Sankey Diagram Interface for Customer Journey Data Analysis
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Solution Overview
Problem
Current visualization tools for tracking customer interactions and sales trends are cumbersome, difficult to interpret, and fail to account for time and hierarchical relationships, leading to delayed analysis and missed opportunities for companies to respond to market trends.
Innovation Solution
A system and method for generating a Sankey diagram-based User Interface that dynamically presents mined customer data, allowing for intuitive analysis and contextual inquiries, with real-time data updates and interactive features to emphasize selected paths and nodes, enabling granular drilling and focus adjustments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional visualization tools are used to track customer interactions, then data can be displayed in tables and graphs, but the tools are cumbersome and difficult to interpret, requiring significant individual analysis and time
Solution Approach 1:
The patent segments customer interaction data into distinct visual elements within the Sankey diagram, including nodes for different interaction types (email, phone, in-person), temporal markers, and hierarchical categories. This segmentation transforms complex tabular data into discrete, easily interpretable visual components that can be quickly processed by users without requiring extensive analysis time.
Solution Approach 2:
The patent transitions from traditional two-dimensional table and graph representations to a multi-dimensional Sankey diagram that incorporates temporal dimensions (time stamps, chronological ordering), hierarchical dimensions (customer segments, interaction types), and spatial dimensions (flow paths, node positions). This dimensional transformation enables simultaneous display of multiple data relationships in a single visual framework, dramatically improving interpretation speed.
2Loss of information
If data is presented in traditional tables and graphs, then raw data can be displayed, but time relationships and hierarchical relationships are not acknowledged, leading to missed opportunities
Solution Approach 1:
The patent performs preliminary organization of data before visualization by pre-sorting customer interactions chronologically, pre-grouping them into hierarchical categories (e.g., communication channels, interaction types), and pre-establishing temporal relationships. This preliminary structuring is encoded directly into the Sankey diagram's visual architecture, allowing users to immediately perceive time relationships and hierarchical structures without needing to perform separate analysis steps.
Solution Approach 2:
The patent introduces temporal markers and hierarchical labels as intermediary elements within the Sankey diagram that mediate between raw data and user interpretation. These intermediaries explicitly annotate time relationships (e.g., sequence of interactions, time gaps) and hierarchical relationships (e.g., customer segments, interaction categories), making them visible and immediately recognizable to users, thereby eliminating the need for separate temporal and hierarchical analysis.
3Loss of time
If analysis is performed after a sale is completed, then data can be reviewed and categorized, but there is lag time that hinders quick response to market trends
Solution Approach 1:
The patent implements continuous data processing and real-time visualization updates that operate concurrently with customer interactions rather than sequentially after sales complete. The system continuously captures interaction data, processes it through the Sankey diagram's visual processing engine, and updates the visualization in real-time, eliminating the lag between data generation and analysis. This continuous operation enables immediate detection of trend changes and rapid business response.
Solution Approach 2:
The patent performs preliminary data processing and visualization generation as interactions occur, rather than waiting for sales to complete. The system pre-processes interaction data into the Sankey diagram format in real-time, preparing visual representations before business decisions are needed. This preliminary visual preparation eliminates the traditional post-sale analysis delay and enables proactive trend response.
4Adaptability or versatility
If known visualization tools are used, then data can be displayed, but they do not acknowledge time relationships or hierarchical relationships, requiring translation to different tools for further analysis
Solution Approach 1:
The patent designs the Sankey diagram visualization to serve multiple analytical functions simultaneously: it displays temporal relationships through chronological node ordering and time stamps, hierarchical relationships through nested categories and segmented flow paths, and quantitative data through flow widths and node labels. This multi-functional design eliminates the need to switch between different visualization tools for different analysis types, as all required analyses are available within a single unified interface.
Solution Approach 2:
The patent merges previously separate analysis functions (temporal analysis, hierarchical analysis, quantitative analysis) into a single integrated Sankey diagram visualization. By combining these functions into one tool, the patent eliminates the time-consuming process of translating data between different visualization tools and enables users to perform all required analyses simultaneously in a single interface.
Data Source
AI summary
Methods and systems of the present disclosure provide techniques for selecting displayed data in a Customer Journey diagram as eligible for one of presentation of contextual data and analysis. The methods may further include analysis or presentation of the selected displayed data in a manner that maximizes the comprehensibility of the data. The techniques for selecting displayed data as eligible for presentation or analysis include at least one of: increasing the visibility of a selected path; selecting, or multi-selecting, paths and/or Nodes for analysis; rendering contextual data from a Customer Journey diagram according to a point of click; providing additional methods for presentation of contextual data or action options; providing granular drilling information regarding a Customer Journey on demand; and dynamically adjusting a point of focus according to a diagram selection.