Analytical equipment, analytical methods, and programs

Abstract

Traditionally, it has been impossible to analyze more than two phases involved in the process of a user becoming a fan of a product. [Solution] The analysis device 1 comprises an operation reception unit 121 that receives operation information which is information associated with a user identifier and identifies the user's actions on the product; a phase determination unit 132 that determines the phase conditions to which the operation information received by the operation reception unit 121 matches and acquires a phase identifier that identifies the phase corresponding to the phase conditions; and a phase output unit 141 that outputs the phase identifier acquired by the phase determination unit 132. This allows for the analysis of user actions for each of two or more phases included in the phases leading up to a user becoming a fan of the product.

Description

Technical Field

[0001] The present invention relates to an analysis device that analyzes operations on a product.

Background Art

[0002] Conventionally, there has been an information processing apparatus including: an acquisition unit that acquires user actions performed by a plurality of reference users who have performed reference actions, and the degree of relevance between the user actions and the reference actions; a specifying unit that specifies the action timing of the user actions with a reference timing being the timing at which the reference actions were performed; and a generating unit that generates information based on the degree of relevance and the action timing. The specifying unit measures the number of times of the user actions performed in each period before and after with the reference timing as a reference, and specifies the action timing based on the distribution of the number of times (see Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the prior art, it has been impossible to analyze two or more phases included in the phase until a user becomes a fan of a product.

Means for Solving the Problems

[0005] The first analytical device of this invention comprises: a phase condition management unit which stores phase conditions which are conditions relating to user operations on the product and are conditions for determining whether a user is in each of two or more phases in the process of becoming a fan of the product; a user management unit which stores user information which has a phase identifier that identifies the phase to which a user identified by a user identifier belongs, associated with one or more user identifiers; an operation reception unit which receives operation information which is information associated with a user identifier and identifies the user's operations on the product; a phase determination unit which determines the phase conditions that match the operation information received by the operation reception unit and obtains a phase identifier that identifies the phase corresponding to the phase conditions; and a phase output unit which outputs the phase identifier obtained by the phase determination unit.

[0006] This configuration allows for the analysis of user interactions at two or more phases within the process of a user becoming a fan of a product.

[0007] Furthermore, the analysis device of this second invention, compared to the first invention, further comprises a user management unit which stores two or more user information, a phase information acquisition unit which acquires phase information which is information about the user belonging to each of the two or more phases, a diagram configuration unit which constitutes a transition diagram which is a diagram in which each of the two or more phases is a node, a diagram which clearly shows the transitions between phases, and has the phase information of each of the two or more phases associated with the phase nodes, and a diagram output unit which outputs the transition diagram configured by the diagram configuration unit.

[0008] This configuration allows for the output of a transition diagram, which is the result of analyzing the user's actions at each of the two or more phases involved in a user becoming a fan of a product.

[0009] Furthermore, the analysis device of this third invention differs from the second invention in that the phase information acquisition unit acquires phase information, which is the result of statistically processing information about the users belonging to each of the two or more phases.

[0010] This configuration allows for the output of statistical processing results regarding user actions for each of the two or more phases involved in the process of a user becoming a fan of a product.

[0011] Furthermore, the analysis device of this fourth invention, compared to the second invention, has user information that includes one or more user attribute values, and the phase information acquisition unit acquires phase information for each of the two or more phases, including the user attribute values ​​of one or more users belonging to each phase.

[0012] This configuration allows for the output of user attribute values ​​for users belonging to two or more phases within the process of a user becoming a fan of a product.

[0013] Furthermore, the analysis device of the fifth invention is an analysis device that, in addition to any one of the second to fourth inventions, has a transition diagram having edges connecting nodes, user information in the user management unit includes information that can identify the transition time when a user transitions from one phase to another, and further comprises a transition acquisition unit that uses the user information in the user management unit to acquire transition information regarding the user's transition from one phase to another over a predetermined period of time, and a diagram configuration unit that constitutes a transition diagram that clearly indicates the transition information acquired by the transition acquisition unit in correspondence with the edges between one phase and another phase.

[0014] This configuration allows for the output of a transition diagram that analyzes user actions in two or more phases within the process of a user becoming a fan of a product, and maps transition information regarding user transitions between phases to edges.

[0015] Furthermore, the analytical apparatus of this sixth invention is an analytical apparatus that includes eight phases, in which two or more phases are included in any one of the first to fifth inventions, and at least two phases are mutually transitionable.

[0016] This configuration allows for the analysis of user interactions at each of the eight or more phases involved in a user becoming a fan of a product.

[0017] Furthermore, the analytical apparatus of the seventh invention is an analytical apparatus that further comprises, with respect to any one of the first to sixth inventions, an instruction receiving unit that receives a change instruction which is an instruction to change the phase conditions, and a change unit that changes the phase conditions corresponding to the change instruction in accordance with the change instruction.

[0018] This configuration allows for customization of phase conditions.

[0019] Furthermore, the analysis device of the eighth invention is, with respect to any one of the first to seventh inventions, a product which is a web page that can be operated by a user using a terminal device, and which has a tag embedded in it that transmits operation information based on the user's operation and a user identifier that identifies the user, and the operation reception unit which is an analysis device that receives operation information and a user identifier from a web server that stores the web page.

[0020] This configuration allows for easy reception of operation information from the web server that stores the web pages, which are the product.

[0021] In addition, the analysis apparatus of the ninth invention associates, for any one of the first to eighth inventions, a key action identifier that identifies a key action, which is the user's action with respect to an object constituting a product and is the action to be monitored, and stores, for each of two or more classes of the user based on the key action with respect to the object, a class condition that is a condition for specifying a class and is a condition related to the user's operation, in a class condition management unit; determines a class condition satisfied by the operation information received by an operation reception unit, and acquires, in association with a user identifier, a class identifier that identifies a class corresponding to the class condition, in a class acquisition unit; and further includes a class accumulation unit that associates the class identifier acquired by the class acquisition unit with the user identifier.

[0022] With such a configuration, it is possible to perform user behavior analysis based on a key action, which is the user's action with respect to an object that is a part of a product.

[0023] In addition, the analysis apparatus of the tenth invention, with respect to the ninth invention, among two or more phases, at least two phases have a lower phase and an upper phase until becoming a fan, and includes an analysis unit that acquires an analysis result regarding a difference between a class identifier paired with a user identifier belonging to the upper phase and a class identifier paired with a user identifier belonging to the lower phase, and an analysis output unit that outputs the analysis result acquired by the analysis unit.

[0024] With such a configuration, it is possible to analyze the user's operation using phases and classes.

[0025] In addition, the analysis apparatus of the eleventh invention, with respect to the ninth or tenth invention, is an analysis apparatus in which a class has any two or more of "continuation", "frequency decrease", "experience", and "pause".

[0026] With such a configuration, it is possible to analyze the user's operation using phases and classes.

[0027] In addition, the analysis apparatus of the twelfth invention For each one or two or more key actions, a diagram configuration unit that configures a class diagram showing the number or ratio of users for each class identified by the class identifier acquired by the class acquisition unit for two or more users, and a diagram output unit that outputs the class diagram configured by the diagram configuration unit. The analysis apparatus further includes.

[0028] With such a configuration, it is possible to output a class diagram that graphically shows the result of analyzing the user behavior based on the key action, which is the user behavior with respect to the object that is part of the product.

Effect of the Invention

[0029] According to the analysis apparatus of the present invention, it is possible to analyze the operations of users for each of two or more phases included in the phase until the user becomes a fan of the product.

Brief Description of the Drawings

[0030] [Figure 1] Conceptual diagram of the analysis system A in Embodiment 1 [Figure 2] Block diagram of the analysis system A [Figure 3] Block diagram of the analysis apparatus 1 [Figure 4] Flowchart for explaining an operation example of the analysis apparatus 1 [Figure 5] Flowchart for explaining an example of the phase determination process [Figure 6] Flowchart for explaining an example of the class acquisition process [Figure 7] Flowchart for explaining an example of the transition diagram configuration process [Figure 8] Flowchart for explaining an example of the phase information acquisition process [Figure 9] Flowchart for explaining an example of the transition information acquisition process [Figure 10] Flowchart for explaining an example of the class diagram configuration process [Figure 11] A flowchart illustrating an example of the operation of terminal device 2. [Figure 12] This diagram shows an example of a template for the same transition diagram. [Figure 13] A diagram showing an example of a phase management table. [Figure 14] A diagram showing an example of a key action management chart. [Figure 15] A diagram showing an example of a class condition management table. [Figure 16] A diagram showing an example of the operation management table. [Figure 17] A diagram showing an example of the user management table. [Figure 18] A diagram showing an example of the same transition diagram. [Figure 19] A diagram showing an example of the same class diagram. [Figure 20] A diagram showing an example of the same class diagram. [Figure 21] Block diagram of the computer system [Modes for carrying out the invention]

[0031] The embodiments of the analytical apparatus and the like will be described below with reference to the drawings. Note that components denoted by the same reference numerals in the embodiments perform the same operation, and therefore, further explanation may be omitted.

[0032] (Embodiment 1) This embodiment describes an analysis device that receives operational information for a product, determines the user's phase out of two or more phases leading up to becoming a fan of the product, and outputs the result. The product here is typically a web page, software, or application (referred to as "app" as appropriate). Preferably, the product is a web page that the user can operate using a terminal device. The web page here may also be a website.

[0033] In this embodiment, we will describe an analytical device that constructs and outputs a phase transition diagram showing the status of each of two or more phases.

[0034] In this embodiment, we will describe an analysis device that constructs and outputs a transition diagram, which is explicitly displayed at the edge, showing the user transition status between phases.

[0035] In this embodiment, an analytical instrument capable of customizing phase conditions will be described.

[0036] In this embodiment, an analysis device that receives operation information from a web server based on tags embedded in a web page will be described.

[0037] In this embodiment, an analysis device is described that determines the class of each user related to registered key actions and outputs the analysis results for each class for each key action.

[0038] In this specification, information X being associated with information Y means that information Y can be obtained from information X, or information X can be obtained from information Y, and the method of association is irrelevant. Information X and information Y may be linked, may reside in the same buffer, may information X be contained in information Y, or information Y may be contained in information X, and so on.

[0039] Furthermore, in this specification, selecting or determining information Z means obtaining information Z, obtaining a pointer to information Z, obtaining the ID of information Z, setting a flag on information Z, etc., and it is sufficient to be able to access information Z.

[0040] Figure 1 is a conceptual diagram of analysis system A in this embodiment. Analysis system A comprises an analysis device 1, one or more terminal devices 2, and one or more web servers 3.

[0041] Analysis device 1 is a device that analyzes user actions on a product. Analysis device 1 is usually a server. For example, analysis device 1 may be a cloud server or an ASP server, but the type is not specified. Analysis device 1 may also function as a web server 3. In this case, web server 3 is not required. Analysis device 1 may also be a terminal. If analysis device 1 is a terminal, it may be a personal computer, smartphone, or tablet, but the type is not specified.

[0042] Terminal device 2 is a terminal used by users or administrators who operate the product. An administrator is someone who reviews the analysis results of user operations. For example, an administrator reviews the analysis results of user operations and takes measures to improve the product. An administrator can also be a user. An administrator can be the administrator of analysis device 1 or the administrator of the product. Terminal device 2 can be, for example, a personal computer, smartphone, or tablet, but the type is not limited.

[0043] Web server 3 is a server that stores products. For example, web server 3 is a server that stores a website. A website has one or more web pages. Preferably, the web pages have tags embedded in them that transmit the user identifier of the user who accessed the web page and operation information based on the user's actions.

[0044] The analyzer 1 and one or more terminal devices 2, the analyzer 1 and one or more web servers 3, and each terminal device 2 and each web server 3 can communicate with each other via a network such as the Internet.

[0045] Figure 2 is a block diagram of analysis system A in this embodiment. Figure 3 is a block diagram of analysis device 1.

[0046] The analysis device 1 comprises a storage unit 11, a reception unit 12, a processing unit 13, and an output unit 14. The storage unit 11 comprises a phase condition management unit 111, a class condition management unit 112, an operation management unit 113, and a user management unit 114. The reception unit 12 comprises an operation reception unit 121 and an instruction reception unit 122. The processing unit 13 comprises an operation storage unit 130, a change unit 131, a phase determination unit 132, a phase storage unit 133, a class acquisition unit 134, a class storage unit 135, an analysis unit 136, a phase information acquisition unit 137, a transition acquisition unit 138, and a diagram configuration unit 139. The output unit 14 comprises a phase output unit 141, an analysis output unit 142, and a diagram output unit 143.

[0047] The terminal device 2 includes a terminal storage unit 21, a terminal receiving unit 22, a terminal processing unit 23, a terminal transmission unit 24, a terminal receiving unit 25, and a terminal output unit 26.

[0048] The storage unit 11, which constitutes the analysis device 1, stores various types of information. These types of information include, for example, operation information, user information, various conditions, and phase management information, which will be described later. The various conditions include, for example, phase conditions and class conditions, which will be described later. It goes without saying that these various conditions may also be embedded in the program.

[0049] Phase management information is information that identifies information about two or more transitionable phases. Phase management information includes two or more phase definition information and one or more transition definition information between phases. Phase definition information is information that identifies a phase. For example, phase definition information includes a phase identifier and a phase name. A phase identifier is information that identifies a phase. For example, a phase identifier is a phase ID and a phase name. A phase name is the name of the phase. Transition definition information is information that identifies transitions between two phases. Transition definition information usually includes an edge identifier. An edge identifier is information that identifies an edge. For example, an edge identifier is an edge ID and an edge name. Transition definition information includes, for example, a phase identifier that identifies each of the two phases and an edge type identifier that identifies the link relationship between the two phases. An edge type identifier is, for example, "unidirectional" or "bidirectional". "Unidirectional" may include "forward" or "reverse".

[0050] Here, a phase refers to a specific state or period of time before a user becomes a fan of the product. Typically, a phase is a specific state or period of time from the user's first use of the product until they become a fan. Product use may also refer to access to the product. A phase can also be described as a step, stage, or phase. It is preferable that the two phases here are mutually transitionable. For example, the phases a user goes through before becoming a fan of the product might include "new," "dropped," "activated," "not retained," "potentially dormant," "dormant," "retained," and "fan." It is preferable that the phases a user goes through before becoming a fan of the product include "new," "activated," "dormant," "retained," and "fan."

[0051] Phase "New" is the stage when the product is first used. Phase "Dropped" is the state when the product is no longer used after Phase "New". Phase "Activated" is the state when the product is actively used. Phase "Not Stuck" is the state when the product has not yet reached the stage of being stuck in use. Phase "Near Dormant" is the state when the product is on the verge of becoming dormant. Phase "Dormant" is the state when the product has become dormant. Phase "Stuck" is the state when the product has become stuck in use. Phase "Fan" is the state when the user has become a fan of the product.

[0052] The phase condition management unit 111 stores one or more phase condition sets. A phase condition set is a set of two or more phase conditions.

[0053] Phase conditions are criteria used to determine the phase to which a user belongs. Typically, phase conditions are used to determine if a user belongs to a specific phase. Phase conditions can also be conditions for a user to transition from one phase to another. Phase conditions relate to user actions on the product. Phase conditions are conditions associated with phase identifiers.

[0054] It is preferable that the phase condition set corresponds to a single product identifier. In other words, it is preferable that the conditions for phase transition differ for each product.

[0055] The class condition management unit 112 stores one or more class condition sets. A class condition set is a set of two or more class conditions.

[0056] Class conditions are criteria used to determine whether a user belongs to a specific class. Class conditions relate to user actions on objects. An object is a part of a product. Examples of objects include a web page on a website, a button within a product, a selection object within a product (e.g., a menu item, a checkbox), a block within a web page, and a piece of content within a product (e.g., a specific article, image, text, video, audio).

[0057] A class is a user's classification of user operations on an object. A class can also be described as a classification or category, or even as a phase of an object.

[0058] A class condition set is, for example, associated with a key action identifier. A key action identifier is information that identifies a key action. A key action identifier is, for example, the ID or name of the key action. A key action is a user action that is being monitored. A user action is a user's action toward the product, and can also be called a user operation. Note that a class condition set may be common to two or more key actions.

[0059] It is preferable that the phase condition set also corresponds to a single product identifier. In other words, it is preferable that the conditions for determining the class for a user's key actions differ for each product.

[0060] A class may have two or more of the following types: "continuation," "decreased frequency," "experience," and "pause." A class may have four or more types, including "continuation," "decreased frequency," "experience," and "pause." The "Continuing" class is for a key action performed by a user when the user continues to perform that key action. The "Decreased Frequency" class is for a key action performed by a user when the frequency of that key action has decreased. The "Experienced" class is for a key action performed by a user when the user is performing that key action for the first time, or when the frequency of the user performing that key action is below a threshold. The "Inactive" class is for a key action performed by a user when the user has temporarily stopped performing that key action.

[0061] The operation management unit 113 stores two or more operation information entries. Each operation information entry is associated with a user identifier. For example, each operation information entry may also be associated with a product identifier.

[0062] Operation information refers to information about a user's actions on a product. Examples of operation information include information indicating that an object was displayed, a web page was accessed, a button was clicked, an anchor was selected, information about actions taken to navigate to another page, and information entered into fields. Operation information may include, for example, an identifier for the selected object. Operation information may also include, for example, a click ID. Operation information includes, for example, "rightButtonON" (indicating the right mouse button was pressed), "click objectA" (indicating the object identified as objectA was clicked), "drug object A" (indicating object A was dragged), "<Purchased Item ID>123 <Quantity>3" (indicating that 3 units of the item identified as 123 were purchased), "jump http: / / www.xxx.co.jp" (indicating that the webpage identified as URL "http: / / www.xxx.co.jp" was accessed), and "show Block_X" (indicating that the block identified as Block_X was displayed). The operation information here is, for example, information about primitive operations. Information about primitive operations is, for example, "rightButtonON", "click objectA", and "jump http: / / www.xxx.co.jp". However, it is preferable that the operation information here is information that a human can see and understand the meaning and significance of the operation. Information that allows a human to understand the meaning and significance of an operation is usually written in natural language. In other words, the data structure and granularity of the operation information are not relevant. Operation information typically identifies the actions performed by the user, but may also include information about the processing performed by the web server 3 as a result of the user's actions.

[0063] The user management unit 114 stores one or more user information. User information refers to information about a user. User information is associated with a user identifier. User information may also be associated with a product identifier. In other words, user information may be managed for each product. User information has one or more user attribute values. User attribute values ​​are, for example, a phase identifier that identifies the phase to which the user belongs, the user's rank, gender, and age. User attribute values ​​may also be a phase identifier for the phase to which the user belongs, or a class identifier for the class to which the user belongs. It is preferable that time information is associated with the phase identifier and class identifier included in the user information. A key action identifier is associated with the class identifier. Time information is information that identifies a time. Time information may be year, month, day, year, month, day, and time, and the granularity is not specified.

[0064] The reception unit 12 receives various types of information and instructions. The reception unit 12 typically receives various types of information and instructions from the terminal device 2. These types of information and instructions include, for example, operation information, transition diagram output instructions, class diagram output instructions, change instructions, and information output instructions.

[0065] Here, "reception" typically refers to the reception of information transmitted via wired or wireless communication lines, but it may also be a concept that includes the reception of information input from input devices such as keyboards, mice, and touch panels, as well as the reception of information read from recording media such as optical discs, magnetic discs, and semiconductor memory.

[0066] A transition diagram output instruction is an instruction to output a transition diagram, which will be described later. A transition diagram output instruction may include, for example, a product identifier.

[0067] A class diagram output instruction is an instruction to output a class diagram, as described later. A class diagram output instruction may include, for example, a product identifier. A class diagram output instruction may include, for example, a product identifier and a key behavior identifier.

[0068] A change instruction is an instruction to change a condition. A change instruction has a description of the change. Examples of change instructions include phase condition change instructions and class condition change instructions.

[0069] A phase condition change instruction is an instruction to change the phase conditions. A class condition change instruction is an instruction to change the class conditions. A phase condition change instruction is associated with, for example, a product identifier. A phase condition change instruction is associated with, for example, a phase identifier. A class condition change instruction is associated with, for example, a product identifier. A class condition change instruction is associated with, for example, a key action identifier. A class condition change instruction is associated with, for example, a class identifier.

[0070] An information output instruction is an instruction to output information. The information referred to here is, for example, any of the information stored in the storage unit 11.

[0071] The operation reception unit 121 receives operation information that identifies the user's operation on the product, associating it with a user identifier. The operation reception unit 121 receives, for example, a user identifier and operation information from a web server 3 that stores web pages. The operation reception unit 121 also receives, for example, a user identifier and operation information from a terminal device 2.

[0072] The instruction receiving unit 122 receives various instructions. These instructions include, for example, instructions to output a transition diagram, instructions to output a class diagram, instructions to change an order, and instructions to output information.

[0073] The processing unit 13 performs various processes. These processes include, for example, those performed by the operation storage unit 130, the modification unit 131, the phase determination unit 132, the phase storage unit 133, the class acquisition unit 134, the class storage unit 135, the analysis unit 136, the phase information acquisition unit 137, the transition acquisition unit 138, or the diagram configuration unit 139.

[0074] The operation storage unit 130 stores the operation information received by the operation reception unit 121 in the operation management unit 113, associating it with a user identifier. The received operation information and the stored operation information only need to be able to identify the same operation; their data structures may differ. For example, the received operation information may be primitive operation information (e.g., "click objectA"), while the stored operation information may be operation information that is easy for humans to understand (e.g., "objectA was clicked").

[0075] The modification unit 131 modifies the phase condition that is paired with the product identifier corresponding to the phase condition change instruction received by the instruction receiving unit 122, in accordance with the phase condition change instruction.

[0076] The modification unit 131 modifies the class condition that is paired with the product identifier corresponding to the class condition change instruction received by the instruction receiving unit 122, in accordance with the class condition change instruction.

[0077] The phase determination unit 132 determines the phase to which the user belongs using one or more user operation information. Determining a phase using operation information may also include determining a phase when no operation information is available.

[0078] The phase determination unit 132 determines the phase conditions that match the operation information received by the operation reception unit 121, and obtains a phase identifier from the phase condition management unit 111 to identify the phase corresponding to those phase conditions. The phase conditions that match the operation information may also be phase conditions that satisfy the user attribute values ​​obtained based on the operation information.

[0079] The phase determination unit 132, for example, determines whether the operation information received by the operation reception unit 121 matches the phase conditions of one or more phases that could be the next phase after the phase identified by the phase identifier paired with the user identifier (the current phase), and obtains the phase identifiers corresponding to the matching phase conditions.

[0080] The phase determination unit 132 typically determines the phase to which a user identified by a user identifier belongs, for each of one or more user identifiers. The phase determination unit 132 may also determine the phase for each user for each of two or more products. Determining a phase involves, for example, obtaining a phase identifier.

[0081] The timing and triggers for the phase determination unit 132 to determine the user's phase are not specified. The phase determination unit 132 determines each user's phase at a specific time (for example, at 12:00 on the 1st of each month). The phase determination unit 132 determines the phase of the user identified by the user identifier associated with the operation information when operation information is received. The phase determination unit 132 determines the user's phase in response to receiving instructions from the terminal device 2, for example.

[0082] The phase storage unit 133 stores the phase identifier acquired by the phase determination unit 132 in the user management unit 114, paired with the user identifier.

[0083] The class acquisition unit 134 determines the class conditions that satisfy one or more operation information received by the operation reception unit 121, and acquires the class identifier corresponding to the said class conditions, associating it with the user identifier. The class conditions that the operation information satisfies may also be the class conditions that the user attribute value acquired based on the operation information satisfies.

[0084] The class storage unit 135 associates the class identifier obtained by the class acquisition unit 134 with the user identifier. For example, the class storage unit 135 associates the class identifier obtained by the class acquisition unit 134 with the key action identifier and user identifier that correspond to the class conditions, and stores it in the user management unit 114.

[0085] The analysis unit 136 obtains analysis results for users belonging to two or more classes for one or more key behaviors.

[0086] The analysis unit 136 obtains, for example, analysis results regarding the difference between the class identifier paired with the user identifier of a user belonging to a higher phase and the class identifier paired with the user identifier of a user belonging to a lower phase.

[0087] The upper and lower phases refer to the stages from when a user first uses the product until they become a fan of the product. The phase closer to the "fan" phase is the upper phase, and the phase further away from the "fan" phase is the lower phase. For example, the order from highest to lowest is "New" < "Activated" < "Not Stuck" < "Stuck" < "Fan".

[0088] The analysis unit 136 obtains, for example, the number of each class for key behaviors of users belonging to the "establishment" phase. The analysis unit 136 also obtains, for example, the number of each class for key behaviors of users belonging to the "non-establishment" phase. Next, the analysis unit 136 obtains a key behavior identifier that identifies the key behavior with the greatest difference in the "continuation" class between key behaviors of users belonging to the "establishment" phase and users belonging to the "non-establishment" phase. In this case, the analysis result is the key behavior identifier. In this case, it indicates that getting users to perform the key behavior identified by the key behavior identifier frequently is key to users in the "non-establishment" phase moving to the "establishment" phase.

[0089] The analysis unit 136 obtains, for example, the number of users belonging to each of the two or more classes for each of the one or more key actions, and obtains the analysis result which is the key action identifier of the key action with the largest number of users in the best class (e.g., "Continue").

[0090] The analysis unit 136 obtains, for example, the number of each class for key behaviors of users belonging to the "Fan" phase. The analysis unit 136 obtains, for example, a key behavior identifier that identifies the key behavior with the most occurrences in the "Continue" class. In such cases, the analysis result is the key behavior identifier. In such cases, it indicates that getting users to perform the key behavior identified by the key behavior identifier more frequently is key to increasing the number of users in the "Fan" phase.

[0091] The phase information acquisition unit 137 acquires phase information for each of the two or more phases, which is information about one or more users belonging to the phase.

[0092] Phase information includes, for example, statistical processing results and user personal information. Statistical processing results are the results of statistical processing using user information of users belonging to the phase of interest. Examples of statistical processing results include the total number of users belonging to the phase of interest and the percentage of users belonging to the phase of interest.

[0093] User personal information refers to the information of one or more users belonging to the phase of focus. For example, user personal information may include one or more user attribute values ​​and usernames of users belonging to the phase of focus.

[0094] The phase information acquisition unit 137 acquires phase information, for example, for each of the two or more phases, which is the result of statistically processing information about one or more users belonging to the phase.

[0095] The phase information acquisition unit 137 acquires, for example, phase information, which is user personal information including one or more user attribute values ​​for each of the two or more phases belonging to the phase.

[0096] The transition acquisition unit 138 acquires transition information using one or more user information from the user management unit 114.

[0097] Transition information refers to information about users transitioning from one phase to another. Transition information typically refers to information about users transitioning from one phase to another over a predetermined period. Examples of transition information include the number of users who transitioned from another phase to the phase of interest during a predetermined period, and the percentage of users who transitioned from another phase to the phase of interest during a predetermined period.

[0098] The diagram component 139 constitutes various types of diagrams. These types of diagrams include, for example, transition diagrams and class diagrams, which will be described later.

[0099] The diagram configuration unit 139 constructs a transition diagram using phase identifiers of the phases to which each of two or more users belongs. The diagram configuration unit 139 also constructs a transition diagram using, for example, phase management information. The diagram configuration unit 139 constructs a transition diagram that includes, for example, one or more phase information acquired by the phase information acquisition unit 137. The diagram configuration unit 139 constructs a transition diagram that includes, for example, one or more transition information acquired by the transition acquisition unit 138.

[0100] A transition diagram is a diagram in which two or more phases are represented as nodes, and it clearly shows the transitions between phases. Typically, a transition diagram has phase information for two or more phases associated with the phase nodes. It is preferable for a transition diagram to have edges connecting the nodes.

[0101] The diagram configuration unit 139, for example, configures a transition diagram that clearly shows the transition information acquired by the transition acquisition unit 138 in association with the edges between one phase and another phase.

[0102] The diagram section 139 constitutes a class diagram that, for each key action of one or more, clearly shows the number of users or the percentage of users for each class identified by the class identifier acquired by the class acquisition section 134 for two or more users.

[0103] A class diagram is a diagram that represents information about users belonging to one or more classes for one or more key behaviors.

[0104] The output unit 14 outputs various types of information. These types of information include, for example, phase identifiers, class identifiers, analysis results, configuration diagrams, and class diagrams.

[0105] Here, output usually refers to transmission to an external device, but it may also be a concept that includes display on a screen, projection using a projector, printing with a printer, sound output, storage on a recording medium, and transfer of processing results to other processing devices or other programs.

[0106] The phase output unit 141 outputs the phase identifier acquired by the phase determination unit 132. It is preferable for the phase output unit 141 to output the phase identifier in association with the user identifier. It is also preferable for the phase output unit 141 to output the phase identifier in association with the product identifier. The phase output unit 141 transmits the phase identifier to the terminal device 2, for example.

[0107] The analysis output unit 142 outputs the analysis results acquired by the analysis unit 136. It is preferable for the analysis output unit 142 to output the analysis results in association with a product identifier. The analysis output unit 142 transmits the analysis results to the terminal device 2, for example.

[0108] The analysis output unit 142 preferably outputs analysis results that match the output conditions from among the analysis results acquired by the analysis unit 136. The content of the output conditions is not specified. An output condition is, for example, that the difference indicated by the difference information is greater than or equal to a threshold. An output condition is, for example, that "for users belonging to each of the two phases, the difference in the number of users belonging to the class 'Continuing' is greater than or equal to a threshold, or is the maximum." In such a case, the analysis result is, for example, a key behavior identifier.

[0109] The diagram output unit 143 outputs the transition diagram constructed by the diagram configuration unit 139. The diagram output unit 143 outputs the class diagram constructed by the diagram configuration unit 139. The diagram output unit 143 transmits, for example, the transition diagram or class diagram to the terminal device 2.

[0110] The terminal storage unit 21, which constitutes the terminal device 2, stores various types of information. These types of information include, for example, a user identifier.

[0111] The terminal reception unit 22 receives input such as instructions and information from the user or administrator. Instructions and information include, for example, various operations, operation information, transition diagram output instructions, class diagram output instructions, information output instructions, or change instructions.

[0112] The terminal processing unit 23 performs various processes. These processes include, for example, changing the instructions and information received by the terminal receiving unit 22 into instructions and information for transmission, and changing the information received by the terminal receiving unit 25 into an output structure.

[0113] The terminal transmission unit 24 transmits various information and instructions to the analysis device 1. These various information and instructions include, for example, a user identifier, various operations, operation information, and change instructions.

[0114] The terminal receiving unit 25 receives various types of information from the analysis device 1. These types of information include, for example, phase identifiers, class identifiers, analysis results, transition diagrams, or class diagrams.

[0115] The terminal output unit 26 outputs various types of information. These types of information include, for example, phase identifiers, analysis results, and transition diagrams.

[0116] The storage unit 11, phase condition management unit 111, class condition management unit 112, operation management unit 113, user management unit 114, or terminal storage unit 21 are preferably made of non-volatile recording media, but can also be made of volatile recording media.

[0117] The process by which information is stored in the storage unit 11, etc. is not relevant. For example, information may be stored in the storage unit 11, etc. via a recording medium, information transmitted via a communication line, etc. may be stored in the storage unit 11, etc., or information input via an input device may be stored in the storage unit 11, etc.

[0118] The reception unit 12, operation reception unit 121, or instruction reception unit 122 are usually implemented by wireless or wired communication means, but they may also be implemented by means of receiving broadcasts, device drivers for input means such as touch panels and keyboards, or control software for menu screens.

[0119] The processing unit 13, operation storage unit 130, modification unit 131, phase determination unit 132, phase storage unit 133, class acquisition unit 134, class storage unit 135, analysis unit 136, phase information acquisition unit 137, transition acquisition unit 138, diagram configuration unit 139, or terminal processing unit 23 can typically be implemented using a processor, memory, etc. The processing procedures of the processing unit 13, etc., are typically implemented in software, and this software is recorded on a recording medium such as ROM. However, it may also be implemented in hardware (dedicated circuitry). The processor can be a CPU, MPU, GPU, etc., and the type is not limited.

[0120] The output unit 14, phase output unit 141, analysis output unit 142, or figure output unit 143 are usually implemented by wireless or wired communication means, but may also be implemented by driver software for an output device such as a display or speaker, or by driver software for an output device and the output device itself.

[0121] The terminal reception unit 22 can be implemented using device drivers for input means such as touch panels and keyboards, or control software for menu screens, etc.

[0122] The terminal transmission unit 24 is usually implemented by wireless or wired communication means, but it may also be implemented by broadcasting means.

[0123] The terminal receiving unit 25 is usually implemented by wireless or wired communication means, but it may also be implemented by means of receiving broadcasts.

[0124] The terminal output unit 26 may or may not be considered to include output devices such as a display or speakers. The terminal output unit 26 can be implemented using driver software for an output device, or driver software for an output device and an output device.

[0125] Next, an example of the operation of the analyzer 1 will be explained using the flowchart in Figure 4.

[0126] (Step S401) The operation reception unit 121 determines whether or not it has received operation information. If operation information is received, it proceeds to step S402; otherwise, it proceeds to step S409. The received operation information usually includes a user identifier and a product identifier.

[0127] (Step S402) The operation storage unit 130 obtains a user identifier corresponding to the operation information received in step S401.

[0128] (Step S403) The operation storage unit 130 obtains a product identifier corresponding to the operation information received in step S401.

[0129] (Step S404) The operation storage unit 130 stores the operation information in the operation management unit 113, associating it with the user identifier and the product identifier.

[0130] (Step S405) The phase determination unit 132 determines whether or not the phase determination conditions are met. If the phase determination conditions are met, the process proceeds to step S406; otherwise, the process proceeds to step S407.

[0131] Phase determination conditions are criteria used to determine whether or not to perform a process that determines the user's phase. Phase determination conditions are, for example, conditions based on received operation information. For example, a phase determination condition might be that the number of operation information received from the user within a predetermined period is above a certain threshold.

[0132] (Step S406) The phase determination unit 132 performs a phase determination process. An example of the phase determination process will be explained using the flowchart in Figure 5.

[0133] (Step S407) The class acquisition unit 134 determines whether or not the class acquisition conditions are met. If the class acquisition conditions are met, the unit proceeds to step S408; otherwise, it returns to step S401.

[0134] Class acquisition conditions are the conditions used to determine whether or not to perform a process to determine the user's class. Class determination conditions include, for example, that the received operation information is information about an object identified by an object identifier included in the key action, and that the number of operation information received by the user within a predetermined period is above a threshold.

[0135] (Step S408) The class acquisition unit 134 performs the class acquisition process. The process returns to step S401. An example of the class acquisition process will be explained using the flowchart in Figure 6.

[0136] (Step S409) The instruction receiving unit 122 determines whether or not it has received a transition diagram output instruction from the terminal device 2. If a transition diagram output instruction has been received, the process proceeds to step S410; otherwise, the process proceeds to step S412.

[0137] (Step S410) The diagram configuration unit 139 constitutes a transition diagram. An example of such a transition diagram configuration process will be explained using the flowchart in Figure 7.

[0138] (Step S411) The diagram output unit 143 transmits the transition diagram formed in step S410 to the terminal device 2 that sent the transition diagram output instruction. Return to step S401.

[0139] (Step S412) The instruction receiving unit 122 determines whether or not it has received a class diagram output instruction from the terminal device 2. If a class diagram output instruction is received, the unit proceeds to step S413; otherwise, it proceeds to step S415.

[0140] (Step S413) The diagram constructing unit 139 constructs a class diagram. An example of such a class diagram constructing process will be explained using the flowchart in Figure 10.

[0141] (Step S414) The diagram output unit 143 transmits the class diagram formed in step S413 to the terminal device 2 that sent the class diagram output instruction. The process returns to step S401.

[0142] (Step S415) The processing unit 13 determines whether the analysis conditions are met. If the analysis conditions are met, the process proceeds to step S416; otherwise, it proceeds to step S424.

[0143] Analysis conditions are the criteria used to determine whether to perform phase determination processing or class acquisition processing. Examples of analysis conditions include the arrival of a specific time (e.g., "every Sunday at 10:00 AM") or the accumulation of a predetermined amount of operation information.

[0144] (Step S416) The processing unit 13 assigns 1 to counter i.

[0145] (Step S417) The processing unit 13 determines whether or not the i-th product identifier exists in the storage unit 11. If the i-th product identifier exists, the process proceeds to step S418; otherwise, the process returns to step S401.

[0146] The product identifier present in the storage unit 11 is the identifier of the product whose operation is being analyzed.

[0147] (Step S418) The processing unit 13 assigns 1 to counter j.

[0148] (Step S419) The processing unit 13 determines whether the j-th user identifier, which is paired with the i-th product identifier, exists in the user management unit 114. If the j-th user identifier, which is paired with the i-th product identifier, exists, the process proceeds to step S420; otherwise, the process proceeds to step S423.

[0149] (Step S420) The phase determination unit 132 determines the phase of the user identified by the j-th user identifier for the product identified by the i-th product identifier. An example of such a phase determination process will be explained using the flowchart in Figure 5.

[0150] (Step S421) The class acquisition unit 134 acquires classes for one or more key actions of the user identified by the j-th user identifier for the product identified by the i-th product identifier. An example of such class acquisition processing will be explained using the flowchart in Figure 6.

[0151] (Step S422) The processing unit 13 increments counter j by 1. The process returns to step S419.

[0152] (Step S423) The processing unit 13 increments counter i by 1. The process returns to step S417.

[0153] (Step S424) The instruction receiving unit 122 determines whether or not it has received a change instruction. If a change instruction has been received, it proceeds to step S425; otherwise, it proceeds to step S427.

[0154] (Step S425) The modification unit 131 obtains the details of the changes to the phase condition or class condition to be changed from the modification instruction.

[0155] (Step S426) The modification unit 131 modifies the phase condition or class condition based on the changes. Return to step S401.

[0156] (Step S427) The instruction receiving unit 122 determines whether or not it has received an information output instruction from the terminal device 2. If an information output instruction is received, the unit proceeds to step S428; otherwise, it returns to step S401.

[0157] (Step S428) The processing unit 13 obtains information corresponding to the information output instruction from the storage unit 11.

[0158] (Step S429) The output unit 14 transmits the information acquired in step S428 to the terminal device 2 that sent the information output instruction. Return to step S401.

[0159] In the flowchart shown in Figure 4, processing is terminated by power-off or processing termination interrupts.

[0160] Next, an example of the phase determination process in steps S406 and S420 will be explained using the flowchart in Figure 5.

[0161] (Step S501) The phase determination unit 132 obtains the user identifier of the user of interest. The phase determination unit 132 obtains the phase identifier that corresponds to the user identifier from the user management unit 114. The user identifier here is, for example, the user identifier obtained in step S402 or the j-th user identifier in step S419. The obtained phase identifier is information that indicates the user's current phase.

[0162] (Step S502) If the phase identifier was obtained in step S501, proceed to step S503; otherwise, proceed to step S511.

[0163] (Step S503) The phase determination unit 132 refers to the phase management information of the storage unit 11 and obtains the phase identifiers of one or more phases to which the current phase can transition from, which identifies the phase identifier obtained in step S501.

[0164] (Step S504) The phase determination unit 132 assigns 1 to counter i.

[0165] (Step S505) The phase determination unit 132 determines whether or not the i-th phase identifier exists. If the i-th phase identifier exists, the process proceeds to step S506; otherwise, it returns to the higher-level process.

[0166] (Step S506) The phase determination unit 132 obtains the phase condition that corresponds to the i-th phase identifier.

[0167] (Step S507) The phase determination unit 132 obtains one or more pieces of information that are paired with a user identifier, which are used to determine the i-th phase condition obtained in step S506.

[0168] (Step S508) The phase determination unit 132 determines whether the one or more pieces of information obtained in step S507 satisfy the i-th phase condition. If the i-th phase condition is satisfied, the unit proceeds to step S509; otherwise, the unit proceeds to step S510.

[0169] (Step S509) The phase storage unit 133 stores the i-th phase identifier in the user management unit 114, paired with the user identifier. It then returns to the higher-level processing. It is preferable for the phase storage unit 133 to acquire time information from a clock (not shown) and store the phase identifier in pair with that time information.

[0170] (Step S510) The phase determination unit 132 increments the counter i by 1. The process returns to step S505.

[0171] (Step S511) The phase determination unit 132 obtains the phase identifier "new".

[0172] (Step S512) The phase determination unit 132 stores the phase identifier "New" in pairs with the user identifier. It returns to the higher-level processing. Note that the phase storage unit 133 preferably stores the phase identifier in pairs with time information.

[0173] Next, an example of the class acquisition process in steps S408 and S521 will be explained using the flowchart in Figure 6.

[0174] (Step S601) The class acquisition unit 134 acquires all key action identifiers that are paired with product identifiers from the class condition management unit 112.

[0175] (Step S602) The class acquisition unit 134 assigns 1 to counter i.

[0176] (Step S603) The class acquisition unit 134 determines whether or not the i-th key action identifier exists among the key action identifiers acquired in step S601. If the i-th key action identifier exists, the process proceeds to step S604; otherwise, it returns to the higher-level process.

[0177] (Step S604) The class acquisition unit 134 acquires all class conditions that are paired with the i-th key action identifier.

[0178] (Step S605) The class acquisition unit 134 assigns 1 to counter j.

[0179] (Step S606) The class acquisition unit 134 determines whether the j-th class condition exists among the class conditions acquired in step S604. If the j-th class condition exists, the unit proceeds to step S607; otherwise, the unit proceeds to step S614.

[0180] (Step S607) The class acquisition unit 134 acquires the j-th class condition.

[0181] (Step S608) The class acquisition unit 134 acquires one or more pieces of information that are paired with a user identifier and are used to determine the j-th class condition.

[0182] (Step S609) The class acquisition unit 134 determines whether the one or more pieces of information acquired in step S608 satisfy the j-th class condition. If the j-th class condition is satisfied, the unit proceeds to step S610; otherwise, it proceeds to step S613.

[0183] (Step S610) The class acquisition unit 134 acquires the class identifier that is paired with the j-th class condition.

[0184] (Step S611) The class storage unit 135 associates the user identifier, product identifier, and i-th key action identifier and stores the class identifier obtained in step S610 in the user management unit 114.

[0185] (Step S612) The class acquisition unit 134 increments counter i by 1. Return to step S603.

[0186] (Step S613) The class acquisition unit 134 increments counter j by 1. Return to step S606.

[0187] (Step S614) The class acquisition unit 134 obtains the default class identifier (for example, "experience"). Proceed to step S611.

[0188] Next, an example of the transition diagram configuration process in step S410 will be explained using the flowchart in Figure 7.

[0189] (Step S701) The component 139 in the diagram obtains the product identifier.

[0190] (Step S702) The diagram component 139 obtains phase management information that corresponds to the product identifier from the storage unit 11.

[0191] (Step S703) The component 139 in the diagram assigns 1 to counter i.

[0192] (Step S704) The diagram component 139 determines whether the i-th phase identifier exists in the phase management information. If the i-th phase identifier exists, proceed to step S704; otherwise, proceed to step S709. Note that whether or not a phase identifier exists is the same as whether or not phase definition information exists.

[0193] (Step S705) The phase information acquisition unit 137 acquires phase information corresponding to the product identifier and the i-th phase identifier. An example of such phase information acquisition process will be explained using the flowchart in Figure 8.

[0194] (Step S706) The diagrammed component 139 uses the phase information acquired in step S705 to configure the i-th node.

[0195] (Step S707) The diagram configuration unit 139 places the i-th node configured in step S706 in order to create a transition diagram. The diagram configuration unit 139 places the i-th node so that it does not overlap with other nodes.

[0196] (Step S708) The component 139 in the diagram increments counter i by 1. Return to step S704.

[0197] (Step S709) The component 139 in the diagram assigns 1 to counter j.

[0198] (Step S710) The diagram configuration unit 139 determines whether or not the j-th edge identifier exists in the phase management information of the storage unit 11. If the j-th edge identifier exists, the process proceeds to step S711; otherwise, it returns to the higher-level processing. Note that whether or not an edge identifier exists is equivalent to whether or not transition definition information exists.

[0199] (Step S711) The transition acquisition unit 138 acquires transition information corresponding to the j-th edge identifier. An example of such transition information acquisition process will be explained using the flowchart in Figure 9.

[0200] (Step S712) The diagrammatic component 139 constructs an edge using transition information.

[0201] (Step S713) The diagrammatic component 139 arranges the edges configured in step S712. The diagrammatic component 139 arranges the arrows (bidirectional or unidirectional) that the edges have, typically in a manner that connects two nodes.

[0202] (Step S714) The component 139 in the diagram increments the counter j by 1. Return to step S710.

[0203] Next, an example of the phase information acquisition process in step S705 will be explained using the flowchart in Figure 8.

[0204] (Step S801) The phase information acquisition unit 137 acquires the phase name of the phase identified by the phase identifier from the phase management information.

[0205] (Step S802) The phase information acquisition unit 137 acquires the product identifier and the phase identifier. The phase information acquisition unit 137 refers to the user management unit 114 and acquires the number of user identifiers that are paired with the product identifier and the phase identifier.

[0206] (Step S803) The phase information acquisition unit 137 acquires the previous number of users corresponding to the product identifier and phase identifier. The phase information acquisition unit 137 uses the previous number of users and the number acquired in step S802 to acquire the increase or decrease in users for the phase identified by the phase identifier. It returns to the higher-level processing. Note that "previous" refers to the time of the previous analysis. In addition to the increase or decrease in users, or instead of the increase or decrease in users, the phase information acquisition unit 137 may acquire the percentage of increase or decrease in users, etc.

[0207] Next, an example of the transition information acquisition process in step S711 will be explained using the flowchart in Figure 9.

[0208] (Step S901) The transition acquisition unit 138 acquires the first phase identifier, which is paired with the edge identifier, from the phase management information.

[0209] (Step S902) The transition acquisition unit 138 acquires a second phase identifier that corresponds to the edge identifier from the phase management information.

[0210] (Step S903) The transition acquisition unit 138 acquires the edge type identifier that corresponds to the edge identifier from the phase management information.

[0211] (Step S904) The transition acquisition unit 138 refers to the user management unit 114 and searches for user identifiers whose previous phase identifier is the first phase identifier and whose current phase identifier is the second phase identifier, and obtains the number of such user identifiers. This number is the number of users who have transitioned from the first phase identified by the first phase identifier to the second phase identified by the second phase identifier.

[0212] (Step S905) The transition acquisition unit 138 refers to the user management unit 114 and searches for user identifiers whose previous phase identifier was the first phase identifier and whose current phase identifier is the second phase identifier, and obtains the proportion of such user identifiers. The proportion of such user identifiers is, for example, "the number obtained in step S904 / the number whose previous phase identifier was the first phase identifier".

[0213] (Step S906) The transition acquisition unit 138 determines whether the edge type identifier paired with the edge identifier is "bidirectional". If it is "bidirectional", it proceeds to step S907; otherwise, it returns to the higher-level process.

[0214] (Step S907) The transition acquisition unit 138 refers to the user management unit 114 and searches for user identifiers whose previous phase identifier is the second phase identifier and whose current phase identifier is the first phase identifier, and obtains the number of such user identifiers. This number is the number of users who have transitioned from the second phase, identified by the second phase identifier, to the first phase, identified by the first phase identifier.

[0215] (Step S908) The transition acquisition unit 138 refers to the user management unit 114 and searches for user identifiers whose previous phase identifier is the second phase identifier and whose current phase identifier is the first phase identifier, and obtains the percentage of such user identifiers. It returns to the higher-level processing. The percentage of such user identifiers is, for example, "the number obtained in step S904 / the number whose previous phase identifier was the second phase identifier".

[0216] In the flowchart in Figure 9, "this time" refers to the latest time information, and "last time" refers to the time information immediately preceding the latest.

[0217] Next, an example of the class diagram construction process in step S413 will be explained using the flowchart in Figure 10.

[0218] (Step S1001) The component 139 in the diagram obtains the product identifier.

[0219] (Step S1002) The diagram component 139 obtains all key action identifiers that are paired with the product identifier from the class condition management unit 112.

[0220] (Step S1003) The component 139 in the diagram assigns 1 to counter i.

[0221] (Step S1004) The diagram component 139 determines whether or not the i-th key action identifier exists among the key action identifiers obtained in step S1002. If the i-th key action identifier exists, the process proceeds to step S1005; otherwise, it returns to the higher-level process.

[0222] (Step S1005) The component 139 in the diagram obtains and places the key action name identified by the product identifier and the i-th key action identifier.

[0223] (Step S1006) The diagram configuration unit 139 refers to the user management unit 114, obtains the number of user identifiers associated with the product identifier and the i-th key action identifier, and places them.

[0224] (Step S1007) The component 139 in the diagram assigns 1 to the counter n.

[0225] (Step S1008) The component 139 in the diagram determines whether n has exceeded the maximum value. If n has exceeded the maximum value, if it has not exceeded the maximum value,

[0226] (Step S1009) The diagram configuration unit 139 refers to the user management unit 114 and obtains the number of users for each class condition from n times prior.

[0227] (Step S1010) The component 139 in the diagram increments the counter n by 1. Return to step S1008.

[0228] (Step S1011) The diagram configuration unit 139 retrieves user information paired with the n-th previous time information and class identifier from the user management unit 114 for each of the two or more classes, and obtains the number of users n times ago for each of the two or more classes. The diagram configuration unit 139 uses the number of users n times ago for each of the two or more classes to construct and arrange a class-specific percentage diagram for n times ago. The class-specific percentage diagram is a diagram that clearly shows the proportion of users belonging to each of the two or more classes.

[0229] (Step S1012) The diagram configuration unit 139 retrieves the current (latest) time information and user information paired with the class identifier from the user management unit 114 for each of the two or more classes, and obtains the current number of users for each of the two or more classes. Next, the diagram configuration unit 139 configures and arranges the current class-specific percentage diagram.

[0230] (Step S1013) The diagram component 139 obtains and arranges the number of users and the percentage of users of the class of interest. The class of interest is predetermined, for example, the best class (e.g., "Continuance").

[0231] (Step S1014) The component 139 in the diagram increments counter i by 1. Return to step S1004.

[0232] Next, an example of the operation of terminal device 2 will be explained using the flowchart in Figure 11.

[0233] (Step S1101) The terminal reception unit 22 determines whether or not it has received a transition diagram output instruction. If it has received a transition diagram output instruction, it proceeds to step S1102; otherwise, it proceeds to step S1105.

[0234] (Step S1102) The terminal processing unit 23 configures the transition diagram output instruction to be transmitted. The terminal transmission unit 24 transmits the transition diagram output instruction to the analysis device 1. The transition diagram output instruction includes a product identifier.

[0235] (Step S1103) The terminal receiving unit 25 determines whether or not it has received a transition diagram from the analysis device 1. If a transition diagram has been received, the process proceeds to step S1104; otherwise, it returns to step S1103.

[0236] (Step S1104) The terminal processing unit 23 constructs the transition diagram to be output. The terminal output unit 26 outputs the transition diagram. The process returns to step S1101.

[0237] (Step S1105) The terminal reception unit 22 determines whether or not it has received a class diagram output instruction. If it has received a class diagram output instruction, it proceeds to step S1106; otherwise, it proceeds to step S1109.

[0238] (Step S1106) The terminal processing unit 23 configures the class diagram output instruction to be transmitted. The terminal transmission unit 24 transmits the class diagram output instruction to the analyzer 1. The class diagram output instruction includes a product identifier.

[0239] (Step S1107) The terminal receiving unit 25 determines whether or not it has received a class diagram from the analyzer 1. If a class diagram has been received, the unit proceeds to step S1108; otherwise, it returns to step S1107.

[0240] (Step S1108) The terminal processing unit 23 constructs the class diagram to be output. The terminal output unit 26 outputs the class diagram. The process returns to step S1101.

[0241] (Step S1109) The terminal reception unit 22 determines whether or not it has received an information output instruction. If it has received an information output instruction, it proceeds to step S1110; otherwise, it proceeds to step S1113.

[0242] (Step S1110) The terminal processing unit 23 configures the information output instruction to be transmitted. The terminal transmission unit 24 transmits the information output instruction to the analysis device 1.

[0243] (Step S1111) The terminal receiving unit 25 determines whether or not it has received information from the analysis device 1. If information has been received, the unit proceeds to step S1112; otherwise, it returns to step S1111.

[0244] (Step S1112) The terminal processing unit 23 configures the information to be output. The terminal output unit 26 outputs the information. The process returns to step S1101.

[0245] (Step S1113) The terminal reception unit 22 determines whether or not it has received the change instruction. If it has received the change instruction, it proceeds to step S1114; otherwise, it returns to step S1101.

[0246] (Step S1114) The terminal processing unit 23 configures the change instruction to be transmitted. The terminal transmission unit 24 transmits the change instruction to the analysis device 1. The process returns to step S1101.

[0247] In the flowchart shown in Figure 11, processing is terminated by power-off or processing termination interrupts.

[0248] The following describes a specific example of the operation of analysis system A in this embodiment.

[0249] In this specific example, the two or more phases a user goes through before becoming a fan of a product are defined as eight phases: "New," "Dropped," "Activated," "Not Stuck," "Potential Dormant," "Dormant," "Stuck," and "Fan." Furthermore, Figure 12 is a template transition diagram showing the possible transitions between these eight phases. A template transition diagram is a diagram illustrating the relationships between possible transitions.

[0250] Furthermore, the phase condition management unit 111 stores one or more phase management tables having the structure shown in Figure 13. Note that each phase management table is associated with, for example, a product identifier. In other words, there is a phase management table for each of the one or more products. The phase management table shown in Figure 13 is an example of a table that defines the transition diagram template shown in Figure 12.

[0251] A phase management table is a table that manages phase management information and a set of phase conditions. A phase management table manages two or more records that have "ID", "Phase Identifier", "Phase Name", "Link Destination", "Edge Type Identifier", and "Phase Condition". "ID" is information that identifies the record. "Phase Name" is the name of the phase. "Link Destination" is the identifier of the phase that is directly connected to the current phase. "Edge Type Identifier" is the type of edge that indicates the relationship between phases. "Edge Type Identifier" can be "Forward", "Reverse", or "Bidirectional". "Forward" indicates a one-way edge, where the phase in question is the link source. "Reverse" indicates a one-way edge, where the phase in question is the link destination. "Bidirectional" indicates a bidirectional edge. Here, "Phase Condition" is expressed using operation information based on natural language, but it may also be expressed using primitive operation information.

[0252] The storage unit 11 stores one or more key action management tables having the structure shown in Figure 14. A key action management table is a table that manages key action information for each product. A key action management table has one or more records having an "ID," a "key action identifier," a "key action name," and a "key action condition." In this case, the "key action condition" has an "object condition" and a "frequency condition." The "object condition" is information that identifies the object that is being operated on in order to determine whether a user has performed a key action. The "frequency condition" is a condition regarding the frequency of operations on the object. Note that the key action management table is associated with, for example, a product identifier. In addition, the "key action condition" may be a program used to determine whether or not the key action condition is met, or an identifier for that program (for example, a program name).

[0253] The class condition management unit 112 stores one or more class condition management tables as shown in Figure 15. A class condition management table is a table that manages class conditions. A class condition management table manages two or more records that have "ID", "Class Identifier", "Class Name", and "Class Condition". The "Class Condition" may be a program used to determine whether or not the class condition is met, or an identifier for that program (for example, the program name).

[0254] The operation management unit 113 stores one or more operation management tables having the structure shown in Figure 16. Each operation management table stores one or more operation information entries for each user. The operation management tables may be managed per product. In other words, each operation management table contains a product identifier. It is also acceptable for them to be associated. Here, the operation management table stores records that have "ID", "User Identifier", "Date and Time", and "Operation Information". "ID" is information that identifies the record. "Date and Time" is approximately the date and time the operation was performed, or the date and time the operation information was received.

[0255] The user management unit 114 stores a user management table having the structure shown in Figure 17. The user management table is a table that manages user information for one or more users. The user management table stores records that have "user identifier," "name," "email address," "static attribute value," "dynamic attribute value," "phase history information," and "key action history information." "Static attribute value" here includes "gender," "age," and "member." "Member" indicates whether or not the user is registered as a member in the system of the target product (web page). Here, a user with a member value of "1" is a member, and a user with a member value of "0" is not a member. "Dynamic attribute value" includes "real-time dynamic attribute value" and "history information utilization dynamic attribute value." "Real-time dynamic attribute value" here includes "time spent on site" and "number of pages viewed." "Time spent on site" is the time spent on the site during the current visit. "Number of pages viewed" is the number of pages viewed on the site during the current visit. "History information utilization dynamic attribute value" here includes "number of visits," "number of purchases," "total purchase amount," "average PV count," and "score." "Number of visits" is the number of times the user has visited this e-commerce site so far. "Number of purchases" is the number of times the user has purchased products on this e-commerce site so far. "Total purchase amount" is the total amount of money the user has spent on products on this e-commerce site so far. "Average page views" is the average number of pages viewed per visit by the user. "Score" is the user's score. Here, it is assumed that storage unit 11 stores a calculation formula that calculates the score using an increment function with one or more attribute values ​​from "Number of visits," "Number of purchases," "Total purchase amount," and "Average page views" as parameters. It is also preferable that this calculation formula calculates the score using one or more pieces of information from static attribute values. The calculation formula may be, for example, a formula that increases the score value in the case of member "1." For example, it is preferable that the calculation formula multiplies the score value by 1.1 in the case of member "1," and does not change the score value in the case of member "0." "Phase history information" has a "date" and a "phase identifier." The "date" is the day the user's phase was determined.The "Phase Identifier" is the identifier of the phase to which the user belongs. The "Key Action History Information" is a class identifier that identifies the user's class for each key action. The "Key Action History Information" is associated with the "Date". The key actions here are the four key actions shown in the Key Action Management Table (Figure 14). The class identifiers are assumed to be "C1: Continuation", "C2: Decreased Frequency", "C3: Experience", and "C4: Pause".

[0256] In the above situation, the operation of the analyzer 1 will be explained using the following five specific examples. Specific example 1 is an example of operation for accumulating operation information. Specific example 2 is an example of operation for determining the user's phase. Specific example 3 is an example of operation for determining the user's class. Specific example 4 is an example of operation for outputting a transition diagram. Specific example 5 is an example of operation for outputting a class diagram.

[0257] Here, we assume that the product being analyzed for user interaction is a web page (page P). Furthermore, we assume that a large number of registered users utilize page P.

[0258] (Specific example 1) The operation reception unit 121 of the analysis device 1 receives operation information obtained based on the user's operation on page P from the user's terminal device 2 or the web server 3 that stores the website (hereinafter referred to as "page P" as appropriate), associating the user identifier (for example, "1") with the product identifier "P".

[0259] Next, the operation storage unit 130 configures the operation information to be stored from the received operation information. For example, the operation storage unit 130 obtains operation information written in natural language (for example, "Top Page") from primitive operation information (for example, "output toppage"). Note that this technique is publicly known.

[0260] Next, the operation storage unit 130 obtains the date and time "2024 / 8 / 4 17:42" from a clock (not shown). Then, the operation storage unit 130 associates the received user identifier "1" with the product identifier "Page P" and stores the operation information (for example, "Top Page" and the obtained date and time). Through this process, a record with "ID=638" is stored in the operation management table in Figure 16.

[0261] (Specific example 2) Furthermore, the storage unit 11 of the analysis device 1 is assumed to contain the analysis condition "Every Sunday at 12:00". In other words, every Sunday at 12:00, the above-mentioned phase determination process and class acquisition process are performed for one or more products and for each user. Specific examples of such phase determination and class acquisition processes are as follows.

[0262] In other words, the phase determination unit 132, for example, for user identifier "1", obtains the latest phase identifier (for example, "F4") corresponding to user identifier "1" (as of 2024 / 8 / 4) from the user management table (Figure 17). Let's assume today is 2024 / 8 / 11.

[0263] Next, the phase determination unit 132 refers to the phase management table (Figure 10) and obtains the phase identifiers "F05" (fan) and "F03" (non-established) for one or more phases that the user can transition to from their current phase "established" (phase identifier "F4").

[0264] Next, the phase determination unit 132 obtains the phase conditions corresponding to the acquired phase identifier "F05" from the phase management table (Figure 10).

[0265] Next, the phase determination unit 132 obtains operation information (for example, operation information for the past 12 weeks that is paired with product identifier "P" and user identifier "1") from the operation management table (Figure 13) to determine whether the phase condition "visited for 10 weeks or more in the past 12 weeks" is met. Next, the phase determination unit 132 determines that the phase condition "visited for 10 weeks or more in the past 12 weeks" is met using the "date and time" contained in the obtained operation information. Next, the phase determination unit 132 determines the new user's phase to be "Fan" and obtains the phase identifier "F5".

[0266] Next, the phase storage unit 133 obtains today's date, "2024 / 8 / 11". Then, the phase storage unit 133 stores the date "2024 / 8 / 11" and the phase identifier "F5" in the user management table (Figure 14) paired with the user identifier "1".

[0267] Through the above process, the user's phase is determined, and the phase identifier of the new phase to which they transition is accumulated. The same phase determination process is then performed for other users. Note that for some users, the same phase as during the previous analysis (last week: 2024 / 8 / 5) may be determined.

[0268] (Specific example 3) The class acquisition unit 134 determines, for example, the current class to which a user belongs for each of the four key actions for the user identifier "1" as follows:

[0269] In other words, the class acquisition unit 134 acquires all key action identifiers "K1", "K2", "K3", and "K4" that are paired with the product identifier "P1" from the key action management table (Figure 14).

[0270] Furthermore, the class acquisition unit 134 acquires all operation information corresponding to the product identifier "P1" and user identifier "1" from the operation management table (Figure 16). Then, the class acquisition unit 134 determines whether each of the four key action identifiers matches the key action condition (see Figure 14). The class acquisition unit 134 acquires the key action identifiers that match the key action condition. Here, let's assume that the class acquisition unit 134 has acquired all the key action identifiers "K1", "K2", "K3", and "K4".

[0271] Next, the class acquisition unit 134 refers to all acquired operation information and determines the matching class condition from among the four class conditions (see Figure 15) for each of the four acquired key action identifiers. The class acquisition unit 134 determines that the class condition paired with class identifier "C1" matches the key action identifier "K1", the class condition paired with class identifier "C1" matches the key action identifier "K2", the class condition paired with class identifier "C2" matches the key action identifier "K3", and the class condition paired with class identifier "C3" matches the key action identifier "K4".

[0272] The class storage unit 135 then associates the user identifier "1", the product identifier "P1", and the date "2024 / 8 / 11", and also associates them with the four key action identifiers, and stores the acquired class identifiers in the user management table (Figure 17).

[0273] Through the above process, a class is determined for each of the user's key actions, and the class identifiers for each key action are accumulated. The same class acquisition process is then performed for other users.

[0274] (Specific example 4) Assume that user U, the administrator of product identifier "P1", inputs a transition diagram output instruction from terminal device 2. Assume that this transition diagram output instruction has the product identifier "P1". Terminal device 2 then transmits the transition diagram output instruction to analysis device 1.

[0275] Next, the instruction receiving unit 122 of the analyzer 1 receives a transition diagram output instruction. Next, by the transition diagram configuration process described using the flowchart of FIG. 7, the diagram configuration unit 139 refers to the user management table (FIG. 17) paired with the product identifier "P1" and configures a transition diagram. Next, the diagram output unit 143 transmits the transition diagram to the terminal device 2.

[0276] Next, the terminal device 2 receives and outputs the transition diagram. An example of such a transition diagram is shown in FIG. 18.

[0277] In FIG. 18, 1801 is the phase name "activated", 1802 is the number of users belonging to the phase (here "fan"), 1803 is the increase or decrease compared to the previous inspection (last week) of one phase (here "non-fixed"), 1804 is the percentage of users who transitioned between phases, and 1805 is the number of users who transitioned between phases.

[0278] (Specific Example 5) Assume that user U, who is the administrator of the product identifier "P1", inputs a class diagram output instruction from the terminal device 2. Assume that such a class diagram output instruction has the product identifier "P1". Then, the terminal device 2 transmits the class diagram output instruction to the analyzer 1.

[0279] Next, the instruction receiving unit 122 of the analyzer 1 receives the class diagram output instruction. Next, by the class diagram configuration process described using the flowchart of FIG. 10, the diagram configuration unit 139 refers to the user management table (FIG. 17) paired with the product identifier "P1" and configures a class diagram. Next, the diagram output unit 143 transmits the class diagram to the terminal device 2.

[0280] Next, terminal device 2 receives and outputs the transition diagram. Examples of such class diagrams are shown in Figures 19 and 20. 1901 in Figure 19 and 2001 in Figure 20 are the names of the four key actions and the conditions for each of the four key actions. 1902 in Figure 19 is a bar graph showing the number of users belonging to each of the four classes for the past 12 analyses, including the most recent analysis. 1903 in Figure 19 is the total number of users who fall into any of the classes in the most recent situation. 1904 is the number and percentage of users belonging to the "Continue" class for each key action. 2002 in Figure 20 is a bar graph showing the percentage of users belonging to each of the four classes for each of the four key actions in the most recent analysis.

[0281] In summary, according to this embodiment, it is possible to analyze the user's actions at each of the two or more phases included in the process of a user becoming a fan of a product.

[0282] Furthermore, according to this embodiment, it is possible to output a transition diagram which is the result of analyzing the user's actions in each of the two or more phases included in the process of a user becoming a fan of a product.

[0283] Furthermore, according to this embodiment, statistical processing results regarding user actions for each of the two or more phases included in the process of a user becoming a fan of a product can be output.

[0284] Furthermore, according to this embodiment, it is possible to output user attribute values ​​belonging to each of the two or more phases included in the process of a user becoming a fan of a product. The user attribute values ​​are, for example, the class identifier of a key action.

[0285] Furthermore, according to this embodiment, it becomes possible to customize the phase conditions.

[0286] Furthermore, according to this embodiment, operation information can be easily received from the web server storing the web page, which is the product.

[0287] Furthermore, according to this embodiment, it is possible to perform user behavior analysis based on key actions, which are user actions towards objects that are parts of the product.

[0288] The processing in this embodiment may be implemented by software. This software may be distributed by software download or the like. Alternatively, this software may be recorded on a recording medium such as a CD-ROM and distributed. This also applies to other embodiments in this specification. The software that implements the analysis device 1 in this embodiment is the following program. In other words, this program is a program that causes a computer that can access a phase condition management unit which stores phase conditions that are conditions relating to user operations on the product and are used to determine whether a user has entered each of two or more phases until they become a fan of the product, and a user management unit which stores user information that has a phase identifier that identifies the phase to which the user identified by the user identifier belongs, associated with one or more user identifiers, to function as an operation reception unit which receives operation information which is information associated with a user identifier and identifies the user's operations on the product, a phase determination unit which determines the phase conditions that match the operation information received by the operation reception unit and obtains a phase identifier that identifies the phase corresponding to the phase condition, and a phase output unit which outputs the phase identifier obtained by the phase determination unit.

[0289] Figure 21 is a block diagram of a computer system 300 that executes the program described herein to realize the various embodiments of the analytical apparatus 1 described above.

[0290] In Figure 21, the computer system 300 includes a computer 301 with a CD-ROM drive, a keyboard 302, a mouse 303, and a monitor 304.

[0291] In Figure 21, the computer 301 includes, in addition to the CD-ROM drive 3012, an MPU 3013, a bus 3014 connected to the CD-ROM drive 3012, a ROM 3015 for storing programs such as boot-up programs, a RAM 3016 connected to the MPU 3013 for temporarily storing instructions for application programs and providing temporary storage space, and a hard disk 3017 for storing application programs, system programs, and data. Although not shown here, the computer 301 may further include a network card that provides connectivity to a LAN.

[0292] The program that causes the computer system 300 to execute the functions of the analysis apparatus 1, etc., as described above, may be stored on CD-ROM 3101, inserted into CD-ROM drive 3012, and then transferred to hard disk 3017. Alternatively, the program may be transmitted to computer 301 via a network (not shown) and stored on hard disk 3017. The program is loaded into RAM 3016 during execution. The program may also be loaded directly from CD-ROM 3101 or the network.

[0293] The program does not necessarily have to include an operating system (OS) or third-party program that causes the computer 301 to execute the functions of the analytical apparatus 1, etc., as described above. The program only needs to include the instruction portion that calls the appropriate function (module) in a controlled manner and obtains the desired result. How the computer system 300 operates is well known, so a detailed explanation is omitted.

[0294] In the above program, steps such as sending information and receiving information do not include hardware-based processing, such as processing performed by a modem or interface card in the transmission step (processing that can only be performed by hardware).

[0295] In addition, the computer that executes the above program may be singular or plural. That is, centralized processing may be performed, or distributed processing may be performed.

[0296] In addition, in each of the above embodiments, it is needless to say that two or more communication means existing in one device may be physically realized by one medium.

[0297] In addition, in each of the above embodiments, each process may be realized by being centrally processed by a single device, or may be realized by being distributedly processed by a plurality of devices.

[0298] Needless to say, the present invention is not limited to the above embodiments, and various modifications are possible and are also included in the scope of the present invention.

Industrial Applicability

[0299] As described above, the analysis device 1 according to the present invention has an effect that it can analyze the operations of a user for each of two or more phases included in the phase until the user becomes a fan of the product, and is useful as a server or the like that provides an analysis service for the operations of a user on a product.

Explanation of Signs

[0300] A Analysis system 1 Analysis device 2 Terminal device 3 Web server 11 Storage unit 12 Reception unit 13 Processing unit 14 Output unit 21 Terminal storage unit 22 Terminal reception unit 23 Terminal processing unit 24 Terminal transmission unit 25 Terminal reception unit 26 Terminal output unit 111 Phase condition management unit 112 Class Condition Management Department 113 Operation Management Department 114 User Management Department 121 Operation Reception Section 122 Instruction Reception Department 130 Operation Storage Unit 131 Changes 132 Phase Determination Unit 133 Phase storage unit 134 Class Acquisition Section 135 Class Storage Unit 136 Analysis Department 137 Phase Information Acquisition Unit 138 Transition acquisition part 139 Diagram Structure 141-phase output section 142 Analysis output section 143 Figure Output Section

Claims

1. A phase condition management unit stores phase conditions, which are conditions related to user actions on the product, and are used to determine whether a user is in one of two or more phases of becoming a fan of the product. A user management unit stores user information that has a phase identifier that identifies the phase to which the user identified by the user identifier belongs, associated with one or more user identifiers, An operation reception unit receives operation information, which is information associated with a user identifier and identifies the user's actions on the product, A phase determination unit determines the phase condition that matches the operation information received by the operation reception unit, and obtains a phase identifier that identifies the phase corresponding to the said phase condition. An analytical apparatus comprising: a phase output unit that outputs the phase identifier acquired by the phase determination unit.

2. The user management unit stores two or more user information entries. For each of the two or more phases, a phase information acquisition unit acquires phase information, which is information about the users belonging to that phase. A diagram component comprising a transition diagram, which is a diagram in which each of two or more phases is a node, which clearly shows the transitions between phases, and which has the phase information of each of the two or more phases associated with the node of that phase, The analytical apparatus according to claim 1, further comprising a diagram output unit that outputs the transition diagram configured by the diagram component.

3. The aforementioned phase information acquisition unit, The analytical apparatus according to claim 2, which acquires phase information, which is the result of statistically processing information about users belonging to each of two or more phases.

4. The user information has one or more user attribute values, The aforementioned phase information acquisition unit, The analytical apparatus according to claim 2, which acquires phase information including user attribute values ​​of one or more users belonging to each of two or more phases.

5. The transition diagram has edges connecting the nodes, The user information in the user management unit includes information that allows for the identification of a transition time, which is when a user transitions from one phase to another. The system further comprises a transition acquisition unit that uses the user information of the user management unit to acquire transition information relating to the user's transition from one phase to another during a predetermined period. The aforementioned component shown in the diagram is The analysis apparatus according to claim 2, which configures a transition diagram that clearly shows the transition information acquired by the transition acquisition unit in correspondence with the edge between the first phase and the other phase.

6. The aforementioned two or more phases are, The analytical apparatus according to claim 1, comprising eight phases, including "new," "drop," "activated," "non-established," "potential dormant," "dormant," "established," and "fan," which can transition to each other between at least two phases.

7. An instruction receiving unit that receives a change instruction, which is an instruction to change the aforementioned phase conditions, The analytical apparatus according to claim 1, further comprising a modification unit that modifies the phase conditions corresponding to the modification instruction in accordance with the modification instruction.

8. The aforementioned product is a web page that a user can operate using a terminal device, and is a web page in which a tag is embedded that transmits operation information based on the user's actions and a user identifier that identifies the user. The aforementioned operation reception unit is The analysis apparatus according to claim 1, which receives the operation information and the user identifier from a web server storing the aforementioned web page.

9. A class condition management unit stores class conditions, which are conditions for identifying a class and are conditions related to user operations, for each of two or more user classes based on the key actions of the user on the objects that constitute the product, associated with a key action identifier that identifies a key action which is a key action to be monitored, and for each of the two or more user classes based on the key action on the objects, A class acquisition unit determines the class conditions that the operation information received by the operation reception unit satisfies, and acquires a class identifier that identifies the class corresponding to the said class conditions, associating it with a user identifier. The analysis apparatus according to claim 1, further comprising a class storage unit that associates the class identifier acquired by the class acquisition unit with the user identifier.

10. Of the two or more phases mentioned above, at least two phases consist of a lower phase and a higher phase leading up to becoming a fan. An analysis unit that obtains analysis results regarding the difference between the class identifier paired with the user identifier of a user belonging to the aforementioned higher phase and the class identifier paired with the user identifier of a user belonging to the aforementioned lower phase, The analytical apparatus according to claim 9, further comprising an analytical output unit that outputs the analytical results acquired by the analytical unit.

11. The analytical apparatus according to claim 9 or claim 10, wherein the class has two or more of the following: "continuation," "decreased frequency," "experience," and "pause."

12. A diagram component that constitutes a class diagram for each of the one or more key actions, which is a diagram that clearly shows the number of users or the percentage of users for each class identified by the class identifier acquired by the class acquisition unit for two or more users, The analytical apparatus according to any one of claims 9 to 11, further comprising a diagram output unit that outputs the class diagram configured by the diagram component.

13. An analysis method comprising: a phase condition management unit that stores phase conditions which are conditions relating to user operations on the product and are conditions for determining whether a user is in each of two or more phases of becoming a fan of the product; a user management unit that stores user information which has a phase identifier that identifies the phase to which the user identified by the user identifier belongs, associated with one or more user identifiers; an operation reception unit; a phase determination unit; and a phase output unit, The operation reception unit includes an operation reception step that receives operation information which is information associated with a user identifier and information that identifies the user's operation on the product, The phase determination step includes the phase determination unit determining the phase condition that matches the operation information received by the operation reception unit, and obtaining a phase identifier that identifies the phase corresponding to the phase condition, An analysis method comprising: a phase output step in which the phase output unit outputs the phase identifier acquired by the phase determination unit.

14. A computer that can access a phase condition management unit which stores phase conditions that are conditions for determining whether a user is in each of two or more phases of becoming a fan of the product, and which are conditions related to the user's actions toward the product, and a user management unit which stores user information that has a phase identifier that identifies the phase to which the user identified by the user identifier belongs, in association with one or more user identifiers, An operation reception unit receives operation information, which is information associated with a user identifier and identifies the user's actions on the product, A phase determination unit determines the phase condition that matches the operation information received by the operation reception unit, and obtains a phase identifier that identifies the phase corresponding to the said phase condition. A program to function as a phase output unit that outputs the phase identifier acquired by the phase determination unit.

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