Libby
Mobile Navigation Redesign
Overview
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New users find the interface counterintuitive, especially when they try to return books or figure out if a title is available at their specific library branch
Terminology like "Tags" and "Shelf" creates a steep learning curve that frustrates people
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My team and I started by analyzing user complaints on social media and conducting competitive research on apps like Hoopla and BorrowBox
We chose 3 critical user paths and performed usability testing to gather insights
We mapped out the existing messy architecture and then performed three rounds of tree testing to validate a new, simpler structure
To prove our new architecture works, we built interactive prototypes in Figma. We added features like “Continue Reading” on the Library screen to keep users engaged and moving through their borrow list. We also added a personalized discovery section to make the massive catalog feel less like a maze and more like a curated collection.
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The Danger of Designer Ego: I originally thought our first iteration of the navigation was perfect because it looked clean. The tree testing results were a slap in the face because users still could not find the return button. It is a hard lesson to learn that what looks good to a designer often fails the person actually using the app.
The Power of Collaborative Synthesis: Raw data can be messy and people often see what they want to see in the numbers. We found that reviewing user feedback as a group was much more effective than doing it alone. One person might notice a trend in navigation errors while another sees a pattern in terminology confusion. Merging those different perspectives helped us build a much more comprehensive redesign that a single person would have missed.
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Validating New Changes: Our team must move beyond tree testing to high-fidelity usability studies that measure task success and emotional response. This includes creating success confirmations for borrowing, testing the "Return Early" button for speed, and verifying the scannability of the Profile screen. Additionally, we should explore the "Available Now" suggestions and stress-test the new "Saved Books" organization to ensure it works for all types of library patrons.
Onboarding For New Features: Since we replaced “Tags” with “Saved Books”, we need a subtle way to show returning users where their old data went. I would design a simple one-time tooltip to bridge that gap.
The Company
Libby is a free digital service that acts as a bridge between local public libraries and their patrons. It allows people to borrow ebooks, audiobooks, and magazines using just a library card. The business model is interesting because the libraries pay for platform access and individual content licenses, which keeps the experience free for the readers. Libby currently dominates the market because of its massive publisher deals, yet it operates as a bit of a "walled garden".
The Problem
The primary issue is that the current interface relies too much on recall rather than recognition. Users often feel scattered when they try to complete basic tasks like returning a borrowed book early. During our research, we found that search results are sometimes perceived as unreliable and there is a distinct lack of confirmation after a user borrows a title. Terms such as "Manage Loan" are not clear enough, which leads to poor discoverability of critical actions. Many users do not even understand the purpose of "Tags" or how they differ from a standard wishlist.
Our Process
It was a real challenge to dive into the Libby app because users seem to have a love-hate relationship with it. For this group project at Humber College, I worked alongside Peter Crowley, Nina Sasaki, and Anum Iftikhar to rethink how the application organizes its information. We really wanted to stop users from feeling like they were trapped in a maze every time they wanted to read a book.
We began our journey by looking at the competition to see what they did better. For example, Hoopla offers a "no-wait" model that eliminates the frustration of long waitlists. We also looked at The Palace Project, which uses an open-source model to stay transparent. After understanding the market, we audited Libby's current five-symbol navigation bar, which we found was a major source of confusion.
We began by mapping out the three most essential user journeys, which included borrowing, returning, and saving books for future reading. The feedback from our usability testing was quite blunt, so we pivoted our strategy to focus on three core objectives. We set out to standardize the global navigation, improve the overall borrowing experience, and fix the friction points within the return process.
We conducted three rounds of tree testing to see how users would react to different organizational structures. This helped us move away from a jargon-heavy system toward one that uses scannable keywords and standard profile actions.
Task 1: Borrow a Book
Task 2: Return a Book
Task 3: Save a Book for Later
Our Solution
These targeted improvements address the core usability issues identified during user research and aim to create a more intuitive, confidence-building experience for all library patrons.
Goal 1) Standardize Navigation: We reduced the navigation bar from five ambiguous symbols to three clear sections that utilize both icons and text labels. This change ensures that users no longer have to guess where they are within the app or what a specific button might do. By moving away from symbol-only navigation, we created a more predictable and accessible framework that accommodates both new and power users.
Goal 2) Improve the Borrowing Experience: Our team introduced a Continue Reading section and a personalized discovery module to streamline the path from opening the app to engaging with content. We replaced confusing jargon and hidden menus with high-visibility Borrow buttons that provide immediate feedback. These updates aim to increase circulation and reduce the frustration users feel when navigating a massive digital catalog.
Goal 3) Improve the Return Experience: We solved the uncertainty around ending a loan by replacing the vague Manage Loan terminology with a direct Return Early button. The new Borrowed Books section provides a clear overview of current holdings, making the process of returning materials feel final and successful. This improvement directly addresses user feedback regarding the anxiety and lack of confirmation during the return flow.