Case Study: PwC transforms digital user journeys with Optimal Workshop

PWC boosts self-service task completion by 28% with Optimal Workshop

PwC, a global leader in professional services, faced the challenge of helping its diverse clients overcome complicated and jargon-filled digital interfaces. Their clients' websites and apps were often organized based on internal opinions rather than user data, leading to poor navigation for both customers and employees. To address this, PwC utilized Optimal Workshop's card sorting and tree testing services to gather evidence-based insights.

By implementing Optimal Workshop's research platform, PwC was able to understand user mental models and validate proposed site structures for clients like Astro, MetLife, and the National MS Society. This data-driven approach resulted in significant measurable impacts, including a 28% improvement in self-service task completion for a financial client and a 32% increase in digital self-service adoption for an insurance client. Optimal Workshop's tools enabled PwC to deliver quantifiable enhancements in user satisfaction and operational efficiency for their clients.

PWC