Home appliances management system and home appliances management program

Abstract

To provide a home appliances management system that gradually generate sense of safety in a user by providing appropriate information even in a case where a malfunction occurred in a home appliance, and appropriately deal with a malfunction.SOLUTION: Provided is a home appliances management system that assists handling of a malfunction detected by a home appliances 2, in which a user terminal 1 has: an error information specifying part 12 which specifies error information corresponding to an error code showing the malfunction; a service enrollment state determination part 13 which determines an enrollment state of a user in a predetermined guarantee service of the home appliances 2 for dealing with the malfunction; a guidance information creating part 14 which creates guidance information including the error information and the enrollment state in the guarantee service when the determination part determined that the user enrolled in the guarantee service; and a display part 18 which displays the guidance information on the same screen.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a technique for managing home appliances, and in particular to a technique for notifying a user of a diagnosis result for a home appliance. [Background technology]

[0002] Currently, various home appliances are used in homes and other places. With use and aging, these home appliances can sometimes experience problems such as deterioration, breakdowns, and abnormalities. To deal with these problems, home appliances output messages about the problem, such as error codes (hereinafter referred to as error messages), to notify the user of the occurrence of a problem.

[0003] Regarding the output of error messages in such home appliances, Patent Document 1 has been proposed. Patent Document 1 discloses that "not only does it detect an abnormal state of the device itself, but it also suggests replacement with other devices that are most effective in the user's life and presents effective usage methods." More specifically, it discloses that it "identifies the cause of insufficient performance of the electric device 2" (ST4), "generates a cause message indicating the identified cause" (ST5), and "outputs the cause message" (ST8-2) (see Figs. 3 and 4). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] International Publication No. 2018 / 003110 Summary of the Invention [Problem to be solved by the invention]

[0005] Here, there are various types of problems with home appliances, ranging from those that are easy for general users to deal with to those that are extremely difficult. For example, if the user puts more laundry than the capacity of the washing machine, the user can deal with it, but if there is an abnormality in the sensor, a specialist must deal with it, such as replacing the sensor. For this reason, it is difficult for the user to deal with the problem if an error message is simply displayed.

[0006] Furthermore, due to the display performance of home appliances, when a malfunction occurs, an error code may be displayed, but detailed information such as a solution may not be displayed. In particular, for serious malfunctions that require a specialist to deal with, an error code may be displayed because it is difficult for a user to deal with the malfunction even if he or she sees the details. In this way, when only an error code is displayed, the user is unable to grasp the details of the malfunction, which leaves the user feeling uneasy. It also makes it difficult to deal with the malfunction. For example, even if a service center is contacted, there is a risk that the service center will not be able to fully grasp the symptoms of the home appliance.

[0007] Therefore, an object of the present invention is to provide appropriate information even when a malfunction occurs in a home appliance, thereby fostering a sense of security for users and enabling the malfunction to be dealt with appropriately. [Means for solving the problem]

[0008] In order to solve the above problems, in the present invention, when a problem occurs with a home appliance, error information including the details of the problem and information on the subscription status of a warranty service for the problem are displayed on the same screen. Note that the same screen means that the information is physically contained within one screen, and also includes the case where the information is displayed by scrolling.

[0009] More specifically, the home appliance management system is for assisting in dealing with a malfunction detected in a home appliance and includes an error information identification unit that identifies error information corresponding to an error code indicating the malfunction, a service subscription status determination unit that determines the subscription status of a user of the home appliance to a predetermined warranty service for the home appliance in order to deal with the malfunction, and a display unit that, when it is determined that the user is subscribed to the warranty service, displays the error information and guidance information including the subscription status to the warranty service on the same screen.

[0010] Furthermore, the present invention also includes a program for causing a user terminal or a home appliance management device to function as a computer, and a storage medium for storing the program. Furthermore, a home appliance management method using these is also one aspect of the present invention. Effect of the Invention

[0011] According to the present invention, by providing appropriate information even when a malfunction occurs in a home appliance, it is possible to foster a sense of security in a user and to deal with the malfunction appropriately. [Brief description of the drawings]

[0012] [Figure 1] 1 is a system configuration diagram of a home appliance management system according to an embodiment of the present invention; [Diagram 2] 1 is a hardware configuration diagram of a user terminal 1 in an embodiment of the present invention. [Diagram 3] 2 is a functional block diagram of a home appliance 2 according to an embodiment of the present invention. FIG. [Figure 4] 2 is a hardware configuration diagram of a home appliance management device 3 according to an embodiment of the present invention. FIG. [Diagram 5] FIG. 3 is a diagram showing user management information 361 used in one embodiment of the present invention. [Figure 6] FIG. 3 is a diagram showing home appliance management information 362 used in one embodiment of the present invention. [Figure 7] FIG. 3 is a diagram showing contract information 363 used in one embodiment of the present invention. [Figure 8] FIG. 3 illustrates support information 364 used in one embodiment of the present invention. [Figure 9A] 1 is a flowchart (part 1) showing a processing flow in one embodiment of the present invention. [Figure 9B] 13 is a flowchart (part 2) showing the processing flow in one embodiment of the present invention. [Figure 10A] FIG. 11 is a diagram showing a display screen (part 1) for notifying that a malfunction has occurred in home appliance 2 in one embodiment of the present invention. [Figure 10B] FIG. 13 is a diagram showing a second display screen notifying that a malfunction has occurred in home appliance 2 in one embodiment of the present invention. [Figure 10C] FIG. 13 is a diagram (part 1) showing an error information display screen in one embodiment of the present invention. [Figure 10D] FIG. 2 shows an error information display screen according to one embodiment of the present invention (part 2). [Figure 10E] FIG. 13 is a diagram (part 1) showing a guidance information display screen in one embodiment of the present invention. [Figure 10F] FIG. 2 is a diagram (part 2) showing a guidance information display screen in one embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0013] An embodiment of the present invention will be described below. In this embodiment, measures are taken to deal with problems occurring in one or more home appliances in the home. The measures taken in this embodiment include inspection, maintenance associated with the inspection, cleaning, repair, replacement, and the like.

[0014] <Configuration> First, the configuration of this embodiment will be described. Fig. 1 is a system configuration diagram of a home appliance management system in this embodiment. In Fig. 1, the home appliance management system has a user terminal 1 and a home appliance management device 3 which can be realized by a computer, which are connected to home appliances 2 such as a microwave oven 21, a washing machine 22, and a refrigerator 23 via a router 4 and a network 5. In addition, at least the home appliance management device 3 is connected via the network 5 to a service support system 6 for dealing with the home appliances 2. The user terminal 1 and the home appliance 2 may be directly connected using short-distance wireless communication, etc. Furthermore, the user terminal 1, the home appliance 2, the router 4, and the network 5 may be connected by wire or wirelessly. Each of these devices will be described below.

[0015] First, the user terminal 1 is used to manage home appliances 2 such as a microwave oven 21, a washing machine 22, and a refrigerator 23, and can be realized by a computer such as a smartphone, a mobile phone, a tablet, or a PC. For this purpose, the user terminal 1 has a communication unit 10, a log data collection unit 11, an error information identification unit 12, a service subscription status determination unit 13, a guide information creation unit 14, a linking unit 15, a repair request unit 16, an input unit 17, a display unit 18, and a memory unit 19.

[0016] First, the communication unit 10 has a function of communication via the router 4 and the network 5 and a function of short-distance wireless communication. Furthermore, the log data collection unit 11 collects log data notified from the home appliance 2. This log data includes an error code for identifying a malfunction detected in the home appliance 2. Here, the error code in this embodiment is identification information for identifying the malfunction. Furthermore, the log data collection unit 11 can collect log data periodically, particularly at regular intervals (for example, periodically), or when a malfunction is detected. Note that the log data collection unit 11 may be omitted, and the home appliances 2, such as the microwave oven 21, the washing machine 22, and the refrigerator 23, may actively collect log data.

[0017] Furthermore, the error information identification unit 12 identifies error information corresponding to the error code collected from the home appliance 2. Here, the error information is information related to a malfunction detected in the home appliance 2, and may include, for example, an error content indicating the malfunction, an impact caused by the malfunction, and a method of dealing with the malfunction.

[0018] Furthermore, the service subscription status determination unit 13 determines whether the user has subscribed to a predetermined warranty service for the home appliance 2 to deal with malfunctions. The warranty service refers to various services including those for dealing with malfunctions of the home appliance, and includes so-called extended warranty services and manufacturer warranties (normal warranties) that are usually provided. Note that while it is desirable for these warranty services to be provided by the manufacturer that manages the error information, they may also be provided by mass retailers in cooperation with the manufacturer, or by affiliates of the manufacturer.

[0019] Furthermore, the guidance information creation unit 14 creates guidance information for the user regarding the malfunction according to the result of the determination by the service subscription status determination unit 13. Preferably, when it is determined that the user has subscribed to a predetermined warranty service, the guidance information creation unit 14 creates guidance information having error information and the subscription status to the warranty service. Note that the predetermined service is preferably an optional (selective) service such as an extended warranty service. Furthermore, the guidance information may include a request area, for example, a request button, for requesting that the malfunction be dealt with.

[0020] The linking unit 15 links with a service provider that handles the malfunction according to the acquired error code. This linking includes making information about the malfunction, such as guide information and support information, available to the service provider. Making the information about the malfunction available includes notifying the service support system 6 used by the service provider of this information and making it accessible.

[0021] Furthermore, the repair request unit 16 requests a response to a malfunction detected in the home appliance 2. To this end, the repair request unit 16 creates request information and notifies the same via the communication unit 10.

[0022] Furthermore, the input unit 17 accepts various operations such as repair request instructions. Furthermore, the display unit 18 displays various information such as guidance information. The input unit 17 and the display unit 18 can be integrated. Furthermore, the storage unit 19 stores various information used in processing by the error information identification unit 12, the service subscription status determination unit 13, etc.

[0023] Here, we will explain one implementation example of the user terminal 1. Fig. 2 is a hardware configuration diagram of the user terminal 1 in this embodiment. In Fig. 2, the user terminal 1 has a touch panel 101, a processing device 102, a communication device 103, and a storage device 104, which are connected to each other via a communication path.

[0024] First, the touch panel 101 is configured to function as both the input unit 17 and the display unit 18 in Fig. 1, and receives instructions and operations from a user and displays various information. The touch panel 101 may be configured as an input device and an output device. The processing device 102 can be realized by a processor such as a CPU (Central Processing Unit), and executes calculations according to a home appliance management program 105 (integrated application) stored in a storage device 104 described later.

[0025] And, home appliance management program 105 is composed of a log data collection module 106, an error information identification module 107, a service subscription status determination module 108, a guide information creation module 109, a cooperation module 110, and a repair request module 111, for each function. Each of these modules may be realized as an individual program or a partial combination.

[0026] Here, the configuration shown in FIG. 1 which performs the same functions as each module is as follows. Log data collection module 106: Log data collection unit 11 Error information identification module 107: Error information identification unit 12 Service subscription status determination module 108: Service subscription status determination unit 13 Guide information creation module 109: Guide information creation unit 14 Collaboration module 110: Collaboration section 15 Repair request module 111: Repair request section 16 Therefore, the processing device 102 executes the processing of the log data collection unit 11, the error information identification unit 12, the service subscription status determination unit 13, the guidance information creation unit 14, the collaboration unit 15 and the repair request unit 16 in accordance with the home appliance management program 105.

[0027] Furthermore, storage device 104 stores home appliance management program 105, user management information 191, home appliance management information 192, contract information 193, and support information 194. Here, home appliance management program 105 may be a program for managing home appliance 2, or may be composed of a plurality of programs for each home appliance. In the latter case, a management program for each of microwave oven 21, washing machine 22, and refrigerator 23 is used.

[0028] The home appliance management information 192, the contract information 193, and the support information 194 will be described later in the section <Information>. The storage device 104 may be realized by a main storage device such as a memory and a secondary storage device (storage medium) which is a so-called storage. The secondary storage device may be realized by an external HDD (Hard Disk Drive), SSD (Solid State Drive), memory card, or the like. At least some of the home appliance management program 105, the user management information 191, the home appliance management information 192, the contract information 193, and the support information 194 may be omitted as long as they are held in the home appliance management device 3 described later. At least some of the modules (functions) of the home appliance management program 105 may be provided in the home appliance management device 3.

[0029] Next, one or more home appliances 2 to be managed in this embodiment will be described. It is assumed that the home appliances 2 are used in one area (for example, within a home). In addition, a microwave oven 21, a washing machine 22, and a refrigerator 23 are used as the home appliances 2 in this embodiment. However, these are merely examples, and some of these may be omitted, and other home appliances may be added. It is desirable, but not necessary, that each of these home appliances has a communication function such as short-range wireless communication in addition to various functions such as a cooking function, a washing function, and a freezing function. Note that, although FIG. 1 shows home appliances 2, any one of the home appliances 2 or home appliances 2 other than those exemplified here may be managed.

[0030] Here, the configuration of the home appliance 2 will be described. Fig. 3 is a functional block diagram of the home appliance 2 in this embodiment. This block diagram is representative of each home appliance 2. As shown in Fig. 2, the home appliance 2 has a control unit 201, a communication unit 208, a display operation unit 209, an operating unit 210, and a sensor 211. These are connected to each other via a communication path. Each component will be described below.

[0031] First, the control unit 201 has a control signal generating unit 202, a log data acquiring unit 203, an error information identifying unit 204, a guide information generating unit 205, a linking unit 206, and a repair request unit 207. First, the control signal generating unit 202 generates and outputs a control signal for implementing a function of the home appliance 2, such as washing, and controls the operation of the home appliance 2. Also, the log data acquiring unit 203 acquires log data related to the operation, including an error code indicating a malfunction of the home appliance 2. Here, the log data acquiring unit 203 acquires log data from the operation unit 210, the sensor 211, or the control signal generating unit 202. Note that the log data can include any of the operation data (operation time, operation contents), the environment (temperature, etc.), and the event at the start of use, of the home appliance 2, in addition to the error code. However, the log data acquiring unit 203 may be configured to acquire the error code in a limited manner.

[0032] Moreover, the error information identifying unit 204 to the repair request unit 207 can execute the same functions as the error information identifying unit 12 to the repair request unit 16. Therefore, any one of them can be omitted. The control unit 201 can be realized by an MPU (Micro-Processing Unit), and each of the control signal generating unit 202 to the repair request unit 207 can be realized by dedicated hardware or software such as a program. The communication unit 208 also has a function of communicating via the router 4 and the network 5 and a function of short-distance wireless communication. The communication unit 208 outputs log data such as acquired error codes, and receives control commands and instructions to collect log data including error codes from the user terminal 1, etc. The display operation unit 209 also receives operations on the home appliance from the user, and outputs information related to malfunctions such as the operating status and guidance information, such as the error code of the home appliance 2.

[0033] Moreover, the operation unit 210 executes various functions according to the control from the control unit 201. For this purpose, for example, a control signal created by the control signal creation unit 202 is used. The functions executed include a heating function, a washing function, a freezing function, etc., and can be realized by a heater, a motor, an actuator, a compressor, etc. Furthermore, the sensor 211 measures the usage status and / or the operation status including the malfunction that has occurred in the home appliance 2. Then, the log data acquisition unit 203 acquires the measured results, thereby being able to detect the malfunction, etc. The sensor 211 can be realized by, for example, a temperature sensor, an illuminance sensor, a camera, etc.

[0034] In this embodiment, since the identification of error information, the creation of guidance information, and the display of these are performed by the home appliance management system (the user terminal 1 and the home appliance management device 3), at least one of the above-mentioned error information identification unit 204 to repair request unit 207 can be omitted. However, at least a part of the processes performed by the home appliance management system may be performed by the home appliance 2. In this case, the relevant configuration (unit) of the control unit 201 will identify the error information, etc. Furthermore, the display operation unit 209 may display the guidance information created by the home appliance management system.

[0035] This completes the explanation of FIG. 3, and we will now return to the explanation of FIG. The home appliance management device 3 is used to manage the home appliances 2, and can be realized by a computer such as a server or a cloud. To this end, the home appliance management device 3 has a communication unit 30, a log data collection unit 31, an error information identification unit 32, a service subscription status determination unit 33, a guidance information creation unit 34, a collaboration unit 35, and a storage unit 36.

[0036] First, the communication unit 30 has a function of communicating via the router 4 and the network 5 and a function of short-range wireless communication. As a result, the home appliance management device 3 can communicate with the user terminal 1 and the home appliance 2. Furthermore, the log data collection unit 31 realizes a function similar to that of the log data collection unit 11, and it is sufficient that at least one of the log data collection unit 31 and the log data collection unit 11 exists. Similarly, the error information identification unit 32 to the cooperation unit 35 also realize a function similar to that of the error information identification unit 12 to the cooperation unit 15, respectively, and it is sufficient that at least one of them exists.

[0037] Furthermore, storage unit 36 ​​stores user management information 361, home appliance management information 362, contract information 363, and support information 364. Note that user management information 361 to support information 364 are the same in content as user management information 191 to support information 194 stored in user terminal 1, respectively, and one of them may be omitted. Also, in consideration of the resources of user terminal 1, the information may be compressed or simplified. Note that each of these pieces of information will be described later in <Information>.

[0038] Here, an example of the home appliance management device 3 will be described. Fig. 4 is a hardware configuration diagram of the home appliance management device 3 in this embodiment. In Fig. 4, the home appliance management device 3 has a processing device 301, a communication device 302, a memory 303, and a secondary storage device 304, which are connected to each other via a communication path.

[0039] First, the processing device 301 can be realized by a processor such as a CPU, and executes calculations according to a home appliance management program 305 stored in a sub-storage device 304, which will be described later. The home appliance management program 305 will be described later.

[0040] 1, is connected to the network 5, and communicates with other devices.

[0041] 1. In the memory 303, information used for processing by the home appliance management program 305 and the processing device 301 stored in the secondary storage device 304 is expanded. In addition, the secondary storage device 304 can be realized by a so-called storage, and stores the home appliance management program 305, user management information 361, home appliance management information 362, contract information 363, and support information 364. In addition, the secondary storage device 304 may be realized by various storage media such as an external HDD (Hard Disk Drive), SSD (Solid State Drive), or memory card, or may be realized by a device separate from the home appliance management device 3, such as a file server.

[0042] Here, home appliance management program 305 is composed of log data collection module 306, error information identification module 307, service subscription status determination module 308, guide information creation module 309, and cooperation module 310. Each of these modules may be realized as an individual program or a partial combination.

[0043] Here, the configuration shown in FIG. 1 which performs the same functions as each module is as follows. Log data collection module 306: Log data collection unit 31 Error information identification module 307: Error information identification unit 32 Service subscription status determination module 308: Service subscription status determination unit 33 Guide information creation module 309: Guide information creation unit 34 Collaboration module 310: Collaboration section 35 Therefore, the processing device 301 executes the processes of the log data collection unit 31, the error information identification unit 32, the service subscription status determination unit 33, the guide information creation unit 34, and the cooperation unit 35 in accordance with the home appliance management program 305.

[0044] At least one of home appliance management program 305 and home appliance management program 105 executes the same calculations as home appliance management program 305, and only one of them needs to exist. In this case, the modules that constitute these programs also need to exist in at least one of them. Also, each module that constitutes home appliance management program 305 may be realized as an independent program or a program that is constituted by a partial combination.

[0045] This concludes the explanation of Fig. 4, and we will return to the explanation of Fig. 1. The router 4 has a function for connecting each device, and is preferably installed in the same premises as the home appliances 2. Note that the router 4 can be omitted or replaced with another communication device. The network 5 is a communication network such as the Internet or a public line network.

[0046] Furthermore, the service support system 6 is a computer system for supporting services such as maintenance, and can be realized as a business system in a service provider that provides the service. The service support system 6 is connected to other devices such as the home appliance management device 3 via the network 5. The service provider may be a service center or maintenance department of a manufacturer that uses the home appliance management device 3, or may be an independent corporation. The service support system 6 includes a plurality of terminals such as PCs used by workers, managers, etc., and has a database 60 that can be shared by these terminals.

[0047] This database 60 stores information related to malfunctions, such as support information 61. This can be acquired through cooperation with the user terminal 1 and the home appliance management device 3. Note that the information related to malfunctions, such as the support information 61 in the database 60, may be omitted, and the information in the home appliance management device 3 may be used. Furthermore, the service support system 6 may be realized as a stand-alone computer (service support device), such as a PC. Also, the function of the service support system 6 may be provided in the home appliance management device 3, or the home appliance management device 3 may be connected via an intranet or the like, not via the network 5. This concludes the explanation of the configuration of this embodiment.

[0048] <Information> Next, various information used in this embodiment will be described. FIG. 5 is a diagram showing user management information 361 used in this embodiment. This information is about the user of the home appliance 2. As shown in FIG. 5, the user management information 361 has the following items for each user: address, contact information, owned home appliances, log data, and warranty service subscription status. Here, the user is only required to be information that identifies the relevant user. Furthermore, the address and contact information are those of the relevant user and can be omitted. Furthermore, the owned home appliance is information that identifies the home appliance owned or used by the relevant user, that is, the home appliance 2.

[0049] The log data is log data of the corresponding home appliance 2 collected by the log data collection unit 31, and includes an error code. The service subscription status indicates a warranty service of the user for the corresponding home appliance 2. The log data may be managed as information separate from the user management information 361.

[0050] The user management information 191 of the user terminal 1 is the same type of information as the user management information 361 and has similar items, but is limited to the relevant user. In addition, the user, address, and contact information in the user management information 191 can be omitted.

[0051] Next, FIG. 6 is a diagram showing home appliance management information 362 used in this embodiment. The home appliance management information 362 is information on errors for each type of home appliance. For this reason, the home appliance management information 362 has items of error code and error information for each home appliance. Here, the item of home appliance indicates the type of home appliance, that is, the model. The error code identifies a malfunction that may occur in the corresponding home appliance. In addition, the error codes may be managed by distinguishing between serious error codes (Fxx in the figure) indicating serious errors that are difficult for the user to handle (requires handling by a maintenance company, etc.) and minor error codes (Cxx in the figure) indicating minor errors that can be handled by the user.

[0052] The error information is information about a malfunction that may occur in the corresponding home appliance. In this embodiment, the error information includes error content, impact, and countermeasure, but any of these may be omitted. The error content indicates the content of the malfunction indicated by the corresponding error code. The impact indicates the impact on the operation of the home appliance 2 caused by the malfunction indicated by the corresponding error code. The countermeasure indicates a countermeasure for solving the malfunction indicated by the corresponding error code. Note that this countermeasure indicates a possible countermeasure, and does not necessarily have to solve the malfunction. Furthermore, it is preferable that the countermeasure is a countermeasure that the user can take. Note that the home appliance management information 192 stored in the user terminal 1 has the same configuration as the home appliance management information 362, but may be information limited to the home appliance 2 owned or used by the user.

[0053] Next, FIG. 7 is a diagram showing contract information 363 used in this embodiment. Contract information 363 is information indicating the guarantee contents for the guarantee service that the user can enjoy. For this reason, in this embodiment, contract information 363 has items of contract and guarantee contents for each home appliance. Here, the items of home appliance may be for each model, or for each type such as a refrigerator. Furthermore, contract information 363 may be items for each user, or may be information common to all home appliances or multiple home appliances.

[0054] The contract also identifies the warranty service. The warranty content indicates what can be handled by the warranty service, that is, what services can be enjoyed. The contract information 193 stored in the user terminal 1 has a similar configuration, but may be omitted.

[0055] Next, FIG. 8 is a diagram showing support information 364 used in this embodiment. Support information 364 is information indicating how to deal with a malfunction detected in a home appliance 2. For this reason, support information 364 has items for each user, including supported home appliance, error code, response status, and error content / measures. Here, the user indicates the user of the home appliance 2 in which a malfunction was detected. Also, the supported home appliance indicates the type (model) of the home appliance 2 in which a malfunction was detected. However, the supported home appliance may identify the individual home appliance 2 in which a malfunction was detected, in which case the user item may be omitted.

[0056] Moreover, the error code indicates a malfunction detected in the home appliance 2. The response status indicates the status and content of the response to the malfunction indicated by the corresponding error code. Moreover, the error content / response method indicates the content of the corresponding error and the necessary response method for the same.

[0057] Although support information 194 of user terminal 1 has the same items as support information 364, the information is limited to the user in question. Therefore, the user item can be omitted. Furthermore, support information 61 of service support system 6 also has the same items as support information 364. Furthermore, support information 364, support information 194, and support information 61 may include created guidance information. This concludes the explanation of the various types of information used in this embodiment.

[0058] <Processing flow> Next, a processing flow of this embodiment will be described with reference to Figs. 9A, 9B, and 10A to 10F. Figs. 9A and 9B are flowcharts showing the processing flow of this embodiment. Figs. 10A to 10F are diagrams showing display screens of this embodiment. In the following description, the processing of the user terminal 1 and the home appliance management device 3 will be described using the configuration shown in Fig. 1.

[0059] First, in step S1 of Fig. 9A, the operating unit 210 of the home appliance 2 is operating. Note that the operation of the home appliance 2 is not essential, and the following steps may be executed when the home appliance 2 is not operating. Also, in step S2, the log data acquisition unit 203 detects a malfunction (error) that has occurred in any of the home appliances 2, such as the operating unit 210, by acquiring log data. Then, the log data acquisition unit 203 identifies an error code indicating the detected malfunction. At this time, the display operation unit 209 may display the identified error code.

[0060] In step S3, the log data acquisition unit 203 notifies the home appliance management device 3 of an error code using the communication unit 208. At this time, information for identifying the user and the home appliance 2 is also notified. This notification is preferably executed when an error is detected. However, when notifying the log data, it may be executed in response to a communication request from the log data collection unit 31, or may be executed periodically.

[0061] In step S4, communication unit 30 of home appliance management device 3 receives the notified error code. If home appliance 2 does not have a communication function, steps S2 to S4 are performed as follows. In step S2, display operation unit 209 displays the identified error code. In response to this, the following process (1) or (2) is executed.

[0062] (1) The input unit 17 of the user terminal 1 accepts input of an error code from the user. Then, the communication unit 10 of the user terminal 1 notifies the home appliance management device 3 of the accepted error code, and the home appliance management device 3 accepts this.

[0063] (2) An error code is photographed using the camera of the user terminal 1. In addition, the communication unit 10 transmits this image data or the image recognition result (in code format) to the home appliance management device 3. In response to this, the home appliance management device 3 performs image recognition on the image data and identifies the error code.

[0064] In step S5, the error information identifying unit 32 identifies, from the home appliance management information 362, error information corresponding to the received error code.

[0065] Furthermore, in step S6, the error information identification unit 32 determines whether the error code is a "minor error code" that the user can handle, or a "serious error code" that is difficult to handle. This determination can be made based on the contents of the error code (whether it includes C or F). As a result, if it is difficult to handle (serious error code), the process transitions to step S7. If it is possible to handle the error (minor error code), the process transitions to step S8.

[0066] Furthermore, in step S7, the service subscription status determination unit 33 uses the information identifying the user received in step S4 to determine the subscription status of the user to a warranty service from the user management information 361. At this time, it is desirable to determine whether the user has subscribed to a predetermined warranty service for the home appliance 2 in which a malfunction has been detected. Here, it is desirable for the predetermined warranty service to be a selective warranty service such as extended warranty service A or extended warranty service B. If the result of this determination is that the user has subscribed to the predetermined warranty service, the process proceeds to step S12. If the user has not subscribed, the process proceeds to step S8.

[0067] In step S8, the error information identification unit 32 notifies the user terminal 1 of the error information using the communication unit 30. The communication unit 10 of the user terminal 1 receives the error information. At this time, the guidance information creation unit 14 causes the display unit 18 to display a display screen indicating that a malfunction has occurred in the home appliance 2. FIG. 10A is a diagram showing a display screen (part 1) notifying that a malfunction has occurred in the home appliance 2 in this embodiment. In FIG. 10A, a notification of the malfunction is displayed on the home screen of the display unit 18 when the home appliance management program 105 is started. This screen has a screen identification area 181-1, a malfunction notification area 182, home appliance status display areas 183-1 and 183-2, and a menu selection area 184.

[0068] First, screen specification area 181-1 indicates that this screen is the "home screen." Furthermore, malfunction notification area 182 indicates that an abnormality has occurred in the ice maker (of refrigerator 23) as a malfunction. Here, the occurrence of a malfunction is important information, so it is distinguished from other display areas and displayed with greater emphasis.

[0069] Moreover, home appliance status display areas 183-1 and 183-2 show the status of each home appliance 2 used by the user. Home appliance status display area 183-1 in Fig. 10A shows that microwave oven 21 is not operating. Moreover, home appliance status display area 183-2 in Fig. 10A shows that washing machine 22 is operating and will end its operation in 2 minutes 35 seconds.

[0070] Moreover, menu selection area 184 is a display area for selecting a menu (screen) of home appliance management program 105. In FIG. 10A, Home, Notifications, My Home Appliances, and Support are shown as menus. Home is an icon for transitioning to the home screen of FIG. 10A. Notifications is an icon for transitioning to the notification screen of FIG. 10B described below. My Home Appliances is an icon for transitioning to a My Home Appliances screen (management screen) for managing the user's home appliances 2. Furthermore, Support is an icon for transitioning to a support screen for service and support for home appliances up to maintenance.

[0071] 10A is selected, a display screen (part 2) notifying that a malfunction has occurred in home appliance 2 is displayed as shown in FIG. 10B. This screen has screen specification area 181-2, home appliance management information display areas 186-1 to 186-3, and menu selection area 184.

[0072] First, screen specific area 181-2 is an area similar to screen specific area 181-1, but indicates that this screen is a notice screen. In addition, below screen specific area 181-2, a display area for the user to select home appliances 2 to be used is provided. In FIG. 10B, since "all" is selected, microwave oven 21, washing machine 22, and refrigerator 23 are displayed as home appliance management information display areas 186-1 to 186-3.

[0073] Moreover, the home appliance management information display areas 186-1 to 186-3 are display areas for managing the home appliances 2, and display information for managing each home appliance 2 and related functions. In the present embodiment, since a malfunction has occurred in the refrigerator 23, the malfunction (error occurrence or icon) is highlighted to distinguish the other home appliance management information display areas. The menu selection area 184 is the same as that of FIG. 10A. The display of FIG. 10A may be executed by starting the home appliance management program 105 on the condition that the error information is received in step S9, or may transition to the screen of FIG. 10A when the home appliance management program 105 is running. Furthermore, when the error information is received in step S9, if a notice screen is displayed, the home appliance management information display area 186-3 may be highlighted as shown in the figure. This concludes the description of FIG. 10A and FIG. 10B, and the description of the process flow will be continued by returning to FIG. 9A.

[0074] In step S10, the error information identification unit 12 displays the received error information on the display unit 18. For this purpose, when a malfunction display area indicating the occurrence of a malfunction, such as the malfunction notification area 182 in FIG. 10A or the home appliance management information display area 186-3 in FIG. 10B, is specified by the user, the error information identification unit 12 transitions the screen of the display unit 18 to an error information display screen. Here, FIG. 10C shows the error information display screen in this embodiment. In FIG. 10C, the error information display screen of the display unit 18 has a screen identification area 181-2, a back button 181-3, an error notification area 185-1, an error content display area 185-2, an effect display area 186, and a countermeasure method display area 187.

[0075] First, the screen specific area 181-2 is the same as that in Fig. 10B. Also, the back button 181-3 is provided in the screen specific area 181-2, and is a button for returning to the display of the previous display screen. In this embodiment, by designating the back button 181-3, the display screen of Fig. 10B or Fig. 10A is returned to.

[0076] Moreover, error notification area 185-1 indicates that a malfunction has occurred in refrigerator 23. Moreover, error content display area 185-2, like malfunction notification area 182, highlights that an abnormality has occurred in the ice maker (of refrigerator 23) as the malfunction. Moreover, error content display area 185-2 indicates the error content of the detected malfunction, which is the error content itself of home appliance management information 362 or content based on the error content.

[0077] Furthermore, the impact display area 186 displays the impact of the detected malfunction, which is the impact itself of the home appliance management information 362 or the content based thereon. Furthermore, the solution display area 187 displays the solution to the detected malfunction, which is the solution itself of the home appliance management information 362 or the content based thereon. Note that the information displayed in the error content display area 185-2, the impact display area 186, and the solution display area 187 indicates error information. Furthermore, the error information may include the information displayed in the error notification area 185-1. Furthermore, information suggesting or guiding the user to join a predetermined warranty service such as an extended warranty may be displayed below the solution display area 187.

[0078] The error information display screen may also include information about warranty services (other than extended services, etc.) that are automatically subscribed to, such as a standard warranty. An example of such a display screen is shown in Fig. 10D. In Fig. 10D, a standard warranty display area 188-1 and a service proposal area 189-1 have been added compared to Fig. 10C.

[0079] Also, the service suggestion area 189-1 indicates that a repair is requested for the malfunction. Note that the normal warranty display area 188-1 and the service suggestion area 189-1 may be configured to display only when the detected malfunction is a serious error code.

[0080] This concludes the description of the display screens shown in Figs. 10C and 10D that are displayed in step S10, and the description of the processing flow will be continued by returning to Fig. 9A.

[0081] If the user checks the displayed error information and wishes to request a service such as repair, in step S11, the repair request unit 16 executes a service request process to the service support system 6 in response to the service request input via the input unit 17. This service request process includes sending an email, sending a notification via the Web (including using SNS), and making a request by phone.

[0082] Furthermore, in step S12, the guidance information creation unit 34 creates guidance information based on the error information and service subscription status identified in step S5. To this end, the guidance information creation unit 34 identifies the relevant warranty service using the user management information 361. Then, the guidance information creation unit 34 identifies the warranty content of the identified warranty service from the contract information 363. Then, the guidance information creation unit 34 creates subscription status information including the identified warranty service and its warranty content. As a result, the guidance information creation unit 34 merges the identified error information and subscription status information to create guidance information. Furthermore, the guidance information creation unit 34 may add countermeasure information for dealing with the detected malfunction to the guidance information.

[0083] Then, in step S13 of Fig. 9B, the linking unit 35 executes a linking process for the information on the detected malfunction, such as the created guide information and support information. This is also a process for linking the contents of the warranty service with the service provider.

[0084] For this purpose, the cooperation unit 35 notifies the service support system 6 of information related to the detected malfunction using the communication unit 30, and registers the information related to the malfunction in the storage unit 36 ​​in a state accessible from the service support system 6. Furthermore, in step S13, the cooperation unit 35 notifies the service support system 6 of information related to the malfunction using the communication unit 30, and notifies the service support system 6 that the information related to the malfunction has been registered in the storage unit 36 ​​in a state accessible from the service support system 6. At this time, the cooperation unit 35 may number malfunction identification information that identifies the detected malfunction and include it in the notification content. Note that the timing of the judgment of the malfunction identification information and the processing entity thereof are not limited to this.

[0085] In step S14, the service support system 6 receives the notification in step S13. In response to this, in step S15, the service support system 6 executes processing for supporting measures against the malfunction, such as registering support information 61. As a result, for a malfunction for which a predetermined service, such as an extended warranty service, can be enjoyed, information about the malfunction can be shared with the service provider, enabling cooperation regarding services such as repairs.

[0086] In step S16, the guidance information creation unit 34 notifies the user terminal 1 of the created guidance information via the communication unit 10. In step S17, the communication unit 10 of the user terminal 1 accepts the notified guidance information. In response, in step S18, the guidance information creation unit 14 displays the notified guidance information on the display unit 18.

[0087] Here, the guidance information display screen displayed in step S18 will be described. Fig. 10E is a diagram showing the guidance information display screen in this embodiment. In the guidance information display screen in Fig. 10E, an extended warranty display area 188, a service proposal area 189-1, and a service guide display area 189-4 are added compared to the error information display screen in Fig. 10C.

[0088] First, the extended warranty display area 188 displays the contents of the subscription status information for the warranty service previously determined in step S7.

[0089] Also, the service guidance display area 189-4 is a display area for requesting a service support provider with one touch, and can be realized by buttons like a software keyboard. Furthermore, a dedicated telephone inquiry area 189-2 and a WEB request area 189-3 are added to the guidance information display screen of Fig. 10F. The telephone inquiry area 189-2 and the WEB request area 189-3 are display areas for requesting a service such as repairs to a service support provider by telephone or via the WEB, and can be realized by buttons like a software keyboard. This concludes the explanation of the display screen of Fig. 10E, and we will return to Fig. 9B to continue the explanation of the processing flow.

[0090] In step S19, the repair request unit 16 notifies the service support system 6 of a service request in response to the designation in the service guidance display area 189-4. This service request desirably includes information for identifying the relevant user and / or home appliance. Also, instead of or in addition to this identification information, the service request may include defect identification information for identifying the defect numbered during the linking process in step S13.

[0091] Furthermore, in step S19, the service support system 6 accepts the service request. Then, in step S20, a maintenance person or the like uses the service support system 6 to check information (guidance information and support information) related to the malfunction that corresponds to the service request. For this purpose, the service support system 6 identifies and makes displayable information related to the malfunction using information that identifies the user and / or the home appliance or malfunction identification information included in the service request. In response to this, a maintenance person can visit the customer to repair the malfunction, etc.

[0092] Then, in step S21, the service support system 6 updates the response status of the support information 61 in response to input from the maintenance staff or the manager.

[0093] This concludes the description of this embodiment, but the present invention is not limited to this embodiment. For example, the above-mentioned processing may be performed by the home appliance 2 alone or in cooperation with the user terminal 1 or the home appliance management device 3, or may be performed by the user terminal 1 or the home appliance management device 3 alone. In particular, when the processing is performed by the home appliance management device 3, it is desirable to provide or connect an input device or an output device to the home appliance management device 3. [Explanation of symbols]

[0094] 1...user terminal, 10...communication unit, 11...log data collection unit, 12...error information identification unit, 13...service subscription status determination unit, 14...guide information creation unit, 15...linkage unit, 16...repair request unit 16, 17...input unit, 18...display unit, 19...storage unit, 191...user management information, 192...home appliance management information, 193...contract information, 194...support information, 2...home appliance, 21...microwave oven, 22...washing machine, 23...refrigerator, 201...control unit, 202...control signal creation unit, 203...log data acquisition unit, 204...error information Identification unit, 205...guide information creation unit, 206...linkage unit, 207...repair request unit, 208...communication unit, 209...display operation unit, 210...operation unit, 211...sensor, 3...home appliance management device, 30...communication unit, 31...log data collection unit, 32...error information identification unit, 33...service subscription status determination unit, 34...guide information creation unit, 35...linkage unit, 36...storage unit, 361...user management information, 362...home appliance management information, 363...contract information, 364...support information, 4...router, 5...network, 6...service support system

Claims

1. In a home appliance management system for supporting responses to defects detected in home appliances, an error information identifying unit that identifies error information corresponding to an error code indicating the malfunction; a service subscription status determination unit that determines a subscription status of a user of the home appliance to a predetermined warranty service for the home appliance in order to deal with the malfunction; A home appliance management system having a display unit that displays the error information and guidance information including the subscription status to the warranty service on the same screen when it is determined that the user is subscribed to the warranty service.

2. The home appliance management system according to claim 1, The home appliance management system further comprises a guide information creating unit that creates guide information including the error information and the subscription status information for the warranty service.

3. The home appliance management system according to claim 1, The display unit displays the guidance information, including a service guidance display area for requesting a service support provider to handle the malfunction, on the same screen as the home appliance management system.

4. In the home appliance management system according to claim 3, The home appliance management system further comprises a guide information creating unit that creates guide information having the error information, the subscription status information for the warranty service, and the service guide display area.

5. 5. The home appliance management system according to claim 1, The home appliance management system further includes a linking unit for sharing information about the malfunction with a service support system that uses a service that executes a response to the malfunction.

6. A computer that helps deal with problems detected in home appliances. an error information identifying unit that identifies error information corresponding to an error code indicating the malfunction; a service subscription status determination unit that determines a subscription status of a user of the home appliance to a predetermined warranty service for the home appliance in order to deal with the malfunction; A home appliance management program that functions as a display unit that displays, when it is determined that the user has subscribed to the warranty service, the error information and guidance information including the subscription status to the warranty service on the same screen.

7. 7. The home appliance management program according to claim 6, The home appliance management program causes the computer to further function as a guidance information creating unit that creates guidance information having the error information and the subscription status information for the warranty service.

8. 7. The home appliance management program according to claim 6, The display unit is a home appliance management program that displays the guidance information including a service guidance display area for requesting a service support provider to handle the malfunction on the same screen.

9. The home appliance management program according to claim 8, The home appliance management program further causes the computer to function as a guidance information creation unit that creates guidance information having the error information, the subscription status information for the warranty service, and the service guidance display area.

10. 10. The home appliance management program according to claim 6, A home appliance management program that causes the computer to function as a linking unit for sharing information about the malfunction with a service support system that uses a service that executes a response to the malfunction.

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