IIIIIIIIIIIIII
`
`(19) United States
`(12) Patent Application Publication (10) Pub. No.: US 2004/0019688 Al
`Jan. 29, 2004
`Nickerson et al.
`(43) Pub. Date:
`
`(54) PROVIDING SUBSTANTIALLY REAL-TIME
`ACCESS TO COLLECTED INFORMATION
`CONCERNING USER INTERACTION WITH
`A WEB PAGE OF A WEBSITE
`
`(75)
`
`Inventors: Rand B. Nickerson, Highland Park, IL
`(US); Mark A. Treschl, Highland Park,
`IL (US)
`
`Correspondence Address:
`BAKER BOTTS L.L.P.
`2001 Ross Avenue
`Dallas, TX 75201-2980 (US)
`
`(73) Assignee: OpinionLab
`
`(21) Appl. No.:
`
`10/630,426
`
`(22) Filed:
`
`Jul. 29, 2003
`
`Related U.S. Application Data
`
`(60) Provisional application No. 60/399,448, filed on Jul.
`29, 2002.
`
`Publication Classification
`
`(51) Int. C1.7
`
` G06F 15/173
`
`(52) U.S. Cl.
`
`709/229; 709/224
`
`(57)
`
`ABSTRACT
`
`In one embodiment, a method for providing substantially
`real-time access to collected information concerning user
`interaction with a web page of a website includes collecting
`information concerning user interaction with the web page.
`The method includes receiving, from a website owner who
`has accessed the web page using a web browser and while
`the web page is viewable within a browser window of the
`web browser, input indicating a desire to access the collected
`information concerning user interaction with the web page.
`The method includes determining whether the website
`owner is authorized to access the collected information
`concerning user interaction with the web page and, if the
`website owner is authorized to access the collected infor-
`mation concerning user interaction with the web page,
`generating a viewable user interface providing substantially
`real-time access to the collected information concerning user
`interaction with the web page and, to provide the website
`owner substantially real-time access to the collected infor-
`mation concerning user interaction with the web page,
`presenting the viewable user interface to the web site owner
`while the web page is viewable within the browser window
`of the web browser.
`
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`Patent Application Publication
`
`Jan. 29, 2004 Sheet 3 of 15
`
`US 2004/0019688 Al
`
`FIG. 4
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`File Edit View Go Favorites Help
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`Address http:/www.opinionlab.com
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`THIS PAGE.
`THANK YOU.
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`Patent Application Publication
`
`Jan. 29, 2004 Sheet 4 of 15
`
`US 2004/0019688 Al
`
`FIG. 6
`
`
`1 COMMENTS
`PLEASE ENTER YOUR
`COMMENTS ABOUT
`THIS PAGE.
`CONTACT US ABOUT
`CUSTOMER SERVICE
`RELATED MATTERS
`2 DETAILED PAGE RATINGS
`CONTENT
`DESIGN
`
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`CLICK AN
`OVERALL
`PAGE RATING +
`TO SUBMIT
`COMMENTS. +-
`THANK YOU.
`
`160
`
`PLEASE COMPLETE OUR USER REGISTRATION
`
`FIG. 7
`
`User Registration
`By registering, you will be
`able to provide more useful
`feedback about websites you visit.
`Once you complete the following
`information, a cookie will store an
`ID with your browser that will
`identify your demographics
`with the ratings you make on a
`particular page.
`
`You only need to complete the
`following information once and it
`will be associated with your
`ratings. You will use your password
`to update this information online.
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`Name:
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`Password:
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`E—mail Address:
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`Gender:
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`Age:
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`Industry:
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`Employment Status:
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`select status u
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`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
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`CONTENT
`COMMENTS
`RATINGS
`SITE DETAIL
`
`126
`
`NO. OF COMMENTS 66
`27
`PAGES RATED
`(1199
`TOTAL RATINGS
`SITE OVERVIEW
`
`102
`
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`O
`
`138
`
`104
`
` May 25 2000 12:26:00
`Jan 25 2000 12:26:00
`
`END
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`TIMEFRAME
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`RATINGS
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`% OF SITE RATED
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`
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`www.opinionlab.com
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`NEUTRAL
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`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
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`

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`Jan 25 2000 12:26:00
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`RATINGS
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`NO. OF COMMENTS 66
`27
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`TOTAL RATINGS
`SITE OVERVIEW
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`NO. OF RATINGS
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`FIG. 9
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`TITLE: Welcome to Opinion Lab
`http://www.opionlab.com/home
`
`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`Patent Application Publication
`
`Jan. 29, 2004 Sheet 8 of 15
`
`US 2004/0019688 Al
`
`( START ) FIG. 10
`
`200 - .1
`
`WEBSITE OWNER COMMUNICATES
`DOWNLOAD REQUEST TO SYSTEM SERVER
`
`202
`
`204
`
`206
`
`208
`
`210
`
`212
`
`214
`
`216
`
`218
`
`220
`
`SYSTEM SERVER PROMPTS
`OWNER TO PROVIDE REGISTRATION
`AND SETUP INFORMATION
`
`OWNER COMMUNICATES REGISTRATION AND
`SETUP INFORMATION TO SYSTEM SERVER
`
`SYSTEM SERVER ASSIGNS IDENTIFIER
`AND PASSWORD TO OWNDER
`
`SYSTEM SERVER STORES REGISTRATION
`AND SETUP INFORMATION
`
`OWNER DOWNLOADS PAGES OF
`WEBSITE ONTO OWNER'S COMPUTER
`SYSTEM FROM WEBSITE SERVER
`
`OWNER SPECIFIES, FOR EACH PAGE,
`THE TYPE, COLOR, AND OTHER
`CHARACTERISTICS OF DESIRED ICON
`
`DESIRED ICONS INCORPORATED
`INTO LOCAL VERSIONS OF PAGES
`
`DIRECTORY FOR JAVA SCRIPT CREATED
`
`CALLS TO JAVA SCRIPT INCORPORATED
`INTO LOCAL VERSIONS OF PAGES
`
`OWNER UPLOADS MODIFIED PAGES
`INCORPORATING MEASUREMENT
`TOOL ONTO WEBSITE SERVER TO
`REPLACE PREVIOUS PAGES
`
`END
`
`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`Patent Application Publication
`
`Jan. 29, 2004 Sheet 9 of 15
`
`US 2004/0019688 Al
`
`FROM FIG. 11 B
`B
`
`START
`
`300
`
`302
`
`304
`
`USER ESTABLISHES CONNECTION
`TO WEBSITE SERVER TO ACCESS
`PARTICULAR PAGE INCORPORATING
`MEASUREMENT TOOL
`
`WEBSITE SERVER COMMUNICATES
`PAGE, INCORPORATING
`MEASUREMENT TOOL, TO USER
`
`1
`DIRECTORY FOR JAVA
`SCRIPT INSTALLED ON USER'S
`COMPUTER SYSTEM
`
`306
`
`FIRST
`PAGE ACCESSED
`
`NO
`
`YES
`MEASUREMENT TOOL DETERMINES
`IP ADDRESS AND HOSTNAME
`OF USER'S COMPUTER SYSTEM
`
`310-N.
`
`MEASUREMENT TOOL STORES
`MESSAGE INCLUDING SESSION
`IDENTIFIER ON USER'S
`COMPUTER SYSTEM
`
`312-
`
`MEASUREMENT TOOL STORES
`START TIME FOR PAGE
`
`314-7'
`
`USER SELECTS MEASUREMENT
`TOOL TO PROVIDE ONE OR
`MORE SUBJECTIVE REACTIONS
`TO PARTICULAR PAGE
`
`FIG. 1 1A
`
`USER PROVIDES ONE OR MORE
`SUBJECTIVE REACTIONS USING
`MEASUREMENT TOOL
`
`y-316
`
`318
`
`YES
`
`EXISTING
`DEMOGRAPHIC
`INFORMATION
`
`NO
`
`MEASUREMENT TOOL PROMPTS
`USER TO PROVIDE
`DEMOGRAPHIC INFORMATION
`
`USER MAY PROVIDE
`DEMOGRAPHIC INFORMATION
`
`MEASUREMENT TOOL STORES
`MESSAGE INCLUDING DEMOGRAPHIC
`USER IDENTIFIER ON USER'S
`COMPUTER SYSTEM
`
`320
`
`322
`
`324
`
`MEASUREMENT TOOL COMMUNICATES
`y -326
`DEMOGRAPHIC INFORMATION TO
`SYSTEM SERVER FOR STORAGE
`
`TO FIG. 11B
`
`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`Patent Application Publication
`
`Jan. 29, 2004 Sheet 10 of 15 US 2004/0019688 Al
`
`FIG. 11B
`FROM FIG. 11A
`A
`
`328-N,
`
`MEASUREMENT TOOL STORES
`MESSAGE INCLUDING REACTION
`USER IDENTIFIER ON USER'S
`COMPUTER SYSTEM
`
`330-N.
`
`MEASUREMENT TOOL STORES
`REACTION INFORMATION
`INCLUDING SUBJECTIVE USER
`REACTIONS AND REACTION TIME
`
`332-N_
`
`334-N...
`
`336-
`
`MEASUREMENT TOOL
`COMMUNICATES REACTION
`INFORMATION TO SYSTEM
`SERVER FOR STORAGE
`
`MEASUREMENT TOOL CAUSES
`ICON TO BECOME UNVIEWABLE
`ON THE PARTICULAR PAGE
`DURING REMAINDER OF SESSION
`
`i
`
`SYSTEM SERVER
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`REACTION INFORMATION
`
`338
`NO
`
`END
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`
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`
`TO
`FIG. 11A
`
`340-
`
`STORED MESSAGES INCLUDING
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`IDENTIFIERS EXPIRE
`
`( END
`
`FIG. 12
`(. START )
`
`COLLECTION MODULE IDENTIFIES
`PAGES OF WEBSITE INCORPORATING
`MEASUREMENT TOOL
`
`y-400
`
`COLLECTION MODULE PARSES PAGES
`TO DETERMINE TITLES AND URLs
`V
`COLLECTION MODULE GENERATES
`MAP OF WEBSITE ACCORDING TO
`TOPOGRAPHY OF WEBSITE
`
`402
`
`404
`
`COLLECTION MODULE STORES MAP V406
`4.
`OWNER COMMUNICATES REPORT
`REQUEST TO SYSTEM SERVER
`
`1,-408
`
`REPORTING MODULE PROMPTS L-410
`OWNER TO SPECIFY REPORT CRITERIA
`
`OWNER PROVIDES REPORT CRITERIA
`
`412
`
`REPORTING MODULE ACCESSES MAP,
`REACTION INFORMATION, AND
`DEMOGRAPHIC INFORMATION
`ACCORDING TO REPORT CRITERIA
`
`"-414
`
`REPORTING MODULE GENERATES
`REQUESTED REPORT CONCERNING
`ONE OR MORE PARTICULAR
`PAGES OF WEBSITE
`
`416
`
`REPORTING MODULE COMMUNICATES
`REPORT TO OWNER
`
`418
`
`YES
`
`ACCESS
`ANOTHER REPORT
`?
`420
`NO
`END
`
`)
`
`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
`
`

`

`Patent Application Publication
`
`Jan. 29, 2004 Sheet 11 of 15 US 2004/0019688 Al
`
`www.opinionlab.com
`
`_10141
`
`FIG. 13
`
`Subscriber ID:
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`Password:
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`FIG. 14
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`OpinionLab
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`Hour:
`Minute:
`Month:
`Day:
`Year:
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`Page Comments
`Please enter your comments
`about this page
`
`LA-I
`Z
`For customer service issues,
`please click here
`
`_
`
`Page Ratings
`Content
`Design
`
`O ++
`O +
`O +-
`O -
`O --
`
`O ++
`O+
`O +-
`O -
`O --
`
`Usability
`O ++
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`
`Overall
`O ++
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`O —
`O --
`
`72
`
`60
`72
`72
`79
`Optional Questions
`How would you rate the product
`O O O O O
`+._ + ++
`descriptions in this section of the site? --
`—
`We recently changed the menu structure on this page. O O
`Do the links make sense to you?
`Yes No
`How
`many
`times
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`month do you visit our site?
`
`'Choose one...L11
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`FIG. 17
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`Patent Application Publication
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`Apr 15 2002 16:00 CST
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`Apr 01 2002 16:00 CST
`
`END
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`
`TIM EFRAME
`
`526
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`PAGE RATINGS
`
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`URL: http://www.opinionlab.com/
`
`Page Data
`
`USABILITY
`
`DESIGN
`
`CONTENT
`
`COMMENTS
`
`RATINGS
`PAGE DETAIL
`
`
`
`3.36
`
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`NO. OF RATINGS_ 87
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`Patent Application Publication
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`SI Jo £i /331IS
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`NO. OF COMMENTS 7
`
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`
`NO. OF RATINGS
`
`FIG. 16
`
`Apr 15 2002 16:00 CST
`
`Apr 01 2002 16:00 CST
`
`OVERVIEW
`
`END
`.
`START
`
`—
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`
`TIMEFRAME
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`How do I find
`I HAVE COME INTO CONTACT WITH
`THIS IS ONE OF THE WORST DESIGNS
`
`highway
`
`state
`
`jui0j9uj09j01
`with them unless I am a customer
`Why aren't I allowed to communicate
`area that I am entering incorrectly.
`Why don't they highlight the specific
`message that info doesn't match.
`tonight and I keep getting the
`enroll my new card which I received
`I've been trying for 20 minutes to
`
`RATING COMMENTS
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`E.
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`5
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`1
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`3
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`4
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`4:06:40 AM
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`4/12/2002
`4:45:50 AM
`4/11/2002
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`12:09:00 AM
`4/5/2002
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`10:04:24 AM
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`7:39:45 AM
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`2:43:50 AM
`4/2/2002
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`7:57:46 PM
`4/1/2002
`DATE
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`PAGE COMMENTS
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`INCIE
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`URL: http://www.opinionlab.com/
`Page Oda
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`Patent Application Publication
`
`Jan. 29, 2004 Sheet 14 of 15 US 2004/0019688 Al
`
`FIG. 18
`
`Address E47F95C0%2084DF162EE58F3167D9434933359F059FA51 8 :Li
`
`6-
`
`540
`URL I Submission Date I Content
`Rating I Design
`I Usability
`Rating
`Rating I
`Rating
`I II
`http://www.opinionlab.com/4/1/2002
`4:27:57 PM
`4
`I 61.178.1
`61.178.183.18
`http://www.opinionlab.com/
`4/1/2002 6:45:42 PM
`3
`212.138.47.13
`I 212.138.
`http://www.opinionlab.com/
`4/1/2002 7:35:41 PM
`1
`24.66.94.141 I
`24.66.94.
`http://www.opinionlab.com/4/1/2002
`7:43:18 PM
`1
`67.211.151.117
`I
`67.211.
`http://www.opinionlab.com/
`4/1/2002 7:57:46 PM
`3
`64.12.107.28 I
`64.12.107
`
`http://www.opinionlab.com/ 4/2/2002 2:43:04 AM
`3
`203.200.161.150
`I
`203.2
`http://www.opinionlab.com/
`4/2/2002 2:43:50 AM
`5
`203.200.161.150
`I
`203.2
`
`http://www.opinionlab.com/ 4/2/2002 5:21:16 AM
`4
`216.129.159.47
`I
`216.12
`http://www.opinionlab.com/
`4/2/2002 7:02:49 AM
`1
`210.214.154.252
`I
`210.2
`http://www.opinionlab.com/
`4/2/2002 7:04:09 AM
`4
`I 3 1 4
`1 3 I 210.214.154.252
`http://www.opinionlab.com/
`4/2/2002 7:31:13 AM
`4 1 195.101.34.225
`1
`195.10
`I I I
`http://www.opinionlab.com/
`4/2/2002 7:39:45 AM
`1
`1 2 1 1
`I 1 1 205.188.199.58
`I
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`4/2/2002 7:50:22 AM
`4 I
`62.251.167.140
`1
`62.251.
`I I I
`http://www.opinionlab.com/
`4/2/2002 2:25:04 PM
`I I I
`3 I
`21674.26.246 I
`216.74.2
`http://www.opinionlab.com/
`4/2/2002 2:55:11 PM
`5 1 216.93.115.174
`I
`216.93
`I
`5 I I I 5 I
`http://www.opinionlab.com/
`4/2/2002 3:21:51 PM
`200.45.176.123
`1 200.
`
`http://www.opinionlab.com/ 4/2/2002 6:07:28 PM
`3 I
`193.248.77.110
`1 193.24
`I I I
`http://www.opinionlab.com/
`4/2/2002 11:52:49 PMI
`216.232.9.66 I
`I I I 2 I
`216.232
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`http://www.opinionlab.com/ 4/3/2002 7:06:20 AM I
`3 I
`193.195.76.146
`I
`193.1y
`I
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`A
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`I
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`Patent Application Publication
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`Jan. 29, 2004 Sheet 15 of 15 US 2004/0019688 Al
`FIG. 19
`C START )
`
`600 -N
`
`WEBSITE OWNER
`ACCESSES WEB PAGE
`
`602-N.
`
`WEBSITE OWNER ENTERS
`KEYSTROKE TO LAUNCH
`FEEDBACK-VIEWING APPLICATION
`
`-4I
`V
`
`604-N
`
`FEEDBACK-V1EW NG APPLICATION
`PRESENTS PASSWORD WINDOW
`TO WEBSITE OWNER
`
`606-N_
`
`WEBSITE OWNER ENTERS
`SUBSCRIBER ID AND PASSWORD
`AND SELECTS LOGIN ICON
`
`SUBSCRIBER
`ID AND PASSWORD
`VALID?
`
`NO
`
`608
`
`YES
`FEEDBACK-VIEWING APPLICATION
`PRESENTS TIMEFRAME WINDOW
`TO WEBSITE OWNER
`
`WEBSITE OWNER ENTERS
`TIMEFRAME AND SELECTS
`RUN-REPORT ICON
`
`FEEDBACK-VIEWING
`APPLICATION PRESENTS REPORT
`PAGE TO WEBSITE OWNER
`I
`( END
`
`610.- -
`
`612-
`
`614 -z-
`
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`

`US 2004/0019688 Al
`
`Jan. 29, 2004
`
`1
`
`PROVIDING SUBSTANTIALLY REAL-TIME
`ACCESS TO COLLECTED INFORMATION
`CONCERNING USER INTERACTION WITH A
`WEB PAGE OF A WEBSITE
`
`RELATED APPLICATION
`
`[0001] This application claims the benefit under 35 U.S.C.
`§ 119 of U.S. Provisional Patent Application No. 60/399,
`448, filed Jul. 29, 2002.
`
`TECHNICAL FIELD OF THE INVENTION
`
`[0002] This invention relates generally to communications
`and more particularly to providing substantially real-time
`access to collected information concerning user interaction
`with a web page of a website.
`
`BACKGROUND OF THE INVENTION
`
`[0003] Many website owners desire information concern-
`ing usage of their websites. For example, an Internet website
`owner might use a third party service to track the number of
`users that visit its website, the number of "clicks" these users
`collectively perform (using their mouse pointers) while
`visiting the website, and how long these users stay at the
`website. Using this objective information, the website owner
`may determine that its website is not attracting a sufficient
`number of users or has been ineffective at keeping the
`interest of users once they arrive. The website owner may
`respond accordingly to improve its websites and, possibly,
`the success of its associated business operations.
`
`[0004] Previous techniques for obtaining information con-
`cerning usage of websites often do not provide website
`owners with information about how users subjectively react
`to their websites, making the information of minimal value.
`Prior techniques that do solicit user feedback do so with
`respect to transactions carried out using the website, but not
`with respect to the website itself. These techniques give
`website owners little if any information concerning feedback
`from users concerning particular pages of their websites.
`Moreover, website owners are given little if any information
`about how users experience their websites as the users
`navigate through them, moving from page to page according
`to the topography of the websites. Even techniques that
`request users to provide feedback concerning transactions
`may be relatively difficult to use, obtrusive, unstandardized,
`or otherwise deficient in some manner that causes them to be
`seldom used and therefore ineffective. The information
`reported to website owners may also be ineffective due to the
`format in which it is provided, for example, in reports that
`are difficult to interpret and do not allow useful comparisons
`to be made. These and other disadvantages make prior
`techniques inadequate for many website owners.
`
`SUMMARY OF THE INVENTION
`
`[0005] Particular embodiments of the present invention
`may reduce or eliminate problems and disadvantages asso-
`ciated with previous techniques for receiving and reporting
`user feedback concerning one or more particular web pages
`of a website.
`
`In one embodiment of the present invention, a
`[0006]
`method for providing substantially real-time access to col-
`lected information concerning user interaction with a web
`page of a website includes collecting information concern-
`
`ing user interaction with the web page. The method also
`includes receiving, from a website owner who has accessed
`the web page using a web browser and while the web page
`is viewable within a browser window of the web browser,
`input indicating a desire to access the collected information
`concerning user interaction with the web page. The method
`also includes determining whether the website owner is
`authorized to access the collected information concerning
`user interaction with the web page and, if the website owner
`is authorized to access the collected information concerning
`user interaction with the web page, generating a viewable
`user interface providing substantially real-time access to the
`collected information concerning user interaction with the
`web page and, to provide the website owner substantially
`real-time access to the collected information concerning user
`interaction with the web page, presenting the viewable user
`interface to the web site owner while the web page is
`viewable within the browser window of the web browser.
`[0007] Particular embodiments of the present invention
`may provide one or more technical advantages. In particular
`embodiments, user feedback concerning particular pages of
`a website or an electronic mail (e-mail) message may be
`measured using software for measuring such feedback that
`may be readily identifiable (by one or more associated
`icons), easy to use, and unobtrusive. In particular embodi-
`ments, for example, a user need not separately download any
`software and open a new window in a browser of the user.
`As a result, valuable information may be readily compiled
`(including feedback concerning particular pages and other
`data that may be correlated to such feedback) and the
`likelihood of users providing such information may be
`substantially high in comparison with previous techniques.
`Additionally, software for measuring user feedback may, in
`particular embodiments, be easily incorporated into existing
`pages of a website or an e-mail message, which may reduce
`costs and delays typically associated with rewriting software
`code for the pages. These and other advantages may con-
`tribute to such feedback measurement software (and asso-
`ciated icons) becoming a standard across the entire commu-
`nity of Internet users.
`[0008]
`In particular embodiments, one or more comments,
`answers to explicit questions, and subjective ratings con-
`cerning a particular page of a website or an e-mail message
`may be solicited from a user in any suitable combination. In
`particular embodiments, different questions may be associ-
`ated with different web pages across a website including a
`number of web pages or an e-mail message including a
`number of pages. In particular embodiments, a user may be
`encouraged or even required to provide one or more sub-
`jective ratings concerning a particular page to provide one or
`more comments concerning the page. Such page-specific
`subjective ratings may make such comments more useful to
`a website owner or e-mail sender. In particular embodi-
`ments, background data reflecting one or more details of a
`computer system of a user, a web session of the user, or both
`may be obtained from the user in connection with the user
`providing one or more page-specific comments concerning
`a particular page. Such data may similarly make such
`comments more useful to a website owner or e-mail sender.
`[0009]
`In particular embodiments, a user may provide one
`or more comments concerning a page of a website or an
`e-mail message using a comment window that is generated
`by a computer system remote from the user and subse-
`quently communicated to a computer system of the user.
`
`Content Square 1005 Content Square v Medallia Inc. IPR2022-00316
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`

`

`US 2004/0019688 Al
`
`Jan. 29, 2004
`
`2
`
`This may allow a website owner to customize the comment
`window without modifying the page. In particular embodi-
`ments, a website owner or e-mail sender may customize a
`comment window in a number of ways, which may include
`specifying one or more explicit questions presented to users
`in the comment window or making any other suitable
`customizations. In particular embodiments, a website owner
`or e-mail sender may test a customized comment window
`before committing one or more customizations made by the
`website owner or e-mail sender.
`
`[0010] Particular embodiments may enable a website
`owner or researcher acting on behalf of a website owner to
`conduct research related to one or more web pages of one or
`more websites. Particular embodiments may similarly
`enable law enforcement or regulatory personnel to conduct
`investigations concerning one or more owners of one or
`more websites. In particular embodiments, such research or
`investigations may be conducted without involving the
`owners of the websites and possibly without such owners
`even being made aware of such research or investigations.
`
`[0011] Particular embodiments may provide reports to a
`website owner or e-mail sender that reflect a wealth of
`previously unavailable information concerning particular
`pages of a website or e-mail message and yet may be readily
`interpreted to allow useful comparisons among such pages.
`Moreover, particular embodiments may allows a website
`owner to access reports reflecting user feedback in much the
`same way a user might navigate from one page of a website
`to another page of the website according to the topography
`of the website. This may give the website owner additional
`valuable information providing a basis for decisions con-
`cerning the website. Particular embodiments may commu-
`nicate to a particular e-mail address at particular times
`particular reports reflecting particular pages of a website or
`e-mail message. This may be useful, for example, where a
`website owner includes an organization that includes a
`number of different people having different responsibilities
`concerning a website. In particular embodiments, reports
`communicated to a website owner or e-mail sender may be
`filtered according to suitable filter criteria such that they
`reflect only particular user feedback, which may help the
`website owner or e-mail sender focus its attention to
`addressing particular feedback.
`
`[0012] Particular embodiments may enable a website
`owner to, while viewing a particular web page, perform a
`substantially real-time look-up of user feedback information
`concerning the particular web page that has been collected
`from users who have accessed the particular web page. In
`particular embodiments, the website owner may filter the
`collected user feedback information. This may be useful to
`a content manager who is responsible for particular web
`pages of a website and wants to analyze user feedback
`information concerning only those particular web pages.
`This may also be useful to others (such as senior manage-
`ment personnel and the like) who may want to review
`unfiltered user feedback information directly from any web
`page of a company's website.
`
`ments may provide all, some, or none of these technical
`advantages. Certain embodiments may provide one or more
`other technical advantages, one or more of which may be
`readily apparent to those skilled in the art from the figures,
`descriptions, and claims included herein.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`[0014] To provide a more complete understanding of the
`present invention and features and advantages thereof, ref-
`erence is made to the following description, taken in con-
`junction with the accompanying drawings, in which:
`
`[0015] FIG. 1 illustrates an example system for measuring
`and reporting user feedback to particular web pages of a
`website;
`
`[0016] FIG. 2 illustrates an example web page incorpo-
`rating a user feedback measurement tool;
`
`[0017] FIG. 3 illustrates an example web page incorpo-
`rating a general feedback measurement tool;
`
`[0018] FIG. 4 illustrates another example general feed-
`back measurement tool;
`
`[0019] FIG. 5 illustrates an example web page incorpo-
`rating a specific feedback measurement tool;
`
`[0020] FIG. 6 illustrates an example combined general
`feedback measurement tool and specific feedback measure-
`ment tool;
`
`[0021] FIG. 7 illustrates an example web page for regis-
`tering a user;
`
`[0022] FIGS. 8A and 8B illustrate example site level
`reports;
`
`[0023] FIG. 9 illustrates an example page level report;
`
`[0024] FIG. 10 illustrates an example method of incorpo-
`rating a user feedback measurement tool into particular web
`pages of a website;
`
`[0025] FIG. 11 illustrates an example method of measur-
`ing a user's feedback to particular web pages of a website;
`
`[0026] FIG. 12 illustrates an example method of reporting
`on user feedback to particular web pages of a website;
`
`[0027] FIG. 13 illustrates an example password window;
`
`[0028] FIG. 14 illustrates an example time frame window;
`
`[0029] FIG. 15 illustrates an example report page;
`
`[0030] FIG. 16 illustrates an example display of com-
`ments concerning a web page;
`
`[0031] FIG. 17 illustrates an example pop-up window that
`includes one or more explicit questions for users;
`
`[0032] FIG. 18 illustrates an example delimited text file
`into which information concerning user interaction with a
`web page may be exported;
`
`[0033] FIG. 19 illustrates an example method for provid-
`ing substantially real-time access to collected information
`concerning user interaction with a web page of a website.
`
`[0013] These and other advantages may make the system
`and method of the present invention well suited for used in
`modern Internet and other environments in which users
`access websites, receive e-mail, or both. Certain embodi-
`
`DESCRIPTION OF EXAMPLE EMBODIMENTS
`
`[0034] FIG. 1 illustrates an example system 10 for mea-
`suring and reporting on user feedback concerning particular
`
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`

`US 2004/0019688 Al
`
`Jan. 29, 2004
`
`3
`
`web pages associated with a website using one or more
`feedback measurement tools that are incorporated into and
`viewable on the pages. As described more fully below, in
`one embodiment, the feedback measurement tools are stan-
`dardized across some or all of the web pages, are readily
`identifiable by users of the pages, and are intuitive, predict-
`able, and easy for the users to use in providing feedback
`concerning the pages. As a result, these measurement tools
`provide a number of important technical advantages over
`previous techniques for measuring user input, which may
`merely measure and report website usage information or
`user feedback concerning transactions rather than user feed-
`back on a page by page basis. Such systems are therefore
`incapable of providing meaningful feedback to website
`owners regarding the "topography" of their websites; that is,
`which of possibly numerous pages of a website have been
`rated particularly successful or unsuccessful in the eyes of
`users of the website as those users navigate through the
`pages of the website according their particular needs. The
`system and method of the present invention address these
`and other deficiencies.
`
`[0035] Although the present invention is described prima-
`rily in connection with the measurement and reporting of
`user feedback concerning one or more particular pages of
`one or more websites, the present invention may be similarly
`applied in connection with polling, surveying, product
`development research, market research, usability testing,
`business-to-consumer (B2C) commercial transactions, busi-
`ness-to-business (B2B) commercial transactions, or any
`other suitable activity for which the measurement and
`reporting of user responses may be desirable. Those skilled
`in the art will readily appreciate the application of the
`present invention to such activities based on these figures,
`descriptions, and claims.
`
`[0036] System 10 includes a website owner 12, a web
`server 14, one or more website users 16, and a reporting
`server 18 coupled to one another using network 20, which
`may be any suitable local area network (LAN), metropoli