User Experience-Based Digital Library Service Design to Improve Access to Scholarly Information

Naufal Permadi; Meutia Hermawan; Arif Safitri

Authors

Naufal Permadi Universitas Padjadjaran Author
Meutia Hermawan Universitas Padjadjaran Author
Arif Safitri Universitas Indonesia Author

Keywords:

Digital library, Scholarly information, User experience, User-centered design, University library

Abstract

This study aims to explore user experience-based digital library service design to improve access to scholarly information in a university library context. The study addresses the problem of users’ difficulties in navigating digital library platforms, accessing full-text documents, and using scholarly information resources effectively. A qualitative case study approach was used to examine users’ experiences in depth. The research was conducted at the University Library of Universitas Islam Negeri Raden Intan Lampung, Bandar Lampung, Indonesia, from September to November 2025. Data were collected through semi-structured interviews, non-participant observation, and document analysis. Participants included students, lecturers, librarians, and information technology staff selected through purposive and snowball sampling. The data were analyzed using thematic analysis supported by data condensation, data display, and conclusion drawing. The findings reveal five main themes: users’ confusion in starting scholarly information searches, barriers to full-text access, limited digital information literacy, the need for responsive librarian assistance, and expectations for simpler and more integrated digital service design. These findings show that access to scholarly information is not only a technological issue, but also a social, academic, and service-related process. The study contributes to user-centered digital library research by linking user experience, task-technology fit, and digital inclusion perspectives. The findings imply that university libraries need to develop integrated access systems, practical user guidance, responsive digital assistance, and regular user experience evaluation to improve scholarly information access.

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