Section: Volume A

Information architecture (IA) is the practice of structuring and presenting the parts of something - whether that's a website, mobile app, blog post, book, or brick-and-mortar store - to users so that it's easy to understand. IA can help users find information and complete tasks1.
An enterprise that has ineffective information architecture may suffer from poor business decisions, because it may not be able to access, analyze, or use the data and information that are relevant, accurate, consistent, and timely for decision making. Poor business decisions can lead to negative consequences, such as losing customers, market share, revenue, or competitive advantage, or facing legal, financial, reputational, or operational risks23.
Some examples of how ineffective information architecture can impact business decisions are:
If the enterprise's website has a confusing or inconsistent navigation system, users may not be able to find the information they need or want, such as product details, prices, reviews, or contact information. This can result in lower customer satisfaction, engagement, conversion, and retention14.
If the enterprise's data is stored in multiple systems or platforms that are not integrated or interoperable, users may not be able to access or share the data across different departments or functions. This can result in data silos, duplication, inconsistency, or incompleteness25.
If the enterprise's data is not labeled or categorized properly, users may not be able to search or filter the data effectively. This can result in data overload, irrelevance, or obscurity25.
If the enterprise's data is not governed or managed properly, users may not be able to trust or verify the data quality or integrity. This can result in data errors, inaccuracies, or biases25.
Therefore, an enterprise that has ineffective information architecture may have poor business decisions as its greatest impact. References: Information Architecture Basics | Usability.gov. The Importance of Information Architecture to UX Design. How Enterprise Architecture Can Help You Eliminate Technical Debt. What Is Information Architecture & Why Does It Matter? - HubSpot Blog. Why Do We Need Information Architecture - Architecture.