A User Experience-Based Digital Transformation Model for Improving the Quality of Academic Library Services

Wahyu Yunita; Yulia Puspitasari; Farhan Azzahra

Authors

Wahyu Yunita Universitas Indonesia Author
Yulia Puspitasari Universitas Indonesia Author
Farhan Azzahra Universitas Diponegoro Author

Keywords:

Academic library, Digital transformation, Library service quality, User experience

Abstract

This study aims to develop a user experience-based digital transformation model for improving the quality of academic library services. The research responds to the growing need for academic libraries to provide digital services that are accessible, usable, responsive, and aligned with the academic needs of students and lecturers. This study used a qualitative case study approach at the Library of Universitas Islam Negeri Raden Intan Lampung, Indonesia, from October to December 2025. Data were collected through semi-structured interviews, non-participant observation, and documentation. The participants consisted of 12 students, 4 lecturers, 4 librarians, and 2 library information technology staff selected through purposive sampling. The data were analysed using thematic analysis through coding, categorisation, and theme development. The findings reveal five main themes: digital access as academic convenience, user experience gaps in service navigation, librarian support as a bridge between users and technology, digital literacy as a condition for service effectiveness, and the need for an integrated user experience-based service model. The study shows that digital transformation cannot be reduced to system development alone. It must connect technology, human support, user education, service integration, and continuous feedback. The findings contribute to digital transformation theory by placing user experience at the centre of academic library service quality. Practically, the study recommends that academic libraries simplify service interfaces, strengthen digital literacy programs, improve librarian support, and develop user-based service evaluation mechanisms.

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