US 11,854,031 B2
Providing quantitative evaluations of friction within a customer experience to reduce abandonment and improve conversion of transactions
Brad Rucker, Plano, TX (US); and Matthew W. Leach, Plano, TX (US)
Assigned to NTT Data, Inc., Plano, TX (US)
Filed by NTT Data, Inc., Plano, TX (US)
Filed on Mar. 3, 2022, as Appl. No. 17/686,283.
Application 17/686,283 is a continuation of application No. 16/883,712, filed on May 26, 2020, granted, now 11,301,888.
Application 16/883,712 is a continuation of application No. 15/663,016, filed on Jul. 28, 2017, granted, now 10,699,287, issued on Jun. 30, 2020.
Prior Publication US 2022/0335459 A1, Oct. 20, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. G06Q 30/02 (2023.01); G06Q 30/0204 (2023.01); G06Q 30/0201 (2023.01)
CPC G06Q 30/0205 (2013.01) [G06Q 30/0201 (2013.01); G06Q 30/0281 (2013.01)] 38 Claims
OG exemplary drawing
 
1. A method for providing quantitative evaluations of friction within a customer experience to reduce abandonment and improve conversion of transactions, the method comprising:
identifying, with a computer system, one or more transactions, the one or more transactions including a first transaction;
determining, with the computer system and based on information of the one or more transactions, one or more CFF scores corresponding to the one or more transactions, the one or more CFF scores including a first CFF score corresponding to the first transaction, the first CFF score being a quantification of an aspect of the first transaction that has a negative impact on a customer experience associated with the first transaction; and
identifying, with the computer system, one or more friction points based on a comparison of the one or more CFF scores, the one or more friction points including a first friction point, the first friction point being associated with the first transaction, wherein addressing the first friction point reduces abandonment and improves conversion associated with transactions.