Unfulfilled: A Story of Users and Library Request Services

Abstract

The current technology models for library request services present significant challenges for the user’s experience from discovery to delivery. Applying user-centered design and e-commerce modalities may allow libraries to create more engaging and useful request services for all users. The authors suggest six design principles to improve user’s experience with library request systems and offer practical applications of these principles based upon two case studies at The New School Libraries and New York University Libraries. Both cases utilize APIs currently available, suggesting that libraries may leverage current models to create a better experience for their users.

Keywords:

• Discovery
• interlibrary loan
• request services
• service design
• user experience