5 Lessons Public Libraries Can Take from UX in Retail and Streaming

People expect more from digital experiences than ever before: they want them to be faster, easier, and more personal. The same users who browse a streaming service on their phone expect to find library materials just as effortlessly. 

Retail and streaming platforms have invested heavily in user experience (UX) design to remove friction and build loyalty. Public libraries can take valuable lessons from that success, without sacrificing their own values of privacy, accessibility, and equity. 

The following are three 5 key lessons libraries can take from retail and streaming to create engaging, user-centric digital library experiences for their patrons.

Lesson 1: Make Discovery Effortless 

Retail and streaming sites have mastered the art of helping people find what they didn’t even know they were looking for. 

• Retail UX: Product carousels, recommendations based on past activity, and clear categorization make it easy to browse and discover. 

• Streaming UX: Clear “Because you watched…” sections and curated playlists keep users engaged. 

Library Takeaway: BiblioCore offers intuitive search, personalized shelves, and staff picks to mirror these experiences, while keeping discovery equitable and privacy-safe. 

Lesson 2: Personalize, But Always Give Control 

People prefer it when experiences are tailored to them, as long as they understand how the personalization works and they can choose to opt out if or when they want. 

Personalization can make digital experiences more engaging, but only when users feel informed and empowered. 

• Retail UX: Wishlists, saved preferences, and custom recommendations make shopping easier, but the best implementations show users exactly what data is being used and why. 

• Streaming UX: Profile-based recommendations keep users engaged but allow them to adjust, reset, or turn off personalization entirely. 

Library Takeaway: Libraries can deliver the same sense of ease and continuity while protecting privacy. BiblioCore and related products give patrons the option to personalize their experience (like seeing relevant reading suggestions or events, and customized lists) and the ability to opt out or adjust preferences at any time. Each personalized element is clearly labeled with “Why am I seeing this?” to maintain transparency and trust. 

Above: When surfacing personalized recommendations based on context or a patron's explicit preferences, libraries can, and should, provide a clearly labelled "Why am I seeing this" link to provide the user information on why they are seeing certain personalized content.

Lesson 3: Minimize Friction Everywhere 

Retailers and streamers know that too many clicks, confusing workflows, or dead ends scare off their users. Friction happens anytime a user has to stop and think, “What do I do next?” The smoother the path, the better the experience. 

• Retail UX: One-click checkout, saved payment methods, and pre-filled forms keep customers moving forward. 

• Streaming UX: Seamless transitions between devices, start a movie on one screen, finish it on another, make engagement effortless. 

Library Takeaway: Libraries can minimize friction by streamlining key workflows like onboarding, holds, and renewals. Features like centralized patron profiles, frictionless authentication, and clear next-step prompts make it easy for patrons to stay engaged, whether they’re placing a hold, registering for an event, or browsing recommendations.

Above: Columbus Metropolitan Public Library's Browse and Discover page highlighting suggested events and trending content at the library.

Lesson 4: Design for Accessibility First 

Modern UX isn’t just about polish, it’s about inclusion. Accessibility isn't about meeting minimum standards and need to go beyond mere compliance.  

• Retail UX: Leading companies now test interfaces with assistive technologies and publish accessibility reports as a mark of quality. 

• Streaming UX: Captioning, contrast adjustments, and simplified navigation options are now expected, not optional. 

Library Takeaway: Accessibility should be built in, not added on. BiblioCommons is actively implementing WCAG 2.2 AA standards across its products and rolling out more VPATs (Voluntary Product Accessibility Templates) to ensure transparency. Inclusive design ensures everyone (regardless of device, ability, or age) can engage with confidence. By ensuring Accessibility is a key part of the digital online library experience, we close the gap between patrons and the library. 

Lesson 5: Reinforce Trust at Every Step 

Trust is the foundation of every positive user (or patron) experience. Without it, even the most elegant design fails. 

• Retail UX: Users trust platforms that are transparent about how data is used and offer clear privacy settings. 

• Streaming UX: Platforms that communicate why recommendations appear or how algorithms adapt see stronger retention. 

Library Takeaway: Libraries already hold a trust advantage, but maintaining it requires intentional design. That means clear consent language, transparent, explicit, personalization, and visible privacy controls. With BiblioCommons products, patrons can always see what’s personalized and why, preserving the library’s reputation as a safe digital space. 

Above: Trust, transparency, privacy, and patron control are essential elements of building online trust; libraries can ensure their online experiences align with their values by being intentional and clear about consent, personalization options, and privacy controls.

The Future of Library UX: Discovery with Integrity 

As technology evolves, UX will continue to blur the line between convenience and overreach. Libraries have a rare opportunity to model what responsible, human-centered design looks like: discovery that feels personal but never invasive, unified but never manipulative. 

By taking cues from the best of retail and streaming UX, and filtering those ideas through the lens of library values, public libraries can redefine what digital trust looks like. 

Is it time for a check-in on your patron user experience? Download the UX Checklist for Libraries today! 

Want to Stay Informed?

We will continue to share updates as our pilot programs progress. If you'd like to discuss your library’s priorities or concerns around AI, reach out to your Customer Success Manager or click the button below to learn more. 

We want your input as we shape the future of online libraries together.

Sign up to receive the latest in public library topics delivered straight to your inbox!