Digital Accessibility as a Service Design Challenge in Academic Libraries

Abstract

Digital accessibility is an emerging service design challenge for academic libraries as access to information increasingly depends on digital service pathways, including library websites, discovery systems, authentication processes, and public workstations. When these service components are not accessible, libraries risk undermining their core function of enabling independent and equitable access to knowledge. Despite growing digital transformation in higher education, many institutions, particularly in resource-constrained contexts, struggle to integrate accessibility into routine library service design and operations. This study investigates how accessibility barriers develop across academic library service pathways and presents an operational model to support inclusive information access. Using a qualitative case study at an African university library, the research combined a WCAG-aligned evaluation of key digital access points with focus groups involving students with disabilities and interviews with library staff. The findings show that physical, digital, and service-interaction barriers accumulate along the access journey, increasing dependence on mediated assistance and limiting independent use of information resources. The article introduces a practical service design framework that integrates accessibility into routine library operations through a continuous cycle of audit, user engagement, co-design, implementation, monitoring, and advocacy. By positioning accessibility as a core service design responsibility rather than a peripheral compliance task, the study contributes a resource-aware approach that academic libraries can use to improve inclusive access to information in diverse institutional contexts.