Information processor, method for processing information, and program

Abstract

To improve the convenience of a user who purchases a product by using an electronic commerce.SOLUTION: The information processor includes a control unit for executing presentation control processing of performing control to display an inquiry item according to a product in a user terminal; purchase determination processing of determining whether it is possible to purchase the product on the basis of an answer to the inquiry item; settlement instruction processing of instructing a settlement of the product on the basis of the determination that the product can be purchased; and confirmation request processing of sending an answer confirmation request on the basis of the determination that the product can be purchased.SELECTED DRAWING: Figure 10

Description

[Technical field]

[0001] The present invention relates to an information processing device, an information processing method, and a program, and to a technique related to electronic commerce of products (such as medical drugs) that require confirmation of certain items when purchasing. [Background technology]

[0002] When purchasing prescription drugs, a patient is usually examined by a doctor and prescribed a prescription based on a medical interview. During the interview, the doctor will ask about the patient's medical history, the progress of current symptoms, and other specific matters related to whether or not the patient can purchase the prescription drug.

[0003] An example of a technology related to such electronic commerce of medical drugs is the following Patent Document 1. Patent Document 1 discloses that when an order for a medical drug is received from a user, an appointment is made between the user and a doctor, and payment and shipping of the medical drug are carried out after the user has been examined by the doctor. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2023-8693 A Summary of the Invention [Problem to be solved by the invention]

[0005] According to the technology disclosed in Patent Document 1, even if a user performs an operation to confirm an order for a product, payment and shipping of the product are not executed unless the user is examined by a doctor. Therefore, in addition to the operation to confirm the order, the user is required to take the additional action of being examined by a doctor. Furthermore, since payment and shipping of the product are executed after the examination, it may take a considerable amount of time until the ordered product is actually shipped, which creates a problem when a user wants to obtain the product quickly.

[0006] Therefore, an object of the present invention is to improve the convenience of users who purchase products such as medical drugs through electronic commerce. [Means for solving the problem]

[0007] The information processing device of the present invention includes a control unit that executes a presentation control process that controls the presentation of questionnaire items corresponding to a product on a user terminal, a purchase determination process that determines whether or not the product can be purchased based on answers to the questionnaire items, a payment instruction process that instructs payment for the product based on the determination that the product can be purchased, and a confirmation request process that sends a request to confirm the answers to an expert terminal based on the determination that the product can be purchased. When it is determined based on the answers to the questionnaires that the product can be purchased, an instruction to pay for the product and a confirmation request are sent to the specialist terminal. Effect of the Invention

[0008] According to the present invention, when it is determined that the product can be purchased based on the answers to the medical questionnaires, a payment instruction for the product and a confirmation request to the expert terminal are made, so that the user can purchase the product appropriately after the expert's confirmation, and the time required for payment and the user's response time are reduced compared to when payment is made after the user is examined by a doctor. Therefore, the convenience of the user who purchases the product can be improved. [Brief description of the drawings]

[0009] [Figure 1] 1 is a block diagram of a schematic configuration example of a service providing system according to an embodiment. [Diagram 2] 2 is a block diagram illustrating an example of a hardware configuration of an information processing device serving as a service providing server according to an embodiment. [Diagram 3] FIG. 2 is an explanatory diagram of a functional configuration of an information processing device serving as a service providing server according to an embodiment. [Figure 4] 5A to 5C are explanatory diagrams of transitions of various screens presented on a user terminal according to an embodiment. [Diagram 5] 11 is an explanatory diagram of a presentation example of a medical interview screen according to an embodiment; FIG. [Figure 6] FIG. 13 is an explanatory diagram of a presentation example of a response confirmation screen according to the embodiment. [Figure 7] FIG. 4 is an explanatory diagram of the storage contents of a storage area of ​​a service providing server according to an embodiment. [Figure 8] 13 is an explanatory diagram of another storage content of the storage area of ​​the service providing server according to the embodiment; FIG. [Figure 9] 1 is a flowchart of an overall process flow according to an embodiment. [Figure 10] 13 is a flowchart of an example of processing by a service providing server according to the embodiment; [Figure 11] 13 is a flowchart of a questionnaire process of the service providing server according to the embodiment. [Figure 12] 13 is a flowchart of another example of processing by the service providing server according to the embodiment; DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] The embodiments will be described below in the following order. <1. System configuration> <2. Configuration of information processing device as service providing server> <3. Service Overview> [3.1. Various screen examples] [3.2. Examples of various information] [3.3. Processing flow in the service provision system] <4. Service provision server processing> <5. Summary and variations>

[0011] In addition, the "product" in this disclosure refers to a product that requires confirmation of certain items when purchasing, such as medical drugs, over-the-counter drugs, and medical-related products. In the embodiment, medical drugs will be described as an example of a product.

[0012] <1. System configuration> 1 is a block diagram showing an example of a schematic configuration of a service providing system 100 according to an embodiment. The service providing system 100 functions as an electronic commerce system that sells products (medical drugs). As shown in the figure, the service providing system 100 includes a service providing server 1, a user terminal 2, an expert terminal 3, and a product inventory management server 4.

[0013] The service providing server 1, the user terminal 2, the expert terminal 3, and the product inventory management server 4 are configured as information processing devices equipped with a microcomputer having a CPU (Central Processing Unit), a ROM (Read Only Memory), and a RAM (Random Access Memory). Specifically, the service providing server 1 and the product inventory management server 4 are assumed to be computer devices such as personal computers and workstations, or computer devices serving as cloud servers. The user terminal 2 and the expert terminal 3 are assumed to be personal computers, smartphones, tablet devices, etc.

[0014] In this example, a service providing server 1, a user terminal 2, an expert terminal 3, and a product inventory management server 4 are capable of performing data communication with each other via a network 5 such as the Internet.

[0015] The service providing server 1 is an information processing device that performs various processes for providing an electronic commerce service, and is used by a service operator who operates the electronic commerce service. The service operator is not limited to a single business entity, and may be multiple business entities. For example, when the service providing server 1 is composed of multiple information processing devices as described below, it is possible that each of the multiple business entities uses each of the information processing devices that constitute the service providing server 1.

[0016] The user terminal 2 is a terminal device used by a user who purchases products using an electronic commerce service.

[0017] The expert terminal 3 is a terminal device used by an expert on the product traded in the electronic commerce service. In the case where the product is a medical drug as in this embodiment, the expert is a doctor. Depending on the type of product, the expert may be another appropriately qualified person, such as a pharmacist or a registered salesperson.

[0018] The product inventory management server 4 is an information processing device that performs processing related to product inventory management, and is used by a product manager of a product provider, for example. The product manager may be the same business entity as the service manager that provides the electronic commerce service. In other words, the service manager or a part of the service manager may also serve as the product manager.

[0019] <2. Configuration of information processing device as service providing server> FIG. 2 is a block diagram showing an example of the hardware configuration of an information processing device 10 that can function as the service providing server 1. As shown in FIG.

[0020] 2, the information processing device includes a control unit 11, a ROM 12, and a RAM 13. The control unit 11 is composed of, for example, a CPU, and functions as an arithmetic processing unit that performs various processes, and executes various processes according to a program stored in the ROM 12 or a program loaded from the storage unit 19 to the RAM 13. The RAM 13 also stores data necessary for the CPU to execute various processes as appropriate. The control unit 11 may be composed of multiple CPUs, an AI (Artificial Intelligence) processor, or the like.

[0021] The control unit 11, the ROM 12, and the RAM 13 are interconnected via a bus 14. To this bus 14, an input / output interface 15 is also connected.

[0022] An input unit 16 consisting of operators and operation devices is connected to the input / output interface 15. For example, the input unit 16 may be various operators and operation devices such as a keyboard, a mouse, a key, a touch panel, a touch pad, a dial, a remote controller, or the like. An operation is detected by the input unit 16, and a signal corresponding to the detected operation is interpreted by the control unit 11.

[0023] Further, the input / output interface 15 is connected, either integrally or separately, to a display unit 17 formed of an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) panel, or the like, and an audio output unit 18 formed of a speaker, or the like. The display unit 17 is used to display various types of information, and is configured, for example, by a display device provided in the housing of the information processing device, or a separate display device connected thereto.

[0024] The display unit 17 executes display of images for various image processing, moving images to be processed, etc. on the display screen based on instructions from the control unit 11. Furthermore, the display unit 17 performs display of various operation menus, icons, messages, etc., that is, as a GUI (Graphical User Interface), based on instructions from the control unit 11.

[0025] A storage unit 19 and a communication unit 20 may be connected to the input / output interface 15 . The storage unit 19 is configured with a hard disk drive (HDD) or a solid state drive (SSD) and stores various information. A database may be constructed in the storage unit 19. For example, a database required for processing as the service providing server 1 is constructed in the storage unit 19.

[0026] The communication unit 20 performs communication processing via a transmission path such as the Internet, and communication with various devices via wired / wireless communication, bus communication, and the like.

[0027] A drive 22 is also connected to the input / output interface 15 as required, and a removable recording medium 21 such as a memory card or an optical disk is appropriately attached thereto.

[0028] The drive 22 allows data files such as programs used in each process to be read from the removable recording medium 21. The read data files are stored in the storage unit 19, and images and sounds contained in the data files are output on the display unit 17 and the sound output unit 18. In addition, the computer programs and the like read from the removable recording medium 21 are installed in the storage unit 19 as necessary.

[0029] In an information processing device having the above hardware configuration, for example, software for processing as the service providing server 1 of this embodiment can be installed via network communication by the communication unit 20 or the removable recording medium 21. Alternatively, the software may be stored in advance in the ROM 12, the storage unit 19, etc. The control unit 11 performs processing operations based on various programs, whereby the necessary information processing and communication processing as the service providing server 1 are executed.

[0030] Although the above describes an example of an information processing device functioning as the service providing server 1, the user terminal 2, the expert terminal 3, and the product inventory management server 4 can also be realized by information processing devices having substantially the same configuration.

[0031] Furthermore, the service providing server 1 and the product inventory management server 4 are not limited to being configured with a single information processing device as shown in Fig. 2, but may be configured with a system of multiple information processing devices. The multiple information processing devices may be systemized using a LAN (Local Area Network) or the like, or may be located in a remote location using a VPN (Virtual Private Network) using the Internet or the like. The multiple information processing devices may include information processing devices as a server group (cloud) available through a cloud computing service. The service providing server 1 and the product inventory management server 4 may be integrated into one information processing device.

[0032] The control unit 11 of the information processing device 10 serving as the service providing server 1 has the functions shown in Fig. 3. That is, the control unit 11 has a presentation control processing unit 11a, a purchase determination processing unit 11b, a payment instruction processing unit 11c, a confirmation request processing unit 11d, a shipping management processing unit 11e, and an interview setting processing unit 11f.

[0033] The presentation control processing unit 11a is a function that controls the user terminal 2 to present questionnaire items according to the product. The medical questionnaire items are predetermined items that need to be confirmed in order to determine whether or not the product can be purchased. In the case where the product is a medical drug, for example, the items to be confirmed are related to the user's age, subjective symptoms, medical history, allergy information, other medicines being taken, etc. The confirmation items for determining whether or not a product can be purchased differ for each product. For this reason, control is performed to have the user terminal 2 present questionnaire items according to the product.

[0034] The purchase determination processing unit 11b is a function for determining whether or not a product can be purchased based on answers to questionnaire items. The answers referred to here are answers by the user to the questionnaire items presented by the user terminal 2.

[0035] The payment instruction processing unit 11c is a function for instructing payment for a product based on the determination that the product can be purchased.

[0036] The confirmation request processing unit 11d is a function that transmits a confirmation request for the answer to the expert terminal 3 based on the determination that the product can be purchased.

[0037] The shipping management processing unit 11e is a function that instructs the shipping of a product in response to receiving a confirmation completion notice notifying completion of confirmation of an answer from the expert terminal 3. The shipping management processing unit 11e is also a function that instructs preparation for shipping of a product before receiving the confirmation completion notice.

[0038] The consultation setting processing unit 11f is a function that determines whether or not the user is purchasing a product for the first time, and if it is determined that the user is purchasing a product for the first time, sets up a consultation between the user and an expert. The interview here is, for example, an online interview conducted using the user's user terminal 2 and the expert's expert terminal 3. Note that the online interview is not limited to being conducted using the user terminal 2 and the expert terminal 3, and may be conducted using another terminal. The interview may also be a face-to-face interview.

[0039] Although not shown in the figure, the control unit 11 has a function to execute various processes necessary for providing electronic commerce services, such as generating and transmitting various screen data to be presented on the user terminal 2 and the expert terminal 3, registering and managing users and experts, and executing processes related to product purchases and payments.

[0040] Although the control unit 11 has the above-mentioned functions, the control unit 11 of the information processing device 10 serving as the service providing server 1 of the embodiment does not need to have all of these functions. For example, the control unit 11 may be configured to include only the presentation control processing unit 11a, the purchase determination processing unit 11b, the settlement instruction processing unit 11c, and the confirmation request processing unit 11d. Furthermore, when the service providing server 1 is configured with a plurality of information processing devices 10, the control unit 11 of each information processing device 10 may have the functions of FIG. 3 in a distributed manner. Moreover, the control unit 11 may have a processing function other than those mentioned above.

[0041] <3. Service Overview> An overview of the electronic commerce service provided by the service providing system 100 according to the embodiment will be described.

[0042] In conventional electronic commerce services that sell medical drugs, when a user places an order for a product, a doctor examines the user and asks questions about the user before deciding whether the user can purchase the product. If it is determined that the product can be purchased, payment is made and the product is shipped.

[0043] In contrast, in the electronic commerce service of the embodiment, when a user orders or selects a product, a medical interview screen is presented to the user to confirm medical interview items corresponding to the product, instead of a doctor's examination, which takes time and effort. When the user confirms and answers the presented medical interview items, it is determined whether the user can purchase the product based on the answers. If it is determined that the product can be purchased, a payment instruction for the product and a request for confirmation of the answers to the expert are issued. Furthermore, once confirmation of the answers by the expert is completed, the product is shipped. Various examples of screens presented to users and experts when providing such electronic commerce services, examples of information managed in the storage area of ​​the service providing server 1, and the flow of processing in the service providing system 100 will be described below.

[0044] [3.1. Various screen examples] First, various screens presented to a user who purchases a product using an electronic commerce service will be described with reference to FIGS. In the following, an example will be described in which the various screens to be presented are web pages presented on the web browser of the user terminal 2, but the presentation form of the various screens is not limited to web pages and may be other presentation forms. For example, some screens may be content superimposed on other screens, or some or all of the screens may be screens presented by an application program installed in the user terminal 2. The various screens are presented on the user terminal 2 by the control unit 11 of the service providing server 1 controlling the user terminal 2 to present these various screens.

[0045] To use an e-commerce service, a user accesses an e-commerce site via the user terminal 2. At this time, a category list screen 101 is presented on the user terminal 2. Product categories are displayed in a selectable manner on the category list screen 101. In the case where the product is a medical drug as in this embodiment, categories such as "oral contraceptives" and "AGA (androgenetic alopecia) treatment drugs" are displayed in a selectable manner on the category list screen 101.

[0046] When a category is selected on the category list screen 101 by a user's selection operation, a product list screen 102 is presented on the user terminal 2. On the product list screen 102, products in the product category selected on the category list screen 101 are displayed in a selectable manner. For example, when "oral contraceptives" is selected on the category list screen 101, oral contraceptive products such as "Product A," "Product B," and "Product C" are displayed in a selectable manner.

[0047] When a product is selected on the product list screen 102 by a user's selection operation, a product screen 103 is presented on the user terminal 2. The product screen 103 presents an explanation of the product selected on the product list screen 102 and a button that the user operates to order the product (for example, an "add to cart" button).

[0048] When the user performs an operation to order a product on the product screen 103, a medical interview screen 104 is presented on the user terminal 2.

[0049] 5 shows an example of the inquiry screen 104. The inquiry screen 104 presents an inquiry item It corresponding to the product for which an ordering operation has been performed, a relevant answer button Bt10, a non-relevant answer button Bt11, and supervision information Sp. The medical questionnaire item It is an item that needs to be confirmed in order to determine whether or not the product for which the order has been placed (product A in the illustrated example) can be purchased, such as, for example, "Have you recently had irregular bleeding?" or "Have high blood pressure?" In the illustrated example, if the user corresponds to any one of the presented questionnaire items It (for example, "has recently had irregular bleeding" or "has high blood pressure"), the purchase of product A is not possible. In other words, the questionnaire items are provided in a description format that determines that the purchase of the product is not possible if the user corresponds to any one of the items. The description format of the medical question items is not limited to the above, and instead of the above medical question items It, for example, medical question items It such as "Have you had any recent irregular bleeding?", "Do you not have high blood pressure?", etc. In other words, the medical question items It may be provided in a description format in which it is determined that the product can be purchased if all of the medical question items It are met.

[0050] The relevant answer button Bt10 and the non-relevant answer button Bt11 are buttons that the user operates to answer the presented questionnaire item It. The relevant answer button Bt10 is operated when the user answers that at least one medical question item It on the medical question screen 104 corresponds to the user. The non-relevant answer button Bt11 is operated when the user answers that all medical question items It on the medical question screen 104 do not correspond to the user. When the relevant answer button Bt10 or the non-relevant answer button Bt11 is operated, the user's answer corresponding to the operated button is transmitted to the service providing server 1, and the screen transition from the medical interview screen 104 is performed. Depending on the description format of the medical question item It, the corresponding answer button Bt10 is provided as a button to be operated when the user corresponds to all medical question items It, and the non-corresponding answer button Bt11 is provided as a button to be operated when the user does not correspond to at least one medical question item It. The function of the button used for the user's answer operation and the answer transmitted in response to the operation may be appropriately set according to the description format and contents of the medical question item It.

[0051] The supervision information Sp is information supervised by an expert, and indicates, for example, that the presented medical interview item It has been supervised by an expert. The supervision information Sp may include the name of the expert who supervised the medical interview item It (a doctor in the example of FIG. 5) as shown in the figure.

[0052] In addition, in Figure 5, an example is shown in which a relevant answer button Bt10 and a non-relevant answer button Bt11 are provided to enable the user to answer all the medical questionnaire items It presented on the medical questionnaire screen 104 at once, but the method of answering the medical questionnaire items It is not limited to the example shown in Figure 5. For example, a corresponding answer button and a corresponding non-corresponding answer button may be provided for each medical questionnaire item It. Also, for each medical questionnaire item It, an operator such as a check box or radio button to be operated when the item is corresponding / non-corresponding, and an input field in which numbers or letters can be entered as an answer may be provided. In this case, the user can more reliably answer each medical questionnaire item It. When accepting an answer for each medical questionnaire item It in this way, an operator such as an answer send button for sending the answer is provided separately. Furthermore, even when operators such as a corresponding answer button Bt10 and a non-corresponding answer button Bt11 for answering all the medical questionnaire items It presented on the medical questionnaire screen 104 at once are provided, an operator for sending an answer may be provided in addition to these operators for answering. In this case, the burden on the user for answering operations can be reduced, and the user can reliably send the answer after confirming the answer he or she selected. Note that the form of the corresponding answer button Bt10 and the non-corresponding answer button Bt11 is not limited to buttons, and may be provided as, for example, a check box or a radio button.

[0053] 5 described above includes all the inquiry items It necessary for purchase judgment of the product for which an order operation has been performed. Therefore, the user can grasp all the inquiry items It on one screen, and can answer all the inquiry items It at once by operating the corresponding answer button Bt10 or the non-corresponding answer button Bt11.

[0054] Now, the explanation will be returned to Fig. 4. When the user answers the questionnaire item It on the questionnaire screen 104 described above, the answer is transmitted to the service providing server 1, and depending on the result of the purchase decision based on the answer, a screen transition from the questionnaire screen 104 is performed. That is, depending on the result of the purchase decision, a purchase procedure screen 105 or a purchase impossible notification screen 106 is presented on the user terminal 2.

[0055] First, an example in which a purchase procedure screen 105 is presented on the user terminal 2 will be described. If it is determined based on the response sent from the user terminal 2 that the product can be purchased, a purchase procedure screen 105 is presented on the user terminal 2. The purchase procedure screen 105 is a screen for confirming the order of the product (a so-called shopping cart screen), and shows a state in which the product determined to be available for purchase has been added to the cart. The purchase procedure screen 105 is provided with an order confirmation button for confirming the order, and also allows the user to confirm and specify information related to payment and delivery of the product, such as the payment method and the desired date and time of delivery of the product. When the order is confirmed by the user on the purchase procedure screen 105, the operations to be performed by the user in purchasing the ordered product are completed.

[0056] In the embodiment, when an order is confirmed on purchase procedure screen 105 by a user operation, a screen transition is made from purchase procedure screen 105, and questionnaire screen 107 is presented on user terminal 2. Questionnaire screen 107 is provided with, for example, various questions, answer fields for the questions, and an operator for sending the questionnaire results. When the survey results are sent on the survey screen 107 by the user's operation, if it is determined based on the survey results that the user is interested in other products, a product screen 103 of the other products is presented on the user terminal 2. If it is determined based on the survey results that the user is not interested in other products, a category list screen 101 is presented on the user terminal 2. After the transition, the user can select, for example, another category or product on each screen and continue browsing or ordering products.

[0057] Next, an example in which the purchase impossible notification screen 106 is presented on the user terminal 2 will be described. If it is determined that the product cannot be purchased based on the answer sent from the user terminal 2, a purchase-disabled notification screen 106 is presented on the user terminal 2. The purchase-disabled notification screen 106 is a page that notifies the user that the product cannot be purchased, and displays a message such as "Based on the web questionnaire, you are unable to purchase this product. Please consult a nearby clinic." When the purchase impossible notification screen 106 is presented on the user terminal 2 for a predetermined period of time, a screen transition occurs from the purchase impossible notification screen 106, and the category list screen 101 is presented on the user terminal 2. After the transition, the user can select, for example, another category or product on each screen and continue browsing or ordering products.

[0058] As described above, by performing selection operations and the like on each screen presented on the user terminal 2, the user can purchase the product after answering the questionnaire items corresponding to the product. Note that the screen transition example shown in FIG. 4 is just an example, and screen transitions may be performed in a different flow. For example, the product screen 103 may not be provided, and in response to the selection of a product on the product list screen, a medical inquiry screen 104 corresponding to the selected product may be presented. Also, the questionnaire screen 107 may not be presented following the purchase procedure screen 105. Also, the medical inquiry screen 104 about other products in which the user is interested may be presented following the questionnaire screen 107. In addition, for example, if the information related to the payment and delivery of the product has already been specified by the user, the purchase procedure screen 105 may not be presented following the medical inquiry screen 104.

[0059] Next, with reference to FIG. 6, an example screen presented to the expert verifying the answer will be described. In the following, an example will be described in which the screen to be presented is a screen presented by an application program pre-installed in the expert terminal 3, but the presentation mode of the presented screen is not limited to a screen on the application program, and other presentation modes are also possible. Note that the screen to be presented is presented on the expert terminal 3 by the control unit 11 of the service providing server 1 controlling the expert terminal 3 to present the screen.

[0060] A confirmation request is made to the expert terminal 3 of the expert registered in the electronic commerce service, for example at predetermined time intervals, to confirm a plurality of answers. In response to the confirmation request, an answer confirmation screen 201 is presented to the expert terminal 3, allowing the expert to confirm the answers.

[0061] Fig. 6 shows an example of the answer confirmation screen 201. The answer confirmation screen 201 shown in Fig. 6 shows a case list Ls of answers for which confirmation has been requested (three answers in the illustrated example) and a confirmation completion button Bt20. The case list Ls lists information necessary for confirmation of answers by experts for each case, such as a user ID (identification), product ID, questionnaire ID, answer status, answer time, payment status, and payment time, which will be described later. The confirmation completion button Bt20 is a button that the expert operates in response to completion of answer confirmation. When the confirmation completion button Bt20 is operated by the expert, a confirmation completion notification is transmitted from the expert terminal 3 to the service providing server 1 to notify that the answer confirmation has been completed.

[0062] The presentation form of the answer confirmation screen 201 is not limited to the example shown in FIG. For example, in addition to the confirmation completion button Bt20 that is operated after confirmation of all answers is completed, an operator such as a check box or button that is operated when confirmation is completed for each case may be provided. In this case, confirmation of answers by experts can be performed more reliably for each case. Also, an operator such as the confirmation completion button Bt20 may not be provided on the answer confirmation screen 201. In this case, when the confirmation of the answer to the case list Ls is completed, a confirmation completion notice is sent by other means (for example, an email sending operation). In addition, for example, when a case is judged to be unpurchasable from the expert's point of view, an operator to be operated by the expert or an input field for comments may be provided to notify that fact. The information listed in the case list Ls is not limited to the above example. Only some of the above information may be included, or information other than the above may be included. In addition, when confirmation of only one response is requested, it goes without saying that only information related to the case of that one response will be listed.

[0063] [3.2. Examples of various information] Next, various types of information stored in a storage area such as the storage unit 19 of the service providing server 1 will be described.

[0064] The storage area of ​​the service providing server 1 stores information for each product order made via the user terminal 2. An example of the stored contents is shown in FIG.

[0065] As shown in the figure, various information is stored in association with an order ID for uniquely identifying an order. Specifically, the user ID for identifying the user who placed the order, the product ID for identifying the ordered product, the questionnaire ID, first visit / revisit information, response status, response date and time, payment status, confirmation status, confirmation person, and shipping status are stored in association with each other.

[0066] Here, the medical questionnaire ID is an identifier for uniquely identifying the medical questionnaire screen presented to the user. Although not shown in the figure, related information such as medical questionnaire items to be presented on the medical questionnaire screen, supervision information, and information on answers that should be used to determine whether the product can be purchased are linked to the medical questionnaire ID and stored separately. Therefore, it is possible to identify the medical questionnaire items presented to the user based on the medical questionnaire ID. The first visit / return visit information is information indicating whether or not a user identified by a user ID is ordering a product identified by a product ID for the first time. In the illustrated example, "first visit" indicates that it is an order or a first visit, and "return visit" indicates that it is not a first order. The answer status is information indicating the answer status to the presented questionnaire items. In the illustrated example, "Done" indicates that an answer has been received from the user and it has been determined that the answer makes it possible to purchase the product. "Not yet" indicates other statuses. In other words, it indicates that an answer has not been received from the user, or that an answer has been received from the user but it has been determined that the answer does not make it possible to purchase the product. The reply date and time indicates the date and time when the reply was received. The payment status is information indicating whether or not the payment for the order has been completed. The payment date and time indicates the date and time when the payment was completed. The verification status is information indicating whether or not verification of the answer by the expert has been completed. The person in charge of verification is information indicating the expert in charge of verifying the answer. In the illustrated example, an expert ID, which will be described later, is stored as information on the person in charge of verification. The shipping status is information indicating the shipping status of the product, and for example, information such as that the shipping of the product has been completed or that preparation for shipping of the product has been instructed is stored.

[0067] In this way, by managing various information by linking each order to the order ID, it is possible to manage the progress of each order. Also, by storing at least the user ID, product ID, and response status for each order, it is possible to determine whether a user's purchase of a particular product is the first time based on the stored information, and furthermore, the determination result can be stored as first visit / revisit information. Although not shown in the figure, in addition to the above information, the payment method designated by the user, information on the product provider and delivery company related to the shipment of the product, etc. may be stored in association with the order ID. In addition, if a comment is received from the expert who confirmed the answer, the comment is stored in association with the order ID.

[0068] In the above, an example was given in which the answer status is stored by distinguishing between cases where it is determined that the purchase is possible based on the received answer and cases where it is not (i.e., cases where no answer has been received and cases where it is determined that the purchase is not possible based on the received answer). In this case, since it is not necessary to store the answers themselves to the questionnaire items by the user or the determination results, it is possible to reduce the amount of information that needs to be stored for each order, and it is also possible to reduce the burden of information management since it is not necessary to store sensitive personal information related to the user. Examples of the answer status are not limited to the above, and for example, the answer status may be stored by distinguishing between the above three cases, that is, when it is determined that the purchase is possible based on the received answer, when it is determined that the purchase is not possible based on the received answer, and when no answer is received. Also, the answer content and the answer determination result may be stored separately from the answer status. In this case, it is possible to present a medical interview screen that uses, for example, past answers and their determination results. Furthermore, instead of storing the answer contents and the answer judgment results together with other information related to the order, they may be temporarily stored, for example, on a session basis (for example, from one login by a user to logout). In this case, it is possible to present a medical interview screen that uses the answer contents and answer judgment results up to that point in the same session, while eliminating the need to store sensitive personal information.

[0069] Next, an example of the stored contents of information about experts using the expert terminal 3, which is stored in the storage area of ​​the service providing server 1, will be described with reference to FIG.

[0070] As shown in the figure, the expert ID, which uniquely identifies an expert, is linked to and stored with the number of confirmed answers indicating the number of answers confirmed by the expert, the response speed indicating the time required from sending a confirmation request to receiving a confirmation completion notification, the number of QA (Question and Answer) / complaints handled, the average survey score, the evaluation, and the previous evaluation. The number of QA / complaints handled is the number of times questions and complaints received from users via e-commerce services or SNS (Social Networking Services) were handled. The average survey score is, for example, an evaluation value based on the results of a survey conducted by users. The evaluation and previous evaluation are evaluation values ​​given by the service operator or users. Although not shown in the figure, other information such as name, contact information, and specialty information may be stored in association with the expert ID. It is not necessary to store all of the above information, and only some of the information or information other than the above may be stored.

[0071] In this way, by storing information on the response of each expert in the electronic certificate transaction service, it becomes possible to evaluate the response of the expert. By storing evaluation information from the perspective of the user and the service operator in addition to statistical information such as the number of confirmed answers, evaluation from various perspectives becomes possible. Evaluations based on the various stored information can be used for flexible service operation, for example, by reflecting them in doctor fees.

[0072] The above describes the information related to product orders and experts, but the storage area of ​​the service providing server 1 also stores other information necessary for providing electronic commerce services. For example, login information such as a password, attribute information such as name, gender, age, and family structure, address information for product shipping, contact information, and payment method information are stored for each user in association with a user ID. Also, product information such as product name, product genre, and product description, and information such as a medical questionnaire ID to be presented are stored for each product in association with a product ID. Although the above describes an example in which various information is stored in the memory area of ​​the service providing server 1, it is not necessary for all of the information to be stored in the memory area of ​​the service providing server 1, and some or all of the information may be stored in an external server, database, etc. accessible to the service providing server 1.

[0073] [3.3. Processing flow in the service provision system] Next, an overview of the processing of the service providing system 100 will be described with reference to Fig. 9. Fig. 9 shows an example of the flow of processing executed by the service providing server 1, the user terminal 2, the expert terminal 3, and the product inventory management server 4. Here, the flow from user login to product shipment is shown.

[0074] In this example, it is assumed that a user logs in when accessing or after accessing an electronic commerce site provided by the service providing server 1. In step S10, the user terminal 2 sends a user ID, a password, and the like in response to a user operation to make a login request to the service providing server 1. In step S20, the service providing server 1 performs a login process for the user in response to the login request. In the login process, registration of a new user and authentication process for a registered user are performed, and the user's login state is established.

[0075] In step S11, the user terminal 2, in response to a user operation, makes various screen requests to the service providing server 1. The various screens referred to here are, for example, the category list screen 101, the product list screen 102, and the product screen 103 described with reference to FIG. In step S21, the service providing server 1 transmits screen data of various screens in response to the request, which causes a screen transition on the user terminal 2 in step S12, and the requested screen is presented. The processes of steps S11, S21, and S12 are repeated in response to a user operation.

[0076] In step S13, the user terminal 2 makes a product order request to the service providing server 1 in response to a user operation. For example, a product order request is made when the user operates an operation button for ordering a product on a product screen. If the electronic commerce site does not have a product screen, a product order request is made by selecting a product on a product list screen instead of performing an operation to order a product on the product screen. In step S22, in response to the product order request, the service providing server 1 transmits screen data of a medical interview screen including medical interview items corresponding to the ordered product to the user terminal 2. As a result, in step S14, a screen transition is performed on the user terminal 2, and the medical interview screen is presented. The user can respond to the medical interview items on the presented medical interview screen.

[0077] In step S15, the user terminal 2 transmits data of answers to the medical questionnaire items to the service providing server 1 in response to, for example, the user operating an operation button for transmitting answers. In step S23, the service providing server 1 performs a purchase decision as to whether or not the product can be purchased based on the received response. If it is determined that the purchase is possible, then in step S24, the service providing server 1 transmits screen data of a purchase procedure screen to the user terminal 2. As a result, in step S16, a screen transition is performed on the user terminal 2, and the purchase procedure screen is presented. Although not shown in the figure, if it is determined that the purchase is not possible, the service providing server 1 transmits screen data of a purchase impossible notification screen and a category list screen to be presented next to the user terminal 2. This causes a screen transition on the user terminal 2, and first the purchase impossible notification screen is presented, followed by the category list screen.

[0078] In step S17, the user terminal 2 makes a payment request to the service providing server 1 in response to a user operation. For example, a payment request is made when the user operates an order confirmation button on a purchase procedure screen. The payment request includes information necessary for payment, such as a payment method designated by the user. In step S25, the service providing server 1 instructs the payment in response to the received payment request. The payment instruction is to instruct the corresponding function or external device to perform the payment process according to the payment method specified by the user. For example, when electronic money payment is specified, the process of deducting electronic money is instructed, when credit card payment is specified, the process of credit inquiry is instructed, and when cash on delivery or deferred payment is specified, the process of cooperation with a bill collection agency is instructed.

[0079] In step S26, the service providing server 1 transmits screen data of the questionnaire screen to the user terminal 2. As a result, in step S18, a screen transition is performed on the user terminal 2, and the questionnaire screen is presented. The user can then answer the questions on the questionnaire screen. In step S19, the user terminal 2 transmits to the service providing server 1 data of the survey results, which are answers to the questions on the survey screen, in response to a user operation such as operating a button for transmitting the survey results. Although not shown in the figure, based on the survey results received by the service providing server 1, an appropriate page is transmitted to the user terminal 2. For example, if the received survey results indicate an interest in other products, screen data of the product screen of the other products is transmitted to the user terminal 2.

[0080] In step S27, the service providing server 1 instructs the product inventory management server 4 to prepare for delivery. As an instruction to prepare for delivery of the product, for example, information on the ordered product and the user who is the delivery destination is transmitted to the product inventory management server 4. In step S40, the product inventory management server 4 performs a product shipping preparation process in response to the instruction for shipping preparation. The shipping preparation process is, for example, a process of notifying the user of the product inventory management server 4 to prepare for shipping of the product.

[0081] In step S 28 , the service providing server 1 transmits a confirmation request to the expert terminal 3 to request confirmation of the answer received from the user terminal 2 . In step S30, the expert terminal 3 accepts the confirmation request and presents, for example, an answer confirmation screen to the expert. In step S31, the expert terminal 3 transmits a confirmation completion notification to the service providing server 1 in response to an operation by the expert. For example, the confirmation completion notification is transmitted in response to an operation by the expert on the answer confirmation screen.

[0082] In step S29, in response to receiving the confirmation completion notification from the specialist terminal 3, the service providing server 1 instructs the product inventory management server 4 to ship the product. In step S41, the product inventory management server 4 performs a product shipping process in response to the shipping instruction. The shipping process is, for example, a process of notifying the user of the product inventory management server 4 to urge the user to ship the product.

[0083] The above is the series of processes from user login to product shipment. In the above, the flow from ordering to shipping one product after logging in has been explained, but a user may order multiple products in a single period from logging in to logging out. In this case, the processes from step S13 to step S16 in the user terminal 2 and steps S22 to step S24 in the service providing server 1 are repeated each time a product is ordered. Note that the user does not need to confirm the order (i.e., have the user terminal 2 make a payment request in step S17) each time the purchase procedure screen is presented in step S16; the order may be confirmed, for example, when multiple products have been added to the cart.

[0084] <4. Service provision server processing> Specific processing of the service providing server 1 which communicates with the user terminal 2, the expert terminal 3, and the product inventory management server 4 as shown in FIG. 9 will be described below. First, a first processing example of the service providing server 1 will be described with reference to Fig. 10 and Fig. 11. Fig. 10 and Fig. 11 show processing by the service providing server 1, and show a processing example after a product order request is transmitted from the user terminal 2 as step S13 in Fig. 9, that is, a specific example of processing for realizing steps S22 to S29 in Fig. 9. Moreover, the following processes are executed using the functions of the respective units of the control unit 11 of the service providing server 1.

[0085] 10, the control unit 11 waits for receipt of a product order request from the user terminal 2, and proceeds to step S102 when receiving the product order request. The product order request includes, for example, the product ID of the product to be ordered.

[0086] In step S102, the control unit 11 generates screen data of a medical interview screen including medical interview items corresponding to the product in response to the received product order request, and transmits the generated screen data to the user terminal 2. The control unit 11 generates the data of the medical interview screen by referring to the medical interview sheet ID corresponding to the ordered product, for example, based on the product ID included in the product order request. Note that if data of the medical interview screen corresponding to the medical interview sheet ID is prepared in advance, the data of the medical interview screen may be obtained from the storage area instead of generating the data of the medical interview screen, and the obtained screen data may be transmitted to the user terminal 2.

[0087] In step S103, the control unit 11 waits to receive a response from the user terminal 2. When the service providing server 1 receives the response from the user terminal 2, the process proceeds to step S104.

[0088] In step S104, the control unit 11 determines whether or not the product can be purchased based on the answer received from the user terminal 2. The control unit 11 makes this determination, for example, by comparing the received answer with answer information that should be associated with the questionnaire ID and indicates that the product can be purchased. If it is determined that the product cannot be purchased, the control unit 11 advances the process to step S113. In step S113, the control unit 11 transmits screen data of a purchase impossible notification screen to the user terminal 2, and ends the process shown in FIG. If it is determined that the product can be purchased, the control unit 11 advances the process to step S105.

[0089] In step S105, the control unit 11 transmits to the user terminal 2 screen data for the purchase procedure screen.

[0090] In step S106, the control unit 11 waits to receive a payment request from the user terminal 2. When the control unit 11 receives a payment request from the user terminal 2, the control unit 11 advances the process to step S107. In step S107, the control unit 11 executes a process to instruct payment in response to the received payment request, and the process proceeds to step S108.

[0091] In step S108, the control unit 11 executes a questionnaire process.

[0092] Details of the questionnaire process are shown in Fig. 11. In step S201 of Fig. 11, the control unit 11 transmits screen data of a questionnaire screen to the user terminal 2. In step S202, the control unit 11 waits to receive the survey result from the user terminal 2. When the control unit 11 receives the survey result from the user terminal 2, it advances the process to step S203. In step S203, the control unit 11 determines, based on the survey result received from the user terminal 2, whether the user is interested in other products. If it is determined that the user is not interested in other products, the control unit 11 ends the questionnaire process shown in FIG. 11, and advances the process to step S109 in FIG. If it is determined that the user is interested in other products, the control unit 11 advances the process to step S204. In step S204, the control unit 11 transmits screen data of the product screen of another product determined to be of interest to the user terminal 2, and ends the questionnaire process shown in Fig. 11. After completing the questionnaire process, the control unit 11 advances the process to step S109 in Fig. 10, while waiting for a product order request for the product on the product screen transmitted in step S204, and when a product order request for the product is received, performs separate processes from step S102 in Fig. 10 onwards. Note that, instead of transmitting screen data of the product screen of the other product in step S204, the control unit 11 may generate and transmit screen data of a questionnaire screen of the other product determined to be of interest to the user, and end the questionnaire process shown in Fig. 11. In this case, the control unit 11 advances the process to step S109 in Fig. 10 for the product for which the payment instruction has been completed earlier, while separately waiting for a response for the other product, and when a response for the other product is received, performs the process from step S104 in Fig. 10 onwards.

[0093] Returning to Fig. 10, in step S109, the control unit 11 performs processing to instruct preparation for product shipment. The control unit 11 transmits information necessary for the shipment preparation together with the instruction to prepare for product shipment to the product inventory management server 4. As the information necessary for shipment preparation, for example, information on the ordered product and the user who is the delivery destination is transmitted.

[0094] In step S110, the control unit 11 performs a confirmation request process. As the confirmation request process, the control unit 11 transmits to the expert terminal 3, for example, a request to confirm the answer received from the user terminal 2 and information necessary for the expert to confirm the answer. The control unit 11 performs a confirmation request process for one or more answers at, for example, a predetermined timing. In other words, if there are multiple answers that have not been confirmed by an expert at the predetermined timing, a confirmation request for the multiple answers and information required to confirm each answer are sent to the expert terminal 3. The predetermined timing is, for example, a predetermined time set by the service operator. If the transmission of the confirmation request is unsuccessful, the confirmation request may be resent, for example, at predetermined time intervals from the transmission of the initial confirmation request.

[0095] In step S111, the control unit 11 waits to receive a confirmation completion notification from the expert terminal 3. When the control unit 11 receives the confirmation completion notification from the expert terminal 3, the control unit 11 advances the process to step S112.

[0096] In response to receiving the confirmation completion notification from the expert terminal 3 in step S111, the control unit 11 performs a process of instructing the shipping of the product in step S112. That is, the control unit 11 transmits a product shipping instruction to the product inventory management server 4. Note that, in addition to transmitting the shipping instruction to the product inventory management server 4, the control unit 11 may also perform a process of notifying the user terminal 2 that the shipping instruction has been completed. Furthermore, in response to receiving a confirmation completion notification from the expert terminal 3, the control unit 11 notifies the expert that confirmation of the answer has been completed, and if a comment has been received from the expert, stores the comment. This makes it possible to manage the confirmation status of the answer by the expert, for example, as shown in Fig. 7. By storing the confirmation status of the answer by the expert and the comments as history, for example, when it becomes necessary to check the response history of the expert when the user purchases a product at a later date, the confirmation can be easily performed.

[0097] The control unit 11 executes the process of step S112 and ends the process shown in FIG. Although not shown in the drawing, in step S111, if a notification that the product cannot be purchased is received from the expert terminal 3 instead of the confirmation completion notification, the control unit 11 performs a predetermined order cancellation process.

[0098] Through the above-described processing shown in FIGS. 10 and 11, the process from ordering to shipping of the product is realized.

[0099] 10, an example has been given in which the control unit 11 processes the questionnaire in step S108 and the shipping preparation instruction in step S109, but the control unit 11 does not have to perform these processes. If the control unit 11 does not process the shipping preparation instruction in S109, it is sufficient to transmit information required to ship the product together with the shipping instruction in the shipping instruction processing in S112 to the product inventory management server 4. In addition, for example, if information related to payment and delivery of the product has already been designated by the user, the processing may proceed to the payment instruction in step S107 in response to the determination in step S104 that the product can be purchased, without performing the processes from step S105 to step S106. In addition, in the processing example of Figure 10, an example is given in which the service providing server 1 executes the processes from step S106 onwards, namely, the payment instruction process in step S107, the questionnaire process in step S108, the shipping preparation process in step S109, and the confirmation request process in step S110, in that order, but these processes may be executed in any order, and some or all of the processes may be executed simultaneously.

[0100] In addition, in the processing example of FIG. 10, an example is given in which the control unit 11 waits until it receives a confirmation completion notification from the expert terminal 3 in step S111. However, if the control unit 11 has not received the confirmation completion notification, the control unit 11 may send a confirmation prompt notification to the expert terminal 3 to prompt the expert terminal 3 to confirm the answer. For example, the control unit 11 may transmit a confirmation prompt notification at a predetermined time interval after the scheduled time of receiving the confirmation completion notification has passed until the confirmation completion notification is received. As the confirmation prompt notification, a request with the same content as the transmitted confirmation request may be transmitted again, or a notification to notify the user to confirm the transmitted confirmation request may be transmitted. The control unit 11 may also transmit a confirmation prompt notification according to the user's desired date and time of product delivery. For example, if the confirmation of the user's answer is not completed by a predetermined time before the user's desired date and time of product delivery, the control unit 11 may transmit a confirmation prompt notification regarding the answer.

[0101] In the above-described process of step S102, an example has been described in which data of the medical interview screen is generated by referring to the medical interview sheet ID corresponding to the ordered product based on the product ID included in the product order request. The screen data of the medical interview screen generated here is not limited to the screen data of the medical interview screen including all the medical interview items necessary for purchase decision of the ordered product as shown in FIG. For example, screen data of the medical interview screen may be generated for each medical interview item required for purchase decision of the ordered product, and the processing from step S103 to step S104 may be performed each time the generated screen data of the medical interview screen is transmitted. In this case, when it is determined that the product cannot be purchased, the processing of transmitting the purchase procedure screen in step S113 is performed, and when it is determined that the product can be purchased to the end, the processing of transmitting the purchase procedure screen in step S105 is performed.

[0102] Although FIG. 10 illustrates the flow from ordering to shipping of one product, a user using an e-commerce service may order the same product or different products in the same session or in a different session. In this case, if the user's answers to the medical interview items corresponding to the previously ordered product and the judgment results thereof are stored or temporarily stored, when generating screen data of the medical interview screen in step S102 in response to the order request of the next product, the medical interview items already presented to the user for the previous product may not be included in the screen data of the medical interview screen corresponding to the next product. As a result, the medical interview items already presented to the user are not presented on the user terminal 2.

[0103] Next, a second processing example of the control unit 11 of the service providing server 1 will be described with reference to FIG. 10 and 11, the process example shown in Fig. 12 judges whether the purchase of the product by the user is the first time (i.e., whether it is the first consultation), and if the purchase of the product is the first time, performs a process of setting up an interview (examination) between the user using the user terminal 2 and the expert using the expert terminal 3. In the interview, the expert actually checks the video and audio of the user. Note that the processes from step S101 to step S113 in FIG. 12 are similar to those in FIG. 10, so a duplicated description will be avoided.

[0104] 12, the control unit 11 performs processing of step S120 after processing the payment instruction in step S107. In step S120, the control unit 11 determines whether or not the user has purchased the product for the first time. The control unit 11 determines whether or not the user has ordered the product for the first time based on information stored in a storage area of ​​the service providing server 1, for example, to determine whether or not the user has purchased the product for the first time. If it is determined that the user's order of the product is not the first time, the control unit 11 stores the determination result, and proceeds to step S108, and executes the processes from step S108 onwards. If it is determined that the user has ordered the product for the first time, the control unit 11 stores the determination result and advances the process to step S121.

[0105] In step S121, the control unit 11 transmits screen data of an appointment screen to the user terminal 2. The appointment screen is a screen that allows the user to select, for example, the date and time of an interview.

[0106] In step S122, the control unit 11 waits to receive a reservation request from the user terminal 2. The reservation request includes, for example, information on the date and time of the interview specified by the user on the reservation screen. When the control unit 11 receives the reservation request from the user terminal 2, the control unit 11 advances the process to step S123.

[0107] In step S123, the control unit 11 performs an interview setting process. As the interview setting process, the control unit 11 sets up an interview between a user using the user terminal 2 and an expert using the expert terminal 3 based on the reservation request received from the user terminal 2. For example, the control unit 11 transmits a URL (Uniform Resource Locator) for conducting an online interview to the user terminal 2 and the expert terminal 3 of the expert who can conduct the interview at the date and time specified by the user. The control unit 11 also transmits a request to confirm the answer received from the user terminal 2 and information necessary for the expert to confirm the answer to the expert terminal 3. In other words, the control unit 11 also performs a process similar to the confirmation request process. In addition to the above, the control unit 11 may transmit a request to the expert terminal 3 to check the video and audio of the user during the interview. This allows the expert to reliably grasp the actual state of the user, which cannot be grasped by answers to the medical interview items.

[0108] In step S124, the control unit 11 waits to receive an interview completion notification from the expert terminal 3. The interview completion notification is a notification indicating that the interview between the user and the expert has been completed, and is transmitted from the expert terminal 3. The interview completion notification includes a confirmation completion notification indicating that confirmation of the user's answer has been completed. The interview completion notification may also include the confirmation results regarding the video and audio of the user confirmed during the interview.

[0109] In response to receiving the consultation completion notification from the specialist terminal 3 in step S124, the control unit 11 advances the process to step S112, and performs a shipping instruction process in step S112. Although not shown in the drawings, when a notification is received from the specialist terminal 3 that the product is not available for purchase, the control unit 11 performs a predetermined order cancellation process.

[0110] The various processes shown in FIG. 12 above also realize the process from ordering to shipping of the product. In particular, in the processing example of Fig. 12, if the user purchases a product for the first time, an interview between the user and the expert is set up. This allows the product to be provided with greater consideration given to the physical condition of the user who is purchasing the product for the first time. In addition, since the answers to the user's medical questions in the interview setting process of step S123 are transmitted to the expert terminal 3 prior to the interview, the expert does not need to confirm the medical questions again with the user during the interview, and the time required for the interview can be shortened.

[0111] In the processing example of Figure 12, an example is given in which the control unit 11 waits until it receives an interview completion notification from the specialist terminal 3 in step S124, but if the control unit 11 has not received the interview completion notification, it may send a notification to the specialist terminal 3 to prompt it to send an interview completion notification.

[0112] <5. Summary and variations> The above embodiment provides the following advantages.

[0113] In the information processing device 10 serving as the service providing server 1 of the embodiment, the control unit 11 executes a presentation control process in which the user terminal 2 is controlled to present medical questionnaire items corresponding to the product, a purchase determination process in which the control unit 11 determines whether the product can be purchased based on the answers to the medical questionnaire items, a payment instruction process instructs payment for the product based on the determination that the product can be purchased, and a confirmation request process in which the control unit 11 transmits a request for confirmation of the answer to the expert terminal 3 based on the determination that the product can be purchased (see Figures 10 and 12).

[0114] In this way, when it is determined that the product can be purchased based on the answers to the questionnaire items, a payment instruction for the product and a confirmation request are made to the expert terminal 3, so that the time required for payment and the user's response time are reduced compared to when payment is made after the user has been examined by an expert, while realizing an appropriate product purchase that has been confirmed by an expert. Therefore, it is possible to improve the user's convenience. Furthermore, by presenting questionnaire items that have the same effect as actually receiving a consultation from an expert, it is possible to encourage appropriate product purchases. In addition, in the embodiment, a confirmation request is made to the expert terminal 3 only when it is determined that the product can be purchased based on the answers to the questionnaire items, so the burden on the expert in charge of the confirmation can be reduced. In the conventional electronic commerce service, when a user receives a consultation from an expert, a burden is placed on the expert in charge of the consultation. For example, since it is unclear when a consultation appointment based on a product order using an electronic commerce service will be made, it is necessary to reserve time for the appointment, and the consultation itself requires the user to be asked about the items to be confirmed one by one, which takes a considerable amount of time. On the other hand, in the embodiment, a confirmation request is made only for answers that are determined to be able to purchase the product after the answers to the questionnaire items to be confirmed when purchasing the product have been answered. Therefore, the expert can confirm the answers to the questionnaire items without having to spend time on the consultation, and the time and effort required for consultation and consultation appointment can be reduced. Therefore, the convenience of the expert can be improved.

[0115] In the embodiment, an example has been described in which the service providing server 1 performs all processing related to the provision of electronic commerce services, but a server performing processing related to the medical interview (e.g., presentation control processing, purchase decision processing, payment instruction processing, confirmation request processing) and a server performing other processing (e.g., processing for presenting a screen unrelated to the medical interview, such as a product list screen) may be provided as separate servers used by different business entities.

[0116] In the embodiment, the control unit 11 executes a shipping management process to instruct the shipping of the product in response to receiving a confirmation completion notification from the expert terminal 3 notifying that confirmation of the answer has been completed (see step S112 in Figures 10 and 12). As a result, when a confirmation completion notice is received from the expert terminal 3, an instruction to ship the product is issued. Here, the payment for the product itself is instructed separately based on the determination that the product can be purchased, so the product can be shipped as soon as the confirmation of the answer by the expert is completed. Therefore, the product can be shipped more quickly than when the payment is made after the user has been examined by the expert.

[0117] In the embodiment, the control unit 11 executes a process of instructing preparation for shipping of the product before receiving a confirmation completion notice as the shipping management process (see step S109 in FIG. 10 and FIG. 12). This instructs preparation for shipment of the product prior to receipt of the confirmation completion notice. By preparing the product for shipment before receiving the confirmation completion notice, the product can be shipped promptly after receiving the confirmation completion notice. For example, there may be a period of time between when it is determined that the product can be purchased and when the expert completes the confirmation, but by preparing for shipment during this period, the time spent waiting for the expert to confirm can be used effectively.

[0118] In the embodiment, the control unit 11 executes a confirmation request process for one or more answers at a predetermined timing (see step S110 in FIG. 10 and FIG. 12). That is, for one or more answers for which it is determined that the product can be purchased, a confirmation request is sent to the expert terminal 3 at a predetermined timing. Since confirmation requests for multiple answers are sent at a time, it is easy for the expert to schedule confirmation, and quick confirmation is possible. In addition, compared to a case where a confirmation request is sent each time it is determined that the product can be purchased for one answer, the number of times the expert must perform confirmation work is reduced, and the burden on the expert can be reduced. In addition, since it is easy to predict the timing of receiving a confirmation completion notification from the expert by sending a confirmation request at a predetermined timing, it is also possible to set the predetermined timing so that the confirmation completion notification can be received at a timing when the product can be shipped on the day the product is ordered, for example. In the embodiment, an example is described in which the confirmation request process is executed for one or more answers at a predetermined timing, but the confirmation request process may be executed each time it is determined that the product can be purchased for one answer. In this case, it is possible to proceed to the confirmation request process more quickly compared to a case in which the confirmation request process waits until a predetermined timing, and the product can be shipped more quickly.

[0119] In an embodiment, the control unit 11 determines whether or not this is the user's first purchase of a product, and if it determines that this is the user's first purchase of the product, executes an interview setting process to set up an interview between the user and an expert (see Figure 12). As a result, if a user is purchasing a product for the first time (corresponding to a so-called first consultation), an interview will be held between the user and the specialist, so that the product can be provided with even greater consideration given to the user's physical condition.

[0120] In the embodiment, an example has been described in which the control unit 11 performs control to cause the user terminal 2 to present supervision information by an expert together with the questionnaire items, as the presentation control process (see FIG. 5). This allows the user to know that the appropriate questionnaire items supervised by an expert are being presented to the user depending on the product, thereby encouraging the user to make an appropriate product purchase.

[0121] In the embodiment, an example has been described in which the control unit 11 performs control as a presentation control process to cause the user terminal 2 to present a questionnaire screen including all questionnaire items necessary to determine whether or not a product can be purchased (see FIG. 5). This allows all the questionnaire items required to make a purchase decision on the ordered product to be presented on one screen. The user can grasp all the questionnaire items corresponding to the product on one screen, which leads to an improvement in the user's sense of security. In addition, the operation by the user to answer and the operation to send the answer can be minimized, which reduces the operational burden on the user and also reduces the number of communications between the user terminal 2 and the service providing server 1.

[0122] Instead of presenting one questionnaire screen including all the questionnaire items necessary to determine whether or not the product can be purchased, a questionnaire screen may be presented for each questionnaire item necessary to determine whether the product can be purchased. In this way, when a questionnaire screen is presented for each questionnaire item and an answer input from the user is received, a purchase decision is made by receiving answers for each presented questionnaire item, so that when the product cannot be purchased, the user can know which questionnaire item was determined to be unpurchasable based on the answer. Furthermore, when multiple products are ordered, a questionnaire screen including all the questionnaire items necessary to determine whether each of the multiple products can be purchased may be presented on the user terminal 2. In this case, the user can answer the questionnaire items for the multiple products with a minimum of operations, further reducing the operational burden on the user.

[0123] In the embodiment, an example has been described in which the control unit 11, as the presentation control process, does not present a questionnaire item that has already been presented to the user who uses the user terminal 2. A user who uses an electronic commerce service may order the same product multiple times, and some questionnaire items corresponding to different products (for example, an item such as "not a minor") may overlap. Therefore, by not presenting questionnaire items that have already been presented to a user who uses the user terminal 2, it is possible to minimize the number of questionnaire items presented by the user terminal 2 and to save the user the trouble of checking for overlapping items. In addition, some medical questionnaire items will always have the same answers even when answered by the same user, while others will change over time or with changes in physical condition. Therefore, for example, it may be possible to prevent medical questionnaire items that have already been presented to a user using the user terminal 2 from being presented only in the same session. This makes it possible to present medical questionnaire items that appropriately take into account changes in the user's physical condition while saving the user's effort. In addition, the application of the process of not presenting a previously presented interview item may be restricted for each interview item. For example, the interview item "I am not a minor" will not be presented once an answer indicating that the person is not a minor is obtained, but the interview item "I recently had irregular bleeding" may be restricted to be omitted only in the same session and not omitted in another session.

[0124] In the embodiment, an example has been described in which the control unit 11 sends a confirmation prompt notification to the expert terminal 3 when a confirmation completion notification notifying that confirmation of the answer has been completed has not been received from the expert terminal 3. As a result, for example, if a confirmation completion notification is not received from the expert terminal 3 by the scheduled reception time, a notification urging confirmation is sent to the expert terminal 3. Therefore, delays in confirmation by the expert can be suppressed.

[0125] The program of the embodiment is a program that causes an information processing device to execute a presentation control process that controls the user terminal 2 to present questionnaire items corresponding to a product, a purchase determination process that determines whether or not the product can be purchased based on the answers to the questionnaire items, a payment instruction process that instructs payment for the product based on the determination that the product can be purchased, and a confirmation request process that sends a request to confirm the answer to the expert terminal 3 based on the determination that the product can be purchased. For example, the program causes the information processing device to execute the processes of Figs. 10 and 11.

[0126] Such a program can realize an information processing device that executes all or part of the functions of the service providing server 1 described in the embodiment. For example, by downloading the program to a personal computer, a portable information processing device, or the like, the personal computer can be made to function as the service providing server 1.

[0127] Such a program can be recorded on a recording medium. The recording medium can be a HDD built into a device such as a computer device, a ROM in a microcomputer, a non-volatile memory, or the like, which can be recorded in advance. Also, the program can be provided by being temporarily or permanently recorded on a removable recording medium such as a memory card or an optical disk. Also, such a program can be downloaded from a download site via a network such as a LAN (Local Area Network) or the Internet. [Explanation of symbols]

[0128] 1 Service provider server 2. User terminal 3 Expert terminal 10. Information processing device 11 Control section 11a Presentation control processing unit 11b Purchase decision processing section 11c Payment instruction processing section 11d Confirmation Request Processing Unit 11e Shipping Management Department 11f Interview setting processing section 100 Service Delivery System 104 Interview screen It Questionnaire items SP Supervision Information

Claims

1. A presentation control process for controlling a user terminal to present a questionnaire item corresponding to the product; a purchase determination process for determining whether or not the product can be purchased based on the answers to the questionnaire items; a payment instruction process for instructing payment for the product based on the determination that the product can be purchased; a confirmation request process for sending a confirmation request for the answer to the expert terminal based on the determination that the product can be purchased; A control unit that executes Information processing device.

2. The control unit is Execute a shipping management process to instruct the shipping of the product in response to receiving a confirmation completion notice from the expert terminal that notifies the completion of confirmation of the answer. The information processing device according to claim 1 .

3. The control unit, as the delivery management process, Execute a process to instruct the product to be prepared for shipping before receiving the confirmation completion notice. The information processing device according to claim 2 .

4. The control unit is Execute the confirmation request process for one or more of the responses at a predetermined timing.

4. The information processing device according to claim 1.

5. The control unit is determining whether the user is purchasing the product for the first time; When it is determined that the purchase of the product by the user is a first time purchase, a consultation setting process is executed to set up a consultation between the user and the expert. The information processing device according to claim 1 .

6. The control unit, as the presentation control process, Control is performed to display information on supervision by experts together with the questionnaire items on the user terminal. The information processing device according to claim 1 .

7. The control unit, as the presentation control process, Controlling the user terminal to present an inquiry screen including all of the inquiry items necessary to determine whether the product can be purchased or not. The information processing device according to claim 1 .

8. The control unit, as the presentation control process, The questionnaire item that has already been presented to the user using the user terminal is not presented. The information processing device according to claim 1 .

9. The control unit is If a confirmation completion notice notifying that confirmation of the answer has been completed is not received from the expert terminal, a confirmation urging notice is sent to the expert terminal. The information processing device according to claim 1 .

10. A presentation control process for controlling a user terminal to present a questionnaire item corresponding to the product; a purchase determination process for determining whether or not the product can be purchased based on the answers to the questionnaire items; a payment instruction process for instructing payment for the product based on the determination that the product can be purchased; a confirmation request process for sending a confirmation request for the answer to the expert terminal based on the determination that the product can be purchased; The information processing method is executed by an information processing device.

11. A presentation control process for controlling a user terminal to present a questionnaire item corresponding to the product; a purchase determination process for determining whether or not the product can be purchased based on the answers to the questionnaire items; a payment instruction process for instructing payment for the product based on the determination that the product can be purchased; a confirmation request process for sending a confirmation request for the answer to the expert terminal based on the determination that the product can be purchased; A program for causing an information processing device to execute the above.

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