# Information Consumer Experience: A Systematic Review
## 1 Introduction  
The fourth industrial revolution and the accelerated information technology advances that modern organizations are incorporating these days [1, 2, 3, 4] confluence into a very competitive business scenario where organizations need to gain more customers in order to survive [5]. In this scenario, Customer Experience (CX) represents an important tool for taking advantage of customers' data provided via information technologies. CX is a concept that involves customer perceptions during their interactions with a brand or company when they use any products or services provided by the company [6]. Improving CX means that companies have to work on improving every interaction point (called touchpoints) with their customers, offering the best possible satisfaction on these touchpoints. Good CX management represents an advantageous business tool for companies [5]. In the same way that a customer interacts with a company, inside an organization, employees that work with information can interact with different information products, systems, or services that are provided by the organization in order to improve their job experience. In an organization, employees from several departments, such as sales, people management, finance, operations, and executive, among others, use information in order to perform their daily work and decision-making, which are generally administrated by informatics or analytics departments. The consumption of information from employeeswithin an organization is composed of several information products, systems, and services, such as reporting systems for executive consumers [7], data management systems for administrative consumers [8], data analytics, extraction, and visualization services for data-analyst consumers [2; 9; 10], and communications services for consumers from Human Resources Departments [11], among others. In this sense, the Information Consumer Experience (ICX) concept involves all the perceptions of organization members when they use information products, systems, and services to do their job. Proposed as an extension of CX, ICX could be seen as the analysis of the interaction between employees or departments (consumers of information, as a customer role) and the organization or information providers departments (as a company role). The use of these information products, systems, and services from information consumers could be influenced by several factors that could modify the perception of these services' quality, usability, or usefulness. The factors that could influence ICX can be related to external factors, such as social relationships with other employees [12] or friendship opportunities [13] at work. Other factors can be related to organizational protocols for information access or usage [14], which could impact an information consumer's behavior also. Most important are the information consumer's internal factors, such as stress [15] or resistance behavior [16], which are important factors during the analysis and evaluation of the information consumer's needs, pains, and gains (experiences) when they are using an (or more) information system or information service. In this context, every information product, system, and service offered by the organization represents a source of potential interaction points (called touchpoints in the CX domain) with their information consumers since they access them in their work tasks. Studies related to information systems success [17] and user experience [18] have been addressed in the literature, focusing on the evaluation of user satisfaction using only one information system. Meanwhile, in organizational working scenarios, there are several simultaneous interactions between information consumers with multiple information systems, products, or services that these approaches cannot tackle. In this work, we performed a systematic literature review of studies published in the last decade, selecting papers from 2011 to April 2022 in order to identify ICX-related concept approaches and analysis methods.