Digital Experience Diagnostics for Real-Time Struggle Detection

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Solution Overview

Problem

Existing methods for detecting user struggles with digital experiences are expensive, slow, and time-consuming, and providers struggle to identify issues in a timely and effective manner.

Innovation Solution

A diagnostic platform that uses behavior science and technology to identify user struggles through metrics and large language models, detecting forced, knowledge, and deferred struggles, and remediating issues by designing and building solutions.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If traditional customer feedback surveys, interviews, or user experience testing are used to detect user struggles, then detection accuracy is improved, but detection speed and time efficiency deteriorate

Engineering Contradiction:

Improvestruggle detection accuracyVSAvoiddetection time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The patent replaces traditional mechanical research methods (surveys, interviews, usability testing) with an automated digital system that monitors user interactions with applications and websites. The system uses technology to automatically detect struggle events by analyzing user behavior data, eliminating the need for manual research processes while maintaining detection accuracy.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The patent introduces an intermediary diagnostic platform that sits between users and application providers. This platform automatically collects and analyzes user interaction data, serving as a mediator that translates raw user behavior into actionable insights about struggle events, thereby eliminating the time-consuming direct interaction between researchers and users.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Loss of information

If traditional customer feedback methods are used to identify application issues, then comprehensive problem understanding is improved, but cost and time consumption worsen

Engineering Contradiction:

Improveproblem understanding completenessVSAvoiddetection cost

Core Design Contradiction:

Loss of informationVSLoss of energy

Solution Approach 1:

The patent enables the system to self-diagnose application issues by automatically monitoring and analyzing user interaction data. The diagnostic platform independently identifies struggle events and their root causes without requiring external research teams to conduct surveys or interviews, thereby reducing costs while maintaining comprehensive problem understanding.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The patent replaces expensive manual research processes with an automated digital diagnostic system that continuously monitors user interactions. This substitution eliminates the need for human researchers to conduct time-consuming studies while providing comprehensive insights into application problems through automated data analysis.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

3Speed

If real-time struggle detection is implemented using automated monitoring, then detection speed is improved, but system complexity increases

Engineering Contradiction:

Improvestruggle detection speedVSAvoiddetection system complexity

Core Design Contradiction:

SpeedVSDevice complexity

Solution Approach 1:

The patent creates a universal diagnostic platform that can detect multiple types of struggle events across different applications and websites through a single system. This multi-functional approach achieves real-time detection speed while managing complexity by consolidating various detection capabilities into one integrated platform rather than requiring separate systems for each application.

Inventive Principle:

Principle #6Universality (Multi-functionality)

4Measurement precision

If comprehensive user interaction monitoring is performed to detect all struggle types, then detection coverage is improved, but data processing complexity increases

Engineering Contradiction:

Improvestruggle detection coverageVSAvoiddata processing complexity

Core Design Contradiction:

Measurement precisionVSDevice complexity

Solution Approach 1:

The patent segments the detection process into distinct components that handle different types of struggle events (forced struggles, knowledge struggles, deferred struggles). Each segment processes specific aspects of user interactions, which reduces overall data processing complexity while maintaining comprehensive detection coverage through the coordinated work of multiple specialized modules.

Inventive Principle:

Principle #1Segmentation

Data Source

PatentUS12602307B2Root cause detection of struggle events with digital experiences and responses thereto

Publication Date: 2026.04.14 U S BANCORP NAT ASSOC

AI summary

A diagnostic platform is configured to identify friction with a technology product or digital experience. The platform can be configured to improve the functioning of the digital experience by identifying requests from a user device (e.g., indicative of user input received at a user device) indicative of the user struggling with an aspect of the digital experience provided by a server. A friction associated with the struggling is then identified and remediated.