Method and apparatus for implementing user feedback

• US 5,566,291 A
• Filed: 06/06/1995
• Issued: 10/15/1996
• Est. Priority Date: 12/23/1993
• Status: Expired due to Term

• Current Assignee: Timdolir Limited Limited Liability Company (Intellectual Ventures LLC)
• Original Assignee: Diacom Technologies Incorporated
• Inventors: Boulton, David A., Vucenic, Wayne, Stallings, John P.
• Primary Examiner(s): Bayerl, Raymond J.
• Application Number:
  US08/466,463
• Time in Patent Office: 497 Days
• Field of Search: 395/161, 395/159, 395/155, 395/156, 395/153, 395/157, 434/118, 434/322, 434/323, 434/350
• US Class Current: 715/709
• CPC Class Codes: G06F 11/2294 by remote test
• CPC Class Codes: G06F 11/302 where the computing system component is a software system
• CPC Class Codes: G06F 11/3055 Monitoring arrangements for monitoring the status of the computing system or of the computing system component, e.g. monitoring if the computing system is on, off, available, not available error or fault processing without redundancy G06F11/0703; error detection or correction by redundancy in data representation G06F11/08; error detection or correction by redundancy in operation G06F11/14; error detection or correction by redundancy in hardware G06F11/16
• CPC Class Codes: G06F 11/32 with visual or acoustical indication of the functioning of the machine
• CPC Class Codes: G09B 5/065 Combinations of audio and video presentations, e.g. videotapes, videodiscs, television systems
• CPC Class Codes: G09B 7/04 characterised by modifying the teaching programme in response to a wrong answer, e.g. repeating the question, supplying a further explanation

Abstract

A method and apparatus for implementing user feedback. A user may activate an enter feedback mode command in a computer environment to provide feedback in a feedback interface. A feedback record is created and the user'"'"'s context within a product, process, service, or issue to which the feedback refers is recorded in the feedback record. Attribute icons that the user may select to identify the nature of the feedback are displayed in the feedback interface. Selected attributes, the time at which the feedback is made, the physical location and identity of the user, and comments by the user are recorded in the feedback record. A feedback visualizer for a reviewer for organizing and presenting user feedback receives feedback from users, the feedback being collected and stored in a database. The visualizer identifies a reviewer'"'"'s visualization preferences, which include indications of feedback attributes that the reviewer desires to review. Collected feedback records are then filtered in accordance with the visualization preferences to create a combined set of records that include the records having the preferred attributes. The visualizer graphically displays an indication of the number of records in the combined set. A reviewer can change his visualization preferences, and the feedback records are refiltered and displayed in accordance with the changed preferences. The reviewer can also select a specific feedback record to display message content stored in the record and respond to the feedback.

Claims

1. A method for acquiring user feedback from a user during operation of a computer environment, wherein the computer environment includes an enter feedback mode command that the user may activate to provide feedback and wherein when an enter feedback mode command is received, the method comprises the steps of:

creating a feedback record in response to a user activating said enter feedback mode command;

recording the user'"'"'s feedback context within a product, process, service, or issue in the feedback record after said enter feedback mode command has been activated, the feedback record being independent of and separate from the product, process, service, or issue;

displaying a multiplicity of attributes that the user may select to identify the nature of the user feedback and displaying a plurality of attribute categories in which the attributes are arranged, each of the categories organizing a plurality of the attributes into a related group to readily describe and categorize the feedback entered by the user, the attributes being arranged in each category as different options for the user to select within each category; and

recording the attributes selected by the user and each attribute category in the feedback record after said enter feedback mode command has been activated, wherein just one attribute in each category may be selected by the user and stored in the feedback record to describe the user'"'"'s experiences as related to the particular category in which the one attribute is included, where the feedback record is available to be evaluated with a plurality of other feedback records by a reviewer who is interested in user feedback so that the reviewer can provide help to the user or improve the product, process, service, or issue, wherein the reviewer'"'"'s analysis of a pattern and distribution of said feedback records in the categories is facilitated by providing the same categories in each of the feedback records.

2. A method as recited in claim 1 further comprising the step of recording the time and date at which the feedback is made in the feedback record.

3. A method as recited in claim 1 further comprising the step of recording an indication of the physical location of the user in the feedback record.

4. A method as recited in claim 1 further comprising the step of recording an identification of the user in the feedback record.

5. A method as recited in claim 1 further comprising the steps of recording comments made by the user in the feedback record.

6. A method as recited in claim 5 further comprising the step of displaying a feedback message box on a display screen of the computer system, the message box being arranged to receive the comment inputs from the user.

7. A method as recited in claim 1 wherein the computer environment includes educational software.

8. A method as recited in claim 1 wherein the computer environment includes manual type software.

9. A method as recited in claim 1 wherein the computer environment includes test software.

10. A method as recited in claim 1 wherein the computer environment implements software and wherein the enter feedback mode command is provided within add-on software.

11. A method as recited in claim 1 wherein the feedback mode is entered by selecting a feedback icon displayed in a graphical user interface and a feedback dialog box is displayed when the feedback icon is selected, the dialog box including:

a plurality of attribute icons that serve as the attribute indicia; and

a feedback message box arranged to receive comment inputs from the user.

12. A method as recited in claim 11 wherein the dialog box further includes at least one prompted feedback indicator that is selectable by the user, wherein when a prompted feedback indicator is selected, a list of feedback items most commonly entered by a plurality of users of the computer environment or other computer environments is presented to the user, wherein one of the common feedback items can be selected by the user to store the selected feedback item in the feedback record.

13. A method as recited in claim 12 wherein said list of feedback items includes only feedback items having said context of said user feedback and entered by said plurality of users.

14. A method as recited in claim 1 further comprising displaying the contents of at least one past feedback record when the user selects to view said past feedback record, the past feedback record being a stored feedback record previously entered by said user, and wherein said user can select said past feedback record to be the user'"'"'s current feedback to said reviewer.

15. A method as recited in claim 14 wherein said user can view a subset of a plurality of past feedback records by selecting one of said attributes or by selecting a context, wherein only past feedback records having said selected attribute or selected context are displayed and may be selected as said user'"'"'s current feedback.

16. A method as recited in claim 1 wherein the attributes are arranged in a plurality of attribute categories such that a plurality of attributes are included in each attribute category, and just one attribute in each attribute category may be selected by said user and stored in the feedback record.

17. A method as recited in claim 16 wherein the attribute categories include:

a situation category which includes a plurality of attributes indicative of the type of comments that the user would like to make;

a sharing category which includes a plurality of attributes indicative of whom the user would like to know the identity of the user; and

a response category which includes a plurality of attributes indicative of the type or urgency of response from a reviewer that is desired by the user.

18. A method as recited in claim 16 wherein each of said attributes in an attribute category indicates a particular level in a sequential scale of attributes organized in that category, the scale of attributes providing a range of possible responses for the user between two extreme levels of the scale within the attribute category.

19. A method as recited in claim 1 further comprising a step of providing said feedback record to said reviewer using a computer network.

25. A feedback interface as recited in claim 16 wherein a subset of a set of standard menu selection icons is provided for a user of said computer environment to access functions and information of said computer environment, and wherein said means for displaying includes means for displaying said set of standard icons, such that said user can select one of said subset of provided icons or one of said standard icons not in said subset to comment about said selected icon.

20. A feedback interface for collecting user feedback during use of a computer environment, the feedback interface comprising:

means for creating a feedback record, wherein the feedback record is created when a user inputs an enter feedback command, said feedback command being input during or subsequent to the user'"'"'s experience of a product, process, service, or issue, wherein the user wishes to provide user feedback about the product, process, service or issue;

means for automatically determining a user'"'"'s feedback context after the enter feedback command is input;

means for displaying an input area on a display screen in which the user is to input feedback data, said means for displaying including;

means for displaying a plurality of subject fields describing the feedback context, wherein the user can specify a different context for the user feedback by selecting a descriptive subject for at least one of said fields from a list of predefined subjects provided for each of said fields; and

means for displaying a plurality of attributes which the user can select to define the feedback data, said displayed attributes being associated with said context displayed in said plurality of subject fields;

means for recording the feedback data, including the attributes and the feedback context, in the feedback record; and

means for providing the feedback record to at least one reviewer who is interested in user feedback for improvement of the product, process, service, or issue or to help users of the computer environment.

21. A feedback interface as recited in claim 20 wherein said means for displaying displays the subject fields arranged in a hierarchy, and wherein the subject fields are provided in an order such that each subject field more narrowly defines the context than subject fields provided earlier in the order.

22. A feedback interface as recited in claim 21 wherein the means for displaying displays a message input area for the user to input a message, said message input area receiving text input from the user.

23. A feedback interface as recited in claim 21 wherein said means for displaying includes means for selecting a feedback mode, wherein said user can select said feedback mode from modes including a contribute mode, collaborate mode, and feedback mode, where said contribute mode allows said user to enter information that the user wishes to add to the computer environment, said collaborate mode allows said user to share information with at least one other user of said computer environment, and said feedback mode allows said user to provide feedback to said reviewer.

24. A feedback interface as recited in claim 20 wherein an appearance and function of said displayed attributes differ according to said displayed feedback context selected by said user and recorded by said means for recording, such that each feedback context is associated with its own set of attributes.

26. A method as recited in claim 20 further comprising a step of automatically collecting system discernible attributes of a computer system implementing said computer environment and storing said system discernible attributes in said feedback record, said system discernible attributes including descriptions of a hardware platform of said computer system, components connected to said computer system, and an operating system in use on said computer system.

27. A method for acquiring user feedback from a user during use of a computer environment and a feedback environment, wherein the computer environment provides an enter feedback mode command that the user may activate to provide feedback concerning a context of a product, process, service, or issue experienced by the user, and wherein when an enter feedback mode command is received, the method comprises the steps of:

creating a feedback record in response to a user activating said enter feedback mode command, said enter feedback mode command being activated during or subsequent to the user'"'"'s experience of said context when the user wishes to provide user feedback about the context;

recording the user'"'"'s feedback context in the feedback record after said enter feedback mode command has been activated;

displaying a multiplicity of attribute indicia that the user may select to identify the nature of the user feedback, said attribute indicia being arranged into a plurality of attribute categories, each attribute category including a plurality of attributes;

displaying a prompted feedback indicator that is selectable by the user, wherein when the prompted feedback indicator is selected, a list of feedback items that have been previously entered by a plurality of users of the feedback environment is presented to the user so as to enable the user to quickly select and enter feedback that matches any of the listed feedback items and thereby reinforce the importance of the selected feedback item to users of the feedback environment; and

recording selected attributes in the feedback record after said enter feedback mode command has been activated, the attributes identifying the nature of the feedback provided by the user, wherein just one attribute in each attribute category may be selected by the user and stored in the feedback record, and wherein the feedback record is one of a plurality of feedback records available to a reviewer of feedback who is interested in user feedback for improvement of the product, process, service, or issue or to help users of the computer environment or the feedback environment.

28. A method as recited in claim 27 further comprising the step of recording an indication of the physical location of the user in the feedback record.

29. A method as recited in claim 28 further comprising the step of recording a personal identification of the user in the feedback record.

30. A method as recited in claim 29 further comprising the step of recording organizational attributes of the user within an organizational hierarchy in the feedback record, said organizational attributes including the user'"'"'s company, department, and title in a business organization.

31. A method as recited in claim 27 wherein each feedback record is arranged to store a description of the technical attributes of a computer system implementing the computer environment on which the feedback record was created, said technical attributes including a hardware platform of said computer system, components connected to said computer system, and an operating system in use on said computer system.

32. A method as recited in claim 27 wherein said list of feedback items only includes a predetermined number of the most commonly-entered feedback items previously input by a plurality of users of the feedback environment, wherein one of the common feedback items can be selected by the user to store the selected common feedback item in the feedback record, and wherein when a feedback item in said list is selected by the user, at least one attribute associated with the selected feedback item is automatically selected and recorded in said feedback record.

33. A method as recited in claim 32 wherein the displayed attribute categories include:

a situation category which includes a plurality of attributes indicative of the type of comments that the user would like to make;

a sharing category which includes a plurality of attributes indicative of whom the user would like to know the identity of the user; and

a response category which includes a plurality of attributes indicative of the speed of response that is desired by the user from a reviewer.

34. A method as recited in claim 33 wherein said situation category includes attributes of problem, idea, suggestion, complaint, and disaster.

35. A method as recited in claim 32 wherein each of said attributes in a category indicates a particular level in a sequential scale of attributes organized in that category, the scale of attributes providing a range of possible responses for the user between two extreme levels of the scale within the attribute category.

36. A method as recited in claim 32 wherein an appearance and meaning of said displayed categories and attributes change depending on the feedback context of the user.

37. A method as recited in claim 27 wherein said list of feedback items includes reviewer feedback items provided by a reviewer of said feedback from one or more of said plurality of users, said reviewer feedback items indicating a subject of interest provided by a reviewer, said reviewer feedback items being selectable by the user to store the selected reviewer feedback item in the feedback record such that said reviewer receives user feedback relation to the reviewer feedback items.

38. A method as recited in claim 27 wherein said list of feedback items only includes feedback items having said context of said user feedback.

39. A method as recited in claim 27 wherein said feedback items in said list each include a feedback message that was previously sent to a reviewer by a user of said feedback environment.

40. A method as recited in claim 27 wherein said feedback is entered by said user during display of document content in said computer environment, wherein the feedback concerns the document content, and wherein the user'"'"'s location within the document content is recorded as said context in the feedback record after the enter feedback mode command has been activated.