Inter-Library Loan (ILL) has grown from a niche service limited to few privileged scholars to a ubiquitous expected service. Yet, workflows still assume specialness. Users’ needs should come first and that means redesigning ILL into a unified linear user-centered process. It is not just a request form, rather we need improved mechanisms for users to track, manage, and communicate about their requests. This article explores how ILL developed, problems with the current ILL ecosystem, and changes that can make ILL centered on users’ needs and processes rather than backend library systems.