Case Study: Ministry of Justice improves child care navigation with Optimal Workshop

Ministry of Justice boosts task success from 56% to 72% with Optimal Workshop

The Ministry of Justice needed to transform its Care of Children website section, which was a complex, process-driven labyrinth that confused users with legal jargon and a poor information architecture. This led to low success rates for families in New Zealand trying to find critical information. To address this, the Ministry partnered with AKQA, which utilized Optimal Workshop's Tree Testing product to gain data-driven insights into user behavior.

Using Optimal Workshop's platform, AKQA conducted iterative tree testing to isolate and evaluate the information architecture. This led to a redesigned, task-oriented navigation structure with clear labels and plain language. The solution delivered by Optimal Workshop resulted in a dramatic improvement: the user success rate increased from 56% to 72%, directness improved from 68% to 78%, and the median time to complete tasks was reduced by nearly two minutes.

Ministry of Justice