Abstract

In recent years, information has become one of the most important goods for organizations as it brings insights about customer preferences and internal processes that could help to improve organizational performance, decrease costs, improve customer engagement, among other benefits. The consumption of information within an organization has been studied in the literature under several approaches associated to information system success nor information management, but the Information Consumer eXperience (ICX) has not been evaluated following a formally defined methodology. In this work, a methodology to formalize the ICX evaluation process within the organization is proposed. The main goal of this methodology is to improve ICX into the organization by generating recommendations based on information consumers perceptions under a customer experience CX approach. The proposed methodology consists of 3 sequential stages: Characterization, Experimentation and Analysis. In The Characterization Stage an exploratory diagnosis is performed, including the experimental setup planification, consumers behavior exploration, and a preliminary version of the customer Journey Map. The Experimentation Stage is focused on data collection using different instruments such as surveys, interviews, questionnaire, and a mixed qualitative and quantitative instrument to generate data about consumers expectations and perceptions. In the third stage of Analysis, the collected data is analyzed to generate a definitive Customer Journey Map, through quantitative and qualitative data analysis. Our proposed ICX evaluation methodology is the first formally described methodology for information consumer perceptions analysis and experience evaluation. Which could be used to face ICX analysis into any kind of organization that works with information.