Method and system for crowdsourcing the detection of usability issues in a tax return preparation system
First Claim
1. A computing system implemented method for detecting usability issues in one or more user experience pages of a tax return preparation system, comprising:
- providing, with one or more computing systems, a tax return preparation system;
providing, with the tax return preparation system, tax return interview content data representing one or more user experience pages of a tax return preparation interview, to obtain user characteristics data from a user computing system for a user to enable the tax return preparation system to prepare a tax return for the user, the user characteristics data representing user characteristics of the user;
monitoring system access data representing one or more system access activities by the user within one or more of the user experience pages of the tax return preparation interview;
storing the user characteristics data and the system access data of the user in memory allocated for use by the tax return preparation system;
providing predictive model data representing one or more predictive models that are trained to determine a likelihood of a potential issue with one or more of the user experience pages of the tax return preparation interview, at least partially based on segmentation of users based on the user characteristics of users of the tax return preparation system;
applying one or more of the user characteristics data and the system access data to the predictive model data to transform one or more of the user characteristics data and the system access data into potential issue score data representing one or more potential issue scores that represent the likelihood of a potential issue in one or more of the user experience pages;
applying threshold data to the potential issue score data to determine if one or more of the potential issue scores exceed one or more thresholds represented by the threshold data;
if one or more of the potential issue scores exceed one or more of the thresholds, providing issue resolution content data to the user to receive user response data that characterizes the potential issue and that indicates whether the potential issue is a user question related to one or more of the user experience pages or a usability issue in one or more of the user experience pages;
if the user response data indicates that the potential issue is the user question, displaying similar user questions and responses to the similar user questions, to improve a user experience of the user in the tax return preparation system; and
if the user response data indicates that the potential issues is the usability issue, alerting one or more service provider support personnel of the potential issue, to facilitate designing around the usability issue to improve user experiences of subsequent users of the tax return preparation system.
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Abstract
Disclosed methods and systems crowdsource the detection of usability issues in user experience pages of a tax return preparation system, according to one embodiment. Testing and debugging combinations and sequences of user experience pages can be time consuming and costly, and crowdsourcing the detection of usability issues can reduce the length of time typically consumed in detecting issues in a user experience flow, according to one embodiment. The methods and system include monitoring users'"'"' navigation behavior (e.g., system access data) within user experience pages, using predictive models to detect when users are experiencing a potential issue, and providing issue resolution content to both help the users and characterize the potential issue, according to one embodiment. If the potential issue is a usability issue, the methods and systems include requesting more information about the usability issue, to facilitate resolving the usability issue for current and subsequent users, according to one embodiment.
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Citations
30 Claims
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1. A computing system implemented method for detecting usability issues in one or more user experience pages of a tax return preparation system, comprising:
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providing, with one or more computing systems, a tax return preparation system; providing, with the tax return preparation system, tax return interview content data representing one or more user experience pages of a tax return preparation interview, to obtain user characteristics data from a user computing system for a user to enable the tax return preparation system to prepare a tax return for the user, the user characteristics data representing user characteristics of the user; monitoring system access data representing one or more system access activities by the user within one or more of the user experience pages of the tax return preparation interview; storing the user characteristics data and the system access data of the user in memory allocated for use by the tax return preparation system; providing predictive model data representing one or more predictive models that are trained to determine a likelihood of a potential issue with one or more of the user experience pages of the tax return preparation interview, at least partially based on segmentation of users based on the user characteristics of users of the tax return preparation system; applying one or more of the user characteristics data and the system access data to the predictive model data to transform one or more of the user characteristics data and the system access data into potential issue score data representing one or more potential issue scores that represent the likelihood of a potential issue in one or more of the user experience pages; applying threshold data to the potential issue score data to determine if one or more of the potential issue scores exceed one or more thresholds represented by the threshold data; if one or more of the potential issue scores exceed one or more of the thresholds, providing issue resolution content data to the user to receive user response data that characterizes the potential issue and that indicates whether the potential issue is a user question related to one or more of the user experience pages or a usability issue in one or more of the user experience pages; if the user response data indicates that the potential issue is the user question, displaying similar user questions and responses to the similar user questions, to improve a user experience of the user in the tax return preparation system; and if the user response data indicates that the potential issues is the usability issue, alerting one or more service provider support personnel of the potential issue, to facilitate designing around the usability issue to improve user experiences of subsequent users of the tax return preparation system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A computing system implemented method for detecting usability issues in one or more user experience pages of a tax return preparation system, comprising:
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providing, with one or more computing systems, a tax return preparation system; providing, with the tax return preparation system, tax return interview content data representing one or more user experience pages of a tax return preparation interview, to obtain user characteristics data from a user computing system for a user to enable the tax return preparation system to prepare a tax return for the user; receiving system access data representing one or more system access activities by the user within one or more of the user experience pages of the tax return preparation interview; storing the user characteristics data and the system access data of the user in memory allocated for use by the tax return preparation system; providing predictive model data representing one or more predictive models that are trained to determine a likelihood of a potential issue with one or more of the user experience pages of the tax return preparation interview, at least partially based on the system access data and segmentation of users based on user characteristics of the users; applying the system access data to the predictive model data to generate potential issue score data at least partially based on the system access data, the predictive model data representing one or more potential issue scores that represent the likelihood of a potential issue in one or more of the user experience pages; providing issue resolution content data to the user to notify the user that the tax return preparation system detects a potential issue for the user within the tax return preparation interview, at least partially based on one or more of the potential issue scores; receiving user response data from the user in response to providing the issue resolution data to the user, the user response data representing a user response that characterizes the potential issue as a user question with content of one or more of the user experience pages or as a usability issue in one or more of the user experience pages; if the user response data indicates that the potential issue is the user question, displaying similar user questions and responses to the similar user questions, to improve a user experience of the user in the tax return preparation system; and if the user response data indicates that the potential issue is the usability issue, alerting one or more service provider support personnel of the potential issue, to facilitate addressing the usability issue and to improve user experiences of subsequent users of the tax return preparation system. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24)
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25. A system that detects usability issues in one or more user experience pages of a tax return preparation system, comprising:
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one or more processors; and memory having instructions which, if executed by the one or more processors, cause the one or more processors to perform a process for detecting usability issues in one or more user experience pages of a tax return preparation system, the process comprising; providing, with one or more computing systems, a tax return preparation system; providing, with the tax return preparation system, tax return interview content data representing one or more user experience pages of a tax return preparation interview, to obtain user characteristics data from a user computing system for a user to enable the tax return preparation system to prepare a tax return for the user, the user characteristics data representing user characteristics of the user; monitoring system access data representing one or more system access activities by the user within one or more of the user experience pages of the tax return preparation interview; storing the user characteristics data and the system access data of the user in memory allocated for use by the tax return preparation system; providing predictive model data representing one or more predictive models that are trained to determine a likelihood of a potential issue with one or more of the user experience pages of the tax return preparation interview, at least partially based on segmentation of users based on the user characteristics of users of the tax return preparation system; applying one or more of the user characteristics data and the system access data to the predictive model data to transform one or more of the user characteristics data and the system access data into potential issue score data representing one or more potential issue scores that represent the likelihood of a potential issue in one or more of the user experience pages; applying threshold data to the potential issue score data to determine if one or more of the potential issue scores exceed one or more thresholds represented by the threshold data; if one or more of the potential issue scores exceed one or more of the thresholds, providing issue resolution content data to the user to receive user response data that characterizes the potential issue and that indicates whether the potential issue is a user question related to one or more of the user experience pages or a usability issue in one or more of the user experience pages; if the user response data indicates that the potential issue is the user question, displaying similar user questions and responses to the similar user questions, to improve a user experience of the user in the tax return preparation system; and if the user response data indicates that the potential issues is the usability issue, alerting one or more service provider support personnel of the potential issue, to facilitate designing around the usability issue to improve user experiences of subsequent users of the tax return preparation system. - View Dependent Claims (26, 27, 28, 29, 30)
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Specification