Information Processing for Package Delivery Delay Engagement

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Solution Overview

Problem

Existing package delivery technologies do not address the stress experienced by customers due to delivery delays.

Innovation Solution

An information processing apparatus provides a terminal device owned by the customer with viewable content during package delivery delays, along with incentives and the ability to postpone delivery times.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If package delivery is delayed beyond scheduled time, then delivery completion time increases, but customer stress increases and service quality deteriorates

Engineering Contradiction:

Improvedelivery reliabilityVSAvoidcustomer stress

Core Design Contradiction:

ReliabilityVSObject-affected harmful factors

Solution Approach 1:

The patent converts the harmful effect of delivery delay into a beneficial experience by providing free viewable content during the delay period. Instead of merely penalizing the delay, the system offers entertainment content (videos, images, music) to customers whose packages are delayed, transforming the negative waiting experience into a potentially enjoyable one. This approach maintains service reliability while eliminating customer stress during delays.

Inventive Principle:

Principle #22Blessing in disguise (Convert harm into benefit)

Solution Approach 2:

The patent introduces an intermediary element (viewable content) between the delivery delay and the customer experience. Rather than allowing the delay to directly impact customer satisfaction, the system mediates this relationship by providing content that occupies and engages the customer during the waiting period, thereby reducing the perceived negative impact of the delay.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Reliability

If service points are awarded for delivery delays, then customer compensation is provided, but customer stress during delay period is not reduced

Engineering Contradiction:

Improveservice qualityVSAvoidcustomer stress during delay

Core Design Contradiction:

ReliabilityVSObject-affected harmful factors

Solution Approach 1:

The patent applies preliminary action by providing viewable content to customers before the delivery is actually completed, during the delay period itself. Rather than waiting until delivery is complete to offer compensation, the system proactively engages customers with content during the waiting period, preventing stress accumulation rather than merely compensating for it afterward.

Inventive Principle:

Principle #10Preliminary action

3Loss of information

If delivery monitoring is implemented, then delivery status is tracked, but no measures are taken to reduce customer stress during delays

Engineering Contradiction:

Improvedelivery status informationVSAvoidcustomer stress

Core Design Contradiction:

Loss of informationVSObject-affected harmful factors

Solution Approach 1:

The patent merges two functions: delivery status monitoring and customer engagement. The system combines the information already being collected about delivery status with an additional function of providing viewable content during delays. This integration allows the system to use existing monitoring data to trigger stress-reduction measures, creating a unified system that both tracks and mitigates delay impacts.

Inventive Principle:

Principle #5Merging (Combining)

Data Source

PatentUS20250245608A1Information processing apparatus, information processing method, and non-transitory computer readable medium

Publication Date: 2025.07.31 TOYOTA JIDOSHA KK

AI summary

An information processing apparatus includes a controller configured to, in a case in which delivery of a package to a designated delivery point is not completed by a scheduled delivery time, provide a terminal apparatus owned by a customer who has ordered the package with a content that is set to be viewable by the customer, during delay time from the scheduled delivery time to a delivery completion time, at which the delivery of the package is completed.