Information Consumer Experience: A Systematic Review

Abstract

The experience of employees that work with information has been studied in the literature using approaches that analyze information system success (e.g., Information Management, User Experience) or employee satisfaction (e.g., Job Satisfaction, Employee Experience) as two separate problems. Therefore, there are no approaches that analyze both employee experiences and information used within the organization simultaneously. This scenario has motivated us to define a new approach based on Consumer Experience (CX), called Information Consumer Experience (ICX). In order to accomplish this objective, a systematic review was performed, including articles indexed in four databases (Scopus, Web of Sciences, ACM digital, and Science Direct) published in the last decade (from 2012 to 2022) in order to answer the following research questions: (1) What is ICX? (2) What factors influence ICX? and (3) What methods are used for ICX evaluation? We selected 127 works and analyzed various ICX-related concept definitions, research approaches, data collection, and evaluation methods. The main contribution of this review is to identify a set of definitions, approaches, and methods for ICX modeling, evaluation, and design. The results obtained have allowed us to introduce a formal definition for the ICX concept derived from the CX approach and propose future research lines to explore ICX analysis, considering the factors and methods identified in this work, as ICX can be considered a specific case of CX.

Keywords

• information consumer experience
• customer experience
• information management
• information sharing