Patent Issued for Method and system for optimizing dynamic user experience applications (USPTO 11550565): State Farm Mutual Automobile Insurance Company
2023 JAN 30 (NewsRx) -- By a
The assignee for this patent, patent number 11550565, is
Reporters obtained the following quote from the background information supplied by the inventors: “Typically, an organization may offer a number of computer implemented applications (e.g., web applications, mobile applications, and/or desktop software applications) via which users (e.g., the organization’s customers, clients, and/or employees) may interact with the organization and its offered services and/or products. For example, the organization may be a financial services entity, and may offer an application via which a user may apply for a credit card, mortgage, or another financial product. Generally, such an application may include one or more user interfaces (UI) deliverable to a client device (e.g., smartphone, desktop, or laptop computer) via which the user may, for example, provide personal information relevant to acquiring the product or service.
“With regard to applications, is it important for the organization to provide a satisfactory and consistent user experience (UX) for the users within one application, and/or across multiple applications offered by the organization. In this context, “user experience” may generally refer to the systems and methods via which one or more users may interact with an application, and the UX may include one or more user interfaces (UI, e.g., web form, audio interface, SMS interface, etc.) via which the application may present information to users and/or receive user input to engage with a product or service.
“Methods and systems of generating and delivering applications (and consequently, the applications themselves) may be affected by a number of challenges that may negatively affect UX for users of one or more applications offered by the organization. In particular, an application user base (i.e., the collective users accessing one or more applications) may be diverse in their UX preferences-in other words, different user experiences may suit some users better than other users. For example, while some users may feel comfortable and proficient entering providing personal information via a web form, other users may find more comfort (e.g., security) and/or proficiency in providing the same information vocally via an audio prompt (e.g., a voice call to a cellular phone). Reduced user satisfaction with a UX may negatively impact the size and reach of the user base interacting with one or more applications.
“Conventionally, an organization offering one or more applications may be unable to quickly and effectively modify significant aspects of a UX (e.g., beyond simple cosmetic variations such as color schemes, etc.) within an application. Moreover, any modification implemented to an application UX may be monolithic, in that the UX modification is delivered to all users, which may negatively impact users who were satisfied with the UX prior to the modification. Furthermore, even if a UX modification to one application may be satisfactory to a user base, it may be time consuming and costly to implement same or similar UX modifications to other applications offered by the organization. Consequently, it may be difficult to maintain consistent UX, application programming interfaces (APIs)s, data schemas, and general “look-and-feel” across multiple applications offered by the organization, while at the same time delivering satisfactory and effective experiences to diverse users of the applications.”
In addition to obtaining background information on this patent, NewsRx editors also obtained the inventors’ summary information for this patent: “The present embodiments may generally relate to techniques for generating and modifying dynamic user experience (UX) applications, the techniques allowing an organization to personalize user experiences to individual users, as well as easily propagate changes to applications across multiple applications potentially offered by the organization.
“An application may be associated with an application execution workflow or “path” (e.g., a process of applying for a credit card) requiring interaction between a system hosting the application and a client device accessing the application to acquire a product or service. The workflow may correspond to a plurality of discrete “steps” (e.g., a step of providing/obtaining a particular element of information, a step for verifying information, a step for acknowledging a privacy notice, and/or other steps). For each step, a plurality of application components (e.g., user interface elements such as a web form or SMS message) may be generated, wherein each component may be equally (and individually) capable of enabling completion of the step. To complete a step, an application may provide a particular component to a client device of a user, and the application may monitor client interaction with the component to determine efficacy of the application (e.g., efficacy of the particular component, step, or workflow), by analyzing the user’s comfort and/or proficiency in engaging with the component, the user’s ability to provide a valid response to a prompt (e.g., request for information) included in the component, and/or other implicit or explicit feedback provided via the user or the client device.
“Based upon the feedback, various modifications may be automatically or manually made to applications, including but not limited to (i) the particular component, (ii) another application component, (iii) the step associated with the component, (iv) an arrangement of steps (e.g., order of steps, addition of a step, subtraction of a step, or dependency between steps) in the workflow (or another application), and/or (iv) an “application delivery profile” associated with a user.
“The systems and methods described herein may enable an organization to modify (or “optimize”) user experiences quickly within dynamic (UX) applications, and further to customize UX modifications to each individual user interacting with the one or more dynamic UX applications based upon learned user preferences and/or tendencies, hence improving user satisfaction and engagement with the one or more dynamic UX applications offered by the organization.
“In one embodiment computer-implemented method may be provided for determining an efficacy of a dynamic user experience application operating at a client device. The method may include (1) identifying, via a remote computing system, a plurality of application components deliverable within the application, wherein each of the plurality of application components is associated with execution of a same step in an active execution path of the application, (2) identifying, at the remote computing system, from the plurality of application components, a particular component to execute at the client device to perform the step, based upon an application delivery profile associated with the client device or a user of the client device, (3) providing, via the remote computing system, the particular component to the client device, (4) detecting, via the remote computing system, an interaction with the provided component via the client device, and/or (5) determining, at the remote computing system, an efficacy of the application, based at least in part upon the detected interaction. The method may include additional, fewer, or alternate actions, including those described herein.”
The claims supplied by the inventors are:
“1. A computer-implemented method for providing a dynamic user experience application executing on a client device, the method comprising: identifying, at a remote computing system, a plurality of application components deliverable within the dynamic user experience application, wherein each component of the plurality of application components is associated with execution of a same step in a workflow of the dynamic user experience application; identifying, at the remote computing system and based at least in part on an application delivery profile associated with a user of the client device, a particular component of the plurality of application components to execute at the client device to perform the same step; providing, by the remote computing system, the particular component to the client device; detecting, at the remote computing system, an interaction with the particular component via the client device; determining, at the remote computing system, an efficacy of the dynamic user experience application, based at least in part on the interaction; modifying, by the remote computing system and based on the efficacy, the workflow associated with the same step, wherein the efficacy is indicative of at least one of: an amount of time required by the user to complete the same step, or a likelihood of the user completing the same step; and providing, by the remote computing system, the modified workflow to an electronic device.
“2. The computer-implemented method of claim 1, wherein the particular component comprises one or more interactive user interfaces usable on the client device to provide information associated with the same step.
“3. The computer-implemented method of claim 1, further comprising modifying, via the remote computing system, based on the efficacy, the application delivery profile associated with the user or the client device of the user.
“4. The computer-implemented method of claim 1, wherein determining the efficacy comprises determining an indication of a time to respond to a prompt included in the particular component.
“5. The computer-implemented method of claim 1, wherein determining the efficacy comprises: receiving, at the remote computing system, at least one of (i) imaging data captured via the client device or (ii) audio data captured via the client device; and performing, via the remote computing system, at least one of (i) a facial analysis based on the imaging data, or (ii) a voice analysis based on the audio data.
“6. The computer-implemented method of claim 1, wherein the application delivery profile is a first profile, and wherein the method further comprises: identifying, via the remote computing system, a second profile similar to the first profile, wherein the second profile is associated with one or more other client devices of other users of the dynamic user experience application; and modifying, via the remote computing system, the second profile, based on the efficacy.
“7. The computer-implemented method of claim 1, further comprising modifying, via the remote computing system, the particular component based on the efficacy.
“8. The computer-implemented method of claim 1, wherein detecting the interaction comprises receiving data from the client device provided in response to a prompt in the particular component, and wherein determining the efficacy comprises determining a validity of the data.
“9. The computer-implemented method of claim 1, wherein the electronic device comprises the client device.
“10. The computer-implemented method of claim 1, wherein the modification comprises one or more of an addition of a step to the workflow, a removal of the same step, a modification of an order of steps in the workflow, and a modification of dependency between steps in the workflow.
“11. The computer-implemented method of claim 1, wherein determining the efficacy comprises determining a lack of response to a prompt included in the particular component.
“12. The computer-implemented method of claim 1, wherein the efficacy is determined based at least in part on a survey indicative of user satisfaction received from the client device.
“13. A computing system configured to provide a dynamic user experience application operating at a client device, the computing system comprising: one or more processors; and one or more memories storing computer-executable instructions that, when executed by the one or more processors, cause the computing system to: identify a plurality of application components deliverable within the dynamic user experience application, wherein each component of the plurality of application components is associated with execution of a same step in a workflow of the dynamic user experience application; identify, based at least in part on an application delivery profile associated with a user of the client device, a particular component of the plurality of application components to execute to perform the same step; provide the particular component to the client device; detect an interaction with the particular component via the client device; determine an efficacy of the dynamic user experience application, based at least in part on the interaction; modify the workflow associated with the same step, based at least in part on the efficacy, wherein the efficacy is indicative of at least one of: an amount of time required by the user to complete the same step, or a likelihood of the user completing the same step; and provide the modified workflow to an electronic device.
“14. The computing system of claim 13, wherein the particular component comprises one or more interactive user interfaces usable on the client device to provide information associated with the same step.
“15. The computing system of claim 13, wherein the one or more memories store additional computer-executable instructions that, when executed by the one or more processors, cause the computing system to: determine an indication of a time to respond to a prompt included in the particular component.
“16. The computing system of claim 13, the one or more memories storing additional computer-executable instructions that, when executed by the one or more processors, cause the computing system to: receive at least one of (i) imaging data captured via the client device or (ii) audio data captured via the client device; and perform at least one of (i) a facial analysis based on the imaging data, or (ii) a voice analysis based on the audio data.
“17. The computing system of claim 13, wherein the application delivery profile is a first profile, and wherein the computer-executable instructions, when executed by the one or more processors, further cause the computing system to: identify a second profile similar to the first profile, wherein the second profile is associated with one or more other client devices of other users of the dynamic user experience application; and modify the second profile based upon the efficacy.
“18. The computing system of claim 13, wherein the computer-executable instructions, when executed by the one or more processors, further cause the computing system to modify the particular component based on the efficacy.
“19. The computing system of claim 13, wherein the dynamic user experience application is a first dynamic user experience application, and the computer-executable instructions, when executed by the one or more processors, further cause the computing system to provide the modified workflow to a second dynamic user experience application containing the same step.
“20. A non-transitory computer readable medium containing instructions that, when executed, cause a computing device to: identify a plurality of application components deliverable within a dynamic user experience application, wherein each component of the plurality of application components is associated with execution of a same step in a workflow of the dynamic user experience application; identify, based at least in part on an application delivery profile associated with a user of a client device, a particular component of the plurality of application components to execute to perform the same step; provide the particular component to the client device; detect an interaction with the particular component; determine an efficacy of the dynamic user experience application, based at least in part on the interaction; modify the workflow associated with the same step, based at least in part on the efficacy, wherein the efficacy is indicative of at least one of: an amount of time required by the user to complete the same step, or a likelihood of the user completing the same step; and provide the modified workflow to an electronic device.”
For more information, see this patent: Kalmes, Dan. Method and system for optimizing dynamic user experience applications.
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