Customer-based product design module
DCFirst Claim
1. A system for use with units of a computer product that are in use respectively by different users, comprisinga user interface which is part of each of the units of the computer product and provides a medium for two-way local interaction between the user and the unit of the product,interaction scripts that mediate two-way interaction between each of the users and the corresponding unit of the product via the user interface, each of the interaction scripts causing information and questions about use of the unit of the product to be conveyed to the user from the unit of the product and enabling information and questions about use of the unit of the product to be conveyed from the user to the product, different ones of the interaction scripts being suitable for users who are at different levels of experience or functionality in using the product,a triggering element arranged to trigger appropriate ones of the interaction scripts between the user and the unit of the product based on usage information accumulated at the unit of the product about use of the unit of the product by the user,a communication element that carries the interaction scripts and results of triggered interactions between the units of the products and one or more remote third parties, anda generation element that enables generation of new interaction scripts based on the results of previously triggered interactions occurring at more than one of the units of the product.
4 Assignments
Litigations
0 Petitions
Accused Products
Abstract
The invention may be embedded in products or services that contain a microprocessor and a facility for communication. The resulting two-way interactive media enables relationships to be built with individual customers and groups of customers throughout a product'"'"'s or service'"'"'s life cycle. Customers may also be provided with automatic, portable in-use access to constantly updated information during product use, to increase user success and reduce costly and error-filled processes of acquiring product expertise. The invention may interact with customers, gather information from customers, communicate customer information securely to a vendor or external third party(ies), construct and transmit new pre-programmed interactions to the customer communications system in the product, and analyze and report customer information. This new medium provides a worldwide way to transform the use of products and services into interactive two-way dialogues; add in-product performance measures and any specific assistance needed; educate and train customers as their product uses change; permit vendors to discover and respond instantly to market shifts and opportunities; generate and test new ideas; enable customers to guide a vendor or a third party(ies) in satisfying their needs; and other means of using in-product communications to fit business operations with rapidly changing customers and markets. By making two-way learning and information delivery part of the product and service environment, vendors or third parties can become faster, more efficient and accurate in designing, delivering and supporting what customers want to buy.
1023 Citations
37 Claims
-
1. A system for use with units of a computer product that are in use respectively by different users, comprising
a user interface which is part of each of the units of the computer product and provides a medium for two-way local interaction between the user and the unit of the product, interaction scripts that mediate two-way interaction between each of the users and the corresponding unit of the product via the user interface, each of the interaction scripts causing information and questions about use of the unit of the product to be conveyed to the user from the unit of the product and enabling information and questions about use of the unit of the product to be conveyed from the user to the product, different ones of the interaction scripts being suitable for users who are at different levels of experience or functionality in using the product, a triggering element arranged to trigger appropriate ones of the interaction scripts between the user and the unit of the product based on usage information accumulated at the unit of the product about use of the unit of the product by the user, a communication element that carries the interaction scripts and results of triggered interactions between the units of the products and one or more remote third parties, and a generation element that enables generation of new interaction scripts based on the results of previously triggered interactions occurring at more than one of the units of the product.
-
17. A method for aiding design of a product comprising
creating a first version of the product, including with the first version an interactive user feedback element that permits two-way communication between a user of the product and a designer of the product and which accumulates information on use of the product by a user, the user feedback element including a user control for selectively enabling or disabling the user feedback element, engaging in a two-way communication between the user and the designer, under control of the user, including recovering the information from the user feedback element, the two-way communication being initiated by the product based on usage information accumulated at the product about use of the product by the user, analyzing the information, and redesigning the product in accordance with the results of the analyzing step.
-
36. A system for use with units of a computer product that are in use respectively by different users, the system comprising
a user interface which is part of each of the units of the computer product and provides a medium for two-way local interaction between the user and the unit of the product, the user interface including a user control for selectively enabling or disabling the user interface, interaction scripts that are controlled by the user and mediate two-way interaction between each of the users and the corresponding unit of the product via the user interface, each of the interaction scripts causing product information and questions about use of the unit of the product to be conveyed to the user from the unit of the product and causing information and questions about usage of the unit of the product to be conveyed from the user to the product, different ones of the interaction scripts being suitable for users who are at different levels of experience or functionality in using the product, a triggering element arranged to trigger appropriate ones of the interaction scripts between the user and the unit of the product based on usage information accumulated at the product about use of the unit of the product by the user, an electronic communication element that carries the interaction scripts and results of triggered interaction scripts between the units of the products and one or more remote third parties, an element that enables generation of new interaction elements based on the results of previously triggered interaction scripts occurring at more than one of the units of the product, an authoring system for use by one or more of the remote parties for managing the content of the interaction scripts, and an analyzer of results of triggered interaction scripts received at one or more of the remote parties from multiple users with respect to multiple products.
-
37. A system for managing information about a value to users of units of a computer product that are in use by the users, the system comprising
in each of the units of the computer product, a user interface which provides a medium for two-way local interaction between the user and the unit of the product, interaction scripts that mediate two-way interaction between each of the users and the corresponding unit of the product via the user interface, each of the interaction scripts carrying information about the value to users of using the product, a value information server accessible via a public communication network from each of the units of the computer product and by a vendor of the computer product, the value information server storing interaction scripts and the value information that results from the interaction scripts, and a communication element that carries the interaction scripts and the information that results from the interaction scripts between the units of the products and the value information server, and between the value information server and the vendor.
Specification