UX Research: Libby Digital Reading App
Client Description:
Libby is a popular digital library app developed by OverDrive, Inc.
It allows users to borrow ebooks and audiobooks from their local public library's digital collection.
Product Description:
Libby is a free app where readers can access e-books, audiobooks, and other digital content from their local library. Readers can stream content over Wi-Fi, use mobile data, download it offline, and enjoy it anywhere. Readers need to have a library card to use the platform. Libby acts as the middleman between publishers and libraries. Libraries pay to receive a certain number of copies of ebooks, audiobooks, and magazines for their readers to borrow.
Libby Competitive Analysis
Over 22,000 libraries use Libby, making it the most popular free library app. Readers must have a library card to sign up. Each library specifies the hold and borrowing limits. Libby has automatic reminders and returns, so there are no late fees. Readers can also borrow, place a hold, renew, and return books in the app. Readers can also transfer ebooks to their Kindle to read. Books can also be downloaded onto any device.
Readers can access a vast or limited catalog depending on their local library. Libraries feel pressure to have the most popular and in-demand books. The rise in #booktok and #bookstagram has made reading a popular hobby and aesthetic. Libby has personalized features and will recommend books. Libraries can also create lists and recommendations for their patrons. Libby readers can create "Tags," which are personalized wish lists.
Direct Competitors
Indirect Compeitotors
Initial Problem Statement:
How can readers access free and affordable digital content unavailable at their local library?
Research Goals and Objectives
Research Approach: 30-45 minutes User Interviews
Research Methodology: Competitive Analysis, Interview Notes, Figjam Roadmap
Interview Participants - User Types: 7 Readers
Timing - 2/8/2024 to 2/14/2024
Insights
Preferences
Readers prefer the inclusivity of e-reader apps, such as changing font size, background color, and listening speeds to accommodate their personal preferences and different learning styles
Portability
Readers enjoy the convenience of e-readers apps on their phones, and it’s easily portable unlike a physical book
Book Recommendations
Readers find book recommendations using a combination of Libby's curated lists, friends' opinions, and social media.
Availability
Readers use a combination of Libby and other e-reader apps to find books to read instantly
Features: Likes
Readers like Libby’s audiobook features and the ability to send ebooks to read on their Kindle or Kindle app.
Features: Dislikes
Readers find Libby's ebook process is difficult, with long wait times for popular books and difficulty searching for specific titles.
“I think with the Libby, I like reading the ebooks there. It isn't easy because I have everything in the Kindle app. And I think there's just more customization options. And I don't know, I'm always like, I guess I couldn't read it in Libby. But it reminds me more of reading, like a PDF, where they might have different settings.”
Archetype: Routine Readers
Routine Readers consistently read ebooks and/or listen to audiobooks on average three to five hours a week. Readers enjoy reading at home for leisure but also like accessing books or their phones to complement their busy personal and professional lifestyles. Routine readers prefer to support their local libraries and feel they have a variety of content and good selections.
Goals
Readers want to Access popular or desired books quickly. They also want to find ebooks and audiobooks easily in the app. Readers want to smoothly transition from page to page in ebooks and adjust audiobook listening speeds. It is also important for ebooks to sync to all their devices so they do not lose their place.
Motivations
Reading on e-reader apps helps users achieve reading goals while having a busy lifestyle. Readers also enjoy reading to relax, unwind, and/or listen to audiobooks while doing chores. They also like to read on the go while commuting, traveling, or running errands. Readers also like to read popular books to participate in cultural conversations.
Frustrations
Readers find it difficult to use the app's ebook feature, as it is not as intuitive as Kindle. They depend on the local library's digital catalog (which can be vast or limited) and on local library hold and borrowing limits. They may have to buy an ebook and/or audiobook for popular books or niche genres. Readers find the Navigation and search features cumbersome and glitchy.
Next Steps
The next step for Libby would be creating an interlibrary loan process so readers can access materials from different local libraries. I think it would be beneficial for larger and smaller libraries to partner to help more readers access more books.
I would also improve Libby’s ebook functionality, which will keep readers in the app and improve the overall user experience. I recommend doing a deeper dive into Kindle’s user experience and ebook functionality versus Libby’s.
If interviews continued, I would do more in-depth interviews and explore different types of users and archetypes; current interviewees were all college-educated professionals.
Key Learnings
Libby syncs across all devices, which is a critical feature. However, readers want more protection from human error. Libby is popular because it is free, and readers believe it is important to support local libraries.
Readers use a combination of Libby and another e-reader app (Kindle, Audible, Spotify, or iBooks) to access popular books and supplement content that is not readily available.
Readers still enjoy physical books and buying physical copies. However, e-readers are more complementary to their busy lifestyles. Readers have different preferences for their reading style. They use a combination of physical books, eBooks, and/or audiobooks to fit reading into their busy lives.
Book-dex-trous: adjective - the ability to switch between ebooks, audiobooks, and physical books with ease
Libby UX Design Case Study
One of the main issues that frequently arose during user interviews was the challenging nature of using Libby e-books. My initial hypothesis was that content availability was the main issue keeping readers from using Libby; however, throughout user interviews, the conversation around Libby's user experience for ebooks was a point of frustration. The app was less intuitive or developed than other e-reader apps like Kindle. Readers expressed frustration with the lack of customization options and difficulty navigating the e-books.
New Problem Statement:
How might we improve customization options for the reading display in Libby ebooks for Readers?
Sprint Map
I began the design process for the next phase of this case study to create a solution for my new problem statement. Before making a prototype, I started with lightning sketches and low- and high-fidelity wireframes. I researched various digital e-reader apps for ideas for the sketches and wireframes. I also revisited notes from user interviews; customization options were a popular feature in other apps. However, Libby had fewer options compared to other apps.
Lightning Sketches
Before proceeding to wireframes, I narrowed down the design elements I wanted to focus on in the customization window. I wanted to utilize the right swipe feature so readers can still preview their page when making changes to the ebook appearance. I also tried to keep all options on one page so users do not have to click through multiple windows to customize their ebook appearance.
For the high-fidelity wireframe, I further developed the customization features to better showcase the steps users can take to update the ebook's appearance. Readers can select Alignment, Brightness, Font, Font Size, Font Weight, Line Spacing, Page Color, Scroll Direction, etc…
Low Fidelity Wireframes
High Fidelity Wireframe
Prototyping and Usability Testing
I continued developing the user flows for the prototype, showcasing more ebook backgrounds, and appearance presets. Seven readers tested the flows and provided feedback on the prototype and their user experience.
Successes from User Testing
Readers enjoyed the feature that allowed them to save and update custom settings with a personalized name.
They also appreciated the presets that enabled them to change their ebook's appearance quickly.
Additionally, they liked the ability to switch between continuous scroll and turning the page with a tap.
Readers also appreciated having multiple options for background colors instead of just light or dark mode.
User Habits
Readers often adjust the appearance of their ebooks to make them easier on their eyes. They might make these adjustments based on their environment when they start reading, such as switching between daylight and nighttime settings.
“When do you update the appearance, and how often do you update that appearance?”
“Usually, the minute I start reading, I'll usually if it's not already set that way like you think Kindle usually keeps your settings. I was going to say they'll do it immediately. Okay, I'll do it every time. Otherwise, I can't engage with it the same way.”
Improvements for Final Prototype
For the final prototype, I added the ability to track where they are in the ebook. Users noted this is currently in Libby and would like to keep that feature.
I also used “A” as per the current Libby App, so it is more obvious where to update the ebook's appearance. I learned that I removed too many of the current design elements, and users were looking for them and wanted to maintain the current design structure.
Lastly, I changed the Libby Icon to the “home button” so readers can navigate back to the cover page. Users noted that it was difficult and confusing to do so.
"I don't know if I would have known this [Libby] icon was where to customize it. However, whenever I get something new, I click on everything and play around to figure it out eventually. So that you know, the only problem, as far as I’m concerned, is finding where to customize the ebook since the icon is not obvious.”
Final Prototype
Next Steps
For the next steps, if prototyping and testing continued, the user expressed they want the ability to highlight passages in the ebook and save annotations.
Readers would also like More options to turn the page, such as curl or fade in/ out.
As fun elements, readers suggested more features, such as Installing custom fonts into their ebook settings and Seasonal Fonts or Background Colors.
Readers would also like a Blue Shade feature that adds warmth and makes reading more accessible to the eyes in different lights, especially at night
