WO2016207748A1 - Procédé et système de plateforme pour l'évaluation de connaissances de client - Google Patents

Procédé et système de plateforme pour l'évaluation de connaissances de client Download PDF

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Publication number
WO2016207748A1
WO2016207748A1 PCT/IB2016/053226 IB2016053226W WO2016207748A1 WO 2016207748 A1 WO2016207748 A1 WO 2016207748A1 IB 2016053226 W IB2016053226 W IB 2016053226W WO 2016207748 A1 WO2016207748 A1 WO 2016207748A1
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WIPO (PCT)
Prior art keywords
computer
implemented method
previous
tiles
content
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PCT/IB2016/053226
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English (en)
Inventor
Anouk WILLEMS
Tim DUHAMEL
Tom DE RUYCK
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Insites Compages Nv
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Publication of WO2016207748A1 publication Critical patent/WO2016207748A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/01—Social networking

Definitions

  • the invention relates to a method and platform system for the evaluation of consumer insights in an internal environment, such as a company.
  • the insights can be used for launching new products and concepts in a company and/or for improving existing concepts.
  • US 11/527.153 describes a method for managing a virtual meeting area for introducing market intelligence into an organisation.
  • the virtual community is specifically united for reaching a predetermined objective. In this respect, the opinion of clients can be asked.
  • the invention relates to a computer-implemented method according to claim 1 and a network platform system according to claim 13.
  • the method and system allow to use, analyse and further develop consumer insights in a performant way, and this within the context of an entire organisation. In such way, insights are extended to secondary and even tertiary insights, that offer an indisputable advantage within an organisation and in which the entire organisation or at least a large part is involved.
  • Figure 1 is a schematic illustration of an embodiment of a method according to the present invention.
  • Figure 2 shows an example of a network platform system according to the present invention.
  • Figure 3 shows a possible embodiment of a wall according to the present invention.
  • Figure 4 shows a possible embodiment of an inspiration or insight tile according to the present invention.
  • Figure 5 shows a possible embodiment of an observational tile according to the present invention.
  • Figure 6 shows a possible embodiment of an idea tile according to the present invention.
  • Figure 7 shows a possible embodiment of a challenge according to the present invention.
  • Figure 8 shows a possible embodiment of a notification according to the present invention.
  • Figure 9 shows a possible embodiment of a notification according to the present invention.
  • the invention relates to a computer-implemented method that allows users of all levels within an organisation, such as a company, to come into contact with consumer insights and to further work out these insights by means of a network platform system.
  • This allows to come to new insights within the organisation and to utilize the full potential within an organisation (from staff to e.g. workmen).
  • the term 'consumer insight' means the information that is obtained directly or indirectly from a group of consumers, for example by means of questionnaires.
  • the consumers can or cannot be preselected based on age, gender, geographical location, interests, background, studies, income, family situation, etc.
  • the consumer insights can be related to a particular product, service, topic, in which the product, service or topic preferably is relevant for an organisation.
  • Consumer insights include among others tendency reports, market researches, specific consumer questionnaires, polls, etc.
  • 'network service' refers to an online platform, service, or site which is directed to promoting the creation of social networks or social relations between people (that is, 'users'), that, for example, share interests, activities, backgrounds, or real life connections.
  • the users will in particular be linked to an organisation, such as a company, and the network service will be oriented to topics that are related to the organisation.
  • a network service can consist of a representation of each user (often a profile), optionally his/her social connections or the connection with an organisation, and a number of additional services.
  • the network service will be web-based and offers means to users to make connection via the internet.
  • the network service allows users to share ideas, activities, events and interests, preferably with respect to a specific topic.
  • 'network platform system' refers to the computer architecture in which the network service works.
  • a content item can for example contain a picture, a video, a news item, ... that is put at the disposal of one of more users.
  • the term 'wall' means a part of the network service or system, in which the wall will be provided with content and is dedicated to a specific topic.
  • a wall can consist of one of more tiles, each with specific content related to the global content of the wall.
  • a wall will be specifically related to a problem, question or general objective within an organisation.
  • a wall and the tiles will (audio-)visually present the content.
  • the term 'organisation' means a structure, consisting of persons, with a common goal, for example a commercial goal.
  • An organisation can be a company, a supplier of services and/or goods, a corporation, an association, etc.
  • the method of the present invention will in particular comprise the following steps:
  • Said content will, in particular, comprise one or more primary consumer insights, in which these insights are linked to one or more activities within an organisation.
  • these consumer insights are known within an organisation.
  • the consumer insights were previously gathered by interviewing a preselected population of consumers or by means of crowd sourcing.
  • the consumers can be preselected based on age, gender, geographical location, interests, background, studies, income, family situation, etc.
  • An appropriate population is preferably selected based on the activities of the organisation.
  • Interviewing occurs via panel discussions, polls, audio-visual messages, social media, tests, etc.
  • the information that is gathered from these interrogations can lead to obtaining one or more consumer insights.
  • the topic of the enquiry will previously be determined.
  • the enquiry is rather general and relates to multiple levels and activities within an organisation.
  • the enquiry can for example be standard and periodical. This will depend on the objective that has to be achieved with the method according to the present invention.
  • the enquiry can for example be part of a market and/or trends research.
  • the consumer insights that are used in the network platform system according to the present invention are selected both from information that is already known in the organisation and from newly gathered insights.
  • the desired objective to be achieved within an organisation will first be determined.
  • This objective can be a commercial objective (e.g. increasing sales), it can be related to a problem or question within the organisation and/or a product (e.g. why is a product only sold within a particular age category, how can we get more members or members from another segment), it can be linked to a strategy that has to be followed within an organisation or it can be oriented to the creation of new products, services, etc.
  • One or more objectives that are defined within the organisation will subsequently be selected and constitute the topic of the wall within the network platform system.
  • the consumer insights that are relevant to the wall and thus the objective related to the wall are selected to constitute the tiles of a wall.
  • Composition of the tiles of the network platform system based on the bulk of consumer insights preferably occurs by means of questionning of an internal group of individuals within an organisation. Individuals can be selected based on their function within the company (e.g. marketing, management, production, R&D) and this selection will again highly depend on the objective that has to be achieved by means of the method/the project.
  • the consumer insights will be selected by means of a primary network platform system containing both the one or more objectives of the organisation and the consumer insights. Via input from the group of individuals, both by means of the primary network platform system and via meetings, the consumer insights will be selected that relate most closely to or are most relevant to the one or more objectives that are defined within the organisation. These insights subsequently constitute the tiles within a wall.
  • a score will be assigned to the coarse data, that is the bulk of consumer insights, based on defined criteria.
  • the score is preferably assigned by the individuals within the primary social network platform. In a preferred embodiment, the score will be a numerical value.
  • the criteria will in particular be predefined. In a preferred embodiment according to the present invention, the criteria will at least be based on the following conditions:
  • each insight per criteria will have assigned a weighted criteria score. This can be a numerical value on a scale, for example from 1 to 5, in which 1 stands for the lowest value and 5 for the highest value.
  • the score will be the sum of the criteria scores. In a further embodiment according to the present invention, the score will be an average value obtained from all (criteria) scores that are gathered and that are individually assigned to the insights by the group of individuals charged with task for the selection of the consumer insights.
  • the score for an insight will be weighted based on a threshold value. If the score is equal to or higher than a threshold value, then the analysed insight will be appropriate for constituting content of the social network platform.
  • the threshold value is preferably predetermined.
  • the score for an insight will be calculated in a computerized way, in which the individuals see the insights via the primary social network platform and are asked to value and rate each insight based on predefined criteria. Subsequently, means are provided to calculate the score for each insight given by each individual as well as the average of ail individual scores for each insight. Finally, the obtained score for each insight will be compared to the predefined threshold value by these means (this can be set by a responsible person within an organisation), in which it is determined whether or not the insight will further be used as content for the platform. In an embodiment, in case of a positive evaluation of the insight, it will immediately and automatically be added to the platform system.
  • the content of the walls and tiles is preferably presented (audio-)visually, by means of pictures, films, GIFs, (short) stories, slogans, quotes, logos, web links and pictograms.
  • Each tile and/or wall will in particular be provided with interaction means, allowing the users and administrators to interact with each other and with the content of the wall/tile.
  • interaction means can be diverse: communication windows can allow to comment content, to share specific content with other users/administrators, to like content, to add content to a wall or tile, to mention other users to draw attention on a particular content, etc.
  • a tile will possess a specific previously selected and uniform lay-out.
  • the tile will preferably be provided with a title, a visual representation of the insight and a data component, in which the data component contains information on the criteria on which the score is based.
  • the network platform system is composed, consisting of one or more walls that are directed at one or more objectives of an organisation, provided with one or more tiles with insights. These initial tiles are also called primary tiles or insight tiles.
  • an administrator will be assigned to each wall, in which the administrator preferably is a member of the organisation.
  • This administrator will initially be responsible for the content of his or her wall and tiles and will be able to send invitations to other users of the platform, in which the users are also members of the organisation.
  • both the users and the administrators are linked to the organisation.
  • the users can be selected arbitrarily, in which the network platform system is essentially open to everyone.
  • the users are selected based on defined characteristics, preferably characteristics linked to the user. These characteristics include among others, but are not limited to, the interests of the user (e.g. hobbies), the function within the organisation (e.g. department, level, degree of customer contact) and personal information such as age, relational status, region, etc. These characteristics can be indicated when registering on the system, after which the system carries out a preselection of the desired user profiles or not.
  • the walls are initially managed by the administrators. They can invite new users. Existing users can also invite new users. New users are preferably invited by sending an invitation and link to the platform via an e-mail. In another embodiment, the new user can be invited orally, for example via a postal card, letter, etc.
  • Log-in possibilities are provided to log into the platform.
  • Log-in is preferably done by means of a user identification code.
  • Such code is preferably the email address that is also used within the organisation, or a private email address.
  • a password can also be provided.
  • users (and administrators) When logging in, users (and administrators) will be able to make a profile.
  • Such profile is irrevocably linked to the user/administrator and his/her user identification code.
  • a profile can amongst other things comprise a picture of the user/administrator, a description, function within the organisation, status updates and for example information about the number of interactions the user/administrator had with the platform.
  • the profile is automatically made by the system, based on the pre-set user characteristics (see above).
  • one of more methods will be provided that allow to attribute a ranking to the users and/or administrators, in which the ranking is based on the number of present interactions with respect to the wall or the system and/or the number of log-ins and views of walls/tiles.
  • means can be provided for stimulating users with a low score to interact more.
  • one or more methods will also be provided that present personalised content to users, based on the one hand on the walls onto which has been written, the characteristics that have been registered and/or the number of interactions and/or ranking on the system.
  • the personalised content is in this way presented to each user, and is thus intended to increase the user's involvement.
  • a ranking can also be provided to the walls and/or tiles. This ranking is made based on the number of interactions, view, etc. with a wall/tile. In this way, one gets a view of what happens within an organisation and to which more or less attention is paid. In an embodiment, these walls and/or tiles having a low ranking, can be brought more to the attention, for example by sending notifications.
  • the term 'notifications' means correspondence that allows to inform and/or warn a user of the content or change to the system.
  • These notifications can both be e-mail correspondence, sent from the system to the user or via an internal mailing service within the system, and (pop-up) messages in the system, that are visible when a user logs in (e.g. on the home page of the system).
  • notifications can be personalised and can be adapted to the profile of the user.
  • notifications can be sent to the users/administrators of the relevant wall/tile or they can be visible when logging into the system.
  • Notifications can also be sent to users if one specifically interacts with and reacts to a previous interaction of the user.
  • Notifications can also be sent or shown when creating new walls or tiles.
  • notifications can be sent or shown to all users/administrators or a selection of them.
  • both the users and the administrators will have the permission to create, within an existing wall, tiles or so-called secondary tiles or observational tiles within a wall, with content linked to the content of the wall.
  • content can contain new ideas and insights, linked to the consumer insights of the wall, but are created within the organisation.
  • the system according to the present invention contains walls with tiles containing primary insights, based on consumer insights. They are also called insights or inspiration tiles.
  • the system when the system is active and in use, the user adds secondary tiles, that is the observation tiles. These tiles are created from insights obtained from the users, and are triggered by the content of the platform, the walls and the tiles.
  • the system can be provided with stimulation tools.
  • stimulation tools are intended for triggering and stimulating the interaction on a wall or on the system in general. This can occur on fixed intervals, or manually, for example by the administrator of a wall.
  • this occurs by means of a predictive model predicting a saturation point based on the number of observational tiles and interactions with these tiles and/or the system.
  • the term 'saturation point' indicates the point in time when the system has reached a predetermined objective.
  • the saturation point can be a starting point of a new phase or an end point of the method.
  • a stimulation tool can automatically be provided.
  • Such stimulation tool can be a new insight, or a challenge (e.g. task) or an inspiring thought.
  • inspiration tools should lead to an increase in interactions and/or observational tiles.
  • the predictive model can indicate the saturation point where there is sufficient broadness and profoundness in the observations, when it is time to move to the third and last phase of the system.
  • the ideas phase new idea tiles are created.
  • Idea tiles contain content that can be converted immediately or without significant effort to effective concepts within an organisation and that are related to the objective that was stipulated initially.
  • gathering the ideas occurs by means of a method provided to this end. Gathering ideas will in particular comprise the following steps:
  • the saturation point is hereby preferably determined based on the numbers of ideas that has been suggested, in relation to the number of participants to the system and/or the period of time of the third phase, that is the idea phase of the system.
  • Attributing a ranking to an idea is preferably determined by the number of interactions to an idea and/or the positive number of responses to an idea, the history of the originator of the idea (e.g. has he/she previously launched any other ideas to which had been reacted positively?) as well as the opinion of the consumers that were confronted with the idea.
  • gathered ideas will subsequently again be tested by a relevant population of consumers. This can be the same population as the one delivering the primary consumer insights or another population. In particular, the newly gathered ideas will be presented to the consumer population and will be questioned.
  • gathering an idea can be based on a valuation system that is open to the users of the system and/or all members of an organisation and/or the consumers.
  • the ideas are presented and they can be valued, for example by offering (virtual) funds (e.g. coins) to each participant of the valuation system.
  • the participants can express their appreciation for an idea by investing in the idea.
  • a ranking of the idea can subsequently be set up, based on the number of investments, the amount that has been invested in relation to the amount that is put at disposal in total.
  • a predictive model is subsequently applied in which the input variables of the model are based on one or more above-said data.
  • the method and all sub-methods according to the present invention will be computer-implemented. More in particular, it will be executable by a computer system, e.g. a pc, tablet or smartphone.
  • the present invention comprises a computer-driven network platform system comprising :
  • Said content will, in particular, comprise one or more primary consumer insights, and said consumer insights will be linked to one or more activities within an organisation.
  • Said content will preferably comprise pictures, drawings, links and/or text, in which the content is subdivided into one or more tiles per wall.
  • a wall will be linked to a predetermined objective within an organisation.
  • the network platform system will be provided with means for calculating a user ranking, in which the user ranking is a measure for the number of interactions by a user with the platform system.
  • means will also be provided for sending notifications and/or invitations to new users.
  • the final objective is to gather ideas that can be converted into workable concepts within an organisation with a minimum effort.
  • the present invention comprises means for ranking an idea, in which the ranking is made from the least interesting to the most interesting idea.
  • These means will in particular constitute a predictive tool, in which input variables of the tool are based on variables selected from the group of the number of interactions with the idea, the originator of the idea and his history, the score of the idea in a valuation model, the appreciation from one of (positive/negative/neutral) score given to the idea by users and/or consumers, consumer insights with respect to the idea.
  • the ranking means are preferably computer-implemented.
  • the system also contains means for determining the saturation points of each phase.
  • means for determining the saturation points of each phase are a predictive model that takes into account the number of interactions on the content of the system, as well as the profoundness (value) of the interactions.
  • the means for determining the saturation point are preferably computer-implemented.
  • the invention described here offers a higher return on investment (ROI) of the consumer insights and results in more valuable insights.
  • ROI return on investment
  • the organisation has access to more valuable, more relevant, authentic ideas that are closer to the reality of the business world, and the invention encourages employees to take action to take better decisions.
  • the invention will influence the 'day-to-day' attitude of members of the organisation, and help to gather ideas that come from the whole organisation and transform these into an innovative and consumer-centric culture.
  • Figure 1 shows a schematic illustration of a possible embodiment of a method according to the present invention.
  • the objective of the action will be determined within an organisation.
  • consumer insights will be gathered by questioning consumers (unless they had already been gathered previously) and a network platform system will be started, in which the system comprises walls that are dedicated to one or more objectives within an organisation. These walls are divided into tiles, that contain preselected consumer insights. At least one administrator is assigned to each platform.
  • a second phase the system will be launched within an organisation.
  • users will be invited, by means of email or by offline promotion (flyers, banners, etc.) (see figure 8).
  • notifications e.g. email
  • Periodic notifications can also be sent (e.g. every day, every week).
  • FIG. 2 shows a possible embodiment of a network platform system 1 according to the present invention.
  • the system 1 is the visualisation of the network service and comprises walls 2 that are divided into tiles 3. Walls and tiles are provided with content. This content can amongst other things be text, but also pictures, links to websites, slogans, etc. Moreover, the walls/tiles also contain interaction means 4 that allow a user to interact with on the one hand the content 3 as well as other user or administrators. Each user and administrator will preferably possess a profile on the system (not shown) and will be informed of changes to the system by means of notifications.
  • Figure 3 is an example of a network platform system 1 as applied to a pc or smartphone. The system is divided per wall 2, that in turn comprises tiles 3.
  • the tiles 3 are provided with content that is linked to the objective of the wall 2.
  • Interactions means 4 are provided to interact with the content of the tiles 3 and the wall 2. It can also been seen what the last interactions on the wall were and means are provided for adding additional content by means of new tiles.
  • Figures 4 up to and including 6 are examples of tiles 3 according to the present invention as applied to a smartphone.
  • a tile will standard be provided with a title, a visual data (picture or illustration) and a clear text.
  • a tile will also be provided with interaction means.
  • Figure 4 shows an insight or inspiration tile, while figures 5 and 6 respectively show an observational tile and an idea tile.
  • Each kind of tile has the same layout, only the nature of its content will be different.
  • the content on the inspiration or inspiration tile of figure 4 primarily results from consumer insights, while the content on the tiles of figures 5 and 6 results from the system and from input from the users.
  • the system will preferably be an intelligent system, in which, based on the number of interactions, and the content of the system, will be analysed by a predictive method, and in which the interaction of the user can be guided, for example by launching an observation challenge, as shown in figure 7.
  • Such challenge is intended to get more interaction on a wall/tile and to improve/enrich its content.
  • the system notices or calculates that there is sufficient interaction and content present, one can move on to the next phase in the system.
  • the final objective is to gather one of more ideas that can be implemented in the organisation.
  • the ideas can be valuated by means of a valuation system (e.g. an idea market or exchange-based system), in which both users and optionally also consumers can express their appreciation of an idea.
  • a valuation system e.g. an idea market or exchange-based system
  • Figure 9 shows a possible embodiment of a wall 2 according to the present invention in which notifications 5 are visible for the user.
  • These notifications 5 give for example a summary of the activities that occurred on the system in the last days or since the last log-in of the user.
  • the nature of the notifications can be adapted to the user profile.
  • These notifications can preferably consist of pictures, text or a combination of both. It is to be understood that the present invention is not limited to the embodiments described above and that some adjustments or changes can be added to the described examples without re-appreciation of the scope of the enclosed claims.

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Abstract

La présente invention concerne un procédé mis en œuvre par ordinateur consistant à : - fournir un contenu à un ou plusieurs mur(s) qui est/sont divisé(s) en pavés dans un système de plateforme de réseau, - nommer un ou plusieurs administrateur(s) pour chaque mur, - inviter les utilisateurs dans le système de plateforme de réseau ; - fournir un moyen d'interaction pour chaque mur ; caractérisé en ce que ledit contenu comprend une ou plusieurs connaissance(s) de client primaire et dans lequel lesdites connaissances de client sont liées à une ou plusieurs activité(s) au sein d'une organisation.
PCT/IB2016/053226 2015-06-23 2016-06-01 Procédé et système de plateforme pour l'évaluation de connaissances de client WO2016207748A1 (fr)

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BE2015/5381A BE1023025B1 (nl) 2015-06-23 2015-06-23 Werkwijze en platform systeem voor de evaluatie van consumenten inzichten
BEBE2015/5381 2015-06-23

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Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2364152A (en) * 2000-02-25 2002-01-16 Beepam Co Ltd Read service processing device method and system and recording medium

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2364152A (en) * 2000-02-25 2002-01-16 Beepam Co Ltd Read service processing device method and system and recording medium

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
GAYSYNSKY ANNA ET AL: "My YAP Family: Analysis of a Facebook Group for Young Adults Living", AIDS AND BEHAVIOR, SPRINGER US, BOSTON, vol. 19, no. 6, 4 September 2014 (2014-09-04), pages 947 - 962, XP035489129, ISSN: 1090-7165, [retrieved on 20140904], DOI: 10.1007/S10461-014-0887-8 *

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