JP7442233B1 - Calculation system, calculation method, and calculation program - Google Patents

Abstract

[Problem] When evaluating a customer journey, consider the conscious load of the target person. [Solution] A calculation system calculates a first customer journey based on a first conscious load amount that indicates the degree of conscious load required for a first target person to pass through each of a plurality of steps of the first customer journey. a first consciousness bandwidth calculation unit that calculates a first consciousness bandwidth indicating the degree of consciousness load that the first target person can pass through for each of the plurality of steps; a second conscious load calculating section that calculates a second conscious load of the second customer journey based on the first conscious load; and a second conscious load calculation section that calculates the second conscious load of the second customer journey based on the first conscious bandwidth. a second conscious bandwidth calculation unit that calculates a second conscious bandwidth indicating the degree of conscious load that the second subject can pass through. [Selection diagram] Figure 1

Description

The present invention relates to a calculation system, a calculation method, and a calculation program.

Conventionally, techniques for evaluating customer behavior patterns and customer journeys have been known.

For example, the marketing support system described in Patent Document 1 accesses first customer information consisting of information items related to customer attributes owned by a company, and also uses information items that partially overlap with the information items to obtain the results of a customer survey. Recording second customer information including information items regarding. The system analyzes the second customer information, derives customer attributes from the information items, and supports creation of a mathematical model of customer behavior patterns for products or services provided by the company. Then, the system displays, among the customer attributes, customer attributes that have a correlation of a predetermined value or more with the customer behavior pattern.

JP2002-83110A

However, the system described in Patent Document 1 predicts the customer's behavior pattern based on accumulated customer information, and therefore does not take into account the customer's cognitive load. Therefore, it is not possible to evaluate the correspondence between each step included in the customer journey and the degree of customer awareness load in customer behavior.

Therefore, an object of the present invention is to take into account the conscious load of the target person when evaluating the customer journey.

A calculation system according to an aspect of the present invention calculates a first conscious load amount indicating the degree of conscious load required for at least one first target person to pass through each of a plurality of steps included in a first customer journey. a first conscious bandwidth calculation unit that calculates a first conscious bandwidth indicating the degree of conscious load that at least one first target person can pass through, for each of the plurality of steps included in the first customer journey, based on the first customer journey; a step acquisition unit that acquires each of the plurality of steps included in the second customer journey in association with the order in the second customer journey; a second conscious load calculation unit that calculates a second conscious load amount indicating the degree of conscious load required to pass each step of the second customer journey; A second conscious bandwidth calculation unit that calculates a second conscious bandwidth indicating the degree of conscious load that at least one second subject can pass through for each step.

Note that in the present invention, a "section" does not simply mean a physical means, but also includes a case where the function of the "section" is realized by software. Furthermore, even if the functions of one "section" or device are realized by two or more physical means, devices, or software, the functions of two or more "sections" or devices are realized by one physical means, device, or software. , or may be realized by software.

According to the present invention, when evaluating a customer journey, it becomes possible to take into account the conscious load of the target person.

1 is a diagram showing an overview of processing in a calculation system 100 that is an embodiment of the present invention. 1 is a diagram showing the configuration of a calculation system 100 that is an embodiment of the present invention. 5 is a diagram showing an example of the first conscious load amount stored in the storage unit 110. FIG. 3 is a diagram illustrating an example of a first conscious bandwidth stored in a storage unit 110. FIG. 6 is a diagram showing an example of the second conscious load amount stored in the storage unit 110. FIG. 5 is a diagram illustrating an example of a second conscious bandwidth stored in a storage unit 110. FIG. It is a figure showing an example of a display screen displayed according to display information. 3 is a flowchart illustrating an example of processing in the calculation system 100. 9 is a diagram showing an example of the hardware configuration of a computer 900. FIG.

Preferred embodiments of the present invention will be described with reference to the accompanying drawings. FIG. 1 is a diagram showing an overview of processing in a calculation system 100 that is an embodiment of the present invention.

The calculation system 100 is an information processing system realized by a calculation program, and is an information processing system that calculates the degree of conscious load of a target person in a customer journey.

Here, a customer journey is, for example, a step-by-step process of changes in the behavior, thoughts, and emotions of a target audience (e.g., customers, service users, citizens, or residents), and describes the flow to the goal envisioned by the service provider. This is a visualization. The goals envisioned by the service provider include, for example, the use, purchase, or contract of a product or service, a visit to a homepage introducing the product or service, the use of administrative services, or the use of medical examinations or vaccinations. The service may be a commercial service or a public service.

First, the calculation system 100 calculates a first conscious load amount (101) indicating the degree of conscious load for passing through the first customer journey on the first target person. Next, the calculation system 100 calculates a first consciousness band indicating the degree of consciousness load that the first subject can pass for each of the plurality of steps included in the first customer journey, based on the first consciousness load amount. Calculate the width (102).

Then, the calculation system 100 calculates a second conscious load amount (103) indicating the degree of conscious load required to pass through each of the plurality of steps included in the second customer journey, based on the first conscious load amount. do. Based on the first conscious bandwidth, the calculation system 100 calculates a second conscious bandwidth (104 ) is calculated.

Furthermore, the calculation system 100 displays each of the plurality of steps included in the second customer journey, the second conscious load amount, and the second conscious bandwidth on the information processing device in association with the order in the second customer journey. Output display information for.

Various methods and technologies to support the design of customer journeys for the purpose of deepening our understanding of the behavior patterns of potential customers, existing customers, or those from whom we wish to extract information or encourage action, and to devise effective measures. However, it is mainly used in the marketing field. A customer journey is also referred to as a customer journey map, persona map, or behavioral process map. However, these methods have many problems in terms of quality assurance and reproducibility because the creation of customer journeys is highly dependent on the sensibilities of the creators. Furthermore, since it is an information processing method that is basically based on qualitative and subjective data, it has a lack of scientific basis and is difficult to use in combination with data science and AI (artificial intelligence) technology.

Furthermore, conventional customer journeys are not designed to take into account the time availability, cognitive and perceptual constraints (such as the amount of information that can be received and processed within a certain amount of time), or behavioral characteristics of the target audience. Therefore, it can be said that target users are often forced to comply with the design of the service provider. In other words, currently, advertising strategies and health promotions are being implemented by various entities based on the crude logic that ``if you can take away the target's time and attention resources, take it away.'' This is considered to be a situation where a lot of people's energy is wasted. In other words, conventional customer journey designs do not take into account the mental load placed on the target audience, especially the time.

Therefore, the calculation system 100 calculates the target person's conscious load in the customer journey. Thereby, the calculation system 100 can evaluate the customer journey based on the target person's conscious load. In addition, the calculation system 100 supports the realization of a service design that appropriately allocates the target's mental resources at each step included in the customer journey and does not place too much load on the target's mental bandwidth. .

FIG. 2 is a diagram showing the configuration of a calculation system 100 that is an embodiment of the present invention. The calculation system 100 is communicably connected to the information processing device 200 via a network such as the Internet. Details of the calculation system 100 will be described later.

The information processing device 200 is a computer used by a user of the calculation system 100, and is a smartphone, a tablet terminal, a personal computer, or the like.

The information processing device 200 acquires the display information output from the calculation system 100, and the user refers to the calculation results in the calculation system 100.

Note that although only one information processing device 200 is shown in FIG. 2, there may be a plurality of information processing devices 200.

Next, details of the calculation system 100 will be explained. The calculation system 100 includes a storage unit 110, a step acquisition unit 120, a first conscious load calculation unit 130, a first conscious bandwidth calculation unit 140, a second conscious load calculation unit 150, a second conscious bandwidth calculation unit 160, and a step identification unit. section 170, display information generation section 180, and display information output section 190. Each unit shown in FIG. 2 can be realized, for example, by using a storage area or by having a processor execute a program stored in the storage area.

The storage unit 110 stores information processed in the calculation system 100. The storage unit 110 can store, for example, a first conscious load amount, a first conscious bandwidth, a second conscious load amount, and a second conscious bandwidth, which will be described later.

The step acquisition unit 120 acquires each of a plurality of steps included in a customer journey in association with the order in the customer journey.

The step acquisition unit 120 can acquire each of the plurality of steps included in the first customer journey, and can also acquire each of the plurality of steps included in the second customer journey.

Each of the plurality of steps included in the customer journey includes a plurality of action steps and at least one transition step between the plurality of action steps. That is, if a customer journey includes two behavioral steps, it includes one transition step between the two behavioral steps, and if the customer journey includes three behavioral steps, it includes two transition steps between the three behavioral steps. include.

Specifically, each of the multiple steps included in the customer journey includes, for example, receiving a message, opening the message, reading the message, visiting a link provided in the message, and applying through the link. include.

Note that each of the multiple steps included in the customer journey may be a step using a digital device (for example, accessing a homepage, scanning a two-dimensional code, sending and receiving messages), and may be a step that uses a digital device to perform in the real world. It may also be a device-free step (eg, visit, handwritten entry, etc.).

The first conscious load calculation unit 130 calculates the amount of behavioral conscious load required for each of the plurality of behavioral steps included in the first customer journey, and the amount of behavioral conscious load required for each of the plurality of behavioral steps included in the first customer journey, for at least one first target person, and A first conscious load amount is calculated based on the transition conscious load amount required for the transition step, and the calculated first conscious load amount is stored in the storage unit 110.

Here, the conscious load (the conscious load indicated by the first conscious load amount, the conscious load indicated by the second conscious load amount described later) is, for example, the time required to pass through each of the multiple steps included in the customer journey. It may also contain a corresponding value. Further, the conscious load may include a value corresponding to the load (mental load, attentional resources) given to the target person depending on the attributes of the target person passing through the customer journey. The value corresponding to the load applied to the subject may be a biologically determined amount of load. Specifically, the value depending on the influence on the target person is, for example, the older the target person is, the stronger the burden is on the target person, the larger the amount of text that the target person refers to, or the smaller the font size. The more intense the burden is on the subject, the better.

In addition, the amount of conscious load can be considered as the accessibility for the target person. In other words, the smaller the conscious load, the easier the subject can pass through the steps, indicating higher accessibility.

The first conscious load amount indicates the degree of conscious load required for at least one first target person to pass through each of the plurality of steps included in the first customer journey.

The first conscious load amount may be the conscious load amount for a plurality of first subjects. In this case, the first conscious load amount may be a distribution of the first conscious load amounts of each of the plurality of first subjects.

The first conscious load calculation unit 130 can calculate the first conscious load amount based on, for example, past similar cases, trials, or simulator results.

FIG. 3 is a diagram showing an example of the first conscious load amount stored in the storage unit 110. The first conscious load amount stored in the storage unit 110 includes, for example, a customer journey ID, a step ID, and first conscious load information. The first conscious load information further includes, for example, required time information.

Here, the customer journey ID is information that identifies the customer journey processed in the calculation system 100. The step ID is information that identifies each of a plurality of steps included in the customer journey. The first conscious load information is information indicating the first conscious load amount. The required time information is information indicating a value according to the time required to pass through each of a plurality of steps included in the customer journey.

The first consciousness bandwidth calculation unit 140 calculates the degree of consciousness load that at least one first target person can pass through, for each of the plurality of steps included in the first customer journey, based on the first consciousness load amount. The first conscious bandwidth shown in FIG.

Here, the conscious bandwidth (the conscious bandwidth indicated by the first conscious bandwidth, the conscious bandwidth indicated by the second conscious bandwidth described later) is the target person (for example, the first target person or the second target person described later). ) indicates the degree of cognitive load that can be passed through each of the multiple steps included in the customer journey. That is, the subject can pass through steps with a conscious load that is smaller than the conscious bandwidth, but cannot pass through steps with a conscious load that is greater than the conscious bandwidth.

Further, the conscious bandwidth may be a value corresponding to the time that the subject can spend in order to pass. Furthermore, the conscious bandwidth may be a value that corresponds to the degree of mental load or attentional resources that the subject can invest in order to pass. In other words, conscious bandwidth is the level at which a certain percentage of respondents feel uncomfortable if their time is wasted, such as 5 minutes or 2000 characters in a questionnaire survey, or a certain percentage of respondents drop out. It may also indicate a level.

The conscious bandwidth can be said to indicate the degree of conscious load that the subject can tolerate.

Consciousness bandwidth may vary depending on the subject's loyalty. Specifically, for example, a subject who is friendly towards the service provider can pass through steps with a higher cognitive load, so the conscious bandwidth of the subject who is friendly towards the service provider will be at a high level. Become.

The conscious bandwidth may be set for each attribute of the subject, for example. Here, the attributes may be, for example, attributes according to age, gender, address, or family structure. Thereby, the calculation system 100 can evaluate the customer journey for each attribute of the target person.

In addition, the conscious bandwidth may be a value that is fixed in advance (for example, based on the subject's personality or biological characteristics) as the degree of conscious load that the subject can tolerate, or it may be a predetermined value. It may be a value that varies depending on the method. Specifically, the conscious bandwidth is a value that changes depending on, for example, the growth or aging of the subject, or the timing at which the subject passes through a step (for example, time of day, year, month, day, season, weather, temperature, humidity). Alternatively, it may be a value that changes depending on a predetermined process (for example, a process based on a behavioral science method such as a nudge) performed on the subject. In this case, the predetermined processing for the subject can be considered as "mental bandwidth engineering" that individually controls the mental bandwidth.

The first conscious bandwidth calculation unit 140 calculates the first conscious bandwidth based on the first conscious load amount. The first conscious bandwidth may be information indicating one value, or may be information indicating a certain range of values.

Specifically, when the first conscious load amount is the conscious load amount of the first subject of 1, the first conscious bandwidth calculation unit 140 may set the conscious load amount as the first conscious bandwidth. can.

Further, when the first conscious load amount is the conscious load amount of a plurality of first subjects, the first conscious bandwidth calculation unit 140 calculates, for example, the highest first conscious load amount or The average value, median, or mode in the distribution of the first conscious load may be used as the first conscious bandwidth, or the range determined by the mean plus or minus standard deviation in the distribution of the first conscious load, or The range from the first quartile to the third quartile may be the first conscious bandwidth. Note that the method for calculating the first conscious bandwidth is not limited to these.

The first conscious bandwidth calculation unit 140 can calculate the first conscious bandwidth, for example, based on past similar cases, trials, or simulator results.

FIG. 4 is a diagram illustrating an example of the first conscious bandwidth stored in the storage unit 110. The first conscious bandwidth stored in the storage unit 110 includes, for example, a customer journey ID, a step ID, and first conscious bandwidth information.The first conscious bandwidth information further includes, for example, time width information.

Here, the first conscious bandwidth information is information indicating the first conscious bandwidth. The time width information is information indicating the time range in which the target person can pass through each of a plurality of steps included in the customer journey.

The second conscious load calculation unit 150 calculates a second conscious load amount indicating the degree of conscious load required to pass through each of the plurality of steps included in the second customer journey, based on the first conscious load amount. , the calculated second conscious load amount is stored in the storage unit 110.

The second conscious load amount indicates the degree of conscious load required for at least one second target person to pass through each of the plurality of steps included in the second customer journey.

Here, the first conscious load amount is determined for each of a plurality of steps included in the first customer journey. Therefore, the second conscious load calculation unit 150 compares the plurality of steps included in the second customer journey and the plurality of steps associated with the first conscious load amount, and calculates the number of steps based on the first conscious load amount. Then, the second conscious load amount is calculated for each of the plurality of steps included in the second customer journey.

Specifically, consider a case where the first customer journey includes Step A, Step B, Step C, and Step D, and the second customer journey includes Step A and Step D. In this case, Step A and Step D are common in the first and second customer journeys. Further, the first conscious load amount indicates the respective conscious load amounts of step A, step B, step C, and step D. Therefore, the second conscious load calculation unit 150 uses the first conscious load amounts of Step A and Step D to calculate the second conscious load amounts of Step A and Step D, respectively. Note that the method for calculating the second conscious load amount is not limited to this.

In addition, the respective second conscious loads of Step A and Step D in the second customer journey that transitions from Step A to Step D, and Step D and Step A in the second customer journey that transitions from Step D to Step A. may have different values. Specifically, the burden on the target person may be different between a customer journey where the burden of awareness gradually increases and a customer journey where the burden gradually decreases. Therefore, the second conscious load calculation unit 150 can calculate the second conscious load amount of each of the plurality of steps in consideration of the order of each of the plurality of steps in the second customer journey. Thereby, the second conscious load calculation unit 150 can calculate the second conscious load amount with high accuracy.

Further, the second conscious load calculation unit 150 may set different conscious load amounts for a plurality of steps in which the amount of information (for example, number of characters, data volume) of the message text presented to the target person is the same. In other words, the second conscious load calculation unit 150 calculates the information load depending on the context and the ease of information collection, since the information load varies depending on whether or not a decision is made after reading the message text, and the difficulty or complexity of the decision (number of options). Different second conscious load amounts may be calculated accordingly.

Further, the second subject may be a subject having the same or similar attributes as the first subject. Thereby, the second conscious load calculation unit 150 and the second conscious bandwidth calculation unit 160 (described later) can calculate the second conscious load amount and the second conscious bandwidth amount with high accuracy based on the first conscious load amount and the first conscious bandwidth. Conscious bandwidth can be calculated.

FIG. 5 is a diagram showing an example of the second conscious load amount stored in the storage unit 110. The second conscious load amount stored in the storage unit 110 includes, for example, a customer journey ID, a step ID, and second conscious load information. The second conscious load information further includes, for example, required time information. Here, the second conscious load information is information indicating the second conscious load amount.

The second consciousness bandwidth calculation unit 160 calculates the degree of consciousness load that at least one second target person can pass through for each of the plurality of steps included in the second customer journey, based on the first consciousness bandwidth. The calculated second conscious bandwidth is calculated, and the calculated second conscious bandwidth is stored in the storage unit 110.

Here, the first conscious bandwidth is determined for each of a plurality of steps included in the first customer journey. Therefore, the second conscious bandwidth calculation unit 160 compares the plurality of steps included in the second customer journey and the plurality of steps associated with the first conscious bandwidth, and calculates the first conscious bandwidth. Based on the second customer journey, a second conscious bandwidth is calculated for each of the plurality of steps included in the second customer journey.

Specifically, consider a case where the first customer journey includes Step A, Step B, Step C, and Step D, and the second customer journey includes Step A and Step D. In this case, Step A and Step D are common in the first and second customer journeys. Further, the first conscious bandwidth indicates the conscious bandwidth of each of step A, step B, step C, and step D. Therefore, the second conscious bandwidth calculation unit 160 uses the first conscious bandwidths of Step A and Step D to calculate the second conscious bandwidths of Step A and Step D, respectively. Note that the method for calculating the second conscious bandwidth is not limited to this.

Also, the respective second conscious bandwidths of Step A and Step D in the second customer journey that transitions from Step A to Step D, and the second consciousness bandwidth of Step D and Step A in the second customer journey that transitions from Step D to Step A. may have different values. That is, the second conscious bandwidth calculation unit 160 can calculate the second conscious bandwidth of each of the plurality of steps in consideration of the order of each of the plurality of steps in the second customer journey. Thereby, the second conscious bandwidth calculation unit 160 can calculate the second conscious bandwidth with high accuracy.

Further, the second conscious bandwidth calculation unit 160 may set different conscious bandwidths for a plurality of steps in which the amount of information (for example, number of characters, data volume) of the message text presented to the target person is the same. . In other words, the second conscious bandwidth calculation unit 160 calculates the context and ease of information collection, since the information load varies depending on whether or not a decision is made after reading the message, and the difficulty or complexity (number of options) of the decision. Different second conscious bandwidths may be calculated depending on.

FIG. 6 is a diagram showing an example of the second conscious bandwidth stored in the storage unit 110. The second conscious bandwidth stored in the storage unit 110 includes, for example, a customer journey ID, a step ID, and second conscious bandwidth information. The second conscious bandwidth information further includes, for example, time width information. Here, the second conscious bandwidth information is information indicating the second conscious bandwidth.

The step identifying unit 170 identifies at least one step among the plurality of steps included in the second customer journey, where the second conscious load amount exceeds the second conscious bandwidth.

A step in which the second conscious load exceeds the second conscious bandwidth indicates that there are certain subjects who cannot pass the step. That is, the step can be evaluated as a step that should be improved among multiple steps included in the customer journey. Therefore, the step specifying unit 170 specifies at least one step in which the second conscious load amount exceeds the second conscious bandwidth. This allows the user of the calculation system 100 to understand which steps should be improved among the multiple steps included in the customer journey.

Furthermore, the step identifying unit 170 can identify at least one step in which the second conscious load amount exceeds the second conscious bandwidth for each of the plurality of subjects. Thereby, the calculation system 100 can evaluate the customer journey in consideration of the accessibility of each of the plurality of targets.

The display information generation unit 180 displays each of the plurality of steps included in the second customer journey, the second conscious load amount, and the second conscious bandwidth on the information processing device in association with the order in the second customer journey. Output display information for.

The display information is data for displaying each of the plurality of steps, the second conscious load amount, and the second conscious bandwidth for each of the plurality of steps included in the second customer journey.

In addition, the display information generation unit 180 generates a second conscious load amount and a second conscious load amount in response to an operation of replacing at least one step of a plurality of steps included in the second customer journey on a display screen displayed according to the display information. It is possible to generate display information in which the display of the two-conscious bandwidth is switched.

Here, the operation of replacing at least one step includes, for example, an operation (for example, a mouse operation, a touch operation, a keyboard operation) on the information processing device 200 by the user of the calculation system 100, referring to the display screen.

Specifically, the calculation system 100 acquires operation information regarding the operation in response to an operation of replacing at least one step. Subsequently, the step acquisition unit 120 acquires each of the plurality of steps included in the replaced second customer journey in association with the replaced order. The second conscious load calculation unit 150 and the second conscious bandwidth calculation unit 160 calculate the second conscious load amount and the second conscious bandwidth in the second customer journey after replacement. Then, the display information generation unit 180 generates display information based on the second conscious load amount and second conscious bandwidth in the replaced second customer journey.

Display information output section 190 outputs display information.

The display information output unit 190 can output display information to the information processing device 200, for example. Thereby, the user of the calculation system 100 can refer to the displayed information and intuitively grasp the calculation result by the calculation system 100.

FIG. 7 is a diagram showing an example of a display screen displayed according to display information.

The screen shown in FIG. 7 includes, for example, an area 701 that displays the second conscious load amount and the second conscious bandwidth in the second customer journey, and an area 702 that displays a plurality of steps included in the second customer journey. In the area 701, for example, the second conscious load amount and the second conscious bandwidth are displayed graphically. The customer journey displayed on the screen shown in FIG. 7 is, for example, called a "conscious load journey map."

As shown in FIG. 7, the user who refers to the display screen displayed according to the display information can, for example, check the transition of the second conscious load amount and the second conscious bandwidth, and the second conscious load amount and the second conscious bandwidth. It is possible to intuitively grasp the steps, etc. that exceed the

Furthermore, the area defined by the conscious load graph included in the region 701 (the shaded area in FIG. 7) can be evaluated as the quantified degree of usability.

By referring to the conscious load journey map and improving the existing customer journey, the user can deepen their understanding of the service and target audience. This improves the precision of predicting the conversion rate of a target person (for example, a customer) and makes it easier to make improvements, which improves the investment effect of measures and, for example, improves the response rate of questionnaires.

Also, marketing methods and budget allocation will become more efficient. Specifically, for example, decisions are made to intentionally use analog media such as crimp postcards with QR codes (registered trademarks) at the entrance of the conductor line, where digital notifications are easily misinterpreted as fraud and targets are likely to drop out. can be done rationally.

Additionally, the customer recommendation level (NPS: Net Promoter Score (registered trademark)) is improved. Specifically, for example, by eliminating wastage of the target's time and attention resources, CX improves and the number of complainers/critics decreases.

Furthermore, since the calculation method in the calculation system 100 is based on the idea of adding indicators related to consciousness resources, the user can use the evaluation through the calculation system 100 in combination with an existing framework.

In addition, by systematically and consciously allocating awareness resources by policy designers, it is expected that advertising pollution and administrative procedures that waste the target's time will be eliminated.

FIG. 8 is a flowchart illustrating an example of processing in the calculation system 100.

First, the step acquisition unit 120 acquires a plurality of steps included in the first customer journey (S801). The first conscious load calculation unit 130 calculates the first conscious load amount, and the first conscious bandwidth calculation unit 140 calculates the first conscious bandwidth (S802).

Subsequently, the step acquisition unit 120 acquires a plurality of steps included in the second customer journey (S803). The second conscious load calculation unit 150 calculates the second conscious load amount, and the second conscious bandwidth calculation unit 160 calculates the second conscious bandwidth (S804). The step identifying unit 170 identifies at least one step among the plurality of steps included in the second customer journey, where the second conscious load amount exceeds the second conscious bandwidth.

The display information generation unit 180 generates display information for displaying the conscious load journey map, and the display information output unit 190 outputs the display information to, for example, the information processing device 200 (S805).

Next, with reference to FIG. 9, an example of the hardware configuration when the calculation system 100 is implemented by the computer 900 will be described. FIG. 9 is a diagram showing an example of the hardware configuration of the computer 900.

As shown in FIG. 9, the computer 900 includes, for example, a processor 901, a memory 902, a storage device 903, an input I/F section 904, a data I/F section 905, a communication I/F section 906, and a display device 907. .

Computer 900 can be, for example, a server computer, a personal computer (e.g., desktop, laptop, tablet, etc.), a media computer platform (e.g., cable, satellite set-top box, digital video recorder, etc.), a handheld computer device (e.g., PDA, e-mail client, etc.) or other type of computer or communication platform.

Processor 901 is a control unit that controls various processes in computer 900 by executing programs stored in memory 902.

The memory 902 is, for example, a storage medium such as a RAM (Random Access Memory). The memory 902 temporarily stores program codes of programs executed by the processor 901 and data required when executing the programs.

The storage device 903 is, for example, a nonvolatile storage medium such as a hard disk drive (HDD) or flash memory. The storage device 903 stores an operating system and various programs for realizing each of the above configurations.

The input I/F unit 904 is a device for receiving input from a user. The input I/F unit 904 is, for example, a keyboard, a mouse, a touch panel, various sensors, a wearable device, or the like. Input I/F section 904 may be connected to computer 900 via an interface such as a USB (Universal Serial Bus).

The data I/F unit 905 is a device for inputting data from outside the computer 900. The data I/F unit 905 is, for example, a drive device or the like for reading data stored in various storage media. Data I/F unit 905 may be provided outside computer 900. When the data I/F unit 905 is provided outside the computer 900, the data I/F unit 905 is connected to the computer 900 via an interface such as a USB.

The communication I/F unit 906 is a device for performing wired or wireless data communication with a device external to the computer 900 via a network such as the Internet. Communication I/F section 906 may be provided outside computer 900. When the communication I/F unit 906 is provided outside the computer 900, the communication I/F unit 906 is connected to the computer 900 via an interface such as a USB.

The display device 907 is a device for displaying various information. The display device 907 is, for example, a liquid crystal display, an organic EL (Electro-Luminescence) display, a wearable device display, or the like. Display device 907 may be provided outside computer 900. When the display device 907 is provided outside the computer 900, the display device 907 is connected to the computer 900 via, for example, a display cable. Further, when a touch panel is employed as the input I/F section 904, the display device 907 may be configured to be integrated with the input I/F section 904.

An embodiment of the present invention has been described above. The calculation system 100 calculates the first conscious bandwidth based on the first conscious load amount, obtains each of the plurality of steps in the second customer journey, and calculates the second conscious load based on the first conscious load amount. A second conscious bandwidth can be calculated based on the first conscious bandwidth. Thereby, the calculation system 100 can take the target person's conscious load into consideration when evaluating the customer journey.

Further, the calculation system 100 displays each of the plurality of steps included in the second customer journey, the second conscious load amount, and the second conscious bandwidth on the information processing device in association with the order in the second customer journey. It is possible to output display information for Thereby, the user of the calculation system 100 can intuitively grasp the calculation results in the calculation system 100.

In addition, the calculation system 100 calculates the second consciousness load amount and the second consciousness load amount according to an operation of replacing at least one step of the plurality of steps included in the second customer journey on the display screen displayed according to the display information. Display information on which the bandwidth display has been switched can be output. Thereby, the user of the calculation system 100 can dynamically grasp the calculation result after replacing the steps.

Further, the calculation system 100 can identify at least one step among the plurality of steps included in the second customer journey, in which the second conscious load amount exceeds the second conscious bandwidth. This allows the calculation system 100 to identify steps to be improved in the second customer journey.

Note that this embodiment is provided to facilitate understanding of the present invention, and is not intended to be interpreted as limiting the present invention. The present invention may be modified/improved without departing from its spirit, and the present invention also includes equivalents thereof.

Reference Signs List 100 calculation system, 110 storage unit, 120 step acquisition unit, 130 first conscious load calculation unit, 140 first conscious bandwidth calculation unit, 150 second conscious load calculation unit, 160 second conscious bandwidth calculation unit, 170 step identification unit, 180 display information generation unit, 190 display information output unit, 200 information processing device

Claims (10)

The first customer journey is determined based on the distribution of the first conscious load amount, which indicates the degree of conscious load required for each of the plurality of first targets to pass through each of the plurality of steps included in the first customer journey. a first consciousness bandwidth calculation unit that calculates a first consciousness bandwidth indicating the degree of consciousness load that the plurality of first subjects can pass through for each of the plurality of steps included in the step;
A second customer journey for a second target person consisting of steps included in the first customer journey, wherein each of the plurality of steps included in the second customer journey is associated with an order in the second customer journey. a step acquisition unit to acquire;
The first conscious load amount of the steps included in the first customer journey constituting the second customer journey is the degree of conscious load required to pass through each of the plurality of steps included in the second customer journey. a second conscious load calculation unit that calculates a second conscious load amount indicating
Based on the first conscious bandwidth, calculate a second conscious bandwidth that indicates the degree of conscious load that at least one second target person can pass through for each of the plurality of steps included in the second customer journey. a second conscious bandwidth calculation unit that performs
A calculation system equipped with. Display for displaying each of the plurality of steps included in the second customer journey, the second conscious load amount, and the second conscious bandwidth on an information processing device in association with the order in the second customer journey. The calculation system according to claim 1, further comprising a display information output unit that outputs information. The display information output unit outputs the second conscious load amount and The calculation system according to claim 2, which outputs display information in which display of the second conscious bandwidth is switched. 4. The method according to claim 1, further comprising: a step identifying unit that identifies at least one step in which the second conscious load amount exceeds the second conscious bandwidth among the plurality of steps included in the second customer journey. The calculation system according to any one of the items. The amount of characters or font size that the plurality of first targets refer to in order to pass through each of the plurality of steps included in the first customer journey, or the number of characters that the plurality of first targets refer to in order to pass through each of the plurality of steps included in the first customer journey. The calculation system according to any one of claims 1 to 3, further comprising: a first conscious load calculation unit that calculates at least one of the time required for the calculation as the first conscious load amount. The plurality of steps included in the first customer journey include a plurality of action steps and at least one transition step between the plurality of action steps,
The first conscious load calculation unit calculates the amount of characters or the size of characters visually recognized by the plurality of first subjects in order to pass through each of the plurality of action steps in the at least one first subject. At least one of the time required to pass through each of the plurality of steps included in one customer journey is calculated as a behavioral awareness load amount, and the plurality of first subjects refer to it in order to pass the at least one transition step. 6. The calculation system according to claim 5, wherein at least one of the amount of characters, the size of the characters, or the time required to pass through each of the plurality of steps included in the first customer journey is calculated as the amount of transition awareness load. The second conscious load amount includes a value indicating the time required to pass through each of the plurality of steps included in the second customer journey,
The second conscious bandwidth includes a value indicating the time that at least one second target person can devote to passing through each of the plurality of steps included in the second customer journey.
The calculation system according to any one of claims 1 to 3. The calculation system according to any one of claims 1 to 3, wherein the at least one first subject and the at least one second subject have the same or similar attributes. The computer is
The first customer journey is determined based on the distribution of the first conscious load amount, which indicates the degree of conscious load required for each of the plurality of first targets to pass through each of the plurality of steps included in the first customer journey. For each of the plurality of steps included in the step, a first consciousness bandwidth indicating the degree of consciousness load that the plurality of first subjects can pass through is calculated,
A second customer journey for a second target person consisting of steps included in the first customer journey, wherein each of the plurality of steps included in the second customer journey is associated with an order in the second customer journey. Acquired,
The first conscious load amount of the steps included in the first customer journey constituting the second customer journey is the degree of conscious load required to pass through each of the plurality of steps included in the second customer journey. Calculated as the second conscious load indicating
Based on the first conscious bandwidth, calculate a second conscious bandwidth that indicates the degree of conscious load that at least one second target person can pass through for each of the plurality of steps included in the second customer journey. do,
Calculation method. to the computer,
The first customer journey is determined based on the distribution of the first conscious load amount, which indicates the degree of conscious load required for each of the plurality of first targets to pass through each of the plurality of steps included in the first customer journey. a first consciousness bandwidth calculation unit that calculates a first consciousness bandwidth indicating the degree of consciousness load that the plurality of first subjects can pass through for each of the plurality of steps included in the step;
A second customer journey for a second target person consisting of steps included in the first customer journey, wherein each of the plurality of steps included in the second customer journey is associated with an order in the second customer journey. a step acquisition unit to acquire;
The first conscious load amount of the steps included in the first customer journey constituting the second customer journey is the degree of conscious load required to pass through each of the plurality of steps included in the second customer journey. a second conscious load calculation unit that calculates a second conscious load amount indicating
Based on the first conscious bandwidth, calculate a second conscious bandwidth that indicates the degree of conscious load that at least one second target person can pass through for each of the plurality of steps included in the second customer journey. a second conscious bandwidth calculation unit that performs
A calculation program to realize this.

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