A Preliminary Methodology for Information Consumer Experience Evaluation

M. Godoy, C. Rusu, J. Ugalde

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


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.

Original languageEnglish
Title of host publicationSocial Computing and Social Media - 15th International Conference, SCSM 2023, Held as Part of the 25th HCI International Conference, HCII 2023, Proceedings
EditorsAdela Coman, Simona Vasilache
PublisherSpringer Science and Business Media Deutschland GmbH
Number of pages14
ISBN (Print)9783031359149
StatePublished - 2023
Event15th International Conference on Social Computing and Social Media, SCSM 2023, held as part of the 25th International Conference on Human-Computer Interaction, HCII 2023 - Copenhagen, Denmark
Duration: 23 Jul 202328 Jul 2023

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume14025 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference15th International Conference on Social Computing and Social Media, SCSM 2023, held as part of the 25th International Conference on Human-Computer Interaction, HCII 2023


  • Customer Experience
  • Evaluation Methodology
  • Information Consumer Experience


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