Automated Workflow System for Software Service Utilization
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Solution Overview
Problem
Organizations face challenges in increasing software service usage among users due to lack of awareness, motivation, or understanding, leading to inefficient use and compliance issues, despite upgrades or new features being available.
Innovation Solution
An automated workflow system that informs users of new software services and tracks usage levels, executing additional actions until target usage levels are met, conserving resources by targeting only non-users and allowing customization for organizations or groups.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If in-person training sessions are organized for upgraded software services, then user awareness and understanding improve, but cost and time investment increase significantly
Solution Approach 1:
The patent segments the user base into different groups based on their usage patterns and characteristics. Instead of providing uniform training to all users, the system identifies specific user segments who need additional assistance with the upgraded service, thereby reducing unnecessary training costs while maintaining effective user awareness campaigns.
Solution Approach 2:
The system enables users to self-identify their needs and access relevant training materials autonomously. Through automated workflows, users can opt into training sessions or access help resources based on their own recognition of knowledge gaps, eliminating the need for costly mandatory in-person training for all users.
2Loss of information
If emails or electronic communications are sent to all users about upgraded services, then user awareness increases, but resource efficiency decreases due to targeting non-specific users
Solution Approach 1:
The patent applies local quality by customizing communication content and delivery based on specific user characteristics and behaviors. Different user groups receive tailored messages about upgraded services that are relevant to their roles and usage patterns, making communication resources more efficient while maintaining high awareness levels.
Solution Approach 2:
The system performs preliminary analysis of user data before sending communications. By pre-identifying which users are most likely to benefit from or need information about upgraded services, the system sends targeted emails only to relevant users, avoiding waste of communication resources on users who already understand or don't need the upgrade information.
3Productivity
If automated workflows target all users with additional actions when usage targets are not met, then software service utilization increases, but system complexity and resource consumption increase
Solution Approach 1:
The patent implements partial action by applying additional workflow actions only to the subset of users who have not yet met usage targets, rather than applying the same actions to all users. This selective approach increases software service utilization among non-using users without unnecessarily complicating the system or consuming excessive resources for users who are already compliant.
Solution Approach 2:
The workflow system dynamically adjusts its behavior based on real-time usage data. As users begin to adopt the upgraded service and meet usage targets, the system automatically reduces or stops additional workflow actions for those users, thereby managing system complexity adaptively while maintaining high overall utilization rates.
4Loss of information
If comprehensive training and communication resources are provided to all users, then user understanding of upgraded services improves, but cost effectiveness decreases
Solution Approach 1:
The patent changes the parameters of training and communication delivery based on user characteristics and behavior. Instead of providing uniform comprehensive resources to all users, the system adjusts the type, amount, and delivery method of training materials and communications based on individual user needs, thereby maintaining user understanding while significantly reducing overall costs.
Solution Approach 2:
The system implements feedback loops that monitor user understanding and usage of upgraded services. Based on this feedback, the system dynamically adjusts training and communication resources, providing additional materials only to users who demonstrate lack of understanding or usage, thereby optimizing cost effectiveness while maintaining adequate user comprehension.
Data Source
AI summary
Systems and methods for increasing usage for a software service. One example system includes a database storing workflow data for the service, user profile data for a plurality of users, and service usage data for the users; and an electronic processor. The electronic processor is configured to determine a target user engagement level for the service. The electronic processor is configured to retrieve from the database based on the service, a first workflow action, and to execute the first workflow action for the plurality of users. The electronic processor is configured to receive, from the service, a usage level for a user of the plurality of users, and to compare the usage level for the user to the target level for the service. The electronic processor is configured to, when the usage level fails to exceed the target, execute an additional workflow action, different from the first, for the user.