The user experience (UX) of the process of e-book retrieval across three different digital content providers is contextually studied and thematically analysed herein, in order to develop an understanding of how such services can be improved. This thesis aims to illustrate how users experience the process of retrieving an e-book, to uncover the reasons that e-book retrieval is experienced in the way that it is, and to explain how digital library services can be improved on the basis of the user experience of e-book retrieval. To aid in this discovery, the thesis seeks to answer three questions. How do users experience the process of retrieving an e-book through a set of digital content providers – a consumer company, a digital library, and a public library? Why do users experience the process of e-book retrieval across these content providers as they do? What are the implications of the retrieval process user experience for the provision of digital library services? The contextual inquiry method is employed to gather the data. A thematic data analysis is conducted by mapping out the user experience using the affinity diagramming technique. The results reveal that there are real barriers to e-book usage due to the complexity of the e-book retrieval process, user needs must be prioritised if quality UX is to be achieved, and usability cannot be sidestepped if libraries are to ensure a strong web presence in the digital age. Finally, libraries can offer users lasting value by providing digital content that users will want to revisit.