At the Department of Information Technology (FEM CZU Prague), we have been engaged in long-term scientific research in the field of usability and User Experience (UX), alongside commercial testing and applied research projects. Ph.D. students and master degree students co-work on these projects. Our work spans various aspects of UX, focusing on the evaluation and improvement of digital services, websites, and applications. Over the years, we have collaborated with several ministries, including the Ministry of Agriculture, the Ministry of the Interior, and the Ministry for Regional Development, helping to enhance the usability of key digital services. A significant part of our research has been conducted in cooperation with the General Tax Directorate, where we analyzed and improved UX aspects of tax return forms and the official Tax Administration website.

Public administration faces unique UX challenges, as digital government services often lag behind commercial platforms in terms of usability, responsiveness, and accessibility. Bureaucratic constraints, legacy IT systems, and a lack of user-centered design approaches contribute to suboptimal user experiences. In this paper, we summarize the most pressing UX issues in public administration, including outdated design patterns, poor mobile optimization, complex navigation structures, and accessibility shortcomings. We discuss methods for improving UX in government systems and emphasize the importance of iterative testing, user involvement, and modern usability evaluation techniques.

Additionally, we introduce our research activities and the role of the Usability Lab, which serves as a key facility for conducting controlled usability studies, eye-tracking experiments, and biometric evaluations. Our lab is equipped with advanced tools for analyzing user interactions, allowing us to gain deep insights into user behavior and identify usability bottlenecks. Beyond government projects, our research also extends to the private sector, where we apply similar methodologies to optimize digital products and services.

Looking ahead, we explore the future of UX with a particular focus on artificial intelligence (AI). AI-driven UX solutions have the potential to revolutionize digital interactions. We discuss emerging trends, such as AI-enhanced usability testing, machine learning models for predicting usability issues, and AI-powered conversational interfaces. The integration of AI into UX design presents new opportunities but also challenges, particularly in ensuring transparency, ethical AI deployment, and maintaining user trust.

Keywords: User experience, usability, public administration, eGovernment, user interface.