User Experience is one of the most important aspects of web development in today’s world of high competition online. Bad UX can make it hard to find information, frustrate users, damage the reputation of the service provider and, in the long run, cause a loss of business. The present work is a qualitative study of a booking system, provided by a landlord to tenants, for booking the communal laundry rooms. Using three methods for capturing what issues the tenants (users) experience when using the booking system, I confirm the soundness of established UX strategies while also identifying what areas in the examined system need improved. The methods used are user journey, semi-structured interview, and card sorting.