System and method for analyzing system visitor activities

• US 7,644,134 B2
• Filed: 07/05/2002
• Issued: 01/05/2010
• Est. Priority Date: 07/06/2001
• Status: Active Grant

• Current Assignee: Ignite Enterprise Software Solutions LLC
• Original Assignee: ClickFox Inc.
• Inventors: Feinstein, Ami, Jerding, Dean, Cohen, Tal, Harel, Nissim
• Primary Examiner(s): Pwu; Jeffrey
• Assistant Examiner(s): Ali; Farhad
• Application Number:
  US10/190,313
• Publication Number:
  US 20030115333A1
• Time in Patent Office: 2,741 Days
• Field of Search: 709/100, 709/218, 709/227, 707/10
• US Class Current: 709/218
• CPC Class Codes: G06F 16/958 Organisation or management of web site content, e.g. publishing, maintaining pages or automatic linking

Abstract

A method of analysis of the performance of defined visitor tasks at a host'"'"'s web site. Tasks are defined a sequence of web pages with which the host wishes the visitor to view or interact. The method allows a given task to be provided, compares the desired task to current visitor behavior to determine frequency, manner and completion of the task and analyzes the task-related information for anomalies and trends in the completion, or lack thereof, of the desired tasks.

Claims

1. A computer implemented method for analyzing user interaction with a system, wherein the system comprises a plurality of states linked by a navigation structure and a user interface for navigating between the states, the method comprising:

defining a first task as including a predefined first sequence of user accesses to two or more of the plurality of states;

accessing user session data representative of a session of first user'"'"'s interaction with the system, the session including a second sequence of user accesses to two or more of the plurality of states;

configuring a computer processor to execute a pattern-matching algorithm to compare the second sequence of user accesses in the user session data to the first sequence of user accesses in the first task to determine whether at least a portion of the first task was performed by the first user;

determining differences between the user session data and the first task if at least a portion of the first task was performed by the first user; and

generating a recommendation for altering one or more of the plurality of states of the system, based on the determined differences between the user session data and the first task, to assist future users in performing the first task.

2. The method of claim 1 further comprising the step of graphically displaying the recommendation.

3. The method of claim 1 further comprising the step of modifying the system based on the recommendation.

4. The method of claim 1 further comprising the step of filtering the interaction.

5. The method of claim 1, wherein the system is a web site, and wherein the states are pages of the web site.

6. The method of claim 1, wherein the system is a web application, and wherein the states are logical states of the web application.

7. The method of claim 1, wherein the system is an interactive voice response, and wherein the states are voice response prompts.

8. The method of claim 1, wherein the step of defining a task enables user definition of the task.

9. The method of claim 1, wherein the step of defining the first task is provided by a user via a task editor.

10. The method of claim 1, wherein the step of defining the first task enables user definition of the first task, the user selecting a focal step of interest, the direction of the first task with respect to the focal step, and length of the first task.

11. The method of claim 1 further comprising the step of identifying from the interaction with the system the number of direct task completions during the sessions, wherein direct task completion comprises completing a task without an intervening step in a predefined sequence of the task.

12. The method of claim 1 further comprising the step of identifying from the interaction with the system the number of indirect task completions during the sessions, wherein indirect task completion comprises completing a task with an intervening step in a predefined sequence of the task.

13. The method of claim 1 further comprising the step of identifying from the interaction with the system the number of task completions during the sessions.

14. The method of claim 1, wherein a task completion is defined by the group consisting of match all, match all not overlapping, match all not overlapping only after completion, match first, match n^th, match head and match tail.

15. The method of claim 1 further comprising the step of identifying an average number of interactions to complete the first task in the session.

16. The method of claim 1 further comprising the step of identifying the number of interactions to complete the first task, and wherein the task statistic includes the average number of interactions to complete the task in the session divided by the minimum number of interactions to complete the task.

17. The method of claim 1 further comprising the step of graphically displaying a task overview providing one or more of an overview of the recommendation, paths through the first task, and related tasks.

18. The method of claim 1 further comprising the step of graphically displaying a representation of interactions through the states of the first task.

19. A computer implemented method for analyzing user interaction with a website, wherein the website comprises a plurality of web pages linked by a navigation structure and a user interface for navigating between the web pages, the method comprising:

defining a first task as a predefined set of user accesses to two or more of the plurality of web pages;

accessing user session data representative of a website session of user interaction with the website;

configuring a computer processor to execute a pattern-matching algorithm to determine whether at least a subset of the first task occurs in the user session data;

identifying anomalies between the first task and the user session data if at least a subset of the first task occurs in the user session data; and

presenting a statistical analysis of the anomalies between the user session data and the first task, and a recommendation for altering one or more of the plurality of the web pages to reduce the anomalies for future users.

20. The method of claim 19 further comprising the step of modifying the system based on the recommended system modifications.

21. The method of claim 20, wherein the step of identifying from the interactions with the web site the occurrence of the task steps and the paths taken through the task steps during the sessions comprises identifying from the filtered interactions with the web site the occurrence of the task steps and the paths taken through the task steps during the sessions.

22. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to the group consisting of time of interaction duration, time of interaction commencement and time of interaction termination.

23. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to the group consisting of whether the first step in the interaction is/is not one of a predefined set of steps, whether the last step in the interaction is/is not one of a predefined set of steps, and whether a referral for the interaction is/is not one of a predefined set of referrals.

24. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to whether an interaction includes/does not include a predefined set of steps.

25. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to the number of discrete users providing the interactions.

26. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to the geography of a user providing the interactions.

27. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to the platform utilized by a user providing the interactions.

28. The method of claim 21, wherein the step of filtering the interactions filters the interactions according to the group of task characteristics consisting of task completion, task non-completion, start of a task, and start of a task that is not complete.

29. The method of claim 19 further comprising the step of filtering the interactions.

30. The method of claim 19, wherein the step of defining the first task comprises defining the first task as pages of the web site linked from a common referring web page.

31. The method of claim 30, wherein the step of defining the first task comprises defining the first task as the page identified by the n^th link provided by the common referring web page.

32. The method of claim 19, wherein the step of defining the first task comprises visual task selection via a visit tracker display of sequential interactions with the system by recognizing visual patterns.

33. The method of claim 19, wherein the step of defining the first task comprises exhaustive dominant task detection.

34. The method of claim 19 further comprising the step of determining from the interactions with the web site the performance of the first task according to a task analysis characteristic.

35. The method of claim 34, wherein the task analysis characteristic is direct task completion, wherein direct task completion comprises completing the first task without an intervening step in the predefined first sequence of the task.

36. The method of claim 34, wherein the task analysis characteristic is indirect task completion, wherein indirect task completion comprises completing the first task with an intervening step in the predefined first sequence of the task.

37. The method of claim 34, wherein the task analysis characteristic is the number of task completions.

38. The method of claim 37, wherein a task completion is defined by the group consisting of match all, match all not overlapping, match all not overlapping only after completion, match first, match n^th, match head and match tail.

39. The method of claim 19, further comprising the step of compiling a list of anomalies in the occurrence of the task.

40. The method of claim 19, further comprising the step of compiling a list of trends in the occurrence of the task.