Abstract

This study investigates why specialized high school libraries often struggle to meet students’ practical information needs. Unlike previous research focused on collection size, this study uses the 5A Customer Path model (Aware, Appeal, Ask, Act, Advocate) to identify points of disconnection in the student information journey and propose effective vitalization strategies. Through Focus Group Interviews (FGIs) with video business students, the study found that students become Aware of information via social media and personal networks, feeling Appeal towards practical, visual content. When they Ask questions, they turn to a closed ecosystem of YouTube and teachers, completely marginalizing the library. Infrequent attempts to Act by using the library led to negative experiences due to outdated materials, creating a negative feedback loop and a lack of positive Advocacy. These findings indicate the problem is not a mere lack of resources but a comprehensive disconnection. Therefore, this study proposes an integrated experience design strategy to restore this broken path by redefining the library as a proactive content marketer, a trust-based community hub, and a student-led participatory platform.