JP6186322B2 - Operation hint display system and method - Google Patents

Description

The present invention relates to an operation hint display system and method including an operation hint display terminal that displays a display area for accepting a user operation on a display unit, and a server that is communicably connected to the operation hint display terminal .

  In recent years, when trouble occurs in a device such as a personal computer or a portable terminal and the device does not operate normally, the user, for example, contacts a call center and receives support for operating the device normally.

  In addition, when a trouble occurs in the device and it does not operate normally, the personal computer of the device is diagnosed, the diagnosis result is transmitted to the service server, and the recovery information returned from the service server is received. An apparatus for recovering a personal computer using a computer has been proposed (see Patent Document 1). According to the apparatus of Patent Literature 1, the user can perform the recovery work without having knowledge about the recovery of the personal computer.

JP2013-167971A

However, even if the device of Patent Document 1 is used, a user who is not familiar with the device such as a personal computer or a portable terminal does not know that if a trouble occurs, it can be repaired by performing a recovery operation. In some cases. Also, such a user may be confused when a trouble occurs and the apparatus automatically diagnoses the personal computer and starts recovery.
For this reason, it is desirable that the trouble can be avoided without using a diagnostic recovery tool that starts, diagnoses, and recovers when trouble occurs, as in the apparatus of Patent Document 1.

In view of these problems, without using a diagnostic recovery tool, and an object thereof is to provide a manipulation hint display system and method Ru can avoid problems.

  The present invention provides the following solutions.

The invention according to the first feature is
An operation hint display system comprising: an operation hint display terminal that displays a display area for accepting a user operation on a display unit; and a server that is communicably connected to the operation hint display terminal .
The operation hint display terminal is
Display control means for performing control to display the display area on the display means based on a user operation;
A hint information table in which trouble data indicating a user operation in the display area that can be a trigger of a trouble is associated with hint data indicating an operation that can be avoided by the information about the user operation accepted in the display area Hint information storage means for storing
A trouble trigger determination unit that determines whether the operation is an operation indicated in the trouble data of the hint information table stored in the hint information storage unit when a user operation is received in the display area; With
When the trouble trigger determination means determines that the user's operation in the display area is the operation indicated in the trouble data, the display control means is associated with the trouble data in the hint information table. And controlling the display of the hint data together with the display area on the display means,
The server
Operation history receiving means for receiving operation history information indicating a user's operation history from the operation hint display terminal;
Trouble data storage means for storing the hint information table in which the hint data is associated with the trouble data based on the operation history information;
Hint information transmitting means for transmitting the hint information table stored in the trouble data storage means to the operation hint display terminal,
The operation hint display terminal provides an operation hint display system further comprising hint information update means for updating the hint information table stored in the hint information storage means to the hint information table transmitted from the server. To do.

  According to the first aspect of the invention, the operation hint display terminal that displays the display area for accepting the user's operation on the display means performs control to display the display area on the display means based on the user's operation, Stores a hint information table in which trouble data indicating a user operation in the display area that can serve as a trigger is associated with hint data indicating a user operation accepted in the display area and indicating an operation that can avoid the trouble When a user operation is accepted in the display area, it is determined whether or not the operation is the operation indicated in the trouble data of the hint information table, and the user operation in the display area is an operation indicated in the trouble data If it is determined, the hint data associated with the trouble data in the hint information table , The display unit, performs control to display together with the display area.

Thereby, in a certain display area, hint data indicating an operation that can avoid a trouble can be displayed at a timing at which the user performs an operation that can trigger a trouble. The user can avoid troubles by referring to the hint data and redoing the operation or correcting the input. Therefore, it is possible to provide an operation hint display system that can avoid a trouble without using a diagnostic recovery tool by showing an operation that can avoid the trouble at an appropriate timing to the user.

Further, according to the invention of the first aspect, the operation hint display terminal, and communicatively connected to an operation hint display terminal server, the operation hint display system comprising, at the server, from the operation hint display terminal The operation history information indicating the user operation history is received, the hint data table in which the hint data is associated with the trouble data based on the operation history information is stored, and the hint information table is transmitted to the operation hint display terminal. Then, the operation hint display terminal updates the stored hint information table to the hint information table transmitted from the server.

  Thereby, the hint information table memorize | stored in the operation hint display terminal can be updated to the hint information table which matched hint data with the trouble data based on the operation history information in the operation hint display terminal by a user. Therefore, by updating the hint information table based on the operation history information, hint data for avoiding trouble can be displayed at a more appropriate timing on the operation hint display terminal.

The invention according to the second feature is in addition to the invention according to the first feature,
The operation hint display terminal further includes operation history transmission means for periodically transmitting identification information for identifying the operation hint display terminal in association with the operation history information,
When a trouble occurs in the operation hint display terminal identified by the predetermined identification information, the server stores the operation history information received from the operation hint display terminal immediately after the trouble occurs in the trouble data. Further comprising trouble data generating means,
The trouble data storage means provides an operation hint display system for storing the hint information table in which the trouble data generated by the trouble data generation means is associated with the hint data indicating an operation that can avoid the trouble. To do.

According to the second aspect of the invention, the operation hint display terminal periodically transmits identification information for identifying the operation hint display terminal in association with the operation history information. In addition, when a trouble occurs in the operation hint display terminal identified by the predetermined identification information, the server generates trouble data based on the operation history information received from the operation hint display terminal immediately after the trouble has occurred. Then, a hint information table in which hint data indicating an operation that can avoid the trouble is associated with the trouble data is stored.

  Thereby, the server can generate trouble data based on the latest operation history information in which the trouble has occurred among the operation history information received from the operation hint display terminal. Therefore, the hint information table can be updated based on the operation history information, and the hint data for avoiding trouble can be displayed at a more appropriate timing on the operation hint display terminal.

The invention according to the first and second feature achieves is a category of operation hint display system, method, even Operation tips display program for the system, a similar action in response to the category, the effects.

According to the present invention, without the use of diagnostic recovery tool, it is possible to provide the operation hint display system and method Ru can avoid the trouble.

FIG. 1 is a diagram for explaining an overview of an operation hint display system 1 which is a preferred embodiment of the present invention. FIG. 2 is an overall configuration diagram of the operation hint display system 1. FIG. 3 is a diagram illustrating the relationship between the function blocks of the operation hint display terminal 10 and the server 20 and each function. FIG. 4 is a flowchart of hint information table generation processing executed by the operation hint display terminal 10, the server 20, and the call center terminal 30. FIG. 5 is a diagram for explaining the hint information table stored in the trouble data DB 27 of the server 20. FIG. 6 is a flowchart of the operation hint display process executed by the operation hint display terminal 10. FIG. 7 is an example of a screen displayed on the input / output unit 14 of the operation hint display terminal 10, and is a screen image in which hint data 142 is displayed together with a predetermined display area 141.

  Hereinafter, the best mode for carrying out the present invention will be described with reference to the drawings. This is merely an example, and the technical scope of the present invention is not limited to this.

[Overview of operation hint display system 1]
FIG. 1 is a diagram for explaining an overview of an operation hint display system 1 which is a preferred embodiment of the present invention. An outline of the operation hint display system 1 will be described based on FIG. The operation hint display system 1 includes an operation hint display terminal 10, a server 20, and a call center terminal 30.

  The operation hint display system 1 generates and updates a hint information table based on operation history information indicating a user operation history on the operation hint display terminal 10. And the operation hint display terminal 10 shows operation which can avoid a trouble at a timing suitable for a user based on this hint information table.

  First, generation or update of the hint information table in the operation hint display system 1 will be described. The operation hint display terminal 10 periodically transmits identification information for identifying the operation hint display terminal 10 in association with the operation history information indicating the operation history of the user (for example, from 5 minutes to 10 minutes).

  Here, in the present embodiment, the “operation history information” is screen information or input information regarding a display area in the operation hint display terminal 10 that accepts a user operation. The “identification information” is arbitrary information that can identify the operation hint display terminal, such as an ID of software for using the system, a telephone number, and an ID assigned to the computer of the operation hint display terminal.

  In the call center, for example, a trouble call for notifying a trouble that has occurred in the operation hint display terminal 10 operated by the user is received by an arbitrary communication means such as a telephone or e-mail from the user. Then, the call center notifies the user of a procedure for solving the trouble by any communication means. Then, the call center generates hint data indicating an operation that can avoid the trouble based on the procedure for solving the trouble, and associates the identification information of the operation hint display terminal 10 in which the trouble occurs with the hint data. And transmitted from the call center terminal 30 to the server 20.

  The server 20 receives the operation history information associated with the identification information from the operation hint display terminal 10. Further, the server 20 receives hint data associated with identification information from the call center terminal 30.

  Then, the server 20 generates trouble data based on the latest operation history information received from the operation hint display terminal 10 identified by the identification information associated with the hint data transmitted from the call center terminal 30, and the trouble data A hint information table in which hint data transmitted from the call center terminal 30 is associated with the data is stored. The “trouble data” generated in this way is data indicating the user's operation in the display area that can be a trigger for trouble.

  The server 20 transmits the stored hint information table to the operation hint display terminal 10. The operation hint display terminal 10 stores the hint information table transmitted from the server 20. Further, when the hint information table 10 has already stored the hint information table, the operation hint display terminal 10 updates the stored hint information table to the newly received hint information table.

Next, display of hint data based on the hint information table on the operation hint display terminal 10 will be described.
When the operation hint display terminal 10 receives a user operation in a display area (for example, a window such as a control panel or a network setting), the operation hint display terminal 10 determines whether the operation is an operation indicated in the trouble data of the hint information table. If it is determined that the user operation in the display area is the operation indicated in the trouble data, the hint data associated with the trouble data in the hint information table is displayed on the display means (for example, a display or a touch panel). Then, the display control is performed together with the display area.

[System configuration of operation hint display system]
FIG. 2 is an overall configuration diagram of the operation hint display system 1. In the operation hint display system 1, the operation hint display terminal 10, the server 20, and the call center terminal 30 are connected to each other via the public line network 5 so as to communicate with each other.

  The operation hint display terminal 10 may be a general information terminal including a communication unit, and is an information device having a function described later. The operation hint display terminal 10 may be a portable terminal such as a mobile phone, a smartphone, a netbook terminal, a slate terminal, an electronic book terminal, an electronic dictionary terminal, a portable music player, and a portable content playback / recording player. Alternatively, a stationary terminal such as a personal computer may be used. The server 20 may be a general server having functions to be described later.

[Description of each function]
FIG. 3 is a diagram illustrating the relationship between the function blocks of the operation hint display terminal 10 and the server 20 and each function.

  The operation hint display terminal 10 includes a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), and the like as the control unit 11, and a storage unit 12 that stores data by a hard disk or a semiconductor memory. The communication unit 13 includes, for example, a WiFi (Wireless Fidelity compatible device compliant with IEEE 802.11, or a wireless device compliant with the IMT-2000 standard such as a third generation or fourth generation mobile communication system, The input / output unit 14 includes display means such as a touch panel and a display, and input means such as a touch panel and a keyboard mouse, etc. The storage unit 12 includes an operation hint display program 100 and hints. And broadcast data DB 16, and other, for storing data necessary for control of the operation hint display terminal 10.

  In the operation hint display terminal 10, when the control unit 11 reads the operation hint display program 100, the operation history storage transmission module 15 and the hint information update module 16 are realized in cooperation with the storage unit 12 and the communication unit 13. Further, in the operation hint display terminal 10, the trouble trigger determination module 17 and the display control module 18 are realized in cooperation with the storage unit 12 and the input / output unit 14 by the control unit 11 reading the operation hint display program 100. .

  As with the operation hint display terminal 10, the server 20 includes a CPU, RAM, ROM, and the like as the control unit 21, a data storage unit as the storage unit 22, and a communication unit 23 such as, for example, IEEE 802.11. A compliant WiFi compatible device is provided (may be wired). The storage unit 22 stores the hint information table generation program 200, the trouble data DB 27, and other data necessary for control of the server 20.

  In the server 20, when the control unit 11 reads the hint information table generation program 200, the operation history reception module 24, the hint data reception module 25, and the hint information transmission module 28 are operated in cooperation with the storage unit 22 and the communication unit 23. Realize. In the server 20, the control unit 21 reads the hint information table generation program 200, thereby realizing a trouble data generation module 26 in cooperation with the storage unit 22.

  Although not shown, the call center terminal 30 includes a control unit, a storage unit, a communication unit, and an input / output unit, like the operation hint display terminal 10, and transmits hint data to the server 20 by reading a predetermined program. To do.

[Hint information table generation processing]
FIG. 4 is a flowchart of hint information table generation processing executed by the operation hint display terminal 10, the server 20, and the call center terminal 30. The processing performed by the module of each device described above will be described together with this processing.

  First, the operation history storage / transmission module 15 of the operation hint display terminal 10 accepts a user's operation in the display area displayed on the input / output unit 14, and displays screen information indicating the display area and input information by the operation as operation history information. Is stored as needed (step S11). Then, the operation history storage transmission module 15 of the operation hint display terminal 10 periodically associates identification information for identifying the operation hint display terminal 10 with the stored operation history information (for example, from 5 minutes to 10 minutes). It transmits to the server 20 (step S12).

  The operation history reception module 24 of the server 20 receives operation history information associated with identification information from the operation hint display terminal 10 (step S13).

  The call center terminal 30 generates, based on the hint data indicating the operation that can avoid the trouble, generated based on the procedure for solving the trouble that occurred in the operation hint display terminal 10 operated by the user. The identification information is associated and transmitted to the server 20 (step S14).

  The hint data receiving module 25 of the server 20 receives the hint data associated with the identification information from the call center terminal 30 (step S15).

  The trouble data generation module 26 of the server 20 generates trouble data based on the latest operation history information received from the operation hint display terminal 10 identified by the identification information associated with the hint data transmitted from the call center terminal 30. (Step S16). In the present embodiment, “most recent” is the latest when a trouble occurs in the operation hint display terminal 10. For example, the call center specifies the date and time when the trouble occurred, and transmits the date and time to the server 20 in association with the hint data from the call center terminal 30. Then, the server 20 generates trouble data based on the latest operation history information on the date and time associated with the hint data.

  Then, the trouble data generation module 26 of the server 20 stores a hint information table in which the hint data transmitted from the call center terminal 30 is associated with the generated trouble data in the trouble data DB 27 (step S17).

  FIG. 5 is a diagram for explaining the hint information table stored in the trouble data DB 27 of the server 20. In the hint information table, in the operation hint display terminal 10, hint data indicating an operation that can avoid the trouble is associated with trouble data indicating a user operation in a display area that may cause a trouble. FIG. 5 is a diagram illustrating an example of the contents of trouble data and hint data.

  In the example shown in FIG. 5, for example, the call center accepts a trouble call indicating that the user is not connected to the network, and the cause is that the network setup wizard is executed on the operation hint display terminal 10, so that the network bridge is created. If there is, as hint data for avoiding this trouble, when clicking OK in the network setup wizard, hint data indicating that connection to the existing network may become impossible may be sent from the call center terminal 30 to the server 20. Send.

  When receiving such hint data, the server 20 uses the operation history information indicating that the network setup wizard is displayed, which is included in the latest operation history information received from the operation hint display terminal 10, as trouble data. Then, as in the example shown in the first line of FIG. 5, the server 20 includes the trouble data (“display network setup wizard”) and the hint data transmitted from the call center terminal 30 (“OK in the network setup wizard”). If the button is clicked, it may become impossible to connect to the existing network. ”) Is stored in the trouble data DB 27.

  Returning to FIG. 4, the hint information transmission module 28 of the server 20 transmits the hint information table stored in the trouble data DB 27 to the operation hint display terminal 10 (step S18).

  The hint information update module 16 of the operation hint display terminal 10 receives the hint information table transmitted from the server 20 (step S19). Then, the hint information update module 16 of the operation hint display terminal 10 stores the received hint information table in the hint information data DB 16, and if the hint information table has already been stored, the stored hint information table is updated. The hint information table received in step S20 is updated (step S20).

[Operation hint display processing]
FIG. 6 is a flowchart of the operation hint display process executed by the operation hint display terminal 10. The processing performed by the module of each device described above will be described together with this processing.

  First, the display control module 18 receives a user operation at the input / output unit 14 (step S31). For example, if the received operation is a display of a predetermined display area (for example, a network setup wizard), the display control module 18 performs control to display the predetermined display area on the input / output unit 14.

  The trouble opportunity determination module 17 refers to the hint information table stored in the hint information data DB 16 to determine whether or not the operation received in step S31 is an operation indicated in the trouble data of the hint information table (step). S32). If the operation hint display terminal 10 determines that the operation is indicated by the trouble data, the operation hint display terminal 10 proceeds to step S33, and if it is determined that the operation is not indicated by the trouble data, the process ends. .

  The display control module 18 controls the hint information table to display the hint data associated with the trouble data determined in step S32 on the input / output unit 14 together with the predetermined display area.

  FIG. 7 is an example of a screen displayed on the input / output unit 14 of the operation hint display terminal 10, and is a screen image in which hint data 142 is displayed together with a predetermined display area 141. In the example illustrated in FIG. 7, the network setup wizard (display area 141) is displayed on the input / output unit 14 by a user operation on the operation hint display terminal 10. Then, the trouble trigger determination module 17 determines that this operation is the operation indicated in the trouble data of the hint information table (see FIG. 5), and the display control module 18 adds this trouble data to the trouble data in the hint information table. The associated hint data 142 is displayed together with the display area 141. By displaying such hint data 142 at the timing when the operation for displaying the display area 141 is performed, the user subsequently operates the OK button, so that the trouble that the user cannot connect to the existing network in advance. Can be avoided.

  The means and functions described above are realized by a computer (including a CPU, an information processing apparatus, and various terminals) reading and executing a predetermined program. The program is provided in a form recorded on a computer-readable recording medium such as a flexible disk, CD (CD-ROM, etc.), DVD (DVD-ROM, DVD-RAM, etc.), for example. In this case, the computer reads the program from the recording medium, transfers it to the internal storage device or the external storage device, stores it, and executes it. The program may be recorded in advance in a storage device (recording medium) such as a magnetic disk, an optical disk, or a magneto-optical disk, and provided from the storage device to a computer via a communication line.

  As mentioned above, although embodiment of this invention was described, this invention is not limited to these embodiment mentioned above. The effects described in the embodiments of the present invention are only the most preferable effects resulting from the present invention, and the effects of the present invention are limited to those described in the embodiments of the present invention. is not.

  1 operation hint display system, 5 public line network, 10 operation hint display terminal, 20 server, 30 call center terminal

Claims (3)

An operation hint display system comprising: an operation hint display terminal that displays a display area for accepting a user operation on a display unit; and a server that is communicably connected to the operation hint display terminal.
The operation hint display terminal is
Display control means for performing control to display the display area on the display means based on a user operation;
A hint information table in which trouble data indicating a user operation in the display area that can be a trigger of a trouble is associated with hint data indicating an operation that can be avoided by the information about the user operation accepted in the display area Hint information storage means for storing
A trouble trigger determination unit that determines whether the operation is an operation indicated in the trouble data of the hint information table stored in the hint information storage unit when a user operation is received in the display area; With
When the trouble trigger determination means determines that the user's operation in the display area is the operation indicated in the trouble data, the display control means is associated with the trouble data in the hint information table. And controlling the display of the hint data together with the display area on the display means,
The server
Operation history receiving means for receiving operation history information indicating a user's operation history from the operation hint display terminal;
Trouble data storage means for storing the hint information table in which the hint data is associated with the trouble data based on the operation history information;
Hint information transmitting means for transmitting the hint information table stored in the trouble data storage means to the operation hint display terminal,
The operation hint display system further comprises hint information update means for updating the hint information table stored in the hint information storage means to the hint information table transmitted from the server. The operation hint display terminal further includes operation history transmission means for periodically transmitting identification information for identifying the operation hint display terminal in association with the operation history information,
When a trouble occurs in the operation hint display terminal identified by the predetermined identification information, the server performs the trouble based on the operation history information received from the operation hint display terminal immediately after the trouble has occurred. Further comprising trouble data generating means for generating data,
The said trouble data storage means memorize | stores the said hint information table which matched the said hint data which shows the operation which could avoid the said trouble with the said trouble data which the said trouble data generation means produced | generated. Operation hint display system. A method executed by an operation hint display system comprising: an operation hint display terminal that displays a display area for receiving a user operation on a display unit; and a server that is communicably connected to the operation hint display terminal.
In the operation hint display terminal,
A display control step for performing control to display the display area on the display means based on a user operation;
A hint information table in which trouble data indicating a user operation in the display area that can be a trigger of a trouble is associated with hint data indicating an operation that can be avoided by the information about the user operation accepted in the display area Hint information storing step for storing,
A trouble trigger determination step of determining whether or not the operation is the operation indicated in the trouble data of the hint information table stored in the hint information storage step when a user operation is received in the display area; Run,
When the display control step determines that the user operation in the display area is the operation indicated in the trouble data in the trouble trigger determination step, the display control step is associated with the trouble data in the hint information table Performing control to display the hint data on the display unit together with the display area;
In the server,
An operation history receiving step of receiving operation history information indicating a user's operation history from the operation hint display terminal;
A trouble data storing step for storing the hint information table in which the hint data is associated with the trouble data based on the operation history information;
Performing the hint information transmission step of transmitting the hint information table stored in the trouble data storage step to the operation hint display terminal,
A method of further executing a hint information update step of updating the hint information table stored in the hint information storage step to the hint information table transmitted from the server in the operation hint display terminal .