A Study on Advancements in Information Systems and Service Design for Enhanced User Experience

Abstract

The fast growth of digital services has created the need for information systems that offer efficiency as well as user experiences and satisfaction. But digital services design practices usually look at the quality of the information system, the service quality, and the aspect of usability separately. The present research paper is aimed at presenting an integrated architecture of information system, service design, and user experience, which will help to enhance the delivery of digital services using a human-centered method. A descriptive and analytical approach is employed through the study of current models of information system success, technology acceptance models, and service design principles and usability assessment methods. Five-layer architecture including user research, service design, information systems, user experience, and delivery channels are suggested based on literature review. Comparative analysis shows that traditional methods are typically characterized by a linear process of evaluation; however, the presented approach makes it possible to iterate on the improvement of the design through linking feedback from users and redesign processes. It has been shown that the inclusion of such aspects as service blueprinting, interaction design, accessibility, and multichannel approach could contribute to greater usability and effectiveness of the service as a whole. The presented model offers practical insights in relation to e-government systems, mobile banking, healthcare services, and conversational digital services.