SYSTEM AND METHOD FOR MOBILE INTERACTION

• US 20130104045A1
• Filed: 12/10/2012
• Published: 04/25/2013
• Est. Priority Date: 11/05/2009
• Status: Abandoned Application

• Current Assignee: OpinionLab Incorporated (Verint Systems Incorporated)
• Original Assignee: OpinionLab Incorporated (Verint Systems Incorporated)
• Inventors: Nickerson, Rand B., Treschl, Mark A., Wolfe, Sean E.
• Application Number:
  US13/709,881
• Publication Number:
  US 20130104045A1
• Time in Patent Office: Days
• US Class Current: 715/733
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products

Abstract

According to one embodiment, a method for collecting feedback from a mobile device user using a mobile interaction application executed on one or more processors of a mobile device includes receiving a selection of a target of the feedback from the mobile device user; presenting a graphical user interface on a display of the mobile device, the graphical user interface including a multi-level rating scale and an open-ended comment element; receiving feedback associated with the selected target from the mobile device user through an input device of the mobile device, the received feedback corresponding to at least one of the multi-level rating scale and the open-ended comment element; and wirelessly transmitting a message including the received feedback associated with the selected target and corresponding to at least one of the multi-level rating scale and the open-ended comment element.

Claims

1. A method for collecting feedback from a mobile device user using a mobile interaction application executed on one or more processors of a mobile device, the method comprising:

receiving a selection of a target of the feedback from the mobile device user;

presenting a graphical user interface on a display of the mobile device, the graphical user interface comprising;

a multi-level rating scale; and

an open-ended comment element;

receiving feedback associated with the selected target from the mobile device user through an input device of the mobile device, the received feedback corresponding to at least one of the multi-level rating scale and the open-ended comment element; and

wirelessly transmitting a message including the received feedback associated with the selected target and corresponding to at least one of the multi-level rating scale and the open-ended comment element.

2. The method of claim 1, wherein the selection of the target of the feedback comprises:

determining a current location of the mobile device; and

presenting one or more potential targets on the display of the mobile device, the potential targets identified based on proximity to the location of the mobile device; and

wherein the selected target is selected from the one or more potential targets presented on the display of the mobile device.

3. The method of claim 1, wherein the selection of the target of the feedback comprises:

receiving a digital image of a barcode acquired by a digital camera on the mobile device; and

presenting one or more potential targets on the display of the mobile device, the potential targets identified based on an association with the barcode; and

wherein the selected target is selected from the one or more potential targets presented on the display of the mobile device.

4. The method of claim 1, wherein the graphical user interface presented on the display of the mobile device is customized for the selected target of the feedback.

5. The method of claim 1, wherein the graphical user interface presented on the display of the mobile device comprises an explicit question concerning the selected target.

6. The method of claim 1, wherein the selection of a target of the feedback from the mobile device user is received through an input device on the mobile device, the input device being from the group consisting of a touchscreen, a keypad, a directional pad, and a trackball.

7. The method of claim 1, further comprising:

receiving a confirmation message in response to the wirelessly transmitted message;

graphically presenting the confirmation on the display of the mobile device.

8. The method of claim 1, further comprising:

receiving an intervention customized to address specific comments included in the wirelessly transmitted message;

graphically presenting the intervention on the display of the mobile device.

18. The mobile apparatus of claim 1, wherein the barcode image corresponds to a barcode of a type included in the group consisting of:

a one-dimensional barcode;

a two-dimensional square barcode;

a two-dimensional rectangular barcode; and

a two-dimensional round barcode.

19. The mobile apparatus of claim 1, wherein the barcode image corresponds to a color barcode.

9. Software for collecting feedback from a mobile device user, the software embodied in a tangible media and operable, when executed by one or more processors on a mobile device, to:

receive a selection of a target of the feedback from the mobile device user;

present a graphical user interface on a display of the mobile device, the graphical user interface comprising;

a multi-level rating scale; and

an open-ended comment element;

receive feedback associated with the selected target from the mobile device user through an input device of the mobile device, the received feedback corresponding to at least one of the multi-level rating scale and the open-ended comment element; and

wirelessly transmit a message including the received feedback associated with the selected target and corresponding to at least one of the multi-level rating scale and the open-ended comment element.

10. The software of claim 9, further operable to:

determine a current location of the mobile device; and

present one or more potential targets on the display of the mobile device, the potential targets identified based on proximity to the location of the mobile device; and

wherein the selected target is selected from the one or more potential targets presented on the display of the mobile device.

11. The software of claim 9, further operable to:

receive a digital image of a barcode acquired by a digital camera on the mobile device; and

present one or more potential targets on the display of the mobile device, the potential targets identified based on an association with the barcode; and

wherein the selected target is selected from the one or more potential targets presented on the display of the mobile device.

12. The software of claim 9, wherein the graphical user interface presented on the display of the mobile device is customized for the selected target of the feedback.

13. The software of claim 9, wherein the graphical user interface presented on the display of the mobile device comprises an explicit question concerning the selected target.

14. The software of claim 9, wherein the selection of a target of the feedback from the mobile device user is received through an input device on the mobile device, the input device being from the group consisting of a touchscreen, a keypad, a directional pad, and a trackball.

15. The software of claim 9, further operable to:

receive a confirmation message in response to the wirelessly transmitted message;

graphically present the confirmation on the display of the mobile device.

16. The software of claim 9, further operable to:

receive an intervention customized to address specific comments included in the wirelessly transmitted message;

graphically present the intervention on the display of the mobile device.

17. A mobile apparatus for use in collecting feedback for a selected target, the mobile apparatus comprising:

a wireless transceiver;

a digital display;

a digital camera;

one or more processors coupled to the transceiver, the digital display, and the digital camera; and

memory coupled to the one or more processors, the memory storing program instructions configured, when executed by the one or more processors, to;

receive data from the digital camera, the data corresponding to a barcode image collected by digital camera;

transmit an outgoing message using the wireless transceiver, the outgoing message containing at data corresponding to at least a portion of the barcode image;

receive an incoming message using the wireless transceiver, the incoming message containing parameters for one or more feedback solicitation elements based on the data contained in the outgoing message; and

using the parameters received in the incoming message, present the one or more feedback solicitation elements on the digital display.

20. A computer-implemented method for providing mobile interaction, comprising:

using a computer system, accessing information associated with a user experience for a particular mobile user and associated with a target entity, the accessed information including user feedback collected from the particular mobile user using mobile interaction software on a mobile device, the target entity having been selected based either on association with a location of the mobile device or on association with a graphical image collected by a camera on the mobile device;

using a computer system, accessing intervention trigger logic;

using a computer system, identifying at least one intervention trigger by applying the intervention trigger logic to at least a portion of the accessed information associated with the user experience; and

using a computer system, generating one or more intervention elements for presentation to the particular mobile user, in response to the identification of at least one intervention trigger.

21. The method of claim 20, wherein the accessed information associated with a user experience for a particular mobile user includes contextual information regarding one or more aspects of the particular user'"'"'s mobile device, the contextual information comprising at least one selected from the group consisting of a mobile device brand, a mobile device model, a software version, a network access provider, and a location of the mobile device.

22. The method of claim 20, wherein:

the information comprises at least one comment collected from the particular mobile user using feedback collection software; and

the intervention trigger logic is applied to at least a portion of the accessed information by analyzing the contents of the at least one comment collected from the particular mobile user.

23. The method of claim 20, further comprising, using a computer system, presenting at least one of the one or more intervention elements to the particular user, wherein the at least one of the one or more intervention elements comprises at least one selected from the group consisting of an asynchronous messaging application, a hypertext link to a web page, an audio element, and a video element.

24. The method of claim 20, further comprising, using a computer system, transmitting at least one of the one or more intervention elements to the mobile device of the particular user in substantially real-time after the user feedback has been collected from the particular user using feedback collection software.

25. The method of claim 24, further comprising, using a computer system, collecting information regarding the particular user'"'"'s response to at least one of the one or more intervention elements.