Navigating research in the digital age presents a myriad of challenges; accessing online resources, sifting through extensive content libraries, and seeking support can be time-consuming, often leading to intellectual roadblocks that hinder the research process. Our goal was to assess researchers (unlike non-researchers) utilize the New York Public Library’s online and offline resources in their research processes and daily lives. Through in-depth interviews, participatory workshops, and usability studies, we found that many of the challenges faced by researchers were rooted in their use of NYPL’s digital infrastructure. Building on these insights, we presented the NYPL team with key findings and design directions aimed at enhancing the library’s web services.