Redesigning the University of Pretoria Library website with users in mind: a case study

Abstract

The annual library website statistics report and support request logs at the University of Pretoria (UP) revealed a notable decline in the use of the library website, particularly for accessing academic resources. A significant number of logged helpdesk queries came from students seeking assistance as they were struggling to navigate the platform. To address the problem, the Department of Library Services collaborated with the UP UX Lab to conduct a comprehensive evaluation of the website’s usability and accessibility. The evaluation revealed key challenges. Student-focused content was difficult to locate, site navigation was unintuitive, and the platform lacked inclusive features for users with visual or cognitive impairments. Based on these findings, a redesign and development initiative was launched to enhance usability, improve accessibility, and embed user-centricity into every aspect of the site.

The project also involves restructuring menus to better cater to the needs of end users (i.e, students, researchers, and academics), prioritising essential services and resources on the homepage, and aligning content and design with accessibility standards (e.g., alt-text for images, transcripts for videos, accessible navigation). Staff training is integrated to sustain accessibility practices. Benchmarking against both local and international academic library websites helped identify best practices, guiding the development of a more inclusive, intuitive, and engaging digital experience designed to meet the diverse needs of the University of Pretoria’s academic community.