Characterizing the Information Consumer Behavior: An Explorative Case Study in a Chilean Organization Department

Data and knowledge management has taken on a fundamental role in decision-making processes into organizations in recent years. The consumption of information within the organization is present in most of the operational and administrative processes of the organization. Therefore, information consumption also takes on importance in the design and application of organizational strategy initiatives. The Information Consumer Experience (ICX) can be considered as a particular case of Customer eXperience (CX), involving expectations, satisfactions and pains of information consumers within the organization. ICX analyzes the interaction between employees or departments and the information provider organization or departments, through their information products, systems and services offered. The main objective of this work is to analyze ICX within an organization by conducting an exploratory analysis in order to make a diagnosis based on three fundamental elements: organizational departments involved, participants (Sample) and information products, systems or services used by information consumers. As results of this analysis, consumers’ needs were identified and consumers profiles were generated, which lead us to elaborate a Customer Journey Map that described the different points of contact and the perceptions of consumers. Finally, the greatest pains of consumers can be identified, related to: (1) high complexity for information searching, (2) better-known information systems preference over the more specialized ones, and (3) the isolated Information distribution across departmental unit hides the overview state of the department.