A SYSTEMATIC LITERATURE REVIEW OF USER-CENTRIC DESIGN IN DIGITAL BUSINESS SYSTEMS ENHANCING ACCESSIBILITY, ADOPTION, AND ORGANIZATIONAL IMPACT

Abstract

In the digital era, user-centric design (UCD) has emerged as a foundational paradigm in the development of digital business systems (DBS), directly shaping system accessibility, user adoption behavior, and overall organizational performance. This systematic literature review critically examines the influence of UCD principles on the design, implementation, and evaluation of digital platforms across various enterprise contexts. A total of 124 peer-reviewed articles, published between 2010 and 2023, were systematically selected through PRISMA-guided criteria and thematically analyzed to identify prevailing methodologies, user experience (UX) strategies, and evaluation frameworks used in real-world deployments. The findings demonstrate that the integration of UCD approaches—particularly those involving participatory design, iterative prototyping, and user feedback loops—significantly enhances interface usability, reduces cognitive barriers, and improves engagement among diverse user populations. Moreover, UCD practices are increasingly linked with measurable organizational benefits such as higher system adoption rates, lower training and support costs, faster task completion, and greater employee-customer interaction quality. This review also highlights a strategic shift within organizations: from reactive usability testing to the proactive embedding of user-centric principles into early-stage requirement analysis and systems architecture. Despite these advances, critical gaps remain. The literature reveals insufficient exploration of inclusive design practices for underrepresented user groups, limited scalability of UCD methods across complex or multi-platform enterprise systems, and a lack of longitudinal metrics for tracking long-term organizational return on investment (ROI). Additionally, there is a need for deeper integration of behavioral and cognitive psychology into UCD evaluation models to fully understand user motivation and trust. By synthesizing interdisciplinary evidence from information systems, HCI, and organizational studies, this review provides a comprehensive foundation for future research and offers actionable insights for system designers, UX practitioners, and digital transformation leaders aiming to align technological systems with human needs in a sustainable and strategic manner.