Information processing device, information processing method, and information processing program

Abstract

To achieve information provision to find out points for improvement in a system on a service provider side.SOLUTION: An information processing apparatus according to the present application comprises a generation unit, a calculation unit, an arrangement unit, and a provision unit. The generation unit generates a content obtained by associating first information indicating an action process consisting of a series of actions or experiences that a user goes through in using a predetermined service, and second information consisting of measures executed on a service provision side according to the series of actions or experiences with each other, and visualizing the information. The calculation unit calculates, for each of the measures, an index value for conducting effect measurement of the measure. The arrangement unit arranges the index values calculated by the calculation unit in association with the measures. The provision unit provides the content in which the index values are arranged to a user.SELECTED DRAWING: Figure 2

Description

Technical Field

[0007] ,

[0001] The present invention relates to an information processing apparatus, an information processing method, and an information processing program.

Background Art

[0002] Conventionally, business operators who perform various operations have been taking measures to visualize "invisible" problems that occur during project operations in order to promote business process improvement activities.

[0003] In recent years, for the purpose of efficiently finding improvement points in the system on the service provider side, etc., technologies for visualizing the process until the service is provided to the user in accordance with the actions on the service provider side have also been used.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, the conventional technology has room for improvement in providing information for finding improvement points in the system on the service provider side.

[0006] The present application has been made in view of the above, and an object thereof is to provide an information processing apparatus, an information processing method, and an information processing program that can realize information provision for finding improvement points in the system on the service provider side.

Means for Solving the Problems

[0007] The information processing device according to this application comprises a generation unit, a calculation unit, a placement unit, and a provision unit. The generation unit generates content that visualizes a series of actions or experiences that a user takes when using a predetermined service, by associating it with first information that represents an action process and second information that represents measures taken by the service provider in response to the series of actions or experiences. The calculation unit calculates indicator values ​​for each measure for measuring the effectiveness of the measures. The placement unit arranges the indicator values ​​calculated by the calculation unit in association with the measures. The provision unit provides the user with the content in which the indicator values ​​have been arranged. [Effects of the Invention]

[0008] According to one embodiment of the system, it is possible to provide information to identify areas for improvement in the service provider's system. [Brief explanation of the drawing]

[0009] [Figure 1] Figure 1 is a diagram illustrating an example of an information processing system according to an embodiment. [Figure 2] Figure 2 shows an example of the configuration of an information processing device according to the embodiment. [Figure 3] Figure 3 is a diagram showing an overview of the information stored in the journey master storage unit according to this embodiment. [Figure 4] Figure 4 is a diagram showing an overview of the information stored in the business system master storage unit according to the embodiment. [Figure 5] Figure 5 is a diagram showing an overview of the information stored in the policy master storage unit according to the embodiment. [Figure 6] Figure 6 is a diagram showing an overview of the index master stored in the index master storage unit according to the embodiment. [Figure 7] Figure 7 is a diagram showing an overview of the information stored in the reference value information storage unit according to the embodiment. [Figure 8] Figure 8 is a flowchart showing an example of a processing procedure by the information processing device according to the present invention. [Figure 9]Figure 9 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device according to the embodiment. [Modes for carrying out the invention]

[0010] The following describes in detail, with reference to the drawings, the embodiments for implementing the information processing apparatus, information processing method, and information processing program according to the present application (hereinafter referred to as "embodiments"). Note that the embodiments described below do not limit the information processing apparatus, information processing method, and information processing program according to the present application. Furthermore, the embodiments described below can be combined as appropriate, provided that the processing content is not inconsistent. Also, the same parts are denoted by the same reference numerals in the embodiments described below, and redundant descriptions are omitted.

[0011] Furthermore, in the following explanation, terminal device 10 may be referred to as user UX. In other words, user UX can be read as terminal device 10.

[0012] Furthermore, in the embodiments described below, the information processing device 100 collects user information relating to each user who uses various online services. Various online services may include API (Application Programming Interface) services corresponding to various applications, and various other online services. In addition, various online services may include internet connectivity, search services, SNS (Social Networking Service), e-commerce services, electronic payment services, online games, online banking services, online trading services, accommodation reservation services, ticket reservation services, video distribution services, music distribution services, news distribution services, map information services, route search services, route guidance services, route information services, operation information services, weather information services, and the like.

[0013] Furthermore, the user information collected by the information processing device 100 may include, for example, the history of search queries entered by each user in search services, the purchase history and product browsing history of each user in e-commerce services, the browsing history of news and other content viewed by each user in news distribution services, the posting history of text and images posted on SNS (Social Networking Service), and location history.

[0014] Furthermore, the information processing device 100 may use information estimated based on the collected information as user information. For example, the information processing device 100 may estimate income, such as a household monthly income or individual monthly income of 300,000 yen or more, if the average total amount of groceries purchased each month is 100,000 yen or more, or family structure, such as being a family of three, or the composition of people living together, based on purchase history. Alternatively, the information processing device 100 may estimate items owned by the user, the user's place of residence, workplace, etc., based on location history and purchase history, and use the estimated information as user information.

[0015] Furthermore, the information processing device 100 may provide various online services, or it may acquire the service usage history of each user for various online services from a server device that provides various online services as the user information described above. In addition, the information processing device 100 may collect various information estimated from the service usage history of each user by a server device that provides various online services, or by a separate server device, as user information. Furthermore, the information processing device 100 may collect information indicating various demographic attributes and psychographic attributes such as hobbies and preferences that have been registered or estimated by the user as user information.

[0016] In addition, the information processing apparatus 100 can generate statistical information from various user information collected, and calculate index values and the like used for information processing according to the embodiments described later based on the generated statistical information. For example, the information processing apparatus 100 collects user information about a plurality of users who meet the target conditions received from the service user UX, and identifies the characteristics of the collected user information (that is, the tendencies of users belonging to the same cluster). In other words, the information processing apparatus 100 identifies the personas (virtual portraits of people) of a plurality of users belonging to the same cluster. Then, the information processing apparatus 100 calculates index values based on the information about the identified personas.

[0017] [1. Example of Information Processing System] Hereinafter, the information processing system SYS according to the embodiment will be described. FIG. 1 is a diagram for explaining an example of the information processing system according to the embodiment. As shown in FIG. 1, the information processing system SYS according to the embodiment includes a terminal device 10 and an information processing apparatus 100. Note that the information processing system SYS is not limited to the example shown in FIG. 1, and may include a plurality of information processing apparatuses 100.

[0018] The terminal device 10 and the information processing apparatus 100 are each connected to a network N (for example, see FIG. 2) by wire or wirelessly. The network N is a communication network such as a LAN (Local Area Network), a WAN (Wide Area Network), a telephone network (mobile phone network, fixed telephone network, etc.), a regional IP (Internet Protocol) network, or the Internet. The network N may include a wired network or a wireless network. The terminal device 10 and the information processing apparatus 100 can communicate with each other through the network N.

[0019] The terminal device 10 shown in Figure 1 is an information processing device used by the user UX, who is a user of the content services provided by the information processing device 100. For example, the terminal device 10 can be implemented as a smartphone, a tablet device, a notebook PC (Personal Computer), a desktop PC, or a PDA (Personal Digital Assistant).

[0020] Furthermore, the terminal device 10 can connect to network N via wireless communication networks such as LTE (Long Term Evolution), 4G (4th Generation), and 5G (5th Generation), as well as short-range wireless communication such as Bluetooth (registered trademark) and Wi-Fi (Local Area Network).

[0021] Furthermore, the terminal device 10 can, for example, display information for using content provided by the information processing device 100 using a web browser or application. When the terminal device 10 receives control information from the information processing device 100 or the like to implement the information display process, it will implement the display process according to the control information.

[0022] The information processing device 100 shown in Figure 1 is an information processing device that provides content services to the user UX. The information processing device 100 is typically a server device, but it may also be implemented as a mainframe or workstation. When the information processing device 100 is implemented as a server device, it may be implemented as a single server, or as a cloud system in which multiple server devices and multiple storage devices work together.

[0023] The information processing device 100 may also function as a distribution device that distributes control information to terminal devices 10 used by service users. Here, the control information is written using, for example, a scripting language such as JavaScript (registered trademark) or a stylesheet language such as CSS (Cascading Style Sheets). The application itself distributed from the information processing device 100 may also be considered as control information.

[0024] The information processing device 100 shown in Figure 1 can provide content that visualizes, through a content service, the user UX by associating first information, which models the behavioral process consisting of a series of actions or experiences that a user takes when using a predetermined service, with second information, which consists of measures taken by the service provider in response to that series of actions or experiences.

[0025] [2. An example of information processing] An example of information processing according to the embodiment will be explained below using Figure 1. As shown in Figure 1, when the information processing device 100 receives a content acquisition request from the user UX, it generates content corresponding to the content acquisition request (step S1). For example, the information processing device 100 generates content that visualizes the relationship between first information, which consists of a series of actions or experiences that a user takes when using a predetermined service, and second information, which consists of measures taken by the service provider in response to the series of actions or experiences. In the following explanation, as one example to which the information processing according to the embodiment can be applied, it is assumed that the "user" in the generated content is a service user who uses an e-commerce (EC) service, and the "service provider" in the generated content is a business operator that operates an e-commerce service.

[0026] First, the information processing device 100 refers to the customer journey master and automatically selects a model case of the action process corresponding to the industry type included in the content acquisition request. The customer journey master stores pre-prepared model cases of the action process for each industry type as reference information. In the example shown in Figure 1, the model case of the action process corresponding to the industry "EC (e-commerce)" is selected as "Open app" → "Select product" → "Add to cart" → "Purchase" → "Product arrives".

[0027] Next, the information processing device 100 refers to the business structure master and automatically selects a model case of the business structure corresponding to the industry type included in the content acquisition request. The business structure master stores pre-prepared model cases of the service provider's business structure for each industry type as reference information. In the example shown in Figure 1, the "Marketing Team," "Product Team," and "Sales Team" are selected as model cases of the service provider's business structure corresponding to the industry "EC (Electronic Commerce)."

[0028] Next, the information processing device 100 refers to the policy master and automatically selects a policy corresponding to the combination of the customer journey and the business structure. For example, the policy master stores information as reference information for automatically selecting a pre-prepared list of policy candidates that each service department can take, for each combination of actions or experiences that constitute the behavioral process and each service department that constitutes the business structure. In the example shown in Figure 1, "advertising" is selected as a policy that the "marketing team" can take in response to the user's action of "opening the app". Also in the example shown in Figure 1, "input suggestion function" is selected as a policy that the "product team" can take in response to the user's action of "adding to cart". Also in the example shown in Figure 1, "review function" is selected as a policy that the "product team" can take in response to the user's experience of "receiving the product". "product pricing" is selected as a policy that the "sales team" can take in response to the user's action of "choosing a product".

[0029] The information processing device 100 then generates matrix-like content in which a model customer journey is placed in a predetermined area A1 in the base model for content provision, a model business system is placed in a predetermined area A2, and measures are placed in a predetermined area A3.

[0030] Furthermore, the information processing device 100 may provide the user UX with a tool that allows them to manually configure customer journeys, operational structures, and measures, as part of the content services provided to the user UX. In this case, the information processing device 100 does not automatically place model cases of customer journeys and operational structures, or candidate measures, but rather provides them as reference information for the user UX to configure manually.

[0031] After content generation, the information processing device 100 refers to the metric master and calculates metric values ​​for each measure that are pre-associated with the measures included in the content in order to measure the effectiveness of the measures that the service provider can take (Step S2). For example, in the example shown in Figure 1, "PV (Paper View)" is calculated as the metric corresponding to the measure "Advertising". Also in the example shown in Figure 1, "Number of Reviews" is calculated as the metric corresponding to the measure "Review Function".

[0032] After calculating the metric values, the information processing device 100 associates the calculated metric values ​​with the measures and places them in the content (step S3). For example, the information processing device 100 places the calculated metric values ​​in the same column as the column in which the corresponding measures are placed, among the columns in area A4 which is pre-defined in the base model of the content. For example, in the example shown in Figure 1, the metric value "PV" corresponding to the measure "Advertising" is placed in column C1 of the content, and the metric value "Number of Reviews" corresponding to the measure "Review Function" is placed in column C2 of the content.

[0033] Then, the information processing device 100 provides the user UX by transmitting content containing indicator values ​​corresponding to the measures to the terminal device 10 (step S4). As shown in Figure 1, content CT, which is an example of content provided to the user UX, is configured in a matrix shape with a model case of the customer journey in area A1, a model case of the business system in area A2, measures in area A3, and indicator values ​​in area A4.

[0034] The user UX can utilize the content provided by the information processing device 100 (for example, content CT) as a business framework for identifying areas for operational improvement in its own e-commerce services.

[0035] Furthermore, if there are multiple indicator values ​​pre-associated with a measure, the information processing device 100 may arrange multiple indicator values ​​in the content in relation to the measure and provide them to the user UX. This provides the user UX with opportunities to measure the effectiveness of the measure from various angles.

[0036] Furthermore, if any of the indicator values ​​calculated for each measure fall below a predetermined threshold value, the information processing device 100 may provide the user UX with content that highlights the area where the measure associated with that indicator value is displayed. In the case shown in Figure 1, if the indicator value "number of reviews" is below the threshold, the information processing device 100 highlights the measure "review function" associated with the indicator value "number of reviews". This makes it easier to identify measures that may be bottlenecks in operations.

[0037] [3. Configuration of the Information Processing Device] The configuration of the information processing device 100 according to the embodiment will be explained using Figure 2. Figure 2 is a diagram showing an example of the configuration of the information processing device according to the embodiment.

[0038] As shown in Figure 2, the information processing device 100 comprises a communication unit 110, a storage unit 120, and a control unit 130. Note that Figure 2 shows an example configuration of the information processing device 100, and is not limited to the configuration shown in Figure 2; it may also have other functional units not shown in Figure 2.

[0039] (Communications Department 110) The communication unit 110 is connected to network N by wire or wireless means, for example, and transmits and receives information with other devices such as terminal devices 10 via network N. The communication unit 110 is implemented by, for example, a NIC (Network Interface Card) or an antenna. Network N is a communication network such as a LAN (Local Area Network), a WAN (Wide Area Network), a telephone network (such as a mobile phone network or a fixed telephone network), a regional IP (Internet Protocol) network, or the Internet. Network N may include a wired network or a wireless network.

[0040] For example, the communication unit 110 sends and receives various information related to the processing required to provide content services to the terminal device 10.

[0041] (Storage unit 120) The storage unit 120 is implemented by, for example, semiconductor memory elements such as RAM (Random Access Memory) or flash memory, or by storage devices such as hard disks or optical discs. The storage unit 120 stores programs and data for realizing information processing performed by each part of the control unit 130.

[0042] As shown in Figure 3, the storage unit 120 includes a journey master storage unit 121, a business system master storage unit 122, a policy master storage unit 123, an indicator master storage unit 124, a reference value information storage unit 125, and a user information storage unit 126.

[0043] (Journey Master Memory Unit 121) The journey master storage unit 121 stores information representing pre-prepared model cases of the aforementioned behavioral processes for each industry type. Figure 3 shows an overview of the information stored in the journey master storage unit 121 according to this embodiment.

[0044] As shown in Figure 3, the information stored in the journey master storage unit 121 includes an "industry" item and a "model case" item. These items in the information stored in the journey master storage unit 121 are interconnected.

[0045] The "Industry" field stores information indicating the industry type. The "Model Case" field stores information indicating a model case of the behavioral process corresponding to the industry type. The behavioral process consists of a series of actions or experiences that a user takes when using a specific service. As shown in Figure 3, one example of a model case of the behavioral process corresponding to the industry "EC" is shown as "Open app" → "Select product" → "Add to cart" → "Purchase" → "Product arrives".

[0046] (Business System Master Storage Unit 122) The business system master storage unit 122 stores information representing model cases of business systems on the service provider side, which are prepared in advance for each industry type. Figure 4 shows an overview of the information stored in the business system master storage unit 122 according to this embodiment.

[0047] As shown in Figure 4, the information stored in the business system master storage unit 122 includes the "industry" item and the "model case" item. These items in the information stored in the business system master storage unit 122 are interconnected.

[0048] The "Industry" field stores information indicating the industry type. The "Model Case" field stores information indicating model cases for each service department that constitute the operational structure of the service provider corresponding to the industry type. As shown in Figure 4, "Marketing Team," "Product Team," and "Sales Team" are shown as example model cases for each service department that constitute the operational structure of the service provider corresponding to the industry "EC."

[0049] (Policy Master Storage Unit 123) The policy master storage unit 123 stores information indicating pre-prepared policy candidates that each service department can take, for each combination of actions or experiences that constitute the action process and each service department that constitutes the work system. Figure 5 shows an overview of the information stored in the policy master storage unit 123 according to this embodiment.

[0050] As shown in Figure 5, the information stored in the policy master storage unit 123 includes the items "customer journey," "operational structure," and "policy." These items in the information stored in the policy master storage unit 123 are interconnected.

[0051] The "Customer Journey" section stores information indicating the series of actions or experiences a user goes through. The "Operational Structure" section stores information indicating each service department that makes up the operational structure of the service provider. The "Measures" section stores information indicating the measures that each service department can take in relation to the combination of actions or experiences that make up the behavioral process and each service department that makes up the operational structure. As shown in Figure 5, for the combination of the user's action "open the app" and "marketing," one of the services that makes up the operational structure, "advertising" is shown as an example of a measure that "marketing" can take. Note that Figure 5 illustrates a case where no measures are set for the service department corresponding to the user's action of "purchase," but it is also possible that a service department and measures corresponding to the action of "purchase" are set up in association.

[0052] (Indicator Master Storage Unit 124) The indicator master storage unit 124 stores information indicating indicator values ​​for measuring the effectiveness of the measures. Figure 6 shows an overview of the indicator master stored in the indicator master storage unit 124 according to this embodiment.

[0053] As shown in Figure 6, the information stored in the indicator master storage unit 124 includes the items "measures" and "indicator values". These items in the indicator master storage unit 124 are interconnected.

[0054] The "Measures" field stores information indicating the measures being taken. The "Metrics" field stores information indicating the types of metrics pre-assigned to the measures that the service provider can take in order to measure their effectiveness. As shown in Figure 6, examples of metrics corresponding to the measure "Advertising" include "PV (Paper View)", "CTR (Click Through Rate)", and "CVR (Conversion Rate)".

[0055] (Reference value information storage unit 125) The reference value information storage unit 125 stores information indicating a reference value for evaluating each index value. Figure 7 shows an overview of the information stored in the reference value information storage unit 125 according to this embodiment.

[0056] As shown in Figure 7, the information stored in the reference value information storage unit 125 includes an "indicator value" item and a "reference value" item. These items in the reference value information storage unit 125 are interconnected. The "indicator value" item stores information indicating the indicator value. The "reference value" item stores information indicating a predetermined reference value for evaluating the indicator value.

[0057] (User information storage unit 126) The user information storage unit 126 stores user information for each user who uses various online services. The user information stored in the user information storage unit 126 is used, for example, as sample data for calculating indicator values ​​linked to policies.

[0058] (Control unit 130) Returning to Figure 2, the control unit 130 is a controller that controls the information processing device 100. The control unit 130 is implemented by a CPU (Central Processing Unit), MPU (Micro Processing Unit), GPU (Graphics Processing Unit), etc., which executes various programs (for example, information processing programs) stored in the memory device inside the information processing device 100 using RAM as the working area. Alternatively, the control unit 130 may be implemented by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array).

[0059] As shown in Figure 2, the control unit 130 includes a generation unit 131, a calculation unit 132, a placement unit 133, and a supply unit 134. The control unit 130 realizes or executes the information processing functions and operations described below through these units. Note that the internal configuration of the control unit 130 is not limited to the configuration shown in Figure 2, and other configurations are also possible as long as they perform the information processing described later. Furthermore, the connection relationships of the units of the control unit 130 are not limited to the connection relationships shown in Figure 2, and other connection relationships are also possible.

[0060] (Generation unit 131) The generation unit 131 generates content that visualizes a customer journey model case (an example of "first information") which shows the behavioral process consisting of a series of actions or experiences that a user takes when using a predetermined service, and a business system model case (an example of "second information") which consists of measures taken by the service provider in response to that series of actions or experiences.

[0061] For example, when the generation unit 131 receives a content acquisition request from a user (for example, the user UX shown in Figure 1) who is a user of the content service via the communication unit 110, it refers to the information stored in the journey master storage unit 121. The generation unit 131 then automatically selects a model case of the behavioral process corresponding to the industry type included in the content acquisition request.

[0062] Furthermore, the generation unit 131 refers to the information stored in the business system master storage unit 122 and automatically selects a model case of a business system corresponding to the industry type included in the content acquisition request.

[0063] Furthermore, the generation unit 131 refers to the information stored in the policy master storage unit 123 and automatically selects policies that correspond to combinations of customer journey model cases and business system model cases. For example, the generation unit 131 refers to the policy master and automatically selects policies from a pre-prepared list of possible policies that each service department can take, for each combination of user actions or experiences that constitute the customer journey (behavioral process) and each service department that constitutes the business system of the service provider that provides predetermined services to the user.

[0064] The generation unit 131 then generates content by placing automatically selected customer journey model cases, business system model cases, and pre-configured areas for placing measures in a base model for content provision (for example, template data).

[0065] (Calculation unit 132) The calculation unit 132 calculates indicator values ​​for each measure to measure the effectiveness of the measures. For example, the calculation unit 132 refers to the information stored in the indicator value master storage unit 124 and identifies the indicators that are pre-associated with the measures. Next, the calculation unit 132 sets a target according to the industry type included in the content acquisition request and obtains user information corresponding to the set target from the user information storage unit 126. Next, the calculation unit 132 appropriately selects the information necessary to calculate the indicators identified based on the indicator value master storage unit 124 from the user information obtained from the user information storage unit 126, and uses the selected information to calculate the indicator values ​​corresponding to each measure.

[0066] (Arrangement part 133) The placement unit 133 places the indicator values ​​calculated by the calculation unit 132 into the content generated by the generation unit 131, associating them with the measures. For example, in the base model for content provision, the placement unit 133 places the indicator values ​​calculated for each measure into pre-configured areas for placing indicator values, associating them with the measures.

[0067] (Provider 134) The provision unit 134 provides content to users, who are users of the content service, by transmitting content containing indicator values ​​corresponding to the measures to the terminal device 10 via the communication unit 110.

[0068] [4. Processing Procedure] The processing procedure by the information processing device 100 according to this embodiment will be described below with reference to Figure 8. Figure 8 is a flowchart of an example of the processing procedure by the information processing device according to this embodiment. The processing procedure shown in Figure 8 is executed by the control unit 130 of the information processing device 100. The processing procedure shown in Figure 8 is executed repeatedly while the information processing device 100 is in operation.

[0069] As shown in Figure 8, the generation unit 131 automatically selects a model case of the behavioral process corresponding to the industry type by referring to the journey master (step S101).

[0070] Furthermore, the generation unit 131 automatically selects a model case of the business system corresponding to the industry type by referring to the industry system master (step S102).

[0071] Furthermore, the generation unit 131 refers to the policy master and automatically selects policies that correspond to combinations of customer journey model cases and business system model cases (step S103).

[0072] Furthermore, the generation unit 131 generates content in which the information automatically selected in steps S101 to S103 is placed in a predetermined area provided in the base model for content provision (step S104).

[0073] Furthermore, the calculation unit 132 refers to the indicator master to identify the indicator values ​​corresponding to the measures automatically selected in step S103, and calculates the identified indicator values ​​for each measure (step S105).

[0074] Furthermore, the placement unit 133 associates the indicator values ​​calculated in step S105 with the measures corresponding to those indicator values ​​and places them in the content generated in step S104 (step S106).

[0075] Furthermore, the provisioning unit 134 provides the user with content containing the indicator values ​​(step S107), and then terminates the processing procedure shown in Figure 8.

[0076] [5. Variant] The information processing device 100 described above may be implemented in various different forms other than those described above. Therefore, modifications of the embodiment will be described below.

[0077] (5-1. Content editing function) In the embodiments described above, the information processing device 100 may provide the user, who is a user of the content service, with a function to accept edits to the content provided to the user. For example, the information processing device 100 may accept changes to the customer journey process included in the content, additions to measures for the content, or deletions of measures from the content. Furthermore, if measures are added to the content, the information processing device 100 may select an indicator corresponding to the added measure, calculate an indicator value corresponding to the selected indicator, and place it in the content.

[0078] (5-2. Information provision based on content delivery history) In the embodiment described above, the information processing device 100 may manage information about the content provided to each user, who is a user of the content service, as a content provision history. In this case, the information processing device 100 may also provide the user with proposed changes to the measures based on the time-series changes in the indicator values ​​included in the content provision history. For example, the time-series changes in the indicator values ​​can be traced based on the content provision history of one user belonging to the same industry. Then, if there is a measure in which the time-series change of the indicator value is on an upward trend, the information processing device 100 provides information about the measure corresponding to the indicator value that is on an upward trend to the other user belonging to the same industry. The information processing device 100 can provide information on the type of service, the measure, and the indicator value as information on the measures.

[0079] Furthermore, the information processing device 100 traces the metric values ​​included in the content provision history of one user belonging to the same industry and identifies points where the metric value exceeds a baseline value. The information processing device 100 then obtains the difference between the content corresponding to the identified point and the content provided immediately before it, and may provide the obtained difference information (such as different measures between the content) to the other user belonging to the same industry.

[0080] [6. Hardware Configuration] The information processing device 100 according to this embodiment is implemented by a computer 1000 having the configuration shown in Figure 9. Figure 9 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device according to this embodiment.

[0081] Computer 1000 is connected to an output device 1010 and an input device 1020, and has a configuration in which an arithmetic unit 1030, a primary storage device 1040, a secondary storage device 1050, an output interface 1060, an input interface 1070, and a network interface 1080 are connected by a bus 1090.

[0082] The arithmetic unit 1030 operates based on programs stored in the primary storage device 1040 and the secondary storage device 1050, as well as programs read from the input device 1020, and executes various processes. The primary storage device 1040 is a memory device, such as RAM, that temporarily stores data used by the arithmetic unit 1030 for various calculations. The secondary storage device 1050 is a storage device where data used by the arithmetic unit 1030 for various calculations and various databases are registered, and is implemented using ROM (Read Only Memory), HDD, flash memory, etc.

[0083] Output IF1060 is an interface for transmitting information to be output to output devices 1010, such as monitors and printers, and is implemented using connectors of standards such as USB (Universal Serial Bus), DVI (Digital Visual Interface), and HDMI (High Definition Multimedia Interface). Input IF1070 is an interface for receiving information from various input devices 1020, such as mice, keyboards, and scanners, and is implemented using, for example, USB.

[0084] The input device 1020 may also be a device that reads information from, for example, an optical recording medium such as a CD (Compact Disc), DVD (Digital Versatile Disc), or PD (Phase Change Rewritable Disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), tape media, magnetic recording media, or semiconductor memory. Furthermore, the input device 1020 may also be an external storage medium such as a USB memory stick.

[0085] Network IF1080 receives data from other devices via network N and sends it to the arithmetic unit 1030, and also transmits data generated by the arithmetic unit 1030 to other devices via network N.

[0086] The arithmetic unit 1030 controls the output device 1010 and the input device 1020 via the output IF 1060 and the input IF 1070. For example, the arithmetic unit 1030 loads a program from the input device 1020 or the secondary storage device 1050 onto the primary storage device 1040 and executes the loaded program.

[0087] For example, when the computer 1000 functions as an information processing device 100, the arithmetic unit 1030 of the computer 1000 performs the same functions as the control unit 130 by executing a program (for example, an information processing program) loaded onto the primary storage device 1040. In other words, the arithmetic unit 1030 performs processing by the information processing device 100 according to this embodiment in cooperation with the program (for example, an information processing program) loaded onto the primary storage device 1040.

[0088] [7. Others] Of the processes described in the embodiments described above, all or part of the processes described as being performed automatically can be performed manually, or all or part of the processes described as being performed manually can be performed automatically by known methods. In addition, the processing procedures, specific names, and information including various data and parameters shown in the above document and drawings can be changed at will unless otherwise specified.

[0089] In the above-described embodiment, in order to realize the information processing method by the information processing device 100 (see, for example, Figure 8), the processing functions corresponding to each part of the control unit 130 of the information processing device 100 (generation unit 131, calculation unit 132, arrangement unit 133, and provision unit 134) may be implemented as add-ons to an information processing program pre-installed on the information processing device 100, or they may be implemented by flexibly writing a dedicated information processing program using a lightweight programming language or the like.

[0090] Furthermore, the components of each illustrated device are functionally conceptual and do not necessarily need to be physically configured as shown. In other words, the specific forms of distribution and integration of each device are not limited to those shown, and all or part of them can be functionally or physically distributed and integrated in any unit according to various loads and usage conditions. For example, the generation unit 131 and the arrangement unit 133 of the control unit 130 may be functionally integrated.

[0091] Furthermore, the above-described embodiments and modifications can be combined as appropriate, provided that the processing content is not inconsistent.

[0092] [8. Effects] The information processing device 100 according to the above embodiment comprises a generation unit 131, a calculation unit 132, a placement unit 133, and a provision unit 134. The generation unit 131 generates content that visualizes a series of actions or experiences that a user takes when using a predetermined service, by associating it with a second piece of information consisting of measures taken by the service provider in response to those actions or experiences. The calculation unit 132 calculates an indicator value for each measure for measuring the effectiveness of the measures. The placement unit 133 arranges the indicator values ​​calculated by the calculation unit 132 in association with the measures. The provision unit 134 provides the user with the content in which the indicator values ​​have been arranged.

[0093] Furthermore, the placement unit 133 places indicator values ​​in the content in relation to the measures.

[0094] Furthermore, the calculation unit 132 calculates multiple indicator values ​​that are pre-associated with the measures. The placement unit 133 then places the multiple indicator values ​​into the content in relation to the measures.

[0095] The provisioning unit 134 provides content that highlights the area where measures associated with an indicator value are displayed, if there are indicator values ​​among the indicator values ​​that are below a predetermined threshold value for each indicator value.

[0096] Furthermore, the generation unit 131 automatically selects a model case of the action process that has been prepared in advance for each industry type, according to the industry type set by the user.

[0097] Furthermore, the generation unit 131 automatically selects a model case of the service provider's operational structure, which is prepared in advance for each industry type, according to the industry type.

[0098] Furthermore, the generation unit 131 automatically selects pre-prepared measures as candidates for measures that each service department can take, according to the industry type, for each combination of actions or experiences that constitute the action process and each service department that constitutes the business system.

[0099] In this way, the information processing device 100 according to the embodiment can provide information to identify areas for improvement in the service provider's system through the processing performed by each of the above-described parts, or any combination of the parts. For example, a user of a content service can use the content obtained from the information processing device 100 as a business framework to identify areas for operational improvement in the services they operate.

[0100] Although embodiments of the present application have been described in detail above with reference to several drawings, these are illustrative examples, and the present invention can be implemented in various other forms with modifications and improvements based on the knowledge of those skilled in the art, starting with the embodiments described in the disclosure section of the invention.

[0101] Furthermore, the terms "section, module, unit" mentioned above can be replaced with "means" or "circuit," etc. For example, a control unit can be replaced with a control means or a control circuit. [Explanation of Symbols]

[0102] 10 Terminal devices 100 Information Processing Devices 110 Communications Department 120 Storage section 121 Journey Master Memory Unit 122 Business System Master Memory Unit 123 Policy Master Storage Unit 124 Indicator Master Storage Unit 125 Reference Value Information Storage Unit 126 User information storage unit 130 Control Unit 131 Generation part 132 Calculation Section 133 Placement section 134 Provision Department

Claims

1. A generation unit generates content that visualizes the relationship between first information, which represents a behavioral process consisting of a series of actions or experiences that a user takes when using a specified service, and second information, which consists of measures taken by the service provider in response to the series of actions or experiences. A calculation unit that calculates indicator values ​​for each of the measures in order to measure the effectiveness of the measures, A configuration unit that arranges the indicator values ​​calculated by the calculation unit in relation to the measures, A provisioning unit that provides the user with the content on which the aforementioned index values ​​are placed. Equipped with, The generating unit is Depending on the industry type set by the user, a pre-prepared model case of the aforementioned action process is automatically selected for each industry type. Depending on the industry type, the system automatically selects a model case of the service provider's operational structure that has been prepared in advance for each industry type. An information processing device characterized by the following:

2. The generating unit is Depending on the industry type, the system automatically selects the measures that can be taken by each service department from a pre-prepared list of possible measures for each combination of the actions or experiences constituting the action process and each service department constituting the business structure. The information processing apparatus according to feature 1.

3. A method of information processing performed by a computer, A generation process that generates content that visualizes the relationship between first information, which represents an action process consisting of a series of actions or experiences that a user takes when using a specified service, and second information, which consists of measures taken by the service provider in response to the series of actions or experiences. A calculation step for calculating indicator values ​​for each of the measures in order to measure the effectiveness of the measures, A configuration step involves arranging the indicator values ​​calculated in the calculation step in relation to the measures, A provisioning step of providing the content on which the aforementioned index values ​​are placed to the user. Includes, The aforementioned generation step is Depending on the industry type set by the user, a pre-prepared model case of the aforementioned action process is automatically selected for each industry type. Depending on the industry type, the system automatically selects a model case of the service provider's operational structure that has been prepared in advance for each industry type. An information processing method characterized by the following:

4. On the computer, A generation procedure for generating content that visualizes a sequence of actions or experiences taken by a user when using a specified service, by associating it with a second set of information consisting of measures taken by the service provider in response to those actions or experiences. A calculation procedure for calculating indicator values ​​for each of the aforementioned measures in order to measure the effectiveness of the aforementioned measures, A configuration procedure for arranging the indicator values ​​calculated from the above calculation procedure in relation to the above measures, A provisioning procedure for providing the content on which the aforementioned index values ​​are placed to the user. Make it run, The aforementioned generation procedure is: Depending on the industry type set by the user, a pre-prepared model case of the aforementioned action process is automatically selected for each industry type. Depending on the industry type, the system automatically selects a model case of the service provider's operational structure that has been prepared in advance for each industry type. An information processing program characterized by the following features.

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