User research device and user research method

Abstract

One embodiment of the present invention is a user research device comprising a collection unit, a research form presentation unit, an acquisition unit, an analysis unit, and a display unit. While a user is performing a specific task, the collection unit collects action data representing an action that the user is taking and biological data quantitatively representing a state of the user. While the user is performing the specific task, the research form presentation unit presents, to the user, a research form including question items for researching the mental state of the user, in accordance with the values of the action data and the biological data collected by the collection unit. While the user is performing the specific task, the acquisition unit acquires an answer result from the user regarding the research form presented by the research form presentation unit. The analysis unit analyzes the action and the mental state of the user by analyzing the answer result acquired by the acquisition unit and the action data and the biological data on the user collected by the collection unit at the time when the user was answering the research form. The display unit displays, in time-series, the action and the mental state of the user analyzed by the analysis unit.

Description

User survey device and user survey method

[0001] One aspect of the present invention relates to a user survey device and a user survey method.

[0002] When developing or improving a new service or application program, interviews and observational surveys are conducted with target users to understand their user base. However, this method has issues such as the lack of real-time information, accuracy, and volume of information. Furthermore, the skills required to obtain the information needed to draw insights from interviews are also required. Therefore, this method makes it difficult to gain an efficient and accurate understanding of users.

[0003] Therefore, Patent Document 1 proposes a method of collecting and analyzing behavioral histories such as when visiting websites, and statistically predicting user behavior.

[0004] However, although the method proposed in Patent Document 1 can collect and analyze the results of a user's actions, it is difficult to analyze the psychological state of the user when selecting that action.

[0005] JP 2016-76097 A

[0006] This invention was made with the above-mentioned circumstances in mind, and aims to provide a user survey technology that can analyze and visualize the behavior and psychology of users who are performing tasks using specific existing services or application programs.

[0007] In order to solve the above problems, one aspect of the present invention provides a user survey device that includes a collection unit, a survey form presentation unit, an acquisition unit, an analysis unit, and a display unit. The collection unit collects behavioral data representing the behavior of a user and biometric data quantitatively representing the user's state while the user is performing a specific task. The survey form presentation unit presents a survey form to the user, including questions for surveying the user's psychology, based on the values ​​of the behavioral data and biometric data collected by the collection unit while the user is performing the specific task. The acquisition unit acquires responses from the user to the survey form presented by the survey form presentation unit while the user is performing the specific task. The analysis unit analyzes the responses acquired by the acquisition unit and the user's behavioral data and biometric data collected by the collection unit when the user responded to the survey form, thereby analyzing the user's behavior and psychology. The display unit displays the user's behavior and psychology analyzed by the analysis unit in chronological order.

[0008] According to one aspect of the present invention, a user survey technique can be provided that can analyze and visualize the behavior and psychology of users who are performing tasks using specific existing services or application programs.

[0009] FIG. 1 is a diagram showing an example of the configuration of a user survey system including a user survey device according to an embodiment of the present invention. FIG. 2 is a block diagram showing an example of the hardware configuration of a user survey device according to an embodiment. FIG. 3 is a block diagram showing an example of the software configuration of the user survey device. FIG. 4 is a flowchart showing an example of the processing procedure and processing content of a real-time data acquisition process executed by a control unit of the user survey device. FIG. 5 is a flowchart showing an example of the processing procedure and processing content of a data analysis process executed by a control unit of the user survey device. FIG. 6 is a flowchart showing an example of the processing procedure and processing content of a data visualization process executed by a control unit of the user survey device. FIG. 7 is a schematic diagram showing an example of a journey map as a visualization result of the analysis results obtained by the data visualization process.

[0010] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0011] [One Embodiment] (Configuration Example) (1) System FIG. 1 is a diagram showing an example of the configuration of a user survey system including a user survey device 1 according to an embodiment of the present invention. That is, the user survey system includes, as its main component, a user survey device 1 as an embodiment of the user survey device of the present invention. The user survey system is configured so that the user survey device 1 can transmit information data between a designer terminal DT and one or more user devices UD via a network NW. The designer terminal DT is a terminal used by a designer who designs specific services or application software (hereinafter referred to as an app). The network NW is, for example, the Internet. Of course, the network NW can be any network, such as a LAN (Local Area Network), that is capable of transmitting the information data.

[0012] (2) Devices (2-1) User Device UD The user device UD is a computer terminal that a user uses to perform a task using a specific service or app, such as a PC (Personal Computer), a smartphone, a tablet computer, etc. The user device UD may also include another computer terminal that is prepared separately from the computer terminal used to perform the task and that can be operated by the user.

[0013] Furthermore, the user device UD includes various sensors that collect data related to the user while performing a task and transmit the collected data via the network NW to the user survey apparatus 1. The data related to the user includes behavioral data and biometric data.

[0014] Behavioral data is data representing the actions performed by a user while the user is performing a specific task. This behavioral data is data that allows for a specific understanding of the state and process of task execution in chronological order, and it is desirable that the data be acquired as soon as possible in parallel with the task to reduce the burden on the user. Specifically, the behavioral data includes data such as the task execution schedule, operation logs of the computer terminal used for the task, location information of the computer terminal or the user, video and audio of the user, and the user's line of sight. As sensors for collecting such behavioral data, the user device UD may include, in addition to the computer terminal, a camera, a microphone, a wearable device (line of sight sensor), etc.

[0015] Biometric data is data that quantitatively represents the user's state and is acquired while the user is performing a specific task. This biometric data is data that allows the user's state to be quantitatively grasped in chronological order, and it is desirable that it can be acquired as parallel to the task as possible to reduce the user's measurement burden. Specifically, the biometric data includes the user's video (facial expression), voice (tone of voice), heart rate, brain waves, eye movements, tension level, fatigue level, etc. As sensors for collecting such biometric data, the user device UD may include a camera, a microphone, a wearable device (heart rate sensor, brain wave sensor, etc.), etc.

[0016] (2-2) Designer Terminal DT The designer terminal DT is a computer terminal on which a designer performs his or her work, such as a PC, smartphone, tablet computer, etc. The designer terminal DT specifies visualization conditions for the analysis results related to the user survey to the user survey device 1 via the network NW, and presents the analysis results sent from the user survey device 1 via the network NW to the designer.

[0017] (2-3) User survey device 1 The user survey device 1 is a server computer that analyzes behavioral data and biometric data sent from the user device UD via the network NW, visualizes the analysis results according to the visualization conditions sent from the designer terminal DT via the network NW, and transmits the visualized analysis results as survey results to the designer terminal DT via the network NW.

[0018] 2 and 3 are block diagrams showing an example of the hardware configuration and software configuration of the user survey device 1. As shown in FIG.

[0019] The user survey device 1 comprises a control unit 11, to which a storage unit having a program storage unit 12 and a data storage unit 13, and a communication interface unit 14 are connected via a bus 15. In FIG. 3, the "communication interface unit" is abbreviated as "COM IF unit."

[0020] The control unit 11 is a hardware processor such as a CPU (Central Processing Unit). For example, the CPU can execute multiple information processes simultaneously by using a multi-core and multi-threaded CPU. The control unit 11 may include multiple hardware processors.

[0021] The communication interface unit 14, under the control of the control unit 11, transmits and receives information data to and from each of the user devices UD and the designer terminal DT.

[0022] The program storage unit 12 is configured, for example, by combining a nonvolatile memory such as a hard disk drive (HDD) or solid state drive (SSD) that can be written to and read from as needed as a storage medium with a nonvolatile memory such as a read-only memory (ROM). The program storage unit 12 stores middleware such as an operating system (OS) as well as apps including a user survey program required for a user survey in one embodiment. Hereinafter, the OS and each app will be collectively referred to as a program.

[0023] The data storage unit 13 is, for example, a combination of a non-volatile memory such as an HDD or SSD that can be written to and read from as needed, and a volatile memory such as a RAM (Random Access Memory). The data storage unit 13 includes, in its storage area, the following main storage units required to implement an embodiment of the present invention: a survey form storage unit 131, a trigger condition storage unit 132, a user status database 133, a user status analysis database 134, and an analysis result visualization condition storage unit 135. Although not specifically illustrated, the data storage unit 13 also includes a work memory that temporarily stores data generated by the control unit 11 during processing. In the drawings, "database" may be abbreviated as "DB."

[0024] The survey form storage unit 131 stores various survey forms. Survey forms are stored in advance in the survey form storage unit 131 from the designer terminal DT. Question items and indicators can be set in the survey form according to the theme and purpose of the business design. In this embodiment, questions that can acquire the user's thoughts and feelings, that is, the user's psychology, are set in the survey form. However, it is necessary that the indicators acquired by the sensors of the user device UD are linked to the answers in the answer form. This makes it possible to analyze the discrepancy between the user's actual situation and their cognition. The user's answers to the survey form may be free-form or in questionnaire format. Furthermore, the answers may be input in text or voice.

[0025] The trigger condition storage unit 132 stores a plurality of trigger conditions. The trigger conditions indicate what kind of user situation, that is, what triggers which survey form to use. Specific examples of triggers include the following indicators: - A break in work - A state where work is not progressing and is at a standstill - Each step in the work flow - When the user's stress level changes suddenly Trigger conditions are stored in advance in the trigger condition storage unit 132 from the designer terminal DT.

[0026] The user status database 133 stores user status data including behavioral data and biological data acquired from the user device UD, for example, by linking the data with a user ID for identifying the user device UD. Furthermore, the user status database 133 stores responses to a survey form acquired from the user device UD, for example, by linking the responses with a user ID.

[0027] The user status analysis database 134 stores the user's behavior and psychology analyzed based on the user status data stored in the user status database 133 and the responses to the survey form, and associates the data with, for example, a user ID.

[0028] The analysis result visualization condition storage unit 135 stores the visualization conditions for the analysis results acquired from the designer terminal DT.

[0029] The control unit 11 also includes, as processing function units necessary for implementing one embodiment, a user data acquisition unit 111, a trigger detection unit 112, a user form answer function unit 113, a user state analysis unit 114, a designer instruction acquisition unit 115, a reference data extraction unit 116, a user state summary unit 117, and an analysis result output unit 118. All of these processing function units are realized by causing the hardware processor of the control unit 11 to execute an application stored in the program storage unit 12.

[0030] In addition, at least one or at least some of the processing functions of the processing function units may be realized by an integrated circuit such as an ASIC (Application Specific Integrated Circuit), a DSP (Digital Signal Processor), an FPGA (Field-programmable gate array), or a GPU (Graphics Processing Unit) instead of being realized by the application and the hardware processor of the control unit 11.

[0031] The user data acquisition unit 111 acquires, via the communication interface unit 14, behavioral data and biometric data transmitted from each user device UD via the network NW. The user data acquisition unit 111 associates the acquired behavioral data and biometric data with time information indicating the acquisition date and time with a user ID or the like for identifying the user device UD that sent the data, and stores the data in the user state database 133. At this time, when the behavioral data and / or biometric data are stored as a file, the acquisition date and time can be determined from the timestamp, and therefore the time information may be omitted.

[0032] The trigger detection unit 112 determines whether the user's status based on the values ​​of the behavioral data and biometric data of each user stored in the user status database 133 matches any of the trigger conditions pre-stored in the trigger condition storage unit 132. The trigger detection unit 112 supplies the determination result to the user form answer function unit 113.

[0033] When the trigger detection unit 112 determines that the behavioral data and biometric data match any of the trigger conditions, the user form response function unit 113 reads out a survey form corresponding to that trigger condition from the survey form storage unit 131. The user form response function unit 113 then transmits the read survey form to the corresponding user device UD via the network NW via the communication interface unit 14. The user form response function unit 113 also acquires, via the communication interface unit 14, the user's response to the survey form that was sent back from the user device UD via the network NW. The user form response function unit 113 associates the acquired response and time information indicating the date and time of acquisition with a user ID or other information indicating the sender, and stores the associated response in the user status database 133. When the response is stored as a file, the time information may be omitted because the acquisition date and time can be determined from the timestamp. The user form response function unit 113 stores the response results from text input as a text file, and the response results from voice input as an audio file, in the user status database 133. Of course, the file format may be a multimedia file containing both text and audio.

[0034] The user state analysis unit 114 analyzes the behavior and psychology of each user by analyzing the answer results of each user stored in the user state database 133 and the behavioral data and biometric data of the user corresponding to the acquisition date and time of the answer results. The user state analysis unit 114 associates the analysis results of the user's behavior and psychology and time information indicating the date and time of the analysis with the user ID, etc., and stores them in the user state analysis database 134. At this time, when the analysis results are stored as a single file, the time information may be omitted because the date and time of the analysis can be determined from the timestamp.

[0035] The designer instruction acquisition unit 115 acquires the visualization conditions for the analysis results transmitted from the designer terminal DT via the network NW, via the communication interface unit 14. The designer instruction acquisition unit 115 stores the acquired visualization conditions in the analysis result visualization condition storage unit 135.

[0036] In response to an instruction transmitted from the designer terminal DT via the network NW through the communication interface unit 14, the reference data extraction unit 116 narrows down the analysis results of the behavior and psychology of each user stored in the user state analysis database 134 to those that match the visualization conditions stored in the analysis result visualization condition storage unit 135. The reference data extraction unit 116 supplies the narrowed down analysis results of the behavior and psychology of the user to the user state summary unit 117.

[0037] The user state summarizing unit 117 summarizes the analysis results of the narrowed-down user behavior and psychology supplied from the reference data extracting unit 116 in accordance with the visualization conditions stored in the analysis result visualization condition storage unit 135, and generates an analysis result screen that displays the user behavior and psychology in a format that allows analysis from this summary. The user state summarizing unit 117 supplies the generated analysis result screen to the analysis result output unit 118.

[0038] The analysis result output unit 118 transmits the analysis result screen supplied from the user state summarizing unit 117 to the designer terminal DT via the communication interface unit 14 and the network NW.

[0039] (Example of Operation) Next, a description will be given of an example of operation of the user survey device 1 configured as above. Note that a description of basic operations such as logging in from the user device UD or the designer terminal DT will be omitted.

[0040] (1) Real-time Data Acquisition Process When the control unit 11 receives a business start notification transmitted from one of the user devices UD via the network NW through the communication interface unit 14, the control unit 11 executes a real-time data acquisition program, which is part of the user survey program stored in the program storage unit 12, to perform the following real-time data acquisition process. The user device UD that transmits this business start notification is a computer terminal that performs business using a specific service or app, and transmits the business start notification when the user starts business on that user device UD. In other words, the control unit 11 executes this real-time data acquisition process for each user device UD. The control unit 11 can execute this real-time data acquisition process for multiple user devices UD in parallel.

[0041] FIG. 4 is a flowchart showing an example of the processing procedure and processing content of the real-time data acquisition processing executed by the control unit 11 of the user survey device 1.

[0042] First, the control unit 11 operates as the user data acquisition unit 111 to acquire an implementation schedule of a task to be performed by the user using the user device UD (step S101). Specifically, the control unit 11 communicates with the user device UD via the network NW using the communication interface unit 14, and acquires a task schedule for the task content from the user's schedule data stored in the user device UD. The control unit 11 then stores the acquired task implementation schedule in the user status database 133. The control unit 11 then starts collecting real-time data during the execution of the task.

[0043] That is, the control unit 11 operates as a user data acquisition unit 111 and acquires real-time behavioral data (step S102). Specifically, the control unit 11 communicates with the user device UD via the network NW using the communication interface unit 14 to acquire user behavioral data collected by the user device UD. The behavioral data includes, for example, operation logs of a computer terminal used for work, camera footage and audio during web conferences (used for work process analysis), and telephone audio (used for work process analysis). Furthermore, by utilizing a wearable device or the like as the user device UD, the behavioral data can include, for example, gaze heat maps and recordings of work activities. By transcribing the contents of the recordings of work activities, it becomes possible to understand the user's behavior. The control unit 11 stores the acquired behavioral data in the user state database 133. Note that, in reality, delays occur in communication via the network NW and in information processing by the control unit 11. In this embodiment, real time includes forward real time, which includes this delay.

[0044] The control unit 11 also operates as a user data acquisition unit 111 to acquire real-time biometric data (step S103). Specifically, the control unit 11 communicates with the user device UD via the network NW using the communication interface unit 14 to acquire the user's biometric data collected by the user device UD. The biometric data includes camera footage and audio (using facial expressions, tone of voice, etc. as biometric indicators) during the web conference, voice responses to a survey form (described later) (using tone of voice as a biometric indicator), and telephone voice (using tone of voice as a biometric indicator). Furthermore, by utilizing a wearable device or the like, the biometric data can include heart rate, brain waves, tension level, fatigue level, etc. The control unit 11 stores the acquired biometric data in the user state database 133.

[0045] In addition, data that is difficult to collect in real time, such as camera recordings, can be stored in the user status database 133 by the user operating the user device UD at any time to send it to the user survey device 1.

[0046] Then, the control unit 11 operates as the trigger detection unit 112 to determine the user's situation based on the values ​​of the behavioral data and biometric data of each user stored in the user state database 133 (step S104).

[0047] The control unit 11 operates as the trigger detection unit 112 and determines whether a trigger has been detected (step S105). Specifically, the control unit 11 determines whether the user's situation matches any of the trigger conditions pre-stored in the trigger condition storage unit 132. If none of the trigger conditions are matched, the control unit 11 determines that a trigger has not been detected and proceeds to the process of step S102.

[0048] On the other hand, if the user's situation matches any of the trigger conditions, the control unit 11 determines that a trigger has been detected and proceeds to step S106. That is, the control unit 11 operates as the user form response function unit 113 and transmits a survey form to the user device UD (step S106). Specifically, the control unit 11 reads out from the survey form storage unit 131 a survey form that corresponds to the matched trigger condition and includes questions for investigating the user's thoughts and feelings, i.e., the user's psychology, and transmits the survey form to the corresponding user device UD via the communication interface unit 14 over the network NW.

[0049] The control unit 11 also operates as a user form response function unit 113 to acquire responses from the user device UD (step S107). Specifically, the control unit 11 acquires, via the communication interface unit 14, the results of the user's responses to the survey form that have been sent back from the user device UD via the network NW. The results of the responses include voice and / or text responses.

[0050] Then, the control unit 11 operates as the user form answer function unit 113 and stores the acquired answer results in the user status database 133 (step S108).

[0051] Thereafter, the control unit 11 determines whether or not a business end notification transmitted from the corresponding user device UD has been received via the communication interface unit 14 (step S109). Note that the user device UD transmits this business end notification when the user of the user device UD declares the end of business. If the business end notification has not been received, the control unit 11 proceeds to the processing of step S102. On the other hand, if the business end notification has been received, the control unit 11 terminates this real-time data acquisition processing for the user.

[0052] (2) Data Analysis Processing After the real-time data acquisition processing is completed, the control unit 11 executes a data analysis program, which is part of the user survey program, either immediately after the real-time data acquisition processing is completed or at any desired timing, thereby executing the following data analysis processing. The arbitrary timing includes a predetermined time set by a timer, regular intervals, or upon receiving a start instruction from an external device such as the designer terminal DT. The arbitrary timing may also be each time a response to a survey form is obtained. In other words, the data analysis processing is a process that assumes that at least one response has been obtained. The control unit 11 executes this data analysis processing for each user device UD, that is, for each user. The control unit 11 can execute this data analysis processing for multiple users in parallel.

[0053] 5 is a flowchart showing an example of the processing procedure and processing content of the data analysis processing executed by the control unit 11 of the user survey device 1. The control unit 11 operates as the user state analysis unit 114 and executes the following processing.

[0054] First, the control unit 11 refers to the user state database 133, organizes the data acquired from the user device UD of the target user in chronological order, and temporarily stores a list of the organized data in a work memory (not shown) of the data storage unit 13 (step S201). When this data analysis process is executed at an arbitrary timing, the target user may be performing multiple tasks. For example, if data related to multiple tasks for one day has been acquired, the control unit 11 refers to the task execution schedule and the operation log of the computer terminal used for the tasks, and organizes the behavioral data and biometric data for each task in chronological order.

[0055] The control unit 11 then analyzes each piece of behavioral data according to the organized list (step S202). To enable specific analysis of each task, the control unit 11 performs the following analysis on the behavioral data: 1. Detect the task content performed by the user from the behavioral data. 2. Reference the application window name, etc., and assign a task tag. 3. Summarize the transition of the operation log and temporarily store it in work memory as user behavior. Any specific method for performing this analysis may be used, and is not particularly limited in this specification. As an example, the analysis can utilize a technology for identifying task content from time-series behavioral data, such as that disclosed in Japanese Patent Application Laid-Open No. 2020-95574.

[0056] The control unit 11 also analyzes each piece of biometric data according to the organized list (step S203). In analyzing this biometric data, an analysis method appropriate for the acquired biometric data is selected in accordance with the theme and purpose of the business design. Any specific method for this analysis may be used, and is not particularly limited in this specification. For example, see "Kasagi, Seisuke et al., 'Visualization of Biometric Data Using Machine Learning,' Proceedings of the 34th Fuzzy Systems Symposium (FSS2018, Nagoya University)," p. 435-436" for determining abnormalities from time-series biological data, machine learning technology may be used to analyze emotions from time-series biological data. Note that analysis may be performed that includes not only emotion indicators but also indicators that represent the user's state, such as fatigue and concentration. The control unit 11 temporarily stores the analyzed user's emotion and state in a work memory. Note that in cases where indicators from multiple sensors are obtained at the same time and different user emotions and states are obtained as analysis results from the respective indicators, the control unit 11 analyzes and normalizes the multiple indicators, selects the strongest indicator, and uses it to obtain the user's emotion and state.

[0057] Then, the control unit 11 calculates a state estimation E1 representing the user's psychological state in time series based on the user's emotions and states temporarily stored in the work memory (step S204). The control unit 11 temporarily stores the calculated time series state estimation E1 in the work memory.

[0058] Thereafter, the control unit 11 starts analyzing the user's responses to the survey form stored in the user status database 133 .

[0059] First, the control unit 11 selects one of the target user's answers from the user status database 133 according to the organized list temporarily stored in the work memory, and determines whether the answer includes an audio file (step S205). If there is no audio file, that is, if there is only a text file, the control unit 11 proceeds to the processing of step S209, which will be described later.

[0060] On the other hand, if there is a voice file, the control unit 11 further determines whether the answer also includes a text file (step S206). If there is a text file, the control unit 11 proceeds to the process of step S208, which will be described later.

[0061] If there is only an audio file and no text file, the control unit 11 performs a known speech recognition process on the audio file to transcribe the speech (step S207). The control unit 11 temporarily stores the text obtained by the transcription in the work memory.

[0062] Thereafter, or when it is determined in step S206 that there is no text file, the control unit 11 analyzes the user's emotions from the tone of voice of the user's voice contained in the audio file (step S208). For information on emotion analysis methods using audio, see, for example, "Empath: Voice Emotion Analysis AI," [Online], [searched June 5, 2024], Internet URL: https: / / webempath.com / .

[0063] Thereafter, or when it is determined in step S205 that there is no audio file but only a text file, the control unit 11 analyzes the user's thoughts from the text (step S209). For example, the control unit 11 extracts portions of the text corresponding to the purpose of the action or the motivating thoughts using a technique such as text mining. Note that the text used in this process is the answer text included in the text file when the process transitions from step S205 to step S209, or when the process transitions from step S206 to step S208 and then to step S209. Also, when the process transitions from step S206 to step S207 before transitioning to step S209, the text used in this process is the text transcribed from the audio and temporarily stored in the work memory. The control unit 11 temporarily stores the analyzed user's thoughts in the work memory.

[0064] The control unit 11 also estimates the user's emotion from the writing style (step S210). The control unit 11 temporarily stores the estimated user's emotion in a working memory. For language-based emotion analysis techniques, see, for example, "Emotion Classification Using 8 Classes Using the Hugging Face + WRIME Dataset - Qiita," [Online], [Searched June 5, 2024], Internet URL: https: / / qiita.com / izaki_shin / items / 2b4573ee7fbea5ec8ed6.

[0065] Then, the control unit 11 calculates a state estimation E2 representing the user's psychological state based on the user's thoughts analyzed from the sentences and the user's emotions determined from the writing style, both of which are temporarily stored in the work memory, and further based on the user's emotions analyzed from the tone, if any (step S211). The control unit 11 temporarily stores the calculated state estimation E2 in the work memory.

[0066] Thereafter, the control unit 11 compares the state estimations E1 and E2 temporarily stored in the work memory to determine whether there is a discrepancy between them (step S212). In this case, the state estimation E1 to be compared is the state estimation E1 corresponding to the time point of this response, among the time-series state estimations E1 calculated in step S204 and temporarily stored in the work memory. If there is no discrepancy between the state estimations E1 and E2, the control unit 11 proceeds to the processing of step S214, which will be described later.

[0067] On the other hand, if there is a discrepancy between the state estimates E1 and E2, the control unit 11 marks them as a discrepancy occurrence point (step S213). This discrepancy occurrence point mark is added as a guide for when additional measures, such as conducting an additional hearing, become necessary.

[0068] Thereafter, or if it is determined in step S212 that there is no discrepancy between state estimate E1 and state estimate E2, the control unit 11 determines whether or not analysis has been completed for all of the user responses to the survey form included in the organized list temporarily stored in the work memory (step S214). If analysis has not yet been completed for all responses, the control unit 11 proceeds to step S205 and analyzes the next response.

[0069] On the other hand, if the analysis of all responses has been completed, the control unit 11 stores the behavioral data analysis results temporarily stored in the work memory and the analysis results of the user's psychological state, i.e., state estimates E1 and E2, in the user state analysis database 134 (step S215). The control unit 11 may also store the text of the responses together with the results in the user state analysis database 134. Then, the control unit 11 ends this data analysis process for the user.

[0070] (3) Data Visualization Processing In response to a visualization request from the designer terminal DT, the control unit 11 of the user survey device 1 executes the following data visualization processing by running a data visualization program, which is part of the user survey program stored in the program storage unit 12. Note that the designer who designs the business can send this visualization request from the designer terminal DT to the user survey device 1 at any time by operating the designer terminal DT.

[0071] FIG. 6 is a flowchart showing an example of the processing procedure and processing content of the data visualization processing executed by the control unit 11 of the user survey device 1.

[0072] First, the control unit 11 operates as the designer instruction acquisition unit 115 and determines whether or not a designation of a task to be analyzed, transmitted as a visualization condition from the designer terminal DT via the network NW, has been received via the communication interface unit 14 (step S301). When a designer who designs a task selects a task to be analyzed on the designer terminal DT, designation contents indicating the selection result are transmitted from the designer terminal DT. If a designation of a task to be analyzed as a visualization condition has not been received, the control unit 11 proceeds to the processing of step S303, which will be described later.

[0073] On the other hand, when a designation of the business to be analyzed is received as a visualization condition, the control unit 11 operates as the designer instruction acquisition unit 115 and stores the designated business to be analyzed in the analysis result visualization condition storage unit 135 (step S302).

[0074] Next, or if it is determined in the processing of step S301 that the designation of the business to be analyzed has not been received as a visualization condition, the control unit 11 operates as the designer instruction acquisition unit 115 and determines whether or not the designation of the date and time to be analyzed has been received as a visualization condition (step S303). When the designer designates the date and time to be analyzed on the designer terminal DT, the designation is transmitted from the designer terminal DT. If the designation of the date and time to be analyzed has not been received as a visualization condition, the control unit 11 proceeds to the processing of step S305, which will be described later.

[0075] On the other hand, if a designation of the analysis target date and time is received as a visualization condition, the control unit 11 operates as the designer instruction acquisition unit 115 and stores the designated analysis target date and time in the analysis result visualization condition storage unit 135 (step S304).

[0076] Next, or if it is determined in step S303 that a designation of the analysis target date and time has not been received as a visualization condition, the control unit 11 operates as the designer instruction acquisition unit 115 and determines whether a designation of the analysis target person has been received as a visualization condition (step S305). When the designer designates a user to be analyzed on the designer terminal DT, the designation is transmitted from the designer terminal DT. The analysis target user may be a user group including multiple users. This allows for cases where multiple people collaborate on a single task or where different users independently perform the same task in parallel. If a designation of the analysis target person has not been received as a visualization condition, the control unit 11 proceeds to step S307, which will be described later.

[0077] On the other hand, if a designation of an analysis subject is received as a visualization condition, the control unit 11 operates as a designer instruction acquisition unit 115 and stores the designated analysis subject in the analysis result visualization condition storage unit 135 (step S306).

[0078] Next, or if it is determined in the processing of step S305 that the designation of the analysis subject has not been received as a visualization condition, the control unit 11 operates as the designer instruction acquisition unit 115 and determines whether or not a designation of a visualization form has been received as a visualization condition (step S307). When the designer selects a visualization form for the analysis results on the designer terminal DT, a visualization form indicating the selection result is transmitted from the designer terminal DT. Examples of visualization forms include a journey map, which displays the user's behavior and psychology in chronological order, as described below. Alternatively, an analysis result screen that displays the user's behavior and psychology in a format that allows analysis can be selected. If a designation of a visualization form has not been received as a visualization condition, the control unit 11 proceeds to processing of step S309, which will be described later.

[0079] On the other hand, if a designation of a visualization form is received as a visualization condition, the control unit 11 operates as a designer instruction acquisition unit 115 and stores the designated visualization form in the analysis result visualization condition storage unit 135 (step S308).

[0080] Next, or if it is determined in the processing of step S307 that a visualization format designation has not been received, the control unit 11 operates as the reference data extraction unit 116 and determines whether a visualization instruction transmitted from the designer terminal DT via the network NW has been received via the communication interface unit 14 (step S309). At the designer terminal DT, the designer first inputs the visualization conditions and then issues an instruction to start actual visualization according to those visualization conditions. In response to this instruction, the visualization instruction is transmitted from the designer terminal DT. If a visualization instruction has not been received, the control unit 11 proceeds to the processing of step S301.

[0081] On the other hand, when a visualization instruction is received, the control unit 11 operates as the reference data extraction unit 116 and extracts, as reference data, the analysis results, i.e., the behavioral data analysis results and the user's psychological state analysis results, as well as the answer sentences, from the user state analysis database 134 in accordance with the visualization conditions specified by the designer and stored in the analysis result visualization condition storage unit 135 (step S310). That is, the control unit 11 retrieves, from the user state analysis database 134, the analysis results and answer sentences that match the analysis target task, analysis target period, and analysis target person stored in the analysis result visualization condition storage unit 135. At this time, if a user group including multiple users is specified as the analysis target, the control unit 11 retrieves the analysis results and answer sentences for each of the multiple users. The control unit 11 temporarily stores the extracted reference data in the work memory.

[0082] Thereafter, the control unit 11 operates as the user state summarizing unit 117, calculates the level of detail of the reference data in accordance with the visualization form specified by the designer and stored in the analysis result visualization condition storage unit 135, and summarizes the reference data in accordance with the calculated level of detail (step S311). At this time, if the specified analysis target is a user group including multiple users, the control unit 11 summarizes the reference data including the analysis results for the multiple users, that is, creates a summary that brings together the analysis results of the multiple users.

[0083] Then, the control unit 11 operates as the analysis result output unit 118 to visualize the summarized reference data in the visualization format specified by the designer and stored in the analysis result visualization condition storage unit 135, that is, to create screen data for display (step S312).

[0084] Furthermore, the control unit 11 operates as the analysis result output unit 118, and transmits the created screen data showing the visualized analysis result screen to the designer terminal DT via the network NW by the communication interface unit 14 (step S313). The designer terminal DT receives this screen data and displays it, thereby presenting the analysis results to the designer.

[0085] The control unit 11 then operates as the designer instruction acquisition unit 115 and determines whether an end instruction transmitted from the designer terminal DT via the network NW has been received via the communication interface unit 14 (step S314). When the designer wishes to end the viewing of the analysis results, the designer issues an instruction to end the process on the designer terminal DT. In response to this instruction, an end instruction is transmitted from the designer terminal DT. If an end instruction has not been received, the control unit 11 proceeds to the processing of step S301. If the designer wishes to continue viewing the analysis results by changing the analysis target business, analysis target date and time, analysis target person, or visualization format, the designer re-specifies the changed conditions on the designer terminal DT. Therefore, by repeating the processing from step S301, the control unit 11 can present the analysis results under the changed conditions to the designer. Furthermore, if an end instruction has been received, the control unit 11 terminates the data visualization processing.

[0086] FIG. 7 is a schematic diagram showing an example of a journey map as a visualization result of the analysis results obtained by this data visualization process. The journey map displays the user's behavior and psychology in chronological order. As shown in FIG. 7, the journey map describes the analysis results of the user's behavior and the analysis results of the user's psychology, corresponding to the stages progressing in chronological order. Furthermore, the analysis results of the user's psychology can be further visualized and shown as a broken line to show changes in the user's psychological state. Note that the touchpoint can describe the trigger conditions that match the user's situation when a trigger is detected. Furthermore, the answer text can be described as "Other (Note)."

[0087] (Operations and Effects) As described above, in one embodiment, the user survey device 1 collects, via the user data acquisition unit 111, behavioral data representing the user's behavior and biometric data quantitatively representing the user's state while the user is using a specific service. Then, when the trigger detection unit 112 detects a trigger based on the collected behavioral data and biometric data while the user is performing a specific task, the user survey device 1 presents, via the user form response function unit 113, a survey form including questions for investigating the user's thoughts and feelings, i.e., the user's psychology, to the user, and acquires the user's responses to the survey form. Subsequently or thereafter, the user survey device 1 analyzes the user's behavior and psychology by analyzing, via the user state analysis unit 114, the user's behavior and biometric data collected when the user answers the survey form. Then, the user survey device 1 generates, via the user state summary unit 117, an analysis result screen displaying the analyzed user's behavior and psychology in chronological order, and displays the generated analysis result screen to the user via the analysis result output unit 118. In this manner, the user data acquisition unit 111 functions as a collection unit, the trigger detection unit 112 and the user form response function unit 113 function as a survey form presentation unit, the user form response function unit 113 functions as an acquisition unit, the user state analysis unit 114 functions as an analysis unit, and the user state summary unit 117 and the analysis result output unit 118 function as a display unit. Therefore, according to one embodiment, it is possible to analyze and visualize the behavior and psychology of a user while performing a task using a specific existing service or application program. Furthermore, according to one embodiment, by utilizing quantitative data such as behavioral data and biometric data, accurate analysis and insights based on facts can be obtained. Furthermore, by acquiring subjective qualitative data from the user through a real-time emotion and thought survey using a survey form, and combining and analyzing this quantitative data and qualitative data, it is possible to detect discrepancies between the user's perception of the user's psychological state, such as emotions and thoughts, and the reality.Furthermore, since quantitative and qualitative data can be acquired in parallel with business operations, the burden on users during user surveys can be reduced. Designers can also be less burdened by eliminating the need to request surveys from individual users at various times and then branch off the results. Furthermore, designers can flexibly change the content and analysis method of user psychology surveys based on the survey form they use to match the theme and purpose of the business design. Designers can also flexibly change the timing of user psychology surveys by setting trigger conditions. While existing experience sampling methods, which collect data from survey subjects living their daily lives several times a day for several days, require survey requests to be made voluntarily or at regular or random time slots, in one embodiment, survey requests can be made in real time, triggered by user situations that correspond to the design theme and purpose. Taking into account the burden on users to respond, the number of responses, time intervals, and other factors can be adjusted according to the situation. Continuous surveys can be expected to collect unbiased data at each step of the business without burdening users. Furthermore, the analysis results screen shows the user's behavior and psychology in chronological order, making it possible to accurately visualize the user's real-time changes in state while performing work, as well as even the slightest changes in their thinking and state, without any omissions.

[0088] Furthermore, in one embodiment, the user survey device 1 stores the collected behavioral data and biometric data and the acquired response results in the user state database 133. In this way, the user state database 133 functions as a storage unit. Then, each time the trigger detection unit 112 detects that the values ​​of the behavioral data and biometric data match predetermined conditions, the user survey device 1 presents a survey form to the user via the user form response function unit 113, and the user state analysis unit 114 analyzes the response results stored in the user state database 133 and the corresponding behavioral data and biometric data. Therefore, according to one embodiment, by storing the response results and the corresponding behavioral data and biometric data in the user state database 133, analysis can be performed at any time.

[0089] Furthermore, in one embodiment, the user survey device 1 performs operations using the user data acquisition unit 111, trigger detection unit 112, user form response function unit 113, and user state analysis unit 114 for each of multiple users currently using the service, and generates and displays a journey map that compiles and displays the analyzed behavior and psychology of multiple users in chronological order using the user state summary unit 117 and analysis result output unit 118. Therefore, according to one embodiment, the behavior and psychology of multiple users who are performing work can be analyzed and compiled and visualized on a single screen.

[0090] Furthermore, in one embodiment, the user survey device 1 acquires, via the designer instruction acquisition unit 115, visualization conditions specified by the designer of a specific existing service or application software that a user uses to perform a task, and extracts, via the reference data extraction unit 116, reference data to be used in generating analysis results by the user state summarization unit 117 from the analyzed user behavior and psychology. Therefore, according to one embodiment, it is possible to analyze and visualize the user behavior and psychology required by the designer requesting the user survey.

[0091] Here, the visualization conditions include the task to be analyzed, the period to be analyzed, and the person to be analyzed. Therefore, according to one embodiment, it is possible to provide the designer with the analysis results for the desired user among the users who performed the task desired by the designer during the desired period.

[0092] The visualization conditions also include a visualization format, so that the analysis results can be provided to the designer in a visualization format desired by the designer.

[0093] Furthermore, if the responses to the survey form include voice, the user survey device 1 analyzes the user's psychology from the tone of voice.

[0094] Therefore, according to one embodiment, it is possible to obtain information about the user's psychological state even if the user is not aware of it.

[0095] [Other Embodiments] In one embodiment, the user survey device 1 is configured as a single server computer, but it may also be configured with multiple server computers. For example, the user survey device 1 may be configured with three computers: one that performs real-time data acquisition processing, one that performs data analysis processing, and one that performs data visualization processing. Alternatively, the user survey device 1 may be configured with two computers: one that performs real-time data acquisition processing and data analysis processing, and one that performs data visualization processing.

[0096] Furthermore, at least some of the functions of the user survey device 1 may be incorporated into a computer terminal that is a designer terminal DT. For example, the functions of real-time data acquisition processing and data analysis processing may be executed by a server computer, and the functions of data visualization processing may be executed by the designer terminal DT.

[0097] In addition, in one embodiment, the visualization conditions are all specified from the designer terminal DT as the business to be analyzed, the period to be analyzed, and the person to be analyzed, but it is not necessary to be able to specify all of them; it is also possible to specify at least one of them and perform analysis using default conditions for the others.

[0098] Furthermore, the flow of each process described with reference to the flowchart is not limited to the procedure described. For example, in the data acquisition process shown in FIG. 4, the real-time biometric data acquisition process of step S103 may be performed before the real-time behavioral data acquisition process of step S102. Alternatively, the real-time behavioral data acquisition process of step S102 and the real-time biometric data acquisition process of step S103 may be performed in parallel. In this way, the order of some steps may be changed, some steps may be performed simultaneously, or the processing content of some steps may be modified.

[0099] The program may be transferred in a state where it is stored in an electronic device, or in a state where it is not stored in an electronic device. In the latter case, the program may be transferred via a network, or in a state where it is recorded on a recording medium. The recording medium is a non-transitory tangible medium. The recording medium is a computer-readable medium. The form of the recording medium is not important as long as it is a medium that can store the program and is computer-readable, such as a CD-ROM or a memory card.

[0100] Although the embodiments of the present invention have been described in detail above, the above description is merely an example of the present invention in every respect. It goes without saying that various improvements and modifications can be made without departing from the scope of the present invention. In other words, when implementing the present invention, specific configurations according to the embodiments may be appropriately adopted.

[0101] In short, this invention is not limited to the above-described embodiments, and the components can be modified and embodied in practice without departing from the spirit of the invention. Furthermore, various inventions can be formed by appropriately combining multiple components disclosed in the above-described embodiments. For example, some components may be omitted from all the components shown in the embodiments. Furthermore, components from different embodiments may be appropriately combined.

[0102] 1...User survey device 11...Control unit 12...Program storage unit 13...Data storage unit 14...Communication interface unit 15...Bus 111...User data acquisition unit 112...Trigger detection unit 113...User form answer function unit 114...User state analysis unit 115...Designer instruction acquisition unit 116...Reference data extraction unit 117...User state summary unit 118...Analysis result output unit 131...Survey form storage unit 132...Trigger condition storage unit 133...User state database 134...User state analysis database 135...Analysis result visualization condition storage unit DT...Designer terminal NW...Network UD...User device

Claims

1. A user survey device comprising: a collection unit that collects behavioral data representing the behavior of a user while the user is performing a specific task and biometric data that quantitatively represents the user's state; a survey form presentation unit that presents the user with a survey form including questions to survey the user's state of mind, based on the values ​​of the behavioral data and biometric data collected by the collection unit while the user is performing the specific task; an acquisition unit that acquires the user's responses to the survey form presented by the survey form presentation unit while the user is performing the specific task; an analysis unit that analyzes the user's behavior and state of mind by analyzing the response results acquired by the acquisition unit and the user's behavioral data and biometric data collected by the collection unit when they responded to the survey form; and a display unit that displays the user's behavior and state of mind analyzed by the analysis unit in chronological order.

2. A user survey device as described in claim 1, further comprising a storage unit that stores the behavioral data and biometric data collected by the collection unit and the answer results acquired by the acquisition unit, wherein the survey form presentation unit presents the survey form to the user each time the values ​​of the behavioral data and the biometric data match predetermined conditions, and the analysis unit performs the analysis on each of the answer results stored in the storage unit and the corresponding behavioral data and biometric data.

3. A user survey device as described in claim 1 or 2, wherein the collection unit, the survey form presentation unit, the acquisition unit, and the analysis unit are operated for each of a plurality of users who are currently performing the specific task, and the display unit generates and displays a journey map that chronologically summarizes the behavior and psychology of the plurality of users analyzed by the analysis unit.

4. A user survey method in which, while a user is performing a specific task, a processor of a user survey device collects behavioral data representing the behavior the user is performing and biometric data quantitatively representing the user's state, presents the user with a survey form including questions to survey the user's state of mind based on the values ​​of the collected behavioral data and biometric data, obtains the user's responses to the survey form, and after obtaining the response results, the processor of the user survey device analyzes the user's behavior and state of mind by analyzing the obtained response results and the user's behavioral data and biometric data collected when answering the survey form, and presents the analyzed user's behavior and state of mind in chronological order to a designer of the specific task.

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