# Public library digital access survey

Understand digital borrowing barriers.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which access step caused difficulty?

Answer: ____________________

## 2. What explanation did you look for?

Answer: ____________________

## 3. What support route did you use?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Look for access friction.
2. Look for explanation need.
3. Look for support route.

Interpretation caution: Never collect login credentials.


## Illustrative finding and follow-up

Observation: Users cannot distinguish account from device errors.

Action to test: Separate account and device troubleshooting.

Follow-up: After the proposed change, ask relevant participants whether this original issue still occurs: Users cannot distinguish account from device errors. Record what they experienced, including none or not applicable; changes in the sample do not establish causation.