Home appliance management system and program

Abstract

To provide an appropriate method for responding to a concerned state of a home electronic appliance to a user.SOLUTION: When a state subjected to diagnosis is designated from among a plurality of concerned states of a home electronic appliance, methods for responding to the designated state are narrowed down using operation data of the home electronic appliance, and the plurality of narrowed-down responding methods is displayed on a screen. More specifically, a hole electronic appliance management system including a user terminal connected with the home electronic appliance and a diagnosis support device comprises: an input section for receiving an instruction of the state subjected to diagnosis in the plurality of concerned states of the home electronic appliance; a candidate narrow-down section for narrowing down candidates of the methods for responding to the state using the operation data of the home electronic appliance based on the instruction received by the input section; and a responding method arrangement section for determining an arrangement to display on the screen the plurality of responding methods narrowed down by the candidate narrow-down section.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to a home appliance management system and a program.

Background Art

[0002] Currently, various home appliances are used in homes and the like. In such home appliances, when there are any concerning symptoms, it has been common for the user to browse the instruction manual or the like to find the corresponding solution by themselves. Also, for some home appliances, there is a known technique of displaying advice equivalent to the instruction manual by a diagnostic support device connected via a communication line. For example, Patent Document 1 discloses that "the communication terminal displays a select screen having a plurality of keys, and when the keys are operated by the user, specific advice for improving the content of the operated key, which corresponds to the transmission result of the information from the home appliance among the plurality of data stored in the storage means, and general advice common to each of the keys for improving the content of the keys, which is general advice not depending on the transmission result of the information from the home appliance, are displayed on the same screen in the display unit" (Claim 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In Patent Document 1, there is only one specific advice displayed according to the information from the home appliance. However, in reality, there are many cases where there are multiple solutions to the symptoms, and in such cases, not all of the possible solutions have been proposed to the user. Furthermore, when multiple solutions are proposed simultaneously, the user does not know which solution is the most effective. [Means for solving the problem]

[0005] To solve the above problems, in this invention, when a symptom to be diagnosed is specified from among several concerning symptoms of a home appliance, the operating data of the home appliance is used to narrow down the methods for dealing with the specified symptom, and the narrowed-down methods are displayed on the screen.

[0006] More specifically, a home appliance management system having a user terminal connected to a home appliance and a diagnostic support device includes: an input unit that receives instructions for a symptom to be diagnosed from among several concerning symptoms of the home appliance; a candidate narrowing unit that narrows down candidates for how to respond to the symptom using the operating data of the home appliance based on the instructions received by the input unit; and a response method arrangement unit that determines the arrangement for displaying the multiple response methods narrowed down by the candidate narrowing unit on the screen.

[0007] Furthermore, the present invention also includes programs for enabling user terminals and diagnostic support devices to function as computers, as well as storage media for storing these programs. Moreover, a diagnostic support method using these is also an embodiment of the present invention. [Effects of the Invention]

[0008] According to the present invention, it becomes possible to provide users with appropriate solutions for concerning symptoms of home appliances. [Brief explanation of the drawing]

[0009] [Figure 1] This is a system configuration diagram of a home appliance management system in one embodiment of the present invention. [Figure 2] This is a functional block diagram of a home appliance in one embodiment of the present invention. [Figure 3] This is a hardware configuration diagram of a user terminal in one embodiment of the present invention. [Figure 4] This is a hardware configuration diagram of a diagnostic support device according to one embodiment of the present invention. [Figure 5] This figure shows user management information used in one embodiment of the present invention. [Figure 6A] This figure shows candidate information for a countermeasure used in one embodiment of the present invention (in the case of a drum-type washer-dryer with an automatic detergent dispensing function). [Figure 6B] This figure shows candidate information for a countermeasure used in one embodiment of the present invention (in the case of a fully automatic washing machine without an automatic detergent dispensing function). [Figure 7A] This figure shows operational data (a drum-type washing machine with an automatic detergent dispensing function) used in one embodiment of the present invention. [Figure 7B] This figure shows operating data used in one embodiment of the present invention (a fully automatic washing machine without an automatic detergent dispensing function). [Figure 8] This is a flowchart showing the processing flow of the diagnostic process in one embodiment of the present invention. [Figure 9] This figure shows a screen for selecting symptoms of concern, displayed on the output section of a user terminal in one embodiment of the present invention (a drum-type washing machine with an automatic detergent dispensing function). [Figure 10] This figure shows a screen displayed on the output unit of a user terminal in one embodiment of the present invention, indicating that a diagnosis is in progress. [Figure 11A] This flowchart shows the process for determining whether or not to propose a candidate solution, "automatic detergent dispensing in excess," used in one embodiment of the present invention. [Figure 11B] This flowchart shows the process for determining whether it is necessary to propose a candidate countermeasure, "changing detergents, etc.," used in one embodiment of the present invention. [Figure 11C] This flowchart shows the process for determining whether or not to propose a candidate response method, "tank cleaning course," used in one embodiment of the present invention. [Figure 11D] This flowchart shows the process for determining whether or not to propose "increasing the number of rinses" as a candidate countermeasure used in one embodiment of the present invention. [Figure 11E]It is a flowchart showing a process for determining whether it is necessary to propose a candidate "deodorizing course" of the corresponding method used in an embodiment of the present invention. [Figure 12] It is a diagram showing narrowing-down information of the corresponding method used in an embodiment of the present invention. [Figure 13A] It is a diagram showing, among the diagnostic result screens displayed on the output unit of the user terminal in an embodiment of the present invention, the one before scrolling. [Figure 13B] It is a diagram showing, among the diagnostic result screens displayed on the output unit of the user terminal in an embodiment of the present invention, the one after scrolling.

Mode for Carrying Out the Invention

[0010] Hereinafter, an embodiment of the present invention will be described. In this embodiment, when there are any concerning symptoms in one or more household electrical appliances in the home, a diagnosis is executed based on the operation data of the household electrical appliances in response to an instruction from the user.

[0011] <Configuration> First, the configuration of this embodiment will be described. FIG. 1 is a system configuration diagram of the household electrical appliance management system in this embodiment. In FIG. 1, the household electrical appliance management system has a user terminal 10 and a diagnostic support device 20, and these are connected via a household electrical appliance group 30 that is the diagnostic target, a router 40, and a network 50. Also, the user terminal 10 and the household electrical appliance group 30 may be directly connected using short-range wireless communication or the like. Further, the connections between the user terminal 10, the household electrical appliance group 30, the router 40, and the network 5 can be either wired or wireless. Hereinafter, each of these devices will be described.

[0012] First, let's describe one or more home appliances 3n that are managed in this embodiment. It is assumed that the home appliances 3n are used in a single area (for example, within a home). The home appliances 3n in this embodiment include a microwave oven 31, a refrigerator 32, a vacuum cleaner 33, an induction cooktop 34, an air purifier 35, and a washing machine 36. However, these are examples, some of which can be omitted, and additional home appliances may be included. Each of these home appliances has various functions such as cooking, freezing, and cleaning, as well as communication functions such as short-range wireless communication. Thus, although they are described as a group of home appliances 30 in Figure 1, any one of the home appliances 3n or other home appliances 3n not exemplified here may be managed.

[0013] The configuration of the home appliance 3n will now be described. Figure 2 is a functional block diagram of the home appliance 3n in this embodiment. This block diagram is representative of each home appliance 3n. As shown in Figure 2, the home appliance 3n has a control unit 301, a communication unit 304, a display and operation panel 305, an operating unit 306, and a sensor 307. These are connected to each other via a communication path. The following describes each component.

[0014] First, the control unit 301 includes a control signal creation unit 302 and an operation data acquisition unit 303. In other words, the control unit 301 creates and outputs control signals to realize the functions of the home appliance, such as washing, controls the operation of the home appliance 3n, and acquires operation data related to the operation of the home appliance. Here, the operation data acquisition unit 303 acquires operation data from the operation unit 306, the sensor 307, or the control signal creation unit 302. The operation data includes information about the home appliance 3n, such as the date and time of operation, operation (settings) content, and operating status (environment).

[0015] Furthermore, if it is sufficient to acquire operational data, the sensor 307 may be omitted. The control unit 301 can be implemented with an MPU (Micro-Processing Unit), and the control signal generation unit 302 and the operational data acquisition unit 303 can be implemented with dedicated hardware or software such as programs.

[0016] Furthermore, the communication unit 304 has communication and short-range wireless communication functions via the router 40 and network 50. The communication unit 304 also outputs acquired operational data and receives control instructions and instructions for collecting operational data from user terminals 10 and the like. The display and operation panel 305 receives operations from the user for the home appliance and outputs the operating status of the home appliance.

[0017] Furthermore, the operating unit 306 performs various functions according to the control from the control unit 301. For this purpose, for example, control signals created by the control signal creation unit 302 are used. The functions to be performed include cooking, freezing, and cleaning functions, which can be implemented using heaters, compressors, electric blowers, motors, actuators, etc. In addition, the sensor 307 acquires the usage status and / or operating status of the home appliance 3n. For example, the sensor 307 can be implemented using a thermometer, illuminometer, camera, etc. It acquires usage or operating status such as the temperature inside the refrigerator 32 and the number of times the door has been opened and closed.

[0018] In this embodiment, the home appliance management system performs the diagnosis and the creation and output of information indicating the diagnosis results, but at least some of these may be performed by the home appliance 3n. In this case, the control unit 301 performs the diagnosis and / or creates the diagnostic information. Furthermore, the display operation panel 305 may output the diagnostic information created by the home appliance management system.

[0019] This concludes the explanation of Figure 2, and we will now return to the explanation of Figure 1. The user terminal 10 is used to manage each home appliance 3n, that is, the group of home appliances 30, and can be implemented as a computer such as a smartphone, mobile phone, tablet, or PC. For this purpose, the user terminal 10 has a communication unit 11, an operational data collection unit 12, a response method narrowing unit 13, a response method arrangement unit 14, an output unit 15, an input unit 16, and a storage unit 17.

[0020] The communication unit 11 has communication and short-range wireless communication functions via the router 40 and network 50. The operation data collection unit 12 collects operation data notified by the home appliance group 30. It is desirable for the operation data collection unit 12 to collect operation data periodically, especially at regular intervals (for example, periodically). Alternatively, the operation data collection unit 12 may be omitted, and the home appliance group 30 may proactively notify operation data.

[0021] Furthermore, the response method narrowing unit 13 narrows down the response methods to be proposed for the symptoms of concern from the candidate response method information described later, based on the collected operational data, and creates response method narrowing information (diagnostic information), which is the result of that narrowing (diagnostic result). In addition, the response method placement unit 14 determines the placement of the response methods narrowed down by the response method narrowing unit 13. Note that at least one of the functions of the response method narrowing unit 13 and the response method placement unit 14 can be provided in the diagnostic support device 20, and at least one can be omitted.

[0022] Furthermore, the output unit 15 outputs various information such as diagnostic information. The input unit 16 accepts various operations from the user, such as diagnostic instructions to start the diagnosis. Note that the output unit 15 and the input unit 16 can be configured as a single unit. In addition, the storage unit 17 stores various information used in the processing of the response method narrowing unit 13 and the response method arrangement unit 14.

[0023] Here, we will describe one implementation example of the user terminal 10. Figure 3 is a hardware configuration diagram of the user terminal 10 in this embodiment. In Figure 3, the user terminal 10 has a touch panel 101, a processing unit 102, a communication device 103, and a storage device 104, which are connected to each other via a communication path.

[0024] First, the touch panel 101 serves as both the output unit 15 and the input unit 16 in Figure 1, receiving user instructions and operations, and displaying various information. The touch panel 101 may also be configured as separate input and output devices. Furthermore, the processing unit 102 can be implemented using a processor such as a CPU (Central Processing Unit), and performs calculations according to the home appliance management program 105 (integrated application) stored in the storage device 104, which will be described later.

[0025] The home appliance management program 105 is composed of, for each function, an operational data collection module 106, a candidate narrowing module 107, and a response method arrangement module 108. Note that each of these modules may be implemented as an individual program or a combination of some of them.

[0026] Here, the configuration shown in Figure 1, which performs the same function as each module, is as follows: Operation data collection module 106: Operation data collection unit 12 Method filtering module 107: Method filtering section 13 Response method arrangement module 108: Response method arrangement section 14 Therefore, the processing unit 102 will execute the operations of the operation data collection unit 12, the response method narrowing unit 13, and the response method arrangement unit 14 in accordance with the home appliance management program 105.

[0027] Furthermore, the storage device 104 stores the home appliance management program 105, candidate response method information 109, operation data 110, response method refinement information 111, and owned equipment information 112. Here, the home appliance management program 105 may be a program for managing the group of home appliances 30, or it may consist of multiple programs for each home appliance. In the latter case, management programs for the microwave oven 31, refrigerator 32, vacuum cleaner 33, induction cooktop 34, air purifier 35, and washing machine 36 would be used.

[0028] The candidate response method information 109, operational data 110, and response method refinement information 111 will be described later in the <Information> section. The storage device 104 may be implemented as a main memory device such as memory and a secondary memory device (storage medium) which is a so-called storage device. The secondary memory device may be implemented as an external HDD (Hard Disk Drive), SSD (Solid State Drive), memory card, etc. Furthermore, at least a portion of the home appliance management program 105, the candidate response method information 109, the operational data 110, and the response method refinement information 111 can be omitted. This is sufficient if it is held by the diagnostic support device 20 described later. Moreover, at least a portion of the modules (functions) of the home appliance management program 105 may be provided in the diagnostic support device 20.

[0029] This concludes the explanation of Figure 3, and we will now return to the explanation of Figure 1. The diagnostic support device 20 is designed to diagnose the home appliance group 30 and can be implemented using computers such as servers and clouds. For this purpose, the diagnostic support device 20 includes a communication unit 21, an operational data collection unit 22, a response method narrowing unit 23, a response method arrangement unit 24, and a storage unit 25.

[0030] First, the communication unit 21 has communication and short-range wireless communication functions via the router 40 and network 50. The operational data collection unit 22 performs the same functions as the operational data collection unit 12, and it is sufficient for at least one of the operational data collection unit 22 and the operational data collection unit 12 to be present. Similarly, the response method narrowing unit 23 performs the same functions as the response method narrowing unit 13, and it is sufficient for at least one of the two to be present. Furthermore, the response method arrangement unit 24 performs the same functions as the response method arrangement unit 14, and it is sufficient for at least one of the two to be present.

[0031] Furthermore, the storage unit 25 stores user management information 251, candidate response method information 252, operational data 253, and response method refinement information 254. Note that the candidate response method information 252, operational data 253, and response method refinement information 254 are substantially the same in content as the candidate response method information 252, operational data 110, and response method refinement information 111 stored in the user terminal 10, and one of them may be omitted. Also, considering the resources of the user terminal 10, the information may be compressed or simplified. These pieces of information will be described later in the <Information> section.

[0032] Here, we will describe one implementation example of the diagnostic support device 20. Figure 4 is a hardware configuration diagram of the diagnostic support device 20 in this embodiment. In Figure 4, the diagnostic support device 20 has a processing unit 201, a communication device 202, a memory 203, and a sub-storage device 204, which are connected to each other via a communication path.

[0033] First, the processing unit 201 can be implemented using a processor such as a CPU, and it performs calculations according to the home appliance management program 205 stored in the secondary memory device 204, which will be described later. The home appliance management program 205 will be described later.

[0034] Furthermore, the communication device 202 corresponds to the communication unit 21 in Figure 1, connects to the network 50, and communicates with other devices.

[0035] Furthermore, the memory 203 and the secondary storage device 204 correspond to the storage unit 25 in Figure 1. The memory 203 is used to display the home appliance management program 205 and the information used for processing by the processing unit 201, which are stored in the secondary storage device 204. The secondary storage device 204 can be implemented as so-called storage and stores the home appliance management program 205, user management information 251, candidate response method information 252, operation data 253, and response method narrowing information 254. The secondary storage device 204 may also be implemented as various storage media such as an external HDD (Hard Disk Drive), SSD (Solid State Drive), or memory card, or it may be implemented as a separate device from the diagnostic support device 20, such as a file server.

[0036] Here, the home appliance management program 205 consists of an operational data collection module 206, a response method narrowing module 207, and a response method placement module 208. Note that each of these modules may be implemented as an individual program or a combination of some of them.

[0037] Here, the configuration shown in Figure 1, which performs the same function as each module, is as follows: Operation data collection module 206: Operation data collection unit 22 Method filtering module 207: Method filtering section 23 Method arrangement module 208: Method arrangement section 24 Therefore, the processing unit 201 will execute the operations of the operational data collection unit 22, the response method narrowing unit 23, and the response method placement unit 24 in accordance with the program.

[0038] Furthermore, it is necessary for at least one of the following programs to exist, as it performs the same calculations as the home appliance management program 205 and the home appliance management program 105. In this case, it is also sufficient for at least one of the modules that make up these programs to exist.

[0039] This concludes the explanation of Figure 4, and we will now return to the explanation of Figure 1. The router 40 has the function of connecting each device, and it is desirable that it be installed on the same premises as the group of home appliances 30. Note that the router 40 can be omitted or replaced with other communication devices. The network 50 is a communication network such as the Internet or a public telephone network. This concludes the explanation of the configuration of this embodiment.

[0040] <Information> Next, the various types of information used in this embodiment will be described. Figure 5 shows the user management information 251 used in this embodiment. This information pertains to the user of the home appliance group 30. As shown in Figure 5, the user management information 251 includes the following items: user name, address, contact information, and owned equipment. Here, the user name can be any information that identifies the user in question. The address and contact information are optional. Furthermore, owned equipment is information that identifies the home appliances owned or used by the user in question, i.e., the home appliance group 30, and specifically refers to the serial number and model number.

[0041] Furthermore, the user terminal 10 has owned equipment information 112 that manages the home appliances (group of home appliances 30) owned by the user, and this has the same structure as the "owned equipment" item in the user management information 251.

[0042] The suggested solutions information defines the main symptoms that users are concerned about, along with one or more suggested solutions for each symptom. This suggested solutions information differs for each home appliance, and even for the same appliance, it varies by model. The following explanation focuses on washing machines, including drum-type washer-dryers and fully automatic washing machines, but it goes without saying that the information can be applied to other home appliances as well.

[0043] Figure 6A shows candidate information for countermeasures used in this embodiment (in the case of a drum-type washer-dryer with an automatic detergent dispensing function). As shown in Figure 6A, the candidate information for countermeasures for this drum-type washer-dryer (sometimes referred to as model A) lists the following as concerning symptoms: "odor of laundry," "odor inside the drum," "vibration during washing and drying," and "dryness of laundry after drying."

[0044] Here, let's take "laundry odor" as an example to explain in detail. Five methods are defined for addressing "laundry odor" in a drum-type washer-dryer of model A: "automatic detergent dispensing in larger quantities," "changing detergents," "drum cleaning course," "increasing the number of rinses," and "deodorizing course."

[0045] "Extra Detergent Dispenser" is a method to reduce laundry odor by increasing the detergent concentration and removing odor-causing substances attached to the fibers by setting the amount of detergent automatically dispensed by the automatic detergent dispenser to "extra." "Changing Detergent" is a method to reduce laundry odor by using a weakly alkaline liquid synthetic detergent or a liquid detergent or fabric softener that has deodorizing and antibacterial effects. "Drum Cleaning Course" is a method to reduce laundry odor by cleaning the drum (washing tub) itself and preventing drum odors from transferring to the laundry. "Increased Rinsing Frequency" is a method to reduce laundry odor by rinsing thoroughly. "Deodorizing Course" is a method to reduce laundry odor by washing with hot water.

[0046] Figure 6B shows candidate information for countermeasures used in this embodiment (for fully automatic washing machines without a drying function and without an automatic detergent dispensing function). As shown in Figure 6B, the candidate information for countermeasures for this fully automatic washing machine (sometimes referred to as model B) lists the following as concerning symptoms: "odor of laundry," "odor inside the washing tub," and "vibration during washing." Since fully automatic washing machine model B does not have a drying function, there are no symptoms caused by drying, and since it does not have an automatic detergent dispensing function, there are no candidate countermeasures regarding the amount or type of detergent.

[0047] Furthermore, as with "laundry odor" in Figures 6A and 6B, when there are multiple possible solutions for a given symptom, the priority of each solution is defined in the solution candidate information. Solutions with a higher priority are predicted to be the most effective for that symptom. However, when setting priorities, the disadvantages of adopting a solution are also considered. For example, setting the automatic detergent dispensing to "extra" has the disadvantage of increased detergent consumption, increasing the number of rinses has the disadvantage of increased water costs and time, and setting the deodorizing course has the disadvantage of increased electricity costs and time due to heater heating. Thus, it is desirable to lower the priority of solutions that have significant disadvantages, including increased costs such as water and electricity charges, time, and the amount of work required from the user. In other words, when displaying multiple effective solutions for a symptom on the screen, it is best to place solutions with greater disadvantages than those displayed at the top of the screen at the bottom.

[0048] The candidate troubleshooting information is compiled based on accumulated inquiries from users regarding similar past home appliances, and is a collection of troubleshooting methods that are expected to be effective based on past experience. In other words, the relationship between the symptoms and troubleshooting methods in the candidate troubleshooting information is equivalent to that defined in the instruction manual. However, since the instruction manual includes troubleshooting methods that have already been implemented, it can be difficult for users to determine the correct method, especially when there are many options. Therefore, in this embodiment, we decided to improve user experience by using operational data to identify troubleshooting methods that have already been implemented and excluding them from the candidates.

[0049] Figure 7A shows the operating data (Model A: drum-type washer-dryer with automatic detergent dispensing function) used in this embodiment. The operating data 253 for Model A includes items such as the date and time, type of operation, automatic detergent dispensing setting, type of detergent, number of rinses, drum cleaning course, and deodorizing course, as well as the details of operations performed within a certain period. The type of operation is such as wash operation, wash-and-dry operation, or dry operation. The automatic dispensing setting indicates whether the automatic detergent dispensing function was set to ON or OFF when a wash operation or wash-and-dry operation was performed. The type of detergent indicates the brand of detergent or fabric softener set by the user in the automatic detergent dispensing function. In addition to individual operation details, the operating data may also include information on the frequency of operation, such as the total or average of operation results within the most recent period (e.g., one month). In the example in Figure 7A, a wash operation was performed at 8:00 on September 1, 2023, with the automatic detergent dispensing setting ON, the type of detergent N1, and the number of rinses 2. The operational data 110 stored in the user terminal 10 has a similar configuration.

[0050] Figure 7B shows the operating data used in this embodiment (Model B: fully automatic washing machine without automatic detergent dispensing function). Unlike Model A, Model B does not have an automatic detergent dispensing function, so its operating data 253 does not include items such as automatic dispensing setting and detergent type.

[0051] <Processing Flow> Next, the processing flow of this embodiment will be described. In the following description, the processing of the user terminal 10 and the diagnostic support device 20 will use the configuration shown in Figure 1.

[0052] First, in this embodiment, the collection and storage of operational data for diagnosis is performed. First, the home appliance 3n operates according to the control of the control unit 301. The operational data acquisition unit 303 of the home appliance 3n acquires the operational data of the home appliance 3n. Then, the communication unit 304 transmits the operational data acquired according to the control of the control unit 301 to the user terminal 10. This transmission may be performed at predetermined intervals or in real time. Furthermore, this transmission may be performed proactively by the control unit 301 or in response to instructions from the operational data collection unit 12 of the user terminal 10. In other words, it may be performed as either a push transmission or a pull transmission. Furthermore, this transmission may be performed from the home appliance 3n to the diagnostic support device 20.

[0053] Furthermore, the communication unit 11 of the user terminal 10 transfers the transmitted operational data to the diagnostic support device 20. During this transfer, information identifying the user terminal 10 or user, and information identifying the home appliance 3n may be added. This transfer may be performed at predetermined intervals, in real time, or synchronized with transmissions from the home appliance 3n. Moreover, this transfer may be performed proactively by the operational data collection unit 12, or in response to instructions from the operational data collection unit 22 of the diagnostic support device 20. In other words, it may be performed using either push or pull transmission.

[0054] Furthermore, the communication unit 21 of the diagnostic support device 20 receives operational data transferred from the user terminal 10 or transmitted from the home appliance 3n. The operational data collection unit 22 then stores the received operational data as operational data 253 in the storage unit 25. This concludes the explanation of operational data collection and storage.

[0055] Next, we will explain the diagnostic process using the operational data 253. Figure 8 is a flowchart showing the processing flow of the diagnostic process in this embodiment. First, in step S11, the input unit 16 of the user terminal 10 receives a diagnostic instruction from the user regarding a symptom of concern. The following explanation will use the drum-type washing machine and dryer of model A, as described above, as an example.

[0056] Figure 9 shows the screen for selecting a symptom of concern (Model A: drum-type washer-dryer with automatic detergent dispensing function) displayed on the output unit of the user terminal in this embodiment. In the screen shown in Figure 9, if, for example, "I am concerned about the smell of the laundry" is selected as the diagnostic instruction, in step S12, the communication unit 11 transmits a diagnostic instruction to the diagnostic support device 20. This diagnostic instruction also includes identification information to identify the model A drum-type washer-dryer that is the subject of the diagnosis. If the diagnostic support device 20 can estimate which symptoms of concern are likely to occur from the operating data of the drum-type washer-dryer, it may improve user convenience by positioning the symptoms at the top in order of likelihood.

[0057] Furthermore, after step S12, the diagnostic support device 20 processes the data, which requires a certain amount of processing time. Therefore, the response method arrangement unit 14 inserts and displays information indicating that a diagnosis is being made for the specified symptom, as shown in Figure 10. This prevents the user from mistakenly believing that the system has frozen.

[0058] Next, in step S13, the communication unit 21 of the diagnostic support device 20 receives a diagnostic instruction. Furthermore, in step S14, the candidate narrowing unit 23 reads out candidate information 252 for corresponding methods of the type associated with the identification information included in the diagnostic instruction, and identifies one or more candidate methods for corresponding to the symptoms targeted by the diagnostic instruction.

[0059] Next, in step S15, the candidate narrowing unit 23 identifies the operational data 253 from the sub-storage device 204 that is necessary to determine whether or not to propose each candidate for the countermeasure method. For example, in order to determine whether or not to propose "extra detergent automatic dispensing," which is one of the candidate countermeasure methods, operational data related to the setting of the automatic detergent dispensing amount is required.

[0060] Next, in step S16, the candidate narrowing unit 23 excludes from the candidates any methods for addressing the symptoms to be diagnosed that have already been addressed, as confirmed by operational data. The processing performed by the candidate narrowing unit 23 in step S16 will be explained in detail with reference to Figures 11A to 11E.

[0061] Figure 11A is a flowchart showing the process for determining whether to propose the candidate solution "extra detergent automatic dispensing". The candidate narrowing unit 23 refers to the operational data 253 related to the setting of the automatic detergent dispensing amount, which was identified in step S15 (step S101), and determines whether the setting for automatic detergent dispensing is "extra" or not (step S102). If the setting for automatic detergent dispensing is already set to "extra", "extra detergent automatic dispensing" is excluded from the candidates for solution (step S103). On the other hand, if the setting for automatic detergent dispensing is not set to "extra", that is, if it is set to "normal" or "less", "extra detergent automatic dispensing" remains as a candidate for solution (step S104).

[0062] Figure 11B is a flowchart showing the process for determining whether to propose "changing detergent, etc." as a possible solution. The candidate narrowing unit 23 refers to the operational data 253 regarding the type of detergent, etc. identified in step S15 (step S201) and determines whether the automatically dispensed detergent, etc. is a weakly alkaline liquid synthetic detergent, etc. (step S202). If it is a weakly alkaline liquid synthetic detergent, etc., "changing detergent, etc." is excluded from the list of possible solutions (step S203). On the other hand, if it is not a weakly alkaline liquid synthetic detergent, etc., "changing detergent, etc." remains as a candidate solution (step S204).

[0063] Figure 11C is a flowchart showing the process for determining whether or not to propose the "tank cleaning course" as a candidate for the countermeasure. The candidate narrowing unit 23 refers to the operational data 253 regarding the usage history of the tank cleaning course, which was identified in step S15 (step S301), and determines whether or not the "tank cleaning course" has been used within a certain period (step S302). If the "tank cleaning course" has been used, the "tank cleaning course" is excluded from the candidates for the countermeasure (step S303). On the other hand, if the "tank cleaning course" has not been used, the "tank cleaning course" remains as a candidate for the countermeasure (step S304).

[0064] Figure 11D is a flowchart showing the process for determining whether to propose the candidate countermeasure "increase the number of rinses". The candidate narrowing unit 23 refers to the operational data 253 regarding the "number of rinses" within a certain period, which was identified in step S15 (step S401), and determines whether the average "number of rinses" within that period is greater than or equal to a predetermined value (step 402). If the average "number of rinses" is greater than or equal to the predetermined value, "increase the number of rinses" is excluded from the candidates for countermeasures (step S403). On the other hand, if the average "number of rinses" is less than the predetermined value, "increase the number of rinses" is kept as a candidate for countermeasures (step S404).

[0065] Figure 11E is a flowchart showing the process for determining whether or not to propose the "deodorizing course" as a candidate for the countermeasure. The candidate narrowing unit 23 refers to the operational data 253 regarding the usage history of the deodorizing course, which was identified in step S15 (step S501), and determines whether or not the "deodorizing course" has been used within a certain period (step S502). If the "deodorizing course" has been used, the "deodorizing course" is excluded from the candidates for the countermeasure (step S503). On the other hand, if the "deodorizing course" has not been used, the "deodorizing course" remains as a candidate for the countermeasure (step S504).

[0066] As a result of the filtering process described in Figures 11A to 11E above, the refined response method information shown in Figure 12 is obtained. The refined response method information includes information on whether each candidate response method for the symptom being diagnosed is suitable for proposal. In the example in Figure 12, candidates from "automatic detergent dispensing more" to "increased number of rinses" are suitable for proposal, while the "deodorizing course" is not suitable because it has already been used.

[0067] Next, in step S17, the candidate narrowing unit 23 transmits the response method narrowing information 254 as a diagnostic result to the user terminal 10 using the communication unit 21. It is desirable that the candidate narrowing unit 23 stores the response method narrowing information 254 in the storage unit 17.

[0068] Next, in step S18, the response method arrangement unit 14 performs display processing for the response method refinement information transmitted in step S17. That is, the response method arrangement unit 14 sequentially displays the transmitted response method refinement information on the output unit 15. As a result, the touch panel 101, which is an example of the output unit 15 of the user terminal 10, displays the information as shown in Figures 13A and 13B.

[0069] Figure 13A shows an example of a diagnostic result screen before scrolling, and Figure 13B shows an example of a diagnostic result screen after scrolling. The response method arrangement unit 14 places the response methods with the highest priority at the top based on the response method filtering information shown in Figure 12. In cases where there are few proposed response methods and they can be displayed on a single screen of the touch panel 101, it is possible to display all response methods on a single screen without scrolling up or down.

[0070] This concludes the explanation of Figure 8. However, at least a portion of the response method arrangement unit 14 may be executed by the response method arrangement unit 24 of the diagnostic support device 20, and the response method arrangement unit 14 may then perform the display on the output unit 15 accordingly. Furthermore, if the user actually executes a response method and inputs the successful results via the user terminal 10, and sends the results to the diagnostic support device 20, the priority of candidate response methods can be set with high accuracy.

[0071] This concludes the description of this embodiment, but the present invention is not limited to this embodiment. For example, the above processing may be performed by the home appliance 3n alone or in cooperation with the user terminal 10 or the diagnostic support device 20, or it may be performed by the user terminal 10 or the diagnostic support device 20 alone. In particular, when performed by the diagnostic support device 20, it is desirable to provide or connect input devices and output devices to it.

[0072] Furthermore, the diagnostic scope includes equipment other than consumer electronics (3n), such as factory production equipment and various industrial equipment used in buildings. Service equipment, such as transportation equipment, is also included in the diagnostic scope. [Explanation of Symbols]

[0073] 10...User terminal, 11...Communication unit, 12...Operation data collection unit, 13...Candidate narrowing unit, 14...Response method arrangement unit, 15...Output unit, 16...Input unit, 17...Storage unit, 105...Home appliance management program, 106...Operation data collection module, 107...Candidate narrowing module, 108...Response method arrangement module, 109...Response method candidate information, 110...Operation data, 111...Response method narrowing information, 112...Owned equipment information 20...Diagnostic support device, 21...Communication unit, 22...Operation data collection unit, 23...Candidate narrowing unit, 24...Response method arrangement unit, 25...Storage unit, 251...User management information, 252...Response method candidate information, 253...Operation data, 254...Response method narrowing information, 30...Home appliance group, 31...Microwave oven, 32...Refrigerator, 33...Vacuum cleaner, 34...IH cooking appliance, 35...Air purifier, 36...Washing machine 36, 40...Router, 50...Network

Claims

1. In a home appliance management system having a user terminal and a diagnostic support device that connect to home appliances, An input unit that receives instructions for the symptom to be diagnosed from among several concerning symptoms of the aforementioned home appliance, Based on the instructions received by the input unit, a candidate narrowing unit narrows down the candidates for how to respond to the symptoms using the operating data of the home appliance, The system includes a response method arrangement unit that determines the arrangement for displaying the multiple response methods narrowed down by the candidate narrowing unit on the screen, The aforementioned candidate narrowing unit is a home appliance management system that excludes from the candidates any method of addressing the symptoms that can be confirmed by the operational data to have already been addressed.

2. In claim 1, The aforementioned response method arrangement unit is characterized by arranging response methods that are highly effective against the symptoms at the top of the screen, thereby providing a home appliance management system.

3. In claim 2, A home appliance management system characterized by placing at the bottom of the screen a countermeasure that is effective against the aforementioned symptoms but has more disadvantages than the countermeasure that is placed at the top of the screen.

4. In claim 3, The aforementioned disadvantage is an increased financial burden, which is a characteristic of this home appliance management system.

5. In claim 4, A home appliance management system characterized in that the aforementioned increase in economic burden is an increase in electricity charges.

6. In claim 4, A home appliance management system characterized in that the aforementioned increase in economic burden is an increase in water charges.

7. In any of claims 3 to 6, The aforementioned response method arrangement unit is characterized in that, after the input unit receives the instruction and before the candidate narrowing unit completes the narrowing, it displays on the screen that it is in the process of diagnosis.

8. In claim 1, A home appliance management system characterized in that, among several symptoms of concern, the symptoms that are most likely to occur, estimated from the operating data of the home appliance, are displayed at the top of the screen.

9. It connects to home appliances and diagnostic support devices, and the user terminal, which is a computer, An input unit that receives instructions for the symptom to be diagnosed from among several concerning symptoms of the aforementioned home appliance, Based on the instructions received by the input unit, a candidate narrowing unit narrows down the candidates for how to respond to the symptoms using the operating data of the home appliance, A program that functions as a response method arrangement unit, which determines the arrangement on the screen for displaying the multiple response methods narrowed down by the candidate narrowing unit, The candidate narrowing unit is a program that excludes from the candidates any method of addressing the symptoms that can be confirmed by the operational data to have already been addressed.

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