User-centred Service Design Towards a Better International Customer Experience in Digital Libraries : Case Metso Library in Finland
Wijegunawardena, Thathsarani (2025)
2025
Master's Programme in Sustainable Societies and Digitalisation
Informaatioteknologian ja viestinnän tiedekunta - Faculty of Information Technology and Communication Sciences
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Hyväksymispäivämäärä
2025-05-05
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tuni-202504294449
https://urn.fi/URN:NBN:fi:tuni-202504294449
Tiivistelmä
The study investigates the digital service design and user interface at digital and local hybrid libraries and analyzes the problems users face while accessing resources and navigating through the platform. A user-centred service design approach shows that the system faces three main restrictions: user implementation challenges, language-specific interface issues, and accessibility constraints for disabled users.
The author used a qualitative analysis to analyse the issues, as this method is commonly used. The author benefits from qualitative research because this method gave her a complete understanding of user psychological functioning and emotional experiences for uncovering real reasons behind the decision-making to use digital and hybrid libraries. This research method functions independently from quantitative methods by using explanatory techniques to unveil contextual meanings within factor operations. Research participants freely expressed themselves during unstructured interviews that analyze complex or sensitive subjects because they revealed elements.
The study demonstrates that Digital Libraries need to enhance their digital platform through AI recommendations and accessible user options, plus automated updating systems and better user-focused features. Both Google Scholar and Zotero should work as third-party features within the platform since they boost research functionality. This research establishes basic standards for digital libraries because it shows user experience requirements, including advanced interfaces and modern services, which must be priority elements. The research of digital libraries must conduct extended tracking sessions with multiple population groups using modern technological solutions to provide better service delivery.
The author used a qualitative analysis to analyse the issues, as this method is commonly used. The author benefits from qualitative research because this method gave her a complete understanding of user psychological functioning and emotional experiences for uncovering real reasons behind the decision-making to use digital and hybrid libraries. This research method functions independently from quantitative methods by using explanatory techniques to unveil contextual meanings within factor operations. Research participants freely expressed themselves during unstructured interviews that analyze complex or sensitive subjects because they revealed elements.
The study demonstrates that Digital Libraries need to enhance their digital platform through AI recommendations and accessible user options, plus automated updating systems and better user-focused features. Both Google Scholar and Zotero should work as third-party features within the platform since they boost research functionality. This research establishes basic standards for digital libraries because it shows user experience requirements, including advanced interfaces and modern services, which must be priority elements. The research of digital libraries must conduct extended tracking sessions with multiple population groups using modern technological solutions to provide better service delivery.