log (step S120). Here, the operation contents of the start operation and the end operation are “new creation” and “draft proposal”, respectively. First, the operation log processing unit 232, in the user operation log (symbol 620), a series of operation logs (hereinafter referred to as “temporary series operation log”) from “new creation” to “decision draft” that are the same case by the operation target ID Is extracted for each case. The operation log processing unit 232 stores the temporary series operation log in the temporary storage unit 220. FIG. 15 shows an example of a “temporary series operation log list” (reference numeral 630) that is a set of temporary series operation logs for each case extracted from the user operation log (reference numeral 620).

  Next, the operation log processing unit 232 has the same operation target ID for the temporary series of operation logs for each case included in the temporary series of operation log list (reference numeral 630), and the “draft proposal” A series of operation logs for each case, including operation logs of operation contents not included in the operation contents up to (for example, “approval approval”, “send back”, etc., with the same operation target ID and different user IDs) (Hereinafter referred to as “a series of operation logs”). Then, the operation log processing unit 232 stores the series of operation logs in the temporary storage unit 220. FIG. 16 shows a series of operation logs for each case obtained by adding operation logs such as “approval approval” and “send back” to the temporary series operation log for each case included in the “temporary series operation log list” (reference numeral 630). An example of a “series operation log list” (reference numeral 640) that is a set is shown.

  As described above, in the process of step S120, the operation log processing unit 232 first performs an operation from the start operation to the end operation of the user who drafts the case as a series of operation logs from the start operation to the end operation for each case. “Temporary series operation log” that is a log is extracted, and then the operation details (for example, “approval approval”, “send back”, etc.) of the approver of the matter are added to the “temporary series operation log”. Log "is generated.

  Next, the operation log processing unit 232 obtains attribute information for each case based on the series of operation logs for each case extracted in step S120 (step S131). Here, the attribute information for each case is, for example, “operation time” from the start operation to the end operation for each case, and information indicating whether or not it has been returned by the authorizer (whether or not “return” is present). .

  For example, the operation log processing unit 232 calculates, for each item, the difference in time from the operation time of “new creation” to the operation time of “decision draft” as “operation time”. Further, the operation log processing unit 232 determines whether or not “send back” exists based on whether or not an operation log whose operation content is “send back” is included in the series of operation logs for each case. Then, the operation log processing unit 232 associates the information indicating the calculated “operation time” and the information indicating the presence / absence of the determined “return” with the “case ID” and the “user ID” (applicant). A “case attribute information list” indicating attribute information for each is generated and stored in the temporary storage unit 220. Here, “case ID” is identification information for identifying each case in the series of operation logs. FIG. 16 shows an example of a case attribute information list (symbol 650) indicating attribute information for each case.

  Next, the operation log processing unit 232 performs grouping for each user indicating attribute information for each case based on the case attribute information list generated in step S131, and obtains attribute information for each user (step S132). Here, the attribute information for each user is, for example, an “average operation time” indicating an average of “operation time” required for each user's case, and a case returned by the approver of each user's case. It is a “return rate” indicating the ratio of

  For example, the operation log processing unit 232 determines the “average operation time” and “return rate” for each user based on the attribute information for each case grouped for each user (whether “operation time” and “return” are present). Is calculated. Then, the operation log processing unit 232 creates a “user attribute information list” indicating attribute information for each user in which the calculated “average operation time” and “return rate” are associated with the “user ID” (applicant). And stored in the temporary storage unit 220. FIG. 16 shows an example of a user attribute information list (symbol 660) indicating attribute information for each user.

  Next, the skill level determination unit 233 determines the skill level of the user based on the attribute information for each user (for example, “average operation time”, “return rate”, etc.). For example, as shown in FIG. 17, the skill level determination unit 233 refers to the skill level definition file (reference numeral 530) stored in the skill level definition storage unit 213, and the user attribute information list generated in step S132 The attribute information (for example, “average operation time”, “return rate”, etc.) for each user in (reference numeral 660) is replaced with “skill level”, and the replaced “skill level” and “user ID” (applicant) Is stored in the user skill level storage unit 214 (step S133).

  As described above, the operation support apparatus 200 determines the skill level of the user based on the series of operation logs of the respective cases through the processes of steps S131, S132, and S133 (the process of step S130).

  Next, the classification unit 234 groups attribute information for each case according to the skill level of the operated user (step S141). For example, as illustrated in FIG. 18, the classification unit 234 refers to the user skill level information (reference 540), and based on the skill level for each user determined in step S133 (S130), the item attribute information (reference code 650) by replacing the “user ID” for each case included in “650” with “skill level” (current skill level), a skill level-specific case information list (reference number 670) in which each case is classified by user skill level. Generated and stored in the temporary storage unit 220.

  Subsequently, the representative operation log selection unit 235 determines the best (high skill level) from the attribute information for each case (for each case of the user with the same skill level) in each group grouped according to the skill level of the user in step S141. The item of attribute information is selected as a representative operation log for each group (step S142). For example, as illustrated in FIG. 19, the representative operation log selection unit 235 determines the most skill level of the cases in the group of each skill level based on the skill level-specific case information list (reference number 670) generated in step S141. Items with high attribute information are selected as the representative operation log. In this example, the representative operation log selecting unit 235 selects the operation log of the case A having the attribute information with the highest skill level as the representative operation log among the cases in the group having the skill level “time delay / return many”. Is shown. The item with attribute information with the highest skill level is, for example, the item with the shortest “operation time” among the items without “send back”.

  Then, the representative operation log selection unit 235 registers the operation log (representative operation log) of the selected item as the presentation content (step S146). For example, as shown in FIG. 19, the representative operation log selection unit 235 refers to the temporary series operation log list (reference numeral 630) and corresponds to the case of the selected representative operation log (in this case, the operation log of case A). The “operation information” based on the “operation content” and the “operation target ID” included in the temporary series operation log to be stored in the presentation content storage unit 215 as the presentation content information (reference numeral 550) in association with the skill level of the group. Remember me.

  As described above, the operation support apparatus 200 registers the presentation content corresponding to each skill level based on the series of operation logs of the users of each skill level by the processes of steps S141, S142, and S146 (the process of step S140).

Next, referring to FIG. 20 and FIG. 21, a process in which the presentation unit 240 presents the operation support information to the user (applicant) terminal device 100 based on the presentation content information generated by the presentation content generation unit 230. explain.
FIG. 20 is a flowchart illustrating an example of operation of presenting operation support information according to the present embodiment. FIG. 21 is a diagram illustrating an example of information referred to or generated in the process illustrated in FIG. Here, before the user (applicant) starts the application for approval in the terminal device 100, the skill level of the user (applicant) has already been determined, and the user skill level storage unit 214 stores the user skill. Assume that it is stored as level information. Also, it is assumed that the presentation content storage unit 215 stores presentation content information indicating the presentation content based on the representative operation log of each skill level.

  First, the presentation unit 240 acquires the skill level of the user (applicant) who starts the approval application operation in the terminal device 100 (step S210). For example, the presentation unit 240 is stored in the user skill level storage unit 214 based on the user ID of the user (applicant) included in the login information when the user (applicant) logs in to the approval application system 1. The skill level of the user (applicant) is acquired from the existing user skill level information (see reference numeral 540 in FIG. 10).

  Next, the presentation unit 240 corresponds to the skill level of the user (applicant) acquired in step S210 from the presentation content information (reference numeral 550) registered for each skill level stored in the presentation content storage unit 215. Presentation content information to be selected (in the example shown in FIG. 21, presentation content information with a skill level of “time delay / returned many”) is selected (step S220).

Subsequently, the presentation unit 240 divides “operation information” included in the presentation content information selected in step S220 for each input item (step S230). Here, the input items are input items (sections) that are classified on the application screen when inputting the approval application. For example, the “basic information”, “circulation route”, and the like shown in FIGS. “Attached file” or the like. For example, as shown in FIG. 21, the presentation unit 240 is included in the “operation order” of the presentation content information selected corresponding to the skill level of the user (applicant) in the presentation content information (reference numeral 550). The “operation information” is divided and input item-by-input item content information (symbol 680) indicating “operation information” divided for each input item is generated and stored in the temporary storage unit 220.

  Also, the presentation unit 240 presents operation support information corresponding to “operation information” for each input item in association with each input item based on the generated input item-specific presentation content information (reference numeral 680) (step S240). ). For example, as shown in FIG. 21, the presentation unit 240 is based on the generated input item-specific presentation content information (reference number 680) and the display pattern definition file (reference number 560) stored in the display pattern definition storage unit 217. Then, application screen information to which “display content” corresponding to each input item is added as operation support information (operation guide) is generated. Then, the presentation unit 240 transmits the generated application screen information to the requested terminal device 100 in response to a request from the terminal device 100. Thereby, an application screen (for example, an application screen as shown in FIG. 3 or FIG. 4) presenting operation support information (operation guide) can be displayed on the display unit of the terminal device 100.

(Summary)
As described above, the operation support apparatus 200 according to the present embodiment includes the operation log acquisition unit 231 (acquisition unit) that acquires operation logs (operation histories) of a plurality of users, and the operation acquired by the operation log acquisition unit 231. A skill level determination unit 233 (determination unit) that determines a skill level (skill level) of a predetermined operation of each of a plurality of users based on a log (operation history); In addition, the operation support apparatus 200 includes a presentation unit 240, and displays operation support information that supports the operation when any one of a plurality of users performs a predetermined operation, with the skill level of the user ( Present according to proficiency level.

That is, the operation support apparatus 200 presents operation support information corresponding to the skill level of the user based on the skill level (skill level) determined based on the user operation log.
Thereby, since the operation assistance apparatus 200 can present the operation assistance information according to a user's own skill level with respect to a user, he can present appropriate information with respect to the user of various skills.

  Therefore, according to this embodiment, since information suitable for each user's skill is appropriately presented, the efficiency of the input operation and the accuracy of the input operation can be improved, and the skill improvement of the user is facilitated. .

  For example, the skill level determination unit 233 (determination unit) determines the time required for a predetermined operation acquired from the operation log (operation history) (for example, “operation time” required for the operation from the operation start to the operation end) and the predetermined The skill level (skill level) is determined based on at least one of the operations accuracy (for example, “return rate”).

  Thereby, the operation support apparatus 200 can determine the skill level based on the operation time required for the predetermined operation, and determines the skill level not only by the speed of the operation but also by the accuracy of the operation. can do.

  The operation support apparatus 200 also classifies each of a plurality of users into groups according to skill levels (skill levels), and operation logs (operations) included in the group for each group classified by the classification unit 234. A representative operation log selection unit 235 (selection unit) that selects an operation log (operation history) having a high skill level (skill level) in the history) as a representative operation log (representative operation history). Then, the presentation unit 240 performs a predetermined operation by a user in the group based on the operation indicated in the representative operation log (representative operation history) selected by the representative operation log selection unit 235 (selection unit) in the group. Operation support information for supporting the operation is presented.

That is, the operation support apparatus 200 groups each of the plurality of users according to the skill level (skill level) and performs an operation with a high skill level (skill level) in the group for each group user. The operation support information based on the operation (operation content, operation target, operation order, etc.) indicated in the log is presented.
Thereby, the operation assistance apparatus 200 can present the operation assistance information according to the skill level of the user in the group. In addition, since the operation support apparatus 200 presents operation support information based on an operation with a high skill level (skill level) in the group, the user in the group needs a user whose skill is slightly higher than the user himself / herself. The operation can be easily performed, and the skill of the user can be improved.

<Second Embodiment>
Next, a second embodiment of the present invention will be described. Since the configuration of the approval application system 1 of the present embodiment is the same as that of the first embodiment, a characteristic process in the present embodiment will be described. In the present embodiment, when the representative operation log selection unit 235 stores the presentation content information in the presentation content storage unit 215 based on the selected representative operation log, the presentation content information is compared with the past representative operation log. The update process will be described.

  The operation support apparatus 200 compares the selected representative operation log (current representative operation log) with the past representative operation log, and presents operation support information based on the better representative operation log. Thus, the operation support apparatus 200 continues to present the operation support information (operation guide) if the operation support information (operation guide) based on the past representative operation log is highly effective in improving the user's operation skill. If the effect is low, operation support information (operation guide) can be presented based on the current representative operation log.

  Specifically, the operation support apparatus 200 acquires the operation log of the case that has been operated since the start of the presentation of the operation support information (operation guide) based on the representative operation log selected one time before, and the acquired case Are compared with the representative operation log selected this time (for example, the operation log with the highest skill in the group). Even after the start of the presentation of the operation support information, the user does not always operate with reference to the presented operation support information. Therefore, the “average operation time” and “average return rate” of the cases that are likely to have been operated with reference to the presented operation support information among the cases after the start of presentation of operation support information are The target is to be compared with the selected representative operation log. Thereby, the operation log of the user who does not refer to (do not use) the operation support information can be excluded from the operation log for determining the effect of the operation support information.

  Here, the case that is likely to be operated with reference to the presented operation support information is, for example, the representative operation log (“operation order”) selected one time before that is the basis of the presented operation support information. ”) And a predetermined ratio or more (for example, 70% or more) of the operation logs can match.

  The above-mentioned predetermined ratio is a condition that is determined in advance to determine that the case is likely to be operated with reference to the operation support information, and the above 70% is an example. Depending on the content or skill level, it may be set to a ratio higher than 70% or a ratio lower than 70%.

  Next, with reference to FIG. 22, the operation of the process for generating the presentation content information according to the present embodiment will be described. FIG. 22 is a flowchart illustrating an example of an operation of generating presentation content information according to this embodiment. The process shown in FIG. 22 is different from the process shown in FIG. 13 in that the process in step S140 includes the processes in steps S143, S144, and S145. Here, only the process in step S140 is shown. In FIG. 22, the same processes as those shown in FIG. 13 are denoted by the same reference numerals, and the description thereof is omitted.

  When the representative operation log selection unit 235 selects the representative operation log in step S142, the representative operation log selection unit 235 determines whether or not the presentation content of the skill level corresponding to the selected representative operation log group has already been registered (step S143). For example, the representative operation log selection unit 235 determines whether or not the presentation content information of the corresponding skill level is stored in the presentation content storage unit 215.

  In step S143, when it is determined that the presentation content of the corresponding skill level is not already registered (step S143: NO), the representative operation log selection unit 235 presents the operation log (representative operation log) of the currently selected case. The contents are registered (step S146). For example, the representative operation log selection unit 235 causes the presentation content storage unit 215 to store the presentation content information based on the operation log (representative operation log) of the case selected this time.

  On the other hand, if it is determined in step S143 that the content of the corresponding skill level has already been registered (step S143: YES), the representative operation log selection unit 235 determines the attribute of the case (representative operation log) selected this time. The information is compared with the attribute information of the case that is the target of the operation support information based on the registered (past) presentation content (step S144).

  Specifically, the representative operation log selection unit 235 selects a case that has been operated since the start of the presentation of the operation support information (operation guide) based on the representative operation log selected one time before and the previous one. A case where the representative operation log ("operation order") and the operation log that is equal to or higher than a predetermined ratio (for example, 70% or more) matches the operation log as the operation support information presentation target based on the registered (past) presentation content Get the operation log of the matter. Then, the representative operation log selection unit 235 calculates an “average operation time” and an “average return rate” based on the attribute information (“operation time” and “return rate”) of each acquired case. The “average operation time” and the “average return rate” are compared with the attribute information (“operation time” and “return rate”) of the representative operation log selected this time (for example, the operation log with the highest skill).

  Next, as a result of the comparison in step S144, the representative operation log selection unit 235 has registered the attribute information (“operation time”, “return rate”) of the currently selected case (representative operation log) (past ) Whether to compare with the attribute information (“average operation time” and “average return rate”) of the items for which operation support information is to be presented based on the presentation contents of) (whether the skill level is high) Is determined (step S145).

  In step S145, when it is determined that the attribute information (“operation time”, “return rate”) of the currently selected case (representative operation log) is better (higher skill level) (step S145: YES), The representative operation log selection unit 235 registers the operation log (representative operation log) of the case selected this time as the presentation content (step S146). In other words, the representative operation log selection unit 235 updates the presentation content information (reference numeral 550) stored in the presentation content storage unit 215 to presentation content information based on the operation log (representative operation log) of the currently selected item.

  In addition, the operation support apparatus 200 uses the above-calculated “average operation time” to calculate the presentation content information (presentation content information based on the representative operation log selected once before) stored in the presentation content storage unit 215 until then. ”And“ average return rate ”are stored in the past presentation content storage unit 216.

  FIG. 23 is a diagram illustrating an example of a data configuration of past presentation content information stored in the past presentation content storage unit 216. The past presentation content information (symbol 690) shown in FIG. 23 is associated with “skill level”, “operation order”, “average operation time”, and “average return rate”. “Skill level” and “operation order” are, for example, “skill level” and “operation order” included in the presentation content information based on the representative operation log selected one time before. The “average operation time” and “average return rate” are items that have been operated after the start of the presentation of the operation support information based on the presentation content information, and the “operation order” included in the presentation content information and a predetermined amount. These are “average operation time” and “average return rate” of cases where the operation logs are equal to or greater than the ratio (for example, 70% or more).

  Returning to FIG. 22, on the other hand, when it is determined in step S145 that the attribute information (operation time, return rate) of the case (representative operation log) selected this time is not better (skill level is lower) (step S145). : NO), the representative operation log selection unit 235 ends the process of generating the presentation content information without updating the presentation content information (reference numeral 550) stored in the presentation content storage unit 215.

  That is, when presenting operation support information (operation guide), the presentation unit 240 continues to present operation support information (operation guide) based on the representative operation log selected one time before.

(Summary)
As described above, the presentation unit 240 of the operation support apparatus 200 according to the present embodiment has the representative operation log selection unit 235 (selection unit) in the past (first time, second time) from the current time (first time point). Between the past (one time before, the second time) and the current time (the first time) of the user who is the target of presenting the operation support information based on the representative operation log (representative operation history) selected by The representative operation selected by the representative operation log selection unit 235 (selection unit) in the past (first time, second time point) based on the skill level (skill level) based on the operation log operated according to the presented operation support information Operation support information based on one of the log and the representative operation log selected by the representative operation log selection unit 235 (selection unit) at this time (first time point) is presented.
For example, the skill level (skill level) based on the representative operation log selected by the representative operation log selection unit 235 (selection unit) at this time (first time point) is set as the first master level. In addition, the past (one time) of the user who is the target of presenting the operation support information based on the representative operation log selected by the representative operation log selection unit 235 (selection unit) in the past (one time before, the second time point). Of the operation logs from the previous time (second time point) to the current time (first time point), the skill level (skill level) based on the operation log that matches the representative operation log by a predetermined ratio or more is set to the second skill level. Degree. And presentation part 240 is this time (1st time), when the 1st proficiency is higher than the 2nd proficiency based on the above-mentioned 1st proficiency and the 2nd proficiency. Operation support information based on the selected representative operation log is presented. On the other hand, based on the first proficiency level and the second proficiency level, the presentation unit 240 determines whether the second proficiency level is higher than the first proficiency level. Operation support information based on the representative operation log selected at the time) is presented.

  That is, the operation support apparatus 200 selects whether to continue the past presentation contents as they are or to update the present presentation contents to be selected based on the subsequent skill level of the user who is the target of the past presentation contents. To do. For example, the operation support apparatus 200 displays the presentation content when the subsequent skill level of the user who is the target of the past presentation content is better than the representative operation log selected this time (when the skill level is high). Do not update. On the other hand, when the representative operation log selected this time is better than the subsequent skill level of the user who is the target of the past presentation contents (when the skill level is high), the operation support apparatus 200 displays the presentation contents. Update based on the representative operation log selected this time.

  As described above, the operation support apparatus 200 according to the present embodiment continuously provides effective operation support information (operation guide) to the user in order to select better presentation contents as compared with past presentation contents. be able to. Further, by continuously using this system, the use results of past presentation contents are accumulated, and better presentation contents can be provided.

<Third Embodiment>
Next, a third embodiment of the present invention will be described. Since the configuration of the approval application system 1 of this embodiment is the same as that of the first or second embodiment, characteristic processing in this embodiment will be described. In the present embodiment, as in the second embodiment, the representative operation log selection unit 235 updates the presentation content information after comparing with the past representative operation log, but the comparison method is the same as in the second embodiment. Is different.

  In the second embodiment described above, the case that has been operated since the start of the presentation of the operation support information (operation guide) based on the representative operation log selected one time before, and the presented operation support information are referred to. An example has been described in which the “average operation time” and “average return rate” of a case that is likely to be operated are compared with the representative operation log selected this time (for example, the operation log with the highest skill). However, if there is an operation log that accidentally resulted in an operation with high skill, the representative operation log selected this time (for example, the operation log with the highest skill in the group) is an operation that accidentally resulted in an operation with high skill. It is also assumed that it will be a log. In this case, it is inevitably assumed that the skill level of the representative operation log selected this time becomes higher and the comparison is not appropriate.

  Therefore, in the present embodiment, even when there is an operation log that has been accidentally operated with high skill, the accidentality can be eliminated. Specifically, the operation support apparatus 200 according to the present embodiment, for example, instead of comparing with the representative operation log selected this time (for example, the operation log with the highest skill in the group), Comparison is made with “average operation time” and “average return rate” of cases where the operation order is 80% or more (hereinafter referred to as “similar cases”).

  As a result, accidental operations can be excluded by comparing only similar cases, so that the current representative operation log and past operation logs can be appropriately compared without being affected by accidental operations. In addition, the threshold value set as the above-mentioned similar case is not limited to 80%, and an arbitrary ratio other than 80% may be set.

  Next, with reference to FIG. 24, the operation of the process for generating the presentation content information according to the present embodiment will be described. FIG. 24 is a flowchart illustrating an example of an operation of processing for generating presentation content information according to the present embodiment. The processing shown in FIG. 24 is different from the processing shown in FIG. 22 in that the processing in steps S144 and S145 is changed to the processing in steps S144A and S145A. In FIG. 24, the same processes as those shown in FIG. 22 are denoted by the same reference numerals, and the description thereof is omitted.

  In step S143, when it is determined that the presentation content of the corresponding skill level has already been registered (step S143: YES), the representative operation log selection unit 235 selects similar cases among the cases in the group of the skill level. To extract. Then, the representative operation log selection unit 235 compares the extracted attribute information of the similar case with the attribute information of the case that is the target of the operation support information based on the registered (past) presentation content (step S144A). .

  Specifically, the representative operation log selection unit 235 selects a case that has been operated since the start of the presentation of the operation support information (operation guide) based on the representative operation log selected one time before and the previous one. The “average operation time” and “average return rate” of items whose operation log matches the representative operation log (“operation order”) and a predetermined ratio (for example, 70% or more), and the attribute information of each extracted similar item The “average operation time” and “average return rate” calculated based on (“operation time”, “return rate”) are compared.

  Next, as a result of the comparison in step S144A, the representative operation log selection unit 235 indicates that the extracted attribute information (“average operation time” and “average return rate”) of the similar case is registered (past). Judge whether to compare with the attribute information (“average operation time” and “average return rate”) of the item for which operation support information based on the content is to be presented (whether the skill level is high) (Step S145A).

  If it is determined in step S145A that the extracted attribute information (“average operation time” and “average return rate”) of the similar case is better (skill level is higher) (step S145A: YES), the representative operation log The selection unit 235 registers the operation log (representative operation log) of the case selected this time as the presentation content (step S146). In other words, the representative operation log selection unit 235 updates the presentation content information (reference numeral 550) stored in the presentation content storage unit 215 to presentation content information based on the operation log (representative operation log) of the currently selected item.

  On the other hand, if it is determined in step S145A that the extracted attribute information (“average operation time” and “average return rate”) of the similar case is not good (skill level is low) (step S145A: NO), The representative operation log selection unit 235 ends the process of generating the presentation content information without updating the presentation content information (reference numeral 550) stored in the presentation content storage unit 215.

(Summary)
As described above, the presentation unit 240 of the operation support apparatus 200 according to the present embodiment selects in the past (one time before, the second time point) from the current time (first time point), as in the second embodiment. The skill level (from the past (first time, second time point) to the current time (first time point) of the user who is the target of presenting the operation support information based on the representative operation log (representative operation history) ( Based on the proficiency level), the representative operation log selected by the representative operation log selection unit 235 (selection unit) in the past (first time, second time point), and the representative operation log selection unit this time (first time point) Operation support information based on any one of the representative operation logs selected by 235 (selection unit) is presented.

  For example, the operation support apparatus 200 has a case where the subsequent skill level of the user who is the target of the past presentation content is better than the operation log of the similar case in the operation log acquired this time (when the skill level is high). ) Does not update the presentation. On the other hand, in the operation support apparatus 200, when the operation log of the similar case among the operation logs acquired this time is better than the subsequent skill level of the user who is the target of the past presentation content (when the skill level is high). ) Is updated based on the representative operation log selected this time.

  As described above, the operation support apparatus 200 according to the present embodiment continuously provides effective operation support information (operation guide) to the user in order to select better presentation contents as compared with past presentation contents. be able to. In addition, the operation support apparatus 200 according to the present embodiment is limited in comparison with the operation log of the similar case in the operation log acquired this time, and thus the content of the presentation is influenced by the operation log that accidentally becomes a highly skilled operation. Can be prevented.

<Fourth Embodiment>
Next, a fourth embodiment of the present invention will be described. Since the configuration of the approval application system 1 of the present embodiment is the same as that of the first, second, or third embodiment, a characteristic process in the present embodiment will be described.

  In the first embodiment, operation support information (operation) based on the operation log (representative operation log) of the best (highest skill level) item in the group having the same skill level as the skill level of the user who operates An example in which a guide) is presented has been described. In the present embodiment, an example will be described in which operation support information (operation guide) based on an operation log (representative operation log) of a matter in a group having a skill level different from the skill level of the operating user is presented.

  FIG. 25 is a diagram illustrating an example of a data configuration of a presentation level definition file that defines the skill level of the operation support information (operation guide) presented to the user. For example, as shown in FIG. 25, the presentation content storage unit 215, as a presentation level definition file (symbol 700), the “skill level” of the operating user and the operation support information (operation) to be presented to the operating user. The “presentation skill level” that is the skill level of the guide is stored in association with each other. This presentation level definition file is preset and stored in the presentation content storage unit 215. The presentation level definition file may be configured to be amendable at an arbitrary timing.

  In the example shown in this figure, for example, for a user with a skill level of “time delay / return back many”, operation support information based on a representative operation log with a skill level of “time delay / return back low” ) Is defined to be presented. That is, it indicates that operation support information (operation guide) having a skill level higher than the skill level of the user (here, a skill level one level higher) is presented.

  That is, in the present embodiment, the operation support apparatus 200 presents operation support information (operation guide) to the user based on the operation log of the user whose skill level is higher than the user's own skill level. This configuration is designed to improve operational skills more actively.

  In the present embodiment, since the presented skill level is higher than the user's own skill level, the representative operation log of each skill level is the operation log of the average skill or the lowest skill (or lower skill) in each skill level. It is good. As described above, by appropriately setting the skill level of the representative operation log selected within the presented skill level, the presented content presented based on the presented skill level does not become the presented content of the skill level that is too high for the user. Can be.

  FIG. 26 is a flowchart illustrating an example of processing operations for presenting operation support information according to this embodiment. The process shown in FIG. 26 is different from the process shown in FIG. 20 in that the processes of steps S215 and S225 are executed instead of the process of step S220.

  Hereinafter, with reference to FIG. 26, an example of the operation of the process of presenting the operation support information according to the present embodiment will be described. In FIG. 26, the same processes as those shown in FIG. 20 are denoted by the same reference numerals, and the description thereof is omitted.

  The presentation unit 240 refers to the presentation level definition file stored in the presentation content storage unit 215, and acquires the “presentation skill level” associated with the skill level of the user (applicant) acquired in step S210. (Step S215).

  Next, the presentation unit 240 provides the presentation content corresponding to the “presentation skill level” acquired in step S215 from the presentation content information (reference numeral 550) registered for each skill level stored in the presentation content storage unit 215. Information is selected (step S225).

  The subsequent processing is the same as the processing in steps S230 and S240 described with reference to FIG. The presentation unit 240 divides the “operation information” included in the presentation content information selected in step S225 for each input item (step S230), and inputs the operation support information corresponding to the “operation information” for each input item. It is presented in association with the item (step S240).

(Summary)
As described above, the presentation unit 240 of the operation support apparatus 200 according to the present embodiment is based on the operation log (representative operation log) of the presented skill level (skill level) associated with the skill level (skill level) of the user. Thus, operation support information for supporting the operation when the user performs a predetermined operation is presented.

  For example, a skill level that is one level higher than the skill level is associated with the skill level of the user as the presented skill level. That is, the operation support apparatus 200 presents the operation support information to the user based on the operation log (representative operation log) having a skill level that is one level higher than the skill level of the user.

  As a result, the operation support apparatus 200 according to the present embodiment can present operation support information aimed at operation at a slightly higher skill level according to the skill level of the user. That is, the operation support apparatus 200 according to the present embodiment can present operation support information that more actively improves the user's operation skill.

(Modification)
The embodiment of the present invention has been described in detail with reference to the drawings. However, the specific configuration is not limited to this embodiment, and includes design and the like within a scope not departing from the gist of the present invention.

  In the first, second, and third embodiments, the representative operation log for each skill level has been described as the operation log with the highest skill level in each skill level group. However, the present invention is not limited to this. Absent. For example, the representative operation log of each skill level may be the operation log of the second or third highest skill level in the group of each skill level, or may be the operation log of the highest skill level among similar cases. .

  Further, in the above embodiment, the example in which the operation time from the operation start to the operation end is used for the skill level determination has been described. You may make it use. For example, in the operation at midnight, the operation time may be longer due to factors that are not dependent on the user's skill (such as high user fatigue or low activity). May be subtracted at a predetermined rate.

  In the above embodiment, the “operation time” and the “return rate” are described as attribute information for determining the skill level, but the attribute information is not limited to this. For example, the attribute information for determining the skill level may be information indicating whether or not a predetermined document or information (for example, a help page) has been searched or information indicating whether or not the predetermined level is displayed. Information indicating the number of times a document or information is displayed may be used.

  Moreover, although the example compared with the past presentation content was demonstrated in the said 2nd, 3rd embodiment, the past presentation content is not restricted to the presentation content of once before. For example, it may be compared with past presentation contents by using the skill level based on the presentation contents a plurality of times before or the average of skill levels based on the past presentation contents.

  In the above embodiment, an example is described in which four skill levels are defined as skill levels. However, the present invention is not limited to this, and for example, skill levels other than the four skill levels may be defined. And the name of each skill level can also be set arbitrarily.

  In the above embodiment, the terminal device 100 is connected to the operation support apparatus 200 via the network 10 and further connected to the approval application management apparatus 300 via the operation support apparatus 200. The apparatus 100, the operation support apparatus 200, and the approval application management apparatus 300 may be connected via the network 10. Moreover, each structure with which the above-mentioned approval application system 1 is provided can be distributed or aggregated and arrange | positioned in arbitrary computer apparatuses. In the above embodiment, the operation support device 200 and the approval application management device 300 are configured as separate devices. However, the operation support device 200 and the approval application management device 300 are configured integrally. May be.

  Moreover, although the structure of the operation assistance apparatus 200 with which the approval application system 1 is provided was demonstrated in the said embodiment, the operation assistance apparatus 200 can also be applied to another system. For example, instead of the approval application management apparatus 300, the operation support apparatus 200 may be applied to the attendance application system by using the attendance application management apparatus.

  In addition, the program for realizing the function of the presentation content generation unit 230 or the presentation unit 240 in the above embodiment is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read by a computer system. The processing of the presentation content generation unit 230 or the presentation unit 240 may be performed by executing. Here, the “computer system” includes an OS and hardware such as peripheral devices. Further, the “computer system” may include a plurality of computer devices connected via a network including a communication line such as the Internet, WAN, LAN, and dedicated line. The “computer-readable recording medium” refers to a storage device such as a flexible medium, a magneto-optical disk, a portable medium such as a ROM and a CD-ROM, and a hard disk incorporated in a computer system. Furthermore, the “computer-readable recording medium” holds a program for a certain period of time, such as a volatile memory (RAM) inside a computer system that becomes a server or a client when the program is transmitted via a network. Including things. The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, what is called a difference file (difference program) may be sufficient.

  In addition, some or all of the functions described above may be realized as an integrated circuit such as an LSI (Large Scale Integration). Each function described above may be individually made into a processor, or a part or all of them may be integrated into a processor. Further, the method of circuit integration is not limited to LSI, and may be realized by a dedicated circuit or a general-purpose processor. In addition, when an integrated circuit technology that replaces LSI appears due to the advancement of semiconductor technology, an integrated circuit based on the technology may be used.

DESCRIPTION OF SYMBOLS 1 Approval application system 10 Network 100 Terminal device 200 Operation support apparatus 210 Storage part 211 Operation log storage part 212 User information storage part 213 Skill level definition storage part 214 User skill level storage part 215 Presentation content storage part 216 Past presentation content storage part 217 Display pattern definition storage unit 220 Temporary storage unit 230 Presentation content generation unit 231 Operation log acquisition unit (acquisition unit)
232 Operation log processing unit 233 Skill level determination unit (determination unit)
234 Classification unit 235 Representative operation log selection unit (selection unit)
240 Presentation Unit 300 Approval Application Management Device

Claims (7)

An acquisition unit for acquiring operation histories of a plurality of users;
A determination unit that determines a proficiency level of a predetermined operation of each of the plurality of users based on the operation history acquired by the acquisition unit;
A presentation unit that presents operation support information that supports the operation when any of the plurality of users performs the predetermined operation according to the proficiency level of the user;
An operation support apparatus comprising: A classification unit that classifies each of the plurality of users into a group according to the proficiency level;
A selection unit that selects, as a representative operation history, the operation history with a high level of proficiency among the operation histories included in a group for each group classified by the classification unit;
With
The presenting unit
Presenting the operation support information for supporting the operation when a user in the group performs the predetermined operation based on the operation indicated in the representative operation history selected by the selection unit in the group. The operation support apparatus according to claim 1, wherein The presenting unit
From the second time point to the first time point of the user who is the target of presenting the operation support information based on the representative operation history selected by the selection unit at the second time point in the past from the first time point The representative operation history selected by the selection unit at the second time point based on the proficiency level based on the operation history operated according to the presented operation support information during the period, and at the first time point, the The operation support apparatus according to claim 2, wherein the operation support information based on any one of the representative operation history selected by the selection unit is presented. The presenting unit
The first learning level, which is the proficiency level based on the representative operation history selected by the selection unit at the first time point, and the operation based on the representative operation history selected by the selection unit at the second time point. Among the operation histories from the second time point to the first time point of the user who is the target of presenting support information, the representative operation history selected by the selection unit at the second time point and a predetermined value If the first proficiency level is higher than the second proficiency level based on the second proficiency level that is the proficiency level based on the operation history that is equal to or greater than the ratio, the first time point Presenting the operation support information based on the representative operation history selected by the selection unit, and when the second proficiency level is higher than the first proficiency level, the selection unit at the second time point Said representative selected by Operation support apparatus according to claim 3, wherein the presenting the operation support information based on the work history. The determination unit
The proficiency level is determined based on at least one of the time required for the predetermined operation acquired from the operation history and the accuracy of the operation in the predetermined operation. The operation support apparatus according to claim 1. An operation support method for an operation support apparatus,
A step of acquiring operation histories of a plurality of users;
Determining a proficiency level of a predetermined operation of each of the plurality of users based on the acquired operation history;
Presenting operation support information for supporting the operation when any one of the plurality of users performs the predetermined operation according to the proficiency level of the user;
An operation support method comprising: On the computer,
A step of acquiring operation histories of a plurality of users;
Determining a proficiency level of a predetermined operation of each of the plurality of users based on the acquired operation history;
Presenting operation support information for supporting the operation when any one of the plurality of users performs the predetermined operation according to the proficiency level of the user;
A program for running

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