Method and apparatus for variable help content and abandonment intervention based on user behavior
First Claim
1. A computer-implemented method, comprising:
- collecting usage data from interactions between a plurality of users of a computer application and a graphical electronic tax form presented on a user interface of the computer application;
determining a plurality of determined usage patterns for interactions with the user interface of the computer application from the collected usage data,wherein the plurality of determined usage patterns comprises a normal usage pattern and an abnormal usage pattern,wherein the normal usage pattern corresponds to a first subset of usage data collected from a first subset of the plurality of users that completed the graphical electronic tax form with minimal difficulty, andwherein the abnormal usage pattern corresponds to a second subset of usage data collected from a second subset of the plurality of users that had difficulty completing the graphical electronic tax form;
presenting the graphical electronic tax form to a particular user of the computer application, wherein the graphical electronic tax form prompts the particular user to input data related to a tax filing for submission to a taxing authority;
detecting a usage pattern of interactions between the particular user and the computer application;
comparing the usage pattern to at least one of the plurality of determined usage patterns;
determining, based on comparing the usage pattern, that the particular user is having difficulty related to the inputting data into the presented graphical form; and
initiating an intervention to offer assistance to the particular user with the inputting data into the presented graphical form in response to determining that the particular user of the computer application is having difficulty.
1 Assignment
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Accused Products
Abstract
Method and apparatus for variable help content and abandonment intervention based on customer behavior in computer applications. A pattern detection and intervention mechanism may be provided that may collect usage and possibly other data for the application for a plurality of users of the application and analyze the usage data to determine usage patterns. The collected data and determined usage patterns may then be used by the pattern detection and intervention mechanism to look for and detect deviations from expected behavior and/or patterns of abnormal behavior. Embodiments may provide one or more methods of intervention to provide context-specific help or otherwise assist users for which deviations from expected behavior and/or abnormal patterns of behavior are detected. The detection that users are having difficulty with the application and proactive intervention when such difficulties are detected may help to prevent the users from abandoning the application.
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Citations
50 Claims
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1. A computer-implemented method, comprising:
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collecting usage data from interactions between a plurality of users of a computer application and a graphical electronic tax form presented on a user interface of the computer application; determining a plurality of determined usage patterns for interactions with the user interface of the computer application from the collected usage data, wherein the plurality of determined usage patterns comprises a normal usage pattern and an abnormal usage pattern, wherein the normal usage pattern corresponds to a first subset of usage data collected from a first subset of the plurality of users that completed the graphical electronic tax form with minimal difficulty, and wherein the abnormal usage pattern corresponds to a second subset of usage data collected from a second subset of the plurality of users that had difficulty completing the graphical electronic tax form; presenting the graphical electronic tax form to a particular user of the computer application, wherein the graphical electronic tax form prompts the particular user to input data related to a tax filing for submission to a taxing authority; detecting a usage pattern of interactions between the particular user and the computer application; comparing the usage pattern to at least one of the plurality of determined usage patterns; determining, based on comparing the usage pattern, that the particular user is having difficulty related to the inputting data into the presented graphical form; and initiating an intervention to offer assistance to the particular user with the inputting data into the presented graphical form in response to determining that the particular user of the computer application is having difficulty. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16)
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17. A system, comprising:
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one or more processors; a display device; and a memory coupled to the one or more processors and the display device, wherein the memory comprises program instructions executable by the one or more processors to implement a computer application and a pattern detection and intervention mechanism, wherein the computer application comprises a graphical form presented on a user interface that prompts a particular user of the computer application to input data related to a tax filing for submission to a taxing authority, and wherein the pattern detection and intervention mechanism is configured to; collect usage data from the interaction of the particular user of the computer application with the user interface; compare the collected usage data from the interaction of the particular user with at least one of a plurality of determined usage patterns collected from interactions of a plurality of users of the computer application with the user interface, wherein the plurality of determined usage patterns comprises a normal usage pattern and an abnormal usage pattern, wherein the normal usage pattern corresponds to a first subset of usage data collected from a first subset of the plurality of users that completed the graphical electronic tax form with minimal difficulty, and wherein the abnormal usage pattern corresponds to a second subset of usage data collected from a second subset of the plurality of users that had difficulty completing the graphical electronic tax form; determine, based on comparing the collected usage data with at least one of a plurality of determined usage patterns, that the particular user is having difficulty inputting data into the presented graphical form; and initiate an intervention to offer assistance to the particular user with the inputting data into the presented graphical form in response to a determinion that the particular user of the computer application is having difficulty. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27)
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28. A system, comprising:
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a network; a plurality of client devices configured to couple to the network, wherein each client device comprises an instance of a particular computer application comprising a graphical electronic tax form presented on a user interface; and a server device configured to couple to the network, wherein the server device is configured to; collect usage data from interactions of a plurality of users with the instances of the computer application on the client devices; determine a plurality of determined usage patterns for interactions with the computer application from the collected usage data, wherein the plurality of determined usage patterns comprises a normal usage pattern and an abnormal usage pattern, wherein the normal usage pattern corresponds to a first subset of usage data collected from a first subset of the plurality of users that completed the graphical electronic tax form with minimal difficulty, and wherein the abnormal usage pattern corresponds to a second subset of usage data collected from a second subset of the plurality of users that had difficulty completing the graphical electronic tax form; send the graphical electronic tax form to a particular user of a particular instance of the computer application, wherein the graphical electronic tax form prompts the particular user to input data related to a tax filing for submission to a taxing authority; detect a usage pattern of interactions between the particular user and the particular instance of the computer application compare the usage pattern of interactions to at least one of the plurality of determined usage patterns; determine, based on comparing the usage pattern of interactions to at least one of the plurality of determined usage patterns, that the particular user is having difficulty related to the inputting data into the presented graphical form; and initiate an intervention to offer assistance to the particular user with the inputting data into the presented graphical form in response to said a determination that the particular user is having difficulty. - View Dependent Claims (29, 30, 31, 32, 33, 34)
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35. A system, comprising:
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a network; a plurality of client devices configured to couple to the network, wherein each client device comprises an instance of a particular computer application comprising a graphical electronic tax form presented on a user interface; and a server device configured to couple to the network, wherein the server device is configured to; collect usage data from interactions of a plurality of users with the instances of the computer application on the client devices; and determine a plurality of determined usage patterns for interactions with the computer application from the collected usage data, wherein the plurality of determined usage patterns comprises a normal usage pattern and an abnormal usage pattern, wherein the normal usage pattern corresponds to a first subset of usage data collected from a first subset of the plurality of users that completed the graphical electronic tax form with minimal difficulty, and wherein the abnormal usage pattern corresponds to a second subset of usage data collected from a second subset of the plurality of users that had difficulty completing the graphical electronic tax form, wherein each of the plurality of client devices is configured to; present the graphical electronic tax form to a particular user of a particular instance of the computer application, wherein the graphical electronic tax form prompts the particular user to input data related to a tax filing for submission to a taxing authority; detect a usage pattern of interactions between the particular user and the particular instance of the computer application, compare the usage pattern of interactions to at least one of the plurality of determined usage patterns; determine, based on comparing the usage pattern of interactions to at least one of the plurality of determined usage patterns, that the particular user is having difficulty related to the inputting data into the presented graphical form; and initiate an intervention to offer assistance to the particular user with the inputting data into the presented graphical form in response to said determining that the particular user is having difficulty. - View Dependent Claims (36, 37, 38, 39, 40, 41)
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42. A computer readable storage medium, comprising program instructions, wherein the program instructions are computer-executable to implement:
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collecting usage data from interactions between a plurality of users of a computer application and a graphical electronic tax form presented on a user interface of the computer application; determining a plurality of determined usage patterns for interactions with the user interface of the computer application from the collected usage data, wherein the plurality of determined usage patterns comprises a normal usage pattern and an abnormal usage pattern, wherein the normal usage pattern corresponds to a first subset of usage data collected from a first subset of the plurality of users that completed the graphical electronic tax form with minimal difficulty, and wherein the abnormal usage pattern corresponds to a second subset of usage data collected from a second subset of the plurality of users that had difficulty completing the graphical electronic tax form; presenting the graphical electronic tax form to a particular user of the computer application, wherein the graphical electronic tax form prompts the particular user to input data related to a tax filing for submission to a taxing authority; detecting a usage pattern of interactions between the particular user and the computer application; comparing the usage pattern to at least one of the plurality of determined usage patterns; determining, based on comparing the usage pattern to at least one of the plurality of determined usage patterns, that the particular user is having difficulty related to the inputting data into the presented graphical form; and initiating an intervention to offer assistance to the particular user with the inputting data into the presented graphical form in response to determining that the particular user of the computer application is having difficulty. - View Dependent Claims (43, 44, 45, 46, 47, 48, 49, 50)
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Specification