Consultations extend reference beyond the service desk, allowing for more personalization and flexibility. But a successful consultation service requires more than a simple "build it and they will come" digital strategy; users need help understanding their options, overcoming library anxiety, and finding the right librarian. Presenters will discuss usability testing and design concepts that informed an improved design for a “Book-a-Librarian” website, featuring a friendlier and more engaging UX.
