Libby
How Do We Rescue Readers From a Navigation Maze?
Overview
-
Libby has poor navigation for main tasks, and non-standard terminology
This causes users to abandon, and threatens Libby’s revenue model
-
My team and I started by analyzing Libby’s current information architecture, then collaborated on user research to iterate on new navigation paths
My Role - Information Architect:
Audited the existing Libby application to isolate the three most critical user paths that caused the most friction
Performed a competitive analysis against platforms like Hoopla and BorrowBox to establish a benchmark for success
Analyzed three rounds of tree testing to validate a new, simpler structure and eliminate confusing jargon
Translated this validated architecture into a high-fidelity "Return a Book" prototype in Figma, which streamlined the flow and reduced the cognitive load for the user
-
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.
-
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. This would require coordination with engineering to preserve user data, and with customer support to prepare for incoming questions. A phased rollout with a legacy view option may reduce risk.
How This Digital Library Works
Libby is a free digital service that lets people access content from their local public libraries. The app earns revenue through library licensing contracts, which are renewed based on circulation data. Every abandoned borrow or failed return represents a lost circulation event, which directly threatens contract renewals.
Unfortunately, Users Are Navigating A Black Hole
The primary issues are poor navigation and misaligned mental models. Users often feel scattered when they try to complete basic tasks like returning a borrowed book early. 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.
How I Created a Seamless Flow
I collaborated with my team members to rethink how the application organizes its information. We wanted to decrease cognitive load and provide more clarity, so that users stay on the Libby app.
I began my journey by preparing a competitive analysis. I found that competitors like Hoopla and the Palace Project had clearer navigation bars, as well as evident CTA’s to help a user perform actions throughout the app.
After multiple rounds of tree testing, I had enough data to make improvements.
Finally, An App Designed With the Reader In Mind
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.