This thesis focused on researching and evaluating the usability and user experience of the client's business web service. The aim of the study was to understand how users experience the web service, to identify its strengths and weaknesses and to suggest practical improvement measures to optimize the user experience.

The methodology of the study was based on usability and user experience principles, using a qualitative research method, i.e. in-depth interviews. In the theoretical framework, usability principles and key aspects of user experience were examined in depth.

The thesis presented findings and analyses of users' experiences when using the web service. Based on the results, the author made concrete recommendations to help the commissioning company to significantly improve the user experience of its online service and to respond to their customers' needs. These recommendations and results can be used to further develop the web service and maximise customer satisfaction and have the potential to improve the competitiveness of the company by providing an excellent web service experience in the future.

The thesis also provides valuable insights for other companies and organizations seeking to optimize and improve the user experience of their digital services.