Browse Prior Art Database

Method and Process For Capturing, Organizing, Analyzing, and Applying User Experience Information

IP.com Disclosure Number: IPCOM000022354D
Original Publication Date: 2004-Mar-10
Included in the Prior Art Database: 2004-Mar-10
Document File: 2 page(s) / 35K

Publishing Venue

IBM

Abstract

Method and process for capturing, organizing, analyzing, and applying software user experience information

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 51% of the total text.

Page 1 of 2

Method and Process For Capturing, Organizing, Analyzing, and Applying User Experience Information

Disclosed is a centralized method for capturing, organizing, analyzing, and applying user experience information from diverse sources to improve software products and to enhance the overall customer and user experience.

User experience information means information relating to all aspects of a user's experience, from selecting, purchasing, installing, and using a solution to obtaining service and maintenance.

User experience information is available from customers and from employees of the company who sells the products, but it is not always captured completely or consistently. Frequently, it remains in people's heads, or it ends up in many disconnected documents and databases with different formats. What is more, even when this information is gathered in any manner, it is not categorized by the characteristics that would be most helpful for to improving future releases of software. This information can be available from employees in many different disciplines, including:

Support groups (help desk, technical support, change teams, etc.): e.g., via the nature of their everyday jobs responding to user problems Development, information development and test groups: e.g., via beta test results/forums and customer involvement programs and visits Human-computer interaction groups: e.g., via user interviews, such as interaction design interviews

This invention clarifies how to not only aggregate this information, but to tie it to geographical locations in order to most effectively leverage the data obtained. If this customer data were to be captured and organized in a centralized manner, it could be analyzed and applied to improve products to truly meet user goals. Right now, the vast majority of this potentially valuable information is being lost in a maze (not everyone knows about all the various locations where it exists, and even if they did, it would be "information overload" to read thru it all in so many different locations and formats). Further, some information exists only in people's heads (it has never been written down). So there is no way to analyze it as a whole to see potential patterns in the data and connect all the dots. We need to capture the data in a standard way (via a series of well-thought-out Web forms), organize it in a database, analyze it using database and GIS tools, and apply it by making the relevant, analyzed data an invaluable part of the input to product concepts and plans.

Importantly, the CUPRIMDSO rub...