In March 2017, the library's UX Team investigated users’ perceptions and behaviours associated with library borrowing and fine policies. We conducted semi-structured interviews with 8 users and then 7 guerrilla interviews with users who were using the self-checkout machines. Based on our findings we recommend: (1) exploring the possibility of eliminating fines; (2) communicating to users about what the library does with money collected from fines; (3) improving email communications about due and overdue books; (4) improving the timing of email notifications; and (5) exploring text message notifications.