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

Abstract

This study presents a systematic literature review investigating the role of user-centric design (UCD) in enhancing accessibility, adoption, and organizational performance within digital business systems. Utilizing the PRISMA 2020 methodology, the review systematically examined 92 peer-reviewed articles published between 2010 and 2021, retrieved from leading academic databases including Scopus, Web of Science, ScienceDirect, IEEE Xplore, and Emerald Insight. The selected literature spanned diverse sectors such as finance, healthcare, logistics, education, and public administration, reflecting the widespread integration of enterprise systems like ERP, CRM, and HRM platforms across organizational contexts. The review synthesizes how UCD principles—including participatory design, iterative prototyping, usability evaluation, and accessibility standards—have evolved into central pillars of digital transformation strategies. Key findings indicate that UCD significantly improves usability, reduces cognitive load, accelerates technology adoption, and contributes to positive behavioral intention across user groups. Moreover, organizations employing UCD strategies reported quantifiable improvements in service quality, employee productivity, user satisfaction, and decision-making efficiency. Accessibility, in particular, emerged as a strategic design concern, with systems that addressed the needs of neurodiverse, multilingual, aging, and disabled users exhibiting higher adoption rates and stakeholder trust. Participatory design was identified as a powerful enabler of stakeholder alignment and system legitimacy, especially in complex, multi-role environments. Despite these benefits, several organizational and systemic barriers were identified, including time-to-market pressures, budget constraints, and cultural resistance to UX integration. The review concludes that UCD must be embedded not merely as a design practice but as a strategic capability to ensure sustainable innovation, cross-functional alignment, and digital maturity in enterprise system development. This synthesis contributes to a deeper understanding of UCD’s role in shaping inclusive, efficient, and high-impact digital ecosystems.