In the realm of Customer eXperience (CX), a standardized definition remains elusive due to the complexity of this concept. Various authors have proposed different definitions. However, the most widely accepted description of CX pertains to a customer’s perception resulting from their interactions with products, systems, and services offered by a brand [34]. These perceptions are categorized into six dimensions [35]: (1) An Emotional Dimension, encompassing customer emotions. (2) A Sensorial Dimension, connected to the stimulation of customer senses. (3) A Cognitive Dimension, linked to customer thinking processes. (4) A Pragmatic Dimension, associated with achieving specific tasks. (5) A Lifestyle Dimension, involving customer beliefs and values. (6) A Relational Dimension, concerning customer relationships with others. All these interactions are collectively referred to as “Touchpoints” [36]. A collection of touchpoints can delineate a Customer Journey, depicting the sequence of interactions a customer undergoes before, during, and after consuming a brand’s products, systems, or services.

The information consumer experience (ICX) is an extension of the Customer Experience (CX) concept focused in an organizational context, where information consumers use data provided by their organization to fulfill their work activities [37]. In this regard, as defined previously by the authors in a systematic review performed in [37], ICX involves all the interactions occurring within an organization between its employees, who function as information consumers, and the various information products, systems, and services. These interactions encompass a set of activities, including but not limited to information usage, information generation, the sharing of information between departments, collaborative teamwork, and decision making, among others. All of these interactions can be seen as touchpoints [36], acting as points of contact or interaction between employees or departments functioning as information consumers and the corresponding departments responsible for providing information within the organization. As an specific case of CX, analytical methods commonly employed in the CX domain can be applied to analyze ICX within an organizational context. By utilizing well-established CX techniques, such as Customer Journey Maps, it becomes possible to analyze and evaluate the information consumer experience.

Information management is a strategic approach aimed at augmenting organizational effectiveness by bolstering the organization’s capacity to adapt to the multifaceted demands posed by both its internal and external environments, irrespective of whether they exhibit dynamism or stability. This multifaceted discipline encompasses several key facets, including the formulation of comprehensive information policies spanning the entire organization, the creation and perpetual upkeep of interconnected systems and services, the refinement of information circulation processes to ensure timeliness and relevance, and the adept utilization of cutting-edge technologies to align with the functional needs of end users across varying roles and statuses within the parent organization [2].

Information management comprises two primary dimensions [2]: the management of the information process and the management of data resources. These dimensions encompass distinct but interrelated aspects of handling and leveraging information within an organization. The management of the information process involves activities related to the creation, dissemination, and utilization of information, including policies, workflows, and technologies that facilitate efficient information flow and accessibility. On the other hand, the management of data resources pertains to the storage, organization, quality assurance, and security of data assets, encompassing databases, repositories, and data governance practices to ensure data reliability and compliance with regulatory standards. Both dimensions are essential for effective information management, contributing to an organization’s ability to achieve its goals and adapt to evolving environments.

Information management quality (IMQ) is a specialized discipline within Information Technology Management that integrates principles and practices from various domains, including Quality Management, information management, and knowledge management. It focuses on ensuring the accuracy, consistency, reliability, and overall quality of information assets within an organization. This discipline plays a critical role in maintaining the integrity and utility of data and knowledge used for decision making and other organizational processes [5].

The information management quality (IMQ) addresses the level of quality or effectiveness in the management of information within an organization [5]. It encompasses various aspects, including data accuracy, reliability, accessibility, security, and overall efficiency in handling and utilizing information assets. The specific definition and components of IMQ can vary depending on the context and the goals of the organization, but it is generally expressed in quantitative metrics definitions. 

Design thinking is a human-centered, creative, iterative, and practical problem-solving methodology that emphasizes the pursuit of optimal ideas and solutions through innovative activities [38]. This approach serves as an effective strategy for driving organizational change and innovation across diverse contexts [39,40,41]. Design thinking comprises a structured five-step process [42]. The first step “Empathize” is pivotal in understanding users comprehensively by delving into their needs, motivations, emotions, and experiences through means such as observations, contextual inquiries, and interviews [42,43]. The second step “Define” aims to construct meaningful problem statements. These statements are derived from the information and insights gathered during the Empathize stage and are meticulously analyzed and framed to align with the project’s objectives.

The third stage is the “Ideate” step, often regarded as the creative phase. It involves the generation of numerous alternative ideas through methods like brainstorming, brainwriting, and visualization activities. The “Prototype” phase follows, where the generated ideas or solutions are transformed into quick prototypes. This stage serves as an experimental phase aimed at evaluating what works and what does not, thereby informing the Ideate phase once again. In the “Test” step, actual users evaluate the prototypes, providing feedback on both their satisfaction and dissatisfaction. This feedback offers a deeper understanding of users, allowing designers to revisit previous steps [43].