UC San Diego Library

This presentation was delivered at Designing for Digital Conference, March, 2019 .

Library websites can create decision fatigue when navigation, language, and structure reflect internal organization rather than user needs. This project describes a UX redesign of interlibrary loan (ILL) web pages at UC San Diego Library to reduce cognitive load and simplify task completion. Through website analysis, user journey mapping, and interviews with staff and users, the project identified duplicated content, clutter, and library jargon. Solutions included reflowing page structure, streamlining information architecture, consolidating content, and rewriting text in user-centered language, resulting in clearer pathways and improved access to services.