`
`I IIIII IIIIIIII III IllIfIll1J1811,111,!11,11 IIII 1111
`
`(12) United States Patent
`Finkelstein et al.
`
`(10) Patent No.:
`(45) Date of Patent:
`
`US 8,886,552 B2
`Nov. 11, 2014
`
`(54)
`
`METHOD AND SYSTEM FOR ONLINE USER
`FEEDBACK ON WEBSITES AND SOFTWARE
`
`(56)
`
`References Cited
`
`U.S. PATENT DOCUMENTS
`
`(75)
`
`Inventors: Ariel Finkelstein, Zichron Yaakov (IL);
`Eran Savir, Hod Hasharon (IL); Eylon
`Steiner, Ra'anana (IL)
`
`(73)
`
`Assignee: Kampyle Ltd., Ramat Gan (IL)
`
`* )
`
`Notice:
`
`Subject to any disclaimer, the term of this
`patent is extended or adjusted under 35
`U.S.C. 154(b) by 29 days.
`
`(21)
`
`Appl. No.:
`
`13/001,951
`
`(22)
`
`PCT Filed:
`
`Jul. 7, 2010
`
`(86)
`
`PCT No.:
`
`PCT/IL2010/000543
`
`§ 371 (c)(1),
`(2), (4) Date:
`
`Dec. 29, 2010
`
`(87)
`
`PCT Pub. No.: WO2011/004368
`
`PCT Pub. Date: Jan. 13, 2011
`
`(65)
`
`Prior Publication Data
`
`US 2012/0123823 Al May 17, 2012
`
`Related U.S. Application Data
`
`(60)
`
`Provisional application No. 61/270,369, filed on Jul. 7,
`2009.
`
`5,566,291 A * 10/1996 Boulton et al.
`6,421,724 B1
`7/2002 Nickerson et al.
`6,606,581 B1
`8/2003 Nickerson et al.
`6,785,717 B1
`8/2004 Nickerson et al.
`6,928,392 B2
`8/2005 Nickerson et al.
`7,085,820 B1
`8/2006 Nickerson et al.
`7,370,285 B1
`5/2008 Nickerson et al.
`7,478,121 B1
`1/2009 Nickerson et al.
`2004/0030697 Al * 2/2004 Cochran et al.
`2004/0039990 Al * 2/2004 Bakar et al.
`(Continued)
`
`715/709
`
`707/9
`715/505
`
`FOREIGN PATENT DOCUMENTS
`
`1/2011
`WO WO 2011/004368
`OTHER PUBLICATIONS
`
`DeveloperZen "Introducing Kampyle The Next Generation of
`Online Feedback" (http://www.developerzen.com/2008/02/19/intro-
`ducing-kampyle-the-next-generation-of-online-feedback/) Feb. 19,
`2008.*
`
`(Continued)
`
`Primary Examiner — Sujay Koneru
`(74) Attorney, Agent, or Firm Vladimir Sherman;
`Professional Patent Solutions
`
`ABSTRACT
`(57)
`A system for collecting and analyzing structured user feed-
`back on websites, the system including website user struc-
`tured feedback form generation functionality operative to
`generate structured feedback forms for providing website
`user feedback on website user interaction with a website-
`based process and website user feedback analyzing function-
`ality operative to automatically collect and analyze website
`user feedback entered in the structured feedback forms and to
`provide at least one analysis report based on feedback from a
`multiplicity of website users.
`
`19 Claims, 16 Drawing Sheets
`
`(51)
`
`(52)
`
`(58)
`
`Int. Cl.
`G06Q 10/00
`G06Q 30/00
`U.S. Cl.
`USPC
`Field of Classification Search
`USPC
`
`
`(2012.01)
`(2012.01)
`
`705/7.32; 705/7.29
`
`705/7.11-7.42
`See application file for complete search history.
`
`USER BROWSES WEBSITE
`
`USER INITIATES BUSINESS TRANSACTION PROCESS ON WEBSTE
`
`USER ENCOUNTERS DIFRCULTES IN COMPLETING
`TRANSACTION PROCESS
`
`USER ABANDONS TRANSACTION
`
`SYSTEM PROMPTS USER TO ENTER FEEDBACK
`
`SYSTEM DISPLAYS STRUCTURED FEEDBACK FORM
`
`USER CHOOSES RELEVANT FEEDBACK CATEGORY
`
`SYSTEM DISPLAYS UST OF FEEDBACK SUBCATEGORIES
`
`USER SELECTS SUBCATEGORY
`
`USER SUBMITS RELEVANT FEEDBACK ON PROCESS
`
`USER SUBMITS CONTACT INFORMATION
`
`SYSTEM RECORDS USER FEEDBACK
`
`DISPLAYS AGGREGATED USER FEEDBACK ON
`PROCESS TO WEBSITE ADMINISTRATOR
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`US 8,886,552 B2
`Page 2
`
`(56)
`
`References Cited
`
`U.S. PATENT DOCUMENTS
`
`7/2005 Ebert
`2005/0154693 Al
`8/2007
`Kannan et al.
`2007/0198368 Al *
`8/2007
`2007/0198459 Al *
`Boone et al.
`2008/0071602 Al * 3/2008 Ojakaar et al.
`2008/0092060 Al
`4/2008 Berg et al.
`2008/0201206 Al *
`8/2008 Pokorney et al.
`
`2009/0013068 Al *
`2009/0228789 Al *
`
`1/2009 Eaglestone et al.
`9/2009 Brugler et al.
`
` 709/224
` 715/700
`
`OTHER PUBLICATIONS
`
`705/26
`707/1
`705/10
`
`An International Search Report dated Nov. 3, 2010, which issued
`during the prosecution of Applicant's PCT/ILI0/00543.
`
`705/10
`
`* cited by examiner
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 1 of 16
`
`US 8,886,552 B2
`
`-,
`
`,=3 => 0
`
`It ' I AM
`'th I aSearch
`21, rilEC
`a
`Address: http://www.MY-BOOKSTORE.com
`A BOOK 1
`rA BOOK 2
`
`FIG. 1A
`
`Go
`
`$29.99
`$19.99
`
`SUBMIT ORDER
`
`Print ?Help
`0
`
`FEEDBACK
`
`if
`.#) i=> 0 Ill .61 aSearch
`l_lifj[LCI
`Address: http://www.MY—BOOKSTORE.com ®Go
`
`FIG. 1 B
`
`PLEASE WAIT...
`
`FEEDBACK
`
`II I I SAM
`
`FIG. 10
`
`El DE
`c= i=>® ID •th 11r.;•' Search
`Address: http://www.MY—BOOKSTORE.com
`Go
`
`PLEASE WAIT...
`
`FEEDBACK
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 2 of 16
`
`US 8,886,552 B2
`
`Feedback
`
`Flow do you feel about this process?
`
`Om0
`
`FIG. 1 D
`
`(Send Cancel
`
`Feedback
`Flow do you feel about this process?
`
`gsO
`
`What went wrong?
`0 Bugs
`
`%Site content
`
`4C) Suggestions
`
`Select a relevant issue
`Browser not supported Registration/Privacy
`Response time
`Can't log in
`Objectionable Content
`Site content
`
`FIG. 1 E
`
`Feedback
`How do you feel about this process?
`
`(Send Cancel)
`
`EEO
`
`0 Bugs
`
`121Site content
`
`4P Suggestions
`
`Response time
`
`TRANSACTION TAKES TOO LONG
`q SCREEN REFRESHES SLOWLY
`
`FIG. 1 F
`
`Send (Cancel
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 3 of 16
`
`US 8,886,552 B2
`
`Contact Information
`
`Name:
`
`John Smith
`
`Telephone:
`
`(914) 352-8765
`
`Email:
`
`John—smith@smith.com
`
`Address:
`
`2 Main st., Smithtown, CA, USA
`
`FIG. 1 G
`
`IMP
`
`X
`
`(Cancel
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 4 of 16
`
`US 8,886,552 B2
`
`USER BROWSES WEBSITE
`
`FIG. 2
`1
`
`USER INITIATES BUSINESS
`TRANSACTION PROCESS ON WEBSITE
`
`USER ENCOUNTERS DIFFICULTIES IN COMPLETING
`TRANSACTION PROCESS
`
`USER CLICKS ON FEEDBACK BUTTON
`v
`SYSTEM PROVIDES STRUCTURED FEEDBACK FORM TO
`USER
`
`USER CHOOSES RELEVANT FEEDBACK CATEGORY
`
`SYSTEM DISPLAYS LIST OF FEEDBACK
`SUBCATEGORIES
`
`USER SELECTS SUBCATEGORY
`
`USER SUBMITS RELEVANT FEEDBACK
`ON PROCESS
`
`USER SUBMITS CONTACT INFORMATION
`
`SYSTEM RECORDS USER FEEDBACK
`
`SYSTEM DISPLAYS AGGREGATED USER FEEDBACK
`ON PROCESS TO WEBSITE ADMINISTRATOR
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 5 of 16
`
`US 8,886,552 B2
`
`-,
`
`INDIA IS NOT ON
`THE LIST!!
`
`-,
`
`FIG. 3A
`
`<=, i#. 0 a l 1811 ep Search
`— laIX
`Address: http: //www.MY—BOOKSTORE.com RI> Go
`
`FA BOOK 1
`A BOOK 2
`
`$29.99
`$19.99
`
`Print VHelp
`0
`
`I SUBMIT I CANCEL
`
`FIG. 3B
`
`,#, => 0
`a Q.0 rp Search
`17:1 -6X
`Address: http: //www.MY-BOOKSTORE.com 4. Go
`
`Name: Ralb Ghandi
`Street: Canning Road
`City.
`New Delhi
`Country:
`
`Iceland
`Ireland
`Italy
`
`Credit Card:
`4580 234567812322
`
`4.
`
`MI
`
`"
`
`SUBMIT
`
`IC NCELI
`
`FIG. 3C
`
`(*Search
`
`<= => ® 27'
`toii
`Address: http: //www.MY—BOOKSTORE.com 4> Go
`Nor/Your feedback is important to us!
`Stre Would you be willing to give us 2322
`City quick (1 minute) feedback?
`Cou
`No
`Yes
`
`r your helping us
`Thank you
`improve our website
`SUBMIT
`
`CANCEL
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 6 of 16
`
`US 8,886,552 B2
`
`FIG. 3D
`
`Feedback
`Why did you cancel the transaction process?
`Security
`Usability
`4) Suggestions
`Issues
`Issues
`Select a relevant issue
`Browser not supported
`Address form
`Can't log in
`Site content
`
`Send' (Cancel
`FIG. 3E
`eoa
`
`%Site content 4) Suggestions
`
`Feedback
`
`Usability
`mm Issues
`
`Address form
`
`MY COUNTRY IS NOT IN THE LIST OF COUNTRIES
`q ADDRESS FORM DOES NOT ALLOW FOR
`PROVIDING A POST OFFICE BOX
`
`Contact Information
`
`Name:
`
`Ra jib Ghandi
`
`Telephone:
`
`(000) 352-8765
`
`Email:
`
`Rajib—Ghandi handi.com
`
`Address:
`
`Canning Road, New Delhi, India
`
`(Cancel)
`
`FIG. 3F
`pi-ET
`
`end Cancel)
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 7 of 16
`
`US 8,886,552 B2
`
`FIG. 4
`
`USER BROWSES WEBSITE
`V
`USER INITIATES BUSINESS TRANSACTION PROCESS ON WEBSITE
`V
`USER ENCOUNTERS DIFFICULTIES IN COMPLETING
`TRANSACTION PROCESS
`
`USER ABANDONS TRANSACTION
`
`SYSTEM PROMPTS USER TO ENTER FEEDBACK
`
`SYSTEM DISPLAYS STRUCTURED FEEDBACK FORM
`
`USER CHOOSES RELEVANT FEEDBACK CATEGORY
`
`SYSTEM DISPLAYS LIST OF FEEDBACK SUBCATEGORIES
`
`USER SELECTS SUBCATEGORY
`
`USER SUBMITS RELEVANT FEEDBACK ON PROCESS
`V
`USER SUBMITS CONTACT INFORMATION
`
`SYSTEM RECORDS USER FEEDBACK
`
`SYSTEM DISPLAYS AGGREGATED USER FEEDBACK ON
`PROCESS TO WEBSITE ADMINISTRATOR
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 8 of 16
`
`US 8,886,552 B2
`
`I, AM
`
`FIG. 5A
`
`u= x
`Welcome to My Software installation program!
`
`Program Directory: C: \My Software
`
`Back
`
`I Ne\!(
`
`Cancel
`
`FIG. 5B
`
`DELI
`
`PLEASE WAIT...
`
`Back
`
`Next
`
`Cancel
`
`It SAM
`
`FIG. 5C
`
`PLEASE WAIT...
`
`Back
`
`Next
`
`Cancel
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 9 of 16
`
`US 8,886,552 B2
`
`FIG. 5D
`
`X
`
`Your feedback is important to us!
`Would you be willing to give us
`quick (1 minute) feedback?
`No
`ETU
`Ir
`Thank you fors . ur helping us
`improve our software
`
`I -
`
`Feedback
`How do you feel about this
`installation process?
`
`on t® es
`
`9
`
`FIG. 5E
`
`\._
`Feedback
`How do you feel about this
`installation
`rocess?
`
`Send'
`
`Cancel) .)
`
`!!I I :I E3
`
`®o 6
`
`What went wrong?
`CI Concerns
`Select a relevant issue
`
`4C) Suggestions
`
`Registration/Privacy
`Install is slow
`
`FIG. 5F
`
`Send) Cancel
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11,2014
`
`Sheet 10 of 16
`
`US 8,886,552 B2
`
`Feedback
`How do you feel about this
`installation process?
`
`CI
`
`What went wrong?
`& Concerns
`
`4) Suggestions
`
`Install is slow
`
`"MY INSTALLATION IS TAKING TOO LONG!!"
`
`FIG. 5G
`
`S nd (Cancel)
`
`ea©
`
`Contact Information
`John Smith
`
`Name:
`
`Telephone:
`
`(914) 352-8765
`
`Email:
`
`John—smith©smith.com
`
`Address:
`
`2 Main st., Smithtown, CA, USA
`
`Send Cancel
`
`FIG. 5H
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 11 of 16
`
`US 8,886,552 B2
`
`FIG. 6
`USER INITIATES SOFTWARE INSTALLATION
`PROCESS ON COMPUTER
`
`USER ENCOUNTERS DIFFICULTIES IN
`COMPLETING SOFTWARE INSTALLATION PROCESS
`
`USER ABANDONS SOFTWARE INSTALLATION
`
`SYSTEM PROMPTS USER TO ENTER FEEDBACK
`
`SYSTEM DISPLAYS STRUCTURED FEEDBACK FORM
`
`USER CHOOSES RELEVANT FEEDBACK
`CATEGORY
`
`SYSTEM DISPLAYS LIST OF FEEDBACK
`SUBCATEGORIES
`
`USER SELECTS SUBCATEGORY
`
`USER ENTERS AND SUBMITS RELEVANT
`FEEDBACK ON PROCESS
`
`USER SUBMITS CONTACT INFORMA110N
`
`SYSTEM RECORDS USER FEEDBACK
`
`SYSTEM DISPLAYS AGGREGATED USER
`FEEDBACK ON INSTALLATION PROCESS
`TO SOFTWARE VENDOR
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 12 of 16
`
`US 8,886,552 B2
`
`FIG. 7A
`
`F=IFtl-Pil
`
`Welcome to My Software installation program!
`
`Program Directory: C: \My Software
`
`FEEDBACK
`
`Back
`
`I Next
`
`Cancel
`
`FIG. 7B
`
`_ 0 X
`
`Please select installation mode:
`
`f Express
`0 Custom
`
`FEEDBACK
`
`Back
`
`I Next
`
`Cancel
`
`FIG. 7C
`HEI
`
`Installation Failed!
`
`FEEDBACK
`
`Finish
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 13 of 16
`
`US 8,886,552 B2
`
`Feedback
`C
`How do you feel about this
`installation process?
`
`CIIIM 9
`
`e
`
`FIG. 7D
`
`Send)
`
`Cancel
`
`ea©
`® CD 0 e
`
`Feedback
`How do you feel about this
`installation process?
`What went wrong?
`c:f Installation Process
`Select a relevant issue
`Error messages
`Disk space requirements
`Registration/Privacy
`
`4C.) Suggestions
`
`FIG. 7E
`
`Feedback
`How do you feel about this
`installation process?
`What went wrong?
`
`(Send, Cancel
`
`ea©
`
`9 o 0 e
`
`6
`
`Installation Process
`
`4C) Suggestions
`
`Error messages
`2 ERROR MESSAGES ARE NOT CLEAR
`2 ERROR MESSAGES ARE NOT DISPLAYED
`
`FIG. 7F
`
`(Cancel)
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 14 of 16
`
`US 8,886,552 B2
`
`FIG. 7G
`
`CI
`
`Contact Information
`
`Name:
`
`John Smith
`
`Telephone:
`
`(914) 352-8765
`
`Email:
`
`John—smith@smith.corn
`
`Address:
`
`2 Main st., Smithtown, CA, USA
`
`S
`
`Cancel)
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`U.S. Patent
`
`Nov. 11, 2014
`
`Sheet 15 of 16
`
`US 8,886,552 B2
`
`FIG. 8
`
`USER INITIATES INSTALLATION OF SOFTWARE ON
`COMPUTER
`
`INSTALLATION FAILS
`v
`USER CHOOSES TO PROVIDE FEEDBACK
`
`SYSTEM PROMPTS USER TO ENTER RELEVANT
`FEEDBACK IN STRUCTURED FEEDBACK FORM
`V
`USER CHOOSES RELEVANT FEEDBACK CATEGORY
`
`SYSTEM DISPLAYS LIST OF FEEDBACK
`SUBCATEGORIES
`
`USER SELECTS SUBCATEGORY
`
`USER ENTERS AND SUBMITS RELEVANT FEEDBACK
`
`USER SUBMITS CONTACT INFORMATION
`
`SYSTEM RECORDS USER FEEDBACK
`e
`SYSTEM DISPLAYS AGGREGATED USER FEEDBACK
`TO SOFTWARE VENDOR
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`lualud °S n
`
`9-t Jo 91 JamiS
`
`Zll ZSC`988`8 Sf1
`
`"TRANSACTION TAKES TOO LONG"
`
`FEEDBACK BY DATE
`
`WEBSITE ADMINISTRATOR\USER INTERACTION
`
`MODULE
`
`"MY COUNTRY IS NOT IN L ST"
`
`FEEDBACK BY GEOGRAPHY
`
`your Feedback...
`Thank you for
`Your Feedback
`Mike Gold
`
`Comments:
`Subject:
`Reply to:
`
`My Website
`
`From:
`
`‘P 43
`
`x,"\•\‘‘'" F2 4i"
`
`3
`2
`
`t\S
`
`BY CATEGORY
`FEEDBACK
`
`STRUCTURED FEEDBACK
`
`ANALYZER
`
`7
`
`STRUCTURED FEEDBACK
`
`AGGREGATOR
`
`ADMINISTRATOR
`
`
`
`WEBSITE
`
`0
`
`INTERFACE
`INTERACTION
`
`USER
`
`C
`
`INTERNET
`
`STRUCTURED FORMS
`
`L
`
`STRUCTURED FORM
`
`GENERATOR
`
`FIG. 9
`
`COLLECTOON AND ANALYZONG SYSTE
`VI
`
`STRUCTURED USER FEEDBACK
`
`Content Square 1001 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`US 8,886,552 B2
`
`1
`METHOD AND SYSTEM FOR ONLINE USER
`FEEDBACK ON WEBSITES AND SOFTWARE
`
`REFERENCE TO RELATED APPLICATIONS
`
`Reference is made to U.S. Provisional Patent Application
`Ser. No. 61/270,369, filed Jul. 7, 2009 and entitled
`"METHOD AND SYSTEM FOR ONLINE USER FEED-
`BACK ON WEBSITES AND SOFTWARE", the disclosure
`of which is hereby incorporated by reference and priority of
`which is hereby claimed pursuant to 37 CFR 1.78(a) (4) and
`
`FIELD OF THE INVENTION
`
`The present invention relates to systems and methods for
`collecting and using user feedback on websites and software
`installations.
`
`BACKGROUND OF THE INVENTION
`
`The following patent publications are believed to represent
`the current state of the art:
`U.S. Pat. Nos. 6,421,724; 6,606,581; 6,785,717; 6,928,
`392; 7,085,820; 7,370,285 and 7,478,121.
`
`SUMMARY OF THE INVENTION
`
`The present invention seeks to provide improved systems
`and methods for collecting and analyzing user feedback on
`websites and software installations.
`There is thus provided in accordance with a preferred
`embodiment of the present invention a system for collecting
`and analyzing structured user feedback on websites, the sys-
`tem including website user structured feedback form genera-
`tion functionality operative to generate structured feedback
`forms for providing website user feedback on website user
`interaction with a website-based process and website user
`feedback analyzing functionality operative to automatically
`collect and analyze website user feedback entered in the
`structured feedback forms and to provide at least one analysis
`report based on feedback from a multiplicity of web site users.
`Preferably, the web site user structured feedback form gen-
`eration functionality is operative automatically to provide
`structured feedback forms whose content depends on a stage
`in the website-based process currently being executed by the
`website user. Additionally or alternatively, the website user
`structured feedback form generation functionality is opera-
`tive to provide a plurality of structured feedback forms which
`correspond to a plurality of stages in the website-based pro-
`cess.
`In accordance with a preferred embodiment of the present
`invention the website user structured feedback form genera-
`tion functionality includes website specification functionality
`operative to permit a website administrator to design a plu-
`rality of structured feedback forms which correspond to a
`plurality of stages in the website-based process correspond-
`ing to a specific website. Additionally or alternatively, the
`structured feedback forms include a plurality of website user
`selectable items, whose selection by a website user indicates
`specific website user feedback.
`Preferably, the structured feedback forms do not include a
`freetext response item. Alternatively, the structured feedback
`forms do include a freetext response item.
`In accordance with a preferred embodiment of the present
`invention the web site user feedback analyzing functionality is
`operative automatically to provide at least one analysis report
`
`5
`
`2
`which indicates proportions of website users who provide
`various pre-classified types of feedback. Additionally or
`alternatively, the website user feedback analyzing function-
`ality is operative automatically to provide at least one analysis
`report which indicates proportions of website users who pro-
`vide various pre-classified types of feedback at various stages
`in the website process.
`Preferably, the website user feedback analyzing function-
`ality is operative automatically to provide contact informa-
`10 tion for website users providing feedback so as to enable the
`website administrator to respond to the feedback.
`There is also provided in accordance with another pre-
`ferred embodiment of the present invention a method for
`15 collecting and analyzing structured user feedback on web-
`sites, the method including generating website user struc-
`tured feedback forms for receiving website user feedback on
`website user interaction with a website-based process, auto-
`matically collecting and analyzing the website user feedback
`20 entered in the structured feedback forms and providing at
`least one analysis report based on the website user feedback
`from a multiplicity of website users.
`Preferably, the generating includes automatically provid-
`ing structured feedback forms whose content depends on a
`25 stage in the website-based process currently being executed
`by the website user. Alternatively or additionally, the gener-
`ating includes providing a plurality of structured feedback
`forms which correspond to a plurality of stages in the web site-
`based process.
`In accordance with a preferred embodiment of the present
`invention, the generating includes permitting a website
`administrator to design a plurality of structured feedback
`forms which correspond to a plurality of stages in the web site-
`based process corresponding to a specific website. Addition-
`35 ally or alternatively, the structured feedback forms include a
`plurality of website user selectable items, whose selection by
`a website user indicates specific website user feedback.
`Preferably, the structured feedback forms do not include a
`freetext response item. Alternatively, the structured feedback
`40 forms do include a freetext response item.
`In accordance with a preferred embodiment of the present
`invention, the providing at least one analysis report includes
`automatically providing at least one analysis report which
`indicates proportions of website users who provide various
`45 pre-classified types of feedback. Additionally or alterna-
`tively, the providing at least one analysis report includes
`automatically providing at least one analysis report which
`indicates proportions of website users who provide various
`pre-classified types of feedback at various stages in the web-
`s() site process.
`Preferably, the automatically collecting and analyzing
`includes automatically providing contact information for
`website users providing feedback so as to enable the website
`administrator to respond to the feedback.
`There is further provided in accordance with yet another
`preferred embodiment of the present invention a system for
`collecting and analyzing structured user feedback on soft-
`ware installations, the system including software installation
`user structured feedback form generation functionality opera-
`60 tive to generate structured feedback forms for providing soft-
`ware installation user feedback on software installation user
`interaction with a software installation process and software
`installation user feedback analyzing functionality operative
`to automatically collect and analyze software installation user
`65 feedback entered in the structured feedback forms and to
`provide at least one analysis report based on feedback from a
`multiplicity of software installation users.
`
`30
`
`55
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`US 8,886,552 B2
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`3
`Preferably, the software installation user structured feed-
`back form generation functionality is operative automatically
`to provide structured feedback forms whose content depends
`on a stage in the software installation process currently being
`executed by the software installation user. Additionally or
`alternatively, the software installation user structured feed-
`back form generation functionality is operative to provide a
`plurality of structured feedback forms which correspond to a
`plurality of stages in the software installation process.
`In accordance with a preferred embodiment of the present
`invention the software installation user structured feedback
`form generation functionality includes software installation
`specification functionality operative to permit a software
`installation administrator to design a plurality of structured
`feedback forms which correspond to a plurality of stages in
`the software installation process corresponding to a specific
`software installation. Additionally or alternatively, the struc-
`tured feedback forms include a plurality of software installa-
`tion user selectable items, whose selection by a software
`installation user indicates specific software installation user
`feedback.
`Preferably, the structured feedback forms do not include a
`freetext response item. Alternatively, the structured feedback
`forms do include a freetext response item.
`In accordance with a preferred embodiment of the present
`invention the software installation user feedback analyzing
`functionality is operative automatically to provide at least one
`analysis report which indicates proportions of software
`installation users who provide various pre-classified types of
`feedback. Additionally or alternatively, the software installa-
`tion user feedback analyzing functionality is operative auto-
`matically to provide at least one analysis report which indi-
`cates proportions of software installation users who provide
`various pre-classified types of feedback at various stages in
`the software installation process.
`Preferably, the software installation user feedback analyz-
`ing functionality is operative automatically to provide contact
`information for software installation users providing feed-
`back so as to enable the software installation administrator to
`respond to the feedback.
`There is yet further provided in accordance with still
`another preferred embodiment of the present invention a
`method for collecting and analyzing structured user feedback
`on software installations, the method including generating
`software installation user structured feedback forms for
`receiving software installation user feedback on software
`installation user interaction with a software installation pro-
`cess, automatically collecting and analyzing the software
`installation user feedback entered in the structured feedback
`forms and providing at least one analysis report based on the
`user feedback from a multiplicity of software installation
`users.
`Preferably, the generating includes automatically provid-
`ing structured feedback forms whose content depends on a
`stage in the software installation process currently being
`executed by the software installation user. Additionally or
`alternatively, the generating includes providing a plurality of
`structured feedback forms which correspond to a plurality of
`stages in the software installation process.
`In accordance with a preferred embodiment of the present
`invention the generating includes permitting a software
`installation administrator to design a plurality of structured
`feedback forms which correspond to a plurality of stages in
`the software installation process corresponding to a specific
`software installation. Alternatively or additionally, the struc-
`tured feedback forms include a plurality of software installa-
`
`5
`
`4
`tion user selectable items, whose selection by a software
`installation user indicates specific software installation user
`feedback.
`Preferably, the structured feedback forms do not include a
`freetext response item. Alternatively, the structured feedback
`forms do include a freetext response item.
`In accordance with a preferred embodiment of the present
`invention the providing at least one analysis report includes
`automatically providing at least one analysis report which
`10 indicates proportions of software installation users who pro-
`vide various pre-classified types of feedback. Additionally or
`alternatively, the providing at least one analysis report
`includes automatically providing at least one analysis report
`15 which indicates proportions of software installation users
`who provide various pre-classified types of feedback at vari-
`ous stages in the software installation process.
`Preferably, the automatically collecting and analyzing
`includes automatically providing contact information for
`20 software installation users providing feedback so as to enable
`the software installation administrator to respond to the feed-
`back.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`25
`
`The present invention will be understood and appreciated
`more fully from the following detailed description, taken in
`conjunction with the drawings in which:
`FIGS. 1A, 1B, 1C, 1D, 1E, 1F and 1G are simplified pic-
`30 tonal illustrations of steps in using a structured user feedback
`form for providing feedback on a user interaction session with
`a website-based process, constructed and operative in accor-
`dance with a preferred embodiment of the present invention;
`FIG. 2 is a simplified flowchart indicating steps associated
`35 with using a system which provides structured feedback
`forms, for providing feedback on a user interaction session
`with a website-based process;
`FIGS. 3A, 3B, 3C, 3D, 3E and 3F are simplified pictorial
`40 illustrations of steps in using a structured feedback form for
`providing feedback on another user interaction session with a
`website-based process;
`FIG. 4 is a simplified flowchart indicating steps associated
`with using a system which provides structured feedback
`45 forms, for providing feedback on another user interaction
`session with a website-based process;
`FIGS. 5A, 5B, 5C, 5D, 5E, 5F, 5G and 5H are simplified
`pictorial illustrations of steps in using a structured feedback
`form for providing feedback on a user interaction session with
`50 a computer software installation process, constructed and
`operative in accordance with another preferred embodiment
`of the present invention;
`FIG. 6 is a simplified flowchart indicating steps associated
`with using a system which provides structured feedback
`55 forms, for providing feedback on a user interaction session
`with a computer software installation process;
`FIGS. 7A, 7B, 7C, 7D, 7E, 7F and 7G are simplified pic-
`torial illustrations of steps in using a structured feedback form
`60 for providing feedback on another user interaction session
`with a computer software installation process;
`FIG. 8 is a simplified flowchart indicating steps associated
`with using a system which provides structured feedback
`forms, for providing feedback on another user interaction
`65 session with a computer software installation process; and
`FIG. 9 is a simplified functional block diagram illustrating
`the components of a system for collecting and analyzing
`
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`5
`structured user feedback on websites, constructed and opera-
`tive in accordance with a preferred embodiment of the present
`invention.
`
`DETAILED DESCRIPTION OF PREFERRED
`EMBODIMENTS
`
`Reference is now made to FIGS. 1A, 1B, 1C, 1D, 1E, 1F
`and 1G, which are simplified pictorial illustrations of steps in
`using a structured feedback form for providing feedback on a
`user interaction session with a website-based process, con-
`structed and operative in accordance with a preferred embodi-
`ment of the present invention. The structured feedback form
`is a particular feature of a system for collecting and analyzing
`structured user feedback on websites which comprises web-
`site user feedback form generation functionality operative to
`generate structured feedback forms for providing user feed-
`back on user interaction with website-based process, and
`website user feedback analyzing functionality operative to
`automatically collect and analyze user feedback entered in
`the structured feedback forms and to provide at least one
`analysis report based on feedback from a multiplicity of web-
`site users.
`Throughout, the term "structured feedback form" is
`defined to mean a form which includes user selectable feed-
`back messages which do not require freetext. Preferably mul-
`tiple user selectable feedback messages are provided in a
`categorized and nested structure. Structured feedback forms
`may additionally invite freetext comments but provide useful
`feedback even if no freetext is inserted.
`As seen in FIG. 1A, a website user browses a website such
`as an internet bookstore, and initiates a business transaction
`process, such as the ordering of books. After selecting the
`desired books, the user attempts to complete the transaction
`process at 10:00AM by clicking on the "submit order" button.
`As seen in FIG. 1B, at 10:03 AM the website has not yet
`completed the processing of the transaction. As seen in FIG.
`1C, at 10:05 AM the user has still not received confirmation
`that the transaction has been processed. The user, clearly
`frustrated, therefore clicks on the "feedback" button, which
`causes the system to display a feedback form, as shown in
`FIG. 1D. As seen in FIG. 1D, the user clicks on an angry face
`icon in order to provide negative feedback regarding his expe-
`rience with the website-based transaction process.
`It is a particular feature of the present invention that the
`system provides the website administrator with the ability to
`generate categorized and nested structured feedback forms to
`be displayed on the website for the purpose of collecting
`feedback regarding the user's experience while navigating
`through a website-based process. As seen in FIG. 1E, respon-
`sive to the user providing negative feedback regarding the
`user experience with the website-based process, the system
`provides the user with a list of specific negative feedback
`categories from which he may choose to more precisely
`describe his experience with the website-based process, such
`as feedback relating to bugs, website content or general sug-
`gestions. The user selects the "Bugs" category, which
`includes various negative feedback subcategories, as shown
`in FIG. 1E. The user then selects the "Response time" sub-
`category as the most relevant to the problems he has experi-
`enced.
`As seen in FIG. 1F, upon selecting the "Response time"
`subcategory, the user is presented with various more specific
`feedback options and may select the specific issue he has
`encountered, such as the length of time that has elapsed while
`the website has been processing the transaction. To complete
`the feedback process, the user clicks on the "send" button,
`
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`15
`
`6
`after which the system displays to the user a user contact
`information form, as seen in FIG. 1G.
`The contact information form includes fields for entering
`user contact details such as name, telephone number, email
`5 address and address. The user feedback and user contact
`details are recorded by the system, and allow the website
`administrator to contact the web site user in reply to his feed-
`back. The user contact details may also be used by the system
`to provide to the website administrator various statistics
`10 regarding user feedback.
`It is appreciated that although examples of negative feed-
`back are specifically