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System for Displaying and Interacting with Attributes of Experience Time and Events in a Customer Queue Setting

IP.com Disclosure Number: IPCOM000239053D
Publication Date: 2014-Oct-06

Publishing Venue

The IP.com Prior Art Database

Abstract

Modern retail processes are becoming heavily data driven. Retailers therefore have a strong interest in numerous customer and store metrics such as queue lengths, experience time in-store and drive-through, specific order timing, order accuracy, and customer response. Event timing is currently established with some manual entry (sale) or “bump bar,” which is commonly being cheated by employees that “bump early”. Many other events are not currently detected at all. New computer vision methods for monitoring customer/employee interactions and queue dynamics will make timing data increasingly available. The present proposal teaches a display system for displaying to a viewer attributes of experience time in a customer queue setting. A key example of the system is a dashboard for monitoring queue time in a customer line, where selecting elements of the dashboard accesses associated timing statistics for display to the user.

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System for Displaying and Interacting with Attributes of Experience Time and Events in a Customer Queue Setting

Modern retail processes are becoming heavily data driven.  Retailers therefore have a strong interest in numerous customer and store metrics such as queue lengths, experience time in-store and drive-through, specific order timing, order accuracy, and customer response. Event timing is currently established with some manual entry (sale) or “bump bar,” which is commonly being cheated by employees that “bump early”. Many other events are not currently detected at all. New computer vision methods for monitoring customer/employee interactions and queue dynamics will make timing data increasingly available.  The present proposal teaches a display system for displaying to a viewer attributes of experience time in a customer queue setting. A key example of the system is a dashboard for monitoring queue time in a customer line, where selecting elements of the dashboard accesses associated timing statistics for display to the user.

Background

Due to the advances and increased availability of surveillance technology over the past few decades, it has become increasingly common to capture and store video footage of retail settings for the protection of companies, as well as for the security and protection of employees and customers.  However, this data has also been of interest to retail markets for its potential for data-mining and estimating consumer behavior and experience.  Modern retail processes are becoming heavily data driven, and retailers therefore have a strong interest in numerous customer and store metrics such as queue lengths, experience time in-store and drive-through, specific order timing, order accuracy, counts of particular events, and customer response.

Several corporations are patenting retail-setting applications for surveillance video beyond well-known security and safety applications. Several examples include the following.  Reference [5] counts detected people and records the count according to the direction of movement of the people.  References [6-9] are examples of monitoring queues.  Reference [10] monitors groups of people within queues.  Reference [11] shows bar chart displays that indicate counts of people. Reference [12] shows a tabular display of retail transaction logs. Video analytics for a retail setting is a rapidly growing field and the reader can find more general information in Refs. [13-17].

While there are camera control and display systems readily used in retail, the references that we are aware of do not provide a system for the interactive monitoring and analyzing of customer queue dynamics and events.  This idea proposes a “dashboard” interface to present the queue analysis to the user and generally applies to many retailers.

Proposal

General Description

The present disclosure teaches a display system for displaying to a viewer attributes of experience time in a customer queue...