Digital Service Scoring via Weighted Benchmark Segmentation
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Solution Overview
Problem
Conventional scoring mechanisms for digital services, such as digital banking, are biased and unreliable, making it difficult for customers to choose the best service and for providers to understand customer needs, leading to inadequate improvements and security concerns, especially regarding user anonymity.
Innovation Solution
A system and method that define user-centric benchmarks for digital service categories, allowing users to select importance options and assign weight values, processing responses to determine relationships and calculate a weighted digital service score, ensuring unbiased and accurate evaluation.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If conventional scoring mechanisms are used for digital services, then the implementation is simple, but the scores are biased and unreliable
Solution Approach 1:
The evaluation system is segmented into multiple independent benchmarks covering different service categories (e.g., account management, loan services, digital channels). Each benchmark is evaluated separately with specific weightages, allowing precise measurement of individual aspects while maintaining overall system manageability.
Solution Approach 2:
The system changes parameters by introducing weighted benchmarks instead of uniform scoring. Different service categories and functionalities are assigned varying weightages based on their importance to customers, transforming the scoring mechanism from simple equal-weighted evaluation to a nuanced parameter-based assessment that improves reliability.
2Loss of information
If user feedback is collected for scoring, then customer needs insight is improved, but data security and anonymity concerns arise
Solution Approach 1:
The system uses an intermediary approach by collecting feedback through structured benchmarks rather than direct personal inquiries. The evaluation framework acts as a mediator that captures customer needs information while maintaining anonymity, as users respond to standardized service category assessments without revealing personal identities or sensitive data.
Solution Approach 2:
Instead of collecting direct personal user data, the system uses copied or aggregated feedback patterns from multiple users responding to standardized benchmarks. This allows gathering comprehensive customer needs information while working with generalized data patterns rather than individual sensitive information, reducing security risks.
3Measurement precision
If comprehensive benchmarks are defined for all service categories, then evaluation accuracy is improved, but system complexity increases
Solution Approach 1:
The comprehensive evaluation is segmented into distinct service categories (account management, loan services, digital channels, etc.), each with specific benchmarks. This segmentation allows the system to maintain high evaluation accuracy across all areas while managing complexity through modular organization of benchmarks and weightages.
Solution Approach 2:
The benchmark framework is designed with universal applicability across different digital service types and providers. The same structured approach with service categories and benchmarks can be applied universally to evaluate various digital banking services, reducing the complexity of creating custom evaluation systems for each provider while maintaining comprehensive assessment accuracy.
Data Source
AI summary
Disclosed is a method for evaluating a digital service. The method comprises defining, via processor, benchmarks for plurality of service categories; defining, via the processor, at least two options for each of the benchmarks; defining, via the processor, a weight value for each of the at least two options; receiving, via the processor, responses in the form of selection of one of the at least two options; calculating, via the processor, a weighted total value for each benchmark; determining, via the processor, if a particular functionality related with one of the benchmarks is available; assigning, via the processor, a benchmark value to each benchmark equal to the calculated weighted total value for the corresponding benchmark of the benchmarks if the particular functionality is available; and calculating, via the processor, a digital service score based on a sum of the assigned benchmark values and a sum of the weighted total value.