User feedback system

• US 7,933,926 B2
• Filed: 01/09/2004
• Issued: 04/26/2011
• Est. Priority Date: 01/09/2004
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Ebert, Peter S.
• Primary Examiner(s): Yen; Syling
• Application Number:
  US10/753,559
• Publication Number:
  US 20050154557A1
• Time in Patent Office: 2,664 Days
• Field of Search: 709/203, 709/229, 709/224, 709/223, 702/186, 702/182, 705/10, 707/102, 707/736, 707/758, 707/792, 707/797, 707/793, 707/798, 707/799, 707/800, 707/801, 707/802, 707/809, 707/812, 707/828, 707/999.101, 707/999.102, 707/999.103, 707/999.107, 717/176
• US Class Current: 707/793
• CPC Class Codes: G06F 11/3428 Benchmarking
• CPC Class Codes: G06F 11/3438 monitoring of user actions tracking the activity of the user H04L67/535
• CPC Class Codes: G06F 11/3447 Performance evaluation by modeling
• CPC Class Codes: G06F 2201/865 Monitoring of software

Abstract

A user feedback system for improving a performance of a software application is described. The feedback system includes a telemetry collection system and a user feedback collection system. A context aggregator collects data from both the telemetry collection system and the user feedback collection system, and constructs a data model that characterizes the data. Using this data model, the feedback system is able to provide or enable software support in a timely, convenient, and useful way. Specifically, data in the data model is standardized across a number of software applications and/or users, so that multiple data models, along with other data sources, may be meaningfully compared to identify a problem, and possibly a solution, associated with an operation of the software application. Additionally, users of the feedback system may be connected with a virtual community of other users who the system has determined may be helpful in assisting one another.

Claims

1. A system comprising:

a network;

a telemetry collection system that is in communication with the network and that receives telemetry data that provides information about an environment of a user related to a context of the user and operation of a software application from a client computer that is in communication with the network, the telemetry data being generated independent of direct user input;

a feedback collection system that is in communication with the network and that receives feedback data from the user of the software application from the client computer, the feedback data being based on direct user input regarding an experience of the user with a performance of the software application;

a context aggregator that is in communication with the telemetry collection system and the feedback collection system, that determines a sequence of events of the telemetry data and the feedback data and that constructs a data model based on the sequence of events, the telemetry data and the feedback data, the data model describing the context of the user and characterizing the performance of the software application, the context comprising a technical context and a business context of the user of the software application; and

a solver that matches the data model to a similar data model that is associated with a separate user of the system, and that initiates communication between the user and the separate user.

2. The system of claim 1 wherein types of data within the data model are stored in standardized forms with respect to additional data models, each of which is associated with one of multiple users of the system.

3. The system of claim 2 wherein the data within the data model is associated with a timeline that is common within the data model and across the additional data models.

4. The system of claim 2 wherein the system provides the data model to a provider or producer of the software application for comparison to separate data models constructed with respect to other users of the software application.

5. The system of claim 1 wherein the solver performs an analysis of the data model to diagnose a shortcoming or perceived shortcoming in the experience of the user with the software application.

6. The system of claim 5 wherein the solver outputs a solution to the shortcoming to the user, based on the diagnosis of the shortcoming.

7. The system of claim 1 wherein the user feedback collection system receives the feedback by outputting a series of windows to the user, each window progressively providing diagnostic questions to the user regarding the experience of the user with the software application.

8. The system of claim 1 wherein the telemetry collection system and the user feedback collection system begin operation in response to a selection by the user of a feedback button associated with a user interface of the software application.

9. The system of claim 1 wherein the data model has an application specific portion that contains information pertaining to a software application being used by a user and a non-application specific portion that contains information about the user using the software application.

10. The system of claim 1 wherein the telemetry collection system collects the telemetry data from a proxy computer that intercepts communications between the software application and a computer or other application.

11. The system of claim 1 wherein the telemetry collection system collects the telemetry data from a reporting module integrated with the software application.

12. The system of claim 1 further comprising:

a solver that is in communication with the telemetry collection system, the feedback collection system and the aggregator, and that is configured to;

identify an issue to be resolved based on the context;

compare the data model to a pool of standardized data models;

determine that the issue can be resolved based upon comparing the data model to the pool of standardized data models; and

output a solution to the issue.

13. A method comprising:

collecting telemetry data that provides information about an environment of a user related to a context of the user and operation of a software application, the telemetry data being generated independent of direct user input;

collecting feedback data from the user of the software application, the feedback data being based on direct user input regarding an experience of the user with a performance of the software application;

constructing a data model based on the telemetry data, the feedback data, and a determined sequence of events of the telemetry data and the feedback data, the data model describing the context of the user and characterizing the performance of the software application, the context comprising a technical context and a business context of the user of the software application;

matching the data model to a similar data model that is associated with a separate user of the system; and

initiating communication between the user and the separate user.

14. The method of claim 13 wherein constructing the data model based on the telemetry data and the feedback data comprises formatting the data model in a standardized manner with respect to additional data models, each of which is associated with one of multiple other users.

15. The method of claim 14 wherein formatting the data model in a standardized manner comprises associating data within the data model with a timeline that is common within the data model and across the additional data models.

16. The method of claim 13 comprising performing an analysis of the data model to diagnose a shortcoming or perceived shortcoming in the operation of the software application.

17. The method of claim 16 further comprising outputting a solution to the shortcoming to the user, based on the diagnosis of the shortcoming.

18. The method of claim 13 wherein collecting feedback data from the user comprises outputting a series of windows to the user, each window progressively providing diagnostic questions to the user regarding the experience of the user with the software application.

19. The method of claim 13 comprising receiving a selection by the user of a feedback button associated with the software application, wherein collecting the telemetry data and collecting the feedback data begin in response to the selection.

20. The method of claim 13 further comprising:

identifying an issue to be resolved based on the context;

comparing the data model to a pool of standardized data models; and

determining that the issue can be resolved based upon comparing the data model to the pool of standardized data models; and

outputting a solution to the issue.

21. The method of claim 13, wherein matching is based on the data model and a set of rules of business logic to match the user and the separate user based on similarities in technical contexts and business contexts.

22. The method of claim 13, wherein matching comprises:

recognizing concurrent similarities between the user and each separate user of a plurality of separate users; and

selecting the separate user from the plurality of separate users as a most likely user to be able to assist the user.

23. An apparatus comprising a storage medium having instructions stored thereon, the instructions comprising:

receiving a first data set transmitted by a software application over a network, the software application being executed on a client computer in communication with the network, the first data set reflecting the telemetry data that provides information about an environment of a user related to a context of the user and operation of the software application, the telemetry data being generated independent of direct user input;

receiving a second data set transmitted from a user of the software application over the network, the second data set reflecting direct input from the user based on an experience of the user with a performance of the software application;

constructing a third data set based on the first data set, the second data set, and a determined sequence of events of the first data set and the second data set, the third data set reflecting a data model describing the context of the user and characterizing the performance of the software application, the context comprising a technical context and a business context of the user of the software application;

matching the data model to a similar data model that is associated with a separate user of the system; and

initiating communication between the user and the separate user.

24. The apparatus of claim 23 wherein the first data set includes a continuous stream of telemetry data describing the context of the software application.

25. The apparatus of claim 23 wherein the instructions further comprise associating time stamps with all data within the first data set and the second data set.

26. The apparatus of claim 23 wherein the instructions further comprise:

determining a diagnosis of a problem with the operation of the software application that is perceived by the user; and

transmitting the diagnosis to the user.

27. The apparatus of claim 26 wherein the diagnosis includes instructions for resolving the perceived problem.

28. The apparatus of claim 23 wherein the instructions further comprise:

determining the separate user as having information relevant to the operation of the software application, based on the third data set; and

establishing a virtual community including the user and the separate user.

29. The apparatus of claim 23 wherein the instructions are executed using multiple software applications for multiple users, and further comprise constructing the third data set according to a pre-determined format that is common to all of the multiple users.

30. The apparatus of claim 23 wherein the instructions further comprise:

identifying an issue to be resolved based on the context;

comparing the data model to a pool of standardized data models; and

determining that the issue can be resolved based upon comparing the data model to the pool of standardized data models; and

outputting a solution to the issue.