SYSTEMS AND METHODS FOR GATHERING AND PROCESSING USER FEEDBACK

• US 20080320445A1
• Filed: 06/20/2008
• Published: 12/25/2008
• Est. Priority Date: 06/25/2007
• Status: Active Grant

• Current Assignee: OutSystems S.A.
• Original Assignee: OutSystems S.A.
• Inventors: Alves, Carlos Manuel Gregorio, Tavares, Paulo Jose Ferro, De Ferreira Teles, Nuno Filipe Campante Carvalho, Ferrao, Lucio Emanuel Represas, Rosado, Paulo Alexandre Grilo, De Sousa Coutinho, Rodrigo Leal De Faria, Da Veiga, Goncalo Bruno Alberto
• Granted Patent: US 9,612,848 B2
• Time in Patent Office: Days
• US Class Current: 717/110
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking
• CPC Class Codes: G06F 9/453 Help systems
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A system for enabling submission of user feedback includes an extension to an application that is configured for execution on a computing system. The extension is for operation with the application and may be invoked during execution of the application in order to submit user feedback on a feature of the application substantially contemporaneously with a presentation of the feature to the user during execution of the application. The extension may visually identify a location of the feature on a user'"'"'s screen and display on the user'"'"'s screen textual input, received from the user, concerning the feature.

Claims

1. A system for enabling submission of user feedback, the system comprising:

an extension to an application that is configured for execution on a computing system, the extension for operation with the application and configured for invocation during execution of the application in order to submit user feedback on a feature of the application substantially contemporaneously with a presentation of the feature to the user during execution of the application, the extension operable to visually identify a location of the feature on a user'"'"'s screen and to display on the user'"'"'s screen textual input, received from the user, concerning the feature.

2. The system of claim 1, wherein the extension is further configured to capture contents of the user'"'"'s screen at the time the user feedback is submitted.

3. The system of claim 2 further comprising a central server configured to store the contents of the user'"'"'s screen.

4. The system of claim 2 further comprising an application tool configured to replicate the contents of the user'"'"'s screen.

5. The system of claim 4, wherein the application tool replicates the visual identification of the location of the feature on the user'"'"'s screen.

6. The system of claim 4, wherein the application tool replicates the visual appearance of the textual input received from the user and displayed on the user'"'"'s screen.

7. The system of claim 4, wherein the application tool is further configured to reply to the user feedback.

8. The system of claim 1, wherein the extension is further configured to block a transmission of confidential information displayed by the application.

9. The system of claim 8, wherein the extension is further configured to provide details to the user concerning non-confidential information displayed by the application prior to a transmission of such non-confidential information.

10. The system of claim 1 further comprising the application.

11. The system of claim 10, wherein the application is an enterprise application executed in a production environment.

12. The system of claim 10, wherein the application is a web-based application.

13. The system of claim 10, wherein the application is a desktop application.

14. The system of claim 1, wherein the extension is further configured to identify a location of source code for the application.

15. The system of claim 14 further comprising an application tool configured to access and modify the source code for the application.

16. The system of claim 1, wherein invocation of the extension is configurable based upon criteria selected from the group consisting of a type of application being executed, a type of data being generated by the application, an identity of an end-user accessing the application, a time-zone within which the end-user is located, a profile of the end-user, a time of day, system availability, and data external to the system.

17. A method for gathering user feedback, the method comprising:

executing an application on a computing system;

presenting to a user, during execution of the application, a feature of the application;

invoking an extension to the application during execution of the application; and

using the extension to submit user feedback on the feature of the application substantially contemporaneously with the presentation of the feature to the user during execution of the application,

wherein the extension, in use, visually identifies a location of the feature on a user'"'"'s screen and displays on the user'"'"'s screen textual input, received from the user, concerning the feature.

18. The method of claim 17 further comprising capturing contents of the user'"'"'s screen at the time the user feedback is submitted.

19. The method of claim 18 further comprising storing the contents of the user'"'"'s screen on a central server.

20. The method of claim 18 further comprising replicating the contents of the user'"'"'s screen.

21. The method of claim 20, wherein the visual identification of the location of the feature on the user'"'"'s screen is replicated.

22. The method of claim 20, wherein the visual appearance of the textual input received from the user and displayed on the user'"'"'s screen is replicated.

23. The method of claim 17 further comprising replying to the user feedback.

24. The method of claim 17 further comprising blocking a transmission of confidential information displayed by the application.

25. The method of claim 24 further comprising providing details to the user concerning non-confidential information displayed by the application prior to transmitting such non-confidential information.

26. The method of claim 17, wherein the application is an enterprise application executed in a production environment.

27. The method of claim 17, wherein the application is a web-based application.

28. The method of claim 17, wherein the application is a desktop application.

29. The method of claim 17 further comprising identifying a location of source code for the application.

30. The method of claim 29 further comprising accessing and modifying the source code for the application.

31. The method of claim 17, wherein the extension is invoked based upon criteria selected from the group consisting of a type of the application being executed, a type of data being generated by the application, an identity of an end-user accessing the application, a time-zone within which the end-user is located, a profile of the end-user, a time of day, system availability, and data external to the application and to the extension.