Transformation of Library Information Services through a User-Centered Approach in the Digital Age

Galih Yulianto; Putri Fadillah; Yoga Pratama

Authors

Galih Yulianto Universitas Diponegoro Author
Putri Fadillah Universitas Diponegoro Author
Yoga Pratama Universitas Padjadjaran Author

Keywords:

Digital Library, Information Services, User-Centered Approach, Academic Library

Abstract

This study aims to analyze the transformation of library information services through a user-centered approach in the digital age. The study addresses the growing need for academic libraries to provide services that are not only digitally available, but also accessible, responsive, inclusive, and aligned with users’ academic practices. A qualitative case study design was used at the Library of Universitas Islam Negeri Raden Intan Lampung, Bandar Lampung, Indonesia, from November to December 2025. Data were collected through semi-structured interviews, non-participant observation, and documentation. The participants consisted of 20 informants, including students, lecturers, librarians, and library information system staff selected through purposive sampling. The data were analyzed using reflexive thematic analysis. The findings reveal six main themes: digital access as a new form of academic dependence, the gap between service availability and usability, librarian responsiveness, uneven digital literacy, communication and visibility of digital services, and the need for participatory service development. These findings show that digital transformation in libraries is not merely a technological shift, but a service transformation shaped by user experience, librarian support, institutional readiness, and digital literacy. The study contributes to digital library service studies by emphasizing the importance of user-centered service design in improving academic information access. Practically, the findings suggest that academic libraries should simplify digital interfaces, strengthen digital literacy programs, improve service communication, and create regular user feedback mechanisms.

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