Note: Descriptions are shown in the official language in which they were submitted.
CA 022~49~l 1998-07-29
WO97/28Sl0 PCT/AU97/000
-- 1 --
"IMPROVED ELECTRONIC ORDERING DEVICE
AND ELECTRONIC RETAILING AND VENDING SYSTEMS"
The present invention relates generally to a
retailing system and in particular to an electronic
retailing system, particularly for facilitating the
remote electronic ordering of goods/services and
provision of goods/services (products).
From a more specific aspect, the invention relates
to improved electronic ordering and vending systems and
particularly, but not exclusively, to electronic ordering
of goods and/or services which may be vended locally by a
local device and/or ordered from a remote location by
operation of a local device.
The disclosure of the applicant's earlier filed
international patent applications, PCT/AU93/00416 and
PCT/AU95/00154 (publication numbers WO 94/04446 and WO
95/26004, respectively) are considered incorporated
herein. PCT/AU93/00416 relates to a vending machine
which facilitates recycling of complex articles, such as
printer and toner cartridges. PCT/AU95/00154 discloses
an electronic catalogue device and system for enabling
remote ordering of goods/services.
Remote electronic ordering of goods/services is
known. Systems are available where a user having access
to a personal computer (PC) may order a limited number of
goods or services from a remote location. The extent of
available systems is, however, limited and there are a
number of disadvantages.
In the prior art, a catalogue "database" is usually
provided to the PC user on data storage media such as
diskette, CD-ROM, or the like. The user accesses the
information on the catalogue via his PC and selects the
goods he requires. The PC will then print out an order
form, which is then usually sent to the service provider
by transmission media such as facsimile, post or the
like. Such systems are merely a logical extension of
known paper catalogue marketing techniques. The PC is
merely a convenient interface for reading the catalogue
CA 022~49~1 1998-07-29
WO97J28510 PCT/AU97/00058
-- 2
and generating printed orders.
Further, a separate accounting system is necessary
to process the users order.
Known electronic catalogue systems are generally an
extension of an existing computerised ordering and
administration system and may be qulte difficult to use
for people unfamiliar with computers. Further, present
systems have no means of storing high priority goods on
site and delivering them to the user instantly. It is
necessary to transmit order information to a remote
warehouse or delivery centre. Known systems are merely
concerned with the delivery of new or replacement
articles and have no means for processing the
administrative requirements for collection and storage of
used articles, such as recyclable materials.
Further, they do not provide untrained users
sufficient assistance to replace the need to make phone
inquiries upon the supplier to find out what products
they should order for the particular application
requirements. For example, there are no electronic
catalogues for laser printer, ink-~et printer, dot matrix
printers, photocopiers, facsimile machines and
multi-functional office machines, that guide the user
through compatibility lists allowing selection by brand,
model, type or any other meaningful access method.
Known vending systems are generally acknowledged as
stand alone devices with limited intelligence that
generally require highly labour intensive support systems
to ensure that they are stocked and maintained. Payment
methods are mostly cashed based as goods dispensed are
usually of relatively low value. Some limited remote
monitoring capabilities exist to monitor stock levels and
operational status.
Known vending systems have no means of acting
intelligently when communicating with consumers to
per~orm the function of a trained salesperson in a retail
outlet. Known vending systems are generally operated by
independent operators and not integrated to a
CA 022~49~1 1998-07-29
WO 97n8510 PCT/AU97/00058
-- 3
manufacturers or distributors retailing network. Known
vending systems cannot capture and distribute information
for manufacturers and distributors.
~ A manufacturer or distributor cannot use a known
vending machine as an integral part of an electronic
~ retailing network that can present and collect
information.
From a first aspect, the present invention provides
a remote ordering device for enabling a user to order
goods and/or services, including a user interface means
which includes user input means for enabling a user to
select available goods and/or services (products) from a
goods/service database and display means for displaying
information on products/services from the database,
identification means for identifying users of the device
and communication means for communicating with a remote
host device for automatically placing orders to obtain
goods and/or services from a remote location, and/or
means for vending goods/services on site.
The device may be an electronic ordering device by
way of which a customer (user) is able to order goods
from a remote location via the host. Device and host
comprise a system which is preferably associated with a
service infrastructure which enables the provision of the
goods/services. The host device may communicate directly
with goods/service providers. In an alternative
embodiment, the host device may act as a coordinator of
transactions and the ordering device may have a
communications link to the goods/service providers. The
communications link to the host and/or goods/service
providers may be a network link, such as the Internet.
In a preferred embodiment, the device, as well as
providing a remote ordering facility, also provides a
local vending ability. Storage means are provided for
3~ storing product on-site. The user interface means
enables the user to select a "take now" option if the
product is stored on-site. The product is vended and
information on the transaction may be downloaded to the
CA 022~49~1 1998-07-29
W097n8510 PCT/AU97100058
-- 4
host device for co-ordination of transactions and to
enable monitoring of vendible stock levels.
Identification means for identifying users of the
device, may comprise a card-swipe device, a smart card
connector, a PIN number facility (which could be used in
conjunction with card swipe, smart card, or used on its
own to identify a customer), or other means which enables
the identity of the customer to be determined. The
device is also preferably arranged to gather information
from a customer. For example, the user interface may be
caused to prompt the user to input his name and address
to enable delivery of an order. Further, information on
products usually ordered by a particular user may be
recorded.
Information gathered from a user may be used to
update a user database, which can be accessed by the
electronic ordering device and/or the host device.
Information stored in the user database may include
information on the frequency of visits to the device, as
well as information on number and types of products that
the particular customer generally orders. In a preferred
embodiment, this customer information is utilised to
affect the operation of the device. For example, the
operation may become more "personalised" towards the
particular customer and his requirements. If the
customer has used the device before, the device, by way
of the user interface, may "greet" the customer
personally and prompt him with offers of product/services
which, from the customer database, the device "knows" the
customer usually orders. The device may also "fast
track" ordering for this particular customer.
The device preferably has access to credit
information of a customer, either by way of a customer
database containing information on credit worthiness of
the user and/or by connection to a system such as the EFT
system, lOl a payment processor either directly from the
device or by way of connection via the host device. If
the connection is by way of the EFT then the operator of
CA 022~49~1 1998-07-29
WO97/28510 PCT1AU9710~8
-- 5
the remote ordering system may be paid directly by way of
the banking system and the customer's account can be
debited directly by way of the banking or payment
~ processing system. Alternatively, if the credit is
directly with the remote ordering system operator (on the
customer database) a separate bill trail may be
implemented.
The device is preferably adapted so that it can be
maintained unattended for substantial periods of time.
Routine technical maintenance services are preferably
provided as is a re-stocking service (where a vending
facility is available), with the logistics for such
services being controlled by the host system to optimise
efficiency and reliability.
The products which may be ordered may be any
products, and may include information. Where the product
is information, the information may be obtained from a
memory means within the device, may be downloaded as a
file from the host, or even obtained real time from other
network facilities, such as the Internet by way of an
Internet connection.
All transaction information is preferably downloaded
to the host device to enable transactions to be
accounted.
A problem with previously available methods of
ordering goods, including previously available PC based
electronic ordering systems, but encompassing any method
of ordering goods, eg telephone, order letter, etc. is
that the person making the order is often not totally
sure of the product or type of product he needs. For
example, with complex office consumables, such as toner
cartridges, the person making the order may not be sure
what type of toner cartridge is required or may even be
confused as to whether he is to order a toner cartridge
or another complex office consumable, such as a printer
cartridge. He may thus order the incorrect toner
cartridge for the machine or even order the wrong office
consumable totally. When the error is discovered the
CA 022~4951 1998-07-29
WO 97/28510 PCT/AU97/00058
-- 6
order will need to be cancelled and a replacement order
made.
The cost of such errors in time and money is an
immense burden on all industry.
The device preferably comprises a product
identifying means which is arranged to facilitate
identification of a product which may be desired by a
customer. The product identifying means may comprise a
bar code scanner. The customer would be provided with a
bar code identifying the particular product he requires
and merely pass it in front of the scanner. The device
would then know exactly which particular product the
customer requires and either order or vend it, or if the
product is not in stock, may offer compatible
alternatives. The device may also include means to
identify a used or old version of the required product, a
printed image which allows identification of the required
product, or any other "identifier" which could be carried
by a customer or recorded on a used article and detected
by the device to identify the desired product.
The use of an identifying means in this way
advantageously reduces or eliminates ordering of the
incorrect product. The identifying article may comprise
an object or card associated with an office machine, or
consumer product, such as a printer, for example. When a
new ink-jet cartridge is required, the user merely takes
the object or card to the identifying means to ensure the
ordering of the correct ink-jet cartridge. This may
occur automatically.
A control means of the device may include means for
prompting the user with a choice of products other than a
product desired by a user, where the product may be
associated with the other product in some way, i.e. they
may be similarly compatible with the same printer, in the
case of a printer cartridge.
For example, where the user orders an ink-jet
cartridge, the device may "ask" the user whether he would
also like paper/film to match the ink-jet cartridge type.
CA 022~49~1 1998-07-29
WO97~8S10 PCT/AU97100058
-- 7
The device may also prompt alternative brands of ink-jet
cartridge. Generally the device may be arranged to offer
any related or compatible products to the product
lnitially ordered.
Another example is with pharmaceutical preparations.
The device may be utilised to order/vend prescription
pharmaceuticals. Where a particular brand is not
available, alternatives may be offered, or the device may
recommend a selection of products based on the diagnosis
of responses given by the user.
The device may also prompt sale of products which
are associated with the particular user, once the device
has identified the user (via ID means).
For example, from previous orders the device may
"know" (by way of a user database - see above) that the
user usually orders a particular product and may
therefore prompt him with this product.
A problem with previously available
vending/dispensing systems is that no means are provided
for keeping track of the shelf-life of a product stocked
in a vending/dispensing machine. This may result in the
consumer receiving a product whose shelf-life has
expired. Again, this is a time and money waster for both
the supplier and the consumer.
The device is preferably arranged to monitor the
shelf life of products stocked, where a vending facility
is provided. The monitoring may be carried out by the
host or may be carried out locally by the device. The
vending system (comprising remote vending device and
host) is arranged to "track~ vendible products. From
information from re-stocking procedures, shelf-life of
any particular product in the vending storage means is
known. This shelf-life can be tracked either by
processing means in the device itself or remotely by the
host device.
This preferably enables the time any particular
product has been stocked in any particular vending
machine to be calculated. Where any product is found to
CA 022~49~1 1998-07-29
WO97/28510 PCT/AU97/00058
-- 8
be on or past its "used by~ date it can be replaced by
the stockist before being purchased by a consumer,
preventing time and trouble which would normally be
required for the consumer to exchange out of date
products.
A further problem with previously available methods
of getting goods to a consumer, such as general retail,
vending, etc., is that the supplier of a particular
product cannot keep a "real time" track of how his
products are being received in the market place. There
can be a delay of 6 months or even longer on the sales
information the supplier receives from a retailer, for
example, from what is actually happening in the market
place "today". The suppliers market response information
is therefore always out of date.
The ability to monitor transaction information at a
central host controller facilitates compilation of sales
information in a short period of time. Goods/services
suppliers are therefore provided with highly "up-to-date"
information to facilitate goods/service design and
marketing operations. Further, where user information
gathering capability exists, information can be gathered
to further facilitate product/service design and
marketing operations. This information can be gathered
quickly.
The transaction information can preferably be
downloaded at convenient intervals and may be downloaded
in real time, to enable monitoring of sales relatively
quickly compared to presently available results.
The system preferably further includes means fo~
analysing sales patterns of the device(s) based on the
transaction information.
An alternative embodiment comprises a stand-a-lone
device which stores transaction information and which may
include means for analysing sales patterns in that device
alone.
The device is preferably arranged to establish
location of a product where the product is not available
CA 022~49~1 1998-07-29
WO97128510 PCT/AU97100058
g
on-site at a particular device, where an inquiry for the
product is being made. This enables the provision of a
system which can not only provide products on site, at a
particular device, but can also provide a user with a
location of the nearest device providing the product on
site. Preferably, each device in the system has a unique
address and the host device is arranged to maintain a
record of products available at each device, which record
will be updated by user information. If a user wishes to
know the location of a particular product unavailable at
the device he is inquiring on, the device merely inquires
from the host as to the location of the nearest device
where the product is available.
A preferred embodiment of a system in accordance
with the present invention provides the ability for an
operator at the host or operator authorised by the host
system to change the information that is presented to
consumers who use remote ordering devices. Where, for
example, it is required to change the price of a product
or the prices for a range of products, the operator can
prepare a master file containing the products and their
respective price information and download the updated
information to all remote ordering devices, or perhaps
only to a selected group of devices, on an address by
address basis.
Further, the system preferably allows the operator
to download advertising information and promotional
office for display and presentation to consumers.
Preferably, the information downloaded can be specific to
the needs of consumers and can be based on user
information and other information such as selection
criteria which may include geographic location or
customers language.
The system therefore facilitates organised marketing
~ 35 campaigns. Different users may be offered different
discount prices, advertising information may be updated
from a central host, different manufacturers products may
be advertised, etc., all on the automated system.
CA 022~49~1 1998-07-29
WO97~8510 PCT/AU97/00058
- 10
As an alternative to storing the user information on
the system (either the device and/or the host) user
information may be stored on a magnetic card or a smart
card which the user carries. The device is arranged to
access the user information from the magnetic card or
smart card.
An alternative to an EFT connection or other billing
method, a smart card may also store a users credit, and
can be downloaded or uploaded, as the case may be, by the
remote ordering device.
Presently available vending machines are generally
pre-designed to stock a particular range of products and
the storage space is pre-designed accordingly, e.g., pre-
designed to store a range of products of certain size(s).
If it is desired to stock a different range of products
at a location then a different vending machine, designed
to accommodate the new range of products, will be
required.
Preferably, where the device includes a vending
facility, the storage means can be adjusted to retain
stock of different types and sizes. This is preferably
done by including a number of storage compartments which
are modular and may incorporate partitions for changing
their size.
Where, for example, it is required to change
products vended from a particular location then, rather
than replace the vending machine with one designed to
accommodate the new product, a vending machine in
accordance with an embodiment of this aspect of the
present invention may be adjusted to accommodate the new
product.
Adjustment is preferably by way of panels which can
be inserted/removed to adjust the storage space.
Further, the storage space may be modular, so that more
can be added on or so that it can be removed.
The dispensing means is also preferably adjustable
and may comprise a plurality of doors and control
mechanism for selectively opening the doors, adjustable
CA 022~49~1 1998-07-29
WO97~8510 PCT/AU97100058
by operating the control mechanism to operate a
predetermined number of doors per product, for example.
As discussed above, user information may include
information for determining frequency of use of a device
by a user (or where the device is part of a system
comprising a number of devices and a host, use of the
system by any user). Where a user uses the system
frequently they may be rewarded, e.g. by reduced prices
for future stock, etc. The system preferably includes
means for calculating and controlling rewards, and may
include means for dispensing rewards to a consumer.
A preferred embodiment of the present invention
comprises a device and system incorporating features of
the present invention so that a user may obtain desired
products from the device either by having the product
vended immediately or ordered from a host controller for
later delivery; may obtain information from the device,
which may either be stored on board or obtained over a
connection to network, such as the Internet; without cash
payment being required, as credit may be monitored by a
host controller or by direct connection to a banking
network such as EFT; may identify the location of
products where they are not available at the device or
available for immediate delivery; may provide detailed
information to the device to assist with future
transactions and/or modify future operation to assist the
user; provide a machine which will securely store product
and provides intelligent marketing and transaction
information with a time period convenient for the
operator and for the user and which is versatile in its
ability to store different types/sales of products.
Such a device and system enables a secure "one stop
shop" or service system, which is automated and
convenient for the user and operator.
Any product may be vended/supplied, including office
consumables, such as printer cartridges, tone cartridges,
paper, film, batteries, digital recording media, etc. or
any other type or product. One preferred embodiment of
CA 022~49~1 1998-07-29
W097/28510 PCT/AU97/OOOS8
- 12 -
the present invention comprises a device which is
particularly adapted to vend office consumables, such as
paper, printer cartridges, toner cartridges, film, etc.
For many years retailing of products and services
has been carried out in a very traditional manner. A
customer is required to attend an outlet where
products/services are vended with the assistance of a
sales person. This traditional arrangement has a number
of disadvantages.
Sales persons are required to be present generally
at all times in order to assist the customer and
facilitate the transaction. Persons must also be present
to maintain stock and for security purposes.
Further, the only product/services available to a
customer are usually those that are on-site. If the
product/service is not available in a particular store,
for example, then the customer must find a store where
the product is available.
Paper catalogues and PC catalogue systems are
available. As discussed above, however, they also have a
number of disadvantages and do not store product on-site.
From yet a further aspect, the present invention
provides a retailing system, comprising a host device
arranged to co-ordinate the provision of goods/services
(products), and a plurality of remote ordering devices
for placing orders for goodstservices and arranged to
communicate information in relation to such orders to
said host device, via a communications link, to enable
the host device to carry out the co-ordination of the
orders for goods/services.
The remote ordering devices may include devices such
as described above in relation to the previous aspect of
the invention, which may include a combined vending and
remote ordering facility, by way of which a user can
identify himself by means of a card or the like and carry
out a transaction without a cash transfer being required.
Remote ordering devices may include further different
types of devices, however.
CA 022~49~1 1998-07-29
WO97t28510 PCT/AU97/~058
- 13 -
For example, the remote ordering devices may include
a plurality of vending machines which are able to provide
goods/services locally on site. The machines may provide
~ a vending function only. The vending machines are
preferably arranged to provide information on vending
transactions to the host, via the communications means.
The host may therefore also co-ordinate the vending
machine transactions and, in particular, is able to
determine when a vending machine needs further stock.
The host is also preferably arranged to be able to
communicate with re-stockist via the communication means
to prompt the re-stockist to add further stock to the
vending machine.
The vending machines may comprise vending/recycling
machines as disclosed in applicants patent application
number PCT/AU93/00416. In such a case the vending
machine is preferably arranged to provide information on
goods returned for recycling so that the host can
co-ordinate transactions involving recycling.
The system may also include remote ordering devices
of the following different types
1. An electronic ordering device comprising a
personal computer based device, and an
ordering means which runs on the PC and
enables communication with the host and
provides information on goods/services to
be ordered.
2. An electronic ordering device may comprise
a PC which has access to the Internet, and
an ordering means is provided on the
Internet in the form of a web page
provided by a web server. The web page
~ provides information on goods/services to
be ordered and also enables communication
with the host for the goods/services
orders to be filled.
3. An electronic ordering device may comprise
a dedicated ordering kiosk, including an
CA 022~49~l l998-07-29
W O 97~8S10 PCTtA U97/00058
- 14
ordering means for communicating with the
host or means for communicating with an
appropriate web page on the Internet.
Such ordering kiosks may be adapted to be
placed in public places.
The kiosks may include any or all of the aspects of
the device described above or in the applicant's earlier
application PCT/AU95/00154.-
The ordering kiosks may also include means allowing
return of articles to be recycled.
As discussed above, the system is preferablyarranged to allow for remote payment for goods/services.
For example, an ordering kiosk or com~ined ordering
kiosk/vending machine may include card reader means or
the like enabling a user to swipe a credit card, bank
card, etc. The ordering kiosk or host may have access to
the users account to either debit it or at least confirm
that the user has the ability to pay, before filling the
order. Where a PC based electronic ordering device is
used, the user may have a code or other means of
identifying himself to be entered to the PC and the host
may debit an account relating to the code, accordingly.
The ordering means preferably includes a database
which provides information on goods/services and may
include any or all of the features of database provided
on the electronic ordering systems of PCT/AU95/00154 and
the device discussed above in the first aspect of the
present invention.
The ordering means preferably includes a number of
features, including the following:
A. The ability to identify a person or
account entering an order, by means of an
identification code or the like.
B. The ability to offer a person identified
goods/services which either the ordering
means or the host knows, from previous
ordering events, that person or account
usually orders.
CA 022~49~1 1998-07-29
WO97~10 PCTIAU97/~58
- 15 -
C. The ability to offer items/services which
are compatible with the goods/services
being ordered by the person/account. For
~ example, where office consumables are
being retailed, such as office printer
cartridges, for example, the ordering
arrangement may offer goods which are
compatible with particular printer
cartridge for possible purchase by the
user/account.
D. The ordering means may be arranged to
provide a reward for the recycling of
articles.
E. The ability to determine and identify to
the orderer/account the location of the
nearest outlet or vending outlet stocking
the goods/services. This enables the
orderer to be able to go to the nearest
vending machine and obtain the
goods/services immediately.
F. The ordering means preferably provides a
"virtual" supermarket which enables a user
to move around in the virtual space and
view and select goods/services available
in the virtual space.
The host software is preferably common for on-line
ordering from the PC, ordering from kiosks, or ordering
from an LAN, or ordering from vending machines.
The ordering means preferably provides a user
interface which has the same "look and feel" for each of
a plurality of the remote ordering devices in the system.
The user interface preferably provides a "virtual"
shopping environment, preferably including interactive
means including interactive pictures of different product
categories on the shelf, sales person for sales
inquiries/information, virtual counter if a product
returns/credits, virtual recycling bin, virtual service
counter for help, cashier to pay, etc. Not all of these
CA 022~49~1 1998-07-29
WO97128510 PCT/AU97/00058
- 16 -
features would be provided for every remote ordering
device. For example, where the remote ordering device
comprises a PC accessing a web page, a recycling bin may
not be provided, as there is no availability for the PC
owner to deposit a product for recycling. It is possible
that the virtual recycling bin may still operate,
however, and a service provider would be arranged to go
and pick up products for recycling from the customer
location, as a separate action, in response to the user
informing the software that he has products to recycle.
In a preferred embodiment, the ordering means is a
software entity which includes objects and data. It can
be run on any device with the appropriate processing
power. For example, many of the features of the device
in accordance with the first aspect of the invention may
be provided by way of such an ordering means. Further,
as discussed above the ordering means has the advantage
that it can be run as a web page on the Internet, can be
loaded to PC's in a LAN can be run on a home PC with a
network connection, etc. As well as the features
discussed above, the ordering means includes an ordering
engine which facilitates placing of the remote order with
the host.
The system of this aspect of the invention,
therefore, preferably provides a total interactive retail
selection and delivering system, which does not require
permanent sales persons to be in attendance at the
customer location. Further, any goods/ser~ices which are
available on the system can be ordered from a single
location.
The system in accordance with this aspect of the
present invention can be area wide, country wide or even
world wide, with transaction information being provided
to one or more host devices in the network. This has the
further advantage of the world wide network being able to
obtain a great deal of information on transactions and
customer preferences and collate that information at a
single location.
CA 022~49~1 1998-07-29
WO97t28510 PCT/AU97/O~S8
- 17 -
The system also enables network wide marketing
campaigns to be conducted, with advertising information,
price information, etc., being or to be controlled from
the host by the operator and downloaded to desired remote
ordering/vending devices on an address by address basis.
Communication means between the host and the remote
ordering devices and vending machines (where provided)
may be any communication means. The communication may be
by direct line, public telephone network (PSTN), cellular
or other radio frequency network, high speed network
connection, or a combination of these.
A preferred communication means is via the Internet.
In this case an Internet service provider may serve as a
communications hub between the host and the remote
ordering devices, and also preferably between the host
and any service/goods providers and re-stockist. Use of
the Internet also enables the order means to be placed on
the Internet via a web server and constantly updated by
the host and accessed by the remote ordering means.
The host may be connected to the Internet service
provider by the Internet or by ISDN or other higher speed
network (which some service providers offer to enable
down loading of large amounts of data).
The retailing system of the present invention can
advantageously be provided over a worldwide network,
utilising the Internet and like communication means. A
single host, depending upon processing power, can control
many remote ordering devices and vending machines and
control many thousands of transactions over the system.
The host network is preferably arranged in a
branching manner, with one master host and a number of
regional hosts. For example there may be a master host
in a capital city and a number of regional hosts in
various states or if, worldwide, a master host in one
~ 35 country and regional hosts worldwide, with a drill down
data capability. The master host would therefore have
the ability to access all data. The system has the
advantage that the master host will be able to access
CA 022~49~1 1998-07-29
WO97/28510 PCT/AU97/00058
- 18 -
user information for all users of the system. No matter
which particular device a user orders from, therefore,
the devices operation may be tailored to that particular
user. Further, a host will be aware of all transactions
which that particular user carries out.
Features and advantages of the present invention
will become apparent from the following description of
embodiments thereof, by way of example only, with
reference to the accompanying drawings, in which:
Figure 1 is a schematic block diagram of a device
and system in accordance with an embodiment of the
present invention;
Figure 2 is a front elevation of a device in
accordance with an embodiment of the present invention
schematically indicating major hardware components;
Figure 3 is a front view of a vending/electronic
ordering device in accordance with an embodiment of the
present invention;
Figure 4 is a side view of the device of Figure 3;
Figure 5 is a flow chart illustrating example
operation of a device in accordance with the present
invention;
Figure 6 is a diagram illustrating one example of an
arrangement for a product/service catalogue accessible by
a device in accordance with the present invention;
Figure 7 is a schematic block diagram illustrating
functions of communication tasks of a device and host in
accordance with an embodiment of the present invention;
Figure 8 is a schematic block diagram illustrating
further operation of the system, comprising a remote
ordering device and host;
Figure 9 is a schematic block diagram illustrating
content of a typical communication exchange between a
remote ordering device and a host device;
Figures lOa to lOi are illustrations of examples
screen representations of a display for various user
interface events for a device in accordance with an
embodiment of a present invention;
CA 022~49~l l998-07-29
WO97/28510 PCT/AU9710~58
- lg -
Figures lla through llg are illustrations of screen
representations of the user interface for an example
operation of the device in accordance with an embodiment
~ of the present i~nvention by a cu,s~tomer;
Figures ~ through ~p are a series of
~ illustrations of screen representations for operation of
a device in accordance with an embodiment of the present
invention, for 3an example re-sto~king operation;
Figures ~a through ~ are a series of
illustrations of example screen representations for an
embodiment of a device in accordance with the present
invention, foLr illustration of a technician operation;
Figure ~ is a schematic block diagram illustrating
a automated retail system in accordance with an
embodiment of~the present invention; and
Figure ~6 is a schematic block diagram of an
ordering means in accordance with an embodiment of the
present invention.
Referring to Figure 1, a "one stop shop~ remote
ordering device 100 is illustrated schematically in block
form. The device is arranged to enable a user to
purchase a product which may be vended on site or which
may be ordered from a host 101 to which the device 101 is
connectable by a communications 102 (which may be a
telephone connection, for example, a dedicated line, or
other type of network connection, such as the Internet),
for later delivery. The device also enables the user to
enter and purchase information (eg from a connection 105
to the Internet 106) and is operable without cash.
Instead the users credit may be checked by connection 10~
to a bank network 103 (eg EFT). In figure 1 the device
shown connected directly by a link 103 to the bank
network 104. Alternatively, the bank network 104 may be
accessed via the host 101.
Host 101 remote ordering device 100 together
comprise a remote ordering/vending system.
The device may be positioned at any convenient
location, in a store, an office, an office foyer, a
,, . . _ _,
CA 022~49~l l998-07-29
WO97~8510 PCT/AU97/~058
- 20 -
factory, a shopping centre, on a street corner, for
example, to enable multiple users access to the automated
"one stop shop" facility offered by the device and
system.
The remote ordering device 100 includes a control
means 110, which comprises a computer for controlling
local operation of the device. The computer includes
appropriate software for controlling the device. The
device 100 further comprises a card reader 111 for
identifying a user by means of magnetic card swipe; a
data entry means 112, which may comprise any means for
entering data, such as a keypad, audio interface for
digitising voice, a printer 113; a video display 114
(which in this embodiment is a touch-screen and therefore
also operates as a data entry means 112); a database 115,
which may contain product means, information, information
on users etc., (in this embodiment the database 115 is in
memory in the device 100, and will in fact be stored in
the computers memory where the control means 110
comprises a computer, but the database 115 or part of the
database, such as user information, for example, may be
stored off-site, at the host device 101, for example, and
the device 100 may have access for the database, with
only an amount of the database that is required for
immediate use of the device 100 being maintained on
site); a storage and dispensing means 116 for storing and
dispensing product locally on site; a product
identification means 117 arranged to identify an article
so that a product associated with the article can be
determined. The article may be a bar code, magnetic
card, an object, a returned product etc.; and a
communications means 118 for interfacing with
communications connection to the host 101, bank network
104, Internet 106 and any other required connection.
Other devices 200, 300, 400 may be connected in the
system to the host 101. These devices may be the same
and offer the same functions as the device 100 or may
offer varying functions. For example they may offer
CA 022~49~1 1998-07-29
wog7n8510 PCT/AU97/0~58
- 21 -
different types of products. One or more devices may not
offer a vending facility, but will offer an electronic
ordering facility. One or more may just offer a remote
facility, without it being possible to order goods or
other services.
Figure 2 is a front view of a device in accordance
with figure 1, illustrating the hardware configuration.
Preferably, the hardware comprises the following
components, reference numerals included brackets indicate
how the components relate to functional blocks of figure
1.
A magnetic card reader 210a (card reader 111) is
provided for user identification. Note that a smart card
reader or the like may be provided in the alternative or
in addition to the card reader 210A. A VDU (visual
display unit) 210 (display 114), is provided to provide
information to the user relating to operation of the
device. In the preferred embodiment, the colour monitor
210 has a touch-screen facility so that the data entry
means 112 also comprises a touch-screen input. This
facilitates interaction with the customer. A customised
pin pad 208 and interface buttons 208a are also provided
in the illustrated embodiment, but all the functionality
of the pin pad 208 and button 208A may be replaced by the
touch-screen 210 in other embodiments and the pin pad 208
and buttons 208a may be dispersed with.
Storage means are provided in the form of
compartments 201 (116), each having a separately lockable
door (116). It will be appreciated that the storage
means could have many other configurations (see
applicants earlier PCT application PCT/AU93/00416). In
this embodiment each compartment 201 door includes a
latch which is controllable by the control means 110 to
release the door so that it can be opened so that a user
can take a product stored therein or replace a returned
product in the compartment and then shut the door. An
appropriate mechanism for retaining and opening the doors
is described in PCT/AU93/00416, and will not be described
CA 022~49~1 1998-07-29
WO97/28510 PCT/AU97/00058
- 22 -
any further here. Further, other types of storage means
may be provided in compartments with doors, although
these are the preferred storage means. For example, a
product may be delivered by way of a chute (see earlier
PCT application PCT/AU93/00416) from a stack of products.
The device also mounts a computer module 220 (control
means 110~. The computer module 220 is inside the
cabinet and inaccessible to the user except via the user
input means. Components of the computer module 220 are
schematically illustrated. A person skilled in the art
will be able to realise an appropriate configuration of
the computer module 220 components from this description.
Computer module 220 comprises an INTE~ based ~pentium"
processor 221; a 33,300 baud external modem 222
(communication means 118) for communication with the host
device 300; 420 to 2200 MB hard disc drive 223, 3.5 inch
floppy diskette drive and CDROM 224 and 4 to 64 megabyte
of RAM 225, constituting a memory for the computer 220.
A sound card 226 for the reproduction of audio files is
provided. A suitable audio means is provided to
reproduce sound including a speaker (not shown in the
drawing). A video capability such as MPEG or quicktime
for video images is also provided. An input and output
controller card 227 is provided for receiving signals
indicative of products being removed from and placed in
the compartments 201 (disclosure of detectors for
detecting the opening of a compartment door and the
placing of a product therein or removal of a product
therefrom are disclosed in the above-mentioned PCT
application, which is published and incorporated herein
by reference and no further description will be given
herein). The input and output controller card 227
detects whether a product is returned or removed from a
compartment and provides appropriate signals to the
processor 221. A receipt printer 228 (221) is also
pro~ided for printing user receipts.
The keypad 208, 208A, may be any convenient type
of keypad which will enable a user to carry out operation
CA 022~49~1 1998-07-29
WO97~8510 PCTIAU97/00058
- 23 -
of the device in accordance with the following
description. Generally, it will comprise numeric keys 0
to 9, scroll keys, to enable scrolling of a display
appearing on the screen 210 and selection keys 208A to
make a selection of a particular item appearing on the
screen next to the particular key 208A. As discussed
above, where a touch-screen interface is provided, as it
is in the preferred embodiment, some keys may not be
necessary or the keyboard may even be dispensed with
entirely.
A bar code scanner 229 is also provided for scanning
bar codes to identify products, (product identification
means 117).
Figures 3 and 4 illustrate a further embodiment of a
device in accordance with the present invention. The
device of figures 3 and 4 is similar in many respects to
the device of figure 2 and the same reference numerals
are used for similar components. No further description
will be made of those components. Note that the internal
hardware of the device of figures 3 and 4 is not
illustrated, as it is in figure 2 (e.g., computer module
220). Such internal hardware is the same as in figure 2.
Storage compartments 201 (storage means 116) of the
embodiment of figures 3 and 4 are modular in construction
and the internal storage space provided by the device of
figures 3 and 4 can be modified by appropriate
arrangement of a modular construction. In particular,
the storage spaces can be divided up by partitions 152 to
vary their size. For example, compartment 150a is half
the size of compartment 150b because of the existence of
partition 152. The control means 110 is arranged to
control the opening of the doors to 201 depending upon
the size of the associated storage space. For example,
to obtain the product in 150a only one door need to be
opened, but two doors need to be opened for space 150b.
The storage space is therefore adjustable by means of the
removal and addition of partitions 152 and reconfiguring
of the control means 110 so that it knows which doors to
CA 022~49~l l998-07-29
WO 97/28510 PCT/AU97100058
- 24
open for which storage spaces. It will be appreciated by
a skilled person that the configuration of the control
means 110 to operate the door mechanisms can be by
appropriate software.
The embodiment of figures 3 and 4 also comprises
an alternative means for storage to compartments 201.
The storage means 155 in the form of a storage chute 155a
and dispensing slot 155b may store products in the form
of a stack. CD ROMS or other stackable products may be
provided. A dispensing means, slot 155b is controlled by
the control means 110 to dispense products a unit at a
time.
With the modular construction of this arrangement,
more storage space may be added to the device. For
example, a further storage unit including a plurality of
storage spaces 201 may be attached to the device of
figures 3 and 4, with appropriate electrical connections
for controlling the door mechanisms of the additional
unit and appropriate software configuration of the
control means 110. It will be appreciated that many
alternative configurations of the device may therefore be
provided, some with many storage compartments, some with
few.
It will be appreciated that much of the control of
25 the device will be implemented in software, for control
of operation of the hardware of the device in accordance
with this embodiment. A detailed description of the
software configuration is not necessary. The
functionality of this device may be software implemented
in any number of ways, using standard software tools
available to the skilled software engineer. This
description describes functional re~uirements for the
device, presents some examples of operation as may be
seen by users of the device. This description is
35 sufficient to enable a skilled person to implement
appropriate software.
A user interface software module controls the
various hardware interface devices, such as display 114
CA 022~49~1 1998-07-29
WO97~8~10 PCT/AU97/0~58
- 25 -
(including touch-screen) to enable interaction with a
user of the device. In a preferred embodiment, the user
interface provides a graphical user interface, which is
preferably arranged to allow the display of text,
graphics ~animated and static), audio and video.
Examples of the type of displays which will be seen by
the user are given later on in this description, with
reference to others of the figures. Any variations are,
of course, possible, within the functional requirements
of the device.
Examples will also be given of the types of
graphical user interface which may be provided to a
technician and re-stockist.
Referring again to Figure 1, a brief overview of
operation of the device will now be given. Under control
of the software, the control means 110 monitors the data
entry means 112 and operates the display 114, to offer
products to a user and receive input orders from the
user. The control means accesses the network 103 to
obtain credit information (although, as discussed above,
credit information may be obtained from the host or
stored on board the device) and if the credit of the user
is good, control means 110 will control the ordering of
the product from the host 101 (if the product is not
available on-site), will control a storage and dispensing
means 116 to dispense the product (if the product is
stored on-site), or will control the connection to the
Internet 106 (if the product is information available on
the Internet).
As discussed above, the need to remotely check the
credit of a user may be negated by the user carrying a
smart card or the like which contains credit account on
the card itself. In this case the device is arranged to
download credit from the account on the card or, if, for
example, a credit is being provided to the user, to
upload credit to the card.
The device 100, is arranged to provide the
operations discussed in the preamble of the
CA 022~49~1 1998-07-29
WO97~8~10 PCT/AU97/00058
- 26 -
specification.
All transaction information may be downloaded to the
host 101 so that the service provider can keep track of
all transactions, virtually, if not absolutely, in real
time, and use this information for
marketing/sales/accounting.
~ nformation obtained from user operation of the
device 100 is processed by the host 101 and is used to
deliver goods to the user (users address), or on next
operation of the device, present him with a menu of
products relating to the products he usually purchases
(product info). The information can be used to make the
device "intelligently reactive~. A user database may be
stored locally in the device 100 in the database 115 or,
or may be provided at the host 101 and the device 100 has
access to the user database via the communication means
118. The control means 110 is arranged to control
operation of the device in accordance with information
from the user database. For example, the operation may
become more "personalised'~ towards a particular customer
and his requirements. It may "greet" the customer by a
message on the display 114, and prompt him with office of
product/services which, from the customer database, the
device "knows" as the customer usually order. The device
may also "fast track" ordering for the particular
customer.
The device 100 may also be arranged to provide a
"reward" to predetermined customers. For example, where
a customer has used the device (or other devices in the
system) for a predetermined number of times, they may
receive a reward, such as a price reduction from a
purchase or an additional product.
A product identification means 117 enables
identification of a product where the user is not sure
exactly which product he requires. For example, with
complex office consumables, such as toner cartridges, the
person making the order may be an employee who is not
sure exactly what type of toner cartridge is required.
CA 022~49~1 1998-07-29
WO97128S10 PCT/AU971~58
- 27 -
In such a case, he is provided with an object which
enables the device lO0 to identify the product. The
object may be a bar code, which could be mounted on the
~ old used product, mounted separately on a card; it could
be a magnetic card storing information on the product in
~ the magnetic strip; it could be a picture of the product.
Where the object is a bar code, the product
identification means 117 is a bar code reader. The user
scans the bar code in front of the bar code reader and
the device automatically identifies the product required
and either orders it remotely via the host lOl or (if the
product is available on site, dispenses it from the
storage and dispensing means 116). As another feature,
the device is also arranged during operation to prompt
the user to purchase products which are related to
products which the user has already requested. For
example, where the user orders an ink-jet cartridge, the
device may prompt an order of associated paper/film.
That is, the display would say something like "would you
like the compatible paper/film to go with this ink-jet
cartridge". Further, alternative brands of products
which the user has order but which are not available on
the system, may be offered.
The system comprising the device lO0 and host lOl is
also arranged to keep track of shelf-life of products
stored in the device lO0. The time any particular
product has been- stored in the device lO0 may be
calculated. Where any product is found to be on or past
its "used by" date it can be replaced by a stockist
before being purchased by a consumer. A stocked product
database is maintained, preferably at the host device
lOl. Alternatively, a stock product database for local
product may be stored on the database 115. The database
retains information on the shelf-life of each particular
~ 35 product which is stopped. It is updated as the device
lO0 is re-stocked. The host lOl is arranged to maintain
a database which includes information on products stocked
at all devices lO0, 200, 300, 400 in the retailing
CA 022~49~1 1998-07-29
W097t28510 PCTtAU97tO0058
- 28 -
system. Each device, 100, 200, 300, 400 is identified to
the host by a unique address. The host 101 is therefore
able to, with access to the product database, to identify
the location of a particular product. Where a user
requires a product and the product is not available at
the device 100, but may be available at other devices in
the vicinity of the device 100, then the device 100 is
arranged to make an inquiry of the host 101 for the
location of the desired product. Once the location has
been established and the host 101 has informed the device
100 of the location, the device 100 informs the user.
An example of operation of the device will now be
described generally with reference to figure 5. More
detailed operation will be described subsequently.
The control means 110 is adapted to control the
display means 114 to produce a number of screens,
depending upon user operation of the device 100. As an
initial step, an "introduction screen" 801 is displayed
by display means 114. The introduction screen may give
information to the user as to how to access the device,
e.g., where to place his identification means in order to
proceed with a transaction.
After reviewing the introduction screen 801, the
user proceeds to step 802 and inserts his magnetic card
into card reader 210A, to enable the device to identify
him.
After the user has been identified 803, the control
means 110 controls the display to display a "main menu"
804. This may comprise a single screen or,
alternatively, a number of screens through which the user
may scroll, providing the user with a number of choices
of goods/services available for order, and may indicate
whether goods are "on-site~ in storage locations 201 or
only available from remote site. Alternatively, this
indication may not be given until later on in operation
of the device. The display means may provide high
definition graphical images of catalogue products
~depending on software).
CA 022~49~1 1998-07-29
WO97~8510 PCT/AU97/00058
- 29 -
In the next step 805, the user selects the product
he requires (either goods/services or both) by actuation
of the input means 112 (which is a touch-screen in the
preferred embodlment). Control means makes a
determination as to whether the product is available
locally or remotely, step 806.
If the product is available locally, in the next
step 807 the product is dispensed from one of the storage
~ocations 201, the control unit operating a latch
mechanism to the particular storage location 201 to
enable the user to open the specified door. The user
then takes the product. A suitable latch mechanism and
configuration of the storage location is described in the
earlier PCT application referred to above
(PCT/AU93/00416).
The preferred embodiment incorporates a recycling
function as well as a vending function (see earlier PCT
application). It enables the user to recycle complex
items, such as toner cartridges for laser printers, etc.
Step 808 enables a user to return a used product to an
appropriate storage location 201 for recycling. Damaged
and unwanted goods may also be returned. This option
need not be included, but is preferred. At step 809, a
receipt is printed and provided through slot 228 to the
user. The receipt gives details of the user transaction
for his information.
If the result of the decision at step 806 is that a
product is not available locally, at step 810 the display
requires the user to indicate whether his order is
confirmed. If the order is confirmed the control unit
requests the order from the host device by way of
communications link 102, at step 811.
At step 812 receipt is printed for the user through
slot 211, giving details of the delivery.
Details of user account transactions are
periodically up-loaded to the host device 101 via the
communications link 102 (step 813) to assist in
administration of the system (814).
CA 022~49~1 1998-07-29
WO 97/28510 PCT/AUg7/00058
- 30 -
Control means 110 is also arranged to determine
whether a product which is usually locally vended is in
stoc~, by determining contents of the storage means 201
and/or using details from previous transactions.
In a preferred embodiment, computer diskettes may be
vended from storage means 201. Storage means 201 may be
in chute form, i.e., a stack of diskettes being stacked
in the chute and individually dispensed (see embodiment
of Figures 3 and 4). Any other arrangement may be used.
Figure 6 illustrates a portion of an example
catalogue database stored in the memory of the remote
ordering device. Note that the database need not be
stored on board the device in memory, but could be
accessed on line. The database may be accessed via the
Internet and be available as a web page on the Internet,
for example. The database may be part of an ordering
means (see later) which includes an ordering engine to
place orders and the database so that the user can select
orders. Such an ordering means may be available over a
network, such as the Internet or may be available on the
device. Where the database is available as a web page,
the host 101 controls the web server and maintains the
database. As another alternative, the database may be
available at the host 101 and be available on line 102 of
the device 100. In this embodiment, however, the
database is stored on the device. This database is
organised in a hierarchical branching structure. The
representation shown in Figure 6 gives an idea of how the
database information will appear on the display 114 when
accessed by a user. The information in the left hand
columns is more generic and more detailed information is
provided as one passes to the right in the diagram.
Following login 900, the user will be invited to select
from a menu of generic items with the heads indicated in
the left hand column of Figure 6. The user may, for
example, select the "electronic product catalogue" 901 by
appropri~te actuation of the user interface buttons 208A
~or touch-screen, where provided). A display of the next
CA 022~49~1 1998-07-29
wo s7nssl0 PCT/AU97/00058
- 31 -
limb in the "tree" will then appear, giving a list of
items which fall within the electronic product catalogue
901. The examples given in Figure 7 are "laser printer
and fax supplies" 902, "ink-jet printer supplies" 903,
"other office supplies" 904 and "lunch orders" 905. Any
number of items may be included in the electronic product
catalogue 901. If there is not room to display the menu
showing all the items on the screen 210, scroll keys 208
may be actuated by the user to scroll the screen up or
down to view other menu items.
A particular user may "know~ a particular
product he requires in a number of ways. For example he
may know of the product by type (i.e. what type of laser
printer it fits) or he may know it by brand name. The
database enables the user to select a particular product
using his knowledge. For example, he may select by type
906 or by brand 907. If he selects by brand 907, for
example, a display showing a series of brands of laser
printers 902, ink-jet printer supplies 903, etc, will
appear. From this menu 907 he can then select a
particular brand. The products available by brand will
then appear on the screen 908 through 913. He can then
select a particular product and proceed to the purchase
transaction screen 914 into which he will enter details
such as the number of products he requires. The
information, together with the identity of the user (and
any other information which may be required by the
service provider) will then be loaded into a transaction
file "see later" for communication to the host device
101.
Where a user is uncertain of the product he
requires, he may utilise the product identification means
117, as discussed above.
The catalogue database may include information
on any number of products/services which are available
for purchase.
For example, an electronic information catalogue
915 is also provided, for the provision of services at
CA 022~49~1 1998-07-29
WO97/28~10 PCT/AU97/00058
- 32 -
the device 150. Services may include educational
services, "lessons" 916, weather reports, "weather" 917
and "news," 918. Selection of one of these items may
then prompt the appearance on the display of a menu
giving many sub-items. For example, "weather" 917
selection may allow options of IlSydney weather" 918 or
"national weather" 919. Selection of "news" 920 may give
options of "Sydney news" 921, ~National news" 922 and
'lInternational news" 923.
The memory of the device stores various service
files corresponding to the service menu items available.
Each service file includes data for driving the device to
provide the particular service. The data may be in the
form of information to be produced on the display, giving
a rundown of the Sydney weather, for example, may be in
the form of an audio file to be reproduced audibly (e.g.
verbal information giving a rundown of the Sydney
weather) or may be in the form of a video file to provide
visual service information. As discussed later, service
files can be updated from the host device 300.
As an alternative, or in addition, services may be
obtained on-line from a separate service provider, such
as the Internet (105, 106), so that various web pages can
be accessed from the device. In this case it would not
be necessary to provide files in a database in the
device, but merely to have the facility to download from
the Internet.
In accordance with the invention discussed in PCT
application No. PCT/AU93/00416, a "machine cartridge
store/exchange" 924 function is also provided and this is
also prompted by the same menu. Menu sub-items for this
generic head include, for example, types of toner
cartridge to be exchanged or purchased, 925 through 927.
Following selection of a particular cartridge,
information for a return and/or a purchase transaction is
prompted 928 on the display.
Once a transaction has occurred at the device, the
host must be informed of details of the transaction so
CA 022~49~1 1998-07-29
W097~8510 PCT/AU97/W~58
- - 33 -
that the product can be provided (if it has not already
been provided locally) and so that the user account
information can be updated. The system must also enable
a series of "house keeping~ operations. For example,
service files must be updated to ensure that the services
are up-to-date. For example, ~Sydney weather~ 918 will
need to be updated at regular intervals. Further,
account information on the user database 115 must also be
updated at regular intervals depending upon purchase
information and provision of monies by the user to the
service provider. Note that where the user database is
maintained at a different location, e.g., at the host
101, an appropriate update of the user database 115 at
the host will take place, rather than at the device. The
update will be on the basis of transaction information
and input user information. It will also be necessary at
times for the catalogue database to be updated to reflect
availability of product/addition of new products/price
changes for products. User information may also be
updated, as to what products a user buys, what his
personal details are (if they had changed or if it is a
new user) etc.
As discussed above, the behaviour of the device may
be modified depending upon a particular user. Modified
operation parameters and instructions can be downloaded
from the host to the local device.
These requirements are satisfied by data
communication between each electronic device and the host
device 101.
This ability to control the operation of the device
100 on the remote host location 101, and the fact that
each device 100, 200, 300, 400 in a system is identified
~y a unique address, facilitates a number of advanced
operational features of the system:
A. The ability to change the information that is
presented to consumers who use the device. In a
preferred embodiment, pricing information for
pricing of products is controlled from the host
CA 022~49~1 1998-07-29
WO97128510 PCTIAU97100058
- 34 -
device 101. An operator of the host 101 can
prepare a master file containing product and
price information and download the updated
information to all devices or to a selected
group of devices, identifying the devices by
address. Further, the prices may vary from user
to user, based on updated user information
controlled from the host 101. The user who
fre~uently buys a particular product, therefore,
may be offered a different, discounted price,
from a user who only infrequently buys that
particular product or only infrequently uses the
system. Different pricing information would be
presented to the different users.
B. Advertisinq and Promotion. A host 101 enables
an authorised operator to download advertising
information and promotional offers display and
presentation to users of the devices in the
system. Again, different advertising
information and promotional information can be
downloaded to different geographical areas, by
device address. Advertising and promotional
communications can be by way of multi-media,
including audio, video, etc. The pricing,
advertising and promotional information can be
specific to the needs of consumers of the device
based on selection criteria which may include
their geographic location or their language, as
well as purchasing habits.
C. Operation of devices in a system can be varied
depending upon selection criteria for the
particular devices, which includes the selection
of criteria discussed above. Other selection
criteria include sales performance of a
particular device. For example, devices in
particular geographic locations may sell more of
one particular product than another. This
information can be used to vary the products
CA 022~49~1 1998-07-29
WO 97/28510 PCT/AU97/OOOS8
- 35 --
being sold at the device or offered for sale of
the device or offered for sale on the electronic
catalogue.
Each device in the system can therefore be
controlled independently by the host 101 and
different information for control of the device
can be downloaded.
D. The advertising information downloaded to
devices may include ~branding messages" for the
products sold by the device. Because of the
nature of the user interface and the fact that
different communications can be presented at
different times to users, then different brand
owners can have their brands promoted at
different times, by way of the same device.
Brands of products which are stocked on-site can
be promoted by way of the user interface and/or
brands of products which are available by way of
the electronic catalogue.
E. Arrangement of the system enables different
retailers to be able to use the same device.
This is something that is not facilitated and
does not occur in the prior art. The vending
devices in the prior art are normally controlled
by a single retailer. Because of the ability to
update control information from the host 101,
however, and to separately log transaction
information, more than one retailer can use the
same device.
The above arrangements enable the conduct of
organised marketing campaigns by way of the system.
Because of the ability to address the devices separately,
the marketing campaigns can be based on selection
criteria as discussed above, such as geographical
location, sales information, use of preferences, etc.
Advertising and promotional campaigns can be conducted at
the same time as a major television marketing campaign,
for example, and can be targeted by geographical
CA 022~49~1 1998-07-29
wo s7nssl0 rCTlAU97/00058
- 36 -
locatlon, country, language, etc.
Figure 7 is a schematic block diagram illustrating
the operation of the system from the point of view of the
host.
5As transactions occur, each device stores
transaction information (identity of the user, number and
type of products required, and any other information that
the system deems necessary, as may be determined by the
operator) in a transaction file. The transaction file
will include details of all transactions occurring at the
electronic catalogue device during a predetermined time
period. At predetermined time intervals (for example
0600 hours, 1100 hours, 1500 hours, 2200 hours) the
device dials up the host device via the modem and uploads
the transaction file including information on all
transactions. Note that, where there are a plurality of
remote ordering devices serviced by a single host device,
the dialling times for each respective device need to be
staggered so that only one device is communicating with
the host at any one time.
At 101, therefore, the electronic catalogue device
dials the host. At 102, the host answers and then
directs various communication tasks. These communication
tasks include the following:
251. The host may ask the electronic catalogue device
to upload transaction files. It may also ask for upload
of an inventory file, which gives details of any stock
remaining at the location of the electronic catalogue
device (e.g. printer cartridges in compartments - see
above-referenced PCT application). Any other file may
also be requested. For example if the host wishes to
check user details, it may request a particular user file
~where the user database is maintained at the host, the
host will update the user database on the basis of
information received from the device regarding identity
of use, user information input to the device and
transaction information). Such requests may be done at
the prompting of the operator.
CA 022~49~1 1998-07-29
W097n8510 PCT1AU971~058
- 37 -
2. It may direct downloading of any file. For
example, if the operator wishes to update a particular
service file it may download a new service file to
replace the service file at the electronic catalogue
device. Similarly, it may download files for updating
the catalogue database 4 with regard to products, prices,
etc.
3. It may cause the electronic catalogue device to
empty a file. For example, it is preferred that the
transaction file be cleared at the end of each day (note
that the transaction file is not cleared during every
communication. For security reasons, it is considered
advantageous to have the transaction file remain in the
memory of the catalogue device to at least the end of the
day).
4. It will terminate the communication.
All data that is to be transferred is compressed
and encrypted (see later).
- The host prepares files for downloading 104. As
discussed above, services files, user files, catalogue
database, and any other files which may be provided on
the electronic catalogue device l0l require updating from
time to time. This is done at the host end. A host may
prepare files from any number of sources of information
105. The information may be input by operation of a user
interface (e.g. keyboard, mouse, etc) by an operator.
For example, a service file may be updated by entering
data by way of a keyboard. Alternatively, an audio file
may be entered, a visual file, etc. Entering of data may
be done at any convenient time. The host may also update
data automatically.
The host also examines the contents of any unloaded
files (e.g. transaction files) 106. On receipt of a
transaction file, the host identifies the user and the
type of transaction required and prompts the service
infrastructure to deliver the product and issue an
appropriate debit note (where EFT or the like connection
is available, a debit note may not be necessary). The
CA 022~49~l l998-07-29
WO97/28510 PCT/AU97/~058
- 38 -
host will also examine the contents of any other files,
will print relevant reports (monthly, stock low at
location of electronic catalogue device, etc.) 107. Any
operation of the host device which is appropriate for the
services provided can be implemented, as will be realised
by a skilled person.
Automatic accounting is a possibility 108 and the
host may notify the accountant on his computer screen of
the remote ordering device status and what action is
required. At night the host prints daily transactions
and directs the remote ordering device to clear the
transaction file 109.
Figure 8 is a schematic block diagram which
illustrates further operation of the system, in
particular in relation to the servicing and provision of
items which are available locally at the remote ordering
device location.
The remote ordering device is arranged to
communicate with the host automatically when stock of a
particular item on site is low. How low the stock has to
be before communication with the host 101 occurs is a
matter of choice of the operator. As described
previously, the host will answer and direct the device to
perform various communication tasks 152. For this
particular operation, the host will request an inventory
and may also request uploading of the transaction file,
in order to determine what stock is low and requires
replacing and/or what recyclable items have been
deposited and require collection. All data that is to be
transferred is compressed and encrypted 153. The host
examines the contents of the uploaded files 154 and
prints a low stock alert report 155. A number of
operations may then occur.
An automatic link is made to the accounting system
to perform a stock transfer 156 (alternatively, the link
may be manual, in the sense that the host alerts the
accountant to the fact that a stock transfer is
required).
CA 022~49~1 1998-07-29
WO97~10 PCT/AU9710
- 39 -
A re-stockist technician is notified to go and
re-stock the device 157. Again this may occur
automatically or "manually", depending upon the service
infrastructure.
A re-stockists weekly service schedule is updated
158. Where there are many remote ordering devices being
serviced, it is advantageous that a technician who is to
be re-stock the device and collect articles for recycling
is provided with an appropriate schedule for servicing
the various devices. Provision may be made for the host
to automatically plan the schedule.
The host notifies the accountant on his computer
screen of the device LOW STOCK status 159. The
accountant then takes appropriate action.
Stock "use-by" dates are also monitored in this way
and where stock is nearing the end of its use-by date a
re-stocking technician is advised to replace it.
Figure 9 shows a preferred format for messages
containing data being transferred between the host device
101 and the remote ordering device. All messages are
prepared by PKZIP protocol and are compressed and
encrypted for security.
The transferred information comprises a "message"
180 followed by data 181. The message includes a header
182, which identifies 183 the particular host device
(note that a large system may have more than one host
device at more than one service centre), an electronic
catalogue device identification name 182, gives an
indication of the length of message 183 and identifies
the particular communication task 184 (i.e. upload files,
download files, etc.). That is then followed by a file
name 185 which indicates the name of the file to be
transferred 186. The header 182 is then followed by data
187 in compressed and encrypted form 188 to be
transferred.
The following two examples are examples of
transactions which might be made via the electronic
catalogue device. The first transaction is a remote
CA 022~49~1 1998-07-29
WO97/28510 PCT/AU9710~58
- 40 -
transaction and the second transaction occurs locally.
Main Milestones of a transaction (eq to purchase a chair)
1. User logs in.
The customer swipes their card, enters their secret
pin code and gains access to the system.
2. User selects the electronic product catalogue
option.
3. User selects the correct category (e.g. Office
furniture)
4. User select the chairs sub-category
S. User selects the chair with a high back.
6. User adjusts the quantity required and confirms
the purchase is to proceed.
7. The computer registers this order on the hard
disk and also on the floppy diskette, and prints a
receipt.
Later on the device will send these transactions to
the host control system by modem.
The host will automatically link to the company's
accounting system which will automatically generate an
invoice (which may not be required where there is an EFT
system) and packing slip on the Warehouse Manager's
printer.
The Warehouse Manager will then know what materials
are to be transferred to the re-stockist technician for
re-stocking (an SX cartridge from our example below), and
what materials are to be dispatched by courier (a chair
from our example above).
Main milestones of a transaction (eq to purchase and
return an SX cartridqe)
1. User logs in.
The customer swipes their card, enters their
secret pin code and gains access to the system.
2. User selects the option to purchase a cartridge
and return a used cartridge.
3. User selects the SX cartridge option.
4. User selects to purchase/return a cartridge.
5. The door opens and the user places the used
CA 022~49~1 1998-07-29
WO97/28S10 PCT/AU97/00058
- 41 -
cartridge in the compartment.
6. The user closes the door.
7. The door opens and the user removes a new
cartridge from the compartment.
8. The user closes the door and the device prints a
~ receipt.
The device may be provided with an EFTPOS facility.
Where a K71 interface to the banking system is provided.
A user will input his credit details and this will be
processed by the banking system via the K71. The K71
will then signal the electronic catalogue device that the
consumer has or has not got credit. The K71 signals may
actuate storage locations, i.e. to open a door if locally
available product is required.
The banking system debits the user's account, as for
standard EFTPOS transactions, and the service provider
provided with appropriate monies by the banking system.
In a local transaction, when the electronic
catalogue device dispenses an article, the time at which
the article is dispensed is preferably recorded and the
identity of the user receiving the article is recorded.
Similarly, when an article is returned or deposited, the
user and time is also recorded.
Figures 10 through 13 give examples of displays
which may be provided by the display means 114 during
operation of the device 100. These displays are examples
only. A skilled person will realise that many variations
on the displays are available. The display means 114 of
these examples offers a graphical user interface by way
of a touch-screen. The user actuates separation of the
device by touching areas of the machine designated by the
display appearing at any particular time.
Figure 10 gives some examples of display screens of
the display means 114 for customer operation. The
displays are generally self explanatory and will be only
briefly described in the following.
If the machine is not being used, an animated
attract loop (figure 10a) will appear which will invite
CA 022~49~1 1998-07-29
WO97128510 PCT/AU97/00058
- 42 -
passers by to touch the screen. This animated attract
loop may include advertising and promotional information
of particular product providers.
When the screen is touched by a user, the basic
operation screen (figure l0b) is generated. This
provides a manual list which provides "touch buttons"
which are used to commence operation of the machine. As
illustrated, the touch buttons include a "HOW TO USE"
button, which when touched initiates the device l00 to
play a introductory video, for example, having
instructions on how to use the machine. It also includes
a r'WHAT'S IN THE MACHINE?" button which, when touched,
causes the display to provide a screen giving information
on products which are available to be vended at the
machine (figure l0d). The "WHAT'S IN THE CATALOGUE"
button leads to a similar screen for catalogue items
which are available for remote ordering (figure lOe).
Other buttons may be included. A "TURN VOICE
ON/OFF" button and "TOP SELLIN& LIST" button are
illustrated and their operation is self explanatory. In
addition, a "faster way to order~ block is included which
informs a user that to order a product quickly he may
swipe a bar code which is provided on an old product. If
explanation of how to do this is required, the customer
presses the "PLEASE EXPLAIN" button.
The screens illustrated in figure l0 are as follows:
Fiqure l0c. This follows a ~ PLEASE EXPLAIN" button
operation for explaining a fast way to order a product.
It also includes buttons which may provide other screens.
Fiqure l0d. As explained above, this displays a
list of items which are available for vending from the
device l00. The buttons are also provided to move
through the system. Electing an item causes the display
to move screen figure l0f, which allows quantity of
product to be input, via the virtual keyboard illustrated
on l0f.
Screen l0e is similar to screen 12d but instead of
displaying items in the machine, it displays items
CA 022~49~1 1998-07-29
WO971~10 PCT1AU97/00~8
- 43 -
available in the catalogue (catalogue database) which are
available for remote ordering. The screen is operated in
a similar way to screen 12d. As discussed above, the
electronic catalogue may be in the form of a benching
structure. Earlier screens may include generic names of
~ items, i.e., "printer cartridge" and later screens may
include more specific selection criteria, such as type of
printer cartridge. When a generic name for an item is
touched a further screen with more specific names will be
displayed.
Figure l0g shows a screen which allows products to
be chosen by a user ~in this case printer cartridges)
depending upon the device they are compatible with, i.e.,
in this case a printer.
15Figure l0i shows a screen which appears once the
printer has been selected and includes a list of
cartridges which are compatible with a particular
printer.
Figure l0h indicates a screen for inputting the
years to continue buying product.
Figure ll illustrates example displays for example
operation of the system by a customer.
The customer is attempting to finish an assignment
and their printer runs out of ink. The customer knows
that there is a remote ordering device at a particular
location. It is late at night and all conventional
stores are closed.
After pressing the initial introductory screen, the
screen of figure lla appears. This customer has used the
machine before and therefore does not need to hit the
"HOW TO USE" button. This customer requires the product
immediately, and therefore actuates the "WHAT'S IN THE
MACHINE" button, and the screen of figure l0b appears.
Figure 13c is a detailed illustration of the hot line, or
title row of the display of figure l0b.
The customer requires a particular printer cartridge
which is listed under the "take now" when (so that it is
available at the machine). The customer hits the item
. ~
CA 022~49~1 1998-07-29
WO97~8510 PCT/AU97/O~S8
- 44 -
name (or alternatively their may be a picture of the item
in the column which the customer will touch). Screen lOd
appears and the customer is requested to type in the
quantity of this particular printer cartridge which is
required.
The customer orders one cartridge of this type.
Screen lOe then appears which shows a picture of the
cartridge the customer has selected and a list of the
printers the cartridge will fit. The customer realises
that their printer is not on this list and therefore
realises they have chosen the wrong cartridge. The
customer then actuates the button "MY PRINTER IS NOT ON
LIST". The machine then offers the choice to "re-select"
or "review a list of printers~.
The customer selects the "REVIEW A LIST OF PRINTERS"
option and is presented with a list of printers (figure
lOf). The customer identifies their printer and figure
lOg appears, which a list of compatible products for that
printer. The customer then selects the particular
product which will run on their printer.
It will be appreciated that many other scenario's
are available and the software can be arranged to deal
with all scenario's.
Figure J~l~llustrates a series of screens for a
re-stockist scenario, where a technician is re-stocking
the machine. The screens are self explanatory and no
further description will be given. Further, this is an
example of operation only, and other screens may be
included depending upon what requirements are for
re-stocking. Figure 13 is a similar series of screens
for a technician service operation, for servicing a
device.
Figure 14 illustrates a novel retailing system which
can incorporate devices as described above, as well as
other devices, such as PC's, in an area, nationwide or
country wide retailing network.
The system illustrated in figure 14 comprises a host
computer l and a plurality of remote ordering devices 2,
CA 022~49~1 1998-07-29
W097/28510 PCT/AU97/OOOS8
- 45 -
3 and 4. By using the remote ordering devices 2, 3 and
4, a user is able order goods/services from
goods/services providers 6, 7.
Goods/services providers 6 may be any supplier of
any goods/services e.g., office consumables, food, drink,
and generally anything that may be purchased or provided.
The host l is arranged to co-ordinate the processing
and delivery of orders, and is also arranged to process
transactions, e.g., records of payment for orders, etc.
In the preferred embodiment, all communications and
orders from the remote ordering devices 2, 3, 4 are
routed via the communications medium lO, 7 via the host l
to the goods/service providers 6. In other embodiments,
however, orders from the devices 2, 3, 4 may be routed
via communications lO, 7 directly through to the
providers 6, but information on the transaction will
still be sent to the host l so that the host l can
co-ordinate transactions, deal with payments to the
service providers and other users, etc. The host l may
include all features described above in relation to the
previous embodiments. The remote ordering devices 2 may
include remote ordering devices lOO as described above,
having any or all of the features as described above.
The system also includes vending machines ll able to
communicate to the host by communications means lO, 7.
The vending machines stock goods/services on site
locally. A user can obtain the goods from the vending
machine. The host will be advised of stock in the goods
and can communicate with re-stockist 12 who can attend
the vending machines ll and re-stock. The vending
machines may not include a remote ordering facility, but
only a vending facility.
Note that service provider 6, 7 may also include
independent Internet service providers who can provide
access to the Internet for obtaining information services
from the Internet, by devices 2, 3, 4.
The vending machines may comprise vending/recycling
machines as disclosed in applicant patent application
.. ..
CA 022~49~1 1998-07-29
WO 97128510 PCTIAU97/00058
- 46
number PCT/AU93/00416. In such a case the machine is
arranged to provide information on goods returned for
recycling so that the host can coordinate transactions
involving recycling. The system may also include remote
ordering devices of the following different types.
1. An electronic ordering device comprising a
personal computer based device, and an ordering
means which runs on the PC and enables
communication with the host and provides
information on goods/services to be ordered.
2. An electronic ordering device may comprise a PC
which has access to the Internet, and an
ordering means as provided on the Internet in
the form of a web page provided by a web server.
The web page provides information on
goods/services to be ordered and also enables
communication with the host for the
goods/service orders to be filled.
3. An electronic ordering device may comprise a
dedicated ordering kiosk (such as described
above in relation to the previous embodiments)
including an ordering means for communicating
with the host or means for communicating with an
appropriate web page on the Internet. Such
ordering kiosks may be adapted to be placed in
public places.
In one embodiment, as described above, the ordering
means comprises a combination of software and hardware
which includes a product database and communication means
for communicating orders from the remote ordering device
to the host device. Parts of the ordering means may be
provided on the remote ordering device and other elements
at the host device. It is common, for example, in some
cases the product database may be provided actually in
memory at the remote ordering device and in other cases
it may be provided by on line access to the host, the
product database being stored in the host memory.
Alternatively, the entire product database may be made up
CA 022~49~1 1998-07-29
WO 97J28~ilO PCT/AU97/00058
- 47 -
by a mixture of the database at the device and the
database at the host.
Alternatively, the ordering means may be a separate
entity which is available for access on the network. For
example, it may be provided at the host by on-line
communications, or it may be provided as a web page on
the Internet to enable access by standard PC's, local
area networks, devices such as described above which do
not include an on-board ordering means, etc.
It will be appreciated that much of a ordering means
can be implemented by appropriate software controlling
the hardware involved. An appropriate architecture is
illustrated in figure 15. The ordering means comprises a
user interface, which enables a user to review the
product database 51 and also enter product orders. The
user interface may be similar to the user interface
described in the above-example in relation to the
proceeding embodiment of this invention. An ordering
engine 52 operates to remotely order desired products
from the host (or where information from the Internet is
provided, by the Internet). A user database 53 is also
provided which includes user information and which can be
accessed to vary operation of a user interface 50, as
discussed above in relation to the proceeding embodiment.
The ordering means allows placement of orders and
also allows the user to move through the database 53 and
identify goods/services required.
In a preferred embodiment, the user interface may
present a "virtual supermarket" to reactive interface to
the user. This virtual shopping environment preferably
includes interactive means including interactive pictures
of different product categories on a ~virtual shelf" a
"virtual salesperson" for sales inquiries/information, a
~virtual counter", etc. The user may move through the
virtual supermarket, to identify and order products from
the database.
Many or all of the remote ordering devices 2, 3, 4
in the retail system may have access to the same type of
.
CA 022~49~1 1998-07-29
WO97/28510 PCT/AU971000S8
- 48 -
ordering means. In particular, many of the devices may
have access to the same user interface or the same user
interface may be provided on the devices, so that the
same "look and feel" is provided to users of the system,
whether they are accessing via a conventional PC 3, via a
kiosk 2 or a kiosk/vending machine/recycling machine 4.
The user may identify himself to the retailing
system by way of a card-swipe the smart card or the like,
as discussed in relation to the previous embodiment or by
code number or the like password (which would be most
convenient where the user is accessing via a standard PC
3). The users database is maintained, as discussed
above.
The ordering means also provides a facility which
identifies the nearest location of a product/service
required by a user. For example, the user may require
the product/service immediately and if it is available
from a vending machine he may be directed to the nearest
vending machine where it is in stock.
The ordering means is updated from the host l from
time to time in response to transactions, availability of
products/services, etc, marketing information.
The communications l0 between the components of the
system may be any type and combination of available
communications. In fact, it is envisaged that any system
would usually utilise different communications pathways.
One method of communications is connection via
independent Internet service providers 7. A single host
may be connected to more than one independent service
provider and through them to the ordering devices 2, 3,
4, vending machines, ll, re-stockists 12 and
goods/services providers 6. The Internet provides an
extremely convenient method of communication. Note that
where the host is connected to the Internet a fire wall
20 is provided. Note also that a backup host la (in case
the host l falls over) also has a fire wall 20. Note
that the host may also be connected to the service
provider 7 via ISDN, as is provided by some Internet
CA 022~49~1 1998-07-29
PCT/AU97/OOOS8
wo s7nssl0
- 49 -
service providers.
There also exists the possibility of direct
connection of remote ordering devices 2, 3, 4 and vending
machine 11 to the host 1. Similarly, re-stockist 12,
goods/services providers 6 may also be directly
connected. Direct connection may include ISDN, PSTN or
cellular or other radio frequency connection. Direct
connection may be particularly desirable where a secure
connection is required.
lOLocal area network 21 including PC's having access
to an ordering engine may also be in communication with
the host. Again the communication may be direct or may
be via the Internet via a fire wall 20. Such a
connection to the host may be important where secure
networks wish to connect in to order goods/services. The
remote ordering devices take a number of forms:
Stand-alone remote ordering kiosks. These are in
the nature of kiosks adapted to stand in a public place,
an office foyer, or the like from which remote ordering
can take place. Examples of such kiosks are given in the
applicant's earlier applications.
An alternative remote ordering device includes a
conventional PC 3 which may have access to the ordering
engine to order goods/services via the host.
25Yet a further device is combined vending
machine/ordering kiosk which may, for example, be mounted
in a public place. Such a device is described above.
A number of the devices in the system are also
connected to the EFT 30 to enable automatic payment of
transaction, for example, by user card. These include
the order kiosks 2 and the vending machines 11. The host
1 is also connected to the EFT and may be used for
automatic payment from the PC based ordering devices 3.
The arrangement thus provides a network retailed
system which can be accessed by convenient remote
ordering devices, such as even a PC at home, and which
pro~ides for the provision of goods/services without it
being necessary for a user to attend a conventional
CA 022~49~1 1998-07-29
WO97~8S10 PCT/AU97/~058
- 50 -
retail shop. The system can be used in an organised
marketing campaign, as described above in relation to the
previous embodiments. Where an ordering means as
described above is applied, the user interface can be
updated and used for promotional and advertising
information which can be designed specifically in
response to sales information, geographical location,
etc.
For security, the majority of communications will be
encrypted. Delivery from a goods/services provider will
preferably be as soon as possible, and desirably with at
least within 24 hours.
A bill paying capability may also exist for the
remote ordering devices, whereby the user may be able to
pay his bills, e.g. Telstra bills, directly by swiping
his card on an ordering kiosk or vending machine/ordering
~iosk, e.g. entering bill details and having his account
debited accordingly. Similarly, credit card bills could
be paid in that manner. Further, bills for products
purchased via the system may be paid on the system.
Variations and/or modifications may be made to the
invention as shown in the specific embodiments without
departing from the spirit or scope of the invention as
broadly described. The present embodiments are,
therefore, to be considered in all respects as
illustrated and not restrictive.
