From Chaos to Clarity: Deloitte's Digital Transformation Playbook with Optimal

When Deloitte's digital teams needed to tackle complex government website redesigns across multiple countries, they turned to Optimal's comprehensive platform. This case study explores how one of the world's leading professional services firms utilized tree testing and card sorting to deliver exceptional digital experiences for public sector clients.

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Research Without Borders

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Deloitte has implemented Optimal's platform across multiple global teams, establishing dedicated workspaces that allow for consistent research while accommodating regional needs. This approach has enabled Deloitte to develop a robust framework for government digital transformation projects, while maintaining flexibility for country-specific requirements.

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Government Gamechangers

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Deloitte has successfully deployed Optimal's platform across numerous government redesign projects:

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• Service Australia Makeover: A comprehensive three-year project that transformed the digital service delivery for Australian citizens. Deloitte conducted extensive tree testing and card sorting exercises to create an intuitive information architecture that significantly improved user navigation.
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• IP Australia Reimagined: Four years ago, Deloitte led the redesign of Australia's intellectual property agency website. Using Optimal's platform, the team validated navigation structures through multiple rounds of tree testing, ensuring that complex IP information was accessible to diverse user groups.
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• Global Gov Solutions: Similar methodologies have been applied to government projects across multiple countries, creating a consistent yet locally relevant approach to public sector digital transformation.
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Best of Both Worlds

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While government projects represent a significant portion of Deloitte's work with Optimal, the firm has successfully applied these research methodologies to private sector clients as well. This cross-sector approach has allowed Deloitte to bring best practices from one domain to another, often implementing innovations developed in the private sector to enhance public service delivery.

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Navigation Masters

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Deloitte has established a particular expertise in information architecture research through Optimal's platform:

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• Path Perfection: Tree testing used extensively to validate navigation structures before implementation, reducing post-launch adjustments and ensuring citizens can easily find critical government services
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• Mind Mapping: Card sorting deployed to understand user mental models and create intuitive categorization of complex government information and services
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This consistent application of research methodologies has allowed Deloitte to develop reusable frameworks that accelerate government digital transformations while maintaining high quality standards.

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Winning Outcomes

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Deloitte's strategic use of Optimal's platform has delivered substantial benefits:

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• Citizen-First Access: Redesigned government sites have made critical services more accessible to diverse populations
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• Bulletproof Design: Research data has provided powerful validation for design decisions, particularly valuable in government contexts where stakeholder alignment is essential
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• Quality Everywhere: Global teams working on different projects have maintained high standards through shared methodologies and platforms
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• Speed to Value: Established research frameworks have reduced project timelines while improving outcomes
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What's Next

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Building on their success with government entities, Deloitte continues to expand their use of Optimal's platform, applying these proven methodologies to more complex digital challenges across both public and private sectors.

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Want to learn how you can get started gathering meaningful user insight for your digital products? Reach out to us today.

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