KR20150037828A - System and method for analyzing experience in real time - Google Patents

Abstract

A method for real-time analysis of a user's experience on an evaluation target service or an evaluation target product according to an embodiment of the present invention includes: transmitting query data including an experience evaluation index; Receiving answer data from a terminal device; And generating evaluation result data for the evaluation target service or the evaluation target product, wherein the step of transmitting the question data includes a series of detailed actions constituting the evaluation target service or a detailed characteristic And the step of generating the evaluation result data generates evaluation result data on the basis of the detailed action or the answer data received for each of the detailed features.

Description

[0001] SYSTEM AND METHOD FOR ANALYZING EXPERIENCE IN REAL TIME [0002]

More particularly, the present invention relates to a real-time experience analysis server, a user experience processing terminal, and a real-time experience analysis method.

The information processing procedure for acquiring the experience information of the user according to the prior art has merely provided a question to the user and rely on the answer to generate the experience sampling data. This method is disclosed in Korean Patent Laid-Open No. 10-2006-0127605 entitled " Service Quality Evaluation / Retrieval System and Method Based on Customer's Service Experience ".

However, this information processing procedure has not performed a situation-based experience information processing procedure that systematically consider the user's situation before the user's experience. Concretely, there is a problem that the reliability of the related questions and the sampling procedure used when generating the experienced sampling data and the obtained results are low. In addition, the conventional information processing procedure has a time and space limitation to sample the user's experience.

On the other hand, the existing Service Journey Map (Journey Map) graphically depicts customer experience in service stage as a cross-sectional qualitative or quantitative expression. This map of customer journeys remained a mere confirmation of customer experience within the service process. In addition, since the customer itinerary map generally uses restorative experience data, there is a limitation in collecting data of a moment when the user actually experiences a predetermined situation in real time.

Therefore, it is necessary to incorporate the subjective or empirical evaluation system of customer and participating stakeholders into a service blueprint that is composed of function or action centered.

It is an object of the present invention to provide a real-time experience analysis system and a real-time experience analysis system for analyzing and illustrating a service process or a product from a multifaceted empirical viewpoint including a functional and behavioral viewpoint as well as an emotional experience of a participant, ≪ / RTI >

In addition, some embodiments of the present invention may include a real-time experience analysis system that can generate evaluation result data reflecting experience of a service or a product not only for a customer but also for a provider on a real- And the like.

According to an aspect of the present invention, there is provided a method for real-time analysis of a user's experience on an evaluation target service or an evaluation target product by an empirical analysis server according to an embodiment of the present invention, Transmitting question data including the evaluation target service or the experience evaluation index to the evaluation target product; Receiving answer data input by the user through the terminal device from the terminal device with respect to the question data; And generating evaluation result data for the evaluation target service or the evaluation target product on the basis of the answer data, wherein the step of transmitting the question data includes a series of detailed actions constituting the evaluation target service, The question data is transmitted according to the detailed features constituting the evaluation target product, and the evaluation result data generating step generates evaluation result data based on the detailed action or the answer data received for each detailed feature.

In addition, the server for analyzing the experience of the evaluation target service or the evaluation target product according to another embodiment of the present invention may include an experience evaluation index for the evaluation target service or the evaluation target product, A transceiver for transmitting inquiry data and receiving answer data input by the user through the terminal device from the terminal device with respect to the question data; And a data processing unit for generating evaluation result data for the evaluation target service or the evaluation target product on the basis of the answer data, wherein the transmission / reception unit comprises a series of detailed actions constituting the evaluation target service, And transmits the question data according to the detailed features to be configured, and the data processing unit generates evaluation result data based on the detailed action or the answer data received for each detailed feature.

The terminal device for processing the user's experience on the evaluation target service or the evaluation target product according to another embodiment of the present invention may further include an experience evaluation index for the evaluation target service or the evaluation target product from the real- A receiving unit for receiving the question data including the question data; A transmitter for transmitting response data input by the user to the real-time experience analysis server with respect to the question data; And a data output unit for outputting evaluation result data on the evaluation target service or the evaluation target product received from the real-time experience analysis server via the receiver, wherein the transmitter is configured to perform a series of detailed actions Or the detailed data constituting the evaluation target product, and the data output unit outputs the evaluation result data generated by the real-time experience analysis server on the basis of the answer data transmitted by the detailed action or the detailed feature do.

The present invention quantifies subjective and empirical indicators of a service process or product, including not only the customer but also various related stakeholders including the provider, according to a certain standard, thereby objectively implementing the behavioral and emotional viewpoints experienced by users in actual situations .

In addition, it is possible to analyze and visualize the user's multifaceted experience on the details of a detailed action constituting the service to be evaluated or the detailed features constituting the product to be evaluated, out of the function-oriented process analysis method.

Also, the real-time experience analysis server, which is one of the tasks of the present invention, generates evaluation result data based on answer data in which the experience of the service user is optimally reflected, It is possible to provide the evaluation result data generated in the field.

In addition, the user experience processing terminal device as any of the task resolution means of the present invention is means for presenting a comment on a predetermined evaluation target service or evaluation target product, and means for confirming the analyzed evaluation result, By separately outputting the generated provider evaluation result data and customer evaluation result data, the user can efficiently analyze the service.

In addition, by selecting the experience evaluation index based on the input data collected in advance by a plurality of terminal devices, it is possible to generate a highly reliable question or questionnaire that can accurately reflect the experience of the service evaluator over the conventional method.

1 is a block diagram illustrating a real-time experience analysis system according to an embodiment of the present invention.
2 is a block diagram illustrating a user experience processing terminal according to an exemplary embodiment of the present invention.
FIGS. 3A and 3B are diagrams illustrating each example of illustrating an experience routing map by a real-time experience analysis system according to an embodiment of the present invention.
FIG. 4 is a diagram illustrating another example of illustrating an experience routing map by the real-time experience analysis system according to an embodiment of the present invention.
5 is a diagram illustrating an example of mapping an experience tour map by a real-time experience analysis system according to an exemplary embodiment of the present invention on a space where an evaluation target service is provided.
6 is a block diagram illustrating a real-time experience analysis server according to an embodiment of the present invention.
7 is a flowchart for explaining a real-time experience analysis method according to an embodiment of the present invention.
FIG. 8 is a detailed embodiment of the step of transmitting the question data among the steps shown in FIG.
9 shows an example of the experience evaluation index in the question data in a tree structure.
10 is a diagram showing an example of answer data for a service in a restaurant.
11 is a diagram showing an example of an average value and standard deviation data for the evaluation result of the in-restaurant service.
12 is a diagram showing the evaluation result data of the in-restaurant service by the spider map method.
Fig. 13 is a diagram showing data of evaluation results of services in a restaurant in a color code system.
Fig. 14 is a view showing evaluation result data of a service in a restaurant on the basis of any one of a plurality of experience evaluation indicators.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings, which will be readily apparent to those skilled in the art. The present invention may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. In order to clearly illustrate the present invention, parts not related to the description are omitted, and similar parts are denoted by like reference characters throughout the specification.

Throughout the specification, when a part is referred to as being "connected" to another part, it includes not only "directly connected" but also "electrically connected" with another part in between . Also, when an element is referred to as "comprising ", it means that it can include other elements as well, without departing from the other elements unless specifically stated otherwise.

1 is a block diagram illustrating a real-time experience analysis system according to an embodiment of the present invention.

Referring to FIG. 1, a real-time experience analysis system includes a user experience processing terminal 100 and a real-time experience analysis server 200. The real-time experience analysis server 200 can be connected to a separate database 230 capable of storing and managing vast amounts of data.

The network 10 may be a wired network or a mobile radio communication network such as a local area network (LAN), a wide area network (WAN) or a value added network (VAN) Satellite communication networks, and the like.

The user experience processing terminal apparatus 100 may be implemented as a computer or a portable terminal capable of accessing a remote server through the network 10. [ Here, the computer includes, for example, a notebook computer, a desktop computer, a laptop computer, and the like, each of which is equipped with a web browser (WEB Browser), and the portable terminal may be a wireless communication device , Personal Communication System (PCS), Global System for Mobile communications (GSM), Personal Digital Cellular (PDC), Personal Handyphone System (PHS), Personal Digital Assistant (PDA), International Mobile Telecommunication (IMT) Based wireless communication apparatuses such as a wireless communication system, a Division Multiple Access (W-CDMA) -2000, a W-CDMA (W-CDMA) .

The real-time experience analysis server 200 receives user experience information from the user experience processing terminal 100, generates question data by classifying the received experience information, and transmits the generated question data to the user experience processing terminal 100). In addition, the real-time experience analysis server 200 can perform the experience sampling of the user and analyze the experience information of the user based on the response data received from the user experience processing terminal 100 and the video / audio data associated therewith . The data analyzed through the above process can be utilized for consumer research, marketing research, and the like.

The database 230 may include a database management system (DBMS) for transmitting / receiving data and storing the data. The database 230 may be disposed in the real-time experience analysis server 200 or may be implemented as a separate device have.

In addition, the predetermined evaluation target service may be a form in which two or more stakeholders can exchange service with each other, and the kind of the service is not particularly limited. For example, it may mean any one of a variety of services such as medical service, communication service, delivery service, food service, education service, traffic service, and the like.

In addition, the predetermined evaluation target product refers to any one of a variety of products such as electronic products, mechanical products, electromechanical products, stationery products, doll products, fitness equipment products, accessory products, kitchen products, toilet products, can do.

Hereinafter, the detailed configuration of the user experience processing terminal 100 and the real-time experience analysis server 200 will be described with reference to FIG. 2 and FIG.

2 is a block diagram illustrating a user experience processing terminal according to an exemplary embodiment of the present invention.

The terminal device 100 that processes the user's experience with respect to the predetermined evaluation target service and the evaluation target product proposed by the present invention includes a receiving unit 110, a transmitting unit 120, a data output unit 130, a progress sensing unit 140 An interface providing unit 150, and a data storing unit 160, and transmits / receives various data to / from the real time experience analysis server 200. At this time, the terminal device 100 may be a personal terminal as described above, or may be a public terminal arranged for an unspecified number of spaces for a predetermined evaluation target service and a product to be evaluated.

The reception unit 110 receives the question data including the experience evaluation index for the predetermined evaluation target service or the evaluation target product from the real-time experience analysis server 200, and transmits evaluation result data for the evaluation target service or the evaluation target product . At this time, the question data may include one or more predetermined experience evaluation indexes for efficiently evaluating a predetermined evaluation target service or evaluation target product, and the experience evaluation indexes will be described later.

The transmission unit 120 transmits the answer data inputted by the user to the question data to the real time experience analysis server 200. In particular, the transmission unit 120 transmits answer data for each of the detailed behaviors constituting the predetermined evaluation target service or the detailed features constituting the evaluation target product. That is, the user can input answer data, which is a type of feedback, using the UI provided on the screen of the user experience processing terminal 100, and the UI is provided by the interface providing unit 150 or a dedicated application installed Lt; / RTI >

Such answer data includes a type of a service to be evaluated (medical care, communication, delivery, education, etc.), a subject (a customer, a provider or an interested party) who evaluates a predetermined evaluation target service, (Coordinate values) of a space for a predetermined evaluation target service, an interior of a space for a predetermined evaluation target service (for example, a room temperature, (The number of persons waiting, the number of persons for providing services, etc.) in a space for a predetermined evaluation target service and the time required for a predetermined evaluation target service (waiting time, service providing time, etc.) ) May be reflected and thus may be generated in various ways. In addition, the same or similar criteria may be reflected on a predetermined product to be evaluated, and the product may be produced in various ways.

The transmission unit 120 can transmit the first response data generated when the user is the evaluation target service or the provider of the evaluation target product to the real time experience analysis server 200, It is possible to transmit the generated second answer data to the real-time experience analysis server 200. That is, the transmitting unit 120 can transmit the answer data classified according to who the user is to the real-time experience analysis server 200.

The data output unit 130 outputs the evaluation result data for the evaluation target service or the evaluation target product received from the real-time empirical analysis server 200 via the receiving unit 110 described above. In particular, the data output unit 130 outputs the evaluation result data generated by the real-time experience analysis server 200 based on the answer data transmitted by the detailed action or the detailed feature.

FIGS. 3A and 3B are diagrams illustrating each example of illustrating an experience routing map by a real-time experience analysis system according to an embodiment of the present invention. For reference, it will be readily understood that various examples to be described below relate to the service to be evaluated, and that related to the product to be evaluated can be applied at the same or similar level.

For example, when a predetermined evaluation target service is a service in a hospital, reservation, primary waiting, reception, secondary waiting, medical consultation, treatment / treatment, prescription / injection, prescription / treatment, , Storage, finding a drugstore, and so on.

The user can input answer data on the question data for each of a series of detailed actions constituting the in-hospital service through the terminal device 100, and can input the answer data to the in-hospital service Can be confirmed in real time. At this time, the user may be a plurality of patients as shown in FIG. 3A, and may be a patient, a nurse, a doctor as shown in FIG. 3B. That is, the evaluation result data of the in-hospital service viewed from the patient's view in the case of FIG. 3A, and the evaluation result data of the in-hospital service viewed from the viewpoint of the customer and the provider in FIG. Each answer data can be processed as a score, and the score can be transformed with a predetermined weight and used as a basis for generation of evaluation result data.

As described above, the data output unit 130 can output the evaluation result data for the predetermined evaluation target service or evaluation target product in various forms through the screen of the user experience processing terminal 100, and the user can output the evaluation result You can immediately see the data. More specifically, the various forms that can be output may be as follows, and are not limited to these examples.

According to one example, the data output unit 130 may output an average value and standard deviation data of the evaluation results of the user for each experience evaluation index in the evaluation result data.

According to another example, the data output unit 130 may output the detailed evaluation result data for each experience evaluation index according to the flow order of the detailed action in the evaluation result data or the association relation of the detailed features for each detailed action or detailed feature . At this time, the detailed evaluation result data may be displayed by a spider map method represented by a connecting line according to a predetermined reference as shown in FIG. 3B, or may be displayed in a color code system having a color difference according to a predetermined reference.

According to another example, the data output unit 130 separates and outputs the provider evaluation result data generated based on the first answer data and the customer evaluation result data generated based on the second answer data, as described above It is possible. That is, the user can confirm the customer evaluation result data and the provider evaluation result data for the in-hospital service through the screen of the terminal device 100, respectively, as shown in FIG. 3B. Although it is described here in terms of the customer and the provider, it is also possible to output the evaluation result data to the stakeholder other than the customer and the provider separately.

In addition, the evaluation target service described in the present invention may include not only mutual services as described above but also a broader concept as shown in FIG. FIG. 4 is a diagram illustrating another example of illustrating an experience routing map by the real-time experience analysis system according to an embodiment of the present invention.

That is, the predetermined evaluation target service may be for indirect service as shown in FIG. 4. At this time, it is possible to use the following functions: First Away, Text Sending, Primary Computer Operation, Rest, Second Away, Plant Water Cycle, Second Computer Operation, Receiving Text, Third Away, Third Computer Operation, It can consist of the same set of detailed actions. The evaluation result data for these can be simultaneously displayed on the screen in a mean value and spider map manner as shown in FIG.

Referring back to FIG. 2, the progress detecting unit 140 detects progress information including location information of a user in a space where the evaluation target service is performed. The transmission unit 120 may transmit the progress information transmitted from the progress detection unit 140 to the real-time experience analysis server 200 for each detailed action. The progress detection unit 140 may be implemented by including a GPS, a configuration capable of precisely detecting a position in a room according to technology development, and the like.

5 is a diagram illustrating an example of mapping an experience tour map by a real-time experience analysis system according to an exemplary embodiment of the present invention on a space where an evaluation target service is provided. The data output unit 130 may output the evaluation result data for the in-hospital service on the floor plan of the hospital in cooperation with the position sensing unit 140.

In addition, the data storage unit 160 may record the evaluation result data by detailed behavior or detailed characteristics. The data storage unit 160 may include a nonvolatile memory device such as a cache, a read only memory (ROM), a programmable ROM (PROM), an erasable programmable ROM (EPROM), an electrically erasable programmable ROM (EEPROM) Or a storage medium such as a CD-ROM, a hard disk drive (HDD), or a volatile memory device such as a random access memory (RAM).

Meanwhile, FIG. 6 is a block diagram for explaining a real-time experience analysis server according to an embodiment of the present invention.

The server 200 for analyzing a user's experience on a predetermined evaluation target service or evaluation target product proposed in the present invention includes a transceiver 210, a data processor 220 and a database 230, And transmits and receives various data to and from the experience processing terminal apparatus 100.

The transmitting and receiving unit 210 transmits question data including an evaluation evaluation index or an evaluation evaluation index to the evaluation target service or the evaluation target product to the user's terminal device 100, And receives answer data from the terminal device 100. [ In particular, the transceiver unit 210 transmits the question data for each of the detailed behaviors constituting the evaluation target service or the detailed features constituting the evaluation target product. Here, the series of detailed actions or detailed features may be set differently according to the kind of the evaluation target service or the evaluation target product, and may be changed according to the user's location information or progress information. In addition, the question data may be created by applying a qualitative data extraction method to metadata collected in advance in a plurality of terminal apparatuses. The characteristics or properties of the service (or product) are extracted according to the type of the service to be evaluated or the product to be evaluated, and the metadata is automatically classified according to various criteria, The question data and the experience evaluation index capable of optimally evaluating the experience information may be selected in advance.

In addition, the transceiver 210 checks the progress status of each detailed action according to the user's location information or progress information in the space where the evaluation target service is performed, and transmits query data to the terminal device 100).

The data processing unit 220 generates evaluation result data for the evaluation target service based on the answer data transmitted from the transmission / reception unit 210. In particular, the data processing unit 220 generates evaluation result data based on answer data received for each detail action or detail feature.

Specifically, the question data transmitted to the terminal device 100 through the transceiver 210 may include one or more experience evaluation indicators. At this time, the data processing unit 220 can generate the evaluation result data based on the answer data corresponding to the transmitted question data, and the evaluation result data includes the order of flow of the detailed actions, The detailed evaluation result data may be included. The transceiver 210 can transmit the detailed evaluation result data to the terminal device 100 so that the detailed evaluation data thus generated is output to the user at the terminal device 100. [

More specifically, the data processing unit 220 may generate the evaluation result data so that the average value and the standard deviation data of the evaluation results of the user for each experience evaluation index are included.

Or the data processing unit 220 may generate the evaluation result data so that the detailed evaluation result data for each detailed action or each detailed feature is displayed on the terminal device 100 in a spider map manner in which the data is displayed as a connection line according to a predetermined reference.

Or the data processing unit 220 may generate the evaluation result data so that the detailed evaluation result data for each detailed action or each detailed feature is displayed on the terminal device 100 in a color code scheme having a color difference according to a predetermined reference.

The data processing unit 220 may include a first data processing unit 221 and a second data processing unit 222. The data processing unit 220 may include evaluation result data for the evaluation target service or the provider of the evaluation target product, The evaluation result data for the customer of the evaluation target product can be handled separately.

That is, the first data processing unit 221 can generate the provider evaluation result data based on the first answer data received from the terminal of the provider of the evaluation target service or the evaluation target product among the answer data, The customer evaluation result data may be generated based on the second response data received from the service or the customer's terminal device of the evaluation target product. Through this, it is possible to analyze various aspects of the evaluation target service or the evaluation target product.

In addition, the database 230 may record the detailed evaluation result data for each detailed action or detailed feature. As described above, the database 230 may be implemented inside the real-time empirical analysis server 200 or may be separately implemented externally. At this time, the above-described data processing unit 220 may collect the additional answer data received from the transceiver unit 210 and update it by collecting the detailed evaluation result data recorded in the database 230. As a result, the amount of detailed evaluation result data can be collected enormously, and the quality of the detailed evaluation result data can be gradually improved.

As described above, the user experience processing terminal device proposed in the present invention can display the evaluation result data processed by service step / region or individually / integrally in the form of an experience routing map, Research, service design research, and so on. In addition, the experience of a predetermined evaluation target service or evaluation target product can be expressed in various ways from the viewpoint of various stakeholders by being classified according to the detailed action or detail characteristic unlike the conventional methods.

A method for real-time analysis of a user's experience on a predetermined evaluation target service or evaluation target product by the experience analysis server 200 according to an embodiment of the present invention will be described with reference to FIG. 7 is a flowchart for explaining a real-time experience analysis method according to an embodiment of the present invention.

First, the real-time experience analysis server 200 transmits question data including a predetermined evaluation target service or an experience evaluation index to the evaluation target product to the user's terminal device 100. In particular, the real-time experience analysis server 200 transmits the question data for each of the detailed features constituting the predetermined evaluation target service or the detailed features constituting the evaluation target product (S110).

More specifically, the step of transmitting the question data (S110) may be performed as shown in FIG. FIG. 8 is a detailed embodiment of the step of transmitting the question data among the steps shown in FIG.

That is, the progress state of each detailed action can be checked according to the user's location information or the progress information in the space where the predetermined evaluation target service is performed (S111). The real-time empirical analysis server 200 may transmit the question data about the detailed action to the terminal device 100 at the end of the detailed action (S113) .

At this time, the question data may include one or more experience evaluation indexes depending on the type of the evaluation target service or the evaluation target product. The experience evaluation index can be selected as shown in FIG. 9, but is not limited thereto. 9 shows each example of the experience evaluation index in the question data in a tree structure. FIG. 9 is an experience evaluation index for service in a restaurant, and some of these experience evaluation indexes may be selected and included in the question data.

For reference, the question data can be formed by a method of marking a score of a scored check list or by a survey method. At this time, the items of the checklist and the survey are analyzed in advance so as to obtain the optimum result by reflecting the user's experience in real time, and those optimal for obtaining the answer data used as the basic data for the consumer pattern or the improvement direction of the service to be.

More specifically, the real-time experience analysis server 200 executes the assimilated experience information classification / analysis program to extract general user experience information on each service or product before executing the experience evaluation on various services or products Or conduct an interview. The recorded user experience information is classified through computer program based language data processing method and experience value classification system. Through these processes, the keyword experience vocabulary is finally selected and used as a basis for the experience evaluation index.

Then, the real-time experience analysis server 200 receives the answer data inputted by the user through the terminal device 100 from the terminal device 100 with respect to the question data (S120).

10 is a diagram showing an example of answer data for a service in a restaurant. The question data for the menu selection step (b) of the series of detailed actions (a) constituting the service in the restaurant includes a plurality of experience evaluation indicators (c), a scored check list (d) . On the other hand, the user can select one of 0, 1, 2, and 3 as an example of the answer data according to each experience evaluation index (c), and a simple opinion in the opinion creation area (e) I can leave.

Subsequently, the real-time experience analysis server 200 generates evaluation result data for a predetermined evaluation target service or evaluation target product based on answer data received for each detailed action or detailed feature (S130).

More specifically, the step of generating evaluation result data (S130) can be generated by separating the provider evaluation result data and the customer evaluation result data. That is, the real-time experience analysis server 200 can generate the provider evaluation result data based on the first answer data received from the terminal device of the evaluation target service or the provider of the evaluation target product in the answer data by the detailed action or detailed feature have. Also, the real-time experience analysis server 200 can generate the customer evaluation result data on the basis of the second response data received from the terminal device of the customer of the evaluation object service or the evaluation object product, have.

In addition, the step of generating evaluation result data (S130) may generate the evaluation result data so as to include the detailed evaluation result data for each experience evaluation index according to the flow order of the detailed action or the association of the detailed features.

More specifically, the step of generating evaluation result data (S130) may be performed as follows.

For example, the real-time experience analysis server 200 may generate the evaluation result data or the detailed evaluation result data so that the average value and the standard deviation data of the evaluation results of the user for each experience evaluation index are included.

11 is a diagram showing an example of an average value and standard deviation data for the evaluation result of the in-restaurant service. An experience measure of service in a restaurant may include positive indicators (a) and negative indicators (b), and the mean and standard deviation data may be displayed for each of a series of detailed actions (c) have. If a portion (d) of the margin is examined in detail, the user can use the average value (square) for step (f) to enter from the locating step (e) and the average value It is easy to see that it is higher. At the same time, the standard deviation can be confirmed according to the length of the straight line superimposed on the average value (square shape). These standard deviations can be used to identify differences or evaluation distributions between users' evaluations of each experience evaluation index.

As another example, the real-time experience analysis server 200 may generate the evaluation result data so that the detailed evaluation result data for each detailed behavior or each detailed feature is displayed in a spider map manner in which the connection line is displayed according to a predetermined reference.

12 is a diagram showing the evaluation result data of the in-restaurant service by the spider map method. The evaluation result data for the in-restaurant service can be displayed through the spider map method (e), which is divided into the customer evaluation result data (a) and the provider evaluation result data (b). The spider map method (e) can easily display the evaluation results for a plurality of experience evaluation indicators at a glance, and has a higher value for the experience evaluation index farther from the center of the spider map. Customers are relatively high on positive indicators such as unique, fun, and leisure about the self-catering stage (d) of a series of detailed activities (c) The same negative indicators are evaluated relatively low. Since the provider evaluation result data (a) does not exist for the self-feeding step (d), the corresponding spider map (f) does not appear.

As another example, the real-time experience analysis server 200 may generate the evaluation result data so that the detailed evaluation result data for each detailed action or each detailed feature is displayed in a color code scheme having a color difference according to a predetermined criterion.

Fig. 13 is a diagram showing data of evaluation results of services in a restaurant in a color code system. The evaluation result data for the in-restaurant service can be displayed through the color code scheme (e, f) by dividing the customer evaluation result data (a) and the provider evaluation result data (b). For a step (d) of returning a bowl in a series of detailed acts (c) that constitutes a service within a restaurant, customer A chose a unique (blue), amusing (light blue), inconvenient (red), or irritated (pink) The service provider indicates in a color-coded manner that he / she has selected the indifference (green) indicator. Indicators in white are not selected by the user.

The real-life experience analysis server 200 may generate the evaluation result data so that the real-life experience analysis server 200 displays another form as shown in FIG. Fig. 14 is a view showing evaluation result data of a service in a restaurant on the basis of any one of a plurality of experience evaluation indicators. The evaluation result data for the service in the restaurant can be displayed separately by the customer evaluation result data (a) and the provider evaluation result data (b). The evaluation result data can be generated so that the evaluation results of the customers for the specific indicator (e) and the evaluation results of the provider are separately displayed for a series of detailed actions (c) constituting the service in the restaurant. When the evaluation result data is confirmed on the terminal device 100, the user can refer to the number (d) shown on the vertical axis.

In addition, the real-time experience analysis server 200 can transmit the detailed evaluation result data to the user's terminal device 100 so that the detailed evaluation result data thus generated is output to the user through the screen of the terminal device 100. [ The user confirms the evaluation result data outputted in real time, so that it is possible to feel satisfaction and trust in the fact that his / her experience information is used efficiently.

Furthermore, the real-time experience analysis server 200 may record the detailed evaluation result data in the database 230 for each detailed action or detailed feature. When answer data is additionally received from the user terminal 100, the additional answer data and the recorded detailed evaluation result data may be collected. The detailed evaluation result data recorded through such a collecting process can be continuously updated.

As described above, the real-time experience analysis system and method according to the present invention processes a user experience information related to a selected situation in a context-specific experience information processing by a qualitative data extraction method, Can be derived. In addition, question data can be generated on the basis of pre-selected keywords using statistical techniques such as a theoretical framework such as an empirical framework (computerized classification / screening) and an unspecified number of answers, which are computerized programs. In addition, the customer and the provider can quantitatively evaluate the question data received through the terminal device, and the real-time experience analysis server can analyze and display the evaluation result data from various viewpoints according to detailed actions or detailed features.

It will be understood by those skilled in the art that the foregoing description of the present invention is for illustrative purposes only and that those of ordinary skill in the art can readily understand that various changes and modifications may be made without departing from the spirit or essential characteristics of the present invention. will be. It is therefore to be understood that the above-described embodiments are illustrative in all aspects and not restrictive. For example, each component described as a single entity may be distributed and implemented, and components described as being distributed may also be implemented in a combined form.

The scope of the present invention is defined by the appended claims rather than the detailed description and all changes or modifications derived from the meaning and scope of the claims and their equivalents are to be construed as being included within the scope of the present invention do.

Claims (20)

A method for real-time analysis of a user's experience on an evaluation target service or an evaluation target product,
Transmitting query data including the evaluation target service or the experience evaluation index to the evaluation target product to the terminal device of the user;
Receiving answer data input by the user through the terminal device from the terminal device with respect to the question data; And
And generating evaluation result data for the evaluation target service or the evaluation target product based on the answer data,
Wherein the step of transmitting the question data comprises the steps of: transmitting the question data by a series of detailed actions constituting the evaluation target service or by detailed characteristics constituting the evaluation target product,
Wherein the step of generating the evaluation result data generates evaluation result data based on the detailed action or answer data received for each of the detailed features. The method according to claim 1,
The step of transmitting the question data
Confirming a progress state of the detailed action according to progress information including position information of a user in a space in which the evaluation target service is performed; And
And transmitting the query data at the end of the detailed action. The method according to claim 1,
Wherein the question data comprises one or more experience evaluation indicators,
The step of generating the evaluation result data
And generating the evaluation result data so that the detailed evaluation result data for each experience evaluation index according to the flow order of the detailed action or the association of the detailed features is included. The method of claim 3,
Transmitting the detailed evaluation result data to the terminal device of the user so that the detailed evaluation result data is output to the user; And
Further comprising the step of recording the detailed evaluation result data by the detailed behavior or the detailed feature so that the detailed evaluation result data can be updated through the collection process when the answer data is additionally received. The method of claim 3,
The step of generating the evaluation result data
And generating the evaluation result data so that an average value and standard deviation data of the evaluation results of the user for each of the experience evaluation indexes are included. The method of claim 3,
The step of generating the evaluation result data
Generating the evaluation result data so that the detailed evaluation result data is displayed in a spider map manner in which the detailed behavior or the detailed evaluation result data is displayed as a connection line according to a predetermined criterion,
And generating the evaluation result data so that the detailed evaluation result data is displayed in a color code scheme having a color difference according to a predetermined criterion by the detailed behavior or the detailed feature. The method according to claim 1,
The step of generating the evaluation result data
Generating provider evaluation result data based on first answer data received from the terminal device of the evaluation target service or the provider of the evaluation target product among the answer data; And
And generating customer evaluation result data based on second answer data received from the customer of the evaluation target service or the customer of the evaluation target product among the answer data. A server for real-time analysis of an evaluation target service or an evaluation target product,
And transmits the question data including the evaluation target service or the experience evaluation index to the evaluation target product to the user's terminal device and transmits the answer data inputted by the user via the terminal device to the question data from the terminal device A receiving / transmitting unit; And
And a data processing unit for generating evaluation result data for the evaluation target service or the evaluation target product based on the answer data,
Wherein the transmission / reception unit transmits the query data for each of a series of detailed actions constituting the evaluation target service or detailed characteristics constituting the evaluation target product,
Wherein the data processing unit generates evaluation result data based on the detailed action or answer data received for each detailed feature. 9. The method of claim 8,
The transmitting /
And transmits the question data at the end of the detailed action according to the progress information including the location information of the user in the space in which the evaluation target service is performed. 9. The method of claim 8,
Wherein the question data comprises one or more experience evaluation indicators,
Wherein the data processing unit generates the evaluation result data so that the detailed evaluation result data for each experience evaluation index according to the flow order of the detailed action or the association relationship of the detailed features is included,
And the transmission / reception unit transmits the detailed evaluation result data to the user terminal device so that the detailed evaluation result data is output to the user. 11. The method of claim 10,
Further comprising: a database for recording the detailed evaluation result data by the detail behavior or the detailed feature,
And the data processing unit collects the additional answer data received from the transmitter / receiver with the detailed evaluation result data recorded in the database and updates the collected response data. 11. The method of claim 10,
The data processing unit
And generates the evaluation result data so that an average value and standard deviation data of the user's evaluation results for each of the experience evaluation indexes are included. 11. The method of claim 10,
The data processing unit
Generating the evaluation result data so that the detailed evaluation result data is displayed in a spider map manner in which the detailed behavior or the detailed evaluation result data is displayed as a connection line according to a predetermined criterion,
And generates the evaluation result data so that the detailed evaluation result data is displayed in a color code scheme having a color difference according to a predetermined criterion by the detailed behavior or the detailed feature. 9. The method of claim 8,
The data processing unit
A first data processing section for generating provider evaluation result data based on first answer data received from the terminal device of the evaluation target service or the provider of the evaluation target product among the answer data; And
And a second data processing unit for generating customer evaluation result data based on second answer data received from the customer of the evaluation target service or the customer of the evaluation target product among the answer data. A terminal apparatus for processing a user's experience on a service to be evaluated or a product to be evaluated,
A receiving unit for receiving question data including an experience evaluation index for the evaluation target service or the evaluation target product from a real time experience analysis server;
A transmitter for transmitting response data input by the user to the real-time experience analysis server with respect to the question data; And
And a data output unit outputting evaluation result data for the evaluation target service or the evaluation target product received from the real time experience analysis server via the receiver,
Wherein the transmission unit transmits the answer data for each of a series of detailed actions constituting the evaluation target service or detailed characteristics constituting the evaluation target product,
Wherein the data output unit outputs evaluation result data generated by the real-time experience analysis server based on the detailed action or response data transmitted for each detailed feature. 16. The method of claim 15,
Further comprising a progress detection unit for detecting progress information including location information of a user within a space in which the evaluation target service is performed,
Wherein the transmission unit transmits the progress information transmitted from the progress detection unit to the real time experience analysis server for each detailed action. 16. The method of claim 15,
Wherein the question data comprises one or more experience evaluation indicators,
And a data storage unit for recording the evaluation result data by the detailed action or the detailed feature,
Wherein the data output unit outputs detailed evaluation result data for each experience evaluation index according to a flow order of the detailed actions in the evaluation result data or an association relation of the detailed features. 18. The method of claim 17,
And the data output unit outputs an average value and standard deviation data of the evaluation results of the user for each of the experience evaluation indexes in the evaluation result data. 18. The method of claim 17,
Wherein the data output unit outputs the detailed evaluation result data by the detailed action or the detailed feature,
Wherein the detailed evaluation result data is displayed in a spider map manner as a connection line according to a preset reference or in a color code scheme having a color difference according to a predetermined reference. 16. The method of claim 15,
Wherein the transmission unit includes first answer data generated when the user is the provider of the evaluation target service or the evaluation target product or second answer data generated when the user is the customer of the evaluation target service or the evaluation target product To the real-time experience analysis server,
Wherein the data output unit distinguishes between provider evaluation result data generated based on the first answer data and customer evaluation result data generated based on the second answer data.

Images