Information processing system

Abstract

To provide an information processing system capable of improving the quality in use by checking the quality in use of the services and so on provided to users.SOLUTION: An information processing system according to the present disclosure comprises a terminal part to display the user interface screen operated by a user and to acquire user characteristic data and user reaction data of the user operating the screen, a server part to generate user action data transmitted from the terminal part, a data collection service part to store the user action data, a design tool part to generate the customer journey representing a series of flows of operations from the user operation start of the interface screen to the completion of the objective by the user and to generate the screen design of the user interface screen, and stores them, and a user experience reflection part to associate the user action data stored in the data collection service part with the customer journey stored in the design tool part and with the screen design.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present disclosure relates to an information processing system, and more particularly to an information processing system that improves the quality of use of services and the like provided to users. [Background technology]

[0002] In recent years, methods have been developed to improve the quality of services and solutions by using design tools to develop services and solutions in stages, providing them to users, and verifying the user experience (UX: User eXperience) when users use them.

[0003] For example, technology is being developed to collect operation logs or user behavior from services or systems in operation, create user experiences as user stories or customer journeys, estimate user emotions, and use the information to improve services and systems.

[0004] Patent Document 1 discloses a technology for acquiring information about a customer's actions leading up to a predetermined action as the source information for a customer journey map, and creating a customer journey map based on the acquired source information. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Patent No. 6815235 Summary of the Invention [Problem to be solved by the invention]

[0006] Patent Document 1 discloses a technology for creating a customer journey map by collecting information such as operation logs or user behavior, but does not mention using the created customer journey map to improve the quality of services provided to users when they are used.

[0007] The present disclosure has been made to solve the above-mentioned problems, and aims to provide an information processing system that can verify the quality of services, etc. provided to users at the time of use using a customer journey map, and improve the quality at the time of use. [Means for solving the problem]

[0008] The information processing system according to the present disclosure includes a terminal unit that displays a user interface screen operated by a user and acquires user characteristic data and reaction data of the user operating the user interface screen, a server unit that generates user behavior data from data sent from the terminal unit, a data collection service unit that stores the user behavior data sent from the server unit, a customer journey that represents a series of operations from when the user starts operating the user interface screen to when the user completes their objective, a design tool unit that creates and saves a screen design for the user interface screen, and a user experience reflection unit that links the user behavior data stored in the data collection service unit with the customer journey and the screen design saved in the design tool unit. [Effects of the Invention]

[0009] According to the information processing system of the present disclosure, the user experience reflection unit links user behavior data with customer journeys and screen designs, thereby verifying the quality of services provided to users at the time of use and improving the quality at the time of use. [Brief explanation of the drawings]

[0010] [Figure 1] 1 is a schematic diagram illustrating a hardware configuration of an information processing system 100 according to a first embodiment of the present disclosure. [Figure 2] 1 is a functional block diagram showing a configuration of an information processing system 100 according to a first embodiment of the present disclosure. [Figure 3] 10 is a flowchart illustrating the operation of the terminal unit. [Figure 4] 10 is a flowchart illustrating the operation of a server unit. [Figure 5] 10 is a flowchart illustrating the operation of a data collection service unit. [Figure 6] 10 is a flowchart illustrating the operation of a user experience reflection unit. [Figure 7] 10 is a flowchart illustrating the operation of a design tool unit. [Figure 8] 10 is a diagram showing a data format of operation log data collected by an operation log acquisition unit. FIG. [Figure 9] FIG. 10 is a diagram illustrating a data format of feedback data collected by a feedback acquisition unit. [Figure 10] 10 is a diagram showing a data format of user behavior data generated by a user behavior generation unit. FIG. [Figure 11] FIG. 10 is a diagram illustrating a data structure of a user experience. [Figure 12] FIG. 1 is a diagram illustrating a data structure of a customer journey. [Figure 13] FIG. 10 is a diagram illustrating a data structure of a UI design. [Figure 14] FIG. 1 is a diagram illustrating an example of a customer journey. [Figure 15] FIG. 1 is a diagram illustrating an example of a customer journey. [Figure 16] FIG. 10 is a diagram illustrating an example of a UI design. [Figure 17] FIG. 10 is a diagram illustrating an example of a UI design. DETAILED DESCRIPTION OF THE INVENTION

[0011] <First Embodiment> 1 is a schematic diagram showing a hardware configuration of an information processing system 100 according to the first embodiment of the present disclosure. As shown in FIG. 1, the information processing system 100 includes a terminal unit 1 operated by a user US, a sensor unit 2, a server unit 3, a data collection service unit 4, a user experience reflection unit 5, and a design tool unit 6.

[0012] The terminal unit 1 and the sensor unit 2 constitute a front-end unit FE, and the server unit 3, the data collection service unit 4, the user experience reflection unit 5, and the design tool unit 6 constitute a back-end unit BE.

[0013] The front-end unit FE and the back-end unit BE exchange information via a communication network NW such as the Internet. In this manner, the information processing system 100 is configured with the front-end unit FE and the back-end unit BE that exchange information via the communication network NW.

[0014] A user US can view and input information by operating a user interface (UI) screen displayed on the display of a terminal unit 1, which is a communication terminal such as a personal computer (PC) or a smartphone. Data obtained by the terminal unit 1 is transferred to a server unit 3 via a communication network NW.

[0015] The server unit 3 formats the data received from the terminal unit 1 via the communication network NW into a format suitable for storage in a database. The formatted data is transferred from the server unit 3 to the data collection service unit 4 and stored in a database within the data collection service unit 4. This data is called user behavior data. User behavior data will be explained further below.

[0016] The user experience reflection unit 5 is a device that links the user behavior data stored in the data collection service unit 4 with the screen design (UI design) and customer journey created by the design tool unit 6.

[0017] The design tool unit 6 is a device that operates a design tool dedicated to creating UIs. The design tool unit 6 creates and stores customer journeys and UI designs.

[0018] The terminal unit 1 displays a UI screen on a display. The UI screen to be displayed is created in advance by a design tool unit 6. The terminal unit 1 also has a sensor unit 2 including a camera and a microphone. The sensor unit 2 acquires the facial expression, voice, and the like of the user US operating the terminal unit 1 as feedback data.

[0019] Fig. 2 is a functional block diagram showing the configuration of the information processing system 100. As shown in Fig. 2, the information processing system 100 starts operating when a user US picks up a communication terminal, which is the terminal unit 1, and starts a front-end application 11. The front-end application 11 is realized by a UI.

[0020] The terminal unit 1 incorporates a data transmission unit 12, an operation log acquisition unit 13, and a feedback acquisition unit 14 in order to collect feedback data from the user US.

[0021] The data transmission unit 12 transmits the data collected by the operation log acquisition unit 13 and the feedback acquisition unit 14 to the server unit 3. When data is generated in the operation log acquisition unit 13, the data from the operation log acquisition unit 13 and the data from the feedback acquisition unit 14 are transmitted together to the server unit 3. Therefore, there may be multiple pieces of data from the feedback acquisition unit 14 for one piece of data from the operation log acquisition unit 13.

[0022] The operation log acquisition unit 13 collects operation log data (operation log). The operation log data is information on when, which UIs, and in what order the user US operated. Operation log data is generated when the user US operates a UI.

[0023] The feedback acquisition unit 14 collects feedback data. The feedback data includes user feature data and reaction data. The feedback data is generated appropriately each time the features of the user US or the reactions of the user US are captured. The feedback acquisition unit 14 is connected to the camera 21 and microphone 22 of the sensor unit 2.

[0024] The feedback acquisition unit 14 acquires video data showing the facial expressions of the user US from the camera 21. This video data is analyzed, and the characteristics of the user US are stored as user characteristic data, and the reactions of the user when using the UI are stored as reaction data.

[0025] For example, a face is detected from video data, and information about the appearance of the user US, such as face shape, eye position, and hairstyle, is extracted. The extracted information is then used to extract the characteristics of the user US using a machine learning model. Examples of the user characteristic data that can be obtained include "age 40s," "male," and "wearing glasses."

[0026] The feedback acquisition unit 14 also acquires voice data of the user US from the microphone 22. This voice data is analyzed and saved as reaction data.

[0027] As an example of analysis, preprocessing is performed to remove noise from voice data, and then speech recognition technology is applied to the preprocessed data to extract it as text data. The extracted text data is then processed using natural language processing (NLP) technology to understand the emotions of the user US and turn them into reaction data. The resulting reaction data may include "satisfied," "somewhat satisfied," and "dissatisfied."

[0028] By analyzing the behavior of the user US as described above and modifying the UI design based on the results, the quality of the UI when in use can be improved.

[0029] The server unit 3 includes a back-end service unit 31, a data collection unit 32, and a user behavior generation unit 33. The data collection unit 32 is a memory that temporarily stores operation log data and feedback data transmitted from the data transmission unit 12 of the terminal unit 1. There may be multiple pieces of feedback data for one piece of operation log data. The back-end service unit 31 controls the timing of sending the data stored in the data collection unit 32 to the user behavior generation unit 33.

[0030] The user behavior generation unit 33 combines the operation log data and reaction data stored in the data collection unit 32. The combined data is defined as user behavior data. After being generated, the user behavior data is transmitted from the server unit 3 to the data collection service unit 4. By combining the operation log data and reaction data, it is possible to associate the operations of the user US with the reactions at that time.

[0031] The data collection service unit 4 includes a user behavior storage unit 41. The user behavior storage unit 41 is a database that stores the user behavior data transmitted from the user behavior generation unit 33 of the server unit 3.

[0032] The user experience reflection unit 5 includes a UI design mapping unit 51 and a customer journey mapping unit 52, and acquires user behavior data stored in the user behavior storage unit 41 of the data collection service unit 4, and a UI design 61 and a customer journey 62 stored in the design tool unit 6. Based on the acquired user behavior data, the user experience reflection unit 5 links the experience of the user US to a customer journey that organizes service operations in chronological order. Each UI design is assigned a screen ID, and the UI design and the user behavior data are linked by matching the screen IDs of the user behavior data.

[0033] The design tool operated by the design tool unit 6 allows designs to be easily created on an application and a browser. Here, a UI design that is displayed on the front-end application 11 of the terminal unit 1 and operated by the user US, and a customer journey used to understand customers are created and stored.

[0034] The customer journey is a concept that likens the series of processes a customer goes through from becoming aware of a product or service to purchasing it. Here, the service is likened to a UI, and the operations from when the customer begins interacting with the UI until they complete their goal are expressed as a series of steps in the customer journey.

[0035] When creating a customer journey using the design tool, unique IDs, a screen ID and an event ID, are assigned. This is to allow the user experience reflection unit 5 to match the user behavior data with the customer journey. The screen ID and event ID of the customer journey are also assigned to the corresponding UI design. This allows the UI design and user behavior data to be linked.

[0036] FIG. 3 is a flowchart illustrating the operation of the terminal unit 1. When the user US operates the UI of the terminal unit 1, the feedback acquisition unit 14 acquires data on the facial expressions, features, and speaking voice of the user US operating the UI from the camera 21 and microphone 22 (step S1). This data is analyzed, the data format is adjusted, and feedback data is generated (step S2). Note that the analysis of the data acquired by the feedback acquisition unit 14 is as described above, and adjusting the data format is the process of converting the data into a specific standard format. When exchanging data between systems and programs, the data format must be common to ensure compatibility. Note that an example of a data format will be described later using FIG. 9.

[0037] The front-end application 11 of the terminal unit 1 detects an operation event when the user US taps on a UI element, such as a button on the screen. When the user US generates an event, the front-end application 11 generates an operation log (step S3). The operation log acquisition unit 13 collects the generated operation log.

[0038] Furthermore, while the user US is operating the UI, feedback data is continuously generated in the above-described manner, and when the next event occurs, the feedback data up to that point is linked to the previous operation log and transmitted to the data collection unit 32 of the server unit 3 (step S4).

[0039] 4 is a flowchart illustrating the operation of the server unit 3. The data collection unit 32 receives the operation log and feedback data from the data transmission unit 12 of the terminal unit 1 (step S11). Since data arrives from the terminal unit 1 every time the terminal unit 1 collects operation log data, one piece of operation log data is used to generate one piece of user behavior data.

[0040] Furthermore, the feedback data is collected when the operation log data is collected and sent together as operation log data, so there are multiple pieces of feedback data for one piece of operation log data.

[0041] The user behavior generation unit 33 combines one piece of operation log data with a plurality of pieces of feedback data collected during that time to generate user behavior data (step S12).

[0042] The generated user behavior data is transmitted from the user behavior generation unit 33 to the data collection service unit 4 (step S13).

[0043] 5 is a flowchart illustrating the operation of the data collection service unit 4. The data collection service unit 4 stores the user behavior data transmitted from the user behavior generation unit 33 of the server unit 3 in the user behavior storage unit 41 (step S21).

[0044] 6 is a flowchart illustrating the operation of the user experience reflecting unit 5. The user experience reflecting unit 5 first acquires user behavior data stored in the user behavior storage unit 41 of the data collection service unit 4 (step S31).

[0045] Next, the UI design 61 and the customer journey 62 are obtained from the design tool unit 6 (step S32).

[0046] Next, two mapping steps are performed. First, the UI design mapping unit 51 maps user behavior data corresponding to each page design of the UI design (step S33). Here, a screen ID is assigned to each UI design as a whole. Additionally, an event ID is assigned to each widget that makes up the UI. These IDs are used to match the screen IDs and event IDs in the user behavior data. Then, by linking the UI design with the user behavior data, it is possible to collect the usage quality of the user US for the screens and widgets of each UI design.

[0047] Next, the customer journey mapping unit 52 maps the customer journey by linking the user US's experiences and service operations to a chronologically arranged customer journey from the user behavior data (step S34). The user behavior data includes information on screen IDs and behavior IDs (event IDs). In addition, screen IDs and event IDs are linked to each stage and user behavior in the customer journey.

[0048] By comparing these, it is possible to obtain information such as what actions each user US took and what their reactions were at each stage and action in the customer journey, and user behavior can be reflected in the UI design 61 and customer journey 62.

[0049] 7 is a flowchart explaining the operation of the design tool unit 6. The design tool unit 6 uses design tools for applications that run on the application and the browser. Using the design tools, a UI design 61 is created (step S41), and a customer journey 62 is created (step S42).

[0050] UI design 61 refers to the screen of the application operated by user US on terminal unit 1. Customer journey 62 represents a series of operations from when user US starts interacting with the application's UI until they complete their goal. By creating customer journey 62 in advance, it is possible to visualize how user US interacts with the application, consider the UI from the user US's perspective, and understand their emotions and behavior.

[0051] This makes it possible to develop and improve services suited to the user US. By comparing the expected behavior and emotions of the user US with the behavior and emotions of the user US obtained from the user behavior data, it is possible to correctly understand the quality of use and efficiently modify the UI. To link with the obtained user behavior data, the UI design 61 and customer journey 62 are assigned unique IDs, a screen ID and an event ID. The created data is saved as is in the design tool.

[0052] FIG. 8 is a diagram showing the data format of operation log data collected by the operation log acquisition unit 13 of the terminal unit 1. The data is written in a data format suitable for log management, such as JSON (JavaScript Object Notation). The operation log data shown in FIG. 8 consists of "screen ID," "event ID," and "time." JavaScript is a registered trademark.

[0053] A "screen ID" is assigned to each screen created in the UI design, and this ID is used to identify which screen the user US was operating. For example, the ID "GUI.LIST" indicates a screen that displays a certain list.

[0054] An "event ID" is assigned to a widget operated by the user US. For example, this is a button or text box. This ID is used to identify the operation performed by the user US. For example, "GUI.LIST.EV1" is an event in which a list is clicked in a UI that displays lists.

[0055] "Time" stores the time when the user operated the event ID. For example, if the operation was performed at 11:35:24 on September 14, 2023, "2023 / 09 / 14 11:35:24" is stored.

[0056] Fig. 9 is a diagram showing the data format of feedback data collected by the feedback acquisition unit 14 of the terminal unit 1. The data is written in a data format such as JSON. The feedback data shown in Fig. 9 is composed of "screen ID," "user feature data," and "reaction data."

[0057] The "screen ID" identifies which screen the user US was operating. For example, the ID "GUI.LIST" indicates a screen on which a certain list is displayed.

[0058] The "user characteristic data" is data such as the gender, age, and other data of the user US obtained by using video data obtained from the camera 21 of the sensor unit 2, an external cloud service such as "Azure AI Face" or "Amazon Rekognition," or proprietary image recognition software of the administrator of the information processing system 100 incorporated in the terminal unit 1. In the example of FIG. 8, the "user characteristic data" includes "male," "40s," and "glasses."

[0059] Azure AI Face is a service that provides AI algorithms to detect, recognize, and analyze human faces in images, and Amazon Rekognition is a service that makes it easy to add powerful image analysis to your applications.

[0060] Furthermore, the administrator of the information processing system 100 is an employee, clerk, etc. of a company, store, etc. that has introduced the information processing system 100 and is trying to improve the quality of services, etc. provided to customers, and is the operator of the information processing system 100. The operator of this system can acquire "user feature data" from video data of the user US using the external cloud service described above, or can acquire "user feature data" from video data of the user US using image recognition software independently developed by the organization to which the operator belongs.

[0061] By using proprietary image recognition software, it is cheaper to use than using external cloud services, and security is improved because data does not need to be passed on to external parties.

[0062] "Reaction data" is data that quantifies the satisfaction of the user US when using the UI. Video data obtained from the camera 21 of the sensor unit 2 is acquired using an external cloud service or proprietary recognition software of the administrator of the information processing system 100 incorporated in the terminal unit 1, and satisfaction is quantified from the reactions of the user US when using the UI.

[0063] Furthermore, the voice data obtained from the microphone 22 of the sensor unit 2 is used by external cloud services such as "Amazon Transcribe" and "Speech Services," or by using proprietary voice recognition software of the administrator of the information processing system 100 incorporated in the terminal unit 1 to obtain satisfaction data from the reactions of the user US when using the UI. In the example of Figure 9, "satisfied" and "somewhat satisfied" are listed as "reaction data."

[0064] "Amazon Transcribe" is a service provided by AWS (Amazon Web Service) that automatically converts speech into text. "Speech Services" is a service that provides speech recognition, speech synthesis, and converts conversation into text.

[0065] The administrator of the information processing system 100 can use the external cloud service described above to obtain "reaction data" from the user US's voice data, or can use voice recognition software developed in-house to obtain "reaction data" from the user US's voice data.

[0066] By using proprietary voice recognition software, it is cheaper to use than using external cloud services, and security is improved because data does not need to be passed on to external parties.

[0067] Fig. 10 is a diagram showing the data format of the user behavior data generated by the user behavior generation unit 33 of the server unit 3. The data is written in a data format such as JSON. The user behavior data shown in Fig. 10 is composed of "screen ID", "event ID", "time", "user feature data", and "reaction data".

[0068] User behavior data is generated by combining operation log data and feedback data sent from the terminal unit 1. Since data arrives from the terminal unit 1 each time operation log data is collected, one piece of operation log data is used to generate one piece of user behavior data.

[0069] Also, since all feedback data accumulated when operation log data is collected is sent simultaneously, there will be multiple pieces of feedback data for one piece of operation log data. For example, for the operation log data of data = {"Session ID": "345gj245jfa234","Screen ID": "GUI.LIST","Event ID": "GUI.LIST.EV1","Time": "2023 / 09 / 14 11:35:24"}, there will be feedback data of data = {"Session ID": "345gj245jfa234","Screen ID": "GUI.LIST","User Feature Data": ["Male", "40s", "Glasses"],"Reaction Data": "Satisfied"} and data = {"Session ID": "345gj245jfa234","Screen ID": "GUI.LIST","User Feature Data": ["Male", "40s", "Glasses"],"Reaction Data": "Somewhat Satisfied"}.

[0070] The user behavior data generated at this time is as shown in Figure 10: data = {"Screen ID": "GUI.LIST","Event ID": "GUI.LIST.EV1","Time": "2023 / 09 / 14 11:35:24","User characteristic data": ["Male", "40s", "Glasses"],"Reaction data": ["Satisfied", "Somewhat satisfied"]}.

[0071] When the user US generates an event on the terminal unit 1 while using an application, operation log data is generated. Feedback data is also generated during this time. The feedback data is the current "user characteristic data" and "reaction data" of the user US while using the application, and when the next event occurs, the feedback data up to that point is linked to the generated operation log data. These data are combined to generate user behavior data.

[0072] The "screen ID" is stored in both the operation log data and the feedback data. That is, the operation log data and feedback data that arrive at the same time store the same screen ID.

[0073] The "Event ID" is the event ID stored in the operation log data, and the "Time" is the time stored in the operation log data.

[0074] "User feature data" stores data stored in multiple feedback data in an array format with no overlapping. For example, suppose there are two pieces of feedback data, and the user feature data of one feedback data stores "male, 40s" and the user feature data of the other feedback data stores "male, glasses." In this case, the "user feature data" of the user behavior data will be "male, 40s, glasses."

[0075] Like "user feature data," "reaction data" stores data stored in multiple feedback data in an array format without overlapping. For example, suppose there are two pieces of feedback data, and the reaction data of one feedback data stores "satisfied," and the reaction data of the other feedback data stores "somewhat satisfied." In this case, the reaction data of the user behavior data will be "satisfied, somewhat satisfied."

[0076] Figure 11 shows the data structure of the user experience, expressed in the form of a class diagram in Unified Modeling Language (UML). The user experience consists of zero or more pieces of user behavior data. The user behavior data includes "event ID," "user feature data," "reaction data," etc. By accumulating and analyzing this data, it is possible to obtain the quality of the UI during use.

[0077] The user behavior data consists of one operation log data and zero or more feedback data. The feedback data holds one session ID of the session connected by the user US, one screen ID of the screen operated, zero or more user feature data of the user US operating the user interface screen, and one reaction data at the time of the operation.

[0078] The operation log data holds data for one session ID, one screen ID, one event ID, and one time.

[0079] Figure 12 shows the data structure of a customer journey, expressed in the form of a UML class diagram. A customer journey consists of one or more stages, each of which is assigned a unique stage ID. Here, the customer journey represents the process that a user US goes through when using an application, from the start to the end of use, in chronological order.

[0080] A stage is data that groups multiple actions taken by a user US. When using an application from the user's perspective, it includes "actions" from operating the application's UI to achieving a certain goal until receiving some output, i.e., operation events on the UI. Each "action" is assigned a unique action ID, which corresponds to the event ID included in the operation log data.

[0081] Behaviors in the customer journey are the specific actions a user takes at each stage. These actions provide important clues about how the user interacts with your application and what happens as a result.

[0082] An "action" consists of one or more customer touchpoints and one or more emotions. A "customer touchpoint" is the point of contact between the user US and the product, and in this case refers to the point of contact with the application, i.e., the UI screen. A single screen ID is assigned to link the UI corresponding to the action.

[0083] "Emotions" represent the feelings of the user US when performing that action. When the initial customer journey is created, the customer journey developer writes down the emotions they anticipate for the user US. The developer's anticipated emotions are linked to the reaction data from the user behavior data, and the anticipated "emotions" are compared with the "emotions" collected when the user US actually uses the UI, thereby verifying the quality of usage.

[0084] Since each action is associated with one "customer touchpoint" and one "emotion," it is possible to understand what emotion the user US felt on which screen by using the screen ID and reaction data.

[0085] Verification of quality during use involves evaluating how the user US uses the UI and how they feel about it. For example, if the "emotion" of the user US assumed by the developer is "satisfied," and the "emotion" collected when the user US uses the UI is "somewhat satisfied," the next customer journey created to reflect this can be viewed in the design tool section 6, and the developer will recognize that there is room for improvement in the UI and consider improving it.

[0086] The results of the testing are compiled into a table or document and used to determine where and how improvements can be made to create a UI with higher quality in use.

[0087] Figure 13 shows the data structure of the UI design, expressed in the form of a UML class diagram.

[0088] A UI design consists of one or more pages. A page is an interface through which the user US interacts with the application. Each page is assigned a unique screen ID. Based on the screen ID information, zero or more pieces of user behavior data, which represent the user US's reaction when using that screen, are linked.

[0089] This allows the user US's reaction data for each screen to be aggregated, and the quality of the UI design, in other words, the user US's evaluation of the UI, to be obtained.

[0090] A "page" is made up of one or more "UI parts." A "UI part" refers to the individual components that make up the user interface. Examples include buttons, text fields, check boxes, shapes, and images. Each UI part is assigned a unique event ID.

[0091] This event ID is also included in the user behavior data. When obtaining the usage quality of the user US, the event ID is used to identify the UI part operated by the user.

[0092] 14 and 15 are diagrams showing an example of a customer journey created by the design tool unit 6. In the customer journey, the behavior of the user US is classified into stages according to the application usage stage. FIG. 14 shows stage 1, and FIG. 15 shows stage 2. Each stage is assigned a unique stage ID. In FIG. 14, the stage ID corresponds to "CJ.STG1," and in FIG. 15, it corresponds to "CJ.STG2."

[0093] Each stage is linked to multiple "actions." In Figure 14, these are "action 1-1" to "action 1-3," and in Figure 15, these are "action 2-1" to "action 2-3." A unique action ID is assigned to each action. In Figure 14, the action ID is "CJ.STG1.ACT1," and in Figure 15, it is "CJ.STG2.ACT1."

[0094] Each behavior is linked to the screen that is the customer contact point, the screen ID corresponding to that screen, reaction data, and the corresponding emotion. In Figures 14 and 15, emotions are expressed as emoticons of faces as an example. Emotions can also be mapped as reaction data, such as "1: Satisfied, 2: Somewhat Satisfied, ... 5: Dissatisfied." This makes it possible to present information that is easy to understand to the administrator of the information processing system 100 that uses the customer journey.

[0095] In this way, UI design is linked to behavior, and behavior is linked to stages. Because the UI design is linked to the reaction data and emotions of the user US, by tracing these, the reaction data and emotions can be reflected in the customer journey in the design tool. By reflecting the reaction data and emotions of the user US in the customer journey in the design tool, the administrator of the information processing system 100 can see this and determine where and how to improve the UI to create a UI with higher quality in use, and further refine the UI. Repeating this process further improves quality in use.

[0096] 16 and 17 are examples of UI designs created by the design tool unit 6. This UI design represents each screen of an application, and each screen is assigned a unique screen ID. For example, the screen ID on which "LIST" is displayed is "GUI.LIST."

[0097] Each screen is made up of various UI parts, and an ID is assigned to the events that each part generates, such as clicks and inputs. This ID is called an "event ID." As an example, in Figure 16, the event ID for the transition event that occurs when you click a UI part on the "LIST" screen where "LIST" is displayed is "GUI.LIST.EV1." When this event occurs, the screen transitions from the "LIST" screen to the "SEARCH" screen.

[0098] The event ID of the transition event that occurs when you click a UI part on the "SEARCH" screen is "GUI.SEARCH.EV1", and when this event occurs, the screen transitions to the next "SEARCH" screen. The screen ID of this "SEARCH" screen is "GUI.SEARCH1".

[0099] Furthermore, when a certain UI part on the "SEARCH" screen is operated, the "GUI.SEARCH.EV3" event occurs. When this event occurs, the screen transitions from the "SEARCH" screen to the "VIEW" screen. The event ID of the transition event is "GUI.SEARCH.EV3". The next screen transitioned to by this event is shown in Figure 17.

[0100] In Figures 16 and 17, the top row shows an example of a screen transition, and the middle and bottom rows show two example patterns of screen transition to explain A / B testing. A / B testing is a test in which two UI designs, A and B, are prepared and compared to determine which UI design was easier for the user US to use, i.e., which had higher quality during use. Figure 16 shows two patterns, "GUI.SEARCH.PTN_A" and "GUI.SEARCH.PTN_B," and by comparing these it is possible to evaluate which screen design was better.

[0101] The event that occurs when operating the UI part that is the "SEARCH" screen of "GUI.SEARCH.PTN_A" is called "GUI.SEARCH.EV1," and the event that occurs when operating the UI part that is the "SEARCH" screen of "GUI.SEARCH.PTN_B" is called "GUI.SEARCH.EV2." When this event occurs, the display of the "SEARCH" screen changes.

[0102] The average user US response to the first "SEARCH" screen of "GUI.SEARCH.PTN_A" is shown in a pie chart to the right of the "SEARCH" screen, with the percentage below it showing "10%," and the average user US response to the next "SEARCH" screen showing "50%."

[0103] The figure also shows that the average user US response to the first "SEARCH" screen of "GUI.SEARCH.PTN_B" is "80%," and the average user US response to the next "SEARCH" screen is "60%." The user US response may be, for example, satisfaction, and the average user US satisfaction is shown. This indicates that the screen design of "GUI.SEARCH.PTN_B" had higher satisfaction, i.e., higher quality during use. The average user US response is calculated by aggregating and averaging reaction data from multiple user USs. The user behavior data stored in the user behavior storage unit 41 is aggregated by the user experience reflection unit 5 to calculate the average, and then mapped by the UI design mapping unit 51. When satisfaction is used as the user US response, for example, the satisfaction levels of multiple users can be aggregated and divided by the number of users, with "satisfied" being 100%, "somewhat satisfied" being 80%, and "dissatisfied" being 0%.

[0104] In this way, by displaying the reaction of the user US when operating the UI as a graph or numerical value, it becomes possible to present information that is easy to understand to the administrator of the information processing system 100.

[0105] Returning to the explanation at the top of Figure 16, when the "GUI.SEARCH.EV3" event occurs, the "SEARCH" screen transitions to the "VIEW" screen shown in Figure 17. The "VIEW" screen to which the transition occurs is called "GUI.VIEW." Figure 17 also shows two patterns for "GUI.VIEW," "GUI.VIEW.PTN_A" and "GUI.VIEW.PTN_B," as examples of screen transitions to explain A / B testing.

[0106] The average user US response to the "VIEW" screen of "GUI.VIEW.PTN_A" is shown in a pie chart on the right side of the screen, with a percentage of "90%" below. The average user US response to the "VIEW" screen of "GUI.VIEW.PTN_B" is shown in a pie chart on the right side of the screen, with a percentage of "40%" below.

[0107] Clicking a UI part on the "VIEW" screen triggers the "GUI.VIEW.EV1" event, transitioning to the "PLAY" screen. This screen is "GUI.PLAY." Operating the UI parts on the "PLAY" screen triggers the "GUI.PLAY.EV1," "GUI.PLAY.EV2," "GUI.PLAY.EV3," and "GUI.PLAY.EV4" events. The "PLAY" screen is a video playback screen, and different actions occur for each event, such as "Play," "Stop," and "Skip." Figure 17 shows two "PLAY" screens. This represents the transition to the "PLAY" screen on the right as a result of operating a UI part on the left "PLAY" screen. For example, clicking the "Stop" button represents the state in which the screen is stopped. The average user US response to the left "PLAY" screen is shown in a pie chart at the bottom of the screen, with a percentage of "50%" below it. The average user US response to the right "PLAY" screen is shown in a pie chart at the bottom of the screen, with a percentage of "90%" below it.

[0108] During the UI development phase, we collect usage quality data and prepare several screen candidates to provide the most user-friendly UI for the US user. Usage quality in UI refers to the quality and experience that the US user experiences when actually using the UI of a product or service. This is made up of elements such as usability, visual design, and performance.

[0109] Usability evaluates whether users (US) can understand and operate a system easily. Usability includes intuitive operation, clear navigation, and easy-to-understand information.

[0110] Visual design includes color, layout, font, etc., and influences the impression and interest of the user US.

[0111] Performance includes UI response speed and responsiveness, and appropriate response speed and efficient screen transitions have a significant impact on the user experience.

[0112] The evaluation of quality in use is based on the usability, visual design, and performance described above and is used by the administrator of the information processing system 100 to determine how to improve the UI.

[0113] It should be noted that the present disclosure allows modifications and omissions to be made to the embodiments as appropriate within the scope of the disclosure.

[0114] The present disclosure described above will be summarized as an appendix.

[0115] (Appendix 1) a terminal unit that displays a user interface screen operated by a user and acquires user characteristic data and reaction data of the user operating the user interface screen; a server unit that generates user behavior data from the data transmitted from the terminal unit; a data collection service unit that stores the user behavior data transmitted from the server unit; a customer journey representing a series of operations from when the user starts operating the user interface screen until the user completes a purpose; and a design tool unit that creates and saves a screen design of the user interface screen; An information processing system comprising: a user experience reflection unit that links the user behavior data stored in the data collection service unit with the customer journey and the screen design saved in the design tool unit.

[0116] (Appendix 2) The terminal portion is the user characteristic data and the reaction data are used as feedback data; The operation of the user interface screen by the user is recorded as operation log data; linking the feedback data with the operation log data and transmitting the linked data to the server unit; The server unit 2. The information processing system according to claim 1, wherein the linked operation log data and the feedback data are combined to generate the user behavior data.

[0117] (Appendix 3) The user experience reflection unit a design mapping unit that associates screen identification numbers that identify the user interface screen operated by the user and event identification numbers that identify operation events on the user interface screen, which are included in the screen design and the user behavior data, and reflects the associations in the screen design; An information processing system as described in Appendix 2, comprising a customer journey mapping unit that links the screen identification numbers and the event identification numbers contained in the customer journey and the user behavior data and reflects them in the customer journey.

[0118] (Appendix 4) The terminal portion is a sensor unit that acquires image data and voice data of the user; 2. The information processing system of claim 1, further comprising: analyzing the image data to acquire the user characteristic data relating to the user's appearance; and analyzing the voice data to collect the user's reactions to acquire the reaction data.

[0119] (Appendix 5) The design tool unit two types of screen designs are created for the operation event; The design mapping unit An information processing system as described in Appendix 3, which links the user behavior data obtained for each of the two screen designs and makes it possible to compare the user's reaction data for the two screen designs.

[0120] (Appendix 6) The customer journey mapping unit An information processing system as described in Appendix 3, wherein the reaction data included in the user behavior data is reflected in the customer journey so that the user's emotions at the time of the operation event are expressed in at least one of emojis and characters.

[0121] (Appendix 7) The design mapping unit The information processing system of claim 3, wherein the reaction data included in the user behavior data includes the emotions of the users at the time of the operation event, and the average value is calculated and reflected in the screen design so as to be represented by at least one of a pie chart and a numerical value. [Explanation of symbols]

[0122] 1 Terminal unit, 2 Sensor unit, 3 Server unit, 4 Data collection service unit, 5 User experience reflection unit, 6 Design tool unit, 51 UI design mapping unit, 52 Customer journey mapping unit, 61 UI design, 62 Customer journey, US user.

Claims

1. a terminal unit that displays a user interface screen operated by a user and acquires user characteristic data and reaction data of the user operating the user interface screen; a server unit that generates user behavior data from the data transmitted from the terminal unit; a data collection service unit that stores the user behavior data transmitted from the server unit; a customer journey representing a series of operations from when the user starts operating the user interface screen until the user completes a purpose; and a design tool unit that creates and saves a screen design of the user interface screen; An information processing system comprising: a user experience reflection unit that links the user behavior data stored in the data collection service unit with the customer journey and the screen design saved in the design tool unit.

2. The terminal portion is the user characteristic data and the reaction data are used as feedback data; The operation of the user interface screen by the user is recorded as operation log data; linking the feedback data with the operation log data and transmitting the linked data to the server unit; The server unit The information processing system according to claim 1 , wherein the linked operation log data and the feedback data are combined to generate the user behavior data.

3. The user experience reflection unit a design mapping unit that associates screen identification numbers that identify the user interface screen operated by the user and event identification numbers that identify operation events on the user interface screen, which are included in the screen design and the user behavior data, and reflects the associations in the screen design; The information processing system of claim 2, further comprising a customer journey mapping unit that links the screen identification numbers and the event identification numbers contained in the customer journey and the user behavior data together and reflects them in the customer journey.

4. The terminal portion is a sensor unit that acquires image data and voice data of the user; The information processing system according to claim 1 , further comprising: analyzing the image data to acquire the user characteristic data relating to the user's appearance; and analyzing the voice data to collect the user's reactions to acquire the reaction data.

5. The design tool unit two types of screen designs are created for the operation event; The design mapping unit The information processing system according to claim 3 , wherein the user behavior data obtained for each of the two screen designs is linked to make it possible to compare the user's reaction data for the two screen designs.

6. The customer journey mapping unit The information processing system according to claim 3 , wherein the reaction data included in the user behavior data is reflected in the customer journey so that the user's emotions at the time of the operation event are expressed by at least one of emojis and characters.

7. The design mapping unit The information processing system of claim 3, wherein the reaction data included in the user behavior data is aggregated from multiple users to indicate the user's emotions upon the operation event, and the average value is calculated and reflected in the screen design so as to be represented by at least one of a pie chart and a numerical value.

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