Optimizing a user experience

• US 9,519,867 B1
• Filed: 10/31/2012
• Issued: 12/13/2016
• Est. Priority Date: 10/31/2012
• Status: Expired due to Fees

• Current Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Hebb, Lauriann Lowe, Reeves, Raymond Emilio, Ward, Jason Norwood, Tran, Tuan Quoc
• Primary Examiner(s): Smith, Paulinho E
• Application Number:
  US13/665,099
• Time in Patent Office: 1,504 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06F 16/21 Design, administration or maintenance of databases
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06N 7/06 Simulation on general purpose computers
• CPC Class Codes: G06Q 30/00 Commerce

Abstract

Systems, methods, and computer-readable media for optimizing a user experience are provided. The method includes optimizing a user experience using clusters, user preferences, or a combination thereof. Clusters may be created based on, for example, user behaviors, or actions, exhibited by a user. User preferences may be established for each cluster in order to further customize the clusters. The clusters may be continuously monitored such that if changes are necessary they may be immediately applied such as a user exhibited different behavior and requiring association with a new cluster. This information, or clustering, may be utilized to predict user satisfaction such that more positive user experiences are encountered and negative user experiences are, to the extent possible, avoided, or at least lessened.

Claims

1. One or more non-transitory computer-readable storage media having computer-executable instructions embodied thereon that, when executed, perform a method for optimizing a user experience, the method comprising:

identifying one or more users associated with a plurality of user behaviors, wherein the plurality of user behaviors are actions taken with regard to mobile device features;

in accordance with the plurality of user behaviors, creating one or more user clusters, wherein each user cluster includes a subset of the one or more users associated with a predetermined number of same user behaviors;

creating a set of user preferences within each of the one or more user clusters, wherein each set of user preferences;

(i) is specific to the plurality of user behaviors associated with a corresponding user cluster, and

(ii) indicates mobile device feature preferences of the one or more users of the corresponding user cluster;

predicting an overall user-experience satisfaction level for a first user using a first set of user preferences of a first user cluster to which the first user belongs; and

when a negative overall user-experience satisfaction level for the first user is predicted, communicating a recommendation to the first user, wherein the recommendation provides one or more actions for the first user to take on a mobile device with regard to at least one mobile device feature, and wherein the one or more actions to take avoid the negative satisfaction level or reduce the negative satisfaction level.

2. The media of claim 1, wherein the set of user preferences are created based on one or more surveys completed by the one or more users.

3. The media of claim 1, wherein the plurality of user behaviors is continuously monitored.

4. The media of claim 1, wherein predicting a satisfaction level for a first user using a first set of user preferences of a first user cluster to which the first user belongs further comprises:

predicting a negative satisfaction level for the first user.

5. The media of claim 1, wherein a satisfaction level is identified based on a predetermined number of users executing an action.

6. The media of claim 1, further comprising predicting device compatibility for at least one of the one or more users.

7. The media of claim 1, wherein the one or more user clusters are reorganized based on updated user behaviors.

8. One or more non-transitory computer-readable storage media having computer-executable instructions embodied thereon that, when executed, perform a method for optimizing a user experience, the method comprising:

identifying one or more users associated with a plurality of user behaviors wherein the plurality of user behaviors are actions taken with regard to mobile device features;

in accordance with the plurality of user behaviors, creating one or more user clusters, wherein each user cluster includes a subset of the one or more users associated with a predetermined number of the same user behaviors;

creating a set of user preferences within each of the one or more user clusters, wherein each set of user preferences;

(i) is specific to the plurality of user behaviors associated with a corresponding user cluster, and

(ii) indicates mobile device feature preferences of the one or more users of the corresponding user cluster;

identifying a first user and a device associated therewith;

associating the first user with a first cluster of the one or more user clusters;

based on the plurality of user behaviors of a first subset of one or more users associated with the first cluster, predicting an overall user-experience satisfaction level for the first user associated with the first cluster; and

when a negative overall user-experience satisfaction level is predicted for the first subset of one or more users associated with the first cluster, communicating a recommended action to the first user associated with the first cluster to take on a mobile device with regard to at least one mobile device feature, wherein the recommended action to take avoids the negative overall user-experience satisfaction level or reduces the negative overall user-experience satisfaction level.

9. The media of claim 8, further comprising identifying a rate plan associated with the first user.

10. The media of claim 9, wherein the first user is associated with the first cluster based on the device associated with the first user, the rate plan associated with the first user, or a combination thereof.

11. The media of claim 8, wherein the first user is associated with the first cluster based on identifying a first set of users associated with the first cluster being associated with one or more user behaviors that are also associated with the first user.

12. The media of claim 8, further comprising:

identifying that a response to a predetermined number of recommendation actions has not been received from the first user; and

based on identifying that a response to the predetermined number of recommendation actions has not been received from the first user, ceasing communication of recommendation actions to the first user.

13. The media of claim 12, further comprising upon identifying that recommendation actions are not to be communicated to the first user, automatically executing an action for the first user.

14. A system for optimizing a user experience, the system comprising:

a computing device associated with one or more processors and one or more computer storage media; and

an optimization engine comprising;

a manager component configured for managing an optimization system and distributing user information to one or more other components of the optimization system, wherein the user information includes user actions with regard to mobile user device features;

an analysis component for;

analyzing the user information;

providing recommended cluster groupings of one or more users associated with the user information; and

providing recommendation actions to maintain user satisfaction of the one or more users, wherein the recommendation actions are actions to be taken by the one or more users with regard to a mobile user device feature to reduce or prevent negative overall user-experience satisfaction;

a communicating component for communicating the recommendation actions to one or more mobile user devices;

an updating component for updating the cluster groupings based on updated user information; and

a prediction component for predicting actions to take on a mobile user device with regard to a mobile user device feature to affect overall user-experience satisfaction, wherein when a number of users within a first cluster grouping take a particular action with regard to a same mobile user device feature, the particular action is predicted to positively affect overall user-experience satisfaction of remaining users of the first cluster grouping that have not taken the particular action.

15. The system of claim 14, further comprising a monitoring component for continuously monitoring the optimization system such that changes in user information are identified.

16. The system of claim 14, further comprising a user device including an optimization agent for receiving instructions from the optimization engine.

17. The system of claim 16, wherein the optimization engine communicates the recommendation actions to the optimization agent, and wherein the recommendation actions include deleting an application from the user device.

18. The system of claim 16, wherein the optimization engine communicates the recommendation actions to the optimization agent, and wherein the recommendation actions are presented to a user via an interface of the user device.

19. The system of claim 14, wherein the prediction component predicts user satisfaction based on a predetermined number of users executing a same action.

20. The system of claim 19, wherein the prediction component is further configured to predict device compatibility for one or more users.