Information Consumer eXperience: A Chilean Case Study

María Paz Godoy, Cristian Rusu, Jonathan Ugalde

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

Abstract

Costumer eXperience (CX) has been widely studied in the last decade to understand customers behavior. The analysis of CX is important for companies as it allows them to understand customer’s perceptions of the interactions (touchpoints) with their products, systems and services. At organizational level, the employees who uses information-related products, systems and/or services for their work into the organization can be seen as information consumers. Therefore, Information Consumer eXperience (ICX) may be considered as a particular case of CX, involving expectations, satisfactions and pains of information consumers inside the organization. ICX analysis the interaction between employees or departments and the organization or information providers departments, through its information products, systems and services offered. This work aims to analyze the ICX in a Chilean university, concerning three aspects: consumer’s needs, consumer’s behavior, and consumer’s experience. We identified a set of customer profiles and associated needs through interviews and surveys. We analyzed the interaction between consumers and the organization information products, systems and services, identifying 11 touchpoints. These touchpoints were used to model the consumer behavior using a Customer Journey Map (CJM) technique. Finally, we evaluate ICX based on an adapted version of SERVQUAL and interviews. The results obtained shows that the consumers of information at the Chilean university have a good experience in general, with some low and high rated evaluation items such as difficulties on information system access and data visualization mechanism respectively.

Original languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationApplications in Education and Commerce - 14th International Conference, SCSM 2022, Held as Part of the 24th HCI International Conference, HCII 2022, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Science and Business Media Deutschland GmbH
Pages248-267
Number of pages20
ISBN (Print)9783031050633
DOIs
StatePublished - 2022
Externally publishedYes
Event14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022 - Virtual, Online
Duration: 26 Jun 20221 Jul 2022

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume13316 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference14th International Conference on Social Computing and Social Media, SCSM 2022 Held as Part of the 24th HCI International Conference, HCII 2022
CityVirtual, Online
Period26/06/221/07/22

Keywords

  • Consumer needs
  • Customer eXperience
  • Customer Journey Map
  • Information Consumer eXperience
  • Information systems

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