Visual Customer Journey Definition for Conditional Order Submission
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Solution Overview
Problem
Existing technologies face challenges in effectively applying visual programming to specialized domains, such as digital information presentation, where customer context across channels is often disjointed, leading to inconsistent customer experiences and inefficient use of resources.
Innovation Solution
A computer-implemented method that allows users to define customer journeys visually using a graphical user interface, enabling the creation of multi-channel customer journeys with personalized interactions and improved budget efficiency through automated audience segmentation and retargeting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If visual programming is applied to specialized domains like digital information presentation, then ease of operation is improved, but device complexity increases due to specialized requirements and domain-specific constraints
Solution Approach 1:
The system segments the customer journey definition into discrete visual nodes representing different channels and touchpoints. Each node can be independently configured and connected to form comprehensive multi-channel journeys, making the complex domain-specific requirements manageable through modular visual components
Solution Approach 2:
The visual programming platform provides universal tools that can be applied across multiple specialized domains including digital advertising, customer experience management, and marketing automation. The same visual interface handles diverse domain-specific requirements through configurable parameters and domain-adapted node types
2Device complexity
If traditional forms and spreadsheets are used for order specification, then device complexity is reduced, but ease of operation deteriorates making them difficult for non-specialists to use
Solution Approach 1:
The system replaces traditional mechanical interfaces like forms and spreadsheets with a visual programming interface using drag-and-drop nodes and connections. This substitution maintains simplicity while dramatically improving usability for non-specialists through intuitive graphical manipulation instead of complex data entry
Solution Approach 2:
The visual programming platform acts as an intermediary layer between non-specialist users and the complex underlying systems. It translates simple visual definitions into executable orders and customer journey configurations, shielding users from complexity while enabling powerful functionality
3Device complexity
If customer journeys are defined at the campaign level with uniform treatment of all audiences, then device complexity is reduced, but loss of information increases due to lack of customer context and personalization
Solution Approach 1:
The system enables local quality by allowing different customer segments to receive customized treatments within the same customer journey. Each node can be configured with specific conditions and actions tailored to particular audience segments, preserving customer context and enabling personalization without requiring entirely separate journey definitions for each segment
Data Source
AI summary
A host computer is programmed to receive input specifying definitions of two or more stages, each of the stages representing an attribute of one or more end-user profiles that have undertaken one or more interactions, using computing devices associated with the end-user profiles, with one or more networked computers. For each stage, the user computer can interoperate with a graphical user interface comprising a virtual canvas, a palette comprising a plurality of different graphical icons each representing at least an entry condition and an activation order for digital presentation of information. Visual selection and dragging operations can move copies of an entry condition icon and an activation icon from the palette to the virtual canvas. An entry condition icon is defined using rules to match one or more subsets of the end-user profiles and one or more subsets of the interactions. An activation icon has order attributes order for the digital presentation of information. Based on a visual definition of a stage, the host computer can automatically form and transmit, to one or more digital presentation channels, a particular activation order to execute the digital presentation of information to the one or more subsets of the end-user profiles based on the one or more order attributes.